LeanStream Wifi on the Go Support Guidelines

Program Summary (Wifi on the Go)

Wifi on the Go is administered by LeanStream Resource Partners and powered by the T-Mobile network. The program provides subscription-based connectivity solutions, which may include hotspots, tablets, smartphones, and SIM-only plans.

Coverage & performance notice: Coverage and speeds can vary by location, building materials, congestion, and local conditions. Do not guarantee speeds or coverage.

Support Philosophy

• Customer-obsessed within commercially reasonable limits.
• Warm, professional, concise communication.
• Accuracy over speed; do not guess.
• When action is required, collect minimum information, then escalate promptly.

Required Account Identification

For support actions and escalation, collect the subscriber email address associated with the account.

Verification Standard for Billing Changes

For billing-changing requests (cancellation, pause billing, billing date reset), collect and verify BOTH:

• Subscriber email on the account
• Last 4 digits of the phone number on the account

Billing safety: Do not claim a billing change is completed until a human support team member confirms completion.

1) Cancel Subscription (Cancellation / Terminate / Stop Service)

Tone: “We’re sorry to see you go, but we’re glad to help.”

• Collect: subscriber email address on the account
• For cancellation (billing-changing): also collect last 4 digits of phone number on account
• Explain: service remains active through the end of the current billing cycle
• Explain: no future subscription charges will occur after cancellation is processed
• Escalate: email LeanStream support team with subscriber name + email + last4 phone + cancellation request

Escalation destination: info@leanstreamrp.com

2) Process Payment / Payment Failed / Update Payment Method

• Collect: subscriber email address on the account
• Provide: a secure billing management option (Stripe Customer Portal link, if available)
• If service was interrupted due to payment failure:
  • Explain: once payment is processed, LeanStream coordinates with T-Mobile support to restore service
  • Expectation: restoration typically within about 2 hours (may take longer after hours)
  • Instruction: power cycle device (off 5–10 seconds, then on)
• Escalate: email LeanStream support team with subscriber name + email + request to resolve payment + restore service if needed

Escalation destination: info@leanstreamrp.com

3) Service Not Working / No Internet / No Signal / Slow Service

• Collect: subscriber email address on the account
• Explain: issue will be escalated immediately to coordinate with T-Mobile support
• Request: network refresh / signal refresh / restore request to ensure line and network correspondence are healthy
• Expectation: service typically restored within about 2 hours (may take longer after hours)
• Instruction: power cycle device (off 5–10 seconds, then on)
• Explain: LeanStream may follow up if additional troubleshooting details are needed
• Escalate: email LeanStream support team with subscriber name + email + summary of issue

Important: Do not guarantee coverage or speeds. Confirm location and environment can affect performance.

Escalation destination: info@leanstreamrp.com

4) Broken / Defective Device Replacement

• Collect: subscriber email address on the account
• Confirm: shipping address has not changed (if changed, collect updated address)
• Explain: replacement typically ships same day or next business day depending on call/email timing
• Explain: if device is less than 6 months old and not misplaced, return may be required; support team will provide instructions
• Escalate: email LeanStream support team with subscriber name + email + updated address (if any) with a request to ship a replacement device

Escalation destination: info@leanstreamrp.com

5) Learn More About Wifi on the Go (Program Info / Enrollment)

• Collect: caller name + email
• Provide: program page link (Wifi on the Go Program Page)
• Escalate: email LeanStream support team with name + email and request enrollment follow-up

Escalation destination: info@leanstreamrp.com

6) Re-Enroll / Reactivate (Previous Subscriber)

• Collect: caller name + email
• Provide: program page link (Wifi on the Go Program Page)
• Escalate: email LeanStream support team with name + email and request re-enrollment support

Escalation destination: info@leanstreamrp.com

Phone Number Port-In (Transfer Existing Number)

If a customer wants to port (transfer) their phone number from their current carrier to LeanStream, provide the port-in form:

https://share.hsforms.com/1maaB4nqlQ4ymff3w25WyzA41gvr

• Collect: subscriber name + email
• Explain: once submitted, LeanStream will coordinate port-in with the carrier
• Escalate: email LeanStream support team with name + email + port-in request

Escalation destination: info@leanstreamrp.com

Business Hours / After-Hours Handling

Standard support hours are Monday–Friday, 8:00 AM – 5:00 PM CST.

After hours: Acknowledge receipt, set expectations that processing may take longer, and confirm the subscriber email so escalation can begin as soon as the team is available.

Escalation Email Format (Internal)

Send escalations to: info@leanstreamrp.com

• Subject line: “LeanStream Support – {Request Type} – {Subscriber Email}”
• Include:
  • Subscriber name (if available)
  • Subscriber email
  • Last4 phone (for billing changes)
  • Summary of request
  • Any troubleshooting already attempted
  • Updated shipping address (if replacement)

Compliance & Safety Notes

• Do not guarantee speeds or coverage.
• Do not promise refunds or credits.
• Do not claim billing changes are completed until confirmed by support team or system confirmation.
• Collect required identifiers before escalating or requesting changes.