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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 Customers are Responsible for Lost/Stolen/Damaged Equipment Charges are applied by the local market when equipment is damaged beyond repair, or if the equipment is said to be lost or stolen  Replacement cost for the equipment... Read More

Introduction Business Rules:  To keep phone service on, customer must pay the full past due balance for all category T billing  In Site 39, customers must pay full past due on just basic phone service - T100  If bill is due... Read More

Introduction Customer must fax a copy of their bank statement showing payment taken and overdraft fee to 570-270-1498 (Attn: Payment Processing) Never promise a refund for overdraft fees; final decisions are made by Payment... Read More

Introduction   It can take a month or more for a payment denial to show on the ledger (MOP Denial displays on the ledger) It depends on when the bank responds to the payment attempt To determine the reason, see Determine the Status... Read More

Introduction  Business Rules Customer requests only; do not suggest medically necessary phone service to a customer   This information is available on our billing statements; it does not apply to cable or internet service ... Read More

Introduction Equipment Return Information All equipment with an MRC must be returned; see full list of equipment charges, here  To avoid unreturned equipment charges, our equipment must be returned prior to, or on the day services are... Read More