Shop Now Online Ordering / eCommerce FAQs for Grande TX

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 the Optimum Feature Package with 16 Phone features
    
    
    • Keep your existing number and new telephone number options are available
      
      
  • Cable TV comes with Limited TV, Preferred TV  or Premier TV  
    
    
  • Internet comes with Speed tier and an Equipment Option of a WiFi Modem or Bring Your Own equipment
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• Internet additional features offer Internet Security software  
  
  
• Cable additional features include Equipment choices, Additional Cable TV tiers, Premium Channels, International programming,  and Service Protection Plans
  
  
• Telephone additional services offer Listing type (Listed, Non-Listed or Non-Published) 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
    
    

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