- Estab & Maintain FAQs
- Q : Is there a help number for CLECs to call with questions regarding trouble-shooting Voice Mail?
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A :If CLECs have questions regarding trouble shooting Voice Mail, contact Trouble Administration
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- Q : What is the D.C. Pricing Option?
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A : Verizon's current rate appendix for the District of Columbia (DC) reflects the rates we are currently billing (pre-December 6, 2002, rates). There is also an appendix of revised rates Verizon is making available to the CLECs during the period covered by the stay of the Public Service Commission of the District of Columbia ("PSC") Order No. 12610 in Formal Case No. 962, which ordered new rates for UNE products and services in Washington, D.C. Verizon described these revised rates and addressed the process by which CLECs could take advantage of these revised rates in both its December 18, 2002, Industry Letter and its subsequent Industry letter issued January 30, 2003. Copies of these Industry letters and Attachments can be viewed at the following URL: www.Verizon.com/wholesale.
During the period covered by the stay of Order No. 12610 you have a choice of the pre-December 6, 2002, rates or the revised rates referenced in the December 18, 2002, Industry letter. Please realize that at the termination of the stay, the rates from Order No. 12610, or such other rates as might be ordered by the PSC or a reviewing court, shall go into effect. If you wish to take advantage of the December 18, 2002, rates during the period covered by the stay of Order No. 12610, please contact your designated Verizon Negotiator or make a request via e-mail to contract.management@verizon.com
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- Q : Who can I speak with regarding the deposit requirements indicated on my Local Services Profile Form?
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A : Concerns regarding deposit requirements should be directed to your Account Manager (if you are a Facilities-Based CLEC) or Customer Focus Manager (if you are ordering Resale and/or UNE-P services only).
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- Q : How do I become an Agent, Reseller, or Vendor?
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A1 : When you operate as a Verizon Agent, Verizon bills end-user customers directly. To act as a Verizon Agent, you would not be required to obtain the CLEC certification from the respective State Commission.
A2 : When you operate as a Verizon Reseller, you would bill end-user customers. In most states where Verizon operates, a Reseller of Local Telecommunications Services is required to obtain their CLEC certification from the respective State Commission. To obtain a resale contract with Verizon, you would need to send a request via e-mail to contract.management@verizon.com The amount of time necessary to finalize your request for a resale agreement would depend upon your business plans and the specific state in which you are requesting to become a Verizon Reseller. Some State Commissions require you to have an approved certification prior to filing a resale agreement, others require your certification to be at least pending before the State Commission when a resale agreement is filed, yet others require you have the resale agreement in place before filing for certification, while still others will accept the filing of the resale agreement at any time but delay your ability to operate under such resale agreement until you receive your CLEC certification in that State. To become a Vendor for Verizon, a person/company must complete the "Quality Program". Telcordia offers the Quality Program. The interested party should call Telcordia at 732-699-3791.
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- Q : Can CLECs or CMRS Carriers order from a state resale tariff without an agreement?
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A : Verizon has resale tariffs filed in several states in which the company operates. In California, Connecticut, Massachusetts, and New York, CLECs and CMRS carriers should order directly from the state tariff without an agreement. In Indiana, Rhode Island, Texas, and Wisconsin, CLECs and CMRS carriers can either order directly from the state tariff or negotiate an agreement with Verizon.
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- Q : Who can I contact if I have a question related to my residential or business account?
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A1 : Any questions, including billing inquiries, repair issues, and/or service concerns, related to your residential or business account should be directed to the appropriate customer service center indicated on your billing statement.
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- Q : How can a CLEC or CMRS Carrier get a copy of an existing agreement?
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A : Most State Commissions have excellent online resources to obtain information on currently effective agreements within their state. Please refer to each State Commission website for this information.
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- Q : What is the FCC's Optional Rate Plan for Intercarrier Compensation?
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A : On April 18, 2001, the Federal Communications Commission ("FCC") adopted an order addressing the charges that carriers may bill to and collect from each other in connection with their exchange of dial-up Internet traffic [see, Order on Remand and Report and Order, CC Docket Nos. 96-98, 99-68 (adopted April 18, 2001) (the "Order")]. Pursuant to the terms of the Order, Verizon offers to all CLECs and CMRS providers an optional reciprocal compensation rate plan for termination of non-Internet traffic subject to Section 251(b)(5). Under this optional plan, such traffic exchanged between Verizon and a CLEC or CMRS provider in a given state will be subject to compensation at the same rate applicable to Internet traffic in that state under the terms of the Order. The pricing, terms and conditions applicable to this optional rate plan (also known as Rate Plan B) are available from your designated Verizon Negotiator or via e-mail to contract.management@verizon.com.
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- Q : How do I get an Account Manager/Customer Focus Manager?
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A: To request a Verizon Account Manager or Customer Focus Manager, please go to www.verizon.com/wholesale: Click on Establish & Maintain Account for Local Services and then click on the link "Customer Profile Self-Service Tool (CPSST)". You can click this link to go directly to the CPSST: An Account Manager (if you are a Facilities-Based Competitive Local Exchange Carrier, or "CLEC") or Customer Focus Manager (if you are ordering Resale and/or UNE-P services only) will be assigned once Verizon receives and processes this information. For additional information, or to check on the status of your request: If you are ordering resale and/or UNE-P services only, send an email to verizon.system.team@verizon.com (in the Subj. Line enter "Customer Focus Management") If you are a Facilities-Based CLEC, contact the Account Management helpdesk at 888-483-9594.
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- Q : Is there a help number for CLECs to call with questions regarding trouble-shooting Voice Mail?
- Sales Engineering FAQs
- No Questions Available
- BusinessRules FAQs
- Q : If the end user has hunting, can they have Wholesale Advantage Voice Mail?
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A : Yes, but with restrictions. Please view our Hunting Interactions chart for more information.
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- Q : Can a CLEC order Wholesale Advantage Voice Mail services on a non-Wholesale Advantage line?
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A : No, Wholesale Advantage Voice Mail services are only available to CLECs with Voice Mail terms in their Voice Mail agreement on lines served under a Wholesale Advantage contract.
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- Q : What is the interval for establishing Wholesale Advantage Voice Mail?
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A : Intervals for Voice Mail in Verizon East are available in the Wholesale Advantage Service Offering page.
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- Q : Who can open trouble tickets for Loop Sharing?
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A : CLECs may open trouble tickets to report service troubles affecting Loop sharing arrangements to Verizon. No more than one trouble ticket can be open on a Loop Sharing arrangement at any one time.
- The VLEC can report a trouble on either the voice or data circuit.
- The DLEC can report a trouble on the data circuit only.
- The VLEC can view a ticket entered by the VLEC or DLEC.
- The DLEC can view a ticket entered by the VLEC or DLEC.
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- Q : If the end user has hunting, can they have Wholesale Advantage Voice Mail?
- Prod & Services FAQs
- Q :If the end user has hunting, can they have Wholesale Advantage Voice Mail?
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A : Yes, but with restrictions. Please view our Hunting Interactions chart for more information.
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- Q :Is there a help number for CLECs to call with questions regarding trouble-shooting Voice Mail?
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A : If CLECs have questions regarding trouble shooting Voice Mail, contact Trouble Administration.
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- Q :Can a CLEC order Wholesale Advantage Voice Mail services on a non-Wholesale Advantage line?
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A : No, Wholesale Advantage Voice Mail services are only available to CLECs with Voice Mail terms in their Voice Mail agreement on lines served under a Wholesale Advantage contract.
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- Q :What is the interval for establishing Wholesale Advantage Voice Mail?
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A : Intervals for Voice Mail in Verizon East are available in the Wholesale Advantage Service Offering page.
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- Q :Where can a Wholesale Advantage CLEC find a list of jacks that may be installed at their end user's location?
- Q :Where can a CLEC find a list of jacks that may be installed at an end user's location?
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A : For Wholesale Advantage lines eligible for Inside Wire Installation and Repair Service, please see the Wholesale Advantage POTS USOC Guide (Verizon East)
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- Q :What are the installation intervals on Local Service Requests (LSRs) for Inside Wire Installation?
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A : The Appointment Scheduling Inquiry Pre-Order Transaction is used to determine the date and time for a technician to be dispatched to a CLEC's end user's premises for an installation service order.
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- Q :During an installation of inside wire and/or jacks, can a CLEC's end user request additional jacks or modify a service order once the Verizon technician is at the end user's premises?
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A : Yes, the CLEC's end user may request additional jacks or modify the service order when such end user is having inside wire and jacks installed. A CLEC's end user should contact the CLEC to verify whether there is a change in the original price quoted to the end user. If the end user is having repair work done, they will need to contact the CLEC to schedule the additional work.
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- Q :What is a Work Authorization/Completion Acknowledgement (WA/CA) form or the Premise Work Invoice (PWI) form?
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A : The WA/CA form (also known as a PWI form) is not a bill but a document that states the work completed by the technician that was requested by the CLEC. The end user will be asked to sign the form, as part of normal Verizon process, to indicate that the end user was satisfied with the work performed.
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- Q :How does a CLEC order Loop Sharing?
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A : Verizon has a library of Order Samples that illustrate proper completion of LSRs. We have included the following order scenarios: New Loop Service, Line Share to Loop Share, Line Split to Loop Share.
