Troubleshooting Different TiVo Service Status (22, 7, 8, 3)-5893

• Issue Feedback regarding this matter 

The customer may also see "In Order to Start Services on this Device..."

To resolve:

1. Verify the Serial Number  / TSN Number
    
   • If the TSN does not match ICOMS use the proper procedure
      
2. Make sure each TiVo box has TiVo service code NTIVOSV on each on a separate Data occurrence (HS screen)
    
3. Re-provision the TiVo
    
4. Ensure all cable fittings are properly secured
    
5. Reboot modem in Merlin
    
6. Power Cycle the modem, router and any ECBs on the account in that order
    
7. Force Connect the TiVo
    
8. Restart the TiVo 
    
9. Check the service state of the TiVo in BOLT Diagnostics after you have done the above steps
    
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	TiVo Issue
      Service Category	TiVo ONLY
      Problem Description	Account Closed
      Select	All affected TiVos
      Comments	Service Status ##,  not resolved after troubleshooting

Use the steps below for TiVo devices only. For IPTV, use these steps instead.

1. Check BOLT for a recently completed Non-Pay Work order
    
   • If account is current, proceed to next steps
      
   • If not current, take a payment. Services will not come back up without a payment
      
2. Make sure each TiVo box has TiVo service code NTIVOSV on each on a separate Data occurrence (HS screen)
    
3. Verify the Serial Number  / TSN Number
    
4. Find the TSN in BOLT Diagnostics to ensure the TiVo is active
    
   • If no TSN:
      
     1. Re-provision the TiVo
         
     2. The TSN should display after you do this
         
     3. If the TSN remains missing, Verify the TSN with the customer
   
   
   • If TSN is visible with other TiVos on the account:
      
     • Select the TiVo in question and synch the account in WebTools. The TiVo should show as inactive. Re-activate it, then synch the account again

1. Balance the account, and wait a few minutes to see if anything changes
    
2. Force Connect the TiVo
    
3. Check the service state of the TiVo in BOLT Diagnostics after you have done the above steps
    
4. 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	TiVo Issue
     Service Category	TiVo ONLY
     Problem Description	Account Closed
     Select	All affected TiVos
     Comments	Service Status ##,  not resolved after troubleshooting

1. Verify the Serial Number  / TSN Number
    
2. Verify the installation Work Order has been completed and all Service codes are active
    
   • If not, complete the Work Order
      
3. Make sure each TiVo box has TiVo service code NTIVOSV on each on a separate Data occurrence (HS screen)
    
4. Re-provision the TiVo
    
5. Force Connect the TiVo
    
6. Restart the TiVo
    
7. Check the live service state of the TiVo after you have done the above steps
    
8. 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	TiVo Issue
     Service Category	TiVo ONLY
     Problem Description	Account Closed
     Select	All affected TiVo
     Comments	Service Status ##,  not resolved after troubleshooting