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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 From time to time, our company may need to change your channel line-up. There are many reasons this may happen  Contractual negotiations... Read More

Introduction With the enTouch migration, there are some changes to customer taxation with the conversion from MACC to ICOMS Generally these are tax rule interpretation changes; this does not mean the prior taxation was incorrect Resolution... Read More

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 representative or contact us Can I Get Service at my New Home?... Read More

Introduction Business Rules: 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 verification  If... 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

4 months ago | Article no. 1858   All email addresses, account usernames, and passwords are protected by CPNI / PII authentication Authenticate two (2) Security Questions OR the CPNI PIN and one (1) security question before discussing orÂ... Read More

  Resolution Steps BOLT allows payment arrangements once every 90 days from the date entered   When the 90 day Payment arrangement rule is exceeded, a system message generates To override the 90 day rule, click OK On the Supervisor... Read More

Self-Service Support Alert: this article is available for customers on help.mygrande.com Resolution Steps Expand All | Collapse All Pay Online in the MyGrande Customer Center Use the MyGrande Customer Center to pay your bill  Register to... Read More

Resolution Steps Expand All | 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 the My.DigitalWest Customer Center to pay bills Register... Read More