Astound PROD

Before Troubleshooting Calls Dropping or Poor Mobile Signal can be caused by Distance from a cell tower Obstructions Weather Outdated device software Network congestion Data provider issue / Data service issue Where is the Issue Happening? Is... Read More

Mobile Buyout Overview Mobile Buyout Program is a promotional offer designed to attract new internet and mobile customers by reimbursing them up to $500 per device up to 5 devices Eligible customers receive a virtual - Astound WiFi Visa... Read More

Compatibility Please see this list of eSIM compatible devices.   iPhone eSIM Availability Customers can check their device to make sure it can accept an eSIM Tap Settings | General | About Scroll down to view the Carrier LockÂ... Read More

Before You Begin  MMS/RCS/iMesage Troubleshooting These steps are for issues sending / receiving messages for plain text or with pictures, videos or other attachments Customers may need to verify if the device has enough space to receive... Read More

Looping on Login Screen This means the agent is not set up in the Ping ID Reach Agent Group Submit an Express Lane RT Form and include the following:  Full Name AD Credentials Email Address Group identifier Ping ID Reach Agent group ... Read More

Show My Caller ID Issue This can happen when a customer has an issue with enabling Show My Caller ID under Settings As reported, this only happens on iPhones Follow the steps below to help resolve the issue   Troubleshooting... Read More

International Calling/Roaming: Enabled Domestic Roaming, International Calling/Roaming are off by default for all Astound Mobile customers  Before troubleshooting, make sure International Calling is enabled   All conditions must be... Read More

Important Customers must do this in their Astound Mobile app* or selfcare page (my.astound.com).  Agents are unable to do this through Reach Central If using a web browser on a mobile device to access my.astound.com, the Account LockÂ... Read More

Information These are general guidelines and a good starting point for you to help your customer. Note: Voice Support does not handle / support Mobile.   Make sure Astound Mobile service is Active and not in Non-Pay status in BOLT ... Read More

IMEI Overview IMEI stands for International Mobile Equipment Identity An IMEI is a unique 15-digit number that identifies a device on a mobile network Also called an ESN or MEID, it can be found in the Settings menu of any phone  ... Read More