Introduction Follow these guidelines before submitting a BOLT Case to Dispatch  Verify there is an appointment in the system For Unresolved / Repeat Issues and Tech Go Back, also verify a tech visit occurred  Create a BOLTÂ... Read More

Self-Service Support Alert: this article is available for customers on help.astound.com Resolution Steps Set up, access and maintain your MyAstound account at https://my.astound.com/login   With MyAstound, you can   View a copy of the... Read More

Resolution Steps Which adjustments do I use first to retain the customer?A great place to start with any call about price increases or retention is the Simon article Retention Options for the retention process. It outlines how best to handle these... Read More

Introduction To ensure successful paperless billing setup, an account must have: An active Selfcare account    A valid preferred email address Important Notes for Bill Handling:   Authenticate 2 Security Questions OR the CPNI PIN and... Read More

Introduction Charges are removed during nightly processing; however, it may take up to 48 hours   Equipment Removed/Returned in Error Please see Serial Numbers, MAC Addresses and Equipment Removed in Error Issues Resolution Steps Equipment... Read More

Introduction Equipment Return Information All equipment with an MRC must be returned; see full list of equipment charges, here  To avoid unreturned equipment charges, our equipment must be returned prior to, or on the day services are... Read More

Introduction Effective September 14, 2023, the Selfcare Tool is no longer used.  To manage Selfcare, click on General Ledger / Selfcare tab in BOLT  Astound Selfcare uses https://my.astound.com/login for its main web URL A geo-location cookie... Read More

Introduction Quick Tips: Only use ICOMS to issue an adjustment when BOLT is down  Do not apply an adjustment that will result in services charged being less than zero  Use the scheduled adjustment process for an automatic month over month... Read More

Important: Do not use the first Step (BOB) & the last Step (All-In Pricing) at the same time on an account First Step: Review and Probe   Step 2: Use Special Retention BOBs to reduce the rate   Step 3: Remove any LOB not being... Read More

  Resolution Steps Letters Informational letters are sent for rate adjustments, promo roll-offs, collections, bulk changes, etc.  CPNI letters are sent when any of the following changes are made to an account  Phone Number change ... Read More