| Question | Answer / How to do it in Telgoo5 |
| How do I check whether a device is compatible with our network? | The buy-flow runs an IMEI compatibility check at order creation. For ad-hoc checks during a CSR call, use the IMEI lookup tool linked from the Customer Profile (or the carrier's IMEI checker if your tenant does not yet expose the in-line tool). |
| Can I check whether a device is locked or unlocked from inside Telgoo5? | Lock-status checks are run by the carrier. Telgoo5 surfaces the result inside the activation error if the device fails — but it does not currently expose a stand-alone lock-status checker. Open a helpdesk ticket if a customer disputes. |
| Can I see whether a device is blacklisted? | Same answer as lock status — the blacklist check is a carrier-side validation. Activation will fail with a "device not eligible" error if so. Use that error in your customer conversation; do not promise a manual override. |
| Where do I see if a customer is financing a phone? | There is currently no Financing flag visible on the Customer Profile. This is a known partner request and is on the product backlog. Until then, check the financing partner's portal directly. |
| A customer wants to exchange a defective device. What's the workflow? | 1) Verify warranty/return eligibility with the device aggregator. 2) Open the order in Customer Service. 3) For pSIM-to-pSIM, ship a new SIM and SIM-swap inside the BSS. For eSIM-to-eSIM, re-issue the QR. For mixed cases, do both. 4) Update inventory to mark the returned device. |
| How does device protection (Prosurety) work? | Add at point of sale or within the configured waiting period (typically 30 days from activation). Premium charges as a recurring add-on. Customers file claims directly with the protection provider — your CSR confirms enrollment status only. CSR-led training and a recording are typically supplied by the protection vendor. |
| Can I add insurance to a BYOD device? | Yes, but only inside the waiting period after activation, and the device must pass the protection vendor's eligibility check (model, age, condition). Outside the waiting period the customer cannot add protection. |
| What happens if a financed customer stops paying their financing partner? | The financing partner notifies Telgoo5 and the line is suspended (or de-provisioned, depending on the financing agreement). Coordinate via helpdesk@telgoo5.com so the correct suspend reason and notification are applied. |
| A customer wants to do a trade-in. Where does the credit show up? | Trade-in credit comes back as either a one-time wallet credit, a bill credit applied to the next invoice, or — for higher-value devices — an installment offset over multiple bill cycles. Confirm by checking Wallet, Billing And Invoice, and the financing partner's portal. |