BOOST MOBILE APPLE iPHONE 5c / 5s / 4s Training Guide 11.06.
Boost Mobile – General Training Topics REMINDER: There are NO Exclusive iPhone rate plan Discounts available for Boost Mobile similar to Virgin Mobile A Bookmark for “Boost My Account” WILL BE in the Safari Browser Bookmark. This is different than the Virgin Mobile iPhones where the “Virgin My Account” was NOT in the Bookmark. Monthly plans available for iPhone 4s, 5c and 5s. PLEASE NOTE: ALL iPhone devices are eligible for shrinking payments.
CUSTOMERS MUST DISABLE ACTIVATION LOCK ON APPLE PRODUCTS WITH iOS7 If a customer needs to return Apple equipment or for any service related requests, the customer must disable activation lock on Apple Products with iOS7. o Activation Lock: is automatically enabled as part of Find My iPhone in iOS7; this ties a customer's iPhone to their Apple ID.
message to an iMessage customer. IF iMessage fails, a customer will receive an “Undelivered” error. o 11.06.2013 SOLUTION: Tap on the “Undelivered” status and choose “Send as SMS”. Advise customers to change the default setting of “Send as SMS” to “On”.
HANDSET INSURANCE AND APPLECARE+ Boost Mobile iPhones are also eligible for the Handset Insurance through Assurant. Below are the differences between what is covered under each program. Please make customers aware of both options. Customers CAN purchase either program or can opt to purchase BOTH at the same time. Customers will have the option to decide where to direct their device service based on cost savings.
Phone Insurance $5 MRC Warranty support through OEM – Standard Warranty Insurance Claim @ Assurant • Lost • Stolen • Damage • Cracked screen or housing • Flip/keyboard separated • Total device failure (DBR) • Circuit board damage • Liquid damage/corrosion • Smashed device Deductibles: • $175 There will be a standard $175.00 deductible for the iPhones under this program.
After the Assurant Insurance selection is completed or if Assurant Insurance is not selected, then the transaction will continue through the Review Your Selections & Make Payment screens. The AC+ Notification Pop occurs when the Complete Your Activation screen is presented. 11.06.
HOW TO INSERT A UICC / SIM CARD Step Action 1 Locate the UICC tray on the right side of the device 2 Insert the UICC/SIM eject tool (included in the box) or the end of a small paperclip. Press firmly and push it straight in, until the tray pops out. Note: If the paper clip is too big, or too small, the tray may not pop out. Please locate and use the UICC/SIM eject tool. 3 Remove the ejector tool from the tray, and then pull the tray out of the device. 4 Remove UICC card from UICC/SIM card holder.
HOW TO ENTER THE UICC INFO IN PORTAL DURING ACTIVATION: During activation process you will need to enter the UICC Card info into the activation portal The ICCID is written on two locations: o On the UICC card holder (which is the size of a Credit Card) o On the removable UICC card The activation landing page appears. 11.06.
Enter the equipment identifier information: 11.06.
APPLE iPHONE 5c Programming Instructions 11.06.
Wi-Fi ACTIVATION AND PROGRAMMING: Follow the steps below to activate and program iPhone handsets that have never been activated or programmed with another number. Step 1 Action Tell the customer that voicemail from their old phone will not transfer to the iPhone. Customers should retrieve any important voicemail messages from the voicemail on their old phone. Tell the customer to turn off their old phone if they are swapping from a Boost Mobile phone to an iPhone.
6 Select Country or Region. 7 To use Wi-Fi, tap a Wi-Fi network to connect to. 8 If necessary, enter credentials to connect to the selected WiFi network. 9 Once connected to Wi-Fi Network, Activation will continue. 11.06.
10 It may take a few minutes to activate your iPhone will appear. 11 Tap Enable Location Services. 12 Choose option to setup iPhone If customer has not had an iPhone previously: o Select Set Up as New iPhone to setup If customer has a iCloud backup of a previous iPhone: 1. Select Restore from iCloud Backup. 2. Enter Apple ID and Password If customer has a iTunes backup of a previous iPhone: 0. Select Restore from iTunes Backup 1.
13 You or the Customer can now Sign In with Apple ID or Create a Free Apple ID or skip this step. 14 If you skip Apple ID Sign in or Creation, you will receive this prompt. Select Skip to skip or Back to return to the previous screen and set up an Apple ID. 15 Select Agree to accept Terms and Conditions then tap Agree again. 11.06.
