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  Resolution Steps   Use these lists to schedule line of business installations when taking a deposit Please be aware that if the customer is Porting a Telephone number from another company, Port-Out Scheduling overrides this chart   Method... Read More

Resolution Steps Expand All | Collapse All Use this chart to schedule line of business installations when taking a deposit Please be aware that if the customer is Porting a Telephone number from another company, Port-Out Scheduling overridesÂ... 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 Note: if customer has their own firewall software, that might be causing the issue; refer customer to firewall provider Resolution Steps Check for Static IP Address outages  Verify that Static IP service code is listed on customer... Read More

  Introduction   The DHCP lease information area in Merlin does not tell you the modem model, but rather the Ethernet OEM based on the first 6 characters of the MAC address  Because Arris recently bought out some Motorola Corporation... Read More

  Resolution Steps In Wi-Fi networking, dual band is capable of transmitting in either 2.4 GHz and 5 GHz links  By supplying separate network bandwidth for each of the two types of links, this service can provides maximum flexibility in... Read More

Introduction Dial-up error 680 occurs when: Modem is not hooked up to the phone line correctly There is no dial tone  The modem drivers are not initializing properly to detect a dial tone on the line Dial tone is non-standard ... Read More

Introduction Hijacking redirect occurs when a customer gets a special DNS ( 207.172.156.202 ) server issued along with an IP lease  This causes every web page the customer tries to access to go to a specific site.  In this case, the Hijack... Read More