CPNI
If you have questions about your Shawnee Telephone service, please review our Frequently Asked Questions. It’s likely we have addressed the issue here for your convenience.
Still have questions? It’s no problem; you can contact our friendly 24/7 customer service and tech support reps for prompt, courteous attention.
What is CPNI and why do I have to have a password to obtain my billing information?
I forgot my PIN, how can I get a new one?
I have not established a back up authentication question for my account, how can I do that?
In regards to CPNI, what is required of me in order to discuss my account with a Shawnee Telephone customer service representative?
What is CPNI and why do I have to have a password to obtain my billing information?
CPNI stands for Customer Proprietary Network Information. The FCC has implemented new regulations to protect the privacy of your information contained in your Shawnee Telephone account. The new regulations allow us to discuss account information with only the person(s) listed on the account. Also, we must be able to authenticate inquiring individuals by requiring a PIN or an answer to a backup authentication question.
I forgot my PIN, how can I get a new one?
Simply contact our Rosiclare office at 285-6511 or the Equality office at 276-4211 and request that your PIN be resent to you.
I have not established a back up authentication question for my account, how can I do that?
Simply contact our Rosiclare office at 285-6511 or the Equality office at 276-4211 and request a backup authentication questionnaire to be sent to you. Once you complete the form and return it to us, we will apply your responses to your account.
In regards to CPNI, what is required of me in order to discuss my account with a Shawnee Telephone customer service representative?
If you are simply dropping off a payment at an office and have your bill, a valid photo ID is not required. If you visit an office without your bill, you must be listed as an authorized person on the account and you must provide a valid photo id.
If you call one of our local offices, you must be listed as an authorized person on the account in question, and you will be asked to provide your PIN. If the correct PIN is given, we can assist you with any questions you may have. If you are not able to give the correct PIN, you will be asked to answer your backup authentication question. If the backup authentication question is correctly answered, we can assist you with any questions you may have. If you are unable to answer the backup authentication question, we will not be permitted to release any account information during the phone call. If a caller cannot provide the correct PIN or answer the back up authentication question, the only remaining option to assist the caller is for the Shawnee Telephone CSR to place a call to the phone number for the account in question and ask to speak with the person listed on the account. Once we reach an authorized person listed on the account, we can disclose account information
