Shop Now Online Ordering / eCommerce FAQs

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
       
  • 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
    
    
• 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

• 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