Question:

What should be done if the customer is experiencing issues with their set-top-box (STB)?

Answer:

If the customer is using a set-top-box (STB) and facing issues, inform them that the problem is likely due to the signal sent from the STB. Advise the customer to contact their service provider for assistance, since the issue appears to be unrelated to the TV.

Alternative steps if the customer doesn't wish to contact their service provider:

Have the customer check if the issue occurs with another device connected to the TV (e.g., Blu-ray player, gaming console, DVD).

If the customer has cable (not satellite), instruct them to disconnect the incoming cable line from the box, connect it directly to the TV, run an auto program, and check if the issue persists.

Run the picture test on the TV again to confirm that the problem lies with the STB and not the TV.