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Troubleshooting Basic Cable Service

Last updated 7 years ago First published 03 May, 2017

A guide to troubleshoot basic cable service

Cable English Rating: ALL ages Shortest path: 5 nodes Longest path: 11 nodes Possible solutions: 8
Tim Trout Deployment and Training Coordinator
Transcription
  • What issue is the customer describing? Missing Channels. Video Quality Issue.
  • Is this affecting just one channel, multiple channels, or all channels? Just one channel, or Multiple channels. All channels.
  • Make note of the affected channel or channels and dispatch to check the headend..
  • Has the cable ever worked? Yes. No.
  • Verify that the customer's unit is actually connected at the tap. May need to dispatch to connect at the tap..
  • Is the the coaxial cable firmly connected to both the TV and the wall port? Yes. No.
  • Ensure the coaxial cable is firmly connected directly from the TV to the wall port and test again. May need to run a channel scan..
  • Are there any splitters on the coaxial line? Yes. No.
  • Bypass the splitter to connect directly between the TV and the wall port. May need to run a channel scan..
  • Verify that the customer's unit is actually connected at the tap. May need to dispatch to connect at the tap.
  • Is the the coaxial cable firmly connected to both the TV and the wall port? Yes. No.
  • Ensure the coaxial cable is firmly connected directly from the TV to the wall port and test again. May need to run a channel scan..
  • Are there any splitters on the coaxial line? Yes. No.
  • Bypass the splitter to connect directly between the TV and the wall port. May need to run a channel scan..
  • Verify that the customer's unit is actually connected at the tap. May need to dispatch to connect at the tap..

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