Previous Bill Statement Copy Requests Article no. 1247
Estimated Reading Time: 4 MinutesIntroduction
Authenticate two (2) Security Questions OR the CPNI PIN and one (1) security question before discussing or changing any applicable CPNI and PII-protected information; customers cannot opt-out of CPNI verification
Bill Copy Request Business Rules and Quick Tips
- Previous bill copies are stored for 6 years, in keeping with our Corporate Record Management Policy
- Bill copies are available to view online or send via email at no cost to the customer
- Use Billview to email bills if BOLT is down
- Use Billview to email bills if BOLT is down
- For statements older than 6 years, submit a Service Now Ticket to see if the records can be restored; there is no guarantee for records older than 6 years
Mailing Bill Copies: Escalations Only
- Send bill copies via US Mail on Active or Pending accounts for Escalations only
- Cannot send bills via US Mail for Former accounts
- Cannot send bills via US Mail for Former accounts
- Apply the mandatory fee of $5.00 for each bill copy requested
- The fee covers some of the costs associated with printing and mailing bill copies, and is not an agent negotiable fee
- For split statements, fees apply per copy, not per month
- Statements are received in 7 days
- The fee covers some of the costs associated with printing and mailing bill copies, and is not an agent negotiable fee
San Luis Obispo, Los Angeles, San Jose, CA (Site 48, Co 29 - Digital West)
- Up to 6 months of previous bill statements are available in BOLT and on My.DigitalWest.com at no charge
- For statements requested beyond the last 6 months, there is a $5.00 fee per statement for mailed copies (for 12 or more statements, an extra $25.00 charge is assessed)
- As stated in the notification, customers can have statements emailed, mailed or can view on their self-care account after set-up
Houston, TX (enTouch)
- Bills prior to ICOMS conversion April 2021 - 12 months of bill history are readily available via Service Now Ticket
- For bill copy requests prior to December 2019 customers can expect a 2 week or longer wait time
Resolution Steps
Option 1 Self-Help Option to View Bill Copies Online
- MyRCN stores all bill copies for enrolled customers from the past 6 years
- See Bill Copies Missing below for statements 6 years old or less missing
- See Bill Copies Missing below for statements 6 years old or less missing
- MyGrande stores all bill copies for enrolled customers after December 29, 2017
- All Texas customers were notified that previous bill copies are not available online
- See Option 3: Send Bill Copies via US Mail to request bill copies prior to December 29, 2017
- All Texas customers were notified that previous bill copies are not available online
- MyWave stores all bill copies for enrolled customers from the past 6 years
- MyEnTouch stores bill copies from December 2019 onward
- MACC only has 12 months of bill history readily available via Service Now ticket
- For bill copy requests prior to December 2019 customers can expect a 2 week or longer wait time
- MACC only has 12 months of bill history readily available via Service Now ticket
Option 2: Email Bill Copies From BOLT
Important: verify CPNI before sending bill copies on file
- Confirm preferred email address on file
- In BOLT, click Show Bills / Notices
- Check the Email box next to each bill statement requested
- Click the Email Checked button and confirm the preferred email address* on file and click Send
*Note: cannot add/change/remove a preferred email address
Requests For Bill Inserts or Rate Increase Notices
Bill Inserts and Rate Increase Notices are mailed separately from the billing statement; copies are not available online or in BOLT and no charge applies
To send a Bill Insert or Rate Increase Notice, create a BOLT Case, then click Save Note
| Record Type | Non-Technical |
| Reason | Request for Forms, Bill Copy, etc. |
| Reason Detail | Bill Copy Request - Self-Help Option Declined |
| Check | Is Case |
| Case Reason | Bill Copy Request - Self-Help Option Declined |
| Destination Queue | Outgoing Postal Mail Group |
| Comments | Note which insert / notice requested |
Escalation Only: Request for Bill Copies Via Us Mail
In ICOMS, verify statement configuration, bill address, and add the $5.00 bill copy fee:
- Verify statements are being mailed in ICOMS to the correct address
- On the Statement Configuration [BI] screen, highlight the statement and click Change
- Make sure Print Statement is set to Always [A], then click Exit
- On the Statement Configuration [BI] screen, highlight the statement and click Change
- On the Statement Configuration [BI] screen, select Address Maintenance
- Highlight the name and select Change to confirm the Billing Address [BA]
- If no name populates, statements are mailed to the Service Address [SA]
- Highlight the name and select Change to confirm the Billing Address [BA]
- Enter [SR] in the Task field in ICOMS to apply the bill copy fees
- Select Order Type 18 Admin / In Office hit Enter twice
- Select Order Type 18 Admin / In Office hit Enter twice
- Add a $5.00 fee for each bill copy on the One Time Changes [OT] screen
-
- Cable: RCBLCPY
- Phone: RTELCPY
- Data: RINTCPY
- Alarm: RSECCPY
- Cable: RCBLCPY
-
- On the Work Order Scheduling [WO] screen, select Office Only
- Enter through to the Order Summary [OS] screen and click Completed
To send a bill copy, setup a BOLT Case to have the bill copies printed and mailed, then process bill copy fee SRO in ICOMS
First, create a BOLT Case, then click Save Note
| Record Type | Non-Technical |
| Reason | Request for Forms, Bill Copy, etc. |
| Reason Detail | Bill Copy Request - Self-Help Option Declined |
| Check | Is Case |
| Case Reason | Bill Copy Request - Self-Help Option Declined |
| Destination Queue | Outgoing Postal Mail Group |
| Comments | Bill dates requested / where to send copies |
Bill Copies Missing in BOLT or through Self-Hep Online
For statements missing from Self-Help Online or from Show Bills / Notices, but displaying on the General Ledger tab in BOLT
- Verify the Ebill Forecast Date on the Bill Run Schedule
- Submit a Service Now Ticket for bill copies past the Ebill Forecast Date for Missing Bill in Billview