Articles Search Results

Resolution Steps With Layer 42 customers, we are not to assist them with their billing/account inquiries at this time. Any question asked should be forwarded to billing@layer42.com AGAIN – UNDER NO CIRCUMSTANCE ARE YOU TO DISCUSS A LAYER 42... Read More

Introduction IPTV is a Data product; always troubleshoot the modem and its connection to the IPTV device before troubleshooting the IPTV device Just like a laptop, gaming system, or other device, IPTV needs a good connection to the modem... Read More

Introduction IPTV is a Data product; always troubleshoot the modem and its connection to the IPTV device before troubleshooting the IPTV device If the IPTV box was moved to another location, network, or account, ask the customer toÂ... Read More

Reason: Channel list not populated     Resolution Steps Verify the Serial Number  / TSN Number  Verify customer subscribes to the channel and tier of service  Send a Refresh hit in BOLT  If the issue persists, click the Create Work Order... Read More

IPTV is a Data product; always troubleshoot the modem and its connection to the IPTV device before troubleshooting the IPTV device If the IPTV box was moved to another location, network, or account, ask the customer to return it to its... Read More

Introduction Customers might see this when the box is taking an upgrade but fails due to not enough storage space available  If customers see this, they likely have many apps downloaded and installed (above and beyond what are on the devices from... Read More

  Resolution Steps Verify the Serial Number  / TSN Number  Send a Balance hit  Power Cycle the equipment  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... Read More

  Resolution Steps Remove any of the following characters from the account name in ICOMS1 2 3 4 5 6 7 8 9 0 < > , " & '   Ensure a Sub Account exists on the account  Verify the Serial Number / TSN Number  Power Cycle the... Read More

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 converter box Check the coax to ensure it s screwed securely into the... Read More

Introduction CL-517 errors cannot be resolved over the phone; a technician visit is required Resolution Steps Click Create Work Order or Technical Case on the Work Orders Tab in BOLT Fill out the information as described below and clickÂ... Read More