This selection includes common order types in LSOG 6. Your order may not match any of these samples exactly. You may use these samples in their entirety or just the forms/fields that correspond to the exact order you are placing. For a complete listing of appropriate forms, fields and values for all order types, refer to the Business Rules.
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- Q :Can a CLEC migrate from Line Sharing to Loop Sharing?
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A : Yes. Voice providers can submit LSRs to migrate existing Line Sharing arrangements to Loop Sharing. These migrations can be requested for only single line accounts. CLECs may choose whether or not to port the existing telephone number when ordering the Loop Sharing arrangement.
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- Q :Who does Verizon bill for Loop Sharing arrangements?
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A :Verizon bills the voice provider for all charges associated with the Loop Sharing arrangement. The voice provider is expected to bill the data provider for relevant charges.
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- Q :Are there differences with Loop Sharing between the East and the West?
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A :The Loop Sharing service is largely the same between Verizon East and West states. There are some differences, however, including the following:
- In the East, CLECs ordering new Loop Sharing arrangements can order multiple lines on the same LSR, whereas the West LSRs are restricted to a single line.
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- Q :What is Loop Sharing?
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A :Loop Sharing is a product intended to allow CLECs to provide voice and data services over the same Loop. Loop Sharing is a shared service. In a Loop Sharing arrangement, Verizon facilitates two CLECs' use of a standalone, copper xDSL compatible UNE Loop provided by Verizon, on which one CLEC is the switch based voice provider (the VLEC), and another CLEC, through a business relationship with the VLEC, is the data provider (the DLEC). The VLEC and DLEC can be the same or different providers.
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- Q :How does Loop Sharing differ from Line Sharing and Line Splitting?
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A :Line Sharing arrangements include voice service provided by Verizon through a Verizon switch, and CLEC data services provided by a CLEC through a collocation arrangement.
Line Splitting arrangements include UNE-P voice service provided by a CLEC through a Verizon switch, and data services provided from a CLEC through a collocation arrangement.
Loop Sharing is a shared service in which one CLEC provides voice services through a collocation arrangement (the VLEC), and a second CLEC provides data services through a second collocation arrangement (the DLEC). Verizon cross-connects the two collocation arrangements to allow them to share the same loop to an end user location. The VLEC and DLEC can be the same or different providers.
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- Q :Who can order Loop Sharing?
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A Loop Sharing is available to CLECs across the Verizon footprint according to the following schedule:
Verizon East - October 18, 2004.
Loop Sharing is a shared service requiring coordination between the voice provider and the data provider. The CLEC providing the voice services within each arrangement should obtain the necessary information from the data provider and submit the completed LSR to Verizon.
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- Q :What does a CLEC need to do prior to ordering Loop Sharing?
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A: interconnection agreement, setting forth Loop Sharing terms, conditions and pricing is a prerequisite to submitting orders for a Loop Sharing arrangement. If your company has not already commenced contract negotiations with Verizon and wishes to do so, please contact Verizon as follows, in order to obtain such an amendment:
Mail: Manager/Contract Management
Verizon Wholesale Markets
600 Hidden Ridge
Mail Box: HQEWMNNotices-CM
Irving, TX 75038
Email: contract.management@verizon.com
Fax: 972-719-1519
2. Establish CLEC Loop Sharing Business Partnerships: Loop Sharing requires that business partnership arrangements between the voice and data providers be pre-positioned 30 days prior to ordering activity. Loop Sharing partnerships must be established regardless of any pre-existing Line Splitting partnership arrangements. These partnership arrangements should be submitted on the Local Services Profile via the Customer Profile Self-Service Tool (CPSST).
3. Complete CLEC Systems Work: CLECs may wish to begin appropriate systems work in connection with the Loop Sharing offering. Detailed ordering and LSR information with respect to Loop Sharing has been made available through Change Management documentation and notification, and in an update to the Verizon Business Rules. This information may be used to update CLEC systems in preparation for ordering. The information was distributed in the Verizon Business Rules, published in April 2004, and is available on the Verizon Wholesale website: OSS Interface Change Management
4. Establish Collocation Arrangements: CLECs must establish collocation arrangements or must augment existing line sharing collocation arrangements to 2W digital loop termination collocation arrangements, for both voice and data services at applicable Verizon central offices prior to submitting LSRs for Loop Sharing.
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- Q :Where can a CLEC find information on initializing Wholesale Advantage Voice Mail?
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A: Verizon has provided this information in the Wholesale Advantage Voice Mail Service Offering page.
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- Q :If the end user has hunting, can they have Wholesale Advantage Voice Mail?
- Measures
- No Questions available
- OSS Chng Mgmt
- No Questions available
- Industry Letters
- No Questions available
- Merger Conditions
- No Questions available
- Contact Info
- No Questions available
- Order & PreOrder FAQs
- Q : When a dispatch is required on an Analog to Digital (or Digital to Analog) loop re-grade, at what time will the re-grade occur?
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A : Yes, in addition to Point-to-Point service, EVPL can provide Point-to-Multipoint service. This is accomplished by establishing a Hub with a Service Multiplexed UNI which then would have EVCs/Flows connecting to the remote locations. On the Hub side, each EVC is distinguished by a distinct Virtual Local Area Network (VLAN) Tag.
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- Q : Who does the end user contact about the status of their order for DIRECTV® service?
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A : The end user would contact his local telephone service provider, the Wholesale Advantage Customer.
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- Q : How is the DIRECTV Ordering Tool different from other Verizon order entry tools?
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A : There are several ways in which the DIRECTV Ordering Tool is different from Verizon's local interfaces. First, Verizon's DIRECTV Ordering Tool interfaces with DIRECTV systems, so the ability to place orders is dependent on the availability of both Verizon and DIRECTV systems. LSI/WISE provides an entry link into a DIRECTV non-regulated order entry system and verifies only that the Wholesale Advantage Customer is authorized to access the system. Verizon does not maintain business rules, field characteristics or guarantee the performance of the DIRECTV systems. Finally, the products, pricing and service terms and conditions are defined by the service provider and DIRECTV and not Verizon.
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- Q : How is the DIRECTV Ordering Tool similar to other Verizon order entry tools?
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A : The DIRECTV Ordering Tool is intended to allow the entry of customer name and service address along with the service features and packages and in response to a service order to provide a due date and installation status.
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- Q : What happens to DIRECTV® service if the end user disconnects his Wholesale Advantage voice service or migrates to another Local Service Provider?
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A : If an end user disconnects his local voice service, their DIRECTV® service may be disrupted because he will not be able to utilize some of the functionality DIRECTV provides, including interactive services and sports packages. This may also affect any discounts being applied for bundled services.
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- Q : How does the Wholesale Advantage Customer or their end user become aware of changes to the scheduled installation appointment initiated by DIRECTV?
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A : DIRECTV will call the end user.
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- Q : Once the Wholesale Advantage Customer has reached an agreement with DIRECTV to be its sales agent, how do they place an order for it?
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A : Once DIRECTV has notified Verizon that it has reached an agreement with you, Verizon will update our ordering interfaces accordingly within 7 business days. The Wholesale Advantage Customer will then have access to the DIRECTV Ordering Tool. You will need to access LSI in Verizon East or WISE in Verizon West. Once you have signed into either LSI or WISE, you will select the DIRECTV banner to access the DIRECTV Ordering Tool to input the order. The DIRECTV Ordering Tool banner is located on the Order screen in WISE. In LSI, it is found on the LSR Processing Screen, once the LSOG version is selected.
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- Q : How does the Wholesale Advantage Customer check the status of their order for DIRECTV® service?
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A : The DIRECTV Ordering Tool can be used to obtain the status of an order. Order status will be shown as either "Pending," "Activated," or "Cancelled." If you have additional questions, contact DIRECTV at 1-800-531-5000.
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- Q : How does the end user cancel his order within 48 calendar hours of the scheduled appointment?
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A : The end user should contact his local telephone service provider, the Wholesale Advantage Customer, who would call DIRECTV® Retail Services at 1-800-323-1994 (with or without the end user on the line) and provide the order number, phone number, name, address and account number. The end user should never contact DIRECTV® Retail Services directly.
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- Q : How does the end user reschedule his installation within 48 calendar hours of the scheduled appointment?
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A : The end user should contact his local telephone service provider, the Wholesale Advantage Customer, who would call DIRECTV at 1-888-355-7530 (with end user on the line) and provide the order number, phone number, name, address and account number. If necessary, the end user could contact DIRECTV at the same number directly, providing he knows his account number.
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- Q : Who does the Wholesale Advantage Customer contact if they have provisioning, billing or maintenance questions regarding DIRECTV® service?
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A : If the Wholesale Advantage Customer is a contracted sales agent for DIRECTV, contact DIRECTV at 1-800-531-5000 or visit www.directv.com and select "Manage Your Account."
If the Wholesale Advantage Customer has not negotiated a sales agency agreement with DIRECTV first, then the Wholesale Advantage Customer must first contact their Verizon account manager for further information prior to calling DIRECTV.
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- Q : If the end user has hunting, can they have Wholesale Advantage Voice Mail?
