Channels Missing from IPTV Guide- Article no. 8589

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

If the IPTV box was moved to another location, network, or account, ask the customer to return it to its original location
Just like a laptop or gaming system, an IPTV box needs a good connection to the modem to work properly
Always check for outages before troubleshooting

Note: if they cannot tune to the channel in question, please follow this Missing Channel process

Verify the account is Active and in good financial standing
Make sure there is a valid phone number in the Home Phone field in ICOMS
Verify the Serial Number / TSN Number is correct, then send a Balance hit
Make sure the Guide is set to All Channels
Ensure the internet equipment is online in Merlin, with no signal issues or packet loss
Use the IPTV tab in Merlin to make sure the IPTV box is connected to the customer's network

Next, power cycle all internet equipment
Once all internet equipment is back online, make sure the IPTV box is connected to the customer's network
- For hardwired connections to IPTV boxes, check the physical connection
- For wireless connections, check the wireless network health and RSSI signal (signal to the equipment) in Merlin
Power cycle the IPTV box, following these steps carefully

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, including the error