You or the customer will be prompted to create a 4-digit Passcode or skip the step. 17 Siri options appear. Select Use Siri or Don't use Siri, as desired. 18 At the Diagnostics screen, select either Automatically Send or Don't Send. 11.06.
19 Select Get Started. 20 No Service or No Service appears in the upper left-hand corner of the screen. 21 A "waiting for activation" message may appear. Select Dismiss. 22 An "iPhone was not activated" message may appear. Select Try Again. If "iPhone is not Activated" error messages continue to appear, restart the iPhone. Press and hold the Power key and then slide the arrow icon to turn the device off. Press the Power key to turn the device on again. 11.06.
23 iPhone is activated will appear. Select Dismiss. If the iPhone does not activate, ensure that the Wi-Fi network can actually connect to the Internet. Launch Safari and see if you can browse the web or whether you are prompted to authenticate with the Wi-Fi network. 24 The iPhone is activated and ready to use. NOTE: After the device is activated, you can turn off Wi-Fi through the Settings Menu..
iTUNES ACTIVATION AND PROGRAMMING: Follow the steps below to activate an iPhone handset that has never been activated or programmed with another number through iTunes. (Please see iTunes version criteria above) NOTE: iTunes version 11.1 or later is required. If you have an earlier version of iTunes, they will need to upgrade to iTunes version 11.1 or later. Step 1 Action Tell the customer that voicemail from their old phone will not transfer to the iPhone.
6 Select Country or Region then tap Next. 7 If it appears, select Connect to iTunes. 8 If a confirmation message appears, select Continue. 9 Connect the iPhone via the USB cable to a computer with iTunes and an Internet connection. NOTE: Connect to iTunes may appear on the screen 11.06.
10 iTunes launches on the computer. Welcome to your New iPhone is displayed. 11 NOTE: In some cases, an error message will be displayed indicating that the activation failed. The user will be asked to "Try again" or "Cancel". If this occurs, Disconnect the iPhone from the computer. Program through Cellular activation or Wi-Fi activation. 12 If the customer has never had an iPhone previously, iTunes will prompt Get Started. The customer can complete these steps later.
15 Tap Enable Location Services then tap Next. 16 If prompted, choose option to setup iPhone: If customer has not had an iPhone previously: o Select Set Up as New iPhone to setup If customer has a iCloud backup of a previous iPhone: o Select Restore from iCloud Backup.
18 If you or the customer skip Apple ID Sign in or Creation, you will receive this prompt. Select Skip to skip, or Back to return to the previous screen and set up an Apple ID. 19 Select Agree to accept Terms and Conditions then tap Agree again. 11.06.
20 You will be prompted to create a 4-digit Passcode or skip the step. 21 Siri options appear. Select Use Siri or Don't use Siri, as desired. Select Next. 22 At the Diagnostics screen, select either Automatically Send or Don't Send then select Next. 11.06.
23 Select Get Started 24 The iPhone will display Searching or No Service 25 After about a minute or so, coverage bars and the Boost icon appear in the upper-left-hand corner of the screen. If coverage bars do not appear, check the coverage map to verify you are in a coverage area. If you are in a network coverage area, then move closer to a window until you see coverage bars on the top left-hand corner. A message will be displayed: iPhone is activated. Select Dismiss.
27 Recommend the customer set up their voice mail. Select Phone then Voice Mail and follow instructions. 28 If the handset does not activate, complete a Hard Reset and guide the customer through Wi-Fi Activation and Programming or Cellular Activation and Programming. 11.06.
CELLULAR ACTIVATION AND PROGRAMMING: Follow the steps below to activate and program iPhone handsets that have never been activated or programmed with another number. Step 1 Action Tell the customer that voicemail from their old phone will not transfer to the iPhone. Customers should retrieve any important voicemail messages from the voicemail on their old phone. 2 Tell the customer to turn off their old phone if they are swapping from a Boost Mobile phone to an iPhone.
6 Select Country or Region. 7 Tap Use Cellular Connection 8 It may take a few minutes to activate your iPhone will appear. 9 Tap Enable Location Services. 11.06.
10 Choose option to setup iPhone If customer has not had an iPhone previously: o Select Set Up as New iPhone to setup If customer has a iCloud backup of a previous iPhone: 1. Select Restore from iCloud Backup. 2. Enter Apple ID and Password If customer has a iTunes backup of a previous iPhone: 0. Select Restore from iTunes Backup 1. Connect iPhone to computer that has the iTunes backup of pervious iPhone and follow onscreen instructions from iTunes.