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A : Yes, but with restrictions. Please view our Hunting Interactions chart for more information.
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- Q : Are 800 or WATS Numbers compatible with Wholesale Advantage Voice Mail?
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A : If the 800 Number points to a Plain Old Telephone Service (POTS) number, then the POTS number can have Voice Mail. Verizon would not support the 800 Number and the Voice Mail if it were the older INWATS 800 with circuit ID.
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- Q :If the 800 Number points to a Plain Old Telephone Service (POTS) number, then the POTS number can have Voice Mail. Verizon would not support the 800 Number and the Voice Mail if it were the older INWATS 800 with circuit ID.
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A : If CLECs have questions regarding trouble shooting Voice Mail, contact Trouble Administration.
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- Q :Can a CLEC order Wholesale Advantage Voice Mail services on a non-Wholesale Advantage line?
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A : No, Wholesale Advantage Voice Mail services are only available to CLECs with Voice Mail terms in their Voice Mail agreement on lines served under a Wholesale Advantage contract.
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- Q :What is the interval for establishing Wholesale Advantage Voice Mail?
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A : Intervals for Voice Mail in Verizon East are available in the Wholesale Advantage Service Offering page. For Verizon West, intervals can be obtained through the Appointment Scheduling Inquiry Pre Order Transaction.
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- Q :What edits and error conditions apply to the DIRECTV Ordering Tool?
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A : The primary edits look for positive confirmation of the Telephone Number, Service Address, and Customer Name, where the CSR exists. To be eligible, the end user must be a residential customer with working Wholesale Advantage voice service from the same provider submitting the order for DIRECTV® service, or place orders for such service concurrently.
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- Q :Does the Wholesale Advantage Customer have to submit a Local Service Request (LSR) to order DIRECTV® Service through Verizon Partner Solutions?
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A : No. The end user must be an existing residential Wholesale Advantage voice or Wholesale Advantage voice and data customer prior to requesting DIRECTV® service through Verizon Partner Solutions, or place orders for such service concurrently. An LSR is required to migrate or establish Wholesale Advantage voice or Wholesale Advantage voice and data. However, the DIRECTV® service is not ordered via an LSR. It is ordered via Verizon's DIRECTV Ordering Tool that is found by selecting the banner within LSI in Verizon East or WISE in Verizon West. The DIRECTV Ordering Tool banner is located on the Order screen in WISE. In LSI, it is found on the LSR Processing Screen, once the LSOG version is selected.
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- Q :What information will be needed in order to populate an order for DIRECTV® service?
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A : The Wholesale Advantage Customer should be in real-time communication with their end user (e.g. by phone) while taking the order for DIRECTV® service. Initially, the end user's home telephone number will be needed (or a valid can be reached telephone number). Additional information will be captured and communicated on an interactive basis as the order is placed, including address information, equipment selections, credit information and installation appointment preferences.
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- Q :What is the sunset date for LSOG 6?
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A : LSOG 6 will sunset with the June 2007 Release - June 11, 2007 in Verizon West and June 17, 2007 in Verizon East.
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- Q :Who does the Wholesale Advantage Customer contact with questions on how to order DIRECTV® service once a contract has been signed?
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A : Please detail those questions in an email to Partner Solutions Customer Care (PSCC) at wholesalecustomer.carecenter@verizon.com.
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- Q :Who does the Wholesale Advantage Customer contact regarding systems issues or availability issues experienced while placing an order through the DIRECTV Ordering Tool?
For example: Cannot see/use the link to the DIRECTV Ordering Tool DIRECTV Ordering Tool screens not functioning properly System outage Slow response time-
A : The Wholesale Advantage Customer would contact Partner Solutions Customer Care (PSCC). A customer should enter a trouble ticket online through the LSI and WISE CLEC Self-Service Ticket Entry Tool. The Ticket Entry Tool is located under Tools on the main menu screen. All customers with access to LSI and WISE have access to the CLEC Self Service tool. This tool is designed to allow customers to report troubles and create trouble tickets without calling the PSCC.
During normal business hours, Monday through Friday, a ticket submitted through the CLEC Self Service tool will reach an agent. Tickets submitted outside of those hours will be processed on the next business day. Please refer to the "Hours of Operation" section in the "About This Tool" document for additional after-hours information.
For additional information regarding Trouble Ticket processing, refer to the PSCC Functions and Services Documentation.
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- Q :Where can the Wholesale Advantage Customer who has a signed Wholesale Advantage DIRECTV® service agreement find product information for DIRECTV® service?
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A : Product information can be found within DORIS, which can be accessed through the DIRECTV Ordering Tool. Once you have signed your agreement with DIRECTV, they will need your IP address in order to provide you access to DORIS. If you experience trouble using DORIS and have confirmed it is not an internal system problem, send an e-mail detailing your trouble, including your IP address, to directvsupportcenter@directv.com.
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- Q :Where can the Wholesale Advantage Customer learn about DIRECTV® services?
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A : The Wholesale Advantage Customer will have access to DORIS, a Web site that has product information from DIRECTV including programming packages and channel line-ups. DORIS can be accessed from within the DIRECTV Ordering Tool. If the DORIS link does not come up when clicked within the DIRECTV Ordering Tool, send an e-mail detailing your trouble to directvsupportcenter@directv.com with your IP address information.
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- Q :What is DORIS?
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A : It is a DIRECTV online resource tool that is accessible to Wholesale Advantage Customers. It contains information about DIRECTV products and services including programming packages, equipment, billing information, required call components and channel line-ups. If you experience problems using DORIS and have confirmed it is not an internal system problem, send an e-mail detailing your trouble to directvsupportcenter@directv.com with your IP address information.
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- Q :Where can a Wholesale Advantage CLEC find a list of jacks that may be installed at their end user's location?
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A : Please see the Platform POTS USOC Guide(Verizon East) and the Wholesale Advantage Inside Wire Jack Code Guide (Verizon West).
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- Q :Where can a CLEC find a list of jacks that may be installed at an end user's location?
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A : For Wholesale Advantage lines eligible for Inside Wire Installation and Repair Service, please see the Wholesale Advantage POTS USOC Guide (Verizon East) and the Wholesale Advantage Inside Wire Jack Code Guide (Verizon West). For resale lines eligible for Inside Wire Installation and Repair Service, please refer to the Resale POTS USOC Guide (Verizon East) and the Resale Inside Wire Jack Codes Guide (Verizon West).
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- Q :What are the installation intervals on Local Service Requests (LSRs) for Inside Wire Installation?
- Q :During an installation of inside wire and/or jacks, can a CLEC's end user request additional jacks or modify a service order once the Verizon technician is at the end user's premises?
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A : Yes, the CLEC's end user may request additional jacks or modify the service order when such end user is having inside wire and jacks installed. A CLEC's end user should contact the CLEC to verify whether there is a change in the original price quoted to the end user. If the end user is having repair work done, they will need to contact the CLEC to schedule the additional work.
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- Q :What is a Work Authorization/Completion Acknowledgement (WA/CA) form or the Premise Work Invoice (PWI) form?
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A : The WA/CA form (also known as a PWI form) is not a bill but a document that states the work completed by the technician that was requested by the CLEC. The end user will be asked to sign the form, as part of normal Verizon process, to indicate that the end user was satisfied with the work performed.
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- Q :How can I find which Type of Service I should use for my Local Service Request?
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A : Whenever possible always check the current Customer Service Record for the Type of Service. The Business Rules provide valid entries for all types of services. See Local Service Request Form: Field Name: Type of Service at Business Rules
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- Q :Which blocks are available for the account I am working on?
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A : Use the Blocking Matrix found in the Business Rules for each type of account per state. See the Blocking Matrix. Blocks not included in the Business Rules Blocking Matrix may be ordered as features. For more information see our Order Samples
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- Q :I'm having trouble submitting a Local Service Request for a Resale Centrex account. How do I Migrate 3 Centrex lines As Is?
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A : To help you create a Local Service Request (LSR), Verizon offers a library of Order Samples that illustrate proper completion of LSRs for different order types. See our Order Samples. Order Sample R4 is an example of a migration of 3 Centrex/Centranet lines. Furthermore, contained on the Sample is a link for a Resale Centrex USOC Guide. See our Centrex/Centranet Sample
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- Q :How can I find out what the Service Code (USOC/IOSC) is for the feature that I'm trying to add to my Local Service Request?
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A : Information on obtaining Service Codes is located in the Business Rules USOC In-Scope Tables (East), IOSC in SCORE (West), and through Telcordia Web site. See information on East Service Codes and on West Service Codes Furthermore, our Order Samples contain links to USOC/FID guides. See our Order Samples
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- Q :Im having trouble submitting a Local Service Request for a Resale Centrex account. How do I Migrate 3 Centrex lines As Is?
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A : To help you create a Local Service Request (LSR), Verizon offers a library of Order Samples that illustrate proper completion of LSRs for different order types. See our Order Samples. Order Sample R4 is an example of a migration of 3 Centrex/Centranet lines. Furthermore, contained on the Sample is a link for a Resale Centrex USOC Guide. See our Centrex/Centranet Sample
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- Q :How does a CLEC order Loop Sharing?
