IPTV Box Upgrade Project in DC Metro, IL and MA- Article no. 9363

A small number of Residential customers DC Metro, Illinois and Massachusetts with our first generation IPTV box (Amino) will soon receive a free equipment upgrade notification (see last bullet)
New IPTV equipment with step by step instructions are mailed out to affected customers starting 08/01/2023
Old (ANDSTRM) boxes start shutting off on 8/15/23

The old IPTV boxes are listed as Item ANDSTRM in BOLT and ICOMS
The new equipment is sent out already listed on the customer's account; once the equipment is plugged in, the box will work!
- If the new equipment is installed and giving an error, please troubleshoot as normal
Customer's that have multiple Amino Boxes may only receive one (1) remote. Older Amino remotes do not work with new IPTV equipment. If this is the case, please send the amount of remotes that need to be replaced
- Older Amino remotes do not need to be returned. Please waive the new remote fees. Note: You cannot waive fess in BOLT; agents are allowed to use the ICOMS steps to waive these fees only in this instance for customers that are part of this swap project
The customer's existing IPTV box will still work until they hook up the new one; however, as of 7/24/23 you won't be able to troubleshoot the box remotely anymore

If a customer has service issues and calls in to troubleshoot the old IPTV box before the new equipment arrives, schedule a Trouble Call
BOLT will display an alert message on affected accounts
- IPTV Box Swap Project - See Simon 9363
Self Install Letter

Article ID: 111
Created: February 1, 2024
Last Updated: February 1, 2024
Author: [shekhar.bhanot@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=111