IPTV error V539, V549, V635, V639, V642- Article no. 8517

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

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 hardwired to the eero / router, check the connection
- If wireless, check the wireless network health and RSSI signal (signal to the equipment) in Merlin
Channel away, and then channel back

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

Article ID: 120
Created: February 1, 2024
Last Updated: February 1, 2024
Author: [shekhar.bhanot@teamhgs.com]