13 Select Agree to accept Terms and Conditions then tap Agree again. 14 You will be prompted to create a 4-digit Passcode or skip the step. 11.06.
15 Siri options appear. Select Use Siri or Don't use Siri, as desired. 16 At the Diagnostics screen, select either Automatically Send or Don't Send. 17 Select Get Started. 18 No Service or No Service appears in the upper left-hand corner of the screen. 11.06.
19 A "waiting for activation" message may appear. Select Dismiss. 20 An "iPhone was not activated" message may appear. Select Try Again. If "iPhone is not Activated" error messages continue to appear, restart the iPhone. Press and hold the Power key and then slide the arrow icon to turn the device off. Press the Power key to turn the device on again. 21 iPhone is activated will appear. Select Dismiss.
23 Recommend the customer set up their voice mail. Select Phone then Voice Mail and follow instructions. 24 If the handset does not activate, complete a Hard Reset and guide the customer through Wi-Fi Activation and Programming or iTunes Activation and Programming. 11.06.
APPLE iPHONE 5s Programming Instructions 11.06.
Wi-Fi ACTIVATION AND PROGRAMMING: Follow the steps below to activate and program iPhone handsets that have never been activated or programmed with another number. Step 1 Action Tell the customer that voicemail from their old phone will not transfer to the iPhone. Customers should retrieve any important voicemail messages from the voicemail on their old phone. Tell the customer to turn off their old phone if they are swapping from a Boost Mobile phone to an iPhone.
6 Select Country or Region. 7 To use Wi-Fi, tap a Wi-Fi network to connect to. 8 If necessary, enter credentials to connect to the selected WiFi network. 9 Once connected to Wi-Fi network, Activation will continue. 11.06.
10 It may take a few minutes to activate your iPhone will appear. 11 Tap Enable Location Services. 12 Choose option to setup iPhone If customer has not had an iPhone previously: o Select Set Up as New iPhone to setup If customer has a iCloud backup of a previous iPhone: 1. Select Restore from iCloud Backup. 2. Enter Apple ID and Password If customer has a iTunes backup of a previous iPhone: 0. Select Restore from iTunes Backup 1.
13 You or the Customer can now Sign In with Apple ID or Create a Free Apple ID or skip this step. 14 If you skip Apple ID Sign in or Creation, you will receive this prompt. Select Skip to skip or Back to return to the previous screen and set up an Apple ID. 15 Select Agree to accept Terms and Conditions then tap Agree again. 11.06.
16 Touch ID can be set up now or Later 17 You will be prompted to create a 4-digit Passcode or skip the step. 18 Siri options appear. Select Use Siri or Don't use Siri, as desired. 11.06.
19 At the Diagnostics screen, select either Automatically Send or Don't Send. 20 Select Get Started. 21 No Service or No Service appears in the upper left-hand corner of the screen. 22 A "waiting for activation" message may appear. Select Dismiss. 11.06.
23 An "iPhone was not activated" message may appear. Select Try Again. If "iPhone is not Activated" error messages continue to appear, restart the iPhone. Press and hold the Power key and then slide the arrow icon to turn the device off. Press the Power key to turn the device on again. 24 iPhone is activated will appear. Select Dismiss. If the iPhone does not activate, ensure that the Wi-Fi network can actually connect to the Internet.
iTUNES ACTIVATION AND PROGRAMMING: Follow the steps below to activate an iPhone handset that has never been activated or programmed with another number through iTunes. NOTE: iTunes version 11.1 or later is required. If you have an earlier version of iTunes, they will need to upgrade to iTunes version 11.1 or later. Step 1 Action Tell the customer that voicemail from their old phone will not transfer to the iPhone.
6 Select Country or Region then tap Next. 7 If it appears, select Connect to iTunes. 8 If a confirmation message appears, select Continue. 9 Connect the iPhone via the USB cable to a computer with iTunes and an Internet connection. NOTE: Connect to iTunes may appear on the screen 11.06.
10 iTunes launches on the computer. Welcome to your New iPhone is displayed. 11 NOTE: In some cases, an error message will be displayed indicating that the activation failed. You will be asked to "Try again" or "Cancel". If this occurs, Disconnect the iPhone from the computer. Guide through Cellular activation or Wi-Fi activation. 12 If the customer has never had an iPhone previously, iTunes will prompt Get Started. The customer can complete these steps later.
