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Introduction Use the steps below to move an entire service category from one customer billing statement to another Use Merge Billing Statements to combine or merge all billing statements into one statement Resolution Steps   From... Read More

Self-Service Support Alert: this article is available for customers on help.astound.com Resolution Steps   Login to Usertools with your username and password  Under Advanced Options, click Email notification preferences  Place a... Read More

Introduction Rarely, credit / debit card information is placed on an MOP screen in error Example:  Mr. Jones' credit card information was entered on Mr. Smith's account  Important: if the card was used to make an account payment, itÂ... Read More

  Resolution Steps When a customer requests a premium channel, check the channel lineup for availability  Order Entry: Service Change [UD]  Order Type: Internal Order  Enter your information on the Order Entry [ES] screen  Campaign:Â... Read More

Introduction In extremely rare occasions, credit / debit card information is placed on an MOP screen in error Example:  Mr. Jones's credit card information was placed on Mr. Smith's account If a customer used the credit card on... Read More

Introduction In extremely rare occasions, credit / debit card information is placed on an MOP screen in error Example:  Mr. Jones's credit card information was placed on Mr. Smith's account If a customer used the credit... 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   Cancel service, then Activate to correct WebTools errors, and Marry our TiVo to a customer's retail TiVo Married TiVos are connected through TiVo and share programming Retail TiVo TSN do not appear in WebTools;... 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 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