shekhar-retail@teamhgs.com

Self-Service Support Alert: this article is available for customers on help.astound.com Resolution Steps Sign in to Usertools with your User ID and Password  Select Reactivate your email address  Click the Turn my email back on! button... Read More

  Resolution Steps Send all Spam and Abuse issues to abuse@astound.net for follow-up Advise the customer to mark the email as Spam, then delete the email  If the Mail Spam service identifies a spam fingerprint in an email, the messageÂ... Read More

Introduction Any email account from DC Metro, IL, MA NY and PA that is not accessed for 6 consecutive months will be inactivated (suppressed) These accounts carry the warning of: "This email address is flagged as 'closed' in the mail... Read More

  Resolution Steps   Check the Username on the Cable Diag page in Webtools Check the Mail Forwarding section for any addresses under the Source and Target headers When addresses appear, mail forwarding exists Go to Usertools to... Read More

Introduction   Legacy email accounts like erols.com and starpower.net need special settings to receive email addressed outside those domains   Resolution Steps Strict Delivery is ON by default   Log in to UserTools with the... Read More

  Resolution Steps If you encounter a customer in the PA or DC markets with a Motorola DCT700 converter that will not power on, follow these simple steps to take care of your customer: Verify the Serial Number  / TSN Number  Ask the... Read More

  Resolution Steps Remove any of the following characters from the account name in ICOMS1 2 3 4 5 6 7 8 9 0 < > , " & '  Ensure a Sub Account exists on the account  Troubleshoot the remote control and try the VOD again  Verify... Read More

  Resolution Steps Expand All | Collapse All TiVo Remote Controls Refer to Remote control Manuals to program the Remote for your device: CA, OR, and WA DC, IL, IN, MA, MD, NY, and PA TX TiVo does not respond to Remote commands ... Read More

Introduction Customers MUST have an ICOMS Sub Account created in order to view VOD. When a sub account does not exist, a message appears on the BOLT VOD Tab: Access ICOMS and create Sub Account (SB)   Resolution Steps ICOMS Sub Account (SB... Read More

  Resolution Steps Press the Channel Up button on your remote to move off the VOD home page  Power cycle your converter box  Verify the Serial Number  / TSN Number  If the issue persists, click the Create Work Order or Technical Case button... Read More