Billing and Account Help

Introduction Business Rules: Customer must be current to change their bill date  Changing a bill date usually causes prorates The due date may change because days in the month varies  Bills are due 28 days after the Stmt Date in IllinoisÂ... Read More

Introduction Lifeline is a program designed to assist qualified low-income individuals pay the monthly cost of basic telephone service: Reduces basic monthly rate by $5.25 (does not include cost of additional features or unlimited long... Read More

Introduction Important Points to Remember!  Never change a payment due by date for a past-due customer to avoid suspension of service  Accounts must be current before changing the due date  Pending status statements (P/IN, P/DS)Â... Read More

Self-Service Support Alert: this article is available for customers on help.astound.com Resolution Steps Broadcast TV Surcharge: Recovery of a portion of the rapidly increasing costs charged by local broadcast TV stations for carriage rights ... Read More

Introduction Merging multiple bills from the same account into one single billing statement   Important To combine multiple accounts at the same address, see Account Ownership Change Verify the account has a current balance prior to... Read More

Introduction Promo Roll Freeze: All Markets Customers who have a promotional rate rolling to next year pricing from 2/14/2023 - 4/30/2023 have a promo freeze code added to their accounts Beginning 6/1/2023 through 10/1/2023,... Read More

Introduction The Bank Routing Number is a 9-digit identifier assigned to the bank by the Registrar of Routing Numbers. It is found before the account number on a check. Resolution Steps If Bank Routing Number is Unavailable in BOLT   Click... Read More

Resolution Steps     Attempt to answer customer questions and resolve issues independently   Review the bill, account notes and BOLT history   Review Bill Insert/Rate Increase Letters section Examples of Bill Messages/Inserts... Read More

Introduction The Television Protection Act (TVPA) law requires us to state the total monthly amount for all video charges to all new / existing residential customers  For all new sales, all changes of service, downgrades /Â... Read More

Introduction Taxes vary from state to state and city to city - not only in the type of taxes charged but also the services subject to a tax As a company, we follow all standards set forth by federal, state and local governments  For anÂ... Read More