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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

  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

Introduction CL-17 Errors cannot be resolved over the phone; a technician visit is required Resolution Steps Click Create Work Order or Technical Case button on the Work Orders Tab in BOLT  Fill out the information as described below and... Read More

  Resolution Steps There is a known firmware bug in the E2500, EA2700, and EA2750 routers, where Server Error 500 or Server Error 502 displays This may happen after booting up from a time of inactivity This error is more noticeable if 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