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1.
ADMINISTRATION ............................................................................................................................................ 4
2.
CONTACTS ....................................................................................................................................................... 7
3.
ORDERING NEW SIM CARDS, TELEPHONES AND ACCESSORIES .......................................................... 8
4.
REPLACEMENT OF SIM CARDS AND OBTAINING A NEW SIM CARD AFTER THEFT/LOSS ................... 9
5.
TRANSFER OF SUBSCRIBER CONTRACTS AND TRANSFER FROM SERVICES TO THE PREPAID
TWIST SERVICE ............................................................................................................................................. 10
6.
BILLING AND PAYMENTS ............................................................................................................................. 11
7.
LOYALTY PROGRAM ..................................................................................................................................... 14
8.
EXTENDING SUBSCRIBER CONTRACTS .................................................................................................... 15
9.
CLAIMS AND COMPLAINTS .......................................................................................................................... 16
10.
NUMBER PORTING ........................................................................................................................................ 18
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ADF
ADS
ADSR
Č TÚ
VAT
GPRS
HW
ICCID
NPC
LE
PUK
PCN
DSS
FA
SFN
TMCZ
RP
T-Mobile Czech Republic a.s.
Finance Administrator
Service Administration
System Solutions Administrator
Czech Telecommunications Authority
Value added tax
Mobile data service available to GSM mobile telephone users
Hardware (equipment, devices, telephones, accessories, etc.)
SIM card identification number
Number porting code
Key account customer (contract for ID number) – Framework agreement concluded (FA)
Eight-digit SIM card unblocking code
Private corporate network
Detailed service billing
Framework agreement
Corporate costs administrator
T-Mobile Czech Republic a.s.
Responsible person
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For the purposes of communication with the Customer Centre – Business, your company can designate the persons that can perform the following activities according to the stipulated authorisations.
During mutual contact, we distinguish the following types of your designated persons:
•
Responsible person (RP) – RP password
•
Service Administrator (ADS) – ADS password
•
Finance Administrator (ADF) – ADF password
•
System Solutions Administrator (ADSR) – ADSR password
•
End user – SIM card password (blocking password)
By appointing administrator, the option of administration by end users is limited.
E.g. by setting the roles:
• “Responsible person (RP)”, you revoke the end users’ right to perform activities which are in the competence of the RP role. E.g. extending the contract, ordering a new SIM card, ordering from the T-Mobile
Bonus program, etc.
•
“Finance Administrator (ADF)”, you revoke the end users’ right to perform activities which are in the competence of the ADF role. E.g. obtaining information about the total value of the invoice, changing the invoicing address, activating Detailed Service Billing, etc.
•
“Service Administrator (ADS)”, you revoke the end users’ right to perform activities which are in the competence of the ADS role. E.g. changing tariffs, activating new services, packages, etc.
Along with stipulation of the responsible person and administrators, you can choose a four-digit password for later communication with the Customer Centre – Business. However, the following combinations cannot be used: 0000,
1234, 4321, 1111, 2222, 3333, 4444, 5555, 6666, 7777, 8888 and 9999.
Responsible person
The responsible person may be the statutory body of your company or a person that is otherwise authorised to act on behalf of your company (e.g. power of attorney). The responsible person has the right to handle the individual
Subscriber Contracts, may stipulate, change or cancel the other administrators. If the RP is not simultaneously the company executive, they cannot terminate the FA or change its conditions.
Authentication: password and/or signature of the Responsible Person
The RP has the same authorities as all the other administration, as well as the following additional authorisations:
• conclude new Subscriber Contracts and order new SIM cards
• transfer contracts and SIM cards (between companies or from the prepaid Twist service)
• extend Subscriber Contracts
• order from the T-Mobile Bonus program
• request termination of Subscriber Contracts and deactivate SIM cards
• order or cancel secondary ProfiNet services (conclude or terminate the contract)
• add/eliminate Authorised Persons
If the RP is not stipulated, the end user may e.g.:
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• order from the T-Mobile Bonus program
•
Extend the Subscriber Contracts, etc.
