Astound Selfcare Web App - Portal Features and FAQ- Article no. 9229

Use when the PIN is not populated in ICOMS prior to account installation

1. Access ICOMS [CQ] screen and populate answers to 2 backup questions
   
   
2. Populate the PIN field with your six-digit numeric employee ID.  Add leading zeros if needed
   
   
3. Click  My Account on astound.com main navigation menu , then click Create Account
   
   
4. Add the customer name and 13 Digit Account Number
   
   
5. On the PIN screen, enter the 6 digit employee ID number created on the CQ screen.  Click Submit.
   
   
6. Create the customer user ID and password 
   
   
   • User ID is customer's preferred email address
   
   
   • Enter and verify a temporary password for the customer
   
   
   • Inform the customer they can change this password at any time within the Selfcare account
     
     
7. Submit changes.  You are logged into the Selfcare account.  Click logout in the top right corner
   
   
8. Important:  Return to the ICOMS [CQ] screen.  Remove the six-digit PIN. Leave it blank
   
   
   • ICOMS creates a randomly generated PIN during nightly processing when PIN field is blank

• Customer can change Bill to address from within Selfcare
  
  
  • Go to the Account menu dropdown 
  
  
  • Click Billing Address
    
    
  • Click Update Billing Address  
  
  
  • Follow the on-screen instructions
    
    
• Customer can change to Service Address from within Selfcare
  
  
  • Go to the Account menu dropdown
  
  
  • Click Billing Address
  
  
  • Select Update Billing Address 
  
  
  • Click Use Service Address  

• Check these items in the account:
  
  
• Customer name - First and Last Name must match exactly as it is displayed on the account
  
  • Omit the Middle Initial and Title
  
  
  • On residential accounts, ICOMS only allows 10 characters for first name and 15 characters for last name
  
  
  • Check that there are no spaces typed before or after first or last name
    
    • TIP:  Sometimes the customer's name is entered misspelled at installation
    
    
    • The customer has a suffix or title with their name.  Omit info in this field
      
      
• Account Number - must match the account number on the statement
  
  • New customers - the first four digits are the company code ( 2 digits) and 01.  
    
    • Example:  4201 for LHV, 1001 for Chicago
      
      
• Create the account for the customer.  Can you duplicate the issue?
  
  
• If you receive a message "Error looking up account information" create a technical case using Trouble call | Multi | Selfcare issue 
  
  • Ensure security information is populated in the account:  Preferred Email Address and two back up Security Answers
  
  
  • Ask the customer to choose a username. Include this in the case notes
  
  
  • A good daytime contact number
  
  
  • Let the customer know, in most cases, accounts are created the same day
    
    • They receive an email to preferred email address when the Selfcare account is created
    
    
    • Have Security Password and back up answers memorized or written down.  These are not included in the email 

• When using 1201 in the first box and an error generates:
  
  
• Substitute 5101 
  
  
• Other company codes to try are 25, 41, 47, and 51
  
  • Example:  If the customer was using 1201-000000-01, use 5101-000000-01. 
  
  
  • The first 4 numbers are not used once the account is created
  
  
  • This will allow the customer to register and the account number will be displayed correctly
    
    
• This issue is due to the site 91 > site 92 conversion

• Page Not Found generates after failed security check with the company firewall 
  
  • Users are redirected to a shop.rcn.com page and cannot continue
    
    
• A special character, like an accent, @ symbol, tilde, parenthesis or umlaut on the ICOMS CQ screen can cause this error
  
  • In BOLT,  the special character and emphasis letter does not appear. It is omitted from the word altogether
  
  
  • Only at the ICOMS CQ screen can you see the special character
  
  
  • Update the CPNI security question, removing the special character
    
    
    
• Words or phrases containing programing commands (root, curl) should not be used  
  
  • If part of a customer name, create a technical case for IT to setup the account Trouble call | Multi | Selfcare issue
    
    
• A credit card assigned to AutoPay with no expiration date can cause Selfcare to fail when attempting to gather that information 
  
  • Update credit card expiration date to resolve
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• General problems with the Selfcare firewall can cause this error
  
  • If no special character is found, notify the Control Desk of a Page Not Found error when trying to create accounts
  
