IPTV Error c601, c604, c606, c610, c627
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
Start with Data Troubleshooting Steps for IPTV
- Ensure the account is active and in good standing
- Verify the Serial Number / TSN Number
- Verify the IPTV equipment is connected to using the IPTV tab in Merlin
- Send a balance hit
- Check the data equipment in Merlin; ensure the modem is online without signal issues or packet loss
- Make sure the box is connected to your network
- 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 |
If Troubleshooting Data Hasn’t Resolved the IPTV Issue:
- Ensure a valid phone number is in the Home Phone field in ICOMS, then Balance the account
- Verify the Serial Number / TSN Number
- Power cycle the IPTV box
Important: follow power cycling steps carefully; each box is power cycled differently
- If the issue is not resolved, and this is not a data issue click Create Work Order or Technical Case
- Click Create Work Order or Technical Case, fill out the information as described below and click Submit
| Trouble Call or Tech Case |
IPTV Issue |
| Service Category |
IPTV ONLY |
| Problem Description |
Network Connection Issue - IPTV |
| Select |
Click the box next to the affected box(es) only |
| Notes |
Contact Phone, Contact name, relevant information
Note the IPTV Error: c601, c604, c606, or c627 and any message associated with it |
Article ID: 109
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=109