Introduction

Accounts are flagged in BOLT and ICOMS when the customer's address is part of an outage

Merlin red error messages 

do not mean the customer may be part of a declared outage

When an account is flagged as having an outage or if the outage page shows an outage at the customer's address, do not enter a TC, unless the service problem is not related to the outage

Outages Overview explains more information about outages 

Resolution Steps

In BOLT and ICOMS

• The BOLT Summary Screen displays the words Outage Logged in ICOMS
  
  
  • Any trouble call problem codes related to the outage will be unavailable and cannot be selected
• The ICOMS Customer Flash [CF] screen also displays outage details

Check the Outage Page

• The outage page displays outages by market, services affected, node/cabinet ID scheduled and unscheduled maintenance, as well as other internal issues

• Click Check Maintenance Schedule for outages not flagged in ICOMS

• On the BOLT Summary screen, take note of the cabinet ID and node
  
  
  • In ICOMS the House Maintenance [HM] screen will display the cabinet ID and node, page down on the House Maintenance [HM] screen for the details

Internal Information

Customer Requests Outage Letter:

• Some customers, especially those working from home, may ask for an outage letter when experiencing a service interruption 
   
• To send an outage letter to your customer for Internal agents, send an email to global.leads@astound.com
   
  • Outsourcers send email to: vendor.relations@astound.com
     
• In the body of the email, be sure to include the customer's name, email address, account number and date(s) of outage
   
• A member of the Support Team works the request and emails the letter to the customer in 24-48 hours
   
  • The letter displays the appropriate brand and says the following:

    Dear (Customer Name),

    We have recorded a service interruption at your address of __________________________________,  which started approximately 00:00 am/ pm and was resolved at 00:00 am/pm..  We apologize for any inconvenience.. 

    If you have any questions or concerns, please feel free to contact us at 1-800-4-ASTOUND (1-800-427-8686).
    We are available 24 hours a day 7 days a week to assist you.

    Thank you,

    Astound Broadband Support Team powered by (RCN / Grande / Wave / enTouch)