Billing and Account Help

Introduction This process applies to CA, OR and WA: change bill frequency on all prepaid accounts  DC Metro, IL, NY, MA and PA: change Dial-Up bill frequency  Also includes a small number of older accounts with grandfathered McAfeeÂ... Read More

Introduction Follow these guidelines before submitting a BOLT Case to Dispatch  Verify there is an appointment in the system For Unresolved / Repeat Issues and Tech Go Back, also verify a tech visit occurred  Create a BOLTÂ... Read More

Introduction To ensure successful paperless billing setup, an account must have: An active Selfcare account    A valid preferred email address Important Notes for Bill Handling:   Authenticate 2 Security Questions OR the CPNI PIN and... 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

Introduction Quick Tips: Only use ICOMS to issue an adjustment when BOLT is down  Do not apply an adjustment that will result in services charged being less than zero  Use the scheduled adjustment process for an automatic month over month... Read More

Self-Service Support Alert: this article is available for customer self-service on help.astound.com Resolution Steps Expand All | Collapse All Pay and Manage AutoPay with MyRCN Register to create an account, then use the MyRCN toÂ... Read More

Introduction $5 discount available in California, DC Metro, Illinois, Indiana, Massachusetts, New York, Oregon, Pennsylvania and Washington $10 discount available in Texas (both Grande and enTouch, TX) $10 discount available toÂ... Read More

Introduction Refunds of all types post to the General Ledger within 17 days after ALL of the following occur:  Account is totally disconnected  All adjustments are posted  All equipment is returned  Refunds are issued to... Read More

Resolution Steps   Click on the Outgoing Postal Mail Queue in RT at a Glance Select a Bill Copy Request Case from the list Scroll down to the case Comments for the bill copy request information Sign in to Billview, enter the ICOMS siteÂ... Read More

Introduction Use the steps below to move an entire service category from one customer billing statement to another Use Merge Billing Statements to combine or merge all billing statements into one statement Resolution Steps   From... Read More