Introduction

Audio Issue Explanation:

• One channel on all TVs in the home may be a channel provider issue
   
• One channel or all channels on one TV out of many in the home may also be an equipment or connection issue
   
• One channel or all channels on all TVs in the home may also be an issue outside the customer's home

 

Resolution Steps

1. Check for Outages
    
2. Verify the Serial Number  / TSN Number
    
3. Make sure all connections on the converter box and TV are finger-tight
    
4. Make sure the Volume settings are adjusted and TV is not muted
    
5. Power cycle the converter
    
6. Send a Balance hit
    
7. If the problem persists, click the Create Work Order or Technical Case button on the Work Orders Tab in BOLT
    
   • Click the Create Work Order or Technical Case, fill out the information as described below and click Submit
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     Trouble Call or Tech Case	Trouble Call
     Service Category	Cable
     Problem Description	AL - Audio Problem Cable
     Select	All Affected Channels
     Select	All Affected Equipment
     Schedule	First available time that works for the customer