Billing

Introduction Use these steps to break the link between accounts when:  An account was inadvertently linked as a transfer While processing a Transfer of Service and one of the messages below is received: Account has already been transferred;... Read More

  Resolution Steps Contact the RCN TV Studio at (610) 443-2909 or (610) 443-2910 for Lehigh Valley and Philadelphia area local programming Copy costs depend on the running time of the event requested RCN TV Studios does not save every... Read More

Introduction In extremely rare occasions, credit / debit card information is placed on an MOP screen in error Example:  Mr. Jones's credit card information was placed on Mr. Smith's account If a customer used the credit card on... Read More

Introduction PPV events can only be canceled within the first 10 minutes of the event When ordered, customers are billed for PPVs, even when not tuned to the channel If a PPV is not canceled prior to the viewing time, or within the... Read More

Introduction Suspense Team's Responsibility: Research accounts for bill usage (unguided traffic) on a telephone number that is not being billed  If an account is not associated with the phone number, it is 911 suspended Resolution... Read More

Introduction Use the steps below to move an entire service category from one customer billing statement to another Use Merge Billing Statements to combine or merge all billing statements into one statement Resolution Steps   From... Read More

Introduction Sports Package Refund Information Removing a Sports Package service code does not generate a credit When a Sports Package is cancelled, a customer is ineligible for any refunds (prorated or otherwise) Exceptions are at aÂ... Read More

Introduction Use extreme caution when handling sensitive customer information With identity theft so prevalent, we make every effort to ensure a customer's personal information is not compromised Resolution Steps Please adhere to the... 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 Important Pending non-pay disconnect ordersÂ... Read More

  Resolution Steps Create an ICOMS Service Change [UD] with work order type Schdl TechVisit On the One Time Charge Screen [OT] screen, add RDSWPMD   On the Work Order Scheduling [SW] screen, schedule in the first available quota after... Read More