Introduction

Verify channel was not moved, removed or renamed
 

• Note: programming may be changed at any time by the channel (i.e. from Bounce TV to Me TV)
  • We have no control over programming changes
  • The channel is not obligated to tell us of these changes
     
• Is this a public access channel?
   
  • Advise programming is not always available 24/7
     
• Is this a lobby channel or building security channel?
   
  • Suggest the customer contact their building management, if they say there's no issue, keep troubleshooting below
  • Note: there are currently no lobby / security camera channels for IPTV; these channels are delivered through cable

Resolution Steps

Converter

1. Check for Outages and verify account is not disconnected for non pay
    
2. Verify customer subscribes to the channel and tier of service
    
3. Send a Balance hit
    
4. If a channel included in a free preview is missing, verify the free preview is not over
    
5. Verify the Serial Number  / TSN Number
    
6. Confirm all connections are finger-tight
    
7. Non-TiVo boxes: Verify channel(s) are not labeled as Skip in the IPG:
    
8. TiVo - ensure the channel is checked on the channel list
    
9. Ensure channel is not in Sports Blackout
    
10. Confirm channel is not subject to Parental Control Restriction
     
11. Verify rates for service codes and equipment matches occurrences
     
12. Power Cycle the equipment

13. If not resolved, Click Create Work Order or Technical Case in the Work Orders tab in BOLT

    • Fill out the information as described below and click Submit  

       

      Trouble Call or Tech Case	Trouble Call
      Service Category	Cable
      Problem Description	AI - Missing Channels
      Cable Channels Affected	Enter Channels Affected
      Cable Issue	Choose appropriate issue Blank/Out Other Issue Parental Control/Rating Issue Pixelating/Snowy Temp Off Air Message To Subscribe Message
      Select	All affected equipment
      Schedule	First available time that works for the customer
      Enter	Contact name and phone number
      Notes	Relevant information
      Tell Customer	Dispatch may call in advance to troubleshoot and resolve the issue before the truck roll

 

CableCARD

1. Check for Outages and verify account is not disconnected for non pay
    
2. Verify customer subscribes to the channel and tier of service
    
3. Send a Balance hit
    
4. Verify the Serial Number  / TSN Number
    
5. Ensure channel is not in Sports Blackout
    
6. Confirm channel is not subject to Parental Control Restriction through the device using the CableCARD
    
7. If possible, unseat and re-seat the cableCARD by gently pulling it out abut not removing it completely, then pushing it back in after a few moments

8. If not resolved, Click Create Work Order or Technical Case in the Work Orders tab in BOLT

   • Fill out the information as described below and click Submit  

     Trouble Call or Tech Case:	Trouble Call
     Service Category:	Cable
     Problem Description:	AI - Missing Channels
     Cable Channels Affected:	Enter Channels Affected
     Cable Issue:	Choose appropriate issue: Blank/Out Other Issue Parental Control/Rating Issue Pixelating/Snowy Temp Off Air Message To Subscribe Message
     Select:	All affected equipment
     Schedule:	First available time that works for the customer
     Enter:	Contact name and phone number
     Notes:	Relevant information
     Tell Customer:	Dispatch may call in advance to troubleshoot and resolve the issue before the truck roll