shekhar-retail@teamhgs.com

  Resolution Steps Press any key on the remote to clear the error  Try to order the VOD again; customers are not charged more than once for a VOD ordered more than once within the same time frame  Verify the Serial Number  / TSN Number ... Read More

  Resolution Steps   Wait 2 minutes and try the VOD again to temporarily correct the issue  Even if the VOD plays, schedule a technician; the error will reoccur  Click Create Work Order or Technical Case on the Work Orders Tab in... Read More

Introduction This is a Signal or Connection Error (and occurs when you remove the coax cable from the cable box while it is on) Resolution Steps Unplug power from back of converter box Check the coax to ensure it s screwed securely into the... Read More

Introduction CL-517 errors cannot be resolved over the phone; a technician visit is required Resolution Steps Click Create Work Order or Technical Case on the Work Orders Tab in BOLT Fill out the information as described below and clickÂ... Read More

Introduction CL-17 Errors cannot be resolved over the phone; a technician visit is required Resolution Steps Click Create Work Order or Technical Case button on the Work Orders Tab in BOLT  Fill out the information as described below and... Read More

  Resolution Steps Verify the Serial Number / TSN Number  Send a Balance hit  Power Cycle the equipment  If the issue persists, click Create Work Order or Technical Case button on the Work Orders Tab in BOLT  Click Create Work Order or... Read More

  Resolution Steps Verify the Serial Number / TSN Number  Send a Balance hit  Power Cycle the equipment  If the problem persists, click the Create Work Order or Technical Case button on the Work Orders Tab in BOLT  ​​​​​​​ClickÂ... Read More

Introduction Customers may have to wait up to 5 minutes for the channel to restore itself This typically occurs when the station is experiencing technical difficulty This also happens when the station is not airing content due to a Sports Blackout... Read More

Introduction Important: if Temporarily Off Air appears on a specific channel on all TVs: Check for Current outages  Ensure this is not a Sports Blackout  If the steps above do not explain the problem, let the customer know the issue is... Read More

Self-Service Support Alert:  this article is available for customer self-service on help.astound.com Introduction As your local cable TV provider, we are prevented by law to air a certain events because a specific channel owns exclusive... Read More