Training Manual
December 2019
Table of Contents
Brand Information . . . 3
Coverage. . . 3
Service Plans. . . 4
New Phone Activation. . . 6
Keep Your Own Phone. . . 7
Add-Ons . . . 8
Mobile Apps. . . 9
Frequently Asked Questions. . . 10
Keywords . . . 12
Brand Information
Why Total Wireless?
• Nationwide Coverage on America’s Largest and Most Reliable 4G LTE Network.
• Single line plans and Shared Data family plans.
• Buy a new phone or keep your own phone.
• No Contract, no Credit Check, and no Activation or Cancellation Fees.
Coverage
Total Wireless offers Nationwide Coverage on America’s Largest and Most
Reliable 4G LTE network.
➢ Total Wireless does not guarantee coverage or service availability, and the coverage
map is not a guarantee of coverage. Coverage is not available everywhere.
➢ Customers will not be able to operate their phone or make 911 calls if service is not
available.
Service Plans
Single Line (Individual) Plans
MSRP
Nationwide Talk and Text
Data
Service Days
$25
Unlimited
0
30
$35
Unlimited
6GB up to 4G LTE Speed^
30
$50
Unlimited
Unlimited
First 25GB up to 4G LTE
Speed^, then 2G Speed
30
How Single Line Plans Work
• All plans include Unlimited Nationwide Talk and Text.
• The $25 plan does not include Data.
• The $35 plan includes 6GB of Data up to 4G LTE Speed which is capped and cuts off
unless a new plan or Add-On Data is added.
• The Unlimited $50 plan includes 25GB of Data up to 4G LTE Speed, then 2G Speed.
Shared Data Family Plans
MSRP
Number of
Lines
Nationwide
Talk and Text
Data
Service
Days
$60
2
Unlimited
Unlimited
First 30GB of shared data
up to 4G LTE Speed^, then
2G Speed
30
$85
3
Unlimited
Unlimited
First 60GB of shared data
up to 4G LTE Speed^, then
2G Speed
30
$100
4
Unlimited
Unlimited
First 100GB of shared data
up to 4G LTE Speed^, then
2G Speed
30
^To get 4G LTE speed, customers must have a 4G LTE capable device and 4G LTE SIM. Actual
availability, coverage, and speed may vary.
How Shared Data Family Plans Work
Can be used with just one device but can support up to four devices (plan-dependent).
This example shows how the first device determines the service end date of all devices in the
group regardless of when they were activated.
Group Example
Line 1 Line 2 Line 3 Line 4
Activation date - July 1 Service end-date - July 31
Activation date - July 1 Service end-date - July 31
Activation date - July 19 Service end-date - July 31 Activation date - July 10
Service end-date - July 31
Multiple lines of one Shared Data Family Plan is called a group. The service plan
determines how many devices can be added to a group.
The first device of the group to be activated determines the service end-date of all the
devices within the group.
Any line activated later in the service plan cycle receives only the number of days
remaining in the cycle.
Once the high speed Data allotment is used, Data slows down to 2G Speed unless a new
plan or Add-On Data is added. Customer still has Unlimited Talk and Text for the remaining
service days.
If a customer adds a new Multi-Line Shared Data Plan prior to their service end-date, they
lose any remaining Data and Service Days left on their plan.
New Phone Activation
How to Activate
Step 1 Customers can visit TotalWireless.com or call Customer Care at (866) 663-3633.
Step 2 Enter the IMEI Number from the red Start Here instructions in the package.
Step 3 Enter the Service PIN from the back of the airtime card or receipt.
Step 4 Turn phone off and back on to complete activation.
Unlocking Policy
Total Wireless will provide an unlocking code to customers who request
unlocking, provided they meet the following conditions:
✓
The Total Wireless phone must have been activated and service redeemed for no fewer
than 12 consecutive months.
✓
Customers possess a Total Wireless phone that is not reported stolen, lost, or associated
with fraudulent activity.
To check eligibility or submit an unlocking request, customers can:
➢ Go to tfwunlockpolicy.com.
