Bulk, Corporate and VIP with Local Market Contacts- 1222

Introduction

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

    • Modem Service: NMDMSVC

 

    • Dynamic IP: NDYNIP1

 

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

 

  • 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
    • Bulk customers can be given a promotion, only on services not included in the agreement and only when ICOMS authorizes us to add it

    • Follow the Residential Credit Policy when adding services not included in the bulk agreement

    • A credit check/deposit may be necessary

    • Roommate accounts are not allowed on bulk accounts

    • Seasonal Disconnects are not allowed on bulk accounts

  • Contact local market personnel by phone when possible (internal use only - do not give to the customer)
     
  • If unavailable by phone, send an email to them
     
  • Include the customer's name, address, account number including the site, and a brief description of why the customer called
     
  • Note: General billing questions and billing disputes not included as part of the bulk agreement, should be handled by front line agents
     
  • Note:  If a Master Bulk requests credit or, bulk services are billing incorrectly submit a Service Now Ticket and include all pertinent information
     
  • Outsource Partners:  Send all pertinent information intended for a bulk contact below to vendor.relations@astound.com
Site 9 DC Metro

Maryland (AAB) - VA, MD		 Kathy Wingo (kathy.wingo@astound.com)
Bulk and VIP accounts		 301-531-3907
Site 14 Chicago /  Skokie

Evansville, IN
(formerly WOW)
CHGO-Bulk Issues Team (CHGO-Bulk.Issues.Team@astound.com)
 
Site 22 Massachusetts
John Twomey (john.twomey@astound.com)

Caroline Byrne (Caroline.Byrne@astound.com)
617-590-4572


781-316-8814
Site 33 New York Bebe Majeed (Bebe.Majeed@astound.com) 212-842-8524
Site 39 Pennsylvania PA Market Support (PA.Market.Support)
M - F (9 am-8 pm ET)
Sat (8:30 am-5 pm ET) Sunday (closed)

 

Marcy Earls (Marcy.Earls@astound.com)		 866-926-6704


610-972-0587
Site 44 Texas and Harris frontcountersupervisors@astound.com  
Site 48 WA Residential Bulk

WA Business Bulk

wa_residential.bulk.inquiries@astound.com

submit a MACD ticket

 		  
Site 48 Wave South (CA and OR) Contact List  

Resolution Steps


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
Tenant pays their building for services via their maintenance agreement - bulk services are zero rated on statement
  • 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
Agents may install service included in the agreement

See the Customer Flash Screen [CF] All bulk services must be added to receive the direct bulk discount

    • Agents may add/remove services not included in the bulk agreement

  • Removing services in the bulk agreement negatively affects pricing
Follow usual Disconnect   processes
Follow usual trouble call processes
    • New Bulk Services Install

  • Agents can install retail accounts that are not included in the bulk agreement

    • California, Oregon, Washington:

      • Email CSR Lead with the following information:

          • Customer's name

          • Address with unit number

          • Contact Phone

          • Email address
    • All Other Markets:  refer to telesales
    • California, Oregon, Washington: adding additional services are handled by the DSR's

  • All Other Markets: agents can change services not included in bulk agreement
Follow usual Disconnect processes
Follow usual trouble call processes
  • Corporate apartments are owned by a company and leased to their company employees on a temporary basis

      • Examples: Execustay, DJ Knight, and Oakwood Housing (Site 33)
  • VIP accounts are specifically determined by the local market and handled the same as a corporate apartment account

    • Customer Maintenance [CM] screen:

        • Example: Customer Type X - VIP Corporate, Customer Type I - High Profile, Customer Type V

      • These accounts are not business accounts and must be handled as residential
    • Never make changes to these accounts!

  • Refer to Local Market Contacts
See Customer Flash screen [CF] if no special instructions, follow regular trouble shooting processes
    • Customer Type I: High Profile

    • These accounts are not business accounts and must be handled as residential

      • Installations, Service Changes, Account Changes and Disconnects: follow regular residential processes

    • Trouble Calls: See Customer Flash screen [CF] if no special instructions, follow regular trouble shooting processes
    • A single account that pays for all bulk services provided to their guests Hotels, Motels, Assisted Living Facilities

    • Generic Accounts are pre-built

    • Generic accounts houses all equipment for each unit at the bulk property

  • These accounts are in the Bulk property name

Buildings who pay for service reserve the right to request an account disconnection when a tenant fails to pay their building / HOA fees

