Introduction Advisory Notice  Please refrain from giving the option of  "rcnrcn" or "grande123"  The BOLT password reset field auto-populates rcnrcn / grande123   Wave emails are generated via BOLT  Grande emails are generated via ICOMS... Read More

Introduction A statement is not received in these instances:   Disconnected accounts with a zero-dollar balance  Use Billing Ledger for Creating a Customer Statement for proof of payment requests on a final bill  Active account with a... 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... Read More

Introduction AR Category Codes must match the AR Adjustment Codes for adjustments processed in ICOMS  Resolution Steps To determine the oldest money in AR aging:  On the ICOMS General Ledger [GL] screen Press AR/Stmt on the left sidebar... Read More

Introduction Important Regional, Long Distance and International toll charge disputes are handled by front line Customer Care  These include per-call rates, calling plan rates and charge disputes for calls the customer claims not to have made  ... Read More

All Markets Except California, Oregon, Texas and Washington:   Spreading Sports Package Charges MLB Extra Innings NHL Center Ice NBA League Pass  NFL RedZone Spread One Time Charges for Installs and Service Changes (Truck Rolls) ... Read More

For Digital West customers, send an email to support@digitalwest.net and include the following information:  Contact Name  Daytime contact number  Details of the request When rescheduling a Transfer Order that does not include... 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

Resolution Steps   Solution, Problem, Finding, Not Done and Cancel Reason Codes Read More

Introduction Installations and transfers of service notifications  Customers are sent one notification:  If work order is entered after 8 pm and before noon the next day - notification is sent at noon If work order is entered after... Read More