  
  • Control Desk can notify IT of the issue

• Advise customer to access the Selfcare Sign In page

• Click Forgot Username or Password link

• Enter the thirteen digit account number (with or without dashes) and either answer both security questions or provide the CPNI PIN found on the bill
  
  
• When a user clicks Don't know you PIN #?,  a customer can send a CPNI PIN letter to themselves
  
  
  • When a preferred email address is on file, a partially masked email address appears 
    
    
    • Click Secure My Account to email a CPNI letter within 10 minutes 
    
    
    • The CPNI email sends a tokenized link that bypasses PIN requirements for Selfcare
      
      
  • Without a preferred email address, the CPNI letter is sent via US Mail to the Service Address, or Billing Address if one is on file; allow up to 5 days for delivery
• When successful, the customer is logged in.  The Selfcare Username displays

• Selfcare redirects customer to account information page to make a password change

• After 2 failed password attempts

• Selfcare requests the 13 digit account number (with or without dashes) and either both security answers or CPNI PIN found on the bill

• When successful, the customer is logged in.  The Selfcare Username displays

• When canceling the forgot username or password flow:

• 5 incorrect password attempts lock the account; status shows as Locked in BOLT Selfcare Tab

• To unlock the account, click Unlock / Submit in the BOLT General Ledger / Selfcare Tab

• Authenticate two (2) Security Questions OR the CPNI PIN and one (1) security question before discussing or changing any applicable CPNI and PII-protected information; customers cannot opt-out of CPNI verification
  
  
• For forgotten passwords, advise customer to use the forgot password flow. You may send a CPNI Email/Letter

• Password reset sends an email notification  to preferred email

•  Customers can change their password in Selfcare

• On the Account drop down, select Password & Security

• Follow the on-screen instructions
  
  
• For password login errors

• A selfcare account becomes locked after 5 unsuccessful login attempts

• Note: account unlocks after 30 minutes of inactivity

• Click Unlock / Submit in the BOLT Selfcare tab

• Advise customer to access the Selfcare page and select reset password and follow instructions

• No Selfcare Account Created

• Advise customer to create Selfcare account

• Note: BOLT auto-notes the account when a change to a status is made

• Authenticate 2 Security Questions OR the CPNI PIN and one (1) security question before discussing or changing any applicable CPNI and PII-protected information; customers cannot opt-out of CPNI verification
  
  
• When a customer transfers service 
  
  
  1. They must re-register Selfcare for the new account
  
  
  1. The customer can continue to use the previous Selfcare account for record keeping
  
  
  1. If the customer prefers, they can re-use their Selfcare username
     
     • Note the username
     
     
     • Delete the existing account in BOLT Selfcare Tab 
     
     
     • Reregister the new account for Selfcare
     
     
     • Always check with the customer before reusing the username

• Authenticate 2 Security Questions OR the CPNI PIN and one (1) security question before discussing or changing any applicable CPNI and PII-protected information; customers cannot opt-out of CPNI verification
  
  
• This occurs when the Selfcare account is created while the name is misspelled in ICOMS

• Use the steps below to make spelling corrections and re-create the Selfcare account.  This process is seamless to the customer

• Verify the correct spelling on the account. See the Name Change Procedure for simple spelling correction examples

• Make corrections in the BOLT Customer Information Screen

• Note: Ensure the spelling correction updated on the ICOMS CM screen before continuing

• Copy the customer's username  

• Delete existing selfcare account in BOLT Selfcare tab

• Register the customer's account for Selfcare

• Click Webmail Links in the Accounts drop down menu

• In the Change Email Passwords area, select the email address from the drop down list
  
  • When there is more than one email address, a drop down list appears
• Enter the new password twice

• Click Change Password
  
  
• Customers may change their password as often as they like.  There is no limits or restrictions  

• Password changes take effect immediately

• Email password rules are the same online as for a user in BOLT / ICOMS or RCN Usertools

• My Services in right navigation menu
  
  • Shows customers their account services and pricing
  
  
  • A disclaimer message displays to check their bill statement since pricing may change
    
    • Pricing differences may occur when a campaign drops off mid-bill cycle
      
      
• Small Business Customers, Customers pending installation, seasonal, and bulk customers do not see My Service