Introduction Merging multiple bills from the same account into one single billing statement   Important To combine multiple accounts at the same address, see Account Ownership Change Verify the account has a current balance prior to... Read More

Introduction When a customer moves their phone number (landline or mobile) to another provider, this is called a port out  When porting a number to our company, it must be an active, working phone number with no pending work ordersÂ... Read More

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 verificationUsage and... Read More

Resolution Steps Expand All | Collapse All Identifying Sections of a 13 Digit Account Number Account example: 8101-0100000-01 Company code (first 2 digits) 8101-0100000-01 Statement number (next 2 digits) 8101-0100000-01 UnderÂ... Read More

Introduction Simply Internet is a legacy program that provides low income internet for qualifying families in select areas  Simply Internet is still available to Seattle residents who have been pre-qualified by the City of Seattle  ... Read More

Introduction Important Points to Remember!  Never change a payment due by date for a past-due customer to avoid suspension of service  Accounts must be current before changing the due date  Pending status statements (P/IN, P/DS)Â... Read More

Resolution Steps Expand All | Collapse All Prorates Prorates are a portion of the full Monthly Recurring Charge (MRC)  For every prorate, there is a completed corresponding work order    When adding, removing or disconnecting... Read More

When processing an Account Ownership Change with Phone service, and when changing any CPNI / PII-protected information, you must authenticate two (2) CPNI security questions OR the CPNI PIN and one (1) security question before discussing or... Read More

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 verificationBill Copy Request... Read More

Introduction Special Information: Tax exempt status does not apply to surcharges. Customers are still responsible for surcharges Bulk customers are not charged taxes on bulk services; taxes display until the account is installed ... Read More