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Introduction AR Category Codes must match the AR Adjustment Codes for adjustments processed in ICOMS  Resolution Steps To determine the oldest money in AR aging:  On the ICOMS General Ledger [GL] screen Press AR/Stmt on the left sidebar... 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

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 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

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 Payments made online through a financial institution may be delayed in posting the payment to the customer's account This can be the result of the financial institution's handling of the payment Some financial... Read More

Introduction Work from Home Agents (internal agents only): instructions for Credit Card Payments Astound grants internal agents (this does not apply to outsource partners) the ability to input and process credit card payments  ... Read More