Reschedule a Non-Pay - Disconnect Sooner- Article no. 1626

Before rescheduling a sooner disconnect date for non pay work order, always attempt to take a payment for the balance due

If the payment brings the account current, and the customer still wants to disconnect service, handle as a regular disconnect request
If after payment, the customer is past due but not suspended, handle as a regular disconnect
If customer is unable to provide a payment for the balance due, reschedule the non pay line of business disconnect

Check if Account was Suspended or Disconnected

Work Order [WO] screen - highlight the non pay work order and click on the magnifying glass icon

See the scheduled date to determine if account was disconnected
- If the scheduled date is today or earlier, see: Reconnecting a Disconnected Account
- If the scheduled date has not yet occurred, the account was not disconnected

Before Rescheduling the Non-Pay Disconnect

Attempt to collect the outstanding balance
- Non pay work orders auto cancel when balance is paid
- Disconnect any services as requested
If customer is unable to provide a payment for the outstanding balance, reschedule the non pay line of business disconnect (see steps below)
- Disconnect any active services as requested
Do-sooner non pay disconnect for dial up- In sites 91/92, if non-pay work order is scheduled for disconnect and customer requests a sooner date, reschedule for the next available day

Transfer Requests

Verify the account is active with no monies past due; cannot transfer service until the account is out of non-pay status
Account in past due status (31-60) can be transferred if:
- Customer is not past due more than the 31-60 day bucket
- Customer has been with the company over 12 months
- This is the only time the customer was in past due status for at least 6 months

Bulk account disconnects

Services that are not part of the building agreement are subject to non-pay disconnect

When a bulk customer is disconnected for non-pay, the bulk services remain active
Process a payment to restore non-bulk services

Order Entry Steps

Order Entry; select Reschedule, hit Enter
- Choose the work order to reschedule; hit Select
- If more than one work order, you are prompted to select the work order you want to reschedule
Work Order Scheduling
1. Find quota for an earlier date. If no open quota, (all red zeros) put in the Next field the date that would follow; hit Enter
2. New dates and quota populate. Do this until you see available (green) quota
  - If the next available quota is after the date currently scheduled, press Exit. Sooner quota is not available
  - Note: Be sure to schedule all work orders for the same date
3. Enter to lock in the new date
4. Enter until Work Order Version Comments appear
5. Type: Rescheduled NP order for the next available date; hit Enter
6. Check Confirm
7. Continue this for each Non Pay order
8. Communicate the new disconnection date with your customer