Mobile Network and Device Testing – Employee Field Trial

Overview

 

Spectrum Mobile is making exciting changes to the Mobile Network in your area and making improvements to how your mobile devices perform on the new Mobile Network.  Our goal is to continue to provide the best quality of service to our customers and we are looking for employees to test these network changes. Free unlimited service and a mobile test device will be provided to those participating in the trial.  You can keep the device, data, and phone number once the trial concludes, but you will no longer be eligible for service reimbursement at that time.

  • Testing will focus on the validation of service and usability for the following:
    • Connectivity
    • Speed
    • Latency
    • and more
  • Testing start date:
    • Start:  January 2023
    • End:  Q1, 2024
  • Contact Us / Quick Links:
    • Issues Ticket – for any connectivity or device related issues; you can also navigate to this within the EFT platform (Centercode), under the Feedback tab
    • Mobile customer service (MCS): call (833) 224-6603 – for all standard account support (i.e. adding new lines and general billing support)
    • SpectrumDeviceTrial@Charter.com – Send us an email for any other questions

 

Mobile Charges and Participation Reimbursements

  • Monthly Service Charge:  $15 unlimited plan.
    • Testers must use a personal Credit Card for Mobile account and utilize the $15 unlimited plan for the trial device. 
  • Reimbursements:
    • While in the trial, you will receive monthly reimbursements through payroll for the service on the test device, provided you participate in completing all of the trial surveys.  Reimbursements will:
        • Be paid out on the 2nd payroll of each month (see line item “MOBILE” on your pay stub).
        • Be reduced proportionately if you bundle your account.  You will only be reimbursed for what you are charged for the test line.
        • Start automatically the month after you activate your test device.
        • Conclude automatically once your trial period is over.
  • International Long Distance (calling/data roaming):
    • International roaming will not be reimbursed through EFT.
  • Accessories:
    • Testers are not eligible for credits on accessories.
  • Retention Offer/Tax Responsibility:
    • Testers will be expected to retain service during the trial period scheduled to last through Q1, 2024.
    • Testers will be permitted to retain devices at successful conclusion of the trial.
    • Testers will be responsible for taxable impact of the depreciated value of the device.

 

Trial Device Requirements

  • PRIMARY PERSONAL DEVICE:
    • Testers must use the test device as your primary personal device throughout the trial which concludes at end of Q1, 2024
  • Bi-weekly Surveys:
    • You will be asked to complete bi-weekly survey questions about your test device's performance.
  • DO NOT REPLACE TEST DEVICE OUTSIDE OF THE EMPLOYEE FIELD TRIAL (EFT):
    • If you have an issue with the mobile test device at any time, DO NOT attempt to replace or return the device at any store or with an Mobile Customer Service (MCS) agent.
  • Meet With the Mobile Engineering Team In-Person:
    • Testers must be available to meet in-person with the mobile engineering team periodically (estimated once every two months) to manually load the test device software updates onto the device or troubleshoot and resolve any issues that arise.
  • In Office / On-Sites:
    • To allow us to test and collect data on specific locations, testers must be on-site at your assigned office at least twice per month.
  • Restricted Applications:  (See NDA below)
  • Non-Disclosure (NDA):
    • A non-disclosure agreement (NDA) will be executed regarding each part of this trial, and the trial as a whole.  It is important that you understand the sensitive nature of the trial and are compliant with the NDA guidelines.  The specific details of the NDA are listed in the document, but some restrictions include:
      • NOT sharing videos or screenshots of confidential information,
      • NOT downloading third-party apps that can track performance, 
      • NOT posting any confidential information on social media sources, and
      • NOT lending the test device to anyone else
  • Device Activation:
    • The EFT platform is your only source for device activation instructions.  Please follow the device activation instructions very carefully.
  • $15/month Unlimited Plan:
    • Testers must maintain the $15/month Unlimited Data plan on the test device throughout the trial in order to remain eligible for service credits.
  • Taxable:
    • Employees will be responsible for taxable impact of the depreciated value of the device.
  • Notify EFT Team if Making ANY Changes:
    • Testers MUST NOTIFY EFT Team when making any changes.  Some examples of a change are as follows:
      • Name
      • Address
      • Phone number
      • Traveling outside of coverage area for extended period of time
      • Lost phone
      • Service data issue
  • Must be in Charlotte Coverage Area:
    • Testers must live or work in the Charlotte coverage area in order to help with proper testing.
    • Testers must not have extended travel plans outside of the area.

