Customer Received a Message or Account Change Notice- Article no. 1671

Resolution Steps

Letters

• Informational letters are sent for rate adjustments, promo roll-offs, collections, bulk changes, etc.
   
• CPNI letters are sent when any of the following changes are made to an account
   
  • Phone Number change
  
  
  • Billing address change
  
  
  • CPNI PIN change or Preferred Email change
  
  
  • Backup Security Questions / Answers change
  
  
  • New Self Care Account Created 

Calls

• Auto-dialers automatically dial a list of pre-programmed phone numbers and play a recorded message
   
• This enables us to contact a large number of customers for a specific reason without using a live agent
   
• When a customer receives a call from the auto-dialer, it  displays 1-800-427-8686 or another number identified as Astound Broadband Powered by (RCN, Grande, Wave) on Caller ID 
   
• Customers may receive a call from us due to:
   
  • Delinquent Balances/Pending disconnects 
  
  
  • MOP Denials/Returned Checks 
  
  
  • Installation Appointment Reminders 
  
  
  • Trouble Call Appointment Reminders 
  
  
  • Unreturned Equipment 
  
  
  • Special Events (such as new program info, channels, etc.) 
  
  
  • Cleared outage call backs 
     
• Customers may also receive calls from other departments such as dispatch, technicians/operations, collections, sales, etc.
   
  • Check account notes to see who was trying to reach the customer and the message they want to convey