    • Check the Customer Flash [CF] screen for notes on the disconnect reason

  • Email the Bulk contact to verify eligibility for reconnect; the customer will receive a call from the market within 2 business days

      • Account Number

      • Account Name and Contact Name (if different)

      • Address

    • Contact Number
       
        • Once approved by the market, customer is charged a reconnect fee
  • If a Bulk Building is disconnected, refer customer to their building management unless otherwise advised in Bulk Changes
Transfer from one bulk address to another when:

 
  • The from / to addresses are in the same Site and Company

  • You transfer from one bulk named account to another bulk named account

  • The exact same services and equipment exist at both addresses (i.e same cable, modem speed service, boxes, etc.) 

Important

  • MyGrande information does not transfer; register the new account for MyGrande

  • The balance on the original account transfers the first night after the work order is completed; the next night, the equipment gets credited
  • Update Bill To Addresses:

     
    • Update when the customer wants their bill sent somewhere other than the service address
       
    • Search ICOMS for the New address
       
  • Verify Serviceability
     
    • Check the Customer Flash [CF] screen
       
  • Current Address
     
    • Order Entry - Transfer
       
    • Order Type: Transfer and Enter
       
  • Customer Look Up screen
     
    • Enter the new address; highlight it and click Select
       
    • Customer Maintenance screen is not on the new account 
       
    • Existing personal information is automatically transferred; verify the personal information was transferred correctly; make any changes as needed and enter
       
    • Add the Preferred Email Address if one is not present
  • Highlight the Work Order on the Work Order Scheduling [WO] screen
     
    • Press Sch to schedule the disconnect for the customer requested date
       
    • Add Daytime Contact Number Second line is automatically populated with AUTOMATIC TRANSFER WORK ORDER - Do not type over these comments; press Enter
       
  • Order Summary [OS] screen; confirm information; do not press Enter

     
  • One Time Charge [OT] screen; select the OTC per line of business
     
    • Cable:  RDISCO 
       
    • Data:  RDDISCO
       
    • Telephone:  RTDISCO
       
  • Order Summary;  verify the order 
  • Work Order Type:  Self Install
     
  • Go to the Order Entry Services [ES] screen, add all applicable Service Codes
     
  • Go to the Customer Maintenance [CM] screen; confirm or add a Preferred Email Address
     
  • Go to the One Time Charges [OT] screen; select a One Time Charge

     
    • Cable:   RBXPKUP
       
    • Data:    RDBXPUP
       
  • On the Work Order Scheduling [SW] screen, schedule 5 days out of the requested date in FLLWUP quota
     
    • Advise the customer to take the equipment with them; plug it in.  Once the equipment is connected call the IVR 1.800.230.4576 to send a signal
       
  • Enter through the Order Summary [OS] screen to confirm the work order
     
  •  Go to the Data Users [DU] screen to establish a Data User ID and Password if installing Cable Modem service
  • Confirm the response code for the telephone transaction reads Sent
     
  • If any other value (i.e. 000001) is displayed:
     
    • Highlight the transaction; click resend
       
    • Get Sent response code; F5 to refresh the screen
  • Both the Local Sts and Server Sts have an A (active) and date 
     
  • If the Server Sts does not have an A and date
     
    • Highlight the User Login 
       
    • Select Activate until one populates
  • Look for Complete in the Resp Code column to verify the username and password will work on the customer's account
     
  • Help resolving PT errors  
  • Access MP in the new account
     
    • Ensure the customer's autopay is assigned
       
    • ACH information does not automatically assign in a transfer
       
  • Verify the Method of Payment; click Assign
  • MyGrande account setup does not transfer
     
  • The customer can choose to keep the old MyGrande account active for record keeping
     

  • You can offer to recycle their username for their new MyGrande account

     

    • Copy the username and delete the old account using the MyGrande tool
       
    • Always check with the customer before doing this
       
    • Re-use the MyGrande username during the new MyGrande account setup
       
  • MyGrande Online Bill Pay Portal to create a MyGrande account 
    • Braemar is a gated community which consists of five HOA's located in Bristow, VA

      • Highland Hills

      • Tartan Hills Village

      • Dunbarton

      • Tartan Hills Village East

      • Tartan Hills Village West

    • Braemar accounts are BULK accounts and are easily identified by accessing:

