Disconnect Mobile Line(s) in Reach Central

These processes are either automated or follow a different process

• Non-Pay Suspension
• Non-Pay Disconnection
• Seasonal Disconnection
• Porting a mobile line to another carrier
• Transfer of Service to another Location / Account

Before processing any mobile disconnect, is the customer porting their line to another carrier?

Porting to Another Carrier 

• Do NOT disconnect the line, in any system!
• Note BOLT saying the customer intends to port their line to another carrier
• The line must be active when porting to another carrier
• Tell the customer their number will be disconnected with us when it is ported to the new carrier

Disconnect Mobile, Not Porting Out

• Continue to the next section

Chat Agents: customers who request to disconnect service must call 800-427-8686 for assistance

Never disconnect Mobile service in ICOMS!

• Process the Mobile disconnect in Reach
• Reach disconnects the Moble service immediately

Schedule a Downgrade in ICOMS to Remove Data

• Let the customer know, having mobile service without data for any amount of time, the price of mobile is pro-rated without data 
• This should not be an issue unless mobile service is ported out AFTER Data is removed

Having trouble getting into Reach Central? Click here!

1. Access the account in Reach Central by going through the customer's Mobile tab in BOLT 

1. Scroll to the bottom of the Primary Line profile page

1.  Under Quick Actions > User Management  > select Disconnect
   • A Disconnect pop-up window displays a list of the active lines on the account

1. Select the line or lines to be disconnected by tapping the radio button next to Disconnect Now and tap Next
   • You may select more than one line to disconnect multiple lines at one time if needed
      
2. Review the line(s) to be disconnected; once the correct line(s) are selected, click Continue
   • If the line selected is incorrect, click Back in the upper left to go back to the last screen and select the correct line(s)
      
3. On the Continue with the selection? screen:
    
   • Select the Primary Reason the line(s) is being disconnected
   • Select the Secondary Reason (more detailed reason) the line(s) is being disconnected
   • Select the Confirm button to submit the disconnection request
      
4. The Disconnection is submitted to Reach and ICOMS
   • Within a few seconds, the line is disconnected
   • An action is sent to ICOMS to complete and check-in the disconnect work order
   • Check ICOMS to be sure the Work Order is complete
   • No further action is required