Skip to Content

Self Install Kit Issues / Not Received - Article no. 5687

Estimated Reading Time: 1 Minutes
28   November 23, 2023  Data Equipment - Reference Articles 0

Introduction

  • Remind the customer that it takes up to 5 business days for a Self-Install kit to arrive

  • This excludesholidays and weekend days

  • FedEx is our shipping vendor; direct customers to  fedex.com/to track their package

Resolution Steps

Expand All | Collapse All

 Tracking Number is Available

  • A tracking numberfor the Self Install Kit is sent to the customer's preferred email address
     
  • The tracking number is typically noted in the 2nd line of the Work Order (i.e. Fed123456789)
  • To track a package, enter thetracking number on the FedEx website
     
  • The package status activity updates as changes occur up to and including date, time and place of delivery

 Tracking Number is Not Available

  • When a self install work order is entered incorrectly, a tracking number does not displayin the account
     
  • Verify the self installwork order was entered correctly; check the following:
     
    • FLLWP quota used
    • Correct One Time Charge was used
    • Work Order has correct Service Codes
  • Enter a new work orderwhen confirming the self install work order was entered incorrectly

 Self Install Order Entered Correctly - Self Install Kit was Not Delivered

 

  • Internal Call Center Agents:  email leads@astound.comwith the account number and details for follow-up
     
  • Outsource Partners: email relations@astound.comwith the account number and details for follow-up

 Self Install Kit not working after Installation

  • Try to help the customer using the Setup Guide they received:\
Not Rated
Self Install Kit Issues / Not Received - Article no. 5687
Estimated Reading Time: 1 Minutes   November 23, 2023 0

  • COMMENT