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<title>Home - All Categories - Astound PROD  </title>
<link>https://agentx-astound-kb.hgsdigital.com/category.php?id=75</link>
<description>This RSS Feed contains Articles of Category in the knowledge base. You can click on the title to view its content. Powered by PHPKB (https://www.phpkb.com)</description>
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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4414</guid>
										<title>MMS/RCS/iMessage Send/Receive Mobile Troubleshooting</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4414</link>
										<description><![CDATA[  Before You BeginÂ    MMS/RCS/iMesage Troubleshooting  These steps are for issues sending / receiving messages forÂ plain text or with pictures,Â videosÂ orÂ other attachments Customers may need to verify if the device hasÂ enough spaceÂ to receive...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4412</guid>
										<title>iPhone has Spinning Wheel on Show Caller ID</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4412</link>
										<description><![CDATA[  Show My Caller ID Issue  This can happen when aÂ customer has an issue with enablingÂ Show My Caller IDÂ underÂ Settings   As reported, thisÂ onlyÂ happens on iPhones Follow theÂ steps below to help resolve the issue        Â    Troubleshooting...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4416</guid>
										<title>Mobile Buyout Program</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4416</link>
										<description><![CDATA[  Mobile Buyout Overview   Mobile Buyout ProgramÂ is a promotional offer designedÂ to attract new internet and mobile customersÂ byÂ reimbursingÂ them up toÂ $500Â per deviceÂ up to 5 devices Eligible customers receive aÂ virtual - Astound WiFi Visa...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4418</guid>
										<title>Mobile Carrier Device Unlock Policies</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4418</link>
										<description><![CDATA[  Factory Unlocked Phones     Devices purchasedÂ directlyÂ from a retailer that doÂ notÂ include aÂ SIMÂ orÂ call planÂ areÂ Factory Unlocked     There isÂ no needÂ to check theÂ Lock statusÂ of aÂ Factory Unlocked phone        Â    Unlocked Devices:...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4424</guid>
										<title>Porting to Astound Mobile: Original Carrier Account Number and PIN</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4424</link>
										<description><![CDATA[  Porting Restrictions   Astound Mobile isÂ unable to port lines from Alaska and countries other than the United States  Due to changing conditions, it is very important toÂ always verify the phone line&#039;s eligibility UseÂ theÂ Number Portability...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4393</guid>
										<title>Payment Arrangement / Promise to Pay</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4393</link>
										<description><![CDATA[  Promise to Pay Overview     AÂ Promise to PayÂ (P2P)Â expiresÂ whenÂ billing runsÂ in theÂ evening of the promise day      Advise customers to payÂ before 10:00 pm ETÂ of the promise day to avoid suspension      Monies moving to theÂ 31-60 dayÂ...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4420</guid>
										<title>New Install - Data with One or More Mobile Line&#40;s&#41;</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4420</link>
										<description><![CDATA[  Important Information   Authenticate two (2) security questions OR the CPNI PIN and one (1) security question before discussing or changingÂ CPNI and PII protected information;Â customer cannot opt-out of CPNI verification Â  Free Unlimited Mobile...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4419</guid>
										<title>Network Reset Astound Mobile</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4419</link>
										<description><![CDATA[  Network Reset Customer Steps   iPhone  Go toÂ SettingsÂ  &gt;Â Â TapÂ GeneralÂ Â &gt;Â  TapÂ Transfer or ResetÂ [Device] TapÂ ResetââââââÂ  &gt;Â Â TapÂ Reset Network Settings  Â  Android  TapÂ SettingsÂ  &gt;Â  TapÂ General ManagementÂ...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4391</guid>
										<title>EMTA Battery Replacement</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4391</link>
										<description><![CDATA[  Details &amp; FAQs     It is mandatoryÂ to offer a 24 hour EMTA back-up battery toÂ newÂ 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...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4395</guid>
										<title>Installation, Repair and One Time Charge / OTC Policies</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4395</link>
										<description><![CDATA[  Installation, Repair One Time Charge Policies    Cable, Phone and Internet: All MarketsÂ  Home Security: enTouch TXÂ  Astound Mobile Phone        Installation Promotions   Reminder: all promotions must be entered in theÂ CampaignÂ selection on theÂ...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4427</guid>
										<title>Resending the QR Code for Astound Mobile</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4427</link>
										<description><![CDATA[  QR Code Issues   QR code was never received, or if the customer claims theyÂ did not get the emailVerifyÂ email addressÂ given and have them checkÂ their spam or trash foldersÂ for the original email before proceedingQR code canÂ onlyÂ be resentÂ...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4421</guid>
										<title>Overcome Objections: Resi Astound Mobile</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4421</link>
										<description><![CDATA[  Mobile Savings   The Mobile Comparison Sheet was replaced with the links below; this ensures the information is always up-to-date Mobile Calculator Astound vs. the competition       Â    Overcoming ObjectionsÂ    âI don&rsquo;t know about...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4426</guid>
										<title>Reconnect a Disconnected Mobile Line</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4426</link>
										<description><![CDATA[  Business Rules    Reconnects are permitted up toÂ 30 days after disconnection When a mobile line is no longer eligible, the system will respond with anÂ error message Any mobile phone number that has been disconnected after 30 days cannot be...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4428</guid>
										<title>Set Voicemail Number for Astound Mobile</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4428</link>
										<description><![CDATA[  Android    Open theÂ PhoneÂ app Tap the 3 verticalÂ dots (â®) at the top of the screenÂ  Of the options that present themselves, tapÂ Settings UnderÂ Call Settings, tapÂ Voicemail TapÂ Voicemail number TypeÂ 805-637-7243Â orÂ 805-637-7249 orÂ 805...]]></description>