Service Administrator
The Service Administrator is authorised to change the service settings of Subscriber Contracts, for which they were designated as administrator. If an ADS is not appointed, the end user can make the changes included in the
authority of the ADS! (e.g. change the tariff, set new services, etc.)
Authentication: Service Administrator password
Authorisation:
• administrate services (activate, change, deactivate) – e.g. roaming, GPRS, etc.
• change tariffs and set tariff benefits
• obtain information about service settings
• obtain information about the PUK code for the SIM card
• suspend SIM cards
• request a change of telephone number
• obtain information and request publication in the directory
• cancel themselves
Finance Administrator
The Finance Administrator is authorised to set the parameters concerning Service Billing and obtain information about them. If an ADF is not appointed, the end user can make the changes included in the authority of the
ADF! (e.g. activate detailed service billing, obtain information about the total value of Service Billing, etc.)
Authentication: Finance Administrator password
Authorisation:
• contain information about Service Billing, payments (open amounts), view Service Billing of calls through the Corporate Costs Administrator (SFN) application (see Chapter 6. Billing)
• administrate the Detailed Service Statement, administrate the My Limit service
• change the method for service payment (direct debit, credit transfer, etc.)
• change the form of Service Billing (paper/electronic)
• change data for Service Billing (invoicing address) and payments (direct debit, payment card, etc.)
• change the correspondence language
• requests copies of tax documents
• request payment investigations
• request the refunding of advances, deposits and overpayments including designation of the refund method
• request an instalment schedule
• cancel themselves
You can appoint the RP and ADS, ADF and ADSR for the PCN using the Administrator Appointment /
Cancellation form, which is available on the website in the section Corporate and Public Administration/Help
and Settings/Downloads, in the category Documents - Key Account Customers.
System Solutions Administrator
The System Solutions Administrator is authorised to obtain information and administrate T-Mobile ProfiNet service such as Fixed Voice services, Private Corporate Network, Fixed Data Network, Internet Connection, Mobile Internet,
Coloured Calls, Bulk SMS and MMS. It is also the contact person for these services for T-Mobile.
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Authentication: System Solutions Administrator password
You can appoint the ADSR using the form Appointment/change/cancellation of a System Solutions
Administrator, which is available on the website in the section Corporate and Public Administration/Help and
Settings/Downloads, in the category Documents – Key Account Customers.
By appointing an ADSR, you get the option of contacting the Department of Technical, Data and Multimedia Services as needed. Contact: 603 604 654, 4654 from the T-Mobile network.
As for requests concerning the PCN service, contact the Customer Centre – Business at 603 604 644, 4644 from the
T-Mobile network.
End user
The end user is the employee of your company – the real use of the given telephone number. They are authorised to change the settings of selected services, such as voicemail or call forwarding to voicemail. For each individual telephone number, a SIM card user password is defined (blocking password, communication password), which the end users should know (e.g. if they lose their SIM card and want to block it). In the event of loss of their of their SIM card, end users can also request its replacement. In the event of active use of detailed electronic billing, end users will also have access to this billing within My T-Mobile (for their number only).
Authentication: blocking password (four-digit number, but none of the following combinations: 0000, 1234, 4321,
1111, 2222, 3333, 4444, 5555, 6666, 7777, 8888 and 9999).
More information about administrators and authorisation is available on our website in the section Corporate and
Public Administration/My T-Mobile/Contract/Roles.
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Customer Centre – Business
• ensure the handling of requests from the Responsible Persons and all types of administrators
• ensures information support for you
• handles orders for SIM cards, telephones and accessories
• ensure mobile telephone repairs
• helps solve technical complications when using services
Working hours: 8:30 – 17:00 from Monday to Friday (outside these working hours you will be forwarded to the most experienced operators at the Customer Centre)
Customer Centre - Business - Contacts
Tel.: 603 604 644 (from all networks)
Tel.: 4644 (from the T-Mobile network free)
Fax: 603 604 646
E-mail: business@t-mobile.cz
Correspondence address
Customer Centre – Business
T-Mobile Czech Republic a.s.
