Gordon.Natasha

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

Ask the Reason for the Disconnect Always ask why! Apologize or show empathy, and either ask the reason for the disconnect or restate the reason given for the disconnect   Select a reason below for help asking the right questions; be... Read More

Installation, Repair One Time Charge Policies Cable, Phone and Internet: All Markets  Home Security: enTouch TX  Astound Mobile Phone Installation Promotions Reminder: all promotions must be entered in the Campaign selection on theÂ... Read More

Important Information Authenticate two (2) security questions OR the CPNI PIN and one (1) security question before discussing or changing CPNI and PII protected information; customer cannot opt-out of CPNI verification   Free Unlimited Mobile... Read More

Promise to Pay Overview A Promise to Pay (P2P) expires when billing runs in the evening of the promise day Advise customers to pay before 10:00 pm ET of the promise day to avoid suspension Monies moving to the 31-60 dayÂ... Read More

Details & FAQs Digital phone service requires a working telephony modem (EMTA) and power to the device in order to function Power outages can possibly cause disruption to phone service  EMTAs use a battery that keep phone... Read More

Details & FAQs It is mandatory to offer a 24 hour EMTA back-up battery to new residential phone customers You can still make phone calls and have access to 911 You will need a corded phone; this type of phone can usually... Read More