New Install - Data with One or More Mobile Line(s)

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

Free Unlimited Mobile offer within 30-day grace period with New Data Install

• Enter an RT Form to have promotion added to the account
• Category: Campaign / Service Code Issue
   

Mobile Services Start Billing when Device is Activated

• Depending on when other services were activated, there may be prorates
   
• Data was installed on March 1st and Mobile device activated on March 20th
   
• The bill shows prorated Mobile charges from March 20th through March 31st
   
• Subsequent months are billed from the first to the last of the month

• Customers must subscribe to Astound Internet service 
   
• Mobile devices must be unlocked before activation
   
• The customer must have a MyAstound account to lock / unlock the account. It is defaulted to unlocked.

• Make sure the Preferred Email Address field in ICOMS is populated and accurate prior to starting the order
   
• Review the ICOMS Home Phone field to ensure the displayed number is accurate

• Check Reach Central for the address, Device Compatibility (SIM or eSIM), Number Portability, and Network Coverage
   
• Remember, Astound cannot Port lines from Alaska (area code 907) or Countries other than the United States

• Voice Mail completely resets when moving a mobile phone number between carriers

• Email  CSD_port_outs@astound.com - internal use only; never give this email address to customers 
   
  • Subject Line: Port Out to Reach
  • Email Body: account number and telephone number
  • Port Out done next business day when error-free requests are received by 3:00pm ET
     
• After emailing CSD, add Mobile Service in ICOMS

If you are unsure when a Credit Check and Deposit are required

• CA, OR, WA:  Credit Policy and Prior Debt Check 

• All Other Markets: Residential Credit Policy 

If you need to take a Deposit as a Work from Home employee

• All Markets: follow the special instructions from our Standard Install process

1. Create an Install Work Order (IS) and use a self install option (SIK) when available, eligible and agreed upon by the customer
    
2. in Customer Maintenance screen:
    
   • Enter the First Name, Last Name, Home Phone Number, Customer Type (T - Tenant or O - Owner) and Customer Category (R - Residential)
      
   • Add the customer’s email address to the preferred email address field on the Customer Maintenance (CM) screen.
      
     • You must do this before scheduling the work order (steps below) to ensure the order is created in Reach Central
        
3. *****Process the Credit Check if necessary***** 
    
4. On the Order Entry Services [ES] screen:
    
   • Click in the Package field and F4 to reach the Select a Package screen 
      
   • Select the appropriate Package ID, click Exit twice, then press Enter
      
   • On the Select Service screen, use the guided flow to add codes based on your customer’s needs and press Enter
      
   • In order to quote the customer the total price of all of the services, add the total quantity of the mobile lines the customer would like to order
      
   • Mobile Service code and the Mobile Plan(s)
      
     • NMBLSVC  
        
     • NMBWDTA 
        
   • SIM card(s)
      
     • NMBESIM (eSIM) or NMBLSIM (Physical SIM)
        
   • Pick one of these plans for each line. Please note: all lines need the same exact plan
     . 
     • NUNLTT1 (Unlimited Talk & Text - 1.5 GB Data)
        
     • NUNLTT3 (Unlimited Talk & Text - 3 GB Data)
        
     • NUNLT20 (Unlimited Plan - 20 GB High Speed w/SD video streaming)
        
     • NUNLTPL (Unlimited Plan - 20 GB High Speed w/HD video streaming)
        
   • Add all 3 codes to turn Roaming and International off to each line
     • NMBDROF (Domestic Roaming Off)
        
     • NMBIROF (International Roaming Off)
        
     • NMBICOF (International Calling Off)
        
5. After quoting the Monthly Recurring Charges (MRC) to the customer, change the quantity of the mobile service back to quantity 1 even if more than 1 mobile line is ordered
    
   • Additional mobile lines will be ordered from Reach Central after submitting the order for the first mobile line in ICOMS
      
6. Press Exit
    
7. On the One Time Charges [OT] screen
    
   • Add the correct OTC for the Data install
      
   • Installation Charges can be spread a maximum of 2 months; Activation charges cannot be spread
      
     • eSIM - No One Time Charge Code
     
     
     • Physical SIM – NMBLSIM $3
        
       • Type a 1 in the column next to RSHIPST and press Enter
          
   • Important Note: When the customer orders more than one physical SIM do not charge the $3 shipping charge in the ICOMS work order. The charge will happen in Reach Central
      
8. In the Schedule Work (SW) screen
    
   • Split the Mobile work order from the other services by highlighting the mobile service and clicking the Split button
      
9. Select the Category M work order and click No Sch
    
10. Select the remaining work order and press Sch to schedule (Category D or *) , or if SIK, then schedule accordingly
     
11. On the Work Order Summary [OS] screen, complete the order as you normally would, pressing Exit on the screens when needed
     
    • Note: For orders with more than one mobile line, the total amounts shown does not include additional lines
       
12. Complete the CPNI Questionnaire on [CQ] screen

1. Setup Selfcare 

1. Access the account in Reach Central by going through the customer's Mobile tab in BOLT 
    
2. Once on the main page of the account, click Add Lines, in the Manage lines section
    
   • *Note: The account may take a minute to be created in Reach Central; please be patient
3. Type a name for the additional line. When unsure, type Second line or Third Line. This can be changed during activation
    
4. Click the Plus (+) icon
    
   • Do you need additional lines?
      
     • Yes – Type in another name and click the plus sign for each line you need
        
     • No – Click Proceed
        
5. Number Preference: Always choose Get a new number. During the activation process, the customer will change this to a ported number
    
6. To check Device Compatibility you may enter the customer’s device IMEI to determine if the customer needs a SIM or eSIM
    
7. Type in the IMEI. If they don’t have or don't know the IMEI:
    
   • Order an eSIM: Enter this default IMEI to order an eSIM: 356133317777777
      
     • If the customer insists on a physical SIM:
       • Advise the customer that there is a one time fee of $3 for a physical SIM card (eSIMs does not have a charge)
       
       
       • Select Skip for now to send the physical SIM
   
   
   • Click Next

1. For additional lines, you’ll be redirected to the steps above

1. Shipping Physical SIM(s) - Always ship to Service Address to send the physical SIM(s), click the Proceed button
    
2. Review order by clicking Confirm
    
   • Note: Pricing does not include any promotional rates offered in ICOMS
      
   • Confirm order a second time and click Proceed
      
3. An Order placed successfully screen appears
   • Click Next