Tomí č kova 2144/1
149 00 Prague 4
Website www.t-mobile.cz/web/cz/firmy.a.verejna.sprava
Department of Technical, Data and Multimedia Services
Tel.: 603 604 654 (from all networks)
Tel.: 4654 (from the T-Mobile network free)
Fax: 603 604 606
E-Mail: tdms@t-mobile.cz
The current version of the handbook you see before you is available on our website in the section Corporate and
Public Administration/Help and Settings, in the category Documents - Key Account Customers –
Administrator Handbook (the document is password-protected, see below).
Note: On our website at the foregoing address, you will also find other documents that will help you in communication with the Customer Centre (service and telephone price lists).
Key Account Sales manager / Key Account Sales Representative
• helps provide complete solutions for the company’s telecommunications needs
• informs about new services and novelties on the telecommunications market
• analyses current corporate mobile communication
• offers options for optimisation
• solves changes in contractual documents (Framework Agreement and its amendments)
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How to conclude a new Subscriber Contract:
- in writing using the standard forms:
•
Service order – the form is available on our website, in the section Corporate and Public
Administration/Help and Settings/Downloads, in the category Documents - Key Account Customers – LE
Service Order.
To help you complete the Order, we have prepared Completion Instructions for you, which are a part of the Service
Order.
If allowed by our contract, the appointed Responsible Person can also send the order form via e-mail. (If the option of electronic ordering is not mentioned in your Framework Agreement and you are interested in using it, please contact the Customer Centre – Business, or your sales representative). Send the complete form via fax, mail or a scanned signed copy via e-mail. The order is signed by the Responsible Person, see the Chapter Administration .
If you have trouble completing the form, call the Customer Centre – Business, where we will be happy to help you fill the form in.
How we deliver SIM cards:
You can choose the means of delivery of the ordered SIM cards and mobile telephones or other HW on page 1 of the order. The options are as follows:
•
Courier service – within 2 business days from confirmation of order reception
•
Czech post – delivery within 2 business days from confirmation of order reception cannot be guaranteed
If you do not indicate the means of delivery in the order, we will deliver via courier service.
How to order:
•
In writing through:
ο
Service order as a subsidised device for activation/porting
ο
Orders on your letter paper, in which you specify the required goods (type, price, quantity, delivery address, contact telephone number and contact person for delivery)
ο Ordering of goods in.xls format
•
Vie e-mail to business@t-mobile.cz
•
Via telephone at the Customer Centre – Business
The order is signed by the Responsible Person, see the chapter Administration .
The Responsible Person may also purchase goods at T-Mobile brand shops.
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In the event of theft or loss of the SIM card, it is necessary for the end user of the SIM card to contact the Customer
Centre T-Mobile immediately (603 603 603, 4603 from the T-Mobile network) or visit a brand shop in person. After the user discloses their telephone number and the respective blocking password, the SIM card will be blocked against further misuse (outgoing calls, international roaming, GPRS). Call blocking is subject to a fee according to the Service Price List.
•
Via telephone:
ο
Customer Centre – Business
The end user can request replacement of the SIM card via telephone while requesting SIM card blocking. The requested SIM card will be sent by mail to the invoicing address or the address chosen by the user. After receiving the new SIM card, it is necessary for the service administrator
(ADS) to contact the Customer Centre – Business, where the SIM card will be activated after providing the telephone number and SIM card number (ICCID).
•
In person:
ο
T-Mobile brand shops and partner shops
Replacement will be performed upon request form the end users, who presents their identification and blocking password. The list of brand shops and partner shops is available on our website, in the section Corporate and Public Administration/Help and Settings/Contact Us/List of Shops.
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Contract transfer allows you as a new subscriber to take over a contract that was concluded between T-Mobile
Czech Republic a.s. and the original subscriber.
Transfer fees and conditions:
Transfers within the LE segment are always free. On the contrary, transfers “out” of the LE segment are always subject to a fee. Transfers to the LE segment are also subject to a fee. The transfer fee is paid by the new subscriber to whom the contract is transferred – it is accounted into the first service billing. In the case of a debt of the existing customer, transfer will not be possible. During transfer of the contract, the new subscriber can choose from the tariffs permitted by the Framework Agreement. Promo events or acquisition offers are not transferred to the new subscriber. The Partner card must also be completed in the transfer form, as it must not remain alone in the transfer group In the transfer form, the new subscriber chooses the service settings on the transferred SIM card, e.g. including into the PCN.
