I was sitting with one of my colleague of customer support. And while having a conversation I discovered the customer support pattern that they follow. We have well organized customer support team and its good to see that they do follow a pattern, a format to resolve customer queries. In fact what I felt is that we should share this format with you, our customers in order to make a better understanding. Some issues can be resolved without iControl Customer support help if following measures are checked. So here we go:

• Remote Not Working

 Firstly check the batteries of your remote, whether they are placed properly (i.e. +ve & -ve). If that is not the case then replace the batteries. If still problem persists then call us on customer care numbers.

• Network Disconnected

Make sure that your modem is ON and the LAN cable (wire connecting Modem & STB) is connected to modem. If LAN is connected, then unplug & re plug the LAN cable. This should resolve the issues in 4 out of 10 times. If still problem persists, we will be happy to attend to the problem and resolve it.

• Loading Stop at 7%

Do check status of ADSL/Link light. If the ADSL/Link light is stable (constantly ON) call iControl Customer Support. But if If ADSL/Link light is blinking, check RJ-11 connectors (telephone wires from splitter to modem) unplug it & re-plug it. Also unplug the power cables of modem and STB and replug them. Still facing problem then remember our customer support is always there to help you out.

• Sound Problem and Blank screen

Check if Audio/Video cable is properly connected. Also check if AV mode is selected or not if yes then call iControl customer care. Your TV remote has a designated button for AV also if you are using the universal remote we have incorporated TV controls on this remote too.

• Picture Freezing, Waiting Signal and Menu page not found

Follow these steps:

1. Unplug the power cables of Modem and STB respectively.

2. Re-plug the power cable of Modem and wait till ADSL / Link light is stable

3. Re-plug the power cable of STB.

if still the problem persists please give us a call and we will resolve it ASAP.

We love to interact with our customers and that is the reason why we have constantly added the touch points for our customers like Customer care call centers, Feedback Email (feedback@amail.co.in) and social media (Twitter, Facebook, Orkut, Youtube). We receive a lot of queries from you, our customers out of which some are about issues you face in your connection. We resolve these issues and queries as fast as possible but going through all these queries we realize that there are a lot of issues which arise due to lack of knowledge about the service. Here I would like to start a series about the issues which we can get over with either by existing functionality or small preventions we can take. I'll name it iControl Functionalities I Didn't Know.

The first in this series is the Language option. A lot of people inquire about the language option on iControl IPTV platform. I would like to put it like this "We have the capabilities to do that but today it is there only on one channel". The option to view your favorite channel in your language is provided by the broadcasters. We currently have the contract with Discovery to provide the discovery Channel in dual language (Hindi/English) and are negotiating the same with other broadcasters too. You can watch Discovery Channel in Hindi or English by pressing "Audio" button on your Remote. But in some cases when one of the audio channels on the TV is not working you will not be able to toggle between the languages. If you are not able to choose the language on Discovery Channel you can run following test to identify if it is the TV which is preventing you from language selection.

Use the Audio button on you Remote to change the audio settings so that both audio channels are on it will show two speakers on your TV. Once your TV is set to both audio channels switch the Red and White wires (from Set Top Box) behind the TV set. By doing this if the language changes the problem is with your TV. Some of the old TVs do not provide the option to choose left or right audio channels. But if your TV does provide such option then probably one of the audio channels on your TV is faulty.
 

When we started the social media interactions with our customers the objectives were very clear to us. We wanted to share iControl internal news with you, open new contact points for our customers for queries/issues, asking the suggestions from the people who matter the most.... YOU. We got our resources together and started with it. A lot of you guys interacted about everything; the features you want us to add (while some are add really fast some might take time or few could not be feasible), the features/initiatives you appreciate and the issues which some of you have faced.

We have always tried to solve the issues faced by our customers. Whenever I see a post on any of these social media contacts which tells me that someone is facing a problem, my first priority is to put the relevant person on the job to resolve the issue ASAP. But we would need some patience and few details from you to help us help you. Whatever details you can provide us pertaining to the issue will help us investigating but the first and foremost is your UserdID which is provided to you at the time of installation (that pink form filled by our engineer mention it). This help us out identifying which profile out of those thousands of profiles is to be looked into. For this I suggest that you use following formats of different social media platforms.

 Twitter

Add [User ID] after your post

Example: Just noticing some drop in quality of signals on my IPTV . What could be the reason?[1122543100]

Other Social Media

Add [User ID > City > your email ID] after your post

 Example: Just noticing some drop in quality of signals on my IPTV . What could be the reason? [1122543100 > Delhi > yourmail@yourmail.com]

We did learn a lot about the social media but the reward was being able to come closer to our customers. I really want to thank you all for such support. Help us help you better because we believe in delivering best to our customers.