Introduction Multi-Gig service is available wherever it is indicated as such by an appropriate serviceable status. Resolution Steps Expand All | Collapse All    What is 1200 Mbps? 1.2 Gigabits per second (Gbps) is 1200 megabits per second (Mbps)... Read More

Introduction Modem Offline Merlin Errors: STARTCONFIGFILEDOWNLOAD MAC address was not found onWave, Grande or RCN networks  Device not registered on the Network Headend Provisioning Does Not Existfor this MAC  Entered MAC is not... Read More

Introduction This procedure is to reprovision the Data portion of the equipment Resolution Steps Reprovision a Cable Modem Go to the Customer Equipment Maintenance [BX] screen Highlight the modem and click the Remove Occurrencebutton  On the... 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

Introduction Fiber To The Homeor FTTH  is a revolutionary service offering all of our services over Fiber Optic Cables routed into the home. FTTH  service is delivered to customers through fiber by way of a device known as an Optical Network... Read More

Introduction The IPTV Tab in Merlin can show you the diagnostics of an IPTV box in question These areas of the IPTV tab should be considered when troubleshooting Resolution Steps IPTV Alert Messages ( top of screen in Red ) Box X####-####### out... Read More

Introduction After exhausting the troubleshooting of a Self-Installation Kit, we need to set up a technician visit to resolve the issue Be advised, the order below has a One Time Charge of $29.95to cover the Truck Roll/Tech visit. Inform your... Read More

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... Read More

Introduction This article is intended to be a simple technical comparison for Sales Purposes.   Resolution Steps   Eero                   Eero Pro 6 Eero Pro 6e Netgear Nighthawk Gaming Router           ... Read More

Introduction Note: If a customer has their own firewall software, that might be causing the issue - refer a customer to the firewall provider If customer complains of having to frequently power cycle, troubleshoot intermittent modem issue ... Read More