How to request transfer:
The Responsible Person requests transfer with statement of the FA number, telephone number and invoicing group number to which transfer is requested.
How to request transfer:
•
In writing using the form o Agreement on transfer of a Subscriber Contract, is available on our website, in the section
Corporate and Public Administration/Help and Settings/Downloads, in the category
Documents – Orders and Forms – Transfer of LE Subscriber Contracts.
The form must be confirmed by the original and new subscriber – in both cases by a person with signature rights
(Responsible Person). Send the form to the Customer Centre – Business.
We will send you back the instructions for further procedure. The new applicant will perform transfer at a T-Mobile brand shop or partner shop.
How to request switching:
•
In writing using the form: o Service Order, is available on our website, in the section Corporate and Public
Administration/Help and Settings/Downloads, in the category Documents - Key Account
Customers – LE Service Order.
In the order, please indicate legibly the telephone number and SIM number (ICCID) – in the “Note” in Annex No. 1.
Through the Service Order, the Responsible Person concludes a new Subscriber Contract. Send the completed
Service Order to the Customer Centre – Business.
How to request switching:
Responsible Person in writing or via fax
Conditions:
•
Resignation contains the telephone number in question
•
Contract number + signature of the Responsible Person
•
Possible only for telephone numbers for an indefinite term
•
You will be informed of the result in a letter
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For easier orientation in Service Billing, we have prepared a Guide to New Service Billing for you, which is available
on our website, in the section Corporate and Public Administration/Help and Settings/Downloads, in the category Documents - Key Account Customers – Service Billing T-Mobile – Guide.
Service Billing is a valid tax document for services provided by T-Mobile Czech Republic a.s. The Service Billing includes a Summarised service overview, Overview of services by number (breakdown of amounts into individual telephone numbers) and the Detailed Service Statement, if ordered.
Printed or electronic form or both options at once
How to request the DSS:
Finance Administrator, via telephone
Authentication: Finance Administrator password
•
Direct debit from American Express (AMEX)
•
Direct debit from an account
•
Credit transfer
•
Credit transfer from your mobile telephone (GSM Banking)
•
Express payment at brand shops and partner shops
•
Cash deposit at any Komer č ní banka branch through a “payment order”
•
Payment using postal voucher type A
•
Online payment at www.t-mobile.cz
Direct debit from a bank account
Direct debit is the easiest way to pay your Service Billing. Simply contact your bank, and enter permission for direct debit in favour of account no. 19-2235210247/0100. Also, please call the Customer Centre – Business and state:
•
Finance Administrator password
• your account number and bank code
• your direct debit limit (minimally 100 CZK)
Credit transfer
Service Billing
Visit your bank and complete a payment order or enter it online through your internet banking:
•
Beneficiary’s account no. 19-2235210247/0100
•
Variable symbol (VS) – available in your Service Billing – the variable symbol (90 + your invoicing group number) is the same for every newly issued Service Billing. You can also pay under the number of the tax document, which is unique for every Service Billing. Please pay attention to the correct completion (precise amount, VS, tax document number).
•
Total amount for payment
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Invoices for mobile telephones and accessories
A different account number is used for the purposes of paying invoices for mobile telephones and accessories, that being 19-2271190247/0100.
T-Mobile brand shop
You can pay your Service Billing at any T-Mobile brand shop either in cash or using a payment card – American
Express, VISA, VISA Electron, Eurocard/MasterCard and Maestro. If you use this method of payment, the amount will be credited within 6 hours from payment. This “express” means of paying Service Billing is subject to a fee according to the current price list.
All the information about this means of paying Service Billing is available on our website, in the section Corporate
and Public Administration/My T-Mobile/Billing/Means of Paying Service Billing.
Online payment
All the information about this means of paying Service Billing is available on our website, in the section Corporate
and Public Administration/My T-Mobile/Billing/Means of Paying Service Billing.
