Bulk, Corporate and VIP with Local Market Contacts- Article no. 1222

Introduction

Special Note for Site Bulk Standardization, customers with data, use codes:

 



Video only bulk customers upgrading to Retail Data services can get All In promotions that must use NAMDMSV and NADYNP1 codes
 

Note: for Bulk customers on Rio Grande Street, Austin TX, see Accelerate information, here

 

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  • Review the Customer Flash Screen [CF] screen in ICOMS or the Serviceable Status / Flash Tab in BOLT for bulk services
     
    • Any special instructions, Service Codes and building access permissions will be listed Customer Flash Screen [CF] screen or the Serviceable Status / Flash Tab
       
  • If service codes have been added and are not discounting to the Bulk rate, place a Service Now Billing ticket to get the account corrected
     
  • If the Customer Flash Screen [CF] or the Serviceable Status / Flash Tab does not display correct bulk information, submit a Service Now Ticket and include all pertinent information

 

Resolution Steps


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There are several bulk account types as there are differences in how each account type is handled:

Bulk Master pays for all units, active or inactive, or only for the number of units that are active in the building

  • All Markets:

      • Never make changes to a Bulk Master account!

      • All changes must be referred to the local market contact
  • California, Oregon and Washington Disconnects

    • Agent must email Local Market Contact and include:

        • Account number

        • Business name

        • Contact name, phone number and email address
    • Customer must:

      • Provide 30-60 day written notice; include disconnect date; sent to:

      Wave Headquarters
      3700 Monte Villa Pkwy
      Bothell, WA 98021

      • Contact the Bulk Account Manager
    • If building management/maintenance reports services out throughout a building, enter a Trouble Call
       
    • Follow Market Escalations and enter a Case

    • Reach out to a Lead to report the issue to Dispatch via their Market Escalations process

Billing issues for Bulk Master 


  • Access the account
     
  • Email: bulkorders@wavebroadband.com
     
  • Subject Line:  must be Transition Referral - Account Number
     
  • Include the following:
     
    • Account number
       
    • Contact name / number
       
    • Description of the issue
  • Agents may install service included in the agreement

  • See the Customer Flash to add services included in the bulk agreement and special instructions

  • Must follow Credit Policy when adding non-bulk services


  • Note: Taxes for bulk services appear in ICOMS until the order has been checked in through nightly process
  • Add, remove and change services that are not included in the bulk agreement

      • In PA, name of account holder must be added to the account if account name is listed as a business
  • Correct services that should be included as part of the bulk agreement

      • In IL, Streaming only cable equipment NBULKBX is available in some bulk buildings

      • Used for residents without TV sets when cable service is included in the building agreement

    • Use dummy equipment STMONLY in the [BX] Screen ITEM field for balancing
Follow usual Disconnect process
  • Only services outside of the bulk agreement are suspended
  • Bulk services remain active
  • To reconnect, process a payment as usual and enter a service change to re-add the services
  • Follow usual trouble call processes

 

Tenants pay us directly for bulk services, at a reduced rate based on a negotiated contract

    • Identified on the Customer Flash Screen [CF] as Direct Bulk

  • The More Keys on the CM screen also identifies Direct Bulk customers in the Grp Overrides link

      • Rate Master says DBULK
  • Direct Bulk Resilink accounts are no longer sold, however a few accounts are still active

      • They have two separate rate codes; one for cable at a reduced rate and one code for telephone and/or cable modem portion of the Resilink Package

      • The rate code for the cable portion of the service must be listed separately, or customer receives free cable service

    • Handled the same as Direct Bulk Accounts

Article ID: 289
Created: February 2, 2024
Last Updated: February 2, 2024
Author: [shekhar.bhanot@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=289