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VOD Order Showing Missing Content / Wrong Content- Article no. 5602

Introduction Â IfÂ adult contentÂ is showing where it shouldn't be,Â contact someone on your support teamÂ and they will let the Control Desk knowÂ immediately Â Resolution Steps ClickÂ Create Work Order or Technical CaseÂ on theÂ Work...

PPV Event Not Showing in HD- Article no. 5613

Â Resolution Steps Make Sure the Customer is: Watching anÂ HD PPV EventÂ on anÂ HD TVÂ andÂ with anÂ HD ConverterÂ On the correctÂ channelÂ If the PPV eventÂ started, and the HD PPV was purchased on a Standard box, issue a One Time Credit ...

VOD Not Authorized- Article no. 5596

Â Resolution Steps Verify the Serial Number Â / TSN NumberÂ Send a Balance hitÂ Power Cycle the equipmentÂ If the issue persists, click the Create Work Order or Technical Case button on the Work Orders Tab in BOLTÂ ClickÂ Create Work Order or...

HDMI Audio/Video Information- Article no. 2175

Self-Service Support Alert:Â this article is available for customer self-service on help.astound.com Resolution Steps Â Â Â HDMIÂ (High Definition Multimedia Interface) is the standard digital connection betweenÂ modern audio and video...

HDTV Information- Article no. 2288

Self-Service Support Alert:Â this article is available for customer self-service on help.astound.com Introduction HDTVÂ (High Definition TV) digital programming has crisp, clear, and vivid pictures, and also supportsÂ Dolby DigitalÂ surround...

IPG Error: Unable to Complete Order- Article no. 5434

Â Resolution Steps Verify the Serial Number / TSN NumberÂ Send a Balance hitÂ Power Cycle the equipmentÂ If the problem persists, click the Create Work Order or Technical CaseÂ button on the Work Orders Tab in BOLTÂ âââââââClickÂ...

IPG Error: Request Failed / Unable to Process Request- Article no. 5435

Â Resolution Steps Verify the Serial Number / TSN NumberÂ Send a Balance hitÂ Power Cycle the equipmentÂ If the issue persists, click Create Work Order or Technical CaseÂ button on the Work Orders Tab in BOLTÂ ClickÂ Create Work Order or...

VOD Error Requested Application not Available- Article no. 5475

Â Resolution Steps PressÂ any keyÂ on the remote to clear the errorÂ Try to order the VOD again; customers areÂ notÂ charged more than once for a VOD ordered more than once within the same time frameÂ Verify the Serial Number Â / TSN NumberÂ ...

VOD Previews Missing- Article no. 5497

Â Resolution Steps Remove any of the following characters from the account name in ICOMS1 2 3 4 5 6 7 8 9 0 < > , " & 'Â Â Ensure a Sub AccountÂ exists on the accountÂ Verify the Serial Number Â / TSN NumberÂ Send a Balance hitÂ ...

VOD Error Problem Tuning, Please Try Again- Article no. 5474

Â Resolution Steps Â WaitÂ 2 minutesÂ and try the VOD again to temporarily correct the issueÂ Even if the VOD plays,Â schedule a technician; the errorÂ willÂ reoccurÂ ClickÂ Create Work Order or Technical CaseÂ on theÂ Work Orders Tab in...

VOD Starts, then Freezes- Article no. 5496

MLB Network TV Everywhere Streaming- Article no. 5569

Introduction ForÂ DC Metro, IL, MA, NY and PAÂ customersÂ only Astound Digital TV subscribers can access MLB Network TV Everywhere content on their PC and mobile devicesÂ CustomersÂ mustÂ subscribe to theÂ Cable tierÂ that includesÂ MLB Network Â...

Can I Use My Own Converter Box? - Article no. 2072

Self-Service Support Alert:Â this article is available for customer self-service on help.astound.com Resolution Steps Â Â Customer purchased converters (from a store, auction, etc.) cannot be used with our Cable serviceÂ Â 100% of our Cable...

NBA Blackout Rules (Basketball)- Article no. 1788

Â Resolution Steps NBA Blackouts Information on TNT BlackoutsÂ areÂ establishedÂ byÂ theÂ NBAÂ toÂ protectÂ theÂ ticket salesÂ and local televisionÂ rightsÂ forÂ homeÂ teamsÂ Â As part ofÂ TNT's contractual agreementÂ with theÂ NBA, games are...

VOD Errors SRM-65535 and CL-514- Article no. 5463

Introduction This is a Signal or Connection Error (and occurs when you remove the coax cable from the cable box while it is on) Resolution Steps Unplug power from back of converterÂ box Check the coaxÂ to ensure it s screwed securely into the...

VOD Menu is Blank - No Categories, Only Previews- Article no. 5594

NHL Blackout Rules (Hockey)- Article no. 1533

Introduction NHL Blackout Rule Terms and Definitions If an NHL game is blacked out, and it is being carried locally, subscribers must tune to theirÂ Regional Sports NetworkÂ (RSN) or localÂ Over The AirÂ (OTA) television station to see the game ...

Customer Doesn‘t Want VOD on All Outlets- Article no. 2008

Introduction VOD Service must be applied to all outlets for VOD service to work properly Resolution Steps To restrict VOD access by room: Â SetÂ Parental ControlsÂ forÂ ratings / language / adult situationsÂ Â Set aÂ Purchase PINÂ so VODs...

Missing Free Channel Preview- Article no. 3801

Introduction Always check theÂ accountÂ and theÂ Outage / Reminders TabÂ inÂ this knowledgebaseÂ for outage information,Â first Resolution Steps Â Troubleshooting Steps for Missing Free Preview Â Make sure the customer isÂ on the Correct...

IPG Error: One Moment Please this Channel will be Available Shortly- Article no. 5433

Introduction Customers may have to wait up to 5 minutes for the channel to restore itself This typically occurs when the station is experiencing technical difficulty This also happens when the station is not airing content due to a Sports Blackout...

VOD Error CL-517- Article no. 5453

Introduction CL-517 errorsÂ cannotÂ be resolved over the phone; a technician visitÂ is required Resolution Steps ClickÂ Create Work Order or Technical CaseÂ on theÂ Work Orders Tab in BOLT Fill out the information as described below and clickÂ...

VOD Displays ???- Article no. 5499

Â Resolution Steps Verify the Serial Number Â / TSN NumberÂ Send a Balance hitÂ Power Cycle the equipment Â If the issue persists, click Create Work Order or Technical Case on the Work Order Tab in BOLTÂ ClickÂ Create Work Order or Technical...

NCAA Blackout Rules (College Sports)- Article no. 1547

Â Resolution Steps NCAA Blackout Rules When aÂ Local AffiliateÂ has carriage rights for a college game, theÂ National NetworkÂ scheduled to carry it isÂ blacked-outÂ in that areaÂ ViewersÂ in these areasÂ see the game on theÂ Local Affiliate; the...

Delay in Changing Channels- Article no. 1765

Self-Service Support Alert: this article is available for customers on help.astound.com Resolution Steps WeÂ provide 100% Digital Cable, which may cause a slight delay when changing channels Digital channels take up less space in a channel line...

Temporarily Off Air Message- Article no. 5355

Introduction Important: ifÂ Temporarily Off AirÂ appears on aÂ specific channel on all TVs: Check forÂ Current outagesÂ Ensure this is not a Sports BlackoutÂ If the steps above do notÂ explain the problem, let the customer know the issue is...