Truth in Billing for Video Service-9040

Introduction

• The Television Protection Act (TVPA) law requires us to state the total monthly amount for all video charges to all new / existing residential customers
   
  • For all new sales, all changes of service, downgrades / disconnects
     
  • All brands / all groups whether in-person, by phone, online and by any other means are responsible
    
     

Resolution Steps

• It is mandatory to complete the following:
   
  1. State the TOTAL of all video charges (service, equipment, taxes, fees, discounts, prorates and surcharges, etc.) 
      
     • For ala carte video, video in bundles / packages, video equipment charges, all video related charges (except PPV or one-time selections)
        
     • Must be stated separately from all other services / products; for example:
       
         The monthly amount for video services, equipment, taxes and fees is $69.42. The total cost of the Double Play package is $132.49
        
  2. Enter / verify the preferred email address; if customer refuses to provide email address at time of install, note this in the account: Customer refused to provide email address
            
  3. Tell customers they will receive an electronic work order notification within 24 hours (example of confirmation email)

     

     
      
  4. Review the order and communicate the customer's right to cancel the order within 24 hours after confirmation is received
     
      

Internal Information

System enhancements help us provide the mandatory information:

• BOLT:
  
  • Itemized Charges / Taxes Screen  is a feature on the Services tab that shows separate line of business charges and total package charges

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    • Provides the Monthly Services and Equipment break down along with Estimated Taxes and Fees and Surcharges after work order completion
       
      • Monthly Services and Equipment fees
      
      
      • Government Taxes and Fees vs Company Fee's
      
      
      • Displays a total of one time charges within a pending work order
         
    • Displays for customers with ONLY Bill Type Code S (Single or Individual Billing (Residential/Small Business)
    
    
    • Note: does not display for Bill Type C (Commercial or Contracted Billing) OR M (Master or Bulk Billing)
       
  • A hover bubble displays for video service only, as an example of how to communicate the total amount and changes to Video Service 
     

    

  • Other messages that may display on this screen:
    
    • A message in bold red font appear in this table when a Pending Work Order Exists
    
    
    • When the account is BULK and the Tax Exempt field is null, this message displays; it can take up to 24 hours for the tax exempt code to be applied  
       

      

• ICOMS: during order entry, the Total Monthly Prices by Category screen displays after the Order Summary screen; it provides an estimated total of services and taxes / fees

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  • To view this screen when not entering a work order, access the CM screen and type # (pound sign) P in the Task bar
     
• Billing Statements: includes an itemized amount for video service, taxes and fees and includes the end date of the promotion
   
• eCommerce: customers who place an online order see a screen that includes a sub-total for all video services at time of check out
   
• Self Care Portals (MyRCN, MyGrande, MyWave): information is displayed similar to eCommerce with a sub-total for video services