COMMON CUSTOMER ISSUES AND HOW TO SOLVE THEM

Transcription

1 COMMON CUSTOMER ISSUES AND HOW TO SOLVE THEM

2 BROUGHT TO YOU TODAY BY Casey Llewellyn Support Center Technician since 2014 Cody Anderson Support Center Technician since 2017

3 VIDEO All video issues we ll discuss: Video Basics Rebooting your Box Activation Codes Video Signal Blocked Can't Change Channels No Picture Pixilation, Freezing

4 VIDEO BASICS Set Top Boxes (STB) ADB 5810 ADB 3721 ADB 1761 Entone Kamai Entone Amulet

5 VIDEO BASICS Cables Coax Cable AV Cable Component Cable HDMI Cable Provides 480 SD Provides 480 SD Provides 720 HD Provides 1080 HD

6 HDMI

7 REBOOTING YOUR SET TOP BOX ADB Helps a lot with a wide range of issues Just unplug power cord form the box or the wall for 10 seconds Entone

8 REBOOTING YOUR SET TOP BOX Why 10 seconds? Capacitors Gives it a fresh start, just like a computer

9 No Picture, Weak or No Signal, Blue or Black Screen Common Causes: Wrong Input Is the device you re using on? Input or source on your remote Try all inputs Snowy Picture Using old Coax, try channel 3 or 4

10 REBOOTING OTHER EQUIPMENT Modems Usually only on DSL Service Ethernet Switches Usually only on Fiber Service

11 ACTIVATION CODES Account number for Video Service Different than Billing Account Number Billing or System registration issue Check Activation & Continue

12 VIDEO SIGNAL BLOCKED Not a subscribed channel Change to channel 4

13 MISSING OR LIMITED CHANNELS, CHANNELS JUMP AROUND Channel Filter location in guide Guide button Channel Filter Options: All, Subscribed, SD (standard def), HD (high def), PPV (pay-per-view)

14 CAN T CHANGE CHANNELS, NO GUIDE, MENU, OR INFO? STB button flashing? No? Check Batteries Always make sure it flashes

15 STILL CAN T CHANGE CHANNELS, NO GUIDE, MENU, OR INFO? Possible resolution mismatch If your remote has a red power button. Try this: Green 1, 2, 3 or 4

16 FREEZING AND PIXILATION Causes Start with rebooting your STB DSL: try rebooting your modem Fiber: try rebooting your Ethernet Switch (seen here on the Right)

17 STUCK WITH BLUE DOTS OR GREEN BARS STB not getting a connection First, reboot your Set Top Box Verify cabling

18 PROGRAMMING YOUR REMOTE Go to NineStarConnect.com, click the support tab, and click the link under Program Your Remote at the bottom Instructions have been printed if you d like to pick them up tonight

19 INTERNET All Internet issues we ll discuss: Internet Equipment Can t Display a Webpage Wireless Battery Backups

20 INTERNET EQUIPMENT Modems Fiber Boxes Routers

21 CAN T DISPLAY A WEBPAGE Could the problem be isolated to 1 website, or seem to be all websites? Is the problem isolated to one device or many? Is it just wireless devices, or wired devices as well? Try rebooting your equipment: Computer, router, modem or fiber box

22 WIRELESS BASICS Wireless Network Name or SSID Wireless password

23 TROUBLESHOOTING WIRELESS If your wireless network currently works, don t change anything Never going to be as reliable as a wired connection Depending on the router it may not be as fast as wired Make sure the wireless on your device (computer, tablet, smartphone) is turned on Make sure wireless on the router is turned on (check light) Things that can interfere with wireless are: Distance Thick walls Baby Monitors Neighbors with wireless Electrical devices Cordless Phones

24 CHANGING WIRELESS PASSWORD Usually different from router to router, brand to brand Computer must be connected to router wirelessly or with a wire Go to the router access page -> Find the Wireless or Security section Note: After changing the password the new password will need to be put in to every wireless device The router manufactures can walk you through this process

25 Most stable and convenient is webmail It can be accessed by any computer on the internet no matter where you are Just go to NineStarConnect.com and click on My Webmail at the top Sign in with your username (everything before ) and password Example: if your address is johnsmith@myninestar.net then the username will be just johnsmith

26 BATTERY BACKUPS Power the fiber box. Provide 2-4 hours of battery power Usually in basement or garage Generally, they should have 2 green lights and no red lights Basic troubleshooting: Make sure it s plugged in to power, and the outlet is getting power. If that s not the case give us a call and we ll look up the problem.

27 QUESTIONS? Contact us: Phone: Online Chat: NineStarConnect.com, then open the box on the left