MetTel - Wisconsin Mobility - User Guide - 7.25.22.pdf
PDF 434 KB Posted
- Contract number
- 505ENT-M22-WIRELESSPH-XX
- Issued by
- Wisconsin
About this file
This is a Wireless User and Escalation Guide prepared by MetTel (Manhattan Telecommunications Corp. DBA MetTel, TIN: 51-0374236, DUNS: 966868556) for the State of Wisconsin Department of Administration Division of Enterprise Operations under Contract Number 505ENT-M22-WIRELESSPH-XX for Enterprise Wireless Telephony & Broadband, Equipment, and Support services.
The contract provides wireless telecommunications services through MetTel's multi-carrier platform utilizing AT&T, Verizon, and T-Mobile networks as a Mobile Virtual Network Operator (MVNO). Services include wireless telephony, broadband, equipment, and support with 24/7/365 customer support available via phone (888-638-2232), email (wireless@mettel.net), and through MetTel's cloud-based Bruin Portal for self-service account management. The guide outlines the ordering process, activation procedures, troubleshooting steps, and provides contact information for various support teams including sales, new client services, and account management. MetTel offers training on their portal system for authorized users and emphasizes their award-winning customer service, having received Stevie Awards for customer service for seven consecutive years from 2015-2021.
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State of Wisconsin Enterprise Wireless Telephony & Broadband, Equipment, and Support
State of Wisconsin User Guide | ii
TABLE OF CONTENTS
1.0 Wireless User and Escalation Guide
1.1 Background
1.2 State of Wisconsin Support Team
1.3 Order Process
1.4 Self Service Portal
1.5 Support Options
1.6 Frequently Asked Questions
1.7 Closing
State of Wisconsin User Guide | 1
1.0 WIRELESS USER AND ESCALATION GUIDE
1.1 Background
MetTel is a digital transformation and communications leader with over 25 years of experience in the telecommunications industry, including as a premier Mobile Virtual Network Operator (MVNO), delivering unique, end-to-end mobility solutions using a multi-carrier platform including AT&T, Verizon, and T-Mobile. As an MVNO, MetTel will provide the best coverage and options for the State of Wisconsin to enable the delivery of a reliable, world-class, end-to-end mobility solution.
MetTel has received numerous industry accolades, including appearing in Gartner’s report of its 2020 Magic Quadrant for Managed Mobility Services (MMS), Global, as a leading MMS provider in North America. MetTel represents the only US-based carrier to be recognized by Gartner in such a way.
We distinguish ourselves from other communications providers and solutions integrators by leveraging the latest technology and our award-winning customer support to deliver the best customer experience. MetTel was awarded the coveted Stevie Awards for customer service for seven consecutive years, from 2015 through 2021. Our processes, procedures, and tools support all requirements and facilitate clear and effective tracking of service delivery progress.
MetTel is committed to providing this same award-winning level of service to Wisconsin by responding to any service needs that may arise by phone, email, or through the MetTel Bruin Portal.
1.2 State of Wisconsin Support Team
New Sales or Contract Inquiries Contact this team if you have questions about the services offered by MetTel on the State of Wisconsin - Wireless Telephony & Broadband Plans, Equipment and Support Contract
Sales Director, Wisconsin Brent Shoemaker Tel (202) 550-9027 Email bshoemaker@mettel.net
Director, Mobility & IoT Ryan Crandell Tel (202) 888-2433 Email rcrandell@mettel.net
Vice President, Public Sector Jim Gwiazda Tel (202) 255-9652 Email jgwiazda@mettel.net
New Client Services After you’ve decided to order new service with MetTel or migrate your existing service, contact this team with questions. New Client Services will assist with onboarding all services.
Project Manager Will be assigned after the first order is placed mailto:bshoemaker@mettel.net mailto:rcrandell@mettel.net mailto:jgwiazda@mettel.net
State of Wisconsin User Guide | 2
Tel Email
Manager, New Client Services Andrew Young Tel (212) 359-0947 Email ayoung@mettel.net
Executive Director, New Client Services
Jason Swint Tel (212) 359-5374 Email jswint@mettel.net
Vice President, New Client Services
Doug Parobeck Tel (212) 607-2103 Email dparobeck@mettel.net
1.3 Order Process
If you have questions on the products or services that MetTel offers under this contract, please contact Brent Shoemaker or Ryan Crandell (contact information above, Section 1.2). Our team is happy to discuss your agency’s specific needs and how MetTel can support your mission. Once your agency is setup as an authorized user on the contract, orders can be placed directly with your account team or through the MetTel Portal. Based on your specific needs, MetTel will develop an order form that can be used to place orders via email as well as schedule training on our Portal, thus giving the agency both options available.
