Introduction Authenticate two (2) Security Questions OR the CPNI PIN and one (1) security question before discussing or changing any applicable CPNI and PII-protected information; customers cannot opt out of CPNI verification  The Following is Not... Read More

Introduction When an eero is offline, you may see: An API failure error in BOLT A missing eero tabin Merlin  FAILED -- The modem is not detecting a connected eero MAC address. The eero MAC must appearin the client list on the Router Tab. ... Read More

Introduction It is normal for two ethernet cables to connect an all-in-one modem and an eero; these cables allow for the all-in-one to provide MoCA  This setup is unique to all-in-one gateway modem and should not be used with stand-alone... Read More

Introduction Power cycle the eero Whole Home Network in the specific order listed belowIt is normal for there to be two ethernet cables going between a 3-in-1 and eero. This allows for MoCA service and Eero to provide routing to an additional 2... Read More

Self-Service Support Alert: this article is available for customers on help.astound.com Introduction A Force Connect renews the TiVo's network connection for Guide Data, OnePass scheduling, Appsand VOD  Force Connect may take up toÂ... Read More

Ask the customer to verify the TiVo TSNand CableCARD information  To find the TiVo TSN:   4 Tuners, 2 Tuners, Single Tuners, and Minis on TiVo Experience 3                 Go to TiVo Central| Settings & Messages |... Read More