Change Bill Frequency- Article no. 1709

Introduction

This process applies to

CA, OR and WA: change bill frequency on all prepaid accounts
DC Metro, IL, NY, MA and PA: change Dial-Up bill frequency
- Also includes a small number of older accounts with grandfathered McAfee services on Dial-Up

Resolution Steps

Expand All | Collapse All

Change Bill Frequency when a Work Order is:

Pending

Confirm Work Order status is: Not Coded with a schedule date 99/99/99
Enter Customer Occurrence Configuration [OC] in the Task field
Remember to confirm a new statement has been generated if necessary
Select the occurrence and click the Services Button
Enter the new Bill Frequency as one of the following:
- DC Metro, IL, MY, MA and PA (Dial-Up / Grand-fathered McAfee)
  - M: Monthly
  - S: Pre-paid 6 months
  - A: Pre-paid yearly
  - 2: Pre-paid 2 years
- CA, OR and WA (Non-GPON Symmetrical)
  - M: Monthly
  - A: Pre-paid yearly

Enter a start date for the new bill frequency when prompted. The customer will continue to bill as they have been until the start date

If your customer is changing from one pre-paid frequency to another, the frequency must be changed to monthly (M) before it can be changed to the new frequency
Reschedule and complete the pending work order

Complete

Enter Customer Statement Configuration Screen [BI] in the Task field
Highlight the line for the statement with the new dial up product
Select the appropriate statement and click the Services Button
Enter the new Bill Frequency as one of the following:
- DC Metro, IL, MY, MA and PA (Dial-Up / Grand-fathered McAfee)
  - M: Monthly
  - S: Pre-paid 6 months
  - A: Pre-paid yearly
  - 2: Pre-paid 2 years
- CA, OR and WA (Non-GPON Symmetrical)
  - M: Monthly
  - A: Pre-paid yearly

5.Enter a start date for the new bill frequency when prompted. The customer will continue to bill as they have been until the start date

6.Enter to lock in the new frequency

7.If your customer is changing from one pre-paid frequency to another, the frequency must be changed to monthly (M) before it can be changed to the new frequency

Change Bill Frequency for Grand-fathered McAfee Services on a Non-monthly Dial-up Account

Confirm the work order status is: Not Coded with a schedule date 99/99/99
Enter Customer Occurrence Configuration [OC] in the Task field
Remember to confirm a new statement has been generated if necessary
Select the P/IN occurrence and click the Services Button.
Enter the new Bill Frequency as the following:
- M: Monthly
Enter a start date for the new bill frequency when prompted. The customer will continue to bill as they have been until the start date

If your customer is changing from one pre-paid frequency to another, the frequency must be changed to monthly (M) before it can be changed to the new frequency
Reschedule and complete the pending work order
- The occurrence is listed P/RC and will remain in an open status until the nightly process takes place on the future bill date

Exceptions / Special Conditions

Confirm the work order status is: Not Coded with a schedule date 99/99/99
Enter Customer Occurrence Configuration [OC] in the Task field
Remember to confirm a new statement has been generated if necessary
Select the P/IN occurrence and click the Services Button
Enter the new Bill Frequency as the following:
- M: Monthly
Enter a start date for the new bill frequency when prompted. The customer will continue to bill as they have been until the start date

If your customer is changing from one pre-paid frequency to another, the frequency must be changed to monthly (M) before it can be changed to the new frequency
Reschedule and complete the pending work order
- The occurrence is listed P/RC and will remain in an open status until the nightly process takes place on the future bill date

Future Bill Forecast

ICOMS functionality forecasts what the customer's bill looks like for the next 6 months

Current services, packages, promotions, taxes, etc estimate what each statement total is for the next 6 statements

Promotion roll-off, rate increases, toll and PPV usage are not taken into consideration in the estimate

Task FB in the ICOMS Cust Info field shows the account's estimated future billing