Changes to the Device Swop and Re-issue processes

Changes have been made to the device swop and re-issue processes. In the field, nothing will change ie reps and agents still follow the exact same process to swop or reissue a device. 

However, the outcome of these activities have changed:

• Reissue Devices does the following:
  • - Clear Registration for the device
  • - Set Account state to Inactive
  • - Remove IMEI from Account
  • - Set IMEI state to Inactive
  • – Remains in rep / agents bootstock as Consignment Stock

• Device Swop does the following:
  • - Clear Registration for the device
  • - Remove IMEI from Account
  • - Set IMEI state to Inactive
  • – Remains in rep / agents bootstock as Consignment Stock
  •  

Reps and Agents will need to log a ticket with the Call Centre via e-mail to activate a device and the turnaround time for this to be done is within 24 hours.  The Contact Centre will check the history of the IMEI and if there is a history of swops and re-issues, escalate it to the Investigations Team.

Pleased request the Sales reps and agents NOT to send batches of devices to be reactivated at monthend or wait until the last minute for an activation if they only have 1 device.