Previous Bill Statement Copy Requests Article no. 1247

Introduction

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
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
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

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

Expand All | Collapse All

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
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
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

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, 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]
Enter [SR] in the Task field in ICOMS to apply the bill copy fees
- 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
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