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<item>
										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4423</guid>
										<title>Port Out Mobile Service to Another Carrier</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4423</link>
										<description><![CDATA[  When Disconnecting Mobile and Data   First - always attempt toÂ retain the customerÂ   Do notÂ disconnect Mobile service in ICOMS ReachÂ disconnects the line immediately Process theÂ port out inÂ Reach, and schedule aÂ downgradeÂ in ICOMS toÂ...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4425</guid>
										<title>Reach Central Updates: Q2 2026</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4425</link>
										<description><![CDATA[       Search Enhancements   Great News! There are no changesÂ accessingÂ Reach Central from BOLT  EffectiveÂ May 21, 2026, you can expect to see theseÂ enhancementsÂ andÂ updatesÂ toÂ Reach CentralÂ  All affected articles are updated in Simon onÂ...]]></description>

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<item>
										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4405</guid>
										<title>Errors when Porting or Transferring to Astound Mobile</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4405</link>
										<description><![CDATA[  Before you Begin   Important:  If resubmitting doesÂ notÂ work,Â cancel the port completelyÂ andÂ redo the orderÂ   At this time, Astound Mobile isÂ unable to port lines from Alaska and countries other than the United States  However, due to...]]></description>

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<item>
										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4411</guid>
										<title>International Calling and Roaming Issues for Mobile</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4411</link>
										<description><![CDATA[  International Calling/Roaming: Enabled   Domestic Roaming, International Calling/Roaming areÂ off by defaultÂ forÂ allÂ Astound Mobile customersÂ   BeforeÂ troubleshooting, make sureÂ International CallingÂ isÂ enabled  Â  All conditionsÂ mustÂ be...]]></description>

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<item>
										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4417</guid>
										<title>Mobile Calls Dropping or Poor Signal</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4417</link>
										<description><![CDATA[  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...]]></description>

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<item>
										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4409</guid>
										<title>General Troubleshooting for Astound Mobile</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4409</link>
										<description><![CDATA[  Information   These are general guidelines and a good starting point for you to help your customer.Â Note:Â Voice SupportÂ doesÂ notÂ handle / support Mobile.       Â    Make sure Astound Mobile service is Active and not in Non-Pay status in BOLT  ...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4408</guid>
										<title>Find a Device&#039;s IMEI: Astound Mobile</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4408</link>
										<description><![CDATA[  IMEI Overview   IMEI stands for International Mobile Equipment Identity  AnÂ IMEIÂ is aÂ unique 15-digit numberÂ thatÂ identifiesÂ aÂ deviceÂ on aÂ mobile network Also called an ESN or MEID, it can be found in theÂ Settings menuÂ ofÂ any phone  Â ...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4403</guid>
										<title>Enable International Service, Rates, and Roaming on Mobile</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4403</link>
										<description><![CDATA[  International and Roaming are Off by Default   Domestic Roaming, International Calling/Roaming areÂ off by defaultÂ for all Astound Mobile customers All conditionsÂ mustÂ be metÂ beforeÂ these servicesÂ are turned on by a member ofÂ Care Management...]]></description>

