VOD not Responding to Commands Article no. 5498

Resolution Steps

1. Remove any of the following characters from the account name in ICOMS
   
   1 2 3 4 5 6 7 8 9 0 < > , " & '
    
2. Ensure a Sub Account exists on the account
    
3. Troubleshoot the remote control and try the VOD again
    
4. Verify the Serial Number  / TSN Number
    
5. Power Cycle the converter
    
6. Send a Balance hit
    
7. 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	VOD Issue
     Service Category	VOD
     Problem Description	Problem with application
     Select	All affected equipment
     Schedule	First available time that works for the customer
     Notes	Valid contact name and phone number

Article ID: 421
Created: February 24, 2024
Last Updated: February 24, 2024
Author: shekhar-retail@teamhgs.com [shekhar-retail@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=421