Astound Selfcare Web App - Portal Features and FAQ

Introduction

Effective September 14, 2023, the Selfcare Tool is no longer used.  To manage Selfcare, click on General Ledger / Selfcare tab in BOLT
 

Astound Selfcare uses https://my.astound.com/login for its main web URL

A geo-location cookie from astound.com directs the user to the appropriate brand selfcare portal: 

Selfcare is blocked for use outside the United States.  Browser attempts return page cannot be found

The MyAstound account and the Astound Mobile app use the same password

Resolution Steps

Authenticate two (2) Security Questions OR the CPNI PIN and one (1) security question before discussing or changing any applicable CPNI and PII-protected information; customers cannot opt-out of CPNI verification

Please Note: after disconnect customers can still access their MyAstound accountfor up to 5 years; after that accounts are purged


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 Selfcare Account Creation and Management

 

 With a Web Browser on Astound.com

    1. Click  My Astound on astound.com main navigation menu to open the selfcare portal 

    1. Click Create Account to continue to the setup wizard 

    1. Select Account type Residential or Business 

    1. Enter the first and last name exactly as shown on the BOLT Customer Info screen 

    1. Enter the 13 Digit Account Number - with or without dashes. Either format is accepted

    1. Click Signup

    1. Enter the 6 digit CPNI Pin found on the bill and BOLT Customer Info screen 

    1. Create the customer username
      • Verify the preferred email address that appears and 2 security questions
      • Create the password and confirm the password
          • A preferred email address is required for account creation
    2. Click Submit

  1. The form is completed 
    • The customer is returned to a login page for log in
 

 Using Company Mobile App - RCN, Grande, Wave

    • Download and install the Mobile app from the App Store or Google Play

    • Tap the Register button 

    • Tap Account type and select Residential or Business

    • Enter the first and last names exactly as they show on the BOLT Customer Info screen 


    • Tap Submit

    • Enter the 6 digit CPNI Pin found on the bill and BOLT Customer Info screen 

    • Create the customer username
      • Verify the preferred email address that appears and 2 security questions
      • Create the password and confirm the password
          • A preferred email address is required for account creation
    • Click Submit 

  • The form is complete and the user returns to a login screen for sign on
 

 Site 91/92 Offnet Customer Registration


    • Enter the first and last name exactly as shown on the BOLT Customer Info screen 

    • Enter the 13 digit account number 

    • Click Submit

    • The customer creates their password- the password is case sensitive

    • Create the customer username

      • Add a preferred email address and 2 security questions

      • Create the password and confirm the password

        • A preferred email address is required for account creation

    • Click Submit

    • The form is completed

    • The customer is returned to a login page for log in
 

 Account Creation for New Installs and New Transfers

Use when the PIN is not populated in ICOMS prior to account installation


  1. Access ICOMS [CQ] screen and populate answers to 2 backup questions

  2. Populate the PIN field with your six-digit numeric employee ID.  Add leading zeros if needed

  3. Click  My Account on astound.com main navigation menu , then click Create Account

  4. Add the customer name and 13 Digit Account Number

  5. On the PIN screen, enter the 6 digit employee ID number created on the CQ screen.  Click Submit.

  6. Create the customer user ID and password 

      • User ID is customer's preferred email address

      • Enter and verify a temporary password for the customer

      • Inform the customer they can change this password at any time within the Selfcare account

  7. Submit changes.  You are logged into the Selfcare account.  Click logout in the top right corner

  8. Important:  Return to the ICOMS [CQ] screen.  Remove the six-digit PIN. Leave it blank

    • ICOMS creates a randomly generated PIN during nightly processing when PIN field is blank
   
 

 General FAQ's  - Features and Benefits

 Overview of Features and Benefits

    • View a copy of the bill (past and present)

    • Make a payment

    • Setup and manage automatic payments

    • Update billing address 

    • Update preferred email address 

    • Update security questions and reset the security password 

    • Setup and manage paperless billing

    • SMS text reminders / confirmations  

    • Telephone customers can view recent phone calls and hear, save and delete messages in their voice mailbox.

