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<title>Home - All Categories - Billing and Account Help  </title>
<link>https://agentx-astound-kb-qa.hgsdigital.com/category.php?id=9</link>
<description>This RSS Feed contains Articles of Category in the knowledge base. You can click on the title to view its content. Powered by PHPKB (https://www.phpkb.com)</description>
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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=516</guid>
										<title>WHY SHOULD I USE A TRAVEL AGENT TO BOOK A VACATION - EDITED</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=516</link>
										<description><![CDATA[EDITED CREATED ON 17TH JULY A travel agent takes all of the headache out of planning a trip and handles virtually all aspects of your travel, at absolutely no cost to you. The combined experience of the team and the feedback from our thousands of...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=261</guid>
										<title>Sending Bill Copy Requests - Back Office-1391</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=261</link>
										<description><![CDATA[Resolution Steps Â   Click on theÂ Outgoing Postal Mail QueueÂ inÂ RT at a Glance Select aÂ Bill Copy Request CaseÂ from the list Scroll down to the caseÂ CommentsÂ for theÂ bill copy requestÂ information Sign in toÂ Billview,Â enter the ICOMSÂ siteÂ...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=279</guid>
										<title>Finding AR Codes for ICOMS Adjustments- Article no. 5642</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=279</link>
										<description><![CDATA[ Introduction AR Category CodesÂ must matchÂ the AR Adjustment Codes for adjustments processed in ICOMSÂ    Resolution Steps To determine theÂ oldest moneyÂ in AR aging:Â  On the ICOMSÂ General Ledger [GL]Â screen  PressÂ AR/StmtÂ on the left sidebar...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=520</guid>
										<title>DOES IT COST MONEY TO GET A QUOTE - New</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=520</link>
										<description><![CDATA[New Â  No, there is no fee for our vacation planning services as the travel vendors involved recognize our value and compensate us from the gross amount paid (what you would have paid even without our assistance). For those complicated international...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=259</guid>
										<title>Scheduling Chart - When Taking a Deposit-3056</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=259</link>
										<description><![CDATA[Resolution Steps Expand AllÂ |Â Collapse All Use this chart to schedule line of business installations when taking aÂ deposit Please be aware that if the customer isÂ PortingÂ a Telephone number from another company,Â Port-Out SchedulingÂ overridesÂ...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=515</guid>
										<title>What is the Best Time to Visit Bali.docX-edited</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=515</link>
										<description><![CDATA[CREATED ON 17TH JULY  Â  Bali â The Bold And The Bountiful Bali is stroked by the constant rock and roll of waves. It is powdered with the finest sands. Waterfalls slash down its limestone cliffs. Large stretches of emerald paddy fields wave...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=188</guid>
										<title>AutoPay and Paperless Bill Discount- Article no. 9167</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=188</link>
										<description><![CDATA[ Introduction   $5 discount available inÂ California, DC Metro, Illinois, Indiana, Massachusetts, New York, Oregon, PennsylvaniaÂ andÂ Washington      $10 discount available inÂ TexasÂ (both Grande and enTouch, TX)      $10 discount available toÂ...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=260</guid>
										<title>Move Service from One Billing Statement to Another-1808</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=260</link>
										<description><![CDATA[ Introduction   Use the steps below to move anÂ entire service categoryÂ from one customer billing statement to another   UseÂ Merge Billing StatementsÂ to combine or mergeÂ all billingÂ statements into one statement       Resolution Steps Â   From...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=246</guid>
										<title>Bill Payment Options for San Luis Obispo, Los Angeles, San Jose, CA &#40;Site 48, Co 29 - Digital West&#41;-9204</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=246</link>
										<description><![CDATA[Resolution Steps Expand AllÂ |Â Collapse All   Pay Online in the My.DigitalWest Customer Center  After customer receives their first bill with new account number and PIN, create account in theÂ My.DigitalWest Customer CenterÂ to pay bills  Register...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=190</guid>
										<title>Bill Payment Options for DC Metro, IL, MA, NY and PA- Article no. 2301</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=190</link>
										<description><![CDATA[      Self-Service Support Alert: this article is available for customer self-service on help.astound.com    Resolution Steps Expand AllÂ |Â Collapse All   Pay and Manage AutoPay with MyRCN    Register to createÂ an account, then use the MyRCN toÂ...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=222</guid>
