Notes

CABLE ISSUE
Could you please confirm, since when are you facing this issue?
Were there any troubleshooting steps done before you contact us?
Would you please confirm the error message which is coming on the TV screen?
Please confirm in how many devices you are experiencing the same?
I want to make sure we're working on the right equipment. Could you please provide the Serial Number of the cable box?
The serial number (also called the "SN" is found on a sticker at the back of or at the bottom of the box.
I am going to run a quick system health check for a minute or two. This is to check the status of your account and signal stability of your equipment.
After I run the system check we are going to do the troubleshooting steps. If these will not resolve the issue then we will reach a resolution to further resolve the issue by
setting technician appointment or creating a ticket to be submitted to our back end team.
Could you please check the connections between the wall plate and cable box. As the coaxial wire should be connected at 'cable in port on the back of the cable box.
It should be fingure tight both at wall plate and back of the cable box.
May I know if you are using 'Splitter' between box and wall plate
Please check the connections at splitter end also
Please check if you see any picture on the TV screen
I am now sending refresh signal to your cable box. This will update and boost signal connectivity of your cable box.
I am know sending the reset signals to the cable. Please let me know if you see any changes on the TV screen.
We need to ensure that these connections are fingure tight. So as we can proceed further with our trouble shooting steps.
We need to power cycle your box now.
To power cycle your cable box, follow these steps:
1) Disconnect the power to the cable box by either unplugging the power cord from the wall outlet or from the back of the cable box.
2) Wait 10-15 seconds.
Reconnect the power to the cable box by either plugging the power cord back into the wall outlet or into the back of the cable box.
-------------------TECH BOOK.....................


I appreciate your patience and effort going through the necessary troubleshooting steps to fix this remotely. Initial investigation indicates that there could be an issue with
the equipment, physical connections and/or network connectivity
We have exhausted all our troubleshooting steps and found out that the box is still not responding to the signal, it may be with the signal interruption outside or the box
itself and other connections.
I can schedule a technician who can come at your place and have this investigated and completely resolve this issue.
This also avoid same issue in future.
May I have the preferred contact number before the technician visit?
Our technician will call you 15 minutes before coming so please answer the call to avoid cancellation.
"Please take note of the following important information regarding your technician's visit:
1) The technician may arrive anytime within your scheduled appointment window.
2) Someone 18 years or older must be present at the time of the technician's visit for the entire duration of the technician's visit.
3) You will receive a call from our Automated System 30 minutes prior to the technician's arrival to confirm that someone is at home for the appointment and still
experiencing a problem
Now, we have fully addressed your issue by setting you up an appointment on Thursday, February 23, arriving 10:00 AM-
12:00 PM PST with ticket ID no CR681526098.

--------------------remote issue------------------------

Please follow the steps ..(XRII)
For remotes with a Setup button:
Press and hold the Setup button on the remote for three seconds until the status LED changes from red to green.
Press 9-8-1 on the remote. If the status LED blinks green twice, you have successfully reset the remote.
For remotes without a Setup button (XR15 version of the XI Voice Remote)
Press and hold the A (triangle) and D (diamond) buttons on the remote for three seconds until the status LED changes from red to green.
Enter 9.8.1 on the remote. If the status LED blinks blue twice you have successfully reset your remote