Service Outage Verification - Article no. 2013

Introduction

Accounts are flagged in BOLT and ICOMS when the customer's address is part of an outage

Merlin red error messages do not mean the customer may be part of a declared outage

When an account is flagged as having an outage or if the outage page shows an outage at the customer's address, do not enter a TC, unless the service problem is not related to the outage

Outages Overview explains more information about outages

Resolution Steps

In BOLT and ICOMS

• The BOLT Summary Screendisplays the words Outage Logged in ICOMS
  
  
  
  • Any trouble call problem codes related to the outage will be unavailableand cannot be selected

• The ICOMS Customer Flash[CF] screen also displays outage details

Check the Outage Page

• The outage page displays outages by market, services affected, node/cabinet ID scheduled and unscheduled maintenance, as well as other internal issues
• Click Check Maintenance Schedulefor outages not flagged in ICOMS
• On the BOLT Summary screen, take note of the cabinet ID and node
  
  
  • In ICOMS the House Maintenance[HM] screen will display the cabinet ID and node, page down on the House Maintenance [HM] screen for the detail

Internal Information

Customer Requests Outage Letter:

• Some customers, especially those working from home, may ask for an outage letter when experiencing a service interruption 
  
• To send an outage letterto your customer for Internal agents, send an email to leads@astound.com
   
  • Outsourcers send email to: relations@astound.com
    
• In the body of the email, be sure to include the customer's name, email address, account number and date(s) of outage
  
• A member of the Support Team works the request and emails the letterto the customer in 24-48 hours
   
  • The letter displays the appropriate brand and says the following:

Dear (Customer Name),

We have recorded a service interruption at your address of __________________________________,  which started approximately 00:00 am/ pm and was resolved at 00:00 am/pm..  We apologize for any inconvenience.. 

If you have any questions or concerns, please feel free to contact us at 1-800-4-ASTOUND (1-800-427-8686).
We are available 24 hours a day 7 days a week to assist you.

Thank you,