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A : Verizon has a library of Order Samples that illustrate proper completion of LSRs. We have included the following order scenarios: New Loop Service, Line Share to Loop Share, Line Split to Loop Share.
This selection includes common order types in LSOG 6. Your order may not match any of these samples exactly. You may use these samples in their entirety or just the forms/fields that correspond to the exact order you are placing. For a complete listing of appropriate forms, fields and values for all order types, refer to the Business Rules.
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- Q :Can a CLEC migrate from Line Sharing to Loop Sharing?
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A : Yes. Voice providers can submit LSRs to migrate existing Line Sharing arrangements to Loop Sharing. These migrations can be requested for only single line accounts. CLECs may choose whether or not to port the existing telephone number when ordering the Loop Sharing arrangement.
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- Q :Can a CLEC migrate from Line Splitting to Loop Sharing?
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A : Yes. Voice providers can submit LSRs to migrate existing Line Splitting arrangements to Loop Sharing. These migrations can be requested for only single line accounts. CLECs must port the existing telephone number when ordering the Loop Sharing arrangement.
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- Q :Who does Verizon bill for Loop Sharing arrangements?
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A : Verizon bills the voice provider for all charges associated with the Loop Sharing arrangement. The voice provider is expected to bill the data provider for relevant charges.
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- Q :After the CLEC has received their alpha identifiers, what is the next step?
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A : After the analysis is provided in response to the SUP 6, the CLEC may request a Firm Construction order by placing a SUP 7 (Engineering Charges Accepted) on the LSR authorizing Verizon to perform the required Network Loop Modification. Verizon will not proceed with the Network Loop Modification unless a SUP 7 is submitted.
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- Q :What are Network Loop Modifications?
-
A : Network Loop Modifications are modifications to Verizon's UNE Loops that are required to provision the Loop as ordered by the CLEC in cases where Verizon determines that there are no compatible facilities.
-
- Q :Who is eligible for a Network Loop Modification?
-
A : CLECs are eligible for Network Loop Modifications only if their interconnection agreements contain the requisite terms, conditions, and rates to implement the pertinent provisions of the FCC's Triennial Review Order (Commission-ordered exceptions may apply in certain states). Such terms are contained in an interconnection agreement amendment that is available to CLECs.
-
- Q :If a CLEC agrees to Verizon's terms, conditions, and rates for Network Loop Modifications, how does the CLEC obtain such modifications?
-
A : CLECs will be able to request a cost estimate for work activities needed to fulfill their requests when they have been notified that no compatible UNE Loop facilities are available to provision a particular order. If the CLEC accepts the applicable charges, then Verizon will perform the required modifications in accordance with the terms of the parties' interconnection agreement.
-
- Q :How does the CLEC request a cost estimate for any required Engineering and Construction?
-
A : Upon receiving a "no facilities" jeopardy, the CLEC must submit a SUP 6 (Engineering Query Request). See the Release Overview for December 2012 for further information.
-
- Q :What does Verizon do after receiving the SUP 6?
-
A : Verizon will perform an engineering analysis. Verizon will then return alpha identifier(s) to indicate the Network Loop Modifications required and an estimated construction interval to perform the work. See the Release Overview for October 2004 for further information.
-
- Q :How does the CLEC obtain the engineering analysis?
-
A : The information will be returned on the LR form in response to the SUP 6 LSR.
-
- Q :How does the CLEC obtain the engineering analysis?
-
A : The information will be returned on the LR form in response to the SUP 6 LSR.
-
- Q :How long will it take for the SUP 6 response to return?
-
A : The response normally takes up to 72 hours.
-
- Q :Who should the CLEC contact if it has questions about the SUP 7?
-
A : The CLEC should contact the NMC.
-
- Q :Who should the CLEC contact if it has questions about the SUP 7?
-
A : The CLEC should contact the NMC.
-
- Q :If a CLEC wishes to cancel a request upon receiving the cost estimate, how may it do so?
-
A : The CLEC may submit a SUP 1.
-
- Q :What charges will the CLEC incur for Network Loop Modifications?
-
A : The CLEC will incur Loop Modification charges as detailed in its interconnection agreement.
-
- Q :Where can additional information about Network Loop Modifications and the alpha identifiers be found?
-
A : Information can be found on the East and West Ordering Response pages within the Ordering Local Services section of the Verizon Wholesale Web site.
-
- Q :What is Loop Sharing?
-
A : Loop Sharing is a product intended to allow CLECs to provide voice and data services over the same Loop. Loop Sharing is a shared service. In a Loop Sharing arrangement, Verizon facilitates two CLECs' use of a standalone, copper xDSL compatible UNE Loop provided by Verizon, on which one CLEC is the switch based voice provider (the VLEC), and another CLEC, through a business relationship with the VLEC, is the data provider (the DLEC). The VLEC and DLEC can be the same or different providers.
-
- Q :How does Loop Sharing differ from Line Sharing and Line Splitting?
-
A : Line Sharing arrangements include voice service provided by Verizon through a Verizon switch, and CLEC data services provided by a CLEC through a collocation arrangement.
Line Splitting arrangements include UNE-P voice service provided by a CLEC through a Verizon switch, and data services provided from a CLEC through a collocation arrangement.
Loop Sharing is a shared service in which one CLEC provides voice services through a collocation arrangement (the VLEC), and a second CLEC provides data services through a second collocation arrangement (the DLEC). Verizon cross-connects the two collocation arrangements to allow them to share the same loop to an end user location. The VLEC and DLEC can be the same or different providers.
-
- Q :Who can order Loop Sharing?
-
A : Loop Sharing is available to CLECs across the Verizon footprint according to the following schedule:
Verizon West - August 23, 2004
Verizon East - October 18, 2004.
Loop Sharing is a shared service requiring coordination between the voice provider and the data provider. The CLEC providing the voice services within each arrangement should obtain the necessary information from the data provider and submit the completed LSR to Verizon.
-
- Q :Who can open trouble tickets for Loop Sharing?
-
A : CLECs may open trouble tickets to report service troubles affecting Loop sharing arrangements to Verizon. No more than one trouble ticket can be open on a Loop Sharing arrangement at any one time.
- The VLEC can report a trouble on either the voice or data circuit.
- The DLEC can report a trouble on the data circuit only.
- The VLEC can view a ticket entered by the VLEC or DLEC.
- The DLEC can view a ticket entered by the VLEC or DLEC.
-
- Q :What does a CLEC need to do prior to ordering Loop Sharing?
-
A : interconnection agreement, setting forth Loop Sharing terms, conditions and pricing is a prerequisite to submitting orders for a Loop Sharing arrangement. If your company has not already commenced contract negotiations with Verizon and wishes to do so, please contact Verizon as follows, in order to obtain such an amendment:
Mail: Manager/Contract Management
Verizon Wholesale Markets
600 Hidden Ridge
Mail Box: HQEWMNNotices-CM
Irving, TX 75038
Email: contract.management@verizon.com
Fax: 972-719-1519
2. Establish CLEC Loop Sharing Business Partnerships: Loop Sharing requires that business partnership arrangements between the voice and data providers be pre-positioned 30 days prior to ordering activity. Loop Sharing partnerships must be established regardless of any pre-existing Line Splitting partnership arrangements. These partnership arrangements should be submitted on the Local Services Profile via the Customer Profile Self-Service Tool (CPSST).
3. Complete CLEC Systems Work: CLECs may wish to begin appropriate systems work in connection with the Loop Sharing offering. Detailed ordering and LSR information with respect to Loop Sharing has been made available through Change Management documentation and notification, and in an update to the Verizon Business Rules. This information may be used to update CLEC systems in preparation for ordering. The information was distributed in the Verizon Business Rules, published in April 2004, and is available on the Verizon Wholesale website: OSS Interface Change Management
4. Establish Collocation Arrangements: CLECs must establish collocation arrangements or must augment existing line sharing collocation arrangements to 2W digital loop termination collocation arrangements, for both voice and data services at applicable Verizon central offices prior to submitting LSRs for Loop Sharing.
-
- Q :Why am I unable to view my end user's Customer Service Record?
-
A : It is possible that your end user may have migrated to another Carrier. You may be able to check your Line Loss Report to verify if the customer has left your company. If you have verified the correct billing telephone number and you have confirmed that the end user is still your customer, please open a trouble ticket with the PSCC
-
- Q :Who does the CLEC contact if the SUP 6 response is not received within 72 hours?
-
A : The CLEC should contact the PSCC
-
- Q :Where can a CLEC find information on initializing Wholesale Advantage Voice Mail?
-
A : Verizon has provided this information in the Wholesale Advantage Voice Mail Service Offering page.
-
- Q :Do users have to request access for a User ID and Password for the CWP Reports?
-
A : Users who do not have an existing CWP Report User ID must apply for a User ID and Password.
-
- Q :Can I use my File Transfer Protocol(FTP) User ID and Password to access these reports?
-
A : No, you will need to request a new User ID and Password for the CWP Reports.
-
- Q :What Primary Keys are applicable for each CWP Report?
-
A : For the CWP Reports the Exchange Carrier Code (ECC) is always required as a Primary Key. The ECC is a 4 alpha code. Population of the ECC will trigger the availability of the following reports for selection:
- CSR over 10K
- Bulk Loop Qualification Extract
- Product & Service Availability
- Street Address Guide
- USOC
- The ECC and Operating Company Number (OCN) are required as Primary Keys for the Provider Notification report.
