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Self-Service Support Alert: this article is available for customers on help.astound.com Resolution Steps Line noise describes random fluctuations/electrical impulses that are carried along with standard AC current Florescent lights, appliances,... Read More

Self-Service Support Alert: this article is available for customers on help.astound.com Introduction When accessing our website, geolocation assists with displaying the channel lineup for your areaIf the lineup for your area does not display,... Read More

Introduction To reactivate modem service, customer must be current Resolution Steps Go to the ICOMS Customer Equipment [BX] screen, highlight the modem and click Port Occ Asgn Highlight the modem again and click Modem Prov Verify theÂ... 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

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 verification For Digital WestÂ... 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

Introduction Effective September 14, 2023, the Selfcare Tool is no longer used.  To manage Selfcare, click on General Ledger / Selfcare tab in BOLT  Astound Selfcare uses https://my.astound.com/login for its main web URL A geo-location cookie... Read More

Introduction Note: If customer has their own firewall software, that might be causing the issue - refer customer to firewall provider If customer complains of having to frequently power cycle, troubleshoot intermittent modem issue Always... Read More

Introduction Modem Offline Merlin Errors: STARTCONFIGFILEDOWNLOAD  MAC address was not found on Wave, Grande or RCN networks  Device not registered on the Network Headend  Provisioning Does Not Exist for this MAC  Entered MAC is not... Read More

Introduction Modem Offline Merlin Errors: STARTCONFIGFILEDOWNLOAD MAC address was not found onWave, Grande or RCN networks  Device not registered on the Network Headend Provisioning Does Not Existfor this MAC  Entered MAC is not... Read More