										<title>Tax and Fee Information-3392</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=222</link>
										<description><![CDATA[ Introduction Taxes varyÂ from state to state and city to cityÂ - not only in theÂ type of taxesÂ charged but also the servicesÂ subject to a tax  As a company, we follow all standards set forth by federal, state and local governmentsÂ  For anÂ...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=242</guid>
										<title>Taxes and Fees for San Luis Obispo, Los Angeles, San Jose, CA &#40;Site 48, Co 29 - Digital West&#41;-9201</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=242</link>
										<description><![CDATA[Resolution Steps For a description of taxes and fees found on the bill, please seeÂ https://www.astound.com/business/legal-disclosures/taxes/ Â ]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=244</guid>
										<title>Taxes and Fees for DC Metro, IL, MA, NY and PA-9050</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=244</link>
										<description><![CDATA[ Self-Service Support Alert: this article is available for customers on help.astound.com    Resolution Steps For a description of taxes and fees found on the bill, including state-specific information, please seeÂ https://www.astound.com/support...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=189</guid>
										<title>Customer is Not Receiving a Statement- 1814</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=189</link>
										<description><![CDATA[ Introduction A statement is notÂ received in these instances: Â   Disconnected accountsÂ with aÂ zero-dollar balanceÂ   UseÂ Billing Ledger for Creating a Customer StatementÂ for proof of payment requests on a final billÂ    Active accountÂ with a...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=196</guid>
										<title>Astound Selfcare Web App - Portal Features and FAQ- Article no. 9229</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=196</link>
										<description><![CDATA[ Introduction Effective September 14, 2023, the Selfcare Tool is no longer used.Â  To manage Selfcare, click on General Ledger / Selfcare tab in BOLTÂ  Astound Selfcare usesÂ https://my.astound.com/loginÂ for its main web URL A geo-locationÂ cookie...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=207</guid>
										<title>Run a Credit Check- Article no. 1992</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=207</link>
										<description><![CDATA[Introduction Mobile Phone:Â A credit check isÂ not requiredÂ 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,...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=186</guid>
										<title>Refund Requests- Article no. 1250</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=186</link>
										<description><![CDATA[      Introduction  RefundsÂ of all types post to theÂ General LedgerÂ withinÂ 17 daysÂ after ALLÂ of the followingÂ occur:Â   Account is totallyÂ disconnectedÂ  All adjustments areÂ postedÂ  All equipment isÂ returnedÂ       RefundsÂ areÂ issuedÂ to...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=208</guid>
										<title>Install or Add Line of Business- Article no 5025</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=208</link>
										<description><![CDATA[ Introduction Special Instructions for Site 48 Effective October 1, 2023: Service Code Standardization  ForÂ new installations and upgrades,Â service codes forÂ Modem service and Dynamic IPsÂ must beÂ manuallyÂ added When a Data package is chosen,...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=209</guid>
										<title>Site 48 Standardization Pre-Req Error Instructions-9358</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=209</link>
										<description><![CDATA[ Introduction Effective October 1, 2023,Â newÂ CoreÂ DataÂ Service CodesÂ areÂ requiredÂ on allÂ Site 48Â accounts due to Code Standardization  ThisÂ BOLT flash messageÂ displays when Core Data Service Codes must be addedÂ on an accountÂ in non-pay...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=218</guid>
										<title>Previous Bill Statement Copy Requests- 1247</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=218</link>
										<description><![CDATA[ Introduction Authenticate two (2) Security Questions OR the CPNI PIN and one (1) security question before discussing or changing any applicableÂ CPNI and PII-protected information; customers cannot opt-out of CPNI verificationBill Copy Request...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=221</guid>
										<title>Understanding Billing Prorates-5003</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=221</link>
										<description><![CDATA[Resolution Steps Expand AllÂ |Â Collapse All   Prorates   ProratesÂ are aÂ portionÂ ofÂ the fullÂ Monthly Recurring Charge (MRC)Â   For every prorate, there is a completedÂ corresponding work orderÂ Â Â  WhenÂ adding, removing or disconnecting...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=233</guid>
										<title>Change Payment Due Date-1556</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=233</link>
										<description><![CDATA[ Introduction Important Points to Remember!Â   NeverÂ change a payment due by date for aÂ past-dueÂ customerÂ to avoid suspension of serviceÂ   Accounts must beÂ currentÂ beforeÂ changing the due dateÂ    PendingÂ status statements (P/IN, P/DS)Â...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=211</guid>
