Introduction In BOLT: Go to the General Ledger tab and find the bill cycle number in the cycle column   Using the Bill Run Schedule links below:  Filter the spreadsheet columns by Bill Cycle, then Site  Print Forecast date:Â... Read More

Introduction Customer Care Agents handle all call billing disputes If a customer subscribes to another carrier for Regional / LD / International, they must contact that carrier for credit Resolution Steps Local, Regional and Long Distance... Read More

Introduction For Digital West customers, send an email to support@digitalwest.com and include the following information:  Contact Name  Daytime contact number  Details of the request International Block restricts allÂ... 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 verification. ForÂ... Read More

Introduction Note: If customer has their own firewall software, that might be causing the issue - refer customer to firewall provider If customer complains of having to frequently power cycle, troubleshoot intermittent modem issue... Read More

Resolution Steps Verify the Serial Number  / TSN Number  Check for outages on the Outages/Reminders Tab in Simon  Check for any work orders that could be affecting services  Press Channel Up to make sure the problem isn't just on... Read More

Introduction See below for escalation issues / requests to Dispatch via a BOLT Case Cases entered near end of business day and after hours are addressed after 9:00am ET the next day  This process is standardized across all brands;... Read More

Introduction Important: Holiday hours may vary; email Alerts are sent prior to company holidays with updated holiday information    Customer-Facing Departments  Residential Customer Care: 24 hours a day, 7 days a week, 365 days a year ... Read More

Introduction Quick Tips: Only use ICOMS to issue an adjustment when BOLT is down  Do not apply an adjustment that will result in services charged being less than zero  Use the scheduled adjustment process for an automatic month over... Read More

Introduction The service states below can be found on the Diagnostics page off the Equipment tab in BOLT Resolution Steps Expand All | Collapse All 3 - Account in Good Standing / Good The TiVo is installed and active; making... Read More