Customer wants to Port Out Mobile Services to another Carrier

Follow these steps

1. Attempt to retain the customer
    
2. Authenticate 2 Security Questions and the CPNI PIN before discussing or changing anything; customers cannot opt-out of CPNI verification
    
3. Service Change [UD]  
    
   • Work Order Type: Internal Order
      
4. Order Entry Services [ES] screen
    
   • In Start Bill field; enter requested disco date
      
   • Remove mobile service codes
      
   • Remove and add new appropriate package code (if necessary)
      
5. No One Time Charge needed
    
6. Work Order Scheduling [WO] screen:
    
   • If only one mobile line:
      
     • No Schedule the Work Order
        
   • If multiple Mobile Lines:
      
     • Each mobile occurrence (line) needs to have its own work order #. To do this, we will need to first SPLIT the Work Order so that there is one per occurrence
        
       1. In the W/O Selection screen, highlight the mobile work order by clicking on it
           
          • Click the Split button
             
       2. Back in the W/O Svc Category Selection screen, highlight the MOBILE work order by clicking on it
           
          • Click the Split Occ button
             
       3. Back in the W/O Occurrence Selection screen, highlight the second occurrence only (do not select the first Occurrence), and click the Sel button
           
       4. Back in the W/O Selection page, click on the first Ctg M work order
           
          • Click the No Schedule button
             
          • Click on the second Ctg M work order, click the No Schedule button, and Repeat this process for the amount of lines you are disconnecting
             
       5. If disconnecting other services (D, C, T) you may click on them and click Sch
          
          
          • Select a time frame that is agreeable with your customer for non-mobile services
             
       6. You will see dates for all work orders
           
7. For Future Start dates: Access Future Bill Date

• Pending disconnects can be cancelled, however turnaround times to complete disconnects are fairly quick, so agents will only have a small window of time to to cancel it before the Work Order is completed

• Follow normal  procedures per market for all other (HSD, cable, etc.) services with the exception of mobile
   
• Follow these steps
   
• Please note:
   
  • Line will remain active and billing to continue until new carrier completes the port out. Bill will be prorated accordingly 
     
  • Mobile services with HSD include a $20 discount per line.  Removing HSD would technically disqualify the customer for the discount.  However, there is a 30 day grace period before removing the $20 discount (since its possible customer may change their mind)
     
    • After 30 days, the code gets automatically updated (i.e. to Mobile without HSD) and the customer would need to pay the higher rate
       
    • Similar grace period will apply to new customers with activating the mobile line prior to getting HSD installed

• If the customer ports out/disconnects the primary line but keeps other lines, the next lowest occurrence that is active in ICOMS becomes the primary line

1. Service Change [UD] screen
    
   • Work Order Type: Internal Order
      
2. Order Entry Services [ES] screen
    
   • In Start Bill field, enter customer requested disco date
      
   • Remove Services
      
   • Remove old package code, if present
      
   • Add new package code 
      
3. High Speed Data Services [HS] screen:
    
   • Locate the Occurrence that has the modem service codes; hit F4 in the Occurrence field
      
   • Remove RSSPHMD / NSSPHMD / VRMT2 to make EMTA data only
      
   • Remove NEMTA31, if present
      
   • If customer has 2 separate modems, D3 / BYOM and EMTA
      
     • Remove RSSPHNE / NSSPHNE / VRMT2 
        
4. Equipment Maintenance Screen [BX] screen:
    
   • Remove the occurrence from the EMTA equipment 
      
   • If the customer requests a number to number referral, enter the forwarding number in the Work Order comments
      
5. One Time Charge screen
    
   • Add One Time Charge to remove phone: RTDISCO
      
6. Work Order Scheduling [WO] screen
    
   • Office Only

1. Service Change [UD]  
    
   • Work Order Type: Schdl Techvisit
      
2. Order Entry Services [ES] screen
    
   • In Start Bill field, enter customer requested disco date
      
   • Remove Services
      
   • Remove old package code; if present
      
   • Add new package code 
      
3. High Speed Data Services [HS] screen:
    
   • Locate the Occurrence that has the modem service codes; hit F4 in the Occurrence field
      
   • Remove RSSPHMD / NSSPHMD / VRMT2
      
   • Remove NEMTA31, if present
      
   • If customer has 2 separate modems, D3/BYOM and an EMTA
      
     • Remove RSSPHNE / NSSPHNE / VRMT2  
        
     • Add new modem speed code
        
     • Add new modem equipment code
        
4. Equipment Maintenance Screen [BX] screen:
    
   • Remove the occurrence from the EMTA equipment
      
   • If the customer requests a number to number referral, enter the forwarding number in the Work Order comments
      
5. One Time Charges screen
    
   • Add One Time Charge to remove phone: RTDISCO
      
   • Add One Time Charge for truck roll:
      
     • TX: I / R Policy
        
     • DC Metro, IL, MA, NY, and PA:  I / R Policy
        
     • CA, OR, WA: I / R Policy
        
6. Work Order Scheduling [WO] screen
    
   • Schedule tech visit 

1. Service Change [UD]  
    
   • Work Order Type: Internal Order
      
2. Order Entry Services [ES] screen
    
   • In Start Bill field; enter requested disco date
      
   • Remove services
      
   • Remove and add package code
      
3. One Time Charge [OT] screen
    
   • Telephone: RTDISCO or TTDISCO (used for resale phone only)
      
   • Cable: RDISCO
      
   • Data: RDDISCO
      
4. For Future Start dates: Access Future Bill Date

1. Service Change [UD] screen
    
   • Work Order Type: Internal Order
      
2. Telephone Service Screen [TE]
    
   • Click on the phone line you are removing
      
   • Click on Cncl/Disc
      
   • Select the Minor Reason Code
      
3. One Time Charge [OT] screen
    
   • Digital Phone: RTDISCO
      
   • Used for Resale Phone only: TTDISCO
      
4. Repeat this process for each of the customer's additional lines 
    
5. Work Order Scheduling [WO] screen
    
   • Office Only

• Advise customer to return their equipment on the day of  OR  prior to the disconnect date to avoid unreturned equipment charges
   
• See Returning Equipment
   

•  If equipment is not returned before the disconnect work order is completed, customers are billed:
   
  • Auto-pay customers are billed for equipment via their method of payment
     
  • Non auto-pay customers see equipment charges on their next statement