    • Access webmail and reset webmail passwords in DC, IL, MA, NY, PA 

    • Order Premium Cable Channels and Sports Packages in DC, IL, MA, NY, PA, TX

    • View existing services and pricing in DC, IL, MA, NY, PA, TX

    • Authenticate subscription access for RCN2Go and TV Everywhere streaming apps in DC, IL, MA, NY, PA   

  • Track data usage in CA, OR, WA 
 

 Account Types to Use Selfcare

    • Selfcare is available for Residential and Business accounts

    • Active and Former customers can register for Selfcare

    • Customers Pending Install can

      • Enroll in Paperless Billing 

      • Pre-Pay for their services

    • Manage Autopay and/or Billing Address  
 

 Username, Password, Security Answer and Preferred Email Requirements

    • Usernames and security answers are not case sensitive

    • Use any email address to register for Selfcare

    • The email address can be up to 72 characters including @ and .com, .net, .org, etc.

  • Passwords are case sensitive

  • The Selfcare password is the account security password

      • 6 to 35 characters with at least one letter and one number. 

    • You may use special characters: !@#$%&^* to increase password strength
 

 Updating Password, Security Answers and Preferred Email Online

  •  Customer can change Password and Security Questions from within Selfcare

      • On the Account menu dropdown

      • Click Password & Security  

    • Follow the on-screen instructions

  • Change Preferred Email from within Selfcare

      • On the Account menu dropdown,

      • Click Email Address  

    • Enter your email and click Update Email

 

 Update Billing Address Online

  •  Customer can change Bill to address from within Selfcare

      • Go to the Account menu dropdown 

      • Click Billing Address

      • Click Update Billing Address  

    • Follow the on-screen instructions

  • Customer can change to Service Address from within Selfcare

      • Go to the Account menu dropdown

      • Click Billing Address

      • Select Update Billing Address 

    • Click Use Service Address  
 

 

 Registration Errors, Account Errors and Login Troubleshooting

 

 Customer Receives an Error Message "We were unable to retrieve your account details, either your account number was entered incorrectly or the name you provided does not match with your account information."

  • Check these items in the account:

  • Customer name - First and Last Name must match exactly as it is displayed on the account
      • Omit the Middle Initial and Title

      • On residential accounts, ICOMS only allows 10 characters for first name and 15 characters for last name

    • Check that there are no spaces typed before or after first or last name
        • TIP:  Sometimes the customer's name is entered misspelled at installation

      • The customer has a suffix or title with their name.  Omit info in this field

  • Account Number - must match the account number on the statement
    • New customers - the first four digits are the company code ( 2 digits) and 01.  
      • Example:  4201 for LHV, 1001 for Chicago

  • Create the account for the customer.  Can you duplicate the issue?

  • If you receive a message "Error looking up account information" create a technical case using Trouble call | Multi | Selfcare issue 
      • Ensure security information is populated in the account:  Preferred Email Address and two back up Security Answers

      • Ask the customer to choose a username. Include this in the case notes

      • A good daytime contact number

    • Let the customer know, in most cases, accounts are created the same day
        • They receive an email to preferred email address when the Selfcare account is created

        • Have Security Password and back up answers memorized or written down.  These are not included in the email 
 

 Site 91 Customer (1201) Cannot Register for Selfcare

  • When using 1201 in the first box and an error generates:

  • Substitute 5101 

  • Other company codes to try are 25, 41, 47, and 51
      • Example:  If the customer was using 1201-000000-01, use 5101-000000-01. 

      • The first 4 numbers are not used once the account is created

    • This will allow the customer to register and the account number will be displayed correctly

  • This issue is due to the site 91 > site 92 conversion
 

 Page Not Found - A Problem Occurred when Trying to Connect to the Database 

  • Page Not Found generates after failed security check with the company firewall 
    • Users are redirected to a shop.rcn.com page and cannot continue

  • A special character, like an accent, @ symbol, tilde, parenthesis or umlaut on the ICOMS CQ screen can cause this error
      • In BOLT,  the special character and emphasis letter does not appear. It is omitted from the word altogether

