Billing

Introduction Customers MUST have an ICOMS Sub Account created in order to view VOD. When a sub account does not exist, a message appears on the BOLT VOD Tab: Access ICOMS and create Sub Account (SB)   Resolution Steps ICOMS Sub Account (SB... Read More

  Resolution Steps   Locate the equipment on the ICOMS Customer Equipment Maintenance [BX] screen  In the Room field, press F4 and select Equipment Room  Highlight the location, press Select and then OK  Go back to the Customer... Read More

Introduction   Credit Compliance cancels installations for the following reasons: Prior account with a write-off balance  Payment in full is needed for a write off balance that is associated with the applicant's name   Customer isÂ... Read More

  Resolution Steps In BOLT Customer search, search by name, phone or address  Non-customer information appears in the Offnet Prospects and Non-Customers area (this section is below Active, Former and Never accounts)  Click the RT case... Read More

Introduction The Occupant Code is the last two digits of an account number, after the dash This number represents a service instance at that location Occupant Codes are incremented when  A new customer moves in Processing an account... Read More

Introduction In all markets, if a customer indicates they filed for Bankruptcy, copies of their paperwork may be sent:  Email:           bankruptcy@astound.com Fax 570-270-1498     Mail: Astound Broadband   Attn:... Read More

  Introduction   This process is for creating new dial-up only or web hosting accounts in Site 91 only. It is not for Creating addresses for Cable, Phone or Internet Service (Cable Modem or Ethernet)   Before You Start, verify the following: Â... Read More

  Resolution Steps   Use these lists to schedule line of business installations when taking a deposit Please be aware that if the customer is Porting a Telephone number from another company, Port-Out Scheduling overrides this chart   Method... Read More

Self-Service Support Alert: this article is available for customers on help.astound.com Resolution Steps   Login to Usertools with your username and password  Under Advanced Options, click Email notification preferences  Place a... Read More

Introduction Important: Equipment charges on a Pending Reconnect work order are automatically adjusted once the account is reconnected Return a customer owned modem if the customer no longer subscribes to BYOM  ICOMS: select Display Customer... Read More