The OCN is either a 4 numeric or 4-alpha/numeric code.
-
- Q :Are there other restrictions for access to these reports other than requesting and receiving a User ID and Password?
-
A : The Bulk Loop Qualification Extract and the USOC report require a Non-Disclosure form to be on file. The Product & Service Availability and Street Address Guide reports require a Non-Disclosure form to be on file and billing arrangements. Non-Disclosure forms may be found on the CWP Reports website at
/wholesale/systemsmeasures/local/systems/cwp/0,28558,,00.html.
Signed Non-Disclosure forms should be faxed to the email address as directed on the form. Billing arrangements will be established through Connectivity.
-
- Q :When attempting to register I received the following error message: "The URL you have entered for this form cannot be used to request Application User Accounts. Please use the appropriate URL?
-
A : There are separate registration URLs for CUAs and Application Users. Make sure you are using the URL for the appropriate user. Also make sure the URL is in appropriate case.
-
- Q :My registration has been approved but I do not remember the information required to retrieve my User ID and Password.
-
A : Your Request ID and secret question and answer are available and can be provided with proper authorization. Your password is encrypted and not available. If you lose your password you will need to have your request cancelled and reregister.
-
- Q :How do I cancel my pending registration request if I forget my password?
-
A : Send an email to Connectivity Management at:
connectivity.management.team@verizon.com
-
- Q :I registered as a CUA for access to the CWP Reports but the Provider Notification did not appear on my list for selection?
-
A : At least one OCN needs to be populated as a Primary Key.
-
- Q :How do I update my profile to add new Primary Key information?
-
A : You should submit a new registration request. By using the same authorization code and email address you will update your existing profile. You should provide all required Primary Keys including previously selected as well as new Primary Keys. Your new registration will overwrite any previous Primary Key information on your profile.
-
- Q :Where do I get my OCN or other codes?
-
A : Your Profile Manager.
-
- Q :What are the applicable user access options for CWP Reports?
-
A : For CWP Reports it is view/download only.
-
- Q :Will SRPT format be included for Provider Notification via CWP Reports?
-
A : No
-
- Q :How many days would it normally take for Connectivity to approve a registration request?
-
A : During the transition period to migration user from FTP to the new CWP Report process, it may take Connectivity up to 30 days to approve registration requests. It will take approximately 15 days post transition.
-
- Q :Disclaimer Notice on the registration page states no automation or robotic activity on the registration pages. Does that mean I cannot automate report retrieval?
-
A : Report retrieval may be automated. The registration process may not.
-
- Q :How many characters are required for the password? Are there any other conventions or limitations for password selection?
-
A : The minimum length for the password is 8-characters and it must be a combination of letters and numbers. The only special characters allowed are "@" and "-".
-
- Q :What should I do if I forget my password after I have successfully registered?
-
A : The "Forgot Your Password" option on the Wholesale Sign In page should be used if you forget your password. Also, make sure the password is entered using the appropriate case, as passwords are case sensitive.
-
- Q :Are there different levels of users for the CWP Reports?
-
A : Yes, there are 2 levels of users: Company User Administrator (CUA) and Application User.
The CUA is responsible for approving Application User requests at his/her company. Verizon must approve the CUA for this role. The CUA may administer several Verizon Wholesale applications, and may select multiple applications when submitting the request for CUA status. The CUA also has Application User privileges, in that he/she can access and utilize the restricted Wholesale applications that he/she administers.
The Application User may have access to one or more restricted Verizon Wholesale applications. This user may not perform any administrative functions regarding other users, and must be approved for access to one application at a time. Approval is first granted by the CUA, and then by Verizon.
More details regarding the step-by-step process for CUA and Application User registration can be found at the following URLs:
Registration training (Application User and CUA):
http://64.95.53.25/elearning/progressive/SSO/launch_sso.htm
Wholesale User Admin Console Training:
http://64.95.53.25/elearning/progressive/CUA/cua.html
-
- Q :What are the Customer Wholesale Portal (CWP) Reports?
-
A : The CWP Reports are a group of reports that provide the Local Service Provider (LSP) with information to facilitate Pre-Order and Order processing. A list of the reports available with an informational file on each may be found on the CWP Report website at:
/wholesale/systemsmeasures/local/systems/cwp/0,28558,,00.html
-
- Q :How do prospective users of the CWP Reports apply for a User ID and Password?
-
A : Before users of a particular company can apply for access to restricted Verizon Wholesale applications, a CUA must be established for that company.
The role of the CUA is to approve Application Users for his/her company. The URL for registration is "hidden", in that this page cannot be accessed from a link anywhere on www.Verizon.com. Therefore, prospective CUAs and Application Users must receive the URL in a communication from Verizon.
This communication (usually a letter) will inform company representative(s) of the authorization code, registration URL, as well as the Primary Keys required in order to apply for access to a particular application.
Upon receipt of this communication the prospective user may follow the step-by-step instruction for CUA and Application User registration that can be found at the following URLs: Registration training (Application User and CUA):
http://64.95.53.25/elearning/progressive/SSO/launch_sso.htm Wholesale User Admin Console Training: ):
-
- Q :How can I confirm my due date?
-
A : The due date is included on the Firm Order Confirmation (FOC) that is sent by Verizon to confirm the request details, due date, and appointment time or coordinated hot cut time. If an incorrect due date has been sent on the request, the FOC will contain the correct date. For additional information see Verizon Responses (East).
-
- Q :How can I clear a system generated error?
-
A : The Verizon Business Rules and the Error Codes (East) documentation available on the Verizon Partner Solutions Web site will assist you in clearing system generated and manual queries.
-
- Q :What should I do if my account records reflect an active end user service, but Verizon does not have a CSR for the TN?
-
A : The most likely cause of a mismatch between your account records and Verizon is because the end user has chosen another Local Service Provider. This can be verified by processing the line loss notification report Verizon sends into your account system. Verizon produces a Provider Notification Report (PNR) per account migrated to another CLEC or to Verizon Retail. We ask that you evaluate the PNR update process to insure you are current prior to calling for assistance.
-
- Q :How can I determine my due date?
-
A : All due date requests are obtained through the Appointment Scheduling Inquiry Pre-Order Transaction.
-
- Q :How can I confirm my due date?
-
A : The due date is included on the Local Response (LR) that is sent by Verizon to provide critical information regarding the due date, request details or Jeopardy information. Information returned is based on the type of service requested on the LSR.
-
- Q :How can I clear a system generated error?
-
A : The Verizon Business Rules available on the Verizon Partner Solutions Web site will assist you in clearing system generated and manual queries.
-
- Q :Why is the due date on the Firm Order Confirmation (FOC) different than the due date I requested on my LSR?
-
A : The most likely cause of a difference between the requested due date and the FOC due date involves the time between the order interval being checked and the actual time the order was successfully submitted into an LSR. To address this circumstance you need to compare the order submission deadline to the time the LSR was accepted using the information found in the Product Interval Guides.
-
- Q :Why is the due date on the Local Response (LR) different than the due date I requested on my LSR?
-
A : The most likely cause of a difference between the requested due date and the LR due date involves the time between the order interval being checked and the actual time the order was successfully submitted. In order to retain the scheduling reservation, an LSR must be submitted within 5 business hours.
-
- Q :What should I do if the end user's telephone number is not found when the Customer Service Record/Inquiry Pre-Order transaction is completed?
-
A : You will need to verify the Local Service Provider of the end user. Information about an end user receiving local service from a non-Verizon provider is available by following CLEC-to-CLEC Pre-Order and Order documentation found in the Ordering Local Services section of the Verizon Partner Solutions Web site. CSR's may not be available while a pending service order is open.
-
- Q :How can I verify information on an end user account?
-
A : The Customer Service Record (CSR) allows access to the Verizon CSR data for the purpose of determining existing services for a specified end user.
-
- Q :How can I verify that an end user is my customer?
-
A : Prior to submitting an order for an end user, the Customer Service Record (CSR) or Access Billing Customer Service Record (CABS) should be reviewed to validate that the CLEC is still providing service to the end user.
-
- Q :How can I verify information on an end user account?
-
A : The Customer Service Inquiry provides access to the Verizon data for the purpose of determining existing services for a specified end user.
-
- Q :How can I verify that an end user is my customer?
-
A : Prior to submitting an order for an end user, Customer Service Inquiry (CSI) should be reviewed to validate that the CLEC is still providing service to the end user.
-
- Q :How will Verizon know if the re-grade is a go?
-
A : The CLEC should advise Verizon of a "go/no go" decision no later than start of business on the due date for "dispatchable" orders. If a "go ahead" has not been received by this time, the RCCC will treat it as a "no go" due to "customer not ready" and will automatically change the due date. The CLEC will receive a "1C" JEP.
-
- Q :How will I know if my re-grade order requires a Verizon technician to be dispatched?
-
A : eWPTS has been enhanced to show when an analog to digital (or digital to analog) loop re-grade requires a dispatch. The CLEC should check eWPTS for status.
-
- Q :Are Network Loop Modifications allowed on an Analog to Digital (or Digital to Analog) loop re-grade?
