• For Digital West customers, send an email to support@digitalwest.net and include the following information:
   
  • Contact Name
     
  • Daytime contact number
     
  • Details of the request

When rescheduling a Transfer Order that does not include phone service, change the disconnect date at the old address to the install date at the new address

Non-GPON Symmetrical (formerly Wave G) see also, Non-GPON Symmetrical (formerly Wave G) Requests for Remote Installations 

• Business Rules:
   
  • Verify CPNI for CPNI and PII protected information.  Authenticate two (2) Security Questions OR the 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
     
  • A transfer must be done in the same Site and Company only
     
  • Services must be active in order to transfer services to a new address
     
  • Home Security cannot be transferred
     
  • When adding a line of business - Cable, Phone, Internet:
     
    • A new install or retention campaign may be used when necessary
       
  • Selfcare information and paperless billing does not transfer; the new account must be registered, then set up for paperless bills
     
  • The balance on the original account transfers the first night after the work order is completed; the next night, the equipment gets credited
     
• Spread Installation Charges: are posted to their final bill on their current account
   
• Credit Guidelines:

• Note: Customers who paid a deposit in original account and then transfers service - the deposit transfers to new account and the original install date is used when refunding the deposit
   
  • Customer under 3 years
     
    • Bill must be current, no money 31-60 day bucket, take a payment to bring the bill current
       
      • Process the work order
         
  • Customer over 3 years
     
    • Important: If the customer has a pending upgrade order scheduled that stops the processing of a soft disconnect (NPD):
       
      • If money is due in the 31-60 day bucket
         
      • Attempt to take the payment
         
      • If a customer states the payment is in the mail or they will make a payment in the next few days
      
      
      • Process the work order to transfer as long as a payment for the past due is received prior to the soft disconnect date 

Resolution Steps

Note: process transfer of existing services on an ACP customer as usual; do not remove the ACP service code(s) from the account
 

1. Update Bill To Addresses:
    
   • Update when the customer wants their bill sent somewhere other than the service address
      
   • Search ICOMS for the New address Address search help
      
2. Locate the address
    
   • Address is located: at Customer Search Screen enter task SS and double click the address to access the account
      
   • Address is not located
   
   
   • Address is purged: when doing the transfer order, address does not appear
     • Go to the transfer to account and create the new occupant by entering through the Customer Maintenance screen
     
     
     • Once new occupant is created, exit out of the install work order
     
     
     • The address will now appear when processing the transfer order
     
     
     
      
   • Address is outside our service area and keeping Mobile active, enter a Service Now ticket and Disconnect all service except Mobile
      
     • Update mobile Service Code to mobile without internet per line
        
       • Phone plans rate will increase $20 per line outside of Astound service areas
       
       
       
        
     • New Bill will show new address and customers will keep their existing account number
     
     
     • Taxes will stay the same for services in their previous address
     
     
     
      
   • Active customer at the address
      
     • CA, OR and WA
        
       • When the new address is listed as Cascadelink, transfer the call to Cascadelink or provide the customer with the contact information for them
          
3. Verify Serviceability
    
   • New Address Serviceability
      
     • Verify serviceability for the line(s) of business
        
       • Example: SS SOFT SWITCH, D3 DOCSIS 3.0, CD FD VD HDTV
          
       • If you receive this error when porting a number: Ported TN is invalid or un, enter a Service Now Ticket
          
         • Note: when serviceability is different, new equipment is needed
            
     • Verify mobile service coverage at customer's new address through Reach Central
     
     
     • When finding the house status set to Financial Hold, contact Financial Services for assistance
     
     
     
      
   • Verify Phone Customers Rate Center
      
     • Rate Centers are in the SS screen and determines the geographical location and availability for a given telephone number
        
     • The rate center determines where we can install a telephone number based on the central office for the incumbent telephone company
        
     • Most often, the rate center changes when the customer's zip code changes
        
     • When the Rate Centers are different, a new telephone number is needed
     
     
     • ICOMS automatically assigns a new telephone number during the installation portion of transfer
        
4. Exit the account
    
5. Return to the Customer Search Screen
    
6. Click Display Last 30 Accounts to find the current address

 Begin the Transfer Work Order

 Process the Disconnect on current account

 Process the Install portion of the transfer work order

 Texas: Moving Between GPON and DOCSIS Areas