MDN SET-TOP BOXES

Tecnovator

 

Spanish Script:
(“I will get you a spanish speaker”)

Non Turbo Modems

 

SA EXPLORER 2000/2010



TOSHIBA PCX100U

 

  SA EXPLORER 2100/2200

 

TROUBLE SHOOTING


Tiling

TOSHIBA PCX2200

 

PIONEER BD-V1000

TOSHIBA PCX2500

 

PACE DC-510

Cannot Order VOD/SVOD

TOSHIBA PCX2600

 

PACE DC-550HD

No Guide

MOTO SURFBOARD 4100

 

PACE DC-551HD

“No Data” in Guide/Info Bar

MOTO SURFBOARD 4200

 

SA EXPLORER 3250

Missing Channel(s)

SA/CISCO DPR362

 

SA EXPLORER 8000

No Sound on Some Channels (Cable Ready)

TCE/RCA DCW625

 

SA EXPLORER 8300HD

No Sound (w/Non-Moto Box)

TURBO CAPABLE MODEMS

 

ODN SET-TOP BOXES

No Sound (w/ Moto Box)

TCE/RCA 325/425

 

SA EXPLORER 4250

No Picture (Cable Ready)

MOTO SURFBOARD 5100

 

CISCO EXPLORER 4640/4642

Snowy Picture (Cable Ready)

AMBIT U10C018

 

CISCO EXPLORER 4742

No Picture (w/Box)

SA/CISCO WEBSTAR 2100

 

SAMSUNG 3260/3262

Snowy Picture (w/Box)

TURBO WIRELESS Modems

 

SAMSUNG 3362

 

TCE/RCA DCW725

 

SA EXPLORER 8240/8300HDC

 

MOTOROLA SBG900

 

CISCO EXPLORER 8640/8642

Television Manufacturer’s Support Pages

AMBIT U10C019/U10C020

 

CISCO EXPLORER 8742

 

SMC 8014

 

SAMSUNG 3270/3272

Motorola Guide Information

SMC 8014WG

 

I-GUIDE NAVIGATOR

 

NETGEAR 814WG/CGD24G

 

DCT2000

 

dOCSIS3 WIRELESS Modems

 

DCT2500

 

MOTOROLA SBG6580 AWG

 

DCT6200

 

UBEE DDW3611 AWG

 

DCH3200

 

PHONE E-MTAs

 

DCT6400

 

ARRIS E-MTA TM402-G

 

DCH6416

 

ARRIS E-MTA TM402-P

 

DCH3416

 

ARRIS E-MTA TM502-G

 

MOCA MOTOrolas

 

ARRIS E-MTA TM602-G

 

DCX3200 (NO CLOCK)

DOCSIS 3 E-MTAS

 

DCX3200-P2 (W/CLOCK)

ARRIS E-MTA TG852-G

 

DCX3400

DCX 3510

 

Contact: Clay Baird

 

 

Spanish Script

To a man

Lo Siento lo voy a transferir con un agenteque habla espanol

 

To a woman

Lo Siento la voy a transferir con un agenteque habla espanol

 

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Tiling

Check/ Verify physical connections

Reboot box

Advise sub that this is a temporary fix

Schedule a t/c

Return

 

Cannot order VOD/SVOD

Have sub press the “CBL” button on remote

Check/ Verify physical connections

Check VOD Balance/Credit Limit

Test a FOD

Call lead for credit limit raise followed by hit then reduction to normal

If issue still exists,  schedule a t/c

Return

 

No Guide

Have sub press the “CBL” button on remote

Press Guide button

Check that sub is releasing button immediately

Have sub press Guide button on box

Reboot

If no reboot screen, check for input

Confirm Guide

Return

 

No Data” in Guide/Info Bar

Reboot

If issue still exists,  schedule a t/c

Return

 

Missing Channel(s)

Confirm sub has box (if not might be digital only channel)

Check signal strength in Unified

Remove and reconnect Coax

Check channel

Reboot

Check channel

If issue still exists, schedule a t/c

Return

 

No Sound on Some Channels (Cable Ready)

Go to one of the no sound channels

Have sub look for MTS or SAP button

If found, have sub press button repeatedly until sound returns

Explain that TV is in SAP mode and to check TV manual for  instructions

Return

 

No Sound (w/Non-Motorola Box)

Ask Sub to set volume to 20%

Reboot box

Check for sound

Confirm that box volume is at full and not the same volume bar as with remote

Confirm not using stereo for sound

Confirm (in Settings) that audio is set to HDMI (if applicable)

If issue still exists,  schedule a t/c

Return

 

No Sound (w/Motorola box)

Ask Sub to set volume to 20%

Have sub press “CBL” and menu

Click on the House icon in Quick Menu

Scroll down to the next page

Click on Setup

Click on Audio Setup

Scroll to Optimize and click

If issue still exists,  schedule a t/c

Return

 

No Picture (Cable Ready)

Check That TV is on

Confirm TV on correct input

Check for outage

Check connections

If sub has DVD/VCR, confirm device is off

If issue still exists,  schedule a t/c

Return

 

Snowy picture (Cable Ready)

Have sub reseat coax

If issue still exists,  schedule a t/c

Return

 

No Picture (w/box)

Check that box and TV are on

Check for correct input

Check connections

Reboot

If issue still exists,  schedule a t/c

Return

 

Snowy Picture (w/box)

Check channel 3 with TV remote

If sub has DVD/VCR, confirm device is off

Check connections

If issue still exists,  schedule a t/c

Return

 

 

 

 

 

 

Motorola Guide vs Mystro

 

Appearance Of Guide

Info Button Response

Find Shows By Title

Find Shows By Actor/Director

Find Shows By Keyword

Save A Search

Auto-Recording By Criteria (DVR)

Find Shows By Future Air Times

Find Shows By HD Channels

Find Shows By Genre'

Find Shows By Music Channels

Find Shows By Mini Guide

Find Shows By Quick Menu

Info Banner

Settings

Settings- Set-Top Box

Settings-Front Panel Display

Settings-Aspect Ratio

Settings-Picture Size

Settings-Screen Resolution

Settings-Captioning

Settings-Message Indicator

Settings-Diagnostic Summery

Settings-Diagnostics

Setting Favorites

Parental Blocks

PPV Purchases

DVR Setup

DVR Cleanup

Series Recording Folders

Extend Recording

Reminder Timers

Guide Record Symbols

 

I-Guide Access Menu

 

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MDN/ODN and Motorola Iguide Index