Introduction

Always check the account and the Outage / Reminders Tab in this knowledgebase for outage information, first

Resolution Steps

 

Troubleshooting Steps for Missing Free Preview

 

• Make sure the customer is on the Correct channel and balance the account
   
•  Verify the Serial Number / TSN; if serial number is incorrect, please see a Lead or Supervisor
   
• In ICOMS, place a Change of Service to remove the channel from the account and balance the account
   
• Then, place another Change of Service to add the channel back, and balance the account again
   
• Send a series of hits to the box to populate the free preview
   
• A digital converter box is required; streaming services are typically not included with a free preview