Data Equipment - Reference Articles

Introduction Merlin red error messages are usually signal issues: A power cycle may only resolve the issue temporarily These often happen prior to an outage if one has not already been declared Resolution Steps   Upstream is in alarm for... Read More

Introduction Ethernet Overhead Ethernet is how we have delivered Internet service since Dial-up accounts. Ethernet connectivity is frequently referred to as 10/100 or 10/100/1000 Ethernet. These numbers indicate speed limits that Ethernet has... Read More

Introduction Residential Credit Policy: All MarketsSite 22: Massachusetts and Site 9 Co. 80: Anne Arundel special credit guidelines for brand new customers are in effect: Follow these credit guidelines for brand new customer sales in these... Read More

Introduction Change Privacy Settings only at a customer's request  Always use BOLT to change Privacy Settings, or verify a customer's existing settings  To stop solicitation from all companies, customers can add their name to... Read More

5 months ago | Article no. 1461 Internal Information   Expand All | Collapse All    Error 001: Transaction Sent 001 is equivalent of a Sent on phone transactions This is not an error code Appears in Site 44 accounts as a... Read More

Introduction Effective September 14, 2023, the Selfcare Tool is no longer used.  To manage Selfcare, click on General Ledger / Selfcare tab in BOLT  Astound Selfcare uses https://my.astound.com/login for its main web URL A geo-location cookie... Read More

4 months ago | Article no. 1858   All email addresses, account usernames, and passwords are protected by CPNI / PII authentication Authenticate two (2) Security Questions OR the CPNI PIN and one (1) security question before discussing orÂ... Read More

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

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 is working  Power cycling the cable modem in these instances will disconnect... Read More

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