										<title>PA Modem Swap and Speed Upgrade Project - Article no. 9373</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=211</link>
										<description><![CDATA[Introduction Any Pending Work Order for the speed upgrade and modem codes should not be cancelled If the order does need to be canceled,Â escalate to a LeadÂ to make the local market aware Resolution Steps PA Speed Increase Project Talking Points ...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=213</guid>
										<title>Address Requests- Article no. 9014</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=213</link>
										<description><![CDATA[ Introduction This onlineÂ 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.Â Google ChromeÂ orÂ...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=195</guid>
										<title>Adjustments and Credits- Article no. 1630</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=195</link>
										<description><![CDATA[ Introduction Quick Tips:   OnlyÂ use ICOMS to issue an adjustment whenÂ BOLT is downÂ  DoÂ notÂ apply an adjustment that will result in services charged beingÂ less than zeroÂ  Use theÂ scheduled adjustmentÂ process for an automatic month over month...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=234</guid>
										<title>Lifeline &#40;Discounted Phone Service&#41; for Grande TX-8637</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=234</link>
										<description><![CDATA[ Introduction LifelineÂ is a program designed toÂ assist qualified low-income individualsÂ pay the monthly cost of basic telephone service:  ReducesÂ basicÂ monthly rate byÂ $5.25Â (does not include cost of additional features or unlimited long...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=225</guid>
										<title>Identifying Routing and Account Numbers on Checks-1594</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=225</link>
										<description><![CDATA[ Introduction TheÂ Bank Routing NumberÂ is aÂ 9-digit identifierÂ assigned to the bank by theÂ Registrar of Routing Numbers.   It is found before the account number on a check.  Resolution Steps If Bank Routing Number is Unavailable in BOLT Â   Click...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=237</guid>
										<title>Understanding Your Bill-3714</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=237</link>
										<description><![CDATA[ Self-Service Support Alert: this article is available for customer self-service on help.astound.com    Resolution Steps  Astound Broadband Powered by enTouchÂ  Astound Broadband Powered by GrandeÂ  Astound Broadband Powered by RCNÂ  Astound...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=199</guid>
										<title>Paper and Paperless Billing Setup Instructions- 1407</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=199</link>
										<description><![CDATA[ Introduction To ensureÂ successful paperless billing setup, an accountÂ mustÂ have:  AnÂ activeÂ Selfcare accountÂ Â  Â AÂ validÂ preferred email address  Important Notes for Bill Handling:Â Â   Authenticate 2 Security Questions OR the CPNI PIN and...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=210</guid>
										<title>Handling Past Due and Non Pay Accounts- Article no. 2033</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=210</link>
										<description><![CDATA[ Introduction This article provides information on how to assist a customer in Collections statusUpdate: 12/01/2021 - Washington DC (Co 81 only)Â residentialÂ andÂ small businessÂ telephoneÂ andÂ dataÂ customers    Financial forgivenessÂ forÂ phone...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=247</guid>
										<title>Remove Credit / Debit Card from the Wrong Account-1248</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=247</link>
										<description><![CDATA[ Introduction Rarely, credit / debit card information is placed on an MOP screen inÂ error  Example:Â  Mr. Jones&#039; credit card information was entered on Mr. Smith&#039;s accountÂ  Important: if the card wasÂ usedÂ to make an account payment, itÂ...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=254</guid>
										<title>Bill Payment Options for Grande TX-8863</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=254</link>
										<description><![CDATA[Self-Service Support Alert: this article is available for customers on help.mygrande.com   Resolution Steps Expand AllÂ |Â Collapse All   Pay Online in the MyGrande Customer Center  Use the MyGrande Customer Center to pay your billÂ   Register to...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=238</guid>
										<title>Make a Change to Your Services-8532</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=238</link>
										<description><![CDATA[      Self-Service Support Alert: this article is available for customers on help.astound.com    Resolution Steps How Can I Change my Services?  For service changes, please chat with a representativeÂ orÂ contact us  Can I Get Service at my New Home?...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=239</guid>
										<title>Ledger for Handwritten Bill Statement-3073</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=239</link>
