shekhar-retail@teamhgs.com

  Resolution Steps In WebTools, verify Dial is ON and the password authenticates   If the issue persists, click Create Work Order or Technical Case on the Work Orders Tab in BOLTFill out the information as described below and clickÂ... Read More

Introduction Static IP Address are available to Business Solutions customers across all Sites They are no longer available to Residential customers effective November 1, 2023  Existing Residential Static IP customers are... Read More

Self-Service Support Alert: this article is available for customers on help.astound.com Introduction Note: 3rd party VoIP provider (Vonage, Skype, etc) There is no reason to perform these steps if: Phone service is working The internet connection... Read More

  Resolution Steps Note: init(d) is not the same as online(d) Access Merlin through BOLT; bring up the customer's modem  Look for any indication (red) of an outage on the UBR   Click the Reboot button for the modem  Have the... Read More

Self-Service Support Alert: this article is available for customers on help.astound.com Resolution Steps Windows 10 (Release and Renew) Click on the Start icon magnifying glass (bottom left)  Type cmd in the search bar at the bottom  In... Read More

Resolution Steps Go to the Equipment Maintenance [BX] screen in ICOMS  Highlight the item and click the Port Occ Asgn button  On the Equipment Port Maintenance screen, select the data port and click the Swap Ctg/Occ button   ... Read More

  Resolution Steps   Verify if customer in abuse status   Change password on customer account   If customer is seeing this in third party email software, ask them to switch to IMAP   Ask customer to try emailing themselves   ... Read More

Introduction Before we resolve the abuse status we should do the following: Advise customer that we turned off their email to protect the security of the Astound network system  Assure the customer that once they have taken steps to secureÂ... Read More

Introduction DC Metro, IL, MA, NY and PA Webmail Users: Several features and functions in Webmail don't work as expected with Microsoft's Edge Browser or some newer versions of Internet Explorer  Resolution Steps Known... Read More

Introduction CHID is short for Change ID; these steps are for DC Metro, IL, MA, NY and PA customers, only  Email account status changes to forward email when Change Data User in ICOMS is used  If an ICOMS Data User is changed, and theÂ... Read More