If a customer gets this message be sure to do these troubleshooting steps: Reboot Modem Rebooted all STBs. Then have the customer try it out again. Just rebooting one STB will not fix the problem. Also rebooting STBs without rebooting the modem will not fix it. If the issue comes …
This morning a NOMS patch was installed. This patch is supposed to speed up the process of loading account data. So far I have seen a drastic improvement in the speed in which it loads accounts. If you are not noticing a difference right away please try logging out and …
Start : February 16th, 2am EDT End : February 16th, 6am EDT Systems Affected : GPON fiber, DSL, fixed wireless Services Affected : IPTV, data, voice Locations : All of Hay Communications serving area. Hay Communications will …
Hello, We are finding it necessary to point this out due to trouble patterns so please take this as a friendly reminder. Generally for all IPTV problems we should be rebooting –==>ALL<==– of the customer’s STBs. Use getstbinfo to see the last reboot time. If has been more than a …
Sometimes customers may call and report that their entire Mac computer freezes when they connect to WiFi when using a Comtrend or Smart rg modem. This is due to a bug in OS X 10.6.8 and earlier, that is resolved in newer versions. It is a well documented issue online. …
You may get requests from customers who have recently received a mail quota message asking what their current usage is. Please inform the customer this information can be obtained by logging into web mail. Go to hay.net Log into webmail Look at the bottom left of the screen. There will …
We reproduced this issue with an Entone Janus PVR and an Entone Amulet HD at the customer’s house. Everything like wiring, modem config, checks out fine. We are able to watch something fine on WHDVR however when we fast forward more than 10x the speed the picture completely freezes or …
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Logging Into Arris Modems When logging into an Arris Cable Modem from NOMS click the HTTP link while viewing the subscriber in NOMS. On the Arris Status page click Wireless. Username: technician Use the Password Of The Day program to generate today’s password. Download it here if you don’t have …
Sometimes a customer may find that certain emails are going straight into the Junk folder in webmail or an e-mail client setup as IMAP. If the message is being sent via a form on the customer’s website try this. View the message in the customer’s junk folder via webmail. Go …