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Shop Now Online Ordering / eCommerce FAQs
7 months ago
| Article no. 2029
Introduction
Resolution Steps
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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
- Existing customers can add some services from your Selfcare account
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, Voice Mail, and Ultra Feature Package with 17 Phone features
- Keep your existing number and new telephone number options are available
- Keep your existing number and new telephone number options are available
- Cable TV offers Basic TV and Preferred TV
- Internet comes an Equipment Option of a WiFi Modem or Bring Your Own equipment
- Speed tiers have data allotments up to Unlimited data in Western market areas
- Phone comes with Nationwide Calling, Voice Mail, and Ultra Feature Package with 17 Phone features
- Internet additional features offer Internet Security software and Unlimited Data allotments (Western areas)
- 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
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Keep the existing phone number or elect to take a new company provided host phone number
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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
- 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
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Check My Number is offered when requesting to transfer the current phone number
Ordering multiple telephone numbers
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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
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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
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Tivo Whole Home in High Definition (HD) with up to six TiVos are offered
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All High Definition (HD) equipment offered is TiVo only
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TiVo Single, 2, 4, and 6 Tuner, depending on the amount of outlets and configuration chosen
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TiVo Single, 2, 4, and 6 Tuner, depending on the amount of outlets and configuration chosen
- Up to six Standard Definition (SD) converters can be ordered online
- 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
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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
- Password is case sensitive
Ebill, Billing Address Information and AutoPay
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Paper or Ebill options are offered
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Paper bills are mailed to the service address or an optional bill to address
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Paper bills are mailed to the service address or an optional bill to address
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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
- Click Yes, I want to Enroll in AutoPay
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
- Someone over the age of 18 must be present at all times during 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
- Acknowledge understanding the E911 Advisory when taking phone service
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
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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
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Installation date and time, along with work order number
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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
- Shop Now for new service from package picker web pages using Order Now buttons on the company website
Internal Information
Commercial Agent Steps
Financial Agent Steps
Management Steps