Account Ownership Change-3558

When processing an Account Ownership Change with Phone service, and when changing any CPNI / PII-protected information, you must authenticate two (2) CPNI security questions OR the CPNI PIN and one (1) security question before discussing or changing CPNI and PII-protected information; customers cannot opt-out of CPNI verification

Introduction

    • When to Process an Ownership Change

      • Current account holder is moving and another person who lives there requests service in their name

      • Existing customer divorces spouse and the spouse takes ownership of the account

      • Customer wants to combine accounts at the same address for billing purposes


Please Note the Following

      • If there is phone service on the account:

        • The current account holder and the person taking ownership must speak to the agent processing the ownership change

        • The work order can only be done Monday-Friday (not on a weekend) or the customer will lose service for the weekend

      • If there is cable and internet service on the account:

        • The person taking ownership must speak to the agent processing the ownership change

        • eero customers are transferred by pressing the transfer eero button and putting in the new owners information appropriately

      • The disconnect of existing customer and install of new customer must be completed on the same day

      • The disconnecting customer is responsible for the bill, up to disconnection

      • Billing must be current, no money 31-60 day bucket; take a payment to bring the bill current

        • An ownership change must never be used to maintain service when the current customer is past due or pending suspension

      • A credit check or debt check is required and deposit, when applicable, must be paid before the change can take place

      • Accounts with home security are held to a contract and do not qualify for an ownership change

      • When an existing customer requests to change the name due to legal reasons, follow the Name Change Process

Resolution Steps

  1. Choose Requested Disconnect [DC] with Work Order Type Disconnect
     
      • Choose Select All categories


       
  2. From the One Time Charge [OT] screen
     
      • Select the Disc Reason and add One Time Charges for each service

           
      • Enter stop bill date as the next calendar day


       
  3. From the Work Order Selection and Scheduling [SW] screen
     
      • Schedule the disconnect date for the next available date after today's date

    • Do NOT Office Only the disconnect until the new account is set up and equipment is moved
    1. Customer Equipment Maintenance [BX] screen of the old / first account
    2. Click NL Transfer on the left navigation pane
    3. Choose Transfer All Equipment
    4. Reason Field: Z
    5. Tech Number: Enter your sales ID
    6. Account Number: enter account number of the new customer
    7. Exit out of the old account
    8. Customer Equipment Maintenance [BX] screen in the new account

 

 

  • Balance the account
    • If category /occurrence errors occur
        • Ensure all equipment and their subsequent ports are pointing to the correct occurrences

      • Rebalance the account
  1. In old / first account, go to Order Entry and Change Existing
  2. From the One Time Charge [OT] screen, update the Stop Bill Date to today's date
  3. Then Office Only the disconnect
  4. Ensure account is now in Former status
  1. Choose Reschedule
  2. Change from No Schedule to Office Only
  3. Complete the work order
  4. Ensure new account is in Active status
  5. For astound.net, entouch, and Wave Site 48 customers create new accounts on the BOLT email tab For all other customers go to Data User Screen [DU] and create a data user

Article ID: 325
Created: February 2, 2024
Last Updated: February 15, 2024
Author: [shekhar.bhanot@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=325