      • Only at the ICOMS CQ screen can you see the special character

    • Update the CPNI security question, removing the special character


  • Words or phrases containing programing commands (root, curl) should not be used  
    • If part of a customer name, create a technical case for IT to setup the account Trouble call | Multi | Selfcare issue

  • A credit card assigned to AutoPay with no expiration date can cause Selfcare to fail when attempting to gather that information 
    • Update credit card expiration date to resolve
      .
  • General problems with the Selfcare firewall can cause this error
      • If no special character is found, notify the Control Desk of a Page Not Found error when trying to create accounts

    • Control Desk can notify IT of the issue
 

 Forgot Username, Forgot Password or Don't Know Your PIN Flow Online

    • Advise customer to access the Selfcare Sign In page

    • Click Forgot Username or Password link

    • Enter the thirteen digit account number (with or without dashes) and either answer both security questions or provide the CPNI PIN found on the bill

    • When a user clicks Don't know you PIN #?,  a customer can send a CPNI PIN letter to themselves

        • When a preferred email address is on file, a partially masked email address appears 

            • Click Secure My Account to email a CPNI letter within 10 minutes 

          • The CPNI email sends a tokenized link that bypasses PIN requirements for Selfcare

        • Without a preferred email address, the CPNI letter is sent via US Mail to the Service Address, or Billing Address if one is on file; allow up to 5 days for delivery
    • When successful, the customer is logged in.  The Selfcare Username displays

      • Selfcare redirects customer to account information page to make a password change

    • After 2 failed password attempts

      • Selfcare requests the 13 digit account number (with or without dashes) and either both security answers or CPNI PIN found on the bill

      • When successful, the customer is logged in.  The Selfcare Username displays

    • When canceling the forgot username or password flow:

      • 5 incorrect password attempts lock the account; status shows as Locked in BOLT Selfcare Tab

    • To unlock the account, click Unlock / Submit in the BOLT General Ledger / Selfcare Tab
 

 Password Login Troubleshooting

    • Authenticate two (2) Security Questions OR the CPNI PIN and one (1) security question before discussing or changing any applicable CPNI and PII-protected information; customers cannot opt-out of CPNI verification

    • For forgotten passwords, advise customer to use the forgot password flow. You may send a CPNI Email/Letter

      • Password reset sends an email notification  to preferred email

    •  Customers can change their password in Selfcare

      • On the Account drop down, select Password & Security

      • Follow the on-screen instructions

    • For password login errors

      • A selfcare account becomes locked after 5 unsuccessful login attempts

      • Note: account unlocks after 30 minutes of inactivity

      • Click Unlock / Submit in the BOLT Selfcare tab

      • Advise customer to access the Selfcare page and select reset password and follow instructions

        • No Selfcare Account Created

        • Advise customer to create Selfcare account

        • Note: BOLT auto-notes the account when a change to a status is made
 

 Selfcare Does Not Show New Address/New Account Number

  • Authenticate 2 Security Questions OR the CPNI PIN and one (1) security question before discussing or changing any applicable CPNI and PII-protected information; customers cannot opt-out of CPNI verification

  • When a customer transfers service 

      1. They must re-register Selfcare for the new account

      1. The customer can continue to use the previous Selfcare account for record keeping

    1. If the customer prefers, they can re-use their Selfcare username
        • Note the username

        • Delete the existing account in BOLT Selfcare Tab 

        • Reregister the new account for Selfcare

        • Always check with the customer before reusing the username
 

 Customer Name Misspelled in their Selfcare Account

    • Authenticate 2 Security Questions OR the CPNI PIN and one (1) security question before discussing or changing any applicable CPNI and PII-protected information; customers cannot opt-out of CPNI verification

    • This occurs when the Selfcare account is created while the name is misspelled in ICOMS

    • Use the steps below to make spelling corrections and re-create the Selfcare account.  This process is seamless to the customer

      • Verify the correct spelling on the account. See the Name Change Procedure for simple spelling correction examples

      • Make corrections in the BOLT Customer Information Screen

      • Note: Ensure the spelling correction updated on the ICOMS CM screen before continuing

      • Copy the customer's username  

      • Delete existing selfcare account in BOLT Selfcare tab

    • Register the customer's account for Selfcare
 

 Billing and Payments - Statements, Payments, AutoPay 

 Statement Information

 
  • Click the Billing tab   

  • Bill statements are listed under Paperless Bill enrollment  

 Missing Statements

    • Selfcare uses the same server as BOLT uses  

    • When the bill is missing online, its not shown in BOLT 

 

 Number of Statements Shown in Selfcare

    • Selfcare shows the last 16 bills. 

