IPTV error V404, V405, V419- Article no. 8555

Introduction

The box is out of home. Specifically, the box has been removed from the customer's network and account and is trying to be used on another account / network

Advise the customer that the box does not detect the network the customer is on
- Has the box been moved to another location, network, or account?
  - If so, advise the customer to reconnect the box at the original location
- If the customer claims this is not the case, continue below

Resolution Steps

IPTV is a Data product; always troubleshoot the modem and its connection to the IPTV device before troubleshooting the IPTV device

Just like a laptop, gaming system, or other device, IPTV needs a good connection to the modem to work properly
Never create an IPTV case without completing all data troubleshooting steps, first
Remember, if there is an issue with the data service, create a Work Order for the data issue

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Start with Data Troubleshooting Steps for IPTV

Ensure the account is active and in good standing
Verify the Serial Number / TSN Number
Send a balance hit
Check the data equipment in Merlin; ensure the modem is online without signal issues or packet loss
Make sure the box is connected to your network
- If wireless, check the wireless network health and RSSI signal (signal to the equipment) in Merlin

If the issue persists, click the Create Work Order or Technical Case button on the Work Orders Tab in BOLT

Click Create Work Order or Technical Case, fill out the information as described below and click Submit

Trouble Call or Tech Case	Trouble Call
Service Category	Data
Problem Description	Select the applicable Data Issue based on above steps
Select	Only the affected equipment
Schedule	First available time that works for the customer
Notes	Include all pertinent information