    • The Customer Maintenance [CM]  Screen says BULK
       
    • The Customer Flashes [CF] screen says:  BULK ACCOUNT - BRAEMAR
       
      • Also displays bulk services, name of the Braemar community and other special information about the address
         
    • The House Maintenance [HM] screen (arrow down once); House Comment says:  **BULK ACCOUNT** BRAEMAR
  • Braemar bulk accounts are receiving a speed increase from 250Mbps to 330Mbsp
  • Braemar residents will receive one of three letters depending on their current services:


    • Preferred TV up to 8 outlets

    • Two Braemar channels

    1. Prince William County Education

  1. Government channels

  • Individual Unit Owners receive:

    • One TiVo Quad 4 Tuner

    • Three TiVo Previews Single Tuner

    • Four Standard Digital Boxes

  • Showtime and The Movie Channel

Internet

    • 330 Mbps is included and are eligible for new bundled packages

    • 3.0 Modem

      • See [CF] screen to verify services in agreement

    • To increase modem speed choose the correct Package Code to increase the speed  Pricing / Promotions

Phone

    • Local service: $13.00

    • Regional: $1.00

  • LD: $1.00
Initial Standard

    • Initial Standard includes:

      • Free for residents who have never activated Astound services or who are moving in as the new occupant of a home

      • Four standard converter boxes, to existing and functioning outlets free of charge

      • If the customer adds other services during install, those services will be installed free of charge as well

Existing Customers

      • Installations, Service Changes, Account Changes and Disconnects: follow regular residential processes


      • Trouble Calls: See Customer Flash screen [CF] if no special instructions, follow regular trouble shooting processes

Self Installations

  • Braemar customers can self install equipment; there is no deposit requirement


  • Equipment Pick-Up:

      • Customer Flashes [CF] section

      • Special Request Order [SR]

      • Work Order Scheduling [SW]

      • We offer a 3-hour appointment window for technician pick-up no charge
    1. Add one rcn.com email account for each braemarnet.com account migrated

    1. Agents: log into rcn.com Webmail to test the new username / password

  1. Ask the customer to log on to their existing braemarnet.com Webmail and click on the Preferences Tab

      • Enter the new rcn.com email address in the forwarding field

      • Check the leave a copy of messages on the server box, and hit Save

      • Log out of the braemarnet.com Webmail
  2. Move existing braemarnet.com inbox messages to the new rcn.com account; messages are no longer available in braemarnet.com

      • On the Preferences tab, click Accounts, then Add External Account

      • In the email address field, enter the braemarnet.com email account

      • Enter a professional name for the account label (display name)
  3. Check the account for POP3, and enter the new username and password, along with the following

      • Email server: mail.braemarnet.com

      • Delete a message from the server: checked
  4. For any additional folder in the braemarnet.com account, customers must use an email client with IMAP support to download the messages
  • Astounds's agreement with Braemar Home Owners Associations (HOA) mandates:

      • Residents who do not pay their HOA dues will have their Cable and Internet service temporarily suspended until dues are paid to the association

      • Cable and Internet Serviceable Status will be made non-serviceable

    • Braemar customers are in a 60 Day Late Fee scheme; this is part of the agreement with the Braemar HOA
    • Identifying Braemar Non-Pay Disco for HOA Dues:

      • Cable and Internet services are listed as Non-Serviceable

        • Do not set up a Trouble Call

        • Refer customer to the Braemar Community Association for information on restoration of services

    • BOLT notes will read: Suspension – Braemar HOA Unpaid
    • Customer must contact the Braemar Community Association

    • The Braemar Community Association will contact RCN to restore service

  • Braemar customers are charged $10 per line of business to restore service
For every account, enter this information as the Bill To Address
    • The complete USPS mailing address with residence hall name

  • Student post box number
    • The House Comments in BOLT

    • The CF screen in ICOMS

  • The Group Overrides in ICOMS
  • Identify address for Georgetown University Dormitory on the [HM] House Maintenance screen

      • There are no house numbers for these locations

      • To query a specific address

      • Add a 0 to the House Number field

    • Type the word and do not use the & sign
To identify a Georgetown town home address check:

  • [CF] Customer Flash screen

      • Modem accounts state Do not make any changes to this account
  • [SS] Serviceable Status screen

      • One account houses modem and the other houses cable and phone
  • Franchise number