➢ Call (888) 442-5102.
Keep Your Own Phone
How it Works
•
Customers can keep their own compatible Verizon phone.
•
Check compatibility by texting BYOP to 611611 or visit TWBYOP.com.
•
Customers need to buy a Total Wireless Keep Your Phone CDMA SIM KIT and a
service plan.
How to Activate
Step 1 – Select the SIM Size. Detach the SIM size that fits the phone.
Step 2 – Insert the SIM. For help, go to TWBYOP.com/insert.
Add-Ons
$10 Add-On Carryover Data
• Includes 5GB of up to 4G LTE Data. Does not
include service days, talk, or text.
• Must be used in combination with an active Total
Wireless plan.
• Usage starts after all active plan high-speed data is
consumed.
• Unused data rolls over with active service.
• Unlimited add-on data cards can be purchased.
• Expires 30 days after last day of service.
$10 Global Calling Card (Online Only)
•
Adds a $10 credit to make international calls
to any destination – landline or cellular.
• Must be used in combination with any
active Total Wireless plan.
• Dollar amount is deducted based on
both the destination rate and call time.
Balance carries over.
• Expires either 30 days after last day of
service or 180 days after last use of the
$10 Global Calling add-on (whichever
occurs first).
For rates:
totalwireless.com/ildrates
Mobile Apps
Total Wireless My Account
Use this app to find the Service End Date,
track data usage, and more.
Total Wireless Transfer
Wizard
Use this app to transfer personal content
(such as messages, contacts, and pictures)
from one smartphone to another.
Total Wireless International
Dialer
Use this app to directly call stored contacts or
international numbers without dialing an
access number.
Call Detector
Use this app to block calls from unknown or
anonymous callers.
Surfie for Total Wireless
This app protects children from cyber-bullying, provides alerts about their location, prevents
access to websites with inappropriate content, and identifies mobile apps in use.
Frequently Asked Questions
Service Plans
Question
Answer
How long are plans good for? 30 days.
Is Nationwide Talk and Text included with all plans?
Yes, Unlimited Nationwide Talk and Text is included with all plans.
Is high-speed Data included with all plans? No, the $25 plan does not include Data.
What happens when a customer runs out of high-speed Data?
Except for the $35 plan, the Data will slow down to 2G Speed.
When does a customer need to add airtime to keep their service active?
Before the Service End Date.
How can a customer add airtime? Customers can visit a store, text “ADD” to 611611,
visit TotalWireless.com, or call Customer Care at 866-663-3633.
What is included in a Shared Data Family Plan? Each plan includes Unlimited Nationwide Talk, Text, 30 days of service, and high-speed Data (plan-dependent) to be shared among all lines.
What happens when an additional line is activated during an active service cycle?
An additional line will only receive the number of days remaining in the cycle that was activated by the first line.
Keep Your Own Phone and New Phone Activation
Question
Answer
What phones are compatible with the Total Wireless Keep Your Own Phone program?
CDMA Unlocked or Verizon compatible phones.
How can you check a phone’s compatibility? Text “BYOP” to 611611 (standard text message rates apply) or visit TWBYOP.com.
What does a customer need to activate their own phone?
A Keep Your Own Phone SIM Activation Kit and a service plan.
Is a SIM kit required to activate a Total Wireless Mobile branded phone?
No. All Total Wireless branded phones are sold with a SIM card already in the phone.
Can a customer’s Total Wireless phone be unlocked?
Yes, as long as:
• The Total Wireless phone has been activated and service redeemed for no fewer than 12 consecutive months. • The Total Wireless phone is not reported
stolen, lost, or associated with fraudulent activity.
Visit TotalWireless.com for more details.
Add-Ons
Question
Answer
What does $10 Add-on Data include? $10 Add-on Data includes 5GB of high-speed Data
to use with any active plan.
When does the data on the $10 Add-on Data card take effect?
Add-on Data starts after the active plan high-speed data is consumed.
What if there is a data balance left over at the end of the service cycle?
Unused balance rolls over to the next service cycle with active service.
