Introduction

Important:

• Equipment charges on a Pending Reconnect work order are automatically adjusted once the account is reconnected
  
  
• Return a customer owned modem if the customer no longer subscribes to BYOM 

ICOMS: select Display Customer Occurrence Configuration from the Billing drop down menu

• Ensure the equipment in the customer's home matches the information before balancing the account to reverse the unreturned equipment charges

 

Resolution Steps

 

 

1. Customer Equipment Maintenance screen [BX] 
    
   • A red error message indicates rate codes are missing and the account is not balanced
      
   • Highlight the equipment in question and click Port Occ Asgn
      
2. On the Equipment Port Maintenance screen, highlight the equipment and click Swap Ctg / Occ
    
3. On the Swap Port Service Category / Occurrence screen, highlight the occurrence and click Swap To, then click Exit to clear the error
    
   • Equipment credits back to the account with nightly processing
      
4. If these steps did not resolve the issue, enter a BOLT Case as follows; allow 48 hours for resolution
   
    

   Record Type	Non Technical
   Reason	Bill / Invoice Questions or Issue
   Reason Detail	Dispute Equipment Charges
   Case Reason	>Equipment Removed / Remove Charges
   Destination Queue	Financial Services
   Notes	Equipment and Serial Number in Question