14 If necessary, unlock the handset. Note: If the iPhone is at the Wi-Fi screen, click Next and then Continue when prompted to Continue without Wi-Fi. 15 Tap Enable Location Services then tap Next. 16 If prompted, choose option to setup iPhone: If customer has not had an iPhone previously: o Select Set Up as New iPhone to setup If customer has a iCloud backup of a previous iPhone: o Select Restore from iCloud Backup.
18 If you skip Apple ID Sign in or Creation, you will receive this prompt. Select Skip to skip, or Back to return to the previous screen and set up an Apple ID. 19 Select Agree to accept Terms and Conditions then tap Agree again. 14 Touch ID can be set up now or Later 11.06.
20 You will be prompted to create a 4-digit Passcode or skip the step. 21 Siri options appear. Select Use Siri or Don't use Siri, as desired. Select Next. 22 At the Diagnostics screen, select either Automatically Send or Don't Send then select Next. 11.06.
23 Select Get Started 24 The iPhone will display Searching or No Service 25 After about a minute or so, coverage bars and the Boost icon appear in the upper-left-hand corner of the screen. If coverage bars do not appear, check the coverage map to verify the customer is in a coverage area. If they are not in a coverage area, they need to relocate to an area with coverage.
26 The iPhone is activated and ready to use. NOTE: Depending on the available network coverage, in the upper left-hand corner, the device will display: Boost 1x = 1xRTT coverage Boost 3G = 3G EVDO coverage Boost LTE = 4G LTE coverage 27 Recommend the customer set up their voice mail. Select Phone then Voice Mail and follow instructions.
CELLULAR ACTIVATION AND PROGRAMMING: Follow the steps below to activate and program iPhone handsets that have never been activated or programmed with another number. Step 1 Action Tell the customer that voicemail from their old phone will not transfer to the iPhone. Customers should retrieve any important voicemail messages from the voicemail on their old phone. Tell the customer to turn off their old phone if they are swapping from a Boost Mobile phone to an iPhone.
6 Select Country or Region. 7 Tap Use Cellular Connection 8 It may take a few minutes to activate your iPhone will appear. 9 Tap Enable Location Services. 11.06.
10 Choose option to setup iPhone If customer has not had an iPhone previously: o Select Set Up as New iPhone to setup If customer has a iCloud backup of a previous iPhone: 1. Select Restore from iCloud Backup. 2. Enter Apple ID and Password If customer has a iTunes backup of a previous iPhone: 0. Select Restore from iTunes Backup 1. Connect iPhone to computer that has the iTunes backup of pervious iPhone and follow onscreen instructions from iTunes.
13 Select Agree to accept Terms and Conditions then tap Agree again. 14 Touch ID can be set up now or Later 15 The customer will be prompted to create a 4-digit Passcode or skip the step. 11.06.
16 Siri options appear. Select Use Siri or Don't use Siri, as desired. 17 At the Diagnostics screen, select either Automatically Send or Don't Send. 18 Select Get Started. 11.06.
19 No Service or No Service appears in the upper left-hand corner of the screen. 20 A "waiting for activation" message may appear. Select Dismiss. 21 An "iPhone was not activated" message may appear. Select Try Again. If "iPhone is not Activated" error messages continue to appear, restart the iPhone. Press and hold the Power key and then slide the arrow icon to turn the device off. Press the Power key to turn the device on again. 22 iPhone is activated will appear. Select Dismiss. 11.06.
23 The iPhone is activated and ready to use. NOTE: Depending on the available network coverage, in the upper left-hand corner, the device will display: Boost 1x = 1xRTT coverage Boost 3G = 3G EVDO coverage Boost LTE = 4G LTE coverage 24 Recommend the customer set up their voice mail. Select Phone then Voice Mail and follow instructions.
11.06.
APPLE iPHONE 4s Programming Instructions 11.06.
Wi-Fi ACTIVATION AND PROGRAMMING: Follow the steps below to activate and program iPhone handsets that have never been activated or programmed with another number. Step 1 Action Tell the customer that voicemail from their old phone will not transfer to the iPhone. Customers should retrieve any important voicemail messages from the voicemail on their old phone. Tell the customer to turn off their old phone if they are swapping from a Boost Mobile phone to an iPhone.
7 To use Wi-Fi, tap a Wi-Fi network to connect to. 8 If necessary, enter credentials to connect to the selected Wi-Fi network. 9 Once connected to Wi-Fi Network, Activation will continue. 10 It may take a few minutes to activate your iPhone will appear. 11.06.