										<description><![CDATA[Resolution Steps DC Metro, IL, MA, NY and PA Handwritten LedgerGrande TXÂ Handwritten LedgerenTouch TXÂ Handwritten LedgerCA, OR and WA Handwritten Ledger Â ]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=251</guid>
										<title>Data Speed Tier Missing on enTouch Account-9165</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=251</link>
										<description><![CDATA[      Introduction Some customers at enTouch (site 44 Co 93) were inadvertently receivingÂ data service atÂ no charge You may notice some accounts that were brought overÂ withoutÂ a billable service code on theÂ account When speaking to a enTouch...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=204</guid>
										<title>Convenience Fees and Processing Times- Article no. 1869</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=204</link>
										<description><![CDATA[ Introduction WhenÂ aÂ payment centerÂ isÂ closedÂ for unforeseen events:  Any payment centerÂ drop box paymentsÂ are applied by next business day   Important Notes:  IVR balance updates theÂ next business dayÂ afterÂ the payment hasÂ processedÂ ...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=220</guid>
										<title>Military Discounts for enTouch TX-9160</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=220</link>
										<description><![CDATA[ Introduction No longer actively offeredGrandfathered for existing customers   Resolution Steps Active Military Discounts - Does Not Apply to Bundled PromotionsÂ    Pick 1 Service (internet or alarm) Get 10% off monthlyÂ       Take Any 2 Services ...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=223</guid>
										<title>Truth in Billing for Video Service-9040</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=223</link>
										<description><![CDATA[ Introduction  TheÂ Television Protection ActÂ (TVPA)Â lawÂ requires us toÂ state theÂ total monthly amount for all videoÂ chargesÂ to allÂ new /Â existingÂ residentialÂ customersÂ   For allÂ newÂ sales,Â allÂ changes of service,Â downgradesÂ /Â...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=230</guid>
										<title>Bill Payment Options for CA, OR and WA-8531</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=230</link>
										<description><![CDATA[ Self-Service Support Alert: this article is available for customers on help.wavehome.com    Resolution Steps Expand AllÂ |Â Collapse All   Pay Online in the MyWave Customer Center  Use theÂ MyWave Customer CenterÂ Â to pay your bill  Register to...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=231</guid>
										<title>Merge Billing Statements-2010</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=231</link>
										<description><![CDATA[ Introduction MergingÂ multiple billsÂ from theÂ same accountÂ intoÂ one single billing statement Â  Important  To combine multiple accounts at the same address, seeÂ Account Ownership Change   Verify the accountÂ has a current balanceÂ prior to...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=240</guid>
										<title>MyGrande Account Management-8957</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=240</link>
										<description><![CDATA[ Self-Service Support Alert: this article is available for customers on help.astound.com    Resolution Steps Set up, access and maintain your MyGrande account atÂ https://account.mygrande.com/login Â    With MyGrande, you can     View a copy of the...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=241</guid>
										<title>Taxes and Fees for Texas-9105</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=241</link>
										<description><![CDATA[ Self-Service Support Alert: this article is available for customers on help.astound.com   Introduction For a description of taxes and fees found on the bill, including state specific information, please seeÂ https://www.astound.com/support/billing...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=193</guid>
										<title>Customer Received a Message or Account Change Notice- Article no. 1671</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=193</link>
										<description><![CDATA[Â  Resolution Steps Letters  InformationalÂ letters are sent forÂ rate adjustments, promo roll-offs, collections, bulk changes, etc.Â  CPNIÂ letters are sent when any of the following changes are made to an accountÂ    Phone Number change     ...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=219</guid>
										<title>Add or Change a Bill To Address- Article no. 3678</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=219</link>
										<description><![CDATA[ Introduction Business Rules:  Authenticate two (2) Security Questions OR the CPNI PIN and one (1) security question before discussing or changing any applicableÂ CPNI and PII-protected information; customers cannot opt-out of CPNI verificationÂ  If...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=252</guid>
										<title>enTouch Billing Conversion Tax Changes-9164</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=252</link>
										<description><![CDATA[ Introduction With the enTouch migration, there are some changes to customer taxation with the conversion from MACC to ICOMS  Generally these are tax ruleÂ interpretation changes; this doesÂ notÂ mean the prior taxation was incorrect    Resolution...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=197</guid>