 

Frequently Asked Questions (FAQs)

Q:  Why have I not seen my reimbursement in my pay stub yet?

A:  Reimbursements are paid out the month after you activate your test device, on the 2nd payroll of each month (not to be confused with the 2nd week of the month); it will appear as a line item labeled “MOBILE” on your pay stub.

Q:  Do I get to keep my test device after the trial is over?

A:  Yes, participants will be permitted to retain devices at successful conclusion of the EFT, but no longer be eligible for service reimbursement through this program.

Q:  How do I resolve any minor damage that occurs to my test device?  I want to continue with the trial.

A:  In the event of loss, theft or damage to the Mobile Device or any related equipment and accessories, testers are responsible for any cost associated with repairing or replacing the Mobile Device or any related equipment and accessories; testers will not receive reimbursement. 

Q: The box was received open.  The security seal is broken and the charging brick is missing.

A:  Device boxes will be opened and security seals will be broken prior to being mailed to you as the team prepares the device for the trial.  Devices are no longer provided with charging bricks.

Q:  Can I get a replacement device?  I want to continue with the trial.

A:  The trial is not offering replacement devices. DO NOT visit a store, DO NOT call Mobile Customer Service to replace the device.  

Q:  How can I get insurance protection on the EFT device?

A:  The test device does not qualify for protection plan because it was not purchased through the standard Spectrum Mobile purchase process.  

Q:  How do I return my test device / exit out of the trial but keep Spectrum service? 

A:  Contact the EFT Team.  They will email a FedEx return label to you so that you can return the test device. You are responsible for backing up your personal information and wiping the device.  If you do not have a device to replace the test device, you can contact Mobile Customer Service (MCS) to look into options for purchasing a mobile device.  

Q:  How do I return my test device / exit out of the trial and disconnect Spectrum service?         

A:  Contact the EFT Team.  They will email a FedEx return label to you so that you can return the test device. You are responsible for backing up your personal information and wiping the device.  You can make arrangements with an alternative provider to port the number away from Spectrum Mobile, there are no added penalties as a result of being in the Employee Field Trial and returning the EFT test device and disconnecting Mobile Customer Service (MCS).  

Q:  I do not want to use the trial device anymore, how do I exit out of the trial?  I did not keep my previous device.

A:  Contact the EFT team.  They will email a FedEx return label to you so that you can return the test device. You are responsible for backing up your personal information and wiping the device.  If you do not have a device to replace the test device, you can contact Mobile Customer Service (MCS) at (203) 224-6603 to look into options for purchasing a mobile device.  

Q:  Can I add a line to my current test device account?

A:  As long as your test device is still on the $15 unlimited plan, you can add a line.  However, please note that once you add a line, you will only be reimbursed for what you have been charged on your test line.

Q:  Can I continue using Spectrum Service if I travel out of the country?

A:  Please call Mobile Customer Service at (833) 224-6603 to activate international roaming.  (NOTE: You will not be reimbursed for international roaming charges.)

Q:  I did not receive any accessories with my test device.  Will I receive any accessories (i.e. adapter or a phone case)?

A:  No, we do not provide or cover the cost of accessories (case, screen protector, charging brick); users will have to manage and cover the cost themselves.  This is to be expected. The OEMs (Original Equipment Manufacturer) do not provide the cubes with new devices anymore.  It is "provide your own" with Apple and Samsung.

Q:  After the Trial period, can I go back to any plan that I want?

A:  Yes.  You can visit Spectrum.net or call Mobile Customer Service at (833) 224-6603 to change your plan as necessary after the trial.

Q:  I am having issues transferring data. It did not transfer all of my apps from my old device. It did not transfer photos from old device.

A:  Please call Mobile Customer Service at (833) 224-6603 for support with this issue.

Q:  I no longer live within our service area and have an OUT OF FOOTPRINT account.  Am I still eligible for testing?

A:  No, you must be within the Charlotte coverage area.