Steps 1 through 6 must be followed for every customer

1. Customer must answer two (2) Security Questions OR provide their CPNI PIN and answer one (1) Security Question

1. If customer cannot verify, advise them to access their Selfcare account where they can add / change their security questions immediately

1. Note: if they are not yet registered, you may provide the 13-digit account number for set-up

1. If customer is unable to access selfcare, send a CPNI letter to the Preferred Email Address on file; email address must be on record for at least 30 days prior to the date of this request
    
2. If no Preferred Email Address exists, or has been on record less than 30 days, the letter is mailed USPS 

1. Direct customer to go to the local office with current photo ID; provide hours of operation and address

• Escalation path for concerned customers with Astound Home Phone Service

1. If customer has Astound Home Phone Service, put the customer on hold and call Global Support (Help)

1. Lead puts agent on hold and calls the customer on their Astound home phone line in the account

1. Lead speaks to the customer, sets up security questions and prior to hanging up, advises customer they are going back to the agent

1. Lead IM's the agent to let them know customer is setup and that they can proceed with asking security questions

1. Agent refreshes their screen or exits / re-enters account to verify security questions and proceed with call

• Escalation path for concerned customers without Astound Home Phone Service

1. Call Global Support via conference with the customer and agent

1. Lead verifies the last payment made; customer must provide exact last payment amount and correct method of payment

1. Lead verifies last 4 digits of social security number (when available on the account)

1. Lead then sets up security questions and releases customer back to the agent

1. Agent asks security questions and continues with the call

• If customer is unable to complete all escalation requirements, revert to sending a CPNI letter or customer can present a valid state photo ID at a local office

• Outsource Partners Escalation Process: follow your site specific Escalation Path for Account Verification

• In the customer's account, click on button: Send CPNI Letter

• Preferred Email Address is in the account: CPNI letter is emailed to the Preferred Email Address on file

• CPNI letters are emailed within 10 minutes

• Have the customer check their spam and junk mail if they state they have not received it

• No Preferred Email Address on file: CPNI letter is sent via USPS to the Service Address, or Billing Address if one is on file

• Please allow up to 6 days for delivery

• Example of CPNI Letter

• Account number and unique pin is provided in the letter; see Letter Follow-up Instructions below

• If the need is urgent a customer can authenticate in person at our local office with a valid ID (Exceptions: site 91 / 92 and areas that do not have a local office)

• Special Request Order [SR] screen with order type SRO

• One Time Charges [OT] screen

 

• Check the Office Only box and hit Enter twice

• Work Order Check In screen

• Click the Completed radio button, enter your employee number in the Installer field and hit Enter twice to complete the order

• A CPNI letter is emailed within 10 minutes when a preferred email address is on file

• Have the customer check their spam and junk files if they state they did not receive it

• Without a Preferred Email Address, the CPNI letter is sent via US Mail to the Service Address, or Billing Address if one is on file; allow up to 6 days for delivery

• If the need is urgent a customer can authenticate in person at our local office with a valid ID

• CPNI Email Sent: customers click on the first link in the email to set up CPNI and answer security questions

• CPNI Letter Mailed via USPS: customers visit https://my.astound.com/forgot_password to set up CPNI, answer security questions and confirm their Preferred Email Address

• Without a preferred email address on file, a CPNI letter is sent via US Mail to the Service Address or Billing Address, if there is one on file

• If more than 6 days have passed since the CPNI Letter was mailed, send another CPNI letter (see steps above)

A CPNI Break or Breach happens when CPNI-protected information; may have been made accessible to people or organizations who should not have the information

Immediately report all CPNI procedural breaks and breaches by filling out this form

• Customer reports someone without access to their CPNI PIN has information about their phone usage

• Law Enforcement reports that Astound property containing customer phone records was recovered in the course of their duty

• New CPNI PINs may take up to 24 hours to generate

• They are auto-populated once daily

• New installs, for example, do not have a PIN generated until this script runs

• Install orders taken after 6:00pm ET are not updated with a PIN until the next evening

• If the CPNI PIN is missing from the account after 24 hours, create a Service Now Ticket  to have another CPNI PIN generated

• • Authenticate two (2) Security Questions OR 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
  
  
  • Once fully verified, create a Service Now Ticket to have another CPNI PIN generated