HD Cable Troubleshooting

  Resolution Steps If you encounter a customer in the PA or DC markets with a Motorola DCT700 converter that will not power on, follow these simple steps to take care of your customer: Verify the Serial Number  / TSN Number  Ask the... 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  Troubleshoot the remote control and try the VOD again  Verify... Read More

  Resolution Steps Press the Channel Up button on your remote to move off the VOD home page  Power cycle your converter box  Verify the Serial Number  / TSN Number  If the issue persists, click the Create Work Order or Technical Case button... Read More

Introduction   The converter is not communicating properly with the VOD equipment at the Headend  Resolution Steps Press any key on the remote to clear the error  Verify the Serial Number  / TSN Number Send a Balance hit  Power Cycle the... 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  Power cycle the converter  Send a Balance hit  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 Audio Issue Explanation: One channel on all TVs in the home may be a channel provider issue  One channel or all channels on one TV out of many in the home may also be an equipment or connection issue  One channel or all... Read More

  Resolution Steps   Volume may Differ from Channel to Channel, or Show to Show The station broadcasting the content is responsible for the consistency of the audio  broadcast; we pass the broadcast along to our customers The customer can... Read More

Introduction Audio Cuts In / Cuts Out Explanation: One channel on all TVs in the home may be a channel provider issue One channel or all channels on one TV out of many in the home may also be an equipment or connection issue One channel or all... Read More

  Resolution Steps If the customer has an HDTV, set the converter to the correct aspect ratio  Verify the Serial Number  / TSN Number  Send a Balance hit  Power cycle the equipment  If the problem persists, click Create Work Order or... Read More