Account Ownership Change-3558

When processing an Account Ownership Change with Phone service, and when changing any CPNI / PII-protected information, you must authenticate two (2) CPNI security questions OR the CPNI PIN and one (1) security question before discussing or changing CPNI and PII-protected information; customers cannot opt-out of CPNI verification

Introduction

• When to Process an Ownership Change

• Current account holder is moving and another person who lives there requests service in their name

• Existing customer divorces spouse and the spouse takes ownership of the account

• Customer wants to combine accounts at the same address for billing purposes

• If there is phone service on the account:

• The current account holder and the person taking ownership must speak to the agent processing the ownership change

• The work order can only be done Monday-Friday (not on a weekend) or the customer will lose service for the weekend

• If there is cable and internet service on the account:

• The person taking ownership must speak to the agent processing the ownership change

• eero customers are transferred by pressing the transfer eero button and putting in the new owners information appropriately

• The disconnect of existing customer and install of new customer must be completed on the same day

• The disconnecting customer is responsible for the bill, up to disconnection

• Billing must be current, no money 31-60 day bucket; take a payment to bring the bill current

• An ownership change must never be used to maintain service when the current customer is past due or pending suspension

• A credit check or debt check is required and deposit, when applicable, must be paid before the change can take place

• Accounts with home security are held to a contract and do not qualify for an ownership change

• When an existing customer requests to change the name due to legal reasons, follow the Name Change Process

• Bulk Accounts

Resolution Steps