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.