-
A : Network Loop Modifications are not allowed on these orders since they are written with a Line Activity (LNA) of "C" (Change). If suitable facilities are not available the order will be JEP'd to CLEC to cancel. The CLEC will need to submit a request for new loop to that address. DSL conditioning, however, as it currently exists today, can be done on a re-grade from an analog to a digital loop.
-
- Q :What type of testing will Verizon perform on the outside facilities?
-
A : Verizon will perform metallic tests to ensure continuity. Resulting loop will match performance criteria for the requested loop type, based on previously published documentation. See Technical Reference TR 72575 (Unbundled Digital Loop) and Technical Reference TR 72565 (Unbundled 2-Wire Analog Loop) available on the Verizon Partner Solutions Web site.
-
- Q :What are the intervals for an Analog to Digital (or Digital to Analog) loop re-grade?
-
A : Standard UNE Loop intervals apply. Please see the Re-grade tab of the UNE Product Interval Guide on the Verizon Partner Solutions Web site.
-
- Q :Where does a Wholesale Advantage Customer find the DIRECTV Ordering Tool?
-
A : In LSI it is found on the LSR Processing Screen, once the LSOG version is selected. Only CLECs with effective Wholesale Advantage DIRECTV service agreements may access the DIRECTV Ordering Tool.
-
- Q :Will I require a new password to access the DIRECTV Ordering Tool?
-
A : Wholesale Advantage Customers will not need new passwords for the DIRECTV Ordering Tool, but will login only to LSI or WISE.
-
- Q :Who does the Wholesale Advantage Customer contact to begin ordering DIRECTV® service through Verizon Partner Solutions?
-
A : Please contact your Verizon account manager and request an overview. Your account manager will provide you with the necessary information.
-
- Q :Will the Wholesale Advantage Customer receive any notification of orders placed?
-
A : Verizon will send an email to the Wholesale Advantage Customer confirming details of the order submitted to DIRECTV, including an order number, a description of the items ordered and the scheduled installation date (if available). These emails are intended to be sent to the Wholesale Advantage Customer placing the order rather than to the end user, and will be issued to the email address entered on the order. The Wholesale Advantage Customer should ensure the correct email address is entered. DIRECTV may also contact the end user to confirm installation appointments.
-
- Q :Who does the end user contact if he wants to reschedule a DIRECTV installation appointment?
-
A : The end user would contact his local telephone service provider, the Wholesale Advantage Customer, who would then use the DIRECTV Ordering Tool to reschedule the appointment, up to 48 hours prior to the currently scheduled appointment. Requests to reschedule appointments after that time should be made to DIRECTV at 1-888-355-7530.
-
- Q :Who does the end user contact if he has questions or issues selecting or changing DIRECTV programming packages?
-
A : If the changes are desired during initial installation, he should discuss this with the DIRECTV installer while he or she is on the premises. If the changes are requested after initial installation, he would contact DIRECTV at 1-800-531-5000 or visit www.directv.com and select "Manage Your Account."
-
- Q :Who does the end user contact if he has DIRECTV billing questions or if he disputes a bill from DIRECTV?
-
A : He would contact DIRECTV at 1-800-531-5000 or visit www.directv.com and select "Manage Your Account."
-
- Q :Who does the end user contact with questions or issues concerning DIRECTV equipment?
-
A : He would contact DIRECTV at 1-888-355-7530.
-
- Q : When a dispatch is required on an Analog to Digital (or Digital to Analog) loop re-grade, at what time will the re-grade occur?
- Pre - Order FAQs
- No Questions Available
- Wholesale Adv FAQs
- Q : Who does the end user contact about the status of their order for DIRECTV® service?
-
A : The end user would contact his local telephone service provider, the Wholesale Advantage Customer.
-
- Q : How is the DIRECTV Ordering Tool different from other Verizon order entry tools?
-
A : There are several ways in which the DIRECTV Ordering Tool is different from Verizon's local interfaces. First, Verizon's DIRECTV Ordering Tool interfaces with DIRECTV systems, so the ability to place orders is dependent on the availability of both Verizon and DIRECTV systems. LSI/WISE provides an entry link into a DIRECTV non-regulated order entry system and verifies only that the Wholesale Advantage Customer is authorized to access the system. Verizon does not maintain business rules, field characteristics or guarantee the performance of the DIRECTV systems. Finally, the products, pricing and service terms and conditions are defined by the service provider and DIRECTV and not Verizon.
-
- Q : How is the DIRECTV Ordering Tool similar to other Verizon order entry tools?
-
A : The DIRECTV Ordering Tool is intended to allow the entry of customer name and service address along with the service features and packages and in response to a service order to provide a due date and installation status.
-
- Q : What happens to DIRECTV® service if the end user disconnects his Wholesale Advantage voice service or migrates to another Local Service Provider?
-
A : If an end user disconnects his local voice service, their DIRECTV® service may be disrupted because he will not be able to utilize some of the functionality DIRECTV provides, including interactive services and sports packages. This may also affect any discounts being applied for bundled services.
-
- Q : How does the Wholesale Advantage Customer or their end user become aware of changes to the scheduled installation appointment initiated by DIRECTV?
-
A : DIRECTV will call the end user.
-
- Q : Once the Wholesale Advantage Customer has reached an agreement with DIRECTV to be its sales agent, how do they place an order for it?
-
A : Once DIRECTV has notified Verizon that it has reached an agreement with you, Verizon will update our ordering interfaces accordingly within 7 business days. The Wholesale Advantage Customer will then have access to the DIRECTV Ordering Tool. You will need to access LSI in Verizon East. Once you have signed into either LSI or WISE, you will select the DIRECTV banner to access the DIRECTV Ordering Tool to input the order. The DIRECTV Ordering Tool banner is located on the Order screen in WISE. In LSI, it is found on the LSR Processing Screen, once the LSOG version is selected.
-
- Q : How does the Wholesale Advantage Customer check the status of their order for DIRECTV® service?
-
A : The DIRECTV Ordering Tool can be used to obtain the status of an order. Order status will be shown as either "Pending," "Activated," or "Cancelled." If you have additional questions, contact DIRECTV at 1-800-531-5000.
-
- Q : How does the end user cancel his order within 48 calendar hours of the scheduled appointment?
-
A : The end user should contact his local telephone service provider, the Wholesale Advantage Customer, who would call DIRECTV® Retail Services at 1-800-323-1994 (with or without the end user on the line) and provide the order number, phone number, name, address and account number. The end user should never contact DIRECTV® Retail Services directly.
-
- Q : How does the end user reschedule his installation within 48 calendar hours of the scheduled appointment?
-
A : The end user should contact his local telephone service provider, the Wholesale Advantage Customer, who would call DIRECTV at 1-888-355-7530 (with end user on the line) and provide the order number, phone number, name, address and account number. If necessary, the end user could contact DIRECTV at the same number directly, providing he knows his account number.
-
- Q : Who does the Wholesale Advantage Customer contact if they have provisioning, billing or maintenance questions regarding DIRECTV® service?
-
A : If the Wholesale Advantage Customer is a contracted sales agent for DIRECTV, contact DIRECTV at 1-800-531-5000 or visit www.directv.com and select "Manage Your Account."
If the Wholesale Advantage Customer has not negotiated a sales agency agreement with DIRECTV first, then the Wholesale Advantage Customer must first contact their Verizon account manager for further information prior to calling DIRECTV.
-
- Q : If the end user has hunting, can they have Wholesale Advantage Voice Mail?
-
A : Yes, but with restrictions. Please view our Hunting Interactions chart for more information.
-
- Q : Are 800 or WATS Numbers compatible with Wholesale Advantage Voice Mail?
-
A : If the 800 Number points to a Plain Old Telephone Service (POTS) number, then the POTS number can have Voice Mail. Verizon would not support the 800 Number and the Voice Mail if it were the older INWATS 800 with circuit ID.
-
- Q : Is there a help number for CLECs to call with questions regarding trouble-shooting Voice Mail?
-
A : If CLECs have questions regarding trouble shooting Voice Mail, contact Trouble Administration.
-
- Q : Can a CLEC order Wholesale Advantage Voice Mail services on a non-Wholesale Advantage line?
-
A : No, Wholesale Advantage Voice Mail services are only available to CLECs with Voice Mail terms in their Voice Mail agreement on lines served under a Wholesale Advantage contract.
-
- Q : What is the interval for establishing Wholesale Advantage Voice Mail?
-
A : Intervals for Voice Mail in Verizon East are available in the Wholesale Advantage Service Offering page.
-
- Q : What edits and error conditions apply to the DIRECTV Ordering Tool?
-
A : The primary edits look for positive confirmation of the Telephone Number, Service Address, and Customer Name, where the CSR exists. To be eligible, the end user must be a residential customer with working Wholesale Advantage voice service from the same provider submitting the order for DIRECTV® service, or place orders for such service concurrently.
-
- Q : Does the Wholesale Advantage Customer have to submit a Local Service Request (LSR) to order DIRECTV® Service through Verizon Partner Solutions?
