The Federal Communications Commission (“FCC”) has added rules regarding Customer Proprietary Network Information (“CPNI”) to assure that companies provide CPNI only to authorized parties, effective as of December 8, 2007. CPNI is information obtained solely because of the TPx-customer relationship about a customer’s telecom services, such as the products and features used, monthly revenue, total minutes of use, call detail and frequently called numbers.
CPNI does not include directory information such as name, address and phone number, nor does CPNI include information about non-telecom services, such as equipment or internet access.
Frequently Asked Questions
What is TPx doing about these changes?
TPx is requesting identification from callers and matching that information with authorized user information on the account.
What happens if a non-authorized user calls into TPx?
The call recipient may do one of the following:
- If there is no Customer Contact Authority (CCA) information listed on the account, the TPx representative will determine who the customer’s Primary Account Authority should be, call the customer back at the number listed on the account and get the necessary CCA information.
- If there is a Primary Account Authority listed on the account, the TPx representative will E-mail the Primary Account Authority at the e-mail address listed on the account and request their approval to add the caller as an authorized customer or third party contact.
- If the customer can provide call detail information, TPx can discuss the call detail information provided by the customer.
- If the caller wants to report trouble on a service, the Reliability and Repair Operations Center (RROC) can take the trouble report from anyone. If the trouble resolution requires any type of change to the service, e.g., add or remove a blocking or other feature, add or remove call forwarding, etc., the caller must be an authorized contact on the account. If the caller is not an authorized contact on the account, the TPx representative will take one of the preceding actions to get the necessary CCA information and/or get approval to add the caller as an authorized contact.
What happens if my company wants to change its account contact?
The inbound caller must have authorization to gain access to customer account information. The authorized account contact must contact Customer Care at 888-777-5802.
What if I need more information?
Please call Customer Care at 888-777-5802.