Introduction

Pease Note: Reprovisioning an IPTV box (removing and adding the cable occurrence) should no longer be a part of troubleshooting, especially during a declared outage. This will only prolong the restoration of services once the outage has been resolved.

Resolution Steps

TiVo Only! Not IPTV (see above)

1. Select the affected TiVo on the Customer Equipment Maintenance [BX] screen in ICOMS
    
   • Click Port Occ Asgn and highlight the Port Typ TIVOSV / Svc Ctg D line
      
   • Click Remove Occurrence, then click Exit
      
2. Select the affected TiVo on the Customer Equipment Maintenance [BX] screen, again
    
   • Click Port Occ Asgn and add a D in the Ctg column
      
   • Hit F4 to query in the Occ column to select the correct occurrence
      
   • Hit Enter to confirm changes, then click Exit
      
3. Go to the Customer Balancing Screen [EB] screen and press Enter to balance the account