-
A : No. The end user must be an existing residential Wholesale Advantage voice or Wholesale Advantage voice and data customer prior to requesting DIRECTV® service through Verizon Partner Solutions, or place orders for such service concurrently. An LSR is required to migrate or establish Wholesale Advantage voice or Wholesale Advantage voice and data. However, the DIRECTV® service is not ordered via an LSR. It is ordered via Verizon's DIRECTV Ordering Tool that is found by selecting the banner within LSI in Verizon East. The DIRECTV Ordering Tool banner is located on the Order screen in WISE. In LSI, it is found on the LSR Processing Screen, once the LSOG version is selected.
-
- Q : What information will be needed in order to populate an order for DIRECTV® service?
-
A : The Wholesale Advantage Customer should be in real-time communication with their end user (e.g. by phone) while taking the order for DIRECTV® service. Initially, the end user's home telephone number will be needed (or a valid can be reached telephone number). Additional information will be captured and communicated on an interactive basis as the order is placed, including address information, equipment selections, credit information and installation appointment preferences.
-
- Q : Who does the Wholesale Advantage Customer contact with questions on how to order DIRECTV® service once a contract has been signed?
-
A : Please detail those questions in an email to Partner Solutions Customer Care (PSCC) at wholesalecustomer.carecenter@verizon.com.
-
- Q : Who does the Wholesale Advantage Customer contact regarding systems issues or availability issues experienced while placing an order through the DIRECTV Ordering Tool?
For example: Cannot see/use the link to the DIRECTV Ordering Tool DIRECTV Ordering Tool screens not functioning properly System outage Slow response time-
A : The Wholesale Advantage Customer would contact Partner Solutions Customer Care (PSCC). A customer should enter a trouble ticket online through the LSI and WISE CLEC Self-Service Ticket Entry Tool. The Ticket Entry Tool is located under Tools on the main menu screen. All customers with access to LSI and WISE have access to the CLEC Self Service tool. This tool is designed to allow customers to report troubles and create trouble tickets without calling the PSCC.
During normal business hours, Monday through Friday, a ticket submitted through the CLEC Self Service tool will reach an agent. Tickets submitted outside of those hours will be processed on the next business day. Please refer to the "Hours of Operation" section in the "About This Tool" document for additional after-hours information.
For additional information regarding Trouble Ticket processing, refer to the PSCC Functions and Services Documentation.
-
- Q : Where can the Wholesale Advantage Customer who has a signed Wholesale Advantage DIRECTV® service agreement find product information for DIRECTV® service?
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A : Product information can be found within DORIS, which can be accessed through the DIRECTV Ordering Tool. Once you have signed your agreement with DIRECTV, they will need your IP address in order to provide you access to DORIS. If you experience trouble using DORIS and have confirmed it is not an internal system problem, send an e-mail detailing your trouble, including your IP address, to directvsupportcenter@directv.com.
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- Q : Where can the Wholesale Advantage Customer learn about DIRECTV® services?
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A : The Wholesale Advantage Customer will have access to DORIS, a Web site that has product information from DIRECTV including programming packages and channel line-ups. DORIS can be accessed from within the DIRECTV Ordering Tool. If the DORIS link does not come up when clicked within the DIRECTV Ordering Tool, send an e-mail detailing your trouble to directvsupportcenter@directv.com with your IP address information.
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- Q : What is DORIS?
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A : It is a DIRECTV online resource tool that is accessible to Wholesale Advantage Customers. It contains information about DIRECTV products and services including programming packages, equipment, billing information, required call components and channel line-ups. If you experience problems using DORIS and have confirmed it is not an internal system problem, send an e-mail detailing your trouble to directvsupportcenter@directv.com with your IP address information
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- Q : Where can a Wholesale Advantage CLEC find a list of jacks that may be installed at their end user's location?
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A : Please see the Platform POTS USOC Guide(Verizon East)
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- Q : Where can a CLEC find a list of jacks that may be installed at an end user's location?
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A : For Wholesale Advantage lines eligible for Inside Wire Installation and Repair Service, please see the Wholesale Advantage POTS USOC Guide (Verizon East)
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- Q : During an installation of inside wire and/or jacks, can a CLEC's end user request additional jacks or modify a service order once the Verizon technician is at the end user's premises?
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A : Yes, the CLEC's end user may request additional jacks or modify the service order when such end user is having inside wire and jacks installed. A CLEC's end user should contact the CLEC to verify whether there is a change in the original price quoted to the end user. If the end user is having repair work done, they will need to contact the CLEC to schedule the additional work.
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- Q : What is a Work Authorization/Completion Acknowledgement (WA/CA) form or the Premise Work Invoice (PWI) form?
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A : The WA/CA form (also known as a PWI form) is not a bill but a document that states the work completed by the technician that was requested by the CLEC. The end user will be asked to sign the form, as part of normal Verizon process, to indicate that the end user was satisfied with the work performed.
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- Q : Where can a CLEC find information on initializing Wholesale Advantage Voice Mail?
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A : Verizon has provided this information in the Wholesale Advantage Voice Mail Service Offering page.
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- Q : Where does a Wholesale Advantage Customer find the DIRECTV Ordering Tool?
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A : In LSI (Verizon East), it is found on the LSR Processing Screen, once the LSOG version is selected. Only CLECs with effective Wholesale Advantage DIRECTV service agreements may access the DIRECTV Ordering Tool.
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- Q : Will I require a new password to access the DIRECTV Ordering Tool?
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A : Wholesale Advantage Customers will not need new passwords for the DIRECTV Ordering Tool, but will login only to LSI or WISE.
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- Q : Who does the Wholesale Advantage Customer contact to begin ordering DIRECTV® service through Verizon Partner Solutions?
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A : Please contact your Verizon account manager and request an overview. Your account manager will provide you with the necessary information.
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- Q : Will the Wholesale Advantage Customer receive any notification of orders placed?
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A : Verizon will send an email to the Wholesale Advantage Customer confirming details of the order submitted to DIRECTV, including an order number, a description of the items ordered and the scheduled installation date (if available). These emails are intended to be sent to the Wholesale Advantage Customer placing the order rather than to the end user, and will be issued to the email address entered on the order. The Wholesale Advantage Customer should ensure the correct email address is entered. DIRECTV may also contact the end user to confirm installation appointments.
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- Q :Who does the end user contact if he wants to reschedule a DIRECTV installation appointment?
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A : The end user would contact his local telephone service provider, the Wholesale Advantage Customer, who would then use the DIRECTV Ordering Tool to reschedule the appointment, up to 48 hours prior to the currently scheduled appointment. Requests to reschedule appointments after that time should be made to DIRECTV at 1-888-355-7530.
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- Q :Who does the end user contact if he has questions or issues selecting or changing DIRECTV programming packages?
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A : If the changes are desired during initial installation, he should discuss this with the DIRECTV installer while he or she is on the premises. If the changes are requested after initial installation, he would contact DIRECTV at 1-800-531-5000 or visit www.directv.com and select "Manage Your Account."
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- Q :Who does the end user contact if he has DIRECTV billing questions or if he disputes a bill from DIRECTV?
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A : He would contact DIRECTV at 1-800-531-5000 or visit www.directv.com and select "Manage Your Account."
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- Q :Who does the end user contact with questions or issues concerning DIRECTV equipment?
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A : He would contact DIRECTV at 1-888-355-7530.
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- Q :Who does the end user contact with questions or issues concerning DIRECTV equipment?
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A : He would contact DIRECTV at 1-888-355-7530.
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- Q : Who does the end user contact about the status of their order for DIRECTV® service?
- FUSF Exemption FAQs
- Q : What is the Federal Universal Service program?
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A : The Federal Universal Service program is designed to ensure affordable telephone service for customers throughout the United States. This program also provides support to schools, libraries, and low-income households. You can find information on the program on the FCC's website: www.fcc.gov.
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- Q : How is the Universal Service program funded?
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A : Carriers fund this program by contributing an FCC-designated percentage of eligible revenues to the Federal Universal Service Fund (FUSF).
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- Q : What is Verizon's Federal Universal Service Fund surcharge?
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A : The FCC permits Verizon and other carriers to recover its FUSF contributions in the form of a FUSF surcharge. Verizon exempts customers from paying the FUSF surcharge if the customer satisfies specific exemption criteria.
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- Q : Is the FUSF Surcharge applied to all Verizon customers?
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A : No. Customers who resell Verizon's services and who are direct contributors to the FUSF may qualify for an exemption from the surcharge through Verizon's FUSF Exemption Certification process.
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- Q : What is the current process for obtaining an Exemption Certification?
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A : For Verizon Telecom customers, Verizon has an on-line exemption process that is open to interstate Special Access Carriers and Local Exchange Resellers. Carriers that have submitted valid online exemption certifications are not assessed the FUSF surcharge on the interstate special access services they purchase from Verizon. The link to the process is: https://www22.verizon.com/wholesale/access/systems/fusfexemption If you have questions on the Verizon Business FUSF exemption certification process, please send an e-mail to: fusf@verizon.com
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- Q : Why would a Local Exchange Reseller need to obtain an Exemption Certification?
