Reference article

Introduction IPTV is a Data product; always troubleshoot the modem and its connection to the IPTV device before troubleshooting the IPTV device If the IPTV box was moved to another location, network, or account, ask the customer toÂ... Read More

Introduction Please Note: WOW TV+ boxes are IPTV boxes; they should not be confused with WOW Ultra Boxes! Customers should NOT be returning Ultra boxes to WOW; only WOW IPTV boxes.   Resolution Steps On Tuesday, 6/28/2022, former WOW... Read More

Self-Service Support Alert: this article is available for customer self-service on help.astound.com Introduction When an IPTV box is in standby mode (screensaver) it may go out of this mode due to a power surge to the home or when an Emergency... Read More

Resolution Steps The information below touches on Frequently asked information. To see all information, go to nDVR FAQs and Instructions - A Complete Guide   nDVR is Network DVR, a.k.a. Cloud based DVR. This service provides you with the ability to... Read More

Introduction Verify channel was not moved, removed or renamed  Note: programming may be changed at any time by the channel (i.e. from Bounce TV to Me TV) We have no control over programming changes The channel is not obligated to tell us of... Read More

Self-Service Support Alert: this article is available for customers on help.astound.com Resolution Steps Check all connections and make sure they are finger-tight If a cable won't connect when attempting to tighten, you may need to... Read More

Introduction Equipment Return Information All equipment with an MRC must be returned; see full list of equipment charges, here  To avoid unreturned equipment charges, our equipment must be returned prior to, or on the day services are... Read More

Introduction Installation and Repair Policy for: Cable, Phone and Internet: All Markets  Home Security: enTouch TX  Astound Mobile Phone   Read More

Introduction Use when a customer requests to start or to stop a service on a future date Future Start Date cannot be more than 60 days out Resolution Steps When Services are Pending and the Future Start Date is Today Do not wait for... Read More

Important: Do not use the first Step (BOB) & the last Step (All-In Pricing) at the same time on an account First Step: Review and Probe   Step 2: Use Special Retention BOBs to reduce the rate   Step 3: Remove any LOB not being... Read More