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Astound Broadband

Customer Education Technician Visits

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A Customer Ed Service Change appointment can be offered when all troubleshooting in Simon has been completed, the issue is still not resolved, the problem is outside normal support, and the customer requests help from a technician. Representatives must confirm the issue, complete all troubleshooting steps, and only schedule a Customer Ed appointment if a Trouble Call is not recommended. The article must show the Customer Ed symbol. Before scheduling, tell the customer about the $79.95 fee, explain that the technician will decide if the charge applies, and then set up the appointment.