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A : Verizon bills local exchange carriers the federal subscriber line charge (SLC). Verizon is required to contribute to the FUSF on SLC revenues. As a result, Verizon is entitled to recover its FUSF costs from local exchange resellers through the FUSF surcharge. Qualifying local exchange resellers, however, may obtain an exemption certification. Local Exchange Resellers may certify specific Access Carrier Name Abbreviation (ACNA) for FUSF exemption at: FUSF Exemption
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- Q : How does a customer qualify for an Exemption Certification?
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A : To be eligible for an exemption from Verizon's FUSF surcharge for a particular category of service, a customer must: (1) have an FCC Form 499 Filer ID number; (2) resell services in the form of telecommunications or interconnected Voice over Internet Protocol; and (3) contribute directly to the FUSF (or resell exempted services to customers who are themselves FCC Form 499 worksheet filers and a direct contributors to the FUSF).
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- Q : What if I don't have a valid Form 499 Filer ID associated with the accounts I would like to certify?
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A : If you do not have a valid Form 499 Filer ID associated with an account, that account is not eligible for a FUSF surcharge exemption.
You can learn more about Form 499 Filer IDs by contacting the FCC or going to its website: www.fcc.gov
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- Q : What is the timeline for certification?
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A : Local Exchange Resellers and Switched Access carriers must apply for an exemption certification during the period from April 25, 2014 through May 23, 2014. Surcharges will appear after May 23, 2014 on those accounts that are not certified during this period. After May 23, 2014, the website will continue to be available for new exemption certifications and modifications to existing certifications.
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- Q : Will I be able to certify all of my BANs and ACNAs?
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A : Yes. All ACNAs and BANs associated with your User ID and password should appear on the portal with the exception of any newly established accounts. If you have previously certified at the BAN level, any newly established account will be reflected in the portal within 24 hours of the account being established. Once the newly established account(s) shows up in the portal, you may then perform the exemption certification. If you have previously certified at the ACNA level, any newly established accounts under that ACNA will automatically be exempted by the exemption certification system.
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- Q : What if I do not submit a FUSF Exemption Certification by the May 23, 2014 deadline?
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A : If you do not submit a FUSF Exemption Certification by the May 23, 2014 deadline, the FUSF surcharge will be applied to those ACNAs and/or BANs that are not exempted.Verizon will not make any adjustments to the FUSF surcharges assessed to these accounts.
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- Q : Who can access the system and certify the accounts?
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A : Only users with valid usernames and passwords specific to FUSF Exemption Certification can access the website. Application users are determined and validated by a Customer User Administrator (CUA) at your company. Both FUSF application users and CUAs can register online for access to the FUSF Exemption Certification site.
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- Q : How do I apply for a user name and password?
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A : You must register online for a secure username and password for the FUSF Exemption Certification application by completing the Wholesale User ID Request Form. In order to complete this form, you will need to contact the Customer User Administrator (CUA) at your company. The CUA will provide the URL and company authorization code required for you to complete the Wholesale User ID Request Form.
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- Q : What is a Customer User Administrator (CUA) and how do I register to become one for my company?
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A : What is a Customer User Administrator (CUA) and how do I register to become one for my company?
A: A Customer User Administrator (CUA) is someone designated by your company to validate and approve FUSF Exemption Certification application users on behalf of your company. In order to be registered as a CUA, access this website: https://www22.verizon.com/wholesale/secure/register/form.jsp and submit the information requested. CUA's must supply a unique company authorization code and at least one valid ACNA for your company. There must be at least one CUA at your company before any other application users can register for a username and password. CUAs will also be registered users of the FUSF Exemption Certification website.
If you are unsure of what your company authorization code is, please contact connectivity.management.team@verizon.com and provide the following:
- Company name
- ACNA
- Sample BAN you are attempting to exempt
- Q : How do I register as a user if I haven't received the Wholesale User ID Request Form URL?
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A : If you would like to register as a CUA, please send an email to FUSFIDApplication@verizon.com and request this information. You will need to provide your name, title, phone number, address, email address, the name of your company, as well as your supervisor's name, title phone number and email address.
Once a CUA has registered for your company, he or she should communicate the information to other employees who will register as application users.
- Q : I do not have responsibility for all the ACNAs and BANs associated with my company. Can I share responsibility with others in my company?
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A : Yes. The website will track all exemption certifications as well as the names of individuals submitting each certification. If a BAN or ACNA appears to have been certified incorrectly by someone else from your company, you will have the opportunity to override their submissions
- Q : What if I need to go back and edit something I have already updated?
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A : You will be able to continue making changes to existing data and/or enter new data even after you have updated. If you attempt to change the exemption status for an account that has already been certified by another application user from your company, you will be prompted to review your choice and you will be notified that you are changing another user's request. The changes to existing data will be processed by Verizon within 48 hours of receipt. If your company has multiple representatives assigned to submit FUSF Exemption Certifications, you may wish to periodically return to the website to check on the current exemption submissions for your company's ACNAs and/or BANs.
- Q : Is there a "timeout" on the system for inactivity and, if so, what happens if a timeout occurs?
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A : The system will time out after 15 minutes of continuous inactivity. If this occurs, you will need to sign in again to access the application. Your data will not be saved unless you clicked the "submit" button prior to the timeout.
- Q : Who do I contact if I have issues?
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A : Contact your Account Manager for assistance with the website and any questions you may have.
- Q : What if I can't find an ACNA/BAN I think should be on my list?
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A : Contact your Account Manager.
- Q : What if there are ACNAs/BANs listed on my account that do not belong there?
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A : Contact your Account Manager.
- Q : What if I believe I completed my certification, but the website does not reflect it?
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A : Contact your Account Manager.
- Q : What hours/days is the web available for updates/revisions?
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A : 7 a.m. - 8 p.m. ET, Monday through Friday.
- Q : When will the exemption certification be reflected on my bill?
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A : For local exchange resellers and switched access resellers that are billed the PICC, billing for the FUSF surcharge will not begin until sometime after May 23, 2014. If a carrier submits the FUSF Exemption Certification between April 25, 2014 and May 23, 2014, the FUSF surcharge will not be billed.
- Q : I received the message "Please speak to your Verizon Account Manager to help determine whether there are any ACNAs/BANs on your account that may be certified as exempt from the FUSF surcharge." What does this mean?
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A : This message may occur for users set up with only partial access to an ACNA. Another user with access to the entire list of BANS for that ACNA may have certified at the ACNA level thus overriding your ability to certify specific BANS.
Another possible reason for this error message is that your User ID was set up with ACNAs that have no BANs eligible for exemption.
Please contact your Account Manager to make sure that User ID is set-up with the proper ACNAs/BANs.
- Q : Will I able to receive an account adjustment if I fail to complete the certification exemption by the May 23, 2014 deadline?
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A : No. Verizon will not provide retroactive billing adjustments. When Verizon receives an Exemption Certificate, it affects going-forward billing only.
- Q : Can my company receive an Exemption Certification if each entity to which it provides resold telecommunications is itself an FCC Form 499 worksheet filer and direct contributor to the FUSF?
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A : Yes.
- Q : Can a carrier lose its exemption from Verizon's FUSF surcharge?
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A : Yes. Verizon will verify that a carrier's status as a FUSF contributor though the FCC's website. If your company has submitted a FUSF Exemption Certification but is not identified on the FCC website as a contributor, Verizon will remove the surcharge exemption.
- Q : How often will Local Exchange Resellers and Switched Access carriers be asked to recertify?
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A : The FCC requires an annual certification process.
- Q : Do I need to upload to Verizon all of the BANS I believe should be exempted from the FUSF surcharge?
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A : The FUSF Exemption Certification website is a secure site with links to Verizon's wholesale billing systems. With a secure username and password, you will be presented with ACNAs and BANs associated with the company under which you registered. You will be required to select those ACNAs or BANs you believe should be exempted from the FUSF surcharge.
If you do not see an ACNA or a BAN that you think should be included in the recertification, please contact your Account Manager for additional research.
- Q : ASRs now require carriers to indicate whether a circuit I am ordering is exempt from the FUSF surcharge. Why?
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A : In January 2014 Verizon implemented a requirement for population of the FUSF field on the ASR. All circuits must be identified as FUSF exempt or non-exempt in the FUSF field of the ASR at the time of ordering. The FUSF exemption status provided for the circuit on the ASR will take precedence over the BAN or ACNA level exemption entered in the Verizon on-line exemption site. Identification of FUSF exemption status on the ASR does not eliminate the requirement for annual FUSF exemption certification. All carriers must continue to certify their exemption status on an annual basis (April 25 - May 23 for the 2014 annual certification period).
- Q : What if my BAN(s) contain a mix of exempt and non-exempt circuits?
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A : In conjunction with the FCC's Reseller Clarification Order of 2014, Verizon began application of circuit-level exemption status for Special Access customers in December 2013. Carriers should certify any mixed-use BANs as FUSF exempt and provide separate notification to Verizon of any circuits within those BANs that should be subject to FUSF surcharge. If you completed and returned the "Worksheet 2" attachment to Verizon's special FUSF exemption notice of October 2013, Verizon will continue to consider all circuits you identified as non-exempt as eligible for FUSF surcharge application. If you did not complete the "Worksheet 2" attachment list of non-exempt circuits within exempt BANs/ACNAs and need to do so, please contact your Account Manager or email Verizon at vzfusfverification@verizon.com.
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- Q : What is the Federal Universal Service program?