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Astound Broadband

Voice Mail for Most Areas of TX

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Important Information

Brownwood, Early and Houston Residents: click the link for your instructions, below

Setting up voice mail for the first time must be done from your home or business line

  • Dial *86 and follow the steps in the tutorial
     
  • The tutorial walks you through setting up a PIN, recording your name and setting up a greeting for your callers

PIN rules

  • Must be at least 6 digits

  • Can't be the same digit (ex 111111 or 444444)

  • Can't have more than two repeating digits (ex 110022 is okay; 111000 is not)

  • Can't be in numerical sequence (ex 123456 or 456789)

  • Can't match any part of the phone number
     

Messages: allows messages up to 2 minutes in length with full mailbox limit of 50 minutes; holds messages for 60 days

Accessing Voice Mail from Home: 

  • When accessing voice mail from your home / business, dial *86
     
  • Press * (star key) during the greeting, enter your PIN and press the # key

Access Voice Mail Remotely

  • To access voice mail when away from your home / business, dial your phone number
     
  • When you reach voice mail, press * (star key) 
     
  • You are prompted to enter your PIN; press # key
     
  • When listening to messages, follow these steps to manage your messages:
     
    • Listen to your messages: press 1
    • Save a message: press #
    • Delete a message: press 7
    • Previous message: press 4
    • Next message: press 6
    • Skip backward: press 1
    • Skip forward: press 3
    • Pause / Resume: press 2
 

Voice Mail Greetings

There are two greetings to set up:

  1. Busy greeting 
     
    • Used when you are on the line
       
  2. No answer greeting 
     
    • Used when line is unanswered or set to go to voice mail

You must press * to go back to the main menu after setting up one of the greetings to access the other greeting

Change greetings

  • To change the busy greeting: press 2
     
  • To change the no answer greeting: press 3
     
  • To compose a new message: press 5
     
  • To change your passcode: Main Menu - press 8
     
  • To change your name: press 9
 

Voicemail Troubleshooting Steps

Telephone Feature Changes and Voice Mail Rings

The Default VM Pin is 9999

  • Confirm voice mail is active on the line in ICOMS / BOLT
     
  • Review access instructions 
     
  • Verify customer is using the correct voice mail access number (if copper line)
     
  • Identify the issue
     
    • Invalid PIN: Reset PIN
       
      • Digital Phone: reset in BOLT Phone Manager
         
      • Legacy Phone: enter TC Case below
         
    • Voice mail is Disabled (PIN becomes locked when entered incorrectly several times): reset the PIN
       
      • Digital Phone: reset in BOLT Phone Manager
         
      • Legacy customers: enter TC Case below
         
    • Calls reach answering machine instead of voice mail:
       
      • Customer prefers to use an answering machine instead of voice mail: Change VM rings to two more than the number of rings on the answering machine
         
      • Customer wants to use voice mail: discontinue use of answering machine or change VM cycle to 6 or more rings
          
  • Calls do not reach voice mail when the line is busy or unanswered: troubleshoot to verify CFDA and CFB is on the line
     
    • All others - contact Voice Support when necessary
       
    • Digital phone - verify in Phone Manager
       
    • Incoming Calls Reach Fax Machine instead of voice mail
       
      • Some fax machines can work with voice mail. Customer must check manual for instructions
         
  • Stuttered Dial Tone is Not Working: Customer is unaware a message is waiting
     
    • Contact Voice Support to ensure the mail box is built correctly/not locked out
       
  • If troubleshooting steps do not resolve the issue, create Work Order or Technical Case in BOLT:
     
    • Fill out the information as described below and click Submit:
       
      Trouble Call or Tech Case: Trouble Call
      Service Category: Telephone
      Problem Description: CL - Phone Feature Problem
      Phone Lines Affected Choose phone line with issue
      Phone Issue: voice mail
      Enter: Contact Phone and Contact Name
      Notes: Explain the issue

TX customers must set up voice mail for the first time from their home or business phone by dialing *86, creating a PIN, and recording their name and greetings. Messages can be saved, deleted, or managed using phone keypad commands. If voice mail problems, verify the service is active, confirm they are using the correct PIN and access number, and follow troubleshooting steps. If the issue is not resolved, a Trouble Call be submitted with details about the problem. Separate information is available to Brownwood and Houston, TX customers with voice mail*