Network & Coverage - Basics

What are the benefits of 5G?

• Faster Speeds

• Improved Coverage

• Enhanced Media Quality

• More Reliable Service

What are the different types of 5G?

• Extended Range 5G

• Magenta MAX 5G

• Ultra Capacity 5G

• Go5G

What does a customer need in order to take advantage of 5G?

• Magenta 5G feature

• 5G coverage in the area they are using the device

• A 5G specific rate plan

• A 5G compatible device

How do you verify the coverage that a customer should be receiving at a location?

• Ask the customer how many bars of service they usually get.

• Use the coverage map

• Check C2

• Have the customer use the coverage map on T-Mobile.com

Why does T-Mobile use different frequency bands in the network

• To have multiple layers of 5G that each specialize in something different

• To focus on delivering great coverage only

• To limit data speeds customers can get

• To focus on delivering super fast speeds only

What are some common things that could impact signal?

• Weather

• Distance between the device and the tower its connected to

• Nearby buildings

• Seasonal changes

What is network modernization?

• When T-Mobile upgrades and improves its network towers

• When T-Mobile fixes a tower issue

• When T-Mobile shuts down a tower

• When T-Mobile acquires new spectrum

What are the three potential root causes of a troubleshooting issue?

• Device

• Network

• Account

• Situation

When asking probing questions to help a customer troubleshoot, what should your questions focus around?

• Situation

• Location

• Account

• Device

How should you respond to a network outage?

• Be empathetic to customer's situation

• Give specific details about the outage and when it will be resolved

• Tell customers that our engineers are aware and are working on it

• Tell customers we are having a nationwide outage

• Be pathetic to customer's situation