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Introduction A statement is not received in these instances:   Disconnected accounts with a zero-dollar balance  Use Billing Ledger for Creating a Customer Statement for proof of payment requests on a final bill  Active account with a... Read More

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

Introduction On the BOLT Summary Screen, the Cabinet ID and Node are listed above Location  Resolution Steps On the ICOMS House Maintenance [HM] screen, page down once to view the Node and Drop Information Cabinet ID: the last... Read More

  Resolution Steps Make Sure the Customer is: Watching an HD PPV Event on an HD TV and with an HD Converter  On the correct channel  If the PPV event started, and the HD PPV was purchased on a Standard box, issue a One Time Credit ... Read More

  Resolution Steps Verify the Serial Number  / TSN Number  Send a Balance hit  Power Cycle the equipment  If the issue persists, click the Create Work Order or Technical Case button on the Work Orders Tab in BOLT  Click Create Work Order or... Read More

  Resolution Steps Verify the Serial Number  / TSN Number  Send a Balance hit  Power Cycle the equipment  If the issue persists, click the Create Work Order or Technical Case button on the Work Orders Tab in BOLT  Click Create Work Order or... Read More

  Resolution Steps Remove any of the following characters from the account name in ICOMS1 2 3 4 5 6 7 8 9 0 < > , " & '   Ensure a Sub Account exists on the account  Verify the Serial Number / TSN Number  Power Cycle the... Read More

  Resolution Steps Press any key on the remote to clear the error  Try to order the VOD again; customers are not charged more than once for a VOD ordered more than once within the same time frame  Verify the Serial Number  / TSN Number ... Read More

Self-Service Support Alert: this article is available for customers on help.astound.com Resolution Steps DVRs may exhibit a slight broadcasting delay from other converters in the house Incoming signals are temporarily encoded and copied to the... Read More

Introduction Non-Routable IPs only work on LANs or closed networks They are not publicly addressable IP addresses Resolution Steps Non-Routable IPs 204.152.64.0/23: any address between 204.152.64.0 and 204.152.65.15 169.254.0.0/16: any... Read More