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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

  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 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

Self-Service Support Alert: this article is available for customers on help.astound.com Resolution Steps   Web based email shows messages that are currently in your mailbox on our server; here, you can view, delete, reply to and... 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  Troubleshoot the remote control and try the VOD again  Verify... Read More

Resolution Steps Due to agreements with content providers, VOD content is not recordable through our DVRs and TiVos Customers may see an option to Buy and record; however, this option does not work The message this content is not... Read More

Resolution Steps With Layer 42 customers, we are not to assist them with their billing/account inquiries at this time. Any question asked should be forwarded to billing@layer42.com AGAIN – UNDER NO CIRCUMSTANCE ARE YOU TO DISCUSS A LAYER 42... Read More

Self-Service Support Alert: this article is available for customers on help.astound.com Resolution Steps Astound Broadband Policies and DisclaimersAstound Broadband Privacy Policy Internal Information Privacy Notices are specific to each... Read More