    • For a single statement, it shows 16 bills. For 2 statements it shows 32

  • The maximum number of statements displayed is 50
 

 Paperless Bill Management

    • Authenticate 2 Security Questions OR the CPNI PIN and one (1) security question before discussing or changing any applicable CPNI and PII-protected information; customers cannot opt-out of CPNI verification

    • Customers can setup paper or paperless billing in Selfcare by sliding the selector to Enroll

      • Paperless bill customers receive a monthly email when their bill is ready

      • Paper bill is the account default setting 

      • In BOLT, select General Ledger | Statement Configuration

      • Maintain Customer Statement section displays Paperless billing setting

      • Click the pencil icon and edit Bill Handling for paperless billing 

 

 Monthly Bill Notice not Received - Troubleshooting


    • Verify preferred email address spelling

    • Ask the customer to check their spam folder. Whitelist as needed

  • As a last resort, you can submit a Service Now ticket to check if the monthly bill notice email was sent
 

 Payment Information

 

 Selfcare Payment Processing Timeframe

  • One-time payment post to the account immediately, and take one business day to fully process via the banking system  

  • One-time payments made on Saturday, Sunday or on a holiday are fully processed on the next business day 
 

 Payments When Disconnected or in Pending Disconnect Status

  • Payments can be made as long as a balance is owed 
    • Includes monies in write off for less than 24 months
 

 Maximum Allowed Payment Transactions

    • A maximum of 6 payments allowed online during the billing period 

  • An message displays when exceeding 6 online payments per billing period
 

 Partial Payments and Pay in Advance

    • Partial Payments are accepted

    • Advance payments are accepted

  • Selfcare accepts payment amounts over $1.00, up to $300 or two times the current balance, whichever is the higher amount
    • In the Payment Amount field, edit the pre-populated amount due with the new amount
 

 $1 Selfcare Convenience Fee

    • A $1.00 convenience fee for payments is collected when payment is submitted


  • Convenience fee message - shown while making payment: 
    • A $1.00 transaction fee, plus any tax, is charged for one-time online payments
      To avoid this fee and the hassle in the future, sign up for autopay today!

  • To avoid convenience fees
      • Pay via the RCN / Grande / Wave Mobile app 

    • Enroll in AutoPay.  
 

 Manage Payments Dashboard and Payment Method Storage

  • The Manage Payments dashboard stores active MOPs entered in Selfcare or with an agent

  • From the payment dashboard, you can:

      • Make a one-time Payment 

      • Add a new MOP for making payments today and for future payments

      • Manage credit card expirations

      • Delete a method of payment from Selfcare; the MOP remains available in ICOMS

    • Enroll or remove AutoPay  
 

 Make a Payment - Payment Processing Flow and Payment Emails

    • Click the Manage Payments (or PrePay) button

    • Add a Method of Payment  wizard captures the payment info when no payment method is stored

      • Select the payment method CC or Direct Debit

      • Select the card type - Visa/MC/Amex/Discover

      • Select terms and conditions for card storage

  • Click Pay   

  • Amount Due is pre-populated with the total amount due and can be edited to a different amount

  • Check box accept terms and conditions
    • The $1 convenience fee message is shown
    • Message reads: A $1.00 transaction fee, plus any tax, is charged for one-time online payments
      To avoid this fee and the hassle in the future, sign up for autopay today!

  • Click Next

  • Confirm Your Payment screen displays prior to submitting a payment includes the NACHA statement which explains, “At any time prior to the processing of this transaction, you may cancel this authorization by calling RCN at 1-800-476-4726.”