    • Both accounts are in franchise 281- Georgetown Off Campus
here are select apartments in the halls which are tagged for contracted pricing or pricing discounts
  • Pricing and scheduling same as a retail customer
  • Return equipment to Local office or send label; boxes are not accepted at any college office during the academic year
Students are advised to call 877.532.HOYA (4692) which rings to Astound to process the disconnect
For Summer Session residents, to order Digital Cable TV service, the student needs:

    • Residence Hall Name

    • Room Number

  • University ID Number (UID)
    • Georgetown University Housing Department - Harbin 100

  • RCN Off-Campus Office Location

    • Special note for Town Home residents: a Technician is required for installation; installation time is set up when order is placed
Students are advised to call 877.532.HOYA (4692) which rings to RCN customer service to process the disconnect
Students are advised to access online information regarding their Georgetown account

  • Process Disconnect Work Order

      • 10 day rule does not apply

      • Schedule in next available quota
  • Equipment Returns: equipment return label or drop off at local office



    • Student addresses must include:

        • Full spelling of the Residential Hall (Not the 4 letter abbreviations in ICOMS)

        • Campus post box #

          • Example:

              • Student Name

                Georgetown University (Kennedy Hall)

                37th & O St NW

                PO Box #XXXXX

                Washington DC 20057
        • Emailing a label is probably a quicker and more efficient
    • Return to Office Location

        • Special note for Town Home residents: a Technician will be required for your installation; the installation time can be set up when you place your order
Student Notice:

Please call 1-877-532-HOYA (4692) to disconnect your service

Please be advised without the return of all equipment and a request for disconnection, we will not be able to discontinue your billing

Also the type of converter you have may result in equipment fees ranging from $80-$575 if not returned

Special instructions:
 
      Seasonal procedure for the residents of Trump Village

      • Inform the customer to contact the Trump Mgmt Office for Seasonal Disconnects/Reconnects
      •  
      • Trump Village Management will be sending notification to the residents, along with a copy of the form

    • To arrange for a seasonal disconnect, they must do the following:
        1. Pick up a Trump Plaza Seasonal Form from their management office

        1. Return the completed and signed form to Rita in their Management office

        1. Rita will fax the form to Bebe Majeed, who will complete the seasonal disco in the system

        1. When they are ready to return, the customer will contact Rita, who completes the office only portion of the form, and faxes the update to Bebe

        1. Bebe will perform the reconnect and arrange for restoration of any promos, discounts, etc.

      • Note: if you receive any calls regarding seasonal disconnects, be sure to verify with them whether they have made arrangements with the Management Office

Wi-Fi service is restricted to the courtyard area only

Customers may call the local office at 212-842-7981 Monday through Friday from 9:00am to 5:00pm with questions or service issues

 

Trump Village Bulk complex addresses in Brooklyn  

  • 2928 West 5th Street
  • 2930 West 5th Street
  • 2932 West 5th Street
  • 2940 West 5th Street
  • 2942 West 5th Street
  • 2944 West 5th Street


Network Name (SSID):   TrumpVillage_Wifi

Password: 2a7b53505d

Peter Cooper Village and Stuyvesant Town offers Bulk services free for a year to customers who are pre-qualified by the leasing company

  • Some folks in Stuyvesant Town and Peter Cooper Village in New York are eligible to receive the following special bulk offer for one full year:

    • Basic TV, Preferred TV, Premiere, Showtime/TMC and 1 HD box or TiVo single tuner, 500Mbps, 3-in-1 modem/router - must be installed with all services

      • Additional services are direct-billed to the customer as normal

    • You can identify this special bulk offer by the following account information:

      • Customer Flash (CF) screen is noted with the bulk services

      • Development/Co/Franchise is: 61 72 217

      • Rate group is: 6102690

      • Campaign group is: 3300016
  • Only new tenants/owners who are pre-qualified by the Stuy Town/Peter Cooper Village leasing company to receive this offer are eligible

  • These are large apartment complexes with many units! Not all units qualify for this offer
    • If you receive a call from a customer stating they should receive this offer, advise them to call their leasing company

    • Tenants who are not moving in via the leasing company may install service with current NY rates / campaigns.

