Billing and Account Help

Self-Service Support Alert: this article is available for customers on help.astound.com Resolution Steps Set up, access and maintain your MyAstound account at https://my.astound.com/login   With MyAstound, you can   View a copy of the... Read More

Resolution Steps Which adjustments do I use first to retain the customer?A great place to start with any call about price increases or retention is the Simon article Retention Options for the retention process. It outlines how best to handle these... Read More

Introduction Charges are removed during nightly processing; however, it may take up to 48 hours   Equipment Removed/Returned in Error Please see Serial Numbers, MAC Addresses and Equipment Removed in Error Issues Resolution Steps Equipment... 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

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

  Resolution Steps Letters Informational letters are sent for rate adjustments, promo roll-offs, collections, bulk changes, etc.  CPNI letters are sent when any of the following changes are made to an account  Phone Number change ... Read More

Introduction Special Information: Tax exempt status does not apply to surcharges. Customers are still responsible for surcharges Bulk customers are not charged taxes on bulk services; taxes display until the account is installed DoÂ... Read More

Introduction Follow these quick tips for basic billing information in BOLT Resolution Steps Balance Due General Ledger tab: Account aging area displays charges in each bucket (current, 1-30 days, etc.)   Collections tab: Account aging area... Read More

Introduction A statement is not received in these instances:   Disconnected accounts with a zero-dollar balance  Use Billing Ledger for Creating a Customer Statement for proof of payment requests on a final bill  Active account with a... Read More

Introduction SimpleBills is a service in Texas - unrelated to our company - that manages utility bills for people who use their service SimpleBills retrieves all utility invoices from the utility providers and users are sent one bill with one... Read More