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Search for the account in UT. Did you find any issues with the account? - No issues found
What combination of services are displayed in UT? - Voice, internet and video (wetloop)
Enter the account b1 user ID to continue - B1VMFW82
Create a new task on the video service band. - Continue
Check for any patterns or activities - No patterns or activities found
What flags are displayed in UT? - ITV
Have you been trained to assist FTTN / ITV callers? - Yes
What is the current status in WebCare of the caller's sync? - Full sync
Which modem does the caller have? - Home Hub 2000
Is there a BRAS IP Address in WebCare? - Yes
Ask the caller if at least one of their TV's are currently working. - Yes, at least one of their TVs are working
What does the caller see on the TV screen? - Signal Lost
Customer Trouble Type: Video/Audio Sub Type: Video - Some TV's Signal lost / freezing on Start-up Screen
After selecting trouble type, are there any new patterns being displayed in UT? - No
Does the message on the TV show any one of these messages? - No
Is the receiver powered on? - Yes
Is the caller using a wireless receiver? - No
Does the power light flash on the front panel, when "Menu" is pressed on the remote? - Yes
Did the Bell menu appear on the TV? - No
After checking the input, is the issue resolved? - No
After checking the cables, is the issue now resolved? - No
Is the receiver connected directly to the TV? - Yes
Select how the Bell receiver is connected to the TV - Component
Is there any Video / Audio on the TV from other sources? - No other source to check
Use Mariner to reboot any affected receiver. Is the issue resolved? - no, caller did reboot from their side
Try another cable of the same type. Is the problem resolved? - Yes
The following message will be sent: Bell Fibe TV Support - Troubleshooting
Please select why you are abandoning the flow? - Other (Feedback was provided)
Wrap Up Call? - I'm finished with this customer
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