  • Submit Payment

  •  An email notification is sent to preferred email when a payment is made and an email confirmation with authorization codes is sent when the payment posts to the account


  • Payment transaction ID's can be found in BOLT Payment History

  • CC payments have auth numbers from Paymentech

  • 123456 shows for ACH Direct Debit payments

    • 123456 is an 'in house' id, not the bank's process ID    

    • Helps our IT team find payments made on Selfcare

 

 When Submitting Payment, a Message Appears "An error has occurred, please check your account information"

  • Most often, the MOP number does not match the MOP type selected

  • The app defaults the choice to VISA

    • If the customer does not select MasterCard, Discover or American Express, or checking account, then they get this message 

  • For a checking account, ensure routing and account numbers are complete
 

 Payment Blocks in Selfcare - Customer Requests Removal of Payment Block

  • The billing system can block payments from using a specific method of payment

  • Selfcare System message reads - Authorization has failed. Please check your information and try again
    • The Customer Flash screen displays Payment Blocking

  • Common reasons Payment Block added 
      • Returned payment 

    • Method of payment is being flagged as fraudulent

  • Check BOLT for Financial Services notes
      • The customer may make payment via another method of payment if only one payment method is blocked 

    • Make a payment at the local office with cash or postal money order 

  • Customer requests removal of payment block  - Create a case
      • Financial services reviews accounts

    • One successful payment must be processed
        • Record Type: Non Technical

        • Reason: Financial, Payments & Refunds

        • Reason Detail: Payment Issue / Inquiry 

        • Case Reason: Payment Issue / Inquiry

      • Destination Queue: Payment Processing 

  • Payment Processing determines if the payment block is removed
      • If removed,  payments are available within 48 hours  

    • Cases routed after Friday 4pm will not be processed until the following Monday
 

 Paid Bill in Selfcare via Direct Debit and We Show No Record of the Payment

  • On occasion, a financial institution will not accept payment from a particular checking account and the payment is never processed on the bank's side

  • BOLT Payment History shows no payment attempt 
    • The customer may have made many payment attempts which seemed successful in Selfcare

  • Route a Case to Payment Processing to request research of the payment attempts made
      • Record Type: Non Technical

      • Reason: Financial, Payments & Refunds

      • Reason Detail: Payment Issue / Inquiry 

      • Case Reason: Payment Issue / Inquiry

      • Destination Queue: Payment Processing 

      • Include the last 4 of the MOP used for the payment, date and approximate time of the payment attempts 

    • Payment Processing follow up as needed with the customer
 

 Pending Payment Information

    • Four pending payments display with the date each payment was submitted

  • AutoPay shown with the amount only - AutoPay draws on the due date
      • A note under pending payments list that cash, check and money order payments are listed when posted, not pending
  • Four posted payments display (previously labeled Received Payments) with the post date for each
 

 Balance Due in Selfcare does not match the Customer Ledger

  • Look for unbilled money.  Unbilled money uses these rules 

    • When there is one statement only  -  Selfcare displays the unbilled amount in the Total Due

    • When there are more than one statement  -  Selfcare does not display the unbilled amount in the Total Due
        • Customers see the 1-30 day bill as Current with a due by date 

      • Any money 31+ displays as Past Due 

  • Regarding the first bill balance, it is not included in the total amount due in Selfcare when the customer is not viewing the very first statement for the account 
    • A new customer can find this happens when reconnecting without incrementing the occupant code and old detail remains on the ledger
 

 AutoPay Information

 AutoPay - Enroll, Change Expiration and Disable

  • To Add AutoPay

    • Click the Manage Payments button

    • Add a Method of Payment  wizard captures the payment info when no payment method is stored

      • Select the payment method CC or Direct Debit
      • Select the card type - Visa/MC/Amex/Discover or add ACH banking info

      • Select terms and conditions for card storage 

    • Click Manage button

    • Click Enroll in the AutoPay section  

      • A message appears "First time enrollment? Please be aware that a payment will be processed today, for the Total Amount Due, if any."