11 iPhone Activated will appear when the device has been registered on the Apple servers. NOTE: Boost Mobile iPhones do not support international roaming. 12 Tap Enable Location Services. 13 Choose option to setup iPhone If customer has not had an iPhone previously: o Select Set Up as New iPhone to setup If customer has a iCloud backup of a previous iPhone: o Select Restore from iCloud Backup.
15 If you skip Apple ID Sign in or Creation, you will receive this prompt. Select Skip to skip or Back to return to the previous screen and set up an Apple ID. 16 Select Agree to accept Terms and Conditions then tap Agree again. 17 You will be prompted to create a 4-digit Passcode or skip the step. 11.06.
18 Siri options appear. Select Use Siri or Don't use Siri, as desired. 19 At the Diagnostics screen, select either Automatically Send or Don't Send. 20 Select Get Started. 11.06.
21 The iPhone Home screen displays. Searching appears in the upper left-hand corner of the screen. 22 A "waiting for activation" message may appear. Select Dismiss. 23 An "iPhone was not activated" message may appear. Select Try Again. 24 The "iPhone was not activated" message may appear again. Select Dismiss. If "iPhone is not Activated" error messages continue to appear, restart the iPhone. 11.06.
25 iPhone is activated will appear. Select Dismiss. If the iPhone does not activate, ensure that the WiFi network can actually connect to the Internet. Tell the customer to launch Safari and see if they can browse the web or whether they are prompted to authenticate with the Wi-Fi network. 26 The iPhone is activated and ready to use. NOTE: After the device is activated, the customer can turn off Wi-Fi through the Settings Menu.
iTUNES ACTIVATION AND PROGRAMMING: Follow the steps below to activate an iPhone handset that has never been activated or programmed with another number through iTunes. NOTE: iTunes version 11.1 or later is required. If you have an earlier version of iTunes, they will need to upgrade to iTunes version 11.1 or later. Step 1 Action Tell the customer that voicemail from their old phone will not transfer to the iPhone.
7 If it appears, select Connect to iTunes. 8 A confirmation message appears. Select Continue. 9 Connect the iPhone via the USB cable to a computer with iTunes and an Internet connection. NOTE: Connect to iTunes may appear on the screen 10 iTunes launches on the computer. Welcome to your New iPhone is displayed. 11 NOTE: In some cases, an error message will be displayed indicating that the activation failed. You will be asked to "Try again" or "Cancel".
12 An informational message displays: There is no SIM card installed in the iPhone you are attempting to activate. Device is activated on CDMA US network. International roaming requires a SIM. Boost Mobile devices do not support international roaming. Select Continue. 13 If the customer has never had an iPhone previously, iTunes will prompt Get Started. The customer can complete these steps later.
16 Tap Enable Location Services. 17 If prompted, choose option to setup iPhone If customer has not had an iPhone previously: o Select Set Up as New iPhone to setup If customer has a iCloud backup of a previous iPhone: o Select Restore from iCloud Backup. o Enter Apple ID and Password If customer has a iTunes backup of a previous iPhone: o Select Restore from iTunes Backup o Connect iPhone to computer that has the iTunes backup of pervious iPhone and follow onscreen instructions from iTunes.
19 If you skip Apple ID Sign in or Creation, you will receive this prompt. Select Skip to skip or Back to return to the previous screen and set up an Apple ID. 20 Select Agree to accept Terms and Conditions then tap Agree again. 21 You will be prompted to create a 4-digit Passcode or skip the step. 11.06.
22 Siri options appear. Select Use Siri or Don't use Siri, as desired. 23 At the Diagnostics screen, select either Automatically Send or Don't Send. 24 Select Get Started. 11.06.
25 The iPhone will display Searching or No Service 26 After about a minute or so, coverage bars and the Boost icon appear in the upper-left-hand corner of the screen. If coverage bars do not appear, check the coverage map to verify you are in a coverage area. If you are in a network coverage area, move closer to a window until you see coverage bars on the top lefthand corner. A message will be displayed: iPhone is activated. Select Dismiss. 27 The iPhone is activated and ready to use.
TROUBLE SHOOTING Searching/No Service Follow the steps below to troubleshoot an iPhone displaying "Searching" or "No Service" instead of Boost after activation or ESN Swap. Reattempt activation. Searching or No Service will display if a customer is located in an area without network coverage or if the customer is in a concrete / brick or steel structure.
OR Send customer to nearest Apple store 11.06.
