Introduction

Charges are removed during nightly processing; however, it may take up to 48 hours

 

Equipment Removed/Returned in Error

• Please see Serial Numbers, MAC Addresses and Equipment Removed in Error Issues

Resolution Steps

Equipment Active on Account

• Balance account in order for the charges to be removed 
   

Equipment Removed, MRCs Still on Account

• Service Change [UD]
   
• Remove the MRCs
   
• Backdate the service change (if necessary) by changing the Start Bill Date  
   
  • ICOMS calculates the appropriate credit; adjustments aren't needed if under 30 days
     

• Checking the Equipment Returned History
   

Equipment Removed, Unreturned Equipment Charges on Account

• Charges are removed during nightly processing; however, it may take up to 48 hours
   
  • CA, OR, WA and TX: check ICOMS Returned Equipment on the [BX]; equipment with no category or occurrence assigned cannot be seen in BOLT Returned Equipment
     
• If equipment displays as returned in the account and charges have not been reversed:
  
  Create a Case in BOLT, after the 48 hour timeframe
   
  • Fill out the information as described below and Save

    Record Type	Non-Technical
    Reason	Bill / Invoice Questions or Issue
    Reason Detail	Dispute Equipment Charges
    Case Reason	Equipment Removed / Remove Charges
    Destination	Financial Services (FS)
    Notes	Any Relevant Information

 

Equipment Not Removed from Account, Customer has Receipt/Tracking Number

• Charges can take up to 48 hours to be removed
   
• CA, OR, WA and TX: check ICOMS Returned Equipment on the [BX]; equipment with no category or occurrence assigned cannot be seen in BOLT Returned Equipment
   
  • Payment center equipment returns vary:
     
    • Returned equipment may not be picked up from the payment centers daily
       
    • Takes 7 to 10 days for the returned equipment to be placed into our inventory and credited to the account
       
    • Customers are given a receipt; verify if missing equipment is on the receipt
       
  • If several days pass, and the equipment charges have not been removed, create a Case in BOLT:
     
  • Fill out the information as described below and Save

    Record Type	Non Technical
    Reason	Bill / Invoice Questions or Issue
    Reason Detail
    Case Reason	Unreturned Equipment  Charges
    Destination	Local Market Support
    Notes	Any relevant information including tracking info

     
  • Have customer email, fax, or mail the receipt to us, with the BOLT case number included:
    
    • Email: fsbo@astound.com
      Fax: 570-270-1498
      
      Mail:
      Astound Broadband
      Attn: Financial Services
      100 Baltimore Dr
      Wilkes-Barre, PA 18702

 

Equipment Not Removed from Account (No receipt)

• Once equipment is returned, charges are usually removed during nightly processing; however may take up to 48 hours  
   
  • CA, OR, WA and TX: check ICOMS Returned Equipment on the [BX].  Equipment with no category or occurrence assigned cannot be seen in BOLT Returned Equipment
     
• If several days have passed since the equipment was returned and the equipment charges have not been removed
  
  OR if customer was charged for an EMTA battery they did not receive
   
  • Create a Case for Local Market Support (Support)
     
  • Fill out the information as described below and Save
     

  Record Type	Non Technical
  Reason	Bill / Invoice Questions or Issue
  Reason Detail	Dispute - Equipment Charges
  Case Reason	Unreturned Equipment Charges
  Destination	Local Market Support
  Notes	Any relevant information including tracking info

  
   
• IMPORTANT!
   
  • If a customer tells you they returned equipment, ask these questions and note the account:
     
    • At what location did you drop off the equipment?
       
    • When (time/date) did you drop off the equipment?
       
    • Did you get a receipt?  (Or if an equipment label was used, do you have the tracking information?)
       
    • Do you remember the name of the person you spoke with?
       

The Local Market

• Researches the account
   
• Removes the equipment only when the equipment can be accounted for
   
  • If the warehouse hasn't received the equipment, the charges will not be credited

 

Customer's Equipment Not Removed from Account (No receipt) - CA, OR, TX, WA

• Some Customer Owned Modems have the same Item descriptions as company owned equipment and may generate charges
   
• Once equipment is returned, charges are usually removed during nightly processing; however may take up to 48 hours
   
• Check ICOMS Returned Equipment on the [BX].  Equipment with no category or occurrence assigned cannot be seen in BOLT Returned Equipment
   
• If several days have passed since the equipment was returned and the equipment charges have not been removed:
   
• Create a Case for Local Market Support (Support)
   
• Fill out the information as described below and Save
   

  Record Type	Non Technical
  Reason	Bill / Invoice Questions or Issue
  Reason Detail	Dispute - Equipment Charges
  Case Reason	Unreturned Equipment Charges
  Destination	Local Market Support
  Notes	Any Relevant Information

• IMPORTANT!
   
  • If a customer tells you the equipment is customer owned,  note the case and account:
     
    • Item number on the Equipment screen
       
    • MAC Address and Serial number
       
    • Any relevant equipment details
      
       
• The Local Market
   
  • Researches the account
     
  • Removes the Non-Grande equipment once it has been verified