Address Requests- Article no. 9014

At the Smartsheet homepage, click Sign in with your company account. This will verify that you are an active employee with Astound. (i.e., howard.smith@astound.com)

• CA, OR and WA Users: enter your work email and click Continue and create a password. You will need this login information for the future

• DC Metro (Site 9)

• IL (Site 14)

• MA (Site 22)

• NY (Site 33)

• PA (Site 39)

• TX (Site 44)

• CA, OR, and WA (Site 48)

• Note: If the database does not open when you click on a site, click on the hamburger icon on the top left of the page

Sheet Name (Status) Definitions

• Active FC Field Check - The request is with the Market
  
  
• CHM Completed FC Field Check - The market is done with its research of whether the address is serviceable or not. The ticket is with CHM as they update the account accordingly and get ready to send back to the agent
  
  
• CHM Completed Requests - The address request is completed
  
  
• CHM Requests - The request was just submitted. No further info at this time.

At the Smartsheet homepage, click Sign in with your company account. This will verify that you are an active employee with Astound. (i.e., howard.smith@astound.com)

• CA, OR and WA Users - Enter your work email and click Continue and create a password. You will need this login information for the future

Please note: If you are using Internet Explorer, right mouse click on the link and select Copy Shortcut to copy the link into a Chrome browser

• DC Metro (Site 9)

• IL (Site 14)

• MA (Site 22)

• NY (Site 33)

• PA (Site 39)

• TX (Site 44)

• CA, OR, and WA (Site 48)

• Note: If the database does not open when you click on a site, click on the hamburger icon on the top left of the page

Filtering Results

• Submission Date: date the request was placed. Current Issue with the format. Fixed to match normal date format in a later release

• Site: site the request was placed in

• Acct: account number given to the Customer. Populated if there is an account that pertains to the request. If the address is non-serviceable, no account number

• Customer Name: name of the customer for whom the request was placed

• Project Name: street address of the customer

• Field Check Results Stage: shows whether the address is Serviceable or NSV (not serviceable)
  
  
  • BSR – tempable: Address was found serviceable with a drop bury. The address can be installed with a temporary line while the drop bury is completed
  
  
  • BSR – not tempable: Address was found serviceable with a drop bury. The address cannot be installed on a temporary line and would need to wait until the drop bury is completed before being able to have an installation scheduled. On average, a BSR takes 4-6 weeks to be completed
  
  
  • Tap Cut-In: Address was found serviceable, but a new tap will need to be cut in prior to being installed
  
  
  • MDU/Business Services Outlet Add: Address was found serviceable, but would require a new outlet to be run by our Contractor prior to install
  
  
  • Plant Ext: Address would require a plant extension in order to provide service. A quote to be able to provide service to the customer is automatically put together when a field check is closed out as needing a plant extension. The customer is then contacted by our local sales group with the proposal
  
  
  • Pending Determination: Additional information required before deeming serviceability. See notes on request
  
  
  • Rejected: Request rejected. Please see notes on request
• CA, OR and WA Only
  
  
  • Requestor Name: agent that placed the Address Request
  
  
  • Job Type: if the address was already in ICOMS or a duplicate request or a sugar ticket is needed

Turnaround Timeframe

• Click on the Filter icon () at the top

• You can search by name, address, project name, requester name, etc. and add conditions if you want. The more information you add, the smaller your search results will be

• You can even name your filter request so you can use it again without needing to add the criteria back

Currently, most markets have an 8 business day turnaround for Address Requests. CA and OR locations may take up to 10 business Days

WA locations may take up to 15 business Days

Use the submission date to determine how much more time is needed for the market to determine serviceability

Please note: If the address cannot be validated or the address still has not disconnected, we will require proof of residency

• CA, OR and WA accounts flagged FC Field Check must submit an Address Request

• For Manhattan, NY: only enter an address request when an apartment #, unit #, office, or storefront is missing

• If the house number and street address is not in ICOMS, it is not serviceable

1. Click here to open the form

1. At the Smartsheet homepage, click Sign in with your company account. This will verify that you are an active employee with Astound. (i.e., howard.smith@astound.com)
   
   
2. Fill in the sheet before you
   
   
   • Requester’s Name: your name
   
   
   • Lead Email: your Lead’s email address
     
     
     • In-House agents:
       
       Use the RCN/Grande/Wave Care option
   • Site: customer's ICOMS site (Sub Type may be needed, depending on market)
   
   
   • Customer Address: you need the street, apartment (if there is one), city, state, and zip code
   
   
   • Customer Name: name of customer that lives at this address
   
   
   • Customer Phone: best contact number of customer
   
   
   • Customer Email Address: a valid email address from the customer
   
   
   • Requester’s Notes: other important info can be entered here
     
     
     • Business Agents: type this is a Business account and include the Business Name
   • Attachments: lease agreements, utility bills, etc.

• Customer installed at incorrect address and new address is not in ICOMS, submit an Address Request Form
  
  
  • When CHM adds the address, the agent will transfer service to new address/correct account number
• If new address IS in ICOMS, the agent will transfer services to correct address, no form is needed

• If address is determined non-serviceable, create an off-net prospect on the New Search screen in BOLT ; enter information and click Save

Not applicable for Bulk, Direct Bulk, Corporate Housing or Non-GPON Symmetrical (formerly Wave G)

Roommate account must be current or have balance less than $25.00

• A roommate account is created when:

• Roommate wants to assume responsibility for one or more services
  
  
  • When address is added, follow applicable rules in an Ownership Change
• Roommate wants to add a duplicate service category
  
  
  • When address is added, install in roommate’s name using applicable rules regarding an Install or Add Line of Business
• Only one additional roommate account per address allowed.  The account should not be in the same name as the existing account
   
  • Email Credit Compliance with justification for exceptions or request to override these guidelines

The Address Request system will send up to 3 notifications throughout the process

• After the ticket is initially created
   
• When the ticket is sent to the market for verification (Not all get sent to the Market, so you may not receive this one)
   
• When the process is completed and serviceability has been determined

Additional Information Needed

• You may receive an email requesting additional information to the ticket you submitted, like:
   
  • The address is wrong
     
  • Utility Bill and/or Lease needs to be attached
     
• The subject line of this email is Update Request: (followed with address of ticket)
   
• The email will include a link to Update Form
   
• The form, and the link to it will remain active and editable until you press Submit Update
   
  • Once you submit the update, it automatically goes to CHM and you can no longer modify it
     
  • You can click Send me a copy if you want a record of it