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

Restore service when account was disconnected in error

Resolution Steps

If the Account Status is:

• If the account status is disconnected:
   
  • Process a Reconnect order and waive the OTC (one time charge)
     
    • If work order is complete and not checked in, contact Dispatch
       
• If the account status and the service in question are both active:
   
  • Cable: Follow No Picture
     
  • Data: Follow Cable Modem Offline
     
  • Phone: Follow these steps
     
    1. The customer is experiencing no dial tone due to:
        
       • Telephone line is disconnected when there was no disconnect order placed
          
       • Disconnect occurred at an earlier date than the customer requested or sooner than the scheduled Work Order
          
    2. Click Create Work Order or Technical Case
        
       • Fill out the information as described below and click Submit
          

         Trouble Call or Tech Case	Trouble Call
         Service Category	Telephone
         Problem Description	CF - Cannot Call Out
         Select	Affected Phone line
         Phone Issue	All Phone numbers
         Enter	All required information
         Notes	Any additional pertinent information

       
       '
       • The Case is worked by Voice Support who will contact the customer the next business day