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Introduction Sports Package Refund Information Removing a Sports Package service code does not generate a credit When a Sports Package is cancelled, a customer is ineligible for any refunds (prorated or otherwise) Exceptions are at aÂ... 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 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

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

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

Resolution Steps DC Metro, IL, MA, NY and PA Handwritten LedgerGrande TX Handwritten LedgerenTouch TX Handwritten LedgerCA, OR and WA Handwritten Ledger   Read More