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1. How many set-top boxes are experiencing the issue?
2. Can the customer confirm if there is a light on the set-top box?
3. An automated check has identified a loss in connection to XRE. Click Next to initiate a XRE reconnect.
4. We are looking forward to your upcoming appointment. When the technician arrives, they will contact you and explain what they will be doing. They will work to resolve
5. Is the customer experiencing the same issue with any other devices?
6. Is the customer using a standalone/personal router?
7. Advise the customer to close the program (browser, app, game) and reattempt. Is the issue resolved?
8. Is the customer connecting through a VPN?
9. An automated check has determined the device is provisioned. Is the issue occurring on all the jacks/outlets in the home?
10. Is the customer experiencing no dial tone on a cordless phone?
11.Confirm power cord is plugged in between the device and the wall
A > Confirm device is not plugged into a switched outlet or power strip
Q > Does the device now have power (power light lit solid on the device)?
12.Has the device been connected to power and coax for at least 5 minutes?
13. Select the option that describes the power light.
14.How did the customer return the equipment?
15. Is the customer experiencing the same issue with any other devices? Advise the customer to close the program (browser, app, game) and reattempt. Is the issue resolved?
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