Email in Abuse Status for DC Metro, IL, MA, NY and PA-Article no. 5677

Introduction

Before we resolve the abuse status we should do the following:

• Advise customer that we turned off their email to protect the security of the Astound network system
   
• Assure the customer that once they have taken steps to secure their equipment that you will restore service 
   
  • Visit the Federal Trade Commission data protection website for measures to protect personal data https://consumer.ftc.gov/articles/protect-your-personal-information-data
     
• Remind the customer that once you restore service, that it could go into abuse status again if the problem remains

Resolution Steps

1. Locate the customer information in BOLT
2. 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
3. Locate the email account under the Data User Tab.
4. Once properly CPNI authenticated, advise the customer on how to change it themselves securely
5. If the customer is unable to do this themselves a lead might need to change it for them
6. Follow this link to WebTools and enter the email address in question.
7. Locate the drop down menu in the center of the screen where only option is Reactivate from abuse.
8. Select the Reactivate from abuse option.