Introduction

Some customers at enTouch (site 44 Co 93) were inadvertently receiving data service at no charge

You may notice some accounts that were brought over without a billable service code on the account

When speaking to a enTouch Customer whose data is not working:

• Check the account to ensure a speed tier with pricing is active on the account
   
• If not, a speed tier must be added and billed for data to work

Resolution Steps

• Have a conversation with the customer to find the best speed tier that fits their needs
   
• Add service code with pricing and be sure to explain the cost and benefits of their internet speed going forward
   
  • Residential Pricing Sheets 
     
  • Business Pricing Sheets
     
• Apologize for any inconvenience; let the customer know we will not back bill services
   
• For customer escalations, you may offer one month free in the form of a online adjustment in ICOMS
   
  • 01120 PROMOTION/CAMPAIGN - RESI
     
  • 01320 PROMOTION/CAMPAIGN-SM BUS
     
• As a final resort, year 1 pricing may be used for retention purposes only; see a Lead / Supervisor for assistance