										<title>Equipment Return Policy- Article no. 1201</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=197</link>
										<description><![CDATA[ Introduction Equipment Return Information  All equipmentÂ with anÂ MRCÂ mustÂ beÂ returned;Â see full list of equipment charges, hereÂ  To avoid unreturned equipment charges,Â our equipmentÂ must be returnedÂ prior to, orÂ on the day services are...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=203</guid>
										<title>Change Bill Frequency- Article no. 1709</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=203</link>
										<description><![CDATA[ Introduction This process applies to  CA, OR and WA:Â change bill frequency on all prepaid accountsÂ  DC Metro, IL, NY, MA and PA:Â changeÂ Dial-UpÂ bill frequencyÂ   Also includes a small number of older accounts with grandfatheredÂ McAfeeÂ...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=217</guid>
										<title>International Calling Plans, Usage and Instructions-5092</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=217</link>
										<description><![CDATA[ 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  ...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=224</guid>
										<title>Request Copies of Bill Inserts or Rate Increase Letters-1663</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=224</link>
										<description><![CDATA[Resolution Steps Â  Â    Attempt to answer customer questions and resolve issues independently   Â    Review the bill,Â account notes and BOLT history   Â   ReviewÂ Bill Insert/Rate Increase LettersÂ section   Examples of Bill Messages/Inserts...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=226</guid>
										<title>Reviewing VOD Purchases-1514</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=226</link>
										<description><![CDATA[ Introduction Â  Please Note: It may take 24 -Â 48 hours for a VOD order to show on an account    Resolution Steps Expand AllÂ |Â Collapse All   ICOMS    Customer Sub Accounts [SB]Â screenÂ  ClickÂ All Acct ActivityÂ on the leftÂ   Activity Date/Time...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=227</guid>
										<title>AutoPay - Adding, Removing, Changing Automatic Payments- Article no. 5526</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=227</link>
										<description><![CDATA[ Introduction Work from Home AgentsÂ (internal agents only):Â instructions for Credit Card Payments  Astound grantsÂ internal agents (this doesÂ not applyÂ to outsource partners)Â the ability to input and process credit card payments while assigning...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=228</guid>
										<title>Pricing Promo Freeze FAQs-9302</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=228</link>
										<description><![CDATA[      Introduction Promo Roll Freeze: All Markets   Customers who have a promotional rate rolling to next year pricingÂ from 2/14/2023 - 4/30/2023Â have aÂ promo freezeÂ code added to their accounts       BeginningÂ 6/1/2023 through 10/1/2023,...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=232</guid>
										<title>Broadcast and Sports Retransmission Fees for Grande TX-8897</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=232</link>
										<description><![CDATA[ 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 rightsÂ ...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=250</guid>
										<title>Split Bill into Separate Billing Statements-1908</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=250</link>
										<description><![CDATA[ Introduction Customers sometimes request aÂ separate statementÂ for a specific reason:  This is not something we typically offerÂ   They may want data service billed separately because their employer is paying for their service at homeÂ  If this is...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=255</guid>
										<title>MyenTouch Account Management-9132</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=255</link>
										<description><![CDATA[Resolution Steps Set up, access and maintain your MyenTouch account atÂ https://my.entouch.net/login Â    With MyenTouch, you can     View a copy of the bill (past and present)Â      Setup and manage paperless billingÂ      Make a paymentÂ      Setup...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=194</guid>
										<title>Retention Options- Article no. 9028</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=194</link>
										<description><![CDATA[Important: Do not use the first Step (BOB) &amp; the last Step (All-In Pricing) at the same time on an account   First Step:Â Review and Probe   Â    Step 2:Â Use Special RetentionÂ BOBsÂ to reduce the rate   Â    Step 3:Â RemoveÂ anyÂ LOBÂ not being...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=212</guid>
										<title>PA Modem Swap and Speed Upgrade Project-9175</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=212</link>
										<description><![CDATA[ Introduction Consent Decree â Bill Message for Washington Important News About Your Account Our company recently entered into a Consent Decree with the Washington state Attorney General. We expressly denied the State&rsquo;s allegations and any...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=249</guid>
