Introduction

 

ICOMS automatically places charges on the account for all unreturned equipment during nightly processing on the day of disconnect

• Equipment charges are removed from the account automatically during nightly processing on the day the customer returns their equipment

Examples:

• Phone Equipment Charge     EMTA
• Modem Charge:                     Cable Modem
• Digital Converter Charge:    Any Cable Box 

Related Article: Unreturned Equipment Disputes
 

Resolution Steps

Check the Returned Equipment on the Equipment Tab in BOLT

• Desc (description)
• Equip Type (equipment type)
• Serial number
• Date Installed
• Return Date
• Tech Number

If BOLT is down, please use ICOMS

• On the Customer Equipment Maintenance [BX] screen, look for the Serial Number section to confirm 

• The equipment has not been returned/received - the serial number is still listed
   
  
  
• The equipment was returned/received - the serial number is blank
  
  
• An RSU or Dial-up internet service may remain; these equipment types are not billable
  
  
  
• Determine the date the equipment was returned
  
  
• On the Left, click RTND EQP
  
  
• The Display Customer Returns screen shows the following:
  
  
  • Item# (item number)
  • Serial Number
  • Install Date 
  • Returned Date
  • Installer Number