1.4 Self Service Portal
MetTel is proud to offer the agencies, municipalities, and all other authorized users eligible to participate on the contract access to our award-winning portal. The MetTel Portal is a premier, cloud-based platform that enables users to manage end-to-end mobility needs securely and efficiently across all three of the carriers we offer (AT&T, Verizon, and T-Mobile) to improve workflows and efficiency. Powered by Bruin, our portal provides an unparalleled measure of actionable data, state-of-the-art business intelligence and account customization.
The MetTel Portal will enable State of Wisconsin contract users to place new orders, process moves, adds, and changes on existing accounts, create trouble tickets, run customized reports and so much more. Contact the State of Wisconsin Sales Director, Brent Shoemaker to schedule a demo.
1.5 Support Options
We offer three support options so that you have the flexibility to get the answers to your questions on your terms.
Phone Support:
• Toll Free: 888-638-2232
• Live support available 24/7/365
• Preferred method of contact for anything urgent, service impacting, or when immediate assistance is needed for any reason
Email Support:
• Email: wireless@mettel.net
• Average response time is 2-4 hours but may be longer depending on time of day and support volumes mailto:ayoung@mettel.net mailto:jswint@mettel.net mailto:dparobeck@mettel.net
State of Wisconsin User Guide | 3
• Do not use for urgent or service impacting issues. Email contact is intended for non-urgent requests or when a request requires written authorization
Self-Management of Account through Bruin:
• MetTel offers training to the Administrators and other authorized personnel approved to order service off the State of Wisconsin Wireless Telephony & Broadband Plans, Equipment and Support Contract (505ENT-M22-WIRELESSPH-XX) on the many self-managing features of Bruin. This is a powerful tool to manage your wireless devices.
• Examples: Monitoring your data usage, billing, adding or remove features, changing pool plans, International features, Wireless reports and many other features Bruin has to offer our customers.
1.6 Frequently Asked Questions
Q: If my mobile device isn’t working, how do I get help?
A: Contact the MetTel support team at 888-638-2232 for troubleshooting and/or device replacement options.
Q: Can I self-manage my account and service requests in the MetTel portal?
A: Yes, MetTel’s Bruin portal is fully equipped for managing inventory, billing, end user access, usage monitoring, and more. For a free customized training session on how to use Bruin, contact your MetTel support team.
Q: How do I activate a new device or service with MetTel?
A: There are two pieces of information needed to activate a device – the IMEI and the ICCID. Please note the last 6 digits of each number.
• The IMEI is the Device ID and is located on the box. This is the IMEI/MEID – not the IMEI2.
• The ICCID is the SIM card number. The actual SIM will be installed in the phone, however there is a card that is in the device box for reference.
With this information in hand, follow these steps:
1. Call the MetTel ACTIVATION hotline: 866-522-2622
2. Follow the prompts and enter the requested information.
3. After following the activation process, REBOOT your device for the activation to complete. It may take up to 30 minutes to complete or in some cases up to two hours.
Q: I followed the activation process, but my service is still not working.
A: Try working through the below checklist to see if you’re able to resolve the problem.
• Did you completely turn your device off and back on to allow the activation to complete?
• Have you turned off your old phone?
• Have you turned off Wi-Fi to push the cellular connection to the device you’re activating?
• Have you reseated your SIM card? Use a tool to eject the SIM card tray and ensure the SIM is sitting without any movement in the tray.
• Try a NETWORK SETTINGS RESET: Go to Settings > General > Reset > Reset
Network Settings
• Have you allowed up to 2 hours for the completion of the activation?
State of Wisconsin User Guide | 4
If none of the above seems to resolve the issue, contact your MetTel support team at 888-638-2232.
1.7 Closing
The MetTel team is focused on delivering the best user experience to the State of Wisconsin. Unique to MetTel, on the State of Wisconsin contract we provide a mobility solution that works where and when you need it based on our ability to provide multiple carriers. This allows us to offer the carrier with the highest level of coverage based on the specific geographic location of the agency.
We look forward to working with you and proving that MetTel is a different kind of wireless provider, assuring your users have the solutions they need, with the best coverage available and the highest level of customer service.
Thank you for this opportunity and we look forward to hearing from you.
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