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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 verificationWith a... Read More

  Resolution Steps   Verify if customer in abuse status   Change password on customer account   If customer is seeing this in third party email software, ask them to switch to IMAP   Ask customer to try emailing themselves   ... Read More

Introduction Before we resolve the abuse status we should do the following: Advise customer that we turned off their email to protect the security of the Astound network system  Assure the customer that once they have taken steps to secureÂ... Read More

Introduction CHID is short for Change ID; these steps are for DC Metro, IL, MA, NY and PA customers, only  Email account status changes to forward email when Change Data User in ICOMS is used  If an ICOMS Data User is changed, and theÂ... Read More

  Resolution Steps   You may send to 400 recipients (email addresses) per hour.  RCN does not allow sending any unsolicited advertising.  From the Internet Access Agreement: 1. Prohibited / Abusive Activities (d) Unsolicited Advertising. You... 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

Self-Service Support Alert: this article is available for customers on help.astound.com Introduction Note: The message 'Retrieving 1 of xx' with less than xx messages displaying, does not indicate missing email Your email is... Read More

Self-Service Support Alert: this article is available for customers on help.astound.com Introduction Full Error Message: SMTP error (send mail) from remote mailer after RCPT TO:<e-mail@abc.com>: host abc.def.ghi.com [12.345.67.89]: 550... Read More

Self-Service Support Alert: this article is available for customers on help.astound.com Resolution Steps Reporting Unwanted Email Select the email in the inbox and press the Spam button on the Webmail toolbar to move the message to theÂ... Read More

Resolution Steps Usertools forwards mail at the server level Mail is diverted away from the email account it was sent to and never reaches it It mails only to the forwarding account To send a copy to the regular account, turn offÂ... Read More