Introduction

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

• If the IPTV box was moved to another location, network, or account, ask the customer to return it to its original location
   
• Just like a laptop or gaming system, an IPTV box needs a good connection to the modem to work properly
   
• Always check for outages before troubleshooting

 

Resolution Steps

1. Verify the account is Active and in good financial standing
    
2. Make sure there is a valid phone number in the Home Phone field in ICOMS
    
3. Verify the Serial Number  / TSN Number is correct, then send a Balance hit
    
4. Ensure the internet equipment is online in Merlin, with no signal issues or packet loss
    
5. Use the IPTV tab in Merlin to make sure the IPTV box is connected to the customer's network

1. Next, power cycle all internet equipment
    
2. Once all internet equipment is back online, make sure the IPTV box is connected to the customer's network
    
   • For hardwired connections to IPTV boxes, check the physical connection
      
   • For wireless connections, check the wireless network health and RSSI signal (signal to the equipment) in Merlin
      
3. Power cycle the IPTV box, following these steps carefully
    
4. 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, including the error