1. How do I get support?
2. How do I do a warranty exchange?
3. How do I activate International Roaming?
4. How do I roam in Japan?
5. What countries will my wireless device work in?
6. How do I do a change of financial responsibility from Corporate to Personal?
7. How do I do a change of financial responsibility from Personal to Corporate?
8. What is my rate plan?
9. How do I migrate my number from Verizon/Sprint/T-Mobile to Cingular?
10. What do I do if I lose my wireless device?

1. How do I get support? [Back to top]

The Basics: Dial 611 from your wireless device or dial 1-800-888-7600 from any landline phone for Cingular Business End User Care. Please enter your wireless number at the prompt.

This group will be able to assist Juniper users with the following:
• Troubleshoot your mobile phone or Blackberry device
• Troubleshoot coverage issues and/or roaming issues
• Education/assistance with features, products currently on your service
• Explanation of your billing/rate plan

Cingular also provides great online resources for assistance with your wireless service. Visit one of the following URLs to learn more about your phone or troubleshoot issues you may be experiencing.

Cingular Support - Knowledge base on troubleshooting problems you may be experiencing with your phone.
Cingular Tutorials - Walkthroughs on using your wireless device.

2. How do I do a warranty exchange? [Back to top]

Please contact Cingular Business End User Care at 1-800-888-7600. When prompted, you will be required to enter your Cingular mobile number, Juniper's billing ZIP code of 94089, and our foundation account number (FAN) of 30212.

Warranty Exchange Requirements:
• The Warranty Exchange representative will gather information about the phone and troubleshoot the issue further to determine next steps.
• You must be off your wireless device and have it available.
• If the Warranty Exchange representative determines that the phone is defective and still under the manufacturer warranty, there will be options provided which may include: sending the equipment back to the manufacturer or processing an expedited exchange through Cingular Warranty.
• Dropped devices or water damage are not covered under warranty.


3. How do I activate International Roaming? [Back to top]

To verify if your Cingular mobile phone has an international roaming plan, please open a service call with the helpdesk.

4. How do I roam in Japan? [Back to top]

Carriers in Japan operate on a proprietary 2100 MHz UMTS networks. Juniper end users will need to rent a compatible device for this network.

DoCoMo is the approved vendor for Juniper travelers. End users can move the SIM card from their Cingular handset to the rental handset to ensure they are able to bill charges back to Cingular. This also allows calls to forward to their wireless number. DoCoMo: rentals can be obtained directly from the carrier at the airport in Japan. For more information visit the DoCoMo international roaming website.

5. What countries will my wireless device work in? [Back to top]

The following link will provide an updated list of all eligible countries:

http://www.cingular.com/learn/international/roaming/international-roaming.jsp

If you have further questions regarding international calling or calling while abroad, please contact Cingular’s International Wireless Care group. The toll free number is 1-800-335-4685 or 1-916-843-4685 (if traveling internationally) 24 hours a day.

6. How do I do a change of financial responsibility from Corporate to Personal? [Back to top]

Please submit a request here: http://helpdesk.jnpr.net to initiate this request.
Juniper IT/Telecom will then contact Cingular to have the account notated that the end user is authorized to take financial responsibility of that line of service.

When Juniper IT/Telecom has noted the account, you will be responsible for calling one of the following call centers to complete the change of financial responsibility into your own name.

TDMA Line: Juniper End User will call 1-800-298-2158 to complete the change of financial responsibility into their name.

GSM Line: End User will call 1-800-530-9476 to complete the change of financial responsibility into their name.

7. How do I do a change of financial responsibility from Personal to Corporate? [Back to top]

Please submit a request here: http://helpdesk.jnpr.net for approval to move your phone line to the Juniper corporate account. You then call into 1-800-888-7600 (Customer Care) to have the account notated that Juniper Networks can take over financial responsibility for that line of service. Then let the telecom group know that the note has been placed and they will move your line of service to the Juniper corporate account.

Please note: Billing changes may take up to 1 billing cycle before the account is billing to Juniper Networks.

8. What is my rate plan? [Back to top]

All Juniper Network employees are added to an existing company national pooled plan. The national pooled minutes plans allow users to share the unused minutes of existing pooled plan users. Company national Pooled minutes enhances the great feature and benefits you, the user, enjoy with Juniper’s national business contract. Juniper National pooled minutes calling plan is a straightforward wireless solution that gives the company the strength and flexibility to optimize its business communications. The company pooled plans are evaluated on a monthly basis and are optimized accordingly per user and minute usage.

Additionally, Juniper users are provided with access to standard features on the Cingular Wireless phone network. Here is a list of those features:

Voicemail - Voicemail is a service provided to access voice messages. Calls answered by voicemail are FREE! Listening to your messages when you use a home or office phone is also FREE! The only time you are charged airtime is when you access and use voicemail from your wireless device.

Caller ID - The Caller ID feature displays the number of an incoming call, provided that the caller does not have line number blocking. Customers may selectively block their caller id by selecting “hide my number” or the appropriate setting for their equipment type. If the caller’s number is blocked; the handset will display “private caller” or “no caller ID available.”

Call Waiting - The Call Waiting feature allows the users to answer a second call while the original call is still in progress. When in use, this feature will bill both calls simultaneously. Customers can see the number of the person calling.

World Connect Service - The World Connect feature enables customers to roam on GSM networks worldwide where Cingular Wireless has established roaming agreements.

9. How do I migrate my number from Verizon/Sprint/T-Mobile to Cingular? [Back to top]

On the Premier Site home page you will see a Local Number Portability (LNP) box prompting you for your existing number and ZIP code. Continue through the purchase experience and this will initiate the process to ensure you keep your same number.

In order to transfer your current number, we will need your existing account information from your current wireless carrier including your account number and billing address exactly as it appears on your current wireless invoice. It will be helpful to have a recent copy of an invoice from your current carrier before starting your order.

10. What do I do if I lose my wireless device? [Back to top]

Please call Cingular Business End User Care at 1-800-888-7600, as soon as you realize the handset is missing. Inform the representative that your mobile phone or Blackberry has been lost or stolen. They will immediately suspend service to ensure no calls can be placed. If you find the wireless device within 24 hours, you can call back, and the service will be reinstated.

If you are going to be unable to locate your wireless device, you may order a replacement through the Cingular Premier extranet portal.