      • The automatic payment is withdrawn immediately when a balance is due. Funds must be available at AutoPay setup


    • Click Enroll
      • A success message appears at enrollment "You have successfully enrolled this method of payment in AutoPay" 

    • A confirmation email notification is sent to preferred email


  • To update credit card expiration
      • Click Manage

    • My Billing and Payment Information click Update in the AutoPay section

    • Select the new expiration date 

    • Click Submit 


  • To change AutoPay MOP, disable the current MOP and add the new MOP to AutoPay


  • To disable Autopay
      • Click Manage in My Billing and Payment Information

      • Click Update in the AutoPay section

      • Select Disable AutoPay
        • A message appears - “You have successfully disabled AutoPay. The pending payment scheduled to be processed on the due date has been cancelled.”

      • Customers receive an email confirmation
 

 Metered Data Usage Information - CA, OR, WA only

   

 Webmail Information - DC, IL, MA, NY and PA only

 One-Click RCN Webmail Access Feature Description and Use

    • MyRCN Selfcare provides a One-Click access to their RCN email inbox

  • It does not provide a method to create new RCN email addresses 
    • Setup an email address with a customer care representative first

  • To setup and use One-Click access
      • Enter the email address (testuser@rcn.com) and the password in Selfcare 

    • Once the information is stored in Selfcare,  in “one click” view their RCN email inbox  
 

 Customer has One-Click Webmail Access and Cannot Login.  They go Directly to the Webmail Site and Login No Problem

    • The stored password in Selfcare is incorrect 

    • Delete the customers one click login access 

  • Set it back up using the known good password 
 

 RCN Webmail Password Change Instructions

    • Click Webmail Links in the Accounts drop down menu

    • In the Change Email Passwords area, select the email address from the drop down list
        • When there is more than one email address, a drop down list appears
    • Enter the new password twice

    • Click Change Password

    • Customers may change their password as often as they like.  There is no limits or restrictions  

    • Password changes take effect immediately

 

 Streaming Device Management - Astound TV+ App


 Shop Now Ordering - DC, IL, MA, NY, PA and TX only

 

 Available Services to Order

  • Serivce Protection  Plans (SPPs)

  • Texas Internet customers with proper equipment and no upgrades already can upgrade online

    • Subscribers with 50Mbps can self-serve upgrade to 300Mpbs
    • Subscribers with 300Mbps can self-serve upgrade to 600Mbps
    • BYOM subscribers receive eligble upgrade offers

  • Internet customers with Eero Service offer Eero Plus in Internet Add-ons

  • Internet customers with no Cable offer Streaming Services
      • Sling TV

      • Fubo TV

      • Netflix

      • Hulu

    • Note: Order buttons link direct to partner websites to process orders


  • RCN Cable Subscriber offers

    • Premier TV - Sports tier

    • Cable TV Premium Channels 
        • HBO

        • Cinemax

        • Showtime/The Movie Channel 

      • Starz

    • International channels/packages 

        • MiVisión Lite (Spanish)

        • TV Globo (Portuguese)

        • TV5 Monde (French)

        • TFC (Filipino)
    • Sports Packages - available in season only

        • MLB Extra Innings

        • NFL RedZone

        • NFL RedZone with Premier TV - Sports tier

        • NHL Center Ice 

        • NBA League Pass

        • Auto renewal for Sports packages is offered online

  • Grande, TX Cable Subscriber offers
    • Premium Channels; available immediately after adding

      • HBO, Cinemax, Showtime/The Movie Channel and Starz

    • Cable Packages; available immediately after adding

      • Preferred TV Tier, TuTele Tier, Premier TV - Entertainment, HD Tier and Premier TV - Movies
 

 Eligibility to Order Services with Shop Now

  • Retail, non-bulk Residential Cable TV subscribers can order
    • Accounts service codes that are compatible with:
        • RPHBO, NHBO, 

        • RPCNMAX, NCINMAX, 

        • RPSTARZ, NSTARZ, 

      • NSHOWTM, RPSHWTM or RSHOWTM 

  • Once customers subscribe to a channel, the channel offer is no longer shown
    • Customer's are only shown channels they can add  

