IPTV Error c601, c604, c606, c610, c627
Estimated Reading Time: 2 MinutesResolution 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
Start with Data Troubleshooting Steps for IPTV
- Ensure the account is active and in good standing
- Verify the Serial Number / TSN Number
- Verify the IPTV equipment is connected to using the IPTV tab in Merlin
- 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 hardwired to the eero / router, check the connection
- If wireless, check the wireless network health and RSSI signal (signal to the equipment) in Merlin
- If hardwired to the eero / router, check the connection
- 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
- Click Create Work Order or Technical Case, fill out the information as described below and click Submit
If Troubleshooting Data Hasn’t Resolved the IPTV Issue:
- Ensure a valid phone number is in the Home Phone field in ICOMS, then Balance the account
- Verify the Serial Number / TSN Number
- Power cycle the IPTV box
Important: follow power cycling steps carefully; each box is power cycled differently
- If the issue is not resolved, and this is not a data issue click Create Work Order or Technical Case
- Click Create Work Order or Technical Case, fill out the information as described below and click Submit
Trouble Call or Tech Case IPTV Issue Service Category IPTV ONLY Problem Description Network Connection Issue - IPTV Select Click the box next to the affected box(es) only Notes Contact Phone, Contact name, relevant information
Note the IPTV Error: c601, c604, c606, or c627 and any message associated with it
- Click Create Work Order or Technical Case, fill out the information as described below and click Submit