Billing and Account Help

Introduction Work from Home Agents (internal agents only): instructions for Credit Card Payments Astound grants internal agents (this does not apply to outsource partners) the ability to input and process credit card payments while assigning... Read More

Introduction   Please Note: It may take 24 - 48 hours for a VOD order to show on an account Resolution Steps Expand All | Collapse All ICOMS Customer Sub Accounts [SB] screen  Click All Acct Activity on the left  Activity Date/Time... Read More

Resolution Steps Expand All | Collapse All Prorates Prorates are a portion of the full Monthly Recurring Charge (MRC)  For every prorate, there is a completed corresponding work order    When adding, removing or disconnecting... Read More

Introduction Business Rules: 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 verification  If... 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 verificationBill Copy Request... 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 verificationUsage and Restrictions ... Read More

Introduction If account is in jeopardy of being shut off in the next 5 days due to the missing payment  place a payment arrangement on the account while the missing payment is located to avoid suspension Resolution Steps Expand All | Collapse... Read More

Introduction This online database helps you see if an unknown address is serviceable, to get an apartment or house number corrected, or to add a roommate account to an address. Please note: Not compatible with Internet Explorer. Google Chrome orÂ... Read More

Introduction This article provides information on how to assist a customer in Collections statusUpdate: 12/01/2021 - Washington DC (Co 81 only) residential and small business telephone and data customers Financial forgiveness for phone... Read More

Introduction Mobile Phone: A credit check is not required for mobile; if a customer fails credit for other services, it does not impact mobile service or mobile credit limits at this time To determine when a credit check and deposit is required,... Read More