What is the $10 Global Calling Card? The card adds a $10 credit to make international
calls to any destination. The credit must be used in combination with any active plan.
What happens if there is a remaining balance on a $10 Global Calling Card?
Any remaining balance carries over to the next service month.
Does the balance of the $10 Global Calling Card expire?
Yes, the balance expires either 180 days from the last day of use or 30 days after the Service End Date (whichever occurs first).
Keywords
Customers may text any of the keywords listed below for assistance with their
phone or service.
Keyword
Action
Add Allows the customer to add airtime through 611611 by adding a PIN(s) to their current number or another number.
App Allows the customers to download link for Brand/OS My Account App.
Apps Allows the customers to download link for Brand/OS for all APP store APPS.
Balance Allows the customer to check their data domestic balance.
Block Provides the customer with instructions on how to block a phone number.
Bot Provides the customer a link that connects them to a representative via Facebook Messenger.
Buy Allows the customer to buy a service plan using a credit card.
BYOP Allows the customer to check phone’s eligibility for BYOP.
Car Allows the customer to look up the compatibility between their car and the Audiovox Car Connection device.
CDR Allows the customer to request their call detail records.
Chat Provides the customer a link that connects them to a representative on the
website.
Coverage Allows the customer to verify coverage in their areas.
DataOpt Allows the customer to change or remove their Data Optimizer Feature.
Deals Allows the customers to see the list of discounted deals available for
purchase.
DNC Allows the customer to register their phone number to avoid unwanted and unsolicited telemarketing sales calls.
Due Date Provides the customer their Service End Date. This service also provides
their latest due date if there is a pin added in the Reserve.
Four Provides the customer the last 4 digits of their phone’s serial number.
Help Provides the customer with a link to direct them to a self-service menu with a
list of all keywords available upon their needs.
ILD Provides customer the International Long Distance (ILD) access number.
Join Allows the customer to receive a link to access My Account and/or an
instruction to call customer service.
Lost Provides the customer a link to access My Account and/or an instruction to
call customer service.
LTE Allows the customer to receive information on how to enable LTE on their phone.
Keyword
Action
MINC Allows the customer to change their phone number.
Multiline Allows the customer to add another line to the account.
Order Allows the customer to check the status of their warranty exchange ticket(s).
Password Allows the customer to reset their My Account password.
Perks Allows the customer to check perks provided to them.
Phone Allows the customer to obtain their phone number and Service End Date.
Phone model Allows the customer to look up for handset tutorials by texting their phone
model.
Plan Provides information about the customer’s current plan.
Points Allows the customer to check their current points.
Port Allows the customer to port a phone number from another company or
activate a service with a new number.
QVC Provides exclusive APPS to QVC customers.
React Allows the customer to reactivate a phone (either their own or someone
else’s service from any active mobile phone).
Refer Allows the customer to refer potential customers and gain points.
Rewards Allows the customer to enroll in the Rewards Program and provides
instruction on how to access the Loyalty Rewards Program website.
Screen Allows the customer to learn some basic phone functions.
Search Allows the customer to search the web through 611611.
SIM Provides instruction on how to install a SIM Card into the phone.
SmartPay Provides the customer a toll-free number for them to inquire about the
program.
Spam Allows the customer to block unwanted callers.
Store Allows the customer to look up for the nearest retailer.
Support Allows the customer to troubleshoot technical issues they are experiencing.
Survey Allows the customer to participate in the survey to evaluate their Customer
Service experience.
Switch Allows the customer to find out what they need to be able to transfer their
phone number to any one of our brands.
Ticket Allows the customer to check their current ticket or another ticket number.
Tutorial Provides a link of tutorials of the customer’s actual phone model.
Usage Allows customer with unlimited plan to look up their current data usage.
Videos Allows the customer to get access to videos for further assistance with SIM
card and data transfer.
WFC Allows the customer to verify eligibility for Wi-Fi Calling.
WiFi Allows the customer to look up helpful tips on connecting to Wi-Fi and
managing data usage.
