Data Equipment - Reference Articles

Introduction Accounts are flagged in BOLT and ICOMS when the customer's address is part of an outageMerlin red error messages  do not mean the customer may be part of a declared outage When an account is flagged as having an outage or... Read More

Troubleshooting Intermittent Internet Connections 4 months ago | Article no. 5313 Introduction Non-GPON Symmetrical (formerly Wave G) in CA, OR and WA: Follow troubleshooting steps, except power cycle modem and access Merlin.  If a Non-GPON... Read More

Introduction Non-GPON Symmetrical (formerly Wave G) in CA, OR and WA: Follow troubleshooting steps, except power cycle modem and access Merlin.  If a Non-GPON Symmetrical (formerly Wave G) customer experiences disconnections at regular intervals... Read More

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 verificationWith a... Read More

  Introduction Accounts are flagged in BOLT and ICOMS when the customer's address is part of an outage Merlin red error messages do not mean the customer may be part of a declared outage When an account is flagged as having an outage or... Read More

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

Self-Service Support Alert: this article is available for customers on help.astound.com 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... Read More

Introduction Remind the customer that it takes up to 5 business days for a Self-Install kit to arrive This excludesholidays and weekend days FedEx is our shipping vendor; direct customers to  fedex.com/to track their package Resolution Steps... 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