Salem, Oregon Migration

Resolution Steps

• Customers in Salem, Oregon currently with video equipment are being notified their equipment needs to be replaced
  
• Customer Notificationsare sent beginning September 12, 2023 and are sent throughout the process until equipment is connected
• Letters state the video equipment is no longer supported after 10/15/2023and needs to be replaced before that date (all shut downs will be completed by November 10, 2023)
• Customers withoutinternet service are receiving phone calls to schedule a professional install and will be provided complimentary standalone internet to power their IPTV
   
  • Complimentary Standalone internet codes:
    
    • N100M - 100MB IPTV ONLY

• NMDRTND - MODEM + WIFI CBL NO DATA
• Customers withinternet service are receiving Self Install Kits with the new TV equipment
   
  • If SIK fails, schedule free install
    
  • Customers are being asked to go to https://www.astound.com/support/internet/equipment-return/to print a prepaid shipping label and for instructions on how to ship the equipment back
     
• If a customer asks for additional equipment / changes, the original SIK work order must be completed firstand a new work order entered 

Article ID: 38
Created: November 23, 2023
Last Updated: November 23, 2023
Author: [shekhar.bhanot@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=38