• If a customer's account balance falls to $0.00 or below, a 650_01 DNP transaction is prompted automatically by the system
  • If the customer does not charge up the account to a positive balance by 11am CST, the DNP transaction automatically leaves the system
  • If the customer charges up the account AFTER the DNP order is accepted by the TDU, the DNP calendar is reset.
  • Service cannot be disconnected within 24 hours after a charge up is made.
    • For example, John Smith's account balance is -$1.34 after billing is processed on June 13.
    • His service is disconnected for non-pay on June 13th.
    • John charges up his account on June 13 (AFTER the disconnect order is sent, received and accepted by the TDU) with a $5 recharge making his new balance $3.66.
    • On June 14th after charges are processed his account balance is -$0.63.
    • The customer's service is NOT at risk for disconnect on June 14th despite the negative balance.
    • We cannot execute a disconnect on June 14 because a charge up had been made within 24 hours (on June 13).
  • The GridLink system will automatically remove the account from the DNP list on June 14th since it is disqualified from DNP.
  • DO NOT inform customers of DNP Timeline Reset
  • If a customer calls/chats in and asks if his/her service is up for disconnect due to a negative account balance and there is no DNP order. Use the following script:
    • Wow, today’s your lucky day … our robots fell asleep and forgot to send your disconnect. Please recharge before 11am tomorrow to avoid being disconnected tomorrow - we’ve given the robots plenty of redbull so they’ll be awake to do their job. Thanks for being a Pogo customer!