										<title>Low Income, Military and Senior Discounts for CA, OR and WA-6637</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=249</link>
										<description><![CDATA[Self-Service Support Alert: this article is available for customers onÂ help.wavehome.com  Introduction  QualifyingÂ customers must go to theirÂ local storeÂ or contact theirÂ city governmentÂ to start the process, depending on the area There areÂ no...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=253</guid>
										<title>Handling Call Detail Billing Disputes-1725</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=253</link>
										<description><![CDATA[ Introduction Customer Care Agents handle all call billing disputes  If a customer subscribes to another carrier for Regional / LD / International,Â they must contact that carrier for credit    Resolution Steps Local, Regional and Long Distance Call...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=257</guid>
										<title>Secure Credit Card or Direct Debit Transactions-1701</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=257</link>
										<description><![CDATA[      Introduction UseÂ extreme cautionÂ when handling sensitive customer information  With identity theft so prevalent, we make every effort to ensure aÂ customer&#039;s personal information is not compromised    Resolution Steps Please adhere to...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=191</guid>
										<title>Frequently Asked Billing Questions- Article no. 3772</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=191</link>
										<description><![CDATA[ Introduction Follow these quick tips for basic billing information in BOLT   Resolution Steps Balance Due  General Ledger tab:Â Account aging area displays charges in each bucket (current, 1-30 days, etc.)Â Â  Collections tab:Â Account aging area...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=192</guid>
										<title>Tax Exempt Request- 1184</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=192</link>
										<description><![CDATA[ Introduction Special Information:   Tax exempt status doesÂ notÂ apply toÂ surcharges. Customers areÂ stillÂ responsible forÂ surcharges      Bulk customersÂ are not charged taxes on bulk services; taxes display until the account is installed   DoÂ...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=201</guid>
										<title>MyAstound Account Management- Article no. 3608</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=201</link>
										<description><![CDATA[ Self-Service Support Alert: this article is available for customers on help.astound.com    Resolution Steps Set up, access and maintain yourÂ MyAstoundÂ account atÂ https://my.astound.com/login Â    With MyAstound, you canÂ Â   View a copy of the...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=202</guid>
										<title>Market Escalations- Article no. 5901</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=202</link>
										<description><![CDATA[ Introduction   Follow these guidelinesÂ beforeÂ submitting aÂ BOLTÂ Case to DispatchÂ    Verify there is anÂ appointmentÂ in the system      ForÂ Unresolved / Repeat IssuesÂ andÂ Tech Go Back, alsoÂ verifyÂ a tech visit occurredÂ  Create aÂ BOLTÂ...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=229</guid>
										<title>Bill Payment Options for enTouch TX-9138</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=229</link>
										<description><![CDATA[Â  Resolution Steps Expand AllÂ |Â Collapse All   Pay Online in the enTouch Customer Center  Use the enTouch Customer Center to register and pay your billÂ   Register for autopay and paperless billingÂ   ResidentialÂ  BusinessÂ    Here, you can set...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=256</guid>
										<title>MyWave Account Management-8530</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=256</link>
										<description><![CDATA[Self-Service Support Alert: this article is available for customers on help.wavehome.com   Resolution Steps Set up, access and maintain your MyWave account atÂ https://my.wavebroadband.com/login    With MyWave, you can     View a copy of the bill ...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=214</guid>
										<title>Handling a Missing Payment Concern-1816</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=214</link>
										<description><![CDATA[ Introduction If account is in jeopardy of being shut off in theÂ next 5 days due to the missing paymentÂ  place aÂ payment arrangementÂ on the account while the missing payment is located to avoid suspension  Resolution Steps Expand AllÂ |Â Collapse...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=215</guid>
										<title>Disconnect in Error-1894</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=215</link>
										<description><![CDATA[ Introduction  ForÂ Digital WestÂ customers,Â send an email toÂ support@digitalwest.comÂ andÂ include the following information:Â   Contact NameÂ  Daytime contact numberÂ  Details of the request    Restore service when account was disconnected in...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=236</guid>
										<title>Broadcast and Sports Retransmission Fees for DC, IL, MA, NY and PA-3664</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=236</link>
