Sling FAQ

1. What verbiage do we use for the call out?

Normal Outages
Attention all departments, this is Sling TV, We have a ​(Audio/Video/Audio only/ Video only)
outage on ​(service name(s))​. We have ​(Frozen, Black, No Video/ Dropping, No audio)​. This is a
(Building/area provider/fiber)​ ​service provided by ​(provider name)​.

IRD Outages
Attention all departments, this is Sling TV, We have a ​(Audio/Video/Audio only/ Video only)
outage on ​(service name(s))​. We have ​(Frozen, Black, No Video/ Dropping, No audio)​. This is a
(IRD provider)​ of ​(IRD number)​.

Verified outages by provider

Attention all departments, this is Sling TV, We have a ​(Audio/Video/Audio only/ Video only)
outage on ​(service name(s))​. We have ​(Frozen, Black, No Video/ Dropping, No audio)​. This
outage has been confirmed as a provider issue.

2. Do we write EPG tickets for a sling service?

3. Is there an escalation procedure like in RTOC?

To escalate the service, do an all call and notify Compression, baseband and Sling TV (prod
ops).

4. Do we write UCT’s if the service is owned by Cheyenne?

Yes, if Sling TV has a primary or backup path down but Cheyenne provide the service, GTOC
will write the UCT classifying the outage location as Cheyenne.

5. Do we write Discrepancies for Sling?

6. How long do we wait to write a UCT in Sling?

One hour.
7. How do we find out if we share the service with Cheyenne?
The MBE should show if the service is shared with Cheyenne. If you are unsure, search through
ELVIS to find related services. Cheyenne will call out their outage to notify all departments and
will add Sling on the ticket if the service is provided by the same provider source. Cheyenne will
then write the ticket on your behalf.

8. Do we write an outage ticket if we share the service with RTOC?

No, RTOC will write the ticket if they have an outage. If you are unsure if Sling is added on their
ticket, call the correct pod and ask if their version of the service is down. If so, notify that Sling
also has the service down and to add you into their ticket.
.
 9. Do we send out emails for RTOC if we share the service?
If the RTOC hasn’t sent the email, notify the correct pod and request the email to be sent.

10. Do we send out emails if we share the service with Cheyenne?

Yes, if Cheyenne have added sling into the ticket, it is the sling operators job to send out the
outage email.

11. Do we call out building 2 services?

Yes, It is best to call out building 2 services to notify all departments of the outage.

12. Do we call out if the outage has been verified?

Yes, even if the provider has verified the outage, call out over the radio so other departments
are notified.

13. How can we listen to the ROKU’s sound?

Plug in the speakers to the ROKU remote.

14. Do we write tickets for “Cheyenne MUX”?

No, Cheyenne will write a ticket for the MUX services. If not, call CTOC to confirm if they have
an outage.

15. If Cheyenne and Sling have the same service, but provided by a different
provider, do we have to write a separate ticket?

16. What is a Turnaround service?

A Turnaround service will be classified as “General” in the “Type” box when you search for a
service. When a service is a turnaround, in the ticket instead of choosing “Program provider:
International” in the category drop down, you’ll choose “Program provider: Turnaround” instead.

DMEX
1. What information needs to be called out during an outage?
Call for Baseband on the radio and give them the following information:
● Service name
● Issue with service
● SAT source
● Channel number
 2. How do we use Trusted translations?
Placing a call that needs translating
1. Call Trusted Translation at 1-877-556-6594
2. The Trusted Translation Operator will request the following information:
a. Pin Number: 201639
b. Language Pair (Example: “English to Spanish”)
c. Your First and Last Name
3. Once the translator is set up press the conference button on your phone
4. Dial the party you need to have a translated conversation with
5. Press the conference button to bridge the Trusted Translation Translator and the party
together

Receiving a call that needs translation

1. Answer the incoming call and determine the language that needs to be translated
2. Press the conference button and call Trusted Translation at 1-877-556-6594
a. The Trusted Translation Operator will request the following information:
i. Pin Number: 201639
ii. Language Pair (Example: “English to Spanish”)
iii. Your First and Last Name
3. Press the conference button to bridge the Trusted Translation Translator and the party
together

3. What is the code for international calls?

Dial your call. When it asks for the code, type in: 275880

4. What is the starting code to call internationally?

Place 011 before the international number.

5. What is the escalation procedure for DMEX?

Escalate any issues to Baseband.

6. How do we do sweeps for DMEX (tick boxes etc)?

Place 0 in the audio section to start the timer. Press the tasks tab and check all the boxes. Then
the text box will become available for you to type. Save when the sweep is done.

7. Do we call out if only a primary or backup has been lost?

Yes, If a primary or backup goes down, notify baseband and call provider.

WITBE
1. What channel does each box need to be set to?
There is a list of services placed near the boxes. These services are the TOP 9 most watched
Live linear channels. The services currently are as follows:
1. PRAJAA 619-05
2. AGAGH 628-08
3. TARAN 731-01
4. CHONE 732-15
5. TVAT 775-01
6. AZCIN 810-01
7. BLVIA 811-01
8. DOMVW 812-01
9. VMKIZ 813-01

2. What is the procedure for a 1511 error and where is the email chain?
When a 1511 error occurs on a service, firstly check the ​Western and Eastern arc​ boxes to
confirm the 1511 error is showing elsewhere. Go into ​“TOC External”​ in your email box and
extend the ​“Sling TV”​ inbox. Click on “Channel launch” and the email chain should be called
“STB LL channel launch”.​ Reply to all and Fill in the coloured table with the correct information
in relation to the 1511.

3. What is the procedure for a spinning wheel?

If a LL box has a spinning wheel, press the channel up button to load another service and then
channel back down to the original channel. If this is unsuccessful, place the box on standby for
a few minutes and reload the service.

4. What is the procedure if the picture is frozen?

If a LL box has a frozen picture, press the channel up button to load another service and then
channel back down to the original channel. If this is unsuccessful, place the box on standby for
a few minutes and reload the service.
5. What is the procedure if the box is pink?
If a LL box has a pink colour, power cycle the box (turn the box off and on again behind the
wall). If this is unsuccessful, call baseband over the radio.
6. Do we write EPG tickets for a Live linear service?

7. Do we need to check the ROKU for a 1511?

It is suggested to do so, but also check the Eastern and Western arc.
8. Why are the LL boxes incorrect in the mornings?
During the Mid shift, all boxes will reset around 2am/3am. Each box will go pink and will
automatically load back on to American channels. Each box then needs to be reset to the
services on the TOP 9 List.
 Youtube
1. Do we create an outage ticket if YouTube sees issues we can not
confirm?
2. What is the escalation process?
3. Do we write standalone YouTube discrepancy tickets?
Yes, or youtube only outage tickets.
4. How do we search for YouTube call letters?
5. How do we categorize Youtube only outages?
6. How do we explain to Youtube if no ticket is required?
7. How do we set up the VLC and Video bridge if it has crashed?