IPTV error V404, V405, V419- Article no. 8555

Introduction

 

The box is out of home. Specifically, the box has been removed from the  customer's network and account and is trying to be used on another account /  network 
 

  • Advise the customer that the box does not detect the network the customer is on
     
    • Has the box been moved to another location, network, or account?
       
      • If so, advise the customer to reconnect the box at the original location
         
    • If the customer claims this is not the case, continue below


 

Resolution Steps

 

IPTV is a Data product; always troubleshoot the modem and its connection to the IPTV device before troubleshooting the IPTV device

 

  • Just like a laptop, gaming system, or other device, IPTV needs a good connection to the modem to work properly
     
  • Never create an IPTV case without completing all data troubleshooting steps, first
     
  • Remember, if there is an issue with the data service, create a Work Order for the data issue

 

  1. Ensure the account is active and in good standing
     
  2. Verify the Serial Number  / TSN Number
     
  3. Send a balance hit
     
  4. Check the data equipment in Merlin; ensure the modem is online without signal issues or packet loss
     
  5. Make sure the box is connected to your network
     
      • If hardwired to the eero / router, check the connection

  6. 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

Article ID: 106
Created: February 1, 2024
Last Updated: February 15, 2024
Author: [shekhar.bhanot@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=106