Customer Privacy Settings- 1715

1. In BOLT, click the Customer Info Tab to update the Account Owner's Subscriptions
    
2. Uncheck boxes to block each type of marketing the customer requests, as follows
    
   • USPS Mail: still receives Financial Services and Account Change notices
      
   • Email: still receives Account Maintenance notices
      
   • Door Sales: may still be approached at lobby events
      
   • Phone Calls: still receives Trouble Call and Service Change Appointment reminders
      
3. Click Save Changes; allow up to 8 weeks for changes to take effect

1. In ICOMS, highlight the address and type SS in the Task field
    
2. Select Install from the Order Entry drop down and fill in the following:
    
   • Type NEVER in the Last Name field
      
   • Customer Type is O (Owner) and Category is R (Residential)
      
3. Enter through to the Customer Demographics [DM] screen and click Exit
    
4. In BOLT, click the Customer Info Tab to update the Account Owner's Subscriptions 
    
5. Uncheck the box to block each marketing type requested by the customer
    
   • USPS Mail: still receives Financial Services and Account Change notices  
      
   • Email: still receives Account Maintenance notices
      
   • Door Sales: may still be approached at lobby events
      
   • Phone Calls: still receives Trouble Call and Service Change Appointment reminders
      
6. Click Save Changes; allow up to 8 weeks for changes to take effect

• If a caller's address is not in the system and they state they want solicitation from us to stop, ask for the following information:
   
• Enter a Service Now Ticket under Billing Systems
   
  • First and last name
     
  • Verify if they were a customer in the past
     
  • Full address with zip code (include apartment number, floor, etc. when applicable)
     
  • Phone numbers: home phone number and mobile contact number 
     
  • Enter type of solicitation in the notes:
     
    • By mail: identify the type of mail received - marketing, mailer, letter, bill, collections notice, etc.
       
      • Verify who the letter is addressed to and the address on the letter
         
    •  By phone: in the CSOR notes, include the number that is being called
       
      • Note the type of calls / messages they receive
         
    • By email: note the email address the solicitation came from
       
    • By door: type of solicitation, name on badge when possible
       
• If the address is identified and added in ICOMS, follow the steps for Never Accounts, as above

If a caller asks about our policy on S.J.Res.34 - Protecting the Privacy of Customers of Broadband and Other Telecommunications Services, please respond with the following: 

"We value the privacy and security of its customers above all else.  Currently, we do not sell browsing information from our customers and we have no plans to begin to do so.  

We understand how important personal privacy is to our customers and we are committed to maintaining our excellent record of protecting customer privacy. As an American Cable Association member, we adhere to a voluntary set of Internet service provider Privacy Principles that cover transparency, consumer choice, data security and data breach notification and are consistent with the Federal Trade Commission’s long-standing Privacy Policy framework."  

Our privacy policy can be found online.
 

- To OPT-OUTof sharing information with other companies / third parties as outlined in our Privacy Policy, uncheck USPS Mail and Phone Calls in BOLT

When a California customer has an inquiry or requests to exercise their rights regarding the  California Consumer Protection Act, respond with the following statement only:

"Wave has a privacy team dedicated to compliance with the California Consumer Protection Act.  
 If you are a California resident and would like to submit a personal information or deletion request,
 you can either complete the online form on our website at https://www.astound.com/policies-disclaimers/privacy-policy/  or call 1-833-396-0001."

  See California Consumer Protection Act (CCPA) for complete information

• Ask for the phone number receiving unwanted calls, and remove the phone number from the field in BOLT; this removes the number from the dialer list
   
• Submit a BOLT Case
   

  Record Type	Non Technical
  Reason	Account Maintenance
  Reason Detail	Account Information
  Case Reason	Telephone Consumer Protection Act
  Destination Queue	Financial Services
  Notes	Caller name, number removed, reason and valid contact number

   

• The number is removed from all dialer lists within 24 business hours