Introduction

Important:

• if Temporarily Off Air appears on a specific channel on all TVs:

1. Check for Current outages
    
2. Ensure this is not a Sports Blackout
    
3. If the steps above do not explain the problem, let the customer know the issue is most likely with that particular station and that we will research it

 

Resolution Steps

1. Check for current outages
    
2. Ensure this is not a Sports Blackout
    
3. Verify the Serial Number / TSN Number

1. Ensure connections are finger-tight
    
   • The converter should always be connected first from the cable outlet
      
2. Send a Balance Hit
    
3. Power Cycle the Equipment
    
4. If the issue persists, click the Create Work Order or Technical Case in the Work Orders tab of BOLT
    
   • Fill out the information as described below and click Submit
      

     Trouble Call or Tech Case	Trouble Call
     Service Category	Cable
     Problem Description	If all channels are having this issue, use: AA - No Picture Cbl (All TV's or Only TV) -or- AC - No Picture AO (One TV out of Many) If only one or a few channels have this issue: AI - Missing Channels Cable (add channels affected)
     Select	Equipment with Issue
     Schedule:	First available time that works for customer
     Enter	Contact Phone and Contact Name
     Notes	Relevant Information