  • Order confirmation is sent to preferred email 


  • Accounts not eligible to order
      • Small Business Customers - do not see a Shop Now or My Services section at all

      • Bulk customers - do not see a Shop Now or My Services section at all

      • Residential Customers Pending Installation  - See a message no offers are available at this time

      • Seasonal customers  - See a message no offers are available at this time

    • Subscribers to all available Shop Now channels - See a message no offers are available at this time

    • When customers do not qualify for an offer, the pop up order modal provide the customer with a message appropriate to their circumstance
 

 New Channels Ordered Available Immediately

  • New channels ordered are available immediately
      • Broadband streaming websites authenticate with active service
  • Balance hits to all available video equipment are sent to authorize the new channels 
 

 Cancelling an Online Order - Abandoned Shopping Carts

    • Cancel a Shop Now order any time before clicking Order Now
        • Once the customer clicks on Order Now, from the Customize TV Services – Verify Order page

        • The order is submitted to ICOMS immediately hits sent to all boxes
    • They will need to call customer service to downgrade services

    • When subscribers abandon their shopping cart 

    • They can log in at a later time and continue where they left off

  • Work orders are in Exit and Retain status, entered by SHOPUSER
 

 Using My Services 

  • My Services in right navigation menu
      • Shows customers their account services and pricing

    • A disclaimer message displays to check their bill statement since pricing may change
      • Pricing differences may occur when a campaign drops off mid-bill cycle

  • Small Business Customers, Customers pending installation, seasonal, and bulk customers do not see My Services
 

 Voice Mail and Recent Calls - DC, IL, MA, NY, PA and Grande, TX

 

 Using Selfcare MyRCN Voice Mail 

 

 Recent Calls MyRCN and MyGrande Selfcare Call Detail

  • Verify Ultra Feature Package in services. This is needed for call logs to display


  • Users with Voice Mail 

      • Enter the voice mail PIN to show call logs, phone contacts and listen to voice mail

    • Click Supply PIN for voice mail in right navigation to configure PIN

  • Users without voice mail 
     
    • Call detail displays without the need to setup a PIN  
       
  • Calls since the last statement was generated are visible on Selfcare. Selfcare will only display Unbilled calls.

    • When statements generate, any billed usage appears on the statement

  • Calls are typically updated once a day. This is not a real time update
     
      • Usage on our switches (local, regional, long distance) is pulled once a day 

    • Calls are loaded by 9AM, however can take up to 72 hours  

  • Calls through third parties like directory assistance, operator services, etc. may take longer to load 

  • When unbilled call detail displays in ICOMS and does not appear in Selfcare after 72 hours, reach out to a lead or supervisor for assistance with escalation
   

 SMS Messages - Residential Customers Only

 Opt-In for Text Message Appointment Reminders

 
    • To begin the opt-in process, direct customer to login to their Selfcare account and follow these steps:
       
      • Select SMS Notifcations in the Billing drop down or click the SMS Notifications tab
         
      • Enter the mobile phone number twice for accuracy
         
        • The mobile phone number must be a valid mobile number; cannot be a landline, 800 or international number
           
        • If information does not validate, the opt-in request fails
           
      • Select to enroll in SMS Text Notifications
         
        • A text message with our brand is sent to the mobile phone number (this usually takes a minute or so)
           
    • To complete the process, customer must double opt-in by replying yes /Y to the text message
       
    • After opting in, customer receives a confirmation message
       
    • If waiting for status to change from pending to enrolled in Selfcare, customer may have to refresh browser

  • If the customer does not respond to our opt-in text message in 24 hours, the customer must begin the process again

 

 Opt-in Information

 
  • When a customer completes the process to receive text messages:
     
    • They receive a text message the day before a new installation or trouble call appointment
       
    • The Selfcare account reflects the customer is opted-in to this service 
       
    • The Notif Pref screen in the ICOMS CM confirms the status as I
       
      • (I = opted-in, O = opted-out, P = pending opt-in / must respond Y to text message)
         
    • When status is I , the phone number in the Other Phone field  is the mobile number that receives text messages
       
      • Note: If customer is not opted-in, the number in Other Phone field could be any phone number previously entered in this field
         
      • Do not add or change a phone number in the Other Phone field; it will affect customer's text notifications

 

 Appointment Reminders

 
  • A text message appointment reminder is sent the day before a scheduled trouble call or installation
     
  • The message displays our brand and says:

      You have an install / appointment scheduled tomorrow.  Call (brand phone number) to change. 
      Msg frequency varies, Msg & data rates may apply.
     
