All Cable Troubleshooting

  Resolution Steps Make Sure the Customer is: Watching an HD PPV Event on an HD TV and with an HD Converter  On the correct channel  If the PPV event started, and the HD PPV was purchased on a Standard box, issue a One Time Credit ... Read More

Introduction   If adult content is showing where it shouldn't be, contact someone on your support team and they will let the Control Desk know immediately   Resolution Steps Click Create Work Order or Technical Case on the Work... Read More

  Resolution Steps Verify the Serial Number  / TSN Number  Send a Balance hit  Power Cycle the equipment  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... Read More

  Resolution Steps Verify the Serial Number  / TSN Number  Send a Balance hit  Power Cycle the equipment  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... Read More

Introduction For DC Metro, IL, MA, NY and PA customers only Astound Digital TV subscribers can access MLB Network TV Everywhere content on their PC and mobile devices  Customers must subscribe to the Cable tier that includes MLB Network Â... 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 on the Work Order Tab in BOLT  Click Create Work Order or Technical... Read More

  Resolution Steps Remove any of the following characters from the account name in ICOMS1 2 3 4 5 6 7 8 9 0 < > , " & '   Ensure a Sub Account exists on the account  Verify the Serial Number  / TSN Number  Send a Balance hit ... Read More

  Resolution Steps Remove any of the following characters from the account name in ICOMS1 2 3 4 5 6 7 8 9 0 < > , " & '   Ensure a Sub Account exists on the account  Verify the Serial Number / TSN Number  Power Cycle the... Read More

  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