Patent ID: 8045476

Claim:
A non-transitory computer-readable storage medium, comprising computer instructions for: receiving information from a set top box that is associated with an undesired condition being experienced at the set top box at a network management system comprising a trouble diagnosis engine and an interactive trouble report engine which are in communication with a rule management engine; parsing the information; invoking the rule management engine to validate customer records and authenticate a customer via a database in communication with the rule management engine; determining a failure condition associated with the parsed information; isolating the failure condition to one of a network failure and a customer premises equipment (CPE) failure, wherein the network failure comprises an Internet Protocol Television (IPTV) network failure; transmitting correction instructions to the set top box for presentation to the user when the failure condition is isolated to the CPE failure; and receiving the information associated with the undesired condition being experienced at the set top box using trouble codes or comments through a trouble shooting channel of the set top box and presenting the correction instructions on the trouble shooting channel of the set top box.