  • Installation work orders for eligible tenants are being entered at the local market level; CHM will update each account individually with the special rate group, etc.
  • The unit must be pre-qualified by the leasing company to receive this special bulk offer; we are not involved in the pre-qualification process

  • The customer receives bulk services for one year only

  • When the year is almost up, customers will receive notification in the 11th month of the offer

    • The notice will remind them the offer is expiring and that they will be direct-billed with current promotional rates when the campaign ends

  • Not all units in all buildings in Peter Cooper Village/Stuy Town get this offer! (Only those that are pre-qualified by the leasing company)
     
    • Note: Customers who are not part of this bulk campaign may take advantage of our current New York offers
Only units that are pre-qualified by the leasing company at these addresses are eligible for special bulk pricing

350

1ST AVE

NEW YORK

NY

10010

360

1ST AVE

NEW YORK

NY

10010

370

1ST AVE

NEW YORK

NY

10010

390

1ST AVE

NEW YORK

NY

10010

431

E 20TH ST

NEW YORK

NY

10010

441

E 20TH ST

NEW YORK

NY

10010

511

E 20TH ST

NEW YORK

NY

10010

531

E 20TH ST

NEW YORK

NY

10010

541

E 20TH ST

NEW YORK

NY

10010

601

E 20TH ST

NEW YORK

NY

10010

420

E 23RD ST

NEW YORK

NY

10010

440

E 23RD ST

NEW YORK

NY

10010

510

E 23RD ST

NEW YORK

NY

10010

530

E 23RD ST

NEW YORK

NY

10010

2

PETER COOPER RD

NEW YORK

NY

10010

3

PETER COOPER RD

NEW YORK

NY

10010

4

PETER COOPER RD

NEW YORK

NY

10010

5

PETER COOPER RD

NEW YORK

NY

10010

6

PETER COOPER RD

NEW YORK

NY

10010

7

PETER COOPER RD

NEW YORK

NY

10010

8

PETER COOPER RD

NEW YORK

NY

10010
Only units that are pre-qualified by the leasing company at these addresses are eligible for special bulk pricing

405

E 14TH ST

NEW YORK

NY

10009

435

E 14TH ST

NEW YORK

NY

10009

445

E 14TH ST

NEW YORK

NY

10009

447

E 14TH ST

NEW YORK

NY

10009

449

E 14TH ST

NEW YORK

NY

10009

451

E 14TH ST

NEW YORK

NY

10009

453

E 14TH ST

NEW YORK

NY

10009

455

E 14TH ST

NEW YORK

NY

10009

505

E 14TH ST

NEW YORK

NY

10009

515

E 14TH ST

NEW YORK

NY

10009

521

E 14TH ST

NEW YORK

NY

10009

523

E 14TH ST

NEW YORK

NY

10009

525

E 14TH ST

NEW YORK

NY

10009

535

E 14TH ST

NEW YORK

NY

10009

545

E 14TH ST

NEW YORK

NY

10009

605

E 14TH ST

NEW YORK

NY

10009

615

E 14TH ST

NEW YORK

NY

10009

625

E 14TH ST

NEW YORK

NY

10009

635

E 14TH ST

NEW YORK

NY

10009

645

E 14TH ST

NEW YORK

NY

10009

647

E 14TH ST

NEW YORK

NY

10009

649

E 14TH ST

NEW YORK

NY

10009

651

E 14TH ST

NEW YORK

NY

10009

653

E 14TH ST

NEW YORK

NY

10009

655

E 14TH ST

NEW YORK

NY

10009

240

1ST AVE

NEW YORK

NY

10009

250

1ST AVE

NEW YORK

NY

10009

270

1ST AVE

NEW YORK

NY

10009

272

1ST AVE

NEW YORK

NY

10009

274

1ST AVE

NEW YORK

NY

10009

276

1ST AVE

NEW YORK

NY

10009

278

1ST AVE

NEW YORK

NY

10009

280

1ST AVE

NEW YORK

NY

10009

300

1ST AVE

NEW YORK

NY

10009

310

1ST AVE

NEW YORK

NY

10009

330

1ST AVE

NEW YORK

NY

10009

400

E 20TH ST

NEW YORK

NY

10009

410

E 20TH ST

NEW YORK

NY

10009

430

E 20TH ST

NEW YORK

NY

10009

440

E 20TH ST

NEW YORK

NY

10009

442

E 20TH ST

NEW YORK

NY

10009