If your T-Mobile Service Billing gets lost or is not delivered, you can request the sending of a copy of the Service
Billing. The copy of the Service Billing is subject to a fee according to the current price list.
How to request a copy of the Service Billing:
A copy of the Service Billing can be request only by the contact person that has been appointed to the role of ADF or
RP – i.e. they must provide the password for contact with the ADF or RP role:
•
Via telephone – Authentication: ADF or RP password
•
In person at a brand shop – Authentication: telephone number and ADF or RP password
•
In writing (letter, fax) – Authentication: ADF or RP password
Information to prepare:
The number of the given tax document, and the period.
For easier and faster processing of your Service Billing, we offer the SFN program.
•
Instrument for creating analyses of your telecommunications operation (information about the most commonly called number, busiest day, busiest hour, most expensive or longest call, most called destination…) including graphic output
•
Allows you to export data to.xls, .clv and other formats
•
Helps you re-account telecommunications operation for internal needs
•
The new design of the SFN matches Microsoft Office 2010 programs and uses new technologies (.NET)
•
Easy and fast access to Service Billing, Summarised accounts (Summarised service overawe and Service overview by number) and Detailed Service Statements
For the actual use of the Corporate Costs Administrator application:
You will need to install the Corporate Costs Administrator – the current version can be downloaded from our website at www.t-mobile.cz/sfn .
More information about the Corporate Costs Administrator is available in the Corporate Costs Administrator
Handbook, which is also available on our website at www.t-mobile.cz/sfn .
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We offer training for Finance Administrator that use the Corporate Costs Administrator application. You can sign up for the next day through your personal consultant, sales representative or through our website at Corporate and
Public Administration/Help and Settings/Telephone and Service Settings/Data Showroom.
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T-Mobile Bonus is a loyalty program you can register for immediately upon conclusion of the Framework Agreement or contract on provision of a joint company tariff. The building block of the program is the collection of bonus points, which you can redeem for rewards from the T-Mobile Bonus catalogue.
Information about the manner of collecting points is available on our website, in the section Corporate and Public
Administration/My T-Mobile/T-Mobile Bonus/T-Mobile Bonus Program – Collecting points.
Information about the number of points
The Responsible Person can address the request to determine the current number of points to the Customer Centre
– Business.
This information is also a part of the Service Billing.
Using points:
•
Bonus catalogue:
Choose your reward in the current version of the electronic catalogue, which is available on our website, in the section Corporate and Public Administration/My T-Mobile/T-Mobile Bonus/T-Mobile Bonus Catalogue.
•
Discount on goods at the brand shop:
ο
The discount can only be used by company representatives, i.e. the executive or authorised representative, or the person with the role of Responsible Person.
ο
Discounts for bonus points are provided from the basic prices for standard customers.
ο
The value of the discount for bonus points is used upon request from the customers with respect to the total number of bonus points on their bonus account – the system at the shops allows the use of points for one discount only from the level of one BA. If the LE customer wants to use more points for the discount, but has these on various BA, then they must ensure the transfer/merging of points to one BA through the customer before visiting the shop, which will then be used at the shop.
How to order:
•
In writing
•
Via telephone
ο
A telephone order can be placed based on knowledge of the Framework Agreement number and
Responsible Person’s password.
ο
The goods will be delivered to your invoicing address or company registered office.
•
Via e-mail to the address business@t-mobile.cz
Delivery of goods:
Courier service or post
Expiry of points:
The validity of points is 18 months from their crediting, and after this period the bonus points will expire. The customer must redeem the points by the end of the given quarter, otherwise they will expire.
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You can use the offer to extend the Subscriber Contract if the status of your Subscriber Contracts is for an indefinite term or if the agreed term of your Subscriber Contract concluded for a definite term will expire in the next 6 months.
We will send you the offer to extend the Subscriber Contract automatically. You can choose from the following options:
T-Mobile Extra Business
If you extend your Subscriber Contract by 24 months using the T-Mobile Extra Business offer, you will obtain a new mobile telephone for a preferential price, which you can reduce even further using T-Mobile Bonus points. Moreover, you can get a Twist card for a preferential price.