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<item>
										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4404</guid>
										<title>Erasing previous Carrier&#039;s eSIM or Adding Astound Mobile eSIM</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4404</link>
										<description><![CDATA[  mportant Warning     Do not attempt this unless the customer has disconnected service with their previous carrier     Removing or Erasing the SIM/eSIMÂ will cause the mobile device to stop workingÂ   Customers should not do this on the device they...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4410</guid>
										<title>Help Customers Unlock the Astound Mobile Account</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4410</link>
										<description><![CDATA[  Important   Customers must do this in their Astound Mobile app*Â orÂ selfcare pageÂ (my.astound.com).Â   Agents are unable to do this through Reach Central If using aÂ web browserÂ on aÂ mobile deviceÂ to accessÂ my.astound.com, theÂ Account LockÂ...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4392</guid>
										<title>EMTA Battery Replacement for CA, OR and WA</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4392</link>
										<description><![CDATA[  Details &amp; FAQs     Digital phone serviceÂ requires a working telephony modem (EMTA)Â andÂ powerÂ to the deviceÂ in order to function      Power outagesÂ can possibly cause disruption to phone serviceÂ       EMTAs use a battery that keep phone...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4400</guid>
										<title>Prorates and Promo Roll-off Methods</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4400</link>
										<description><![CDATA[  Methods Used   Prorate method ExtendÂ is most commonIt is used when the promotionÂ extends pastÂ its&#039;Â expirationÂ date to theÂ end of the bill periodThis helps toÂ avoid proratesÂ and customer confusion Prorate method AlwaysÂ isÂ whenever a...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4407</guid>
										<title>Failed Activation: Mobile Service Inactive</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4407</link>
										<description><![CDATA[       Before You Begin   Verify the following before moving forward  eSIM / physical SIM inserted / activated Notification from Astound Mobile received Service still isn&rsquo;t active  Â    Use theÂ steps below to refresh the Astound Mobile signal ...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4401</guid>
										<title>Disconnect Keeping Only Mobile</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4401</link>
										<description><![CDATA[  Please Note    Follow the usual steps forÂ handling past due accounts, when needed        Â    Set Correct Expectations    Mobile priceÂ increases $20 per lineÂ whenÂ notÂ subscribedÂ toÂ AstoundÂ Data serviceÂ  AnyÂ other mobile offer that needs...]]></description>

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<item>
										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4413</guid>
										<title>Issues Accessing Reach Central</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4413</link>
										<description><![CDATA[  LoopingÂ on Login Screen   This means the agent is not set up in the Ping ID Reach Agent Group Submit anÂ Express Lane RT FormÂ andÂ include the following:Â   Full Name AD Credentials Email Address Group identifier Ping ID Reach Agent group       ...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4406</guid>
										<title>Existing Resi Customer Unlimited Mobile Retention Offer</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4406</link>
										<description><![CDATA[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...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4402</guid>
										<title>Disconnect Mobile Line&#40;s&#41; in Reach Central</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4402</link>
										<description><![CDATA[  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 /...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4415</guid>
										<title>Mobile Phone eSIM Compatibility</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4415</link>
										<description><![CDATA[  Compatibility   Please see this list of eSIM compatible devices.       Â    iPhoneÂ eSIM Availability   Customers can check their device to make sure it can accept an eSIM  TapÂ SettingsÂ |Â GeneralÂ |Â About Scroll down to view theÂ Carrier LockÂ...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4387</guid>
										<title>Retention Team Process - H.E.A.R.D.</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4387</link>
										<description><![CDATA[  Identify the Customer   Verify the personÂ you are speaking with is authorized to make changes/disconnect the account  Verify CPNI:Â authenticate two (2) Security QuestionsÂ ORÂ theÂ CPNI PIN and one (1) security questionÂ beforeÂ discussingÂ orÂ...]]></description>

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										<guid>https://agentx-astound-kb.hgsdigital.com/article.php?id=4386</guid>
										<title>Direct TV Q&amp;A</title>
										<link>https://agentx-astound-kb.hgsdigital.com/article.php?id=4386</link>
										<description><![CDATA[  What are the features DIRECTV offers? Â Â Â Â Â Â Â Â Â Â Â Â Â Â    DVR Hours:Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â  Â Â Â Â Â Â  Unlimited, recordings expire after 9 months DVR Storage &amp; Playback:Â Â Â Â Â Â ...]]></description>

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