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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 Before rescheduling a sooner disconnect date for non pay work order, always attempt to take a payment for the balance due If the payment brings the account current, and the customer still wants to disconnect service, handle... Read More

Introduction   Always enter Payment Arrangements using BOLT Do not use ICOMS unless BOLT is down   Do not enter a Promise to Pay to cancel a non-pay work order in order to place a Transfer order No Payment Arrangements for the Following... Read More

Introduction Accounts go into write-off status when:  The account is disconnected for non pay for a minimum of 2 days  Customer requests to disconnect and the bill is unpaid 45 days after disconnection  The amount due is considered... Read More

Introduction A Payment Denial occurs when a payment is declined or does not go through The payment is reversed and a payment denial fee is charged A chargeback occurs when a customer makes a credit card payment and disputes the... Read More

Introduction Confirm the following: Block is on/off account Account is not past due Account does not have a write off balance Balance has not exceeded the cap for PPV/VOD Resolution Steps Expand All | Collapse All ... Read More

Resolution Steps Expand All | Collapse All Payment Reminder Email Payment reminders go to preferred email when payment is not received at due date, but before the account is past due (31-60) Payment reminders are a soft attempt to... Read More

Introduction Change Privacy Settings only at a customer's request  Always use BOLT to change Privacy Settings, or verify a customer's existing settings  To stop solicitation from all companies, customers can add their name to... Read More

Introduction Special Note for Site Bulk Standardization, customers with data, use codes: Modem Service: NMDMSVC   Dynamic IP: NDYNIP1   Video only bulk customers upgrading to Retail Data services can get All In promotions that... Read More

Introduction The following are normal business hours for these locations. For temporary changes, see the Outages / Reminders pageDo not use the addresses listed in this article for mailing payments. See Payment Mailing Address for the... Read More