Minimal monthly fulfilment
The amount that you undertake to pay every month in exchange for a preferential telephone price. The obligation applies always to one specific number. Each offered telephone has several price levels, depending on the customer’s minimal monthly fulfilment. The higher the MMF, the better the price of the telephone. The obligation is calculated based on the amount after the discount. If you do not fulfil the minimal monthly fulfilment, a contractual fine will be imposed.
T-Mobile Hit Business
If you decide to extend the Subscriber Contract by 24 months and choose the T-Mobile Hit Business offer, you will obtain 20% more affordable prices for all calls made with the SIM card, which is linked to the extended Subscriber
Contract. T-Mobile Hit is designated primarily for telephone numbers that are intensively used for calling.
For each telephone number you can use only one of the alternatives, T-Mobile Extra Business or T-Mobile Hit
Business.
How to request extension of Subscriber Contracts:
The condition for obtaining the benefits linked to the offer is the signing of an Amendment, in which you undertake to use the services of T-Mobile Czech Republic a.s. for another 24 months.
If you decide to extend your Subscriber Contract, simply indicate the chosen offer in the Amendment and affix the signature of the Responsible Person, stamp and date. Send the original Amendment with the attachment vie post or e-mail to the Customer Centre – Top Business.
Your request will be handled within 30 business days from its delivery to the address of the Customer Centre – Top
Business. You can obtain the Amendment from us as an offer to extend the contract upon request at the Customer
Centre – Top Business.
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How to file a complaint:
•
At the telephone number: 603 604 644, 4644 (from the T-Mobile network)
•
In writing (letter, fax) – to the address T-Mobile Czech Republic a.s., Úsek služeb zákazník ů m, Tomí č kova
2144/1, 149 00 Prague 4
•
Via e-mail sent to the Customer Centre – Business – business@t-mobile.cz
For the successful handling of your request, it is necessary to explain or describe the given matter in detail. Anybody from the company can submit a complaint. However, the authorised administrator must be informed of the resulting solution and potential compensation.
If you find a defect in your mobile telephone within 10 days from delivery, we will replace it free of charge with a new one. However, this claim assumes the returning of the defective telephone in its original packaging. The justification of the claim will be assessed by our service partner.
Claims of telephone devices or accessories may be applied by telephone at the Customer Centre – Business or in
person at a T-Mobile brand shop. Mobile telephone claims may also be submitted at the brand shop by end users.
•
Via telephone (Service Administrator)
ο
After providing the FA number or ID number and password (if calling directly from the telephone number listed under the FA, the password is sufficient), the representative of the Customer Centre
– Business will compile the claim protocol, which will state:
1) Address where the telephone can be collected
2) Name of the person that will hand it over and their telephone number
3) E-mail address for potential sending of a price proposal
4) Purchase date of the telephone
5) Type, serial number and blocking code of the telephone (if the user changed it)
6) Detailed description of the defect
ο
If we receive your claim by 15:00, we will collect the device on the following business day between
8:00 and 16:00 (claims received after 15:00 will be collected on day later).
ο
Should you be interested, we can provide a substitute telephone. If the warranty repair is changed to a non-warranty repair (i.e. the claim is not acknowledged), we will send you a service price proposal. It will be up to you to decide whether to repair the device.
•
In person
ο
T-Mobile brand shop or partner shop
The brand shop representative or salesperson will complete the claim protocol with you.
Should you be interested, we can provide a substitute telephone throughout the claim period (under the condition that telephones for lending are available at the given shop).
Takeover of the repaired device and returning of the borrowed telephone (if applicable) will take place at the same shop where the claim protocol was compiled.
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• Via telephone (Service Administrator)
ο
After providing the FA number or ID number and RP or ADS password, the Customer Centre representative will compile the claim protocol, which will state:
1) Address where the telephone can be collected
2) Name of the person that will hand it over and their telephone number
3) E-mail address for potential sending of a price proposal
4) Purchase date of the telephone
5) Type, serial number and blocking code of the telephone (if the user changed it)
6) Detailed description of the defect
7) Expected price for repair that you are willing to pay (indicated without VAT with a possible
30% increase)
ο If the expected price for repair is higher, we will send you a service price proposal and will await your reply whether or not to perform the repair. In this case, a new 30-day deadline starts again.
