Introduction
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
- 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
- Verify the IPTV equipment is connected to using the IPTV tab in Merlin
- If hardwired to the eero / router, check the connection
- If wireless, check the wireless network health and RSSI signal (signal to the equipment) in Merlin
- For any issue with the data service, click Create Work Order or Technical Case
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:
- 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
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 Add Contact Phone, Contact name, relevant information