  • A reminder is not sent if the install or trouble call is scheduled for the same day
     
  • Customers who set up a Selfcare account today and schedule an appointment for tomorrow will receive a text message reminder today
     
  • Note: telephone reminders are separate from this service; customers continue to receive appointment reminders by phone 
     
  • Not available in the mobile app at this time

 

 Payment Confirmations

 
  • A payment confirmation text message is sent to all customers enrolled in text messaging when all payment types are received
     
    • One-time payments: payments made via credit / debit card or direct debit
       
    • Autopay payments: payments made via credit / debit card or direct debit 
       
    • Cash, check and money order payments made at local office / payment center / vendor 
       
    • Lockbox payments 
       
  • The message displays the customer's brand and says: 
     
    • Thank you for your recent payment, Msg frequency varies, Msg & data rates may apply. Reply HELP for help, STOP to cancel.
       
  • A payment confirmation text message is sent 1-3 days from the time of successful processing 
     
  • Processing times may vary due to the payment type, hours of operation, and/or holiday schedules 
     
  • All messages provide customers the opportunity to "Reply HELP for help (customer is advised to call customer service) or STOP to cancel (pressing STOP ends all text messaging from us)

 

 Opt-in Troubleshooting Tips

 
  • These basic troubleshooting tips may explain why a customer is unable to opt-in to SMS service
     
    • Confirm with the customer that their mobile account and ICOMS account profile matches or is close
       
      • A different name or address on the account may result in failure 
         
    • Confirm the customer's device is capable of receiving SMS messages and / or if they are using an internet based phone
       
      • We do not support certain internet based phones, even though a customer may receive SMS messages from other companies
         
    • Confirm the customer's mobile carrier; smaller carriers may not be supported 
       
  • Verification that the customer opting-in to SMS service is the same person / name on the mobile account is imperative

 

 Troubleshooting After Opting-In

 
  • For customers who report they did not receive a text message after opting-in:
     
    • Ask the customer when they signed up for text notifications in their Selfcare account
       
      • Note: if a customer signs up today and the appointment / payment is for today, they will not receive a text
         
    • Confirm the customer answered yes or Y to the opt-in text within 24 hours of signing up
       
    • Verify the ICOMS / CM Screen / Notifications Pref screen displays I for Opted-in
       
    • Check the Other Phn field and verify the mobile number that was set up to receive texts
       
    • Verify the date of the appointment; a text reminder is sent to customers the day before
       
    • Verify the date of the payment and payment type to determine when text should arrive
       
  • After verifying the customer completed the full opt-in process and they did not receive the text for their installation or trouble call:
     
    • Enter a Trouble Call in BOLT

         Trouble call or tech case: Trouble Call

         Service Category: Multi

         Problem Description: Selfcare Issue 

         Dest. queue: Customer Care Leads

         Enter Contact Phone and Contact Name 

  • Add comments that begin with Text not received ; also note the opt-in date, appointment date, mobile number and any other pertinent information 

 

 Opt-out of Text Message Appointment Reminders

 
  • Customers may opt-out from text notifications at any time
     
  • They can do this by replying to our text message from their mobile device with a keyword such as Stop
     
  • They can also opt-out in their Selfcare account by choosing to Opt-out
     
  • When opting out, customers receive this text message:

      You are unsubscribed from Account Update Notifications. You will not receive anymore messages from this number. 
     
  • To opt back in, the opt-in process must be started as new
     
  • To change the mobile phone number, customer must opt-out and re-enroll with the new number and complete double opt-in process
     
  • Opting out does not affect / change an appointment

Article ID: 65
Created: February 1, 2024
Last Updated: February 1, 2024
Author: [shekhar.bhanot@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=65