•
In person
ο
T-Mobile brand shop or partner shop
The brand shop representative or salesperson will complete the claim protocol with you.
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Number porting means switching from your current operator to a new operator with the option of retaining the telephone number you have with your current operator. You can port several numbers at once.
In short, the entire process consists of the following steps. You place a number porting order with T-Mobile
(performed by the Responsible Person) – this means you generate a number porting code (NPC) and conclude a
Subscriber Contract with T-Mobile. Then you submit your resignation to your current operator, whom you are leaving, and along with this resignation you submit the generated NPC. Our systems and the systems of your current operator will take care of the rest, whereas a date (respectively night) is set when your number will be ported. This means that at the given moment, all of the services of your current operator on your old SIM cards will stop working, and T-Mobile services will be activated on the new SIM card, which you receive from us (as soon as you conclude the Subscriber Contract). The Č TÚ supervises the correct functioning of the entire process.
Overview of individual steps and deadlines that you should take / fulfil:
1) Create a porting order with T-Mobile – i.e. generate a NPC. In the idea case, you will conclude a
Subscriber Contract with us at the same time – whether or not your number will be ported then depends entirely on whether your operator will be able to release your number – in this case, we recommend ensuring the possibility of porting in advance (by calling your current operator’s info line), before you place a porting order with T-Mobile.
2) Within 10 business days from placing the porting order with T-Mobile, it is necessary to submit
resignation to your current operator (request to terminate services) and along with it to submit the NPC we generated. If this does not occur within the deadline, the order will be cancelled. If you insist on porting, you must start again from the previous step.
3) As soon as your current operator receives your resignation and the NPC generated by T-Mobile, it has
3 business days to decide whether or not to release your number. If it releases your number, the operator will inform you of this via SMS and we will also find out about this through our systems.
4) From this point on – i.e. from the release date, T-Mobile has 12 business days to plan a date with your current operator to port your number. Number porting must take place at latest within 14 business days from the release of your number by your current operator. In order for number porting to be planned and subsequently carried out, however, you must have a concluded Subscriber Contract with T-Mobile and you must have a SIM card from use. Therefore, it is ideal to conclude the Subscriber Contract with us while placing the porting order (i.e. generating the NPC). In extreme cases, in order to enable porting of your number, you can conclude the Subscriber Contract with us in the period between placing the porting order and submitting resignation to your current operator. However, you must conclude the Subscriber Contract with T-Mobile at latest on the date of submitting your resignation. If your Subscriber Contract is concluded later, your number might not be ported for capacity reasons – your porting order will be cancelled and you will have to place a new porting order and new resignation.
What happens if your current operator does not release your number(s)?
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If you conclude a contract for a definite term with us:
If your porting order is rejected, it is possible to request the referral of the Subscriber Contract to a new porting order within 60 calendar days from signing the Service Order. If the rejected order is more than 60 calendar days since the release of the porting order, a number will be allocated from the range of T-Mobile number instead of your ported number (all according to the conditions of number porting).
•
If you conclude a contract for an indefinite term with us:
Upon rejection of the porting order, the Subscriber Contract for the numbers therein will be terminated.
As the Responsible Person (RP), you request porting form a different operator and thus obtain the NPC – unique
number porting identification number.
You have several options, upon agree with the new operator:
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1 NPC for max. 99 numbers
•
1 NPC for 1 telephone number
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Submit your resignation + the list of telephone numbers and their NPC upon agreement to your personal consultant, who will ensure the release of the numbers and their deactivation in the TMCZ network. The request for termination of the contract must be signed by the authorised person. The status of the contract on the date of delivery of the request must be “indefinite term”.
The validity of the NPC is 10 business days from its generation, i.e. it is necessary to submit resignation at latest within 5 business days from generating the NPC in order to ensure the seamless course of number porting.
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