Gordon.Natasha

Before You Begin Verify the following before moving forward eSIM / physical SIM inserted / activated Notification from Astound Mobile received Service still isn’t active   Use the steps below to refresh the Astound Mobile signal ... Read More

Offer and Eligibility Important: Customers with free* data service do not qualify for a Free Mobile offer *where data service is discounted to zero dollars per month Free Unlimited Mobile promotion is not available with the Multi Product Discount... Read More

Before you Begin Important: If resubmitting does not work, cancel the port completely and redo the order  At this time, Astound Mobile is unable to port lines from Alaska and countries other than the United States However, due to... Read More

mportant Warning Do not attempt this unless the customer has disconnected service with their previous carrier Removing or Erasing the SIM/eSIM will cause the mobile device to stop working  Customers should not do this on the device they... Read More

International and Roaming are Off by Default Domestic Roaming, International Calling/Roaming are off by default for all Astound Mobile customers All conditions must be met before these services are turned on by a member of Care Management... Read More

Are You in the Right Article? These processes are either automated or follow a different process Non-Pay Suspension Non-Pay Disconnection Seasonal Disconnection Porting a mobile line to another carrier Transfer of Service to another Location /... Read More

Please Note Follow the usual steps for handling past due accounts, when needed   Set Correct Expectations Mobile price increases $20 per line when not subscribed to Astound Data service  Any other mobile offer that needs... Read More

Methods Used Prorate method Extend is most commonIt is used when the promotion extends past its' expiration date to the end of the bill periodThis helps to avoid prorates and customer confusion Prorate method Always is whenever a... Read More

Determine the Reason for Disconnect Ask why the customer wants to disconnect their service We would hate to lose you as a customer! Can I ask the reason you are looking to disconnect? Based on their response, follow the appropriate... Read More

Spotlight on Data: Good, Better, Best Retention Offers on this page are for the Customer Care Billing Team;  Retention Team members, click here for your offers BETTER Offers follow the Marketing ID on each account BEST Offers areÂ... Read More