444

E 20TH ST

NEW YORK

NY

10009

446

E 20TH ST

NEW YORK

NY

10009

448

E 20TH ST

NEW YORK

NY

10009

450

E 20TH ST

NEW YORK

NY

10009

510

E 20TH ST

NEW YORK

NY

10009

520

E 20TH ST

NEW YORK

NY

10009

522

E 20TH ST

NEW YORK

NY

10009

524

E 20TH ST

NEW YORK

NY

10009

526

E 20TH ST

NEW YORK

NY

10009

530

E 20TH ST

NEW YORK

NY

10009

540

E 20TH ST

NEW YORK

NY

10009

610

E 20TH ST

NEW YORK

NY

10009

620

E 20TH ST

NEW YORK

NY

10009

622

E 20TH ST

NEW YORK

NY

10009

624

E 20TH ST

NEW YORK

NY

10009

626

E 20TH ST

NEW YORK

NY

10009

628

E 20TH ST

NEW YORK

NY

10009

245

AVENUE C

NEW YORK

NY

10009

271

AVENUE C

NEW YORK

NY

10009

277

AVENUE C

NEW YORK

NY

10009

281

AVENUE C

NEW YORK

NY

10009

283

AVENUE C

NEW YORK

NY

10009

285

AVENUE C

NEW YORK

NY

10009

287

AVENUE C

NEW YORK

NY

10009

309

AVENUE C

NEW YORK

NY

10009

315

AVENUE C

NEW YORK

NY

10009

319

AVENUE C

NEW YORK

NY

10009

321

AVENUE C

NEW YORK

NY

10009

1

STUYVESANT OVAL

NEW YORK

NY

10009

2

STUYVESANT OVAL

NEW YORK

NY

10009

3

STUYVESANT OVAL

NEW YORK

NY

10009

4

STUYVESANT OVAL

NEW YORK

NY

10009

5

STUYVESANT OVAL

NEW YORK

NY

10009

6

STUYVESANT OVAL

NEW YORK

NY

10009

7

STUYVESANT OVAL

NEW YORK

NY

10009

8

STUYVESANT OVAL

NEW YORK

NY

10009

9

STUYVESANT OVAL

NEW YORK

NY

10009

10

STUYVESANT OVAL

NEW YORK

NY

10009

11

STUYVESANT OVAL

NEW YORK

NY

10009

12

STUYVESANT OVAL

NEW YORK

NY

10009

14

STUYVESANT OVAL

NEW YORK

NY

10009

15

STUYVESANT OVAL

NEW YORK

NY

10009

16

STUYVESANT OVAL

NEW YORK

NY

10009

17

STUYVESANT OVAL

NEW YORK

NY

10009

18

STUYVESANT OVAL

NEW YORK

NY

10009

19

STUYVESANT OVAL

NEW YORK

NY

10009

20

STUYVESANT OVAL

NEW YORK

NY

10009

21

STUYVESANT OVAL

NEW YORK

NY

10009
Customers may upgrade to 1 GIG and enjoy additional services; see ICOMS for full details
  
  • Note: Only customers who subscribe to services beyond the bulk agreement will receive a monthly statement

Bulk Add-ons

Phone

  

Unlimited Phone

$10.00

2nd Phone

$10.00

Cable

  

Q Tuner TiVo DVR Box

$15.00

1st mini

no charge

Additional Mini

$5.00

6 Tuner TiVo DVR Box

$25.00

1st mini

no charge

Additional Mini (max 2)

$5.00

HBO

retail promotion

Starz

retail promotion

Cinemax

retail promotion

Additional High Definition Boxes

retail

2nd Quad

retail

Digital Boxes

retail

Dual Tuner Premier

retail

Internet

  

1 GIG Mbps (includes modem)

$25.00

3.1 Router

$5.50
Customers who are coming close to the end of the campaign will receive a  bulk to retail  notice in the 11th month of the offer
  • Some PA bulk accounts are not listed under the customer's name; accounts may display as a business, hotel, etc.
     
  • When a PA bulk customer calls to add services outside of the bulk agreement:
     
    • Follow the  Residential Credit Policy and take a deposit as necessary
       
    • Let them know they will be billed directly for those services
       
    • Change the name on the account from the bulk name to the customer's name (First and Last Name Field in ICOMS)
       
      • Only add the customer's name when additional services are ordered

Article ID: 290
Created: February 2, 2024
Last Updated: February 14, 2024
Author: [shekhar.bhanot@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=290