										<description><![CDATA[ Self-Service Support Alert: this article is available for customer self-service on help.astound.com   Introduction Â   Broadcast TV Surcharge: Recovery of a portion of the rapidly increasing costs charged by local broadcast TV stations for carriage...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=245</guid>
										<title>Understanding Your Bill for San Luis Obispo, Los Angeles and San Jose, CA &#40;Site 48 Co. 29&#41;-9206</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=245</link>
										<description><![CDATA[Resolution Steps Understanding Your Bill for San Luis Obispo, Los Angeles and San Jose, CA (Site 48 Co. 29)]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=258</guid>
										<title>Layer 42 - DO NOT ASSIST-7291</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=258</link>
										<description><![CDATA[Resolution Steps WithÂ Layer 42Â customers, we areÂ notÂ to assist them with their billing/account inquiries at this time.Â Any question asked should be forwarded toÂ billing@layer42.comÂ AGAIN â UNDER NO CIRCUMSTANCE ARE YOU TO DISCUSS A LAYER 42...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=187</guid>
										<title>SimpleBills- Article no. 8645</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=187</link>
										<description><![CDATA[ Introduction SimpleBillsÂ is a service inÂ TexasÂ - 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...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=198</guid>
										<title>Returned Equipment Charging on Account- Article no. 9392</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=198</link>
										<description><![CDATA[ Introduction Charges are removed during nightly processing; however, it may take up to 48 hours Â  Equipment Removed/Returned in Error  Please seeÂ Serial Numbers, MAC Addresses and Equipment Removed in Error Issues    Resolution Steps Equipment...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=206</guid>
										<title>Future Bill or Start Date Information-1559</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=206</link>
										<description><![CDATA[      Introduction   Use when a customer requests to start or to stop a service on a future date    Future Start DateÂ cannotÂ be more thanÂ 60 daysÂ out    Resolution Steps When Services are Pending and the Future Start Date is Today   Do not wait...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=216</guid>
										<title>International Roaming, Dialing and Domestic Roaming Rates for Astound Mobile-9323</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=216</link>
										<description><![CDATA[ Introduction At this time only Customer Care management has access to enable International Calling, International Roaming and / or Domestic Roaming for mobile lines in Reach CentralPlease see a member of management when a mobile customer in good...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=243</guid>
										<title>Broadcast and Sports Retransmission Fees for enTouch TX-9113</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=243</link>
										<description><![CDATA[ Self-Service Support Alert: this article is available for customers on help.astound.com    Resolution Steps Â  Â   Broadcast TV Surcharge: Recovery of a portion of the rapidly increasing costs charged by local broadcast TV stations for carriage...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=248</guid>
										<title>Remove Credit or Debit Card Permanently-1904</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=248</link>
										<description><![CDATA[      Introduction InÂ extremely rare occasions,Â credit / debit card information isÂ placedÂ on an MOP screenÂ inÂ error  Example:Â  Mr. Jones&#039;s credit card information was placed on Mr. Smith&#039;s account If a customerÂ usedÂ theÂ credit...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=200</guid>
										<title>Frequently Asked Rate Adjustment Questions- 9039</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=200</link>
										<description><![CDATA[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...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=235</guid>
										<title>Find Bill Cycle, Bill Print Date, and Mail Drop Date in BOLT- 1540</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=235</link>
										<description><![CDATA[ Introduction Business Rules:  Customer must beÂ currentÂ to change their bill dateÂ  Changing a bill dateÂ usually causesÂ prorates The due date may change because days in the month variesÂ   Bills are dueÂ 28 days after the Stmt DateÂ inÂ IllinoisÂ...]]></description>

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										<guid>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=205</guid>
										<title>Customer Privacy Rights and Billing Practices Notice- Article no. 1780</title>
										<link>https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=205</link>
										<description><![CDATA[      Self-Service Support Alert: this article is available for customers on help.astound.com    Resolution Steps Astound Broadband Policies and DisclaimersAstound Broadband Privacy Policy   Internal Information Privacy NoticesÂ are specific to each...]]></description>

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