Pricing Promo Freeze FAQs-9302

Introduction

Promo Roll Freeze: All Markets

Customers who have a promotional rate rolling to next year pricing from 2/14/2023 - 4/30/2023 have a promo freeze code added to their accounts

Beginning 6/1/2023 through 10/1/2023, customers start to see an increase as their rate freeze promo is removed

These customers are increased in groups over the next 5 months

Customers will get the promo freeze when their core promo(s) increases $20.00 or more
Campaign Code PL_2023G01 is added to these accounts from Billing IT
Do not remove this code unless the customer is having another promotion added to their account

Resolution Steps

Q: How long will the service/equipment rates remain as is (aka frozen) on the account?

A: We've been listening to our customers and are working on reviewing package and promotions. Our relationship is so important and we're dedicated to getting it right. We’ll be performing a review over the next 90 days. Notification will be provided 30 days in advance within your bill statement prior to any promotional rate changes

Q: How can I tell what items and promotions on my bill are remaining as is (aka frozen) and will not increase?

A: At this time, all service and equipment rates will not change. If you’d like to remove/change something, we can do so now. How: agent removes the promo roll freeze code, removes/changes LOB customer wishes to edit, add promo roll freeze code back on. (i.e. remove HBO for example)

Q: I have a customer loyalty credit on my account (aka BoB) – will I lose that if I make a change?

A: Because you’re looking to make a change to the services/equipment on your account, the loyalty discount will change and/or no longer be valid. However, we have a number of new options available for existing customers. Would you like me to take a look and see what’s available?

How: Suggest alt package to move customer into vs. applying a BoB. Since the rate is frozen, BoB may not be an option and/or existing BoBs may not work as a result of a change of service.

Q: Is there another package that I can move into right now?

A: We have a number of new options available. Let’s work on this together and see what we can do.

How: Suggest alt package to move customer into vs. applying a BoB. Since the rate is frozen, BoB may not be an option and/or existing BoBs may not work as a result of a change of service.

Article ID: 228
Created: February 2, 2024
Last Updated: February 2, 2024
Author: [shekhar.bhanot@teamhgs.com]