IPTV Frozen / In a Non-Responsive State- Article no. 9207

Introduction

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

Resolution Steps

1. Verify the account is Active and in good financial standing
    
2. Make sure there is a valid phone number in the Home Phone field in ICOMS
    
3. Ensure the HDMI connection to the TV is secure and the TV is on the correct input
    
4. Verify the Serial Number  / TSN Number is correct, then send a Balance hit
    
5. Ensure the internet equipment is online in Merlin, with no signal issues or packet loss
    
6. Use the IPTV tab in Merlin to make sure the IPTV box is connected to the customer's network
    
7. Next, power cycle all internet equipment
    
8. 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
      
9. Power cycle the IPTV box, following these steps carefully
    
10. 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