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Introduction
Resolution Steps


Access Shop Now from the Website

    • Shop Now for new service from package picker web pages using Order Now buttons on the company website

    • Once Shop Now launches, a Check for Service page begins the order by checking the address serviceability

 

When Shop Now cannot Locate an Address

    • US Postal Service abbreviations are used for Service Addresses

    • Contact Us or Chat Now to place your order if you cannot locate your address
 

Service(s) available on Shop Now

    • Shop Now offers new customers ala carte internet, cable and phone services along with bundled packages  

      • Phone comes with Nationwide Calling, Voicemail, and Ultra Feature Package with 17 Phone features

        • Keep your existing number and new telephone number options are available

      • Cable TV comes with Limited TV and Signature TV 

      • Internet comes with Speed tier and an Equipment Option of a WiFi Modem or Bring Your Own equipment
        |
    • Internet additional features offer Internet Security software and Static IP's  

    • Cable additional features include Equipment choices, Additional Cable TV tiers, Premium Channels, International programming, Sports Packages, and Service Protection Plans

    • Telephone additional services offer Listing type (Listed, Non-Listed or Non-Published), International calling Plans, and Service Protection Plans 
 

Keep your Existing Telephone Number

    • Keep the existing phone number or elect to take a new company provided host phone number

      • Check My Number is offered when requesting to transfer the current phone number

        • The telephone number is checked against the local rate center database with a porting eligibility message provided 

      • Instructions state the number cannot be disconnected or pending disconnect with the current provider

     

 

Ordering multiple telephone numbers

    • One phone line can be ordered in Shop Now

      • No option for multiple phone lines is available
      • Contact Us or Chat Now to place a multiple phone line order with a representative
 

Ordering equipment

    • Cable TV orders require at least one set top box to proceed thru the order flow

      • Up to six Standard Definition (SD) converters can be ordered online

      • Tivo Whole Home in High Definition (HD) with up to six TiVos are offered

      • All High Definition (HD) equipment offered is TiVo only

        • TiVo Single, 2, 4, and 6 Tuner, depending on the amount of outlets and configuration chosen 

    • Internet orders are given a Wifi Modem option or Bring Your Own equipment

    • Company equipment in Digital Phone orders is provided automatically.  Customers must provide their own handset
 

Credit Check Information

    • Orders cannot proceed without a credit check

    • For credit check, provide either

      • Social Security Number
      • Birth date and driver's license information

    • No deposit required for an acceptable credit threshold

      • Phone orders do not require deposit, but require credit determination
      • Phone orders below acceptable credit threshold receive an international call block on the account

    • When deposit is required, Credit Card (Visa, MC, Amex, Discover) or Bank Check options are provided

      • Orders do not proceed without providing a deposit payment 
 

Create an Online Billing account

    • Create an Online Billing account as part of the order process

    • Fields for UserName, Password, Confirm Password and choice of 2 Security Answers are provided

      • Password is case sensitive

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

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

      • UserName and Security Answers are not case sensitive
 

Ebill, Billing Address Information and AutoPay

    • Paper or Ebill options are offered

      • Paper bills are mailed to the service address or an optional bill to address


    • AutoPay is offered as an option

      • Click Yes, I want to Enroll in AutoPay

      • Add CC or Bank Check information 

      • Accept Terms and Conditions

      • Click Enroll 

     

 

Schedule Installation

    • Select your preferred date and time for installation with a calendar tool

    • A notice appears when choosing the install date

      • Someone over the age of 18 must be present at all times during the installation

      • For buildings with restricted access to utilities, please choose a date and time that our technicians have full access to the home to successfully complete the installation
 

E-911 and Terms and Conditions

    • Read and agree to Terms and Conditions to proceed with the order

      • Acknowledge understanding the E911 Advisory when taking phone service

      • Explains promotional pricing offers and restrictions

      • Explains internet download speed may vary and are not guaranteed

      • Full Terms and Conditions
 

Final Order Review and Submit

    • At Checkout, an order review of bundled services, add ons, equipment and estimated taxes are provided

    • One time charges totals may include an installation fee and account setup fee

    • Coupon codes can be applied

    • A review of name, email contact address, online billing username, contact phone and service address

    • Deposit amount (when applicable) is shown

    • Phone customers are shown their new telephone number information

    • Monthly AutoPay, billing address and Ebill choice is shown

    • Installation date and time, along with work order number 

    • Submit the order after review 

      • Thank you page appears with the installation date/time, new account number and order number
      • Print Order Details option is provided
 

Emailed Order Confirmation

    • An order confirmation email sends shortly after order completion

      • Email Subject line reads : Order Confirmation for New Account 
 
Additional Information
Commercial Agent Steps
Financial Agent Steps
Management Steps
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