Procedure - send STB hits

Contents

1. Description
2. Rules
3. Tasks

1. Description
 
Follow this procedure when a customer's TV service has been resumed from suspension and they are still receiving the F104 error code on a channel they have in their TV package.

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2. Rules
There are no rules for this procedure.

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3. Tasks
1. Send STB hits

1. On the CORE side menu, click the Technical tab.
2. Click the Equipment Hit tab.  
3. Select the STB (Set Top Box) that the customer is experiencing the error code on.

Note: If the error code is on all STBs, you will need to send hits to each STB individually. 

Note: Steps 4-9 can be skipped for iQ3 and above.

 

4. Select Reinitialise Converter from the drop-down list. 
5. Click Send Hit. 
6. Check the History section to ensure that the hit is completed before sending the next hit.

Note: If the status of the hit is Failed, re-send the hit. If it fails again, transfer the customer to Technical Support (see FoxPages directory - Foxtel departments).

7. Select Re-Authorise All Services from the drop-down list.
8. Click Send Hit. 
9. Check the History section to ensure that the hit is completed before sending the next hit.
10. Select Re-synch Command from the drop-down list. 
11. Click Send Hit.  
12. Check the History section to ensure that the hit is completed. 

Important: The hits must be sent in the above sequence otherwise they will not work. 

If...	Then...
the customer can access the channel	end of procedure.
the customer still has an error code displayed on-screen	transfer the customer to Technical Support. (see FoxPages directory - Foxtel departments)

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