Service Outage Verification - Article N0: 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 Screen displays the words Outage Logged in ICOMS
  
  
  • Any trouble call problem codes related to the outage will be unavailable and 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 Schedule for 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 details

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 letter to your customer for Internal agents, send an email to global.leads@astound.com
   
  • Outsourcers send email to: vendor.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 letter to 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,

    Astound Broadband Support Team powered by (RCN / Grande / Wave / enTouch)