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Introduction For Digital West customers, send an email to support@digitalwest.com and include the following information:  Contact Name  Daytime contact number  Details of the request New Install or Additional Outlet Requests ForÂ... 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 include: ... 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

over 2 years ago | Article no. 1206 Introduction For Digital West customers, send an email to support@digitalwest.com and include the following information:  Contact Name  Daytime contact number  Details of the request ... Read More

Introduction Important: if Temporarily Off Air appears on a specific channel on all TVs: Check for Current outages  Ensure this is not a Sports Blackout  If the steps above do not explain the problem, let the customer know the issue is... Read More

Introduction Extra CreditExtra Credit procedures are additional information which is not necessary for troubleshooting but could help explain how some more advanced items work. Some of the concepts and language may be more advanced then you might... Read More

Self-Service Support Alert: this article is available for customers on help.astound.com Resolution Steps Cable modems are designed to be on for long periods of time without problemsOccasionally, a cable modem should be powered off andÂ... Read More

Introduction This error is only on a Pace 6 Tuner (MG1)   A blue screen comes up and reads: Pace PX001BTM SysCode Loader The ASTB needs to download new software.  This could take a few minutes, please be patient. DOCSIS DOWNLOADWAITING FOR SNMP... Read More

Introduction Suspense Team's Responsibility: Research accounts for bill usage (unguided traffic) on a telephone number that is not being billed  If an account is not associated with the phone number, it is 911 suspended Resolution... Read More

Introduction Special Instructions for Site 48 Effective October 1, 2023: Service Code Standardization For new installations and upgrades, service codes for Modem service and Dynamic IPs must be manually added When a Data package is chosen,... Read More