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Frequently Asked Questions

How do I notify Astound if I change the address of my phone equipment - for e911 notification (in case of an emergency)?

Astound must have an accurate street address for the location of each landline telephone. It is essential that the telephone’s address matches the physical location, so that in case of an emergency, 911 is able to direct emergency personnel (fire, police, and other emergency responders) to the correct location.

If you would like to make an address update request, please complete the 911 Address Update and Verification Form.

Astound Business Voice, like all Astound services, also requires that our facilities maintain power. To that end, all of our key facilities have automatic back-up generators, and we have our own back-up power supplies at most other levels throughout our systems, as well as contingency plans in place to minimize the likelihood of an outage. In the unlikely event that the Astound facility that supplies service to your business loses power, then your phone service will not work, even if you have power at your location. If you have an emergency alert system that uses your phone system, such as Life Alert, it will not work if your Business Voice service is not working. We encourage you to have backup power source available to maintain your phone service in the case of a power outage to your location— as well as alternative methods of communication, such as a cellular phone for emergency situations. Call us at 1-833-249-2786 if you have any questions.

Astound Business Voice service is delivered via packet technology, and unlike an internet phone service, we use our own fiber-optic connection and a dedicated private network to ensure the highest quality service. It relies on a telephony modem to work, and that modem requires power to operate. If you lose power in your location, your phone will not work unless you have a backup power source. While this rarely impacts our customers, we want to make sure you know how to stay prepared if this situation should ever arise.

Astound offers a battery back-up solution for in case of a power outage. For most modems, this battery costs $39.95 and provides eight hours talk time and twelve hours standby. To order a back-up battery, please call Astound at 1-833-249-2786. If you have your own back-up power supply, such as a generator, then you can use this power source to run your telephony modem during an outage. We also recommend having at least one telephone receiver in your location that does not require an external power source (does not plug into an electrical outlet).

Astound Hosted Voice Support

Current User Guides

pdf

Astound Hosted Voice User Guide

pdf

Astound Hosted Voice Admin Guide

pdf

Astound Phone Desktop Guide-v3.10

pdf

Astound Phone Short Guide-v3.10

pdf

Astound Business Phone User Guide

pdf

Astound Business Phone Admin Guide

pdf

Poly Edge E Series Phone User Guide

pdf

Poly C60 User Guide

pdf

Poly Rove DECT IP Phones User Guide

Legacy User Guides

Hosted Voice User Guide

Hosted Voice Admin Guide

Business Phone User Guide

Business Phone Admin Guide

Poly Edge B Series IP Phones

Poly Rove DECT IP Phones User Guide

Linked below is a zipped executable file that can be downloaded as part of your Astound Hosted Voice service. Astound Hosted Voice Attendant Console is a professional softphone for operators and receptionists available for your Astound Hosted Voice service.

Download Attendant Console

Poly Phone Quick Start Guides and Tutorial Videos

Poly Edge B Series

Poly Trio Series

Need immediate support?

We are here to help 24/7. Talk to a support specialist: 1-833-249-2786.

Disclaimers

Not all services, speeds and product features are available in all areas. Taxes & fees apply to all services and are subject to change. All services a governed by Astound Business Solutions Terms and Conditions. Other restrictions may apply. Internet speeds may vary & are not guaranteed. Certain equipment may be required to reach advertised speeds. DOCSIS 3.1 modem with 2.5GE physical LAN port is required for 1 Gigabit speeds and higher. Learn more on why speeds may vary. To view Astound’s FCC Network Management Disclosure see below. Modem required for Internet service. Wi-Fi Security provided by eero. ±Astound Internet is powered by fiber and connected to the premises via coaxial connection or fiber, where available. Delivery methods may vary by area.

TV rates are not promotional and are subject to change. Availability of channels, packages, TV tiers and other offerings may vary by location and is subject to change. Any additional services (such as equipment, add-on channels and other tiers of service) are subject to additional charge & regular increases. Minimum internet speed of 250 Mbps is required for Business TV service. Programming subject to change; availability may differ by location; certain on demand, events and pay-per-view titles are available an addt’l cost. High definition may not be available in all markets. Refer to your on-screen guide for details.

Available phone services may vary based on market and location. Additional charges apply to new or moved phone jacks and may apply to additional cable jacks as well as custom or non-standard installation work. Other restrictions may apply. Read phone equipment and battery backup details. CA/OR RESIDENTS: pricing for phone does not include 2% Regulatory Administration Fee.

New business customers only, and other restrictions apply. Customer consents to texts, emails & calls by Astound for purposes relating to customer’s account. All services are governed by the Astound Small Business Services Subscriber Agreement.

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