How to Resolve Your Issues Fast

Tue, 18 May 2010 06:40:15 GMT

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:

Unplug the power cables of Modem and STB respectively.
Re-plug the power cable of Modem and wait till ADSL / Link light is stable
Re-plug the power cable of STB.

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

iControl blog - resolving issues tag

How to Resolve Your Issues Fast