Introduction Consent Decree – Bill Message for Washington Important News About Your Account Our company recently entered into a Consent Decree with the Washington state Attorney General. We expressly denied the State’s allegations and any... Read More

Introduction Any Pending Work Order for the speed upgrade and modem codes should not be cancelled If the order does need to be canceled, escalate to a Lead to make the local market aware Resolution Steps PA Speed Increase Project Talking Points ... Read More

Introduction This article provides information on how to assist a customer in Collections statusUpdate: 12/01/2021 - Washington DC (Co 81 only) residential and small business telephone and data customers Financial forgiveness for phone... Read More

Introduction Effective October 1, 2023, new Core Data Service Codes are required on all Site 48 accounts due to Code Standardization This BOLT flash message displays when Core Data Service Codes must be added on an account in non-pay... Read More

Introduction Special Instructions for Site 48 Effective October 1, 2023: Service Code Standardization For new installations and upgrades, service codes for Modem service and Dynamic IPs must be manually added When a Data package is chosen,... Read More

Introduction Mobile Phone: A credit check is not required for mobile; if a customer fails credit for other services, it does not impact mobile service or mobile credit limits at this time To determine when a credit check and deposit is required,... Read More

Introduction Use when a customer requests to start or to stop a service on a future date Future Start Date cannot be more than 60 days out Resolution Steps When Services are Pending and the Future Start Date is Today Do not wait... Read More

Self-Service Support Alert: this article is available for customers on help.astound.com Resolution Steps Astound Broadband Policies and DisclaimersAstound Broadband Privacy Policy Internal Information Privacy Notices are specific to each... Read More

Introduction When a payment center is closed for unforeseen events: Any payment center drop box payments are applied by next business day Important Notes: IVR balance updates the next business day after the payment has processed ... Read More

Introduction This process applies to CA, OR and WA: change bill frequency on all prepaid accounts  DC Metro, IL, NY, MA and PA: change Dial-Up bill frequency  Also includes a small number of older accounts with grandfathered McAfeeÂ... Read More