IPTV error V539, V549, V635, V639, V642- Article no. 8517
Estimated Reading Time: 1 MinutesIPTV 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
Resolution Steps
- Ensure the account is Active and in good financial 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
- Channel away, and then channel back
- 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
- Click Create Work Order or Technical Case, fill out the information as described below and click Submit