Patent ID: 8464300

Claim:
A computing system comprising: a computer processor; and a non-transitory computer-readable storage medium coupled to the computer processor, the non-transitory computer-readable storage medium having computer-executable instructions stored thereon, that, when executed by the computer processor, cause the computer processor to: receive operational health data from each of a plurality of set-top boxes, each of the plurality of set-top boxes having a corresponding customer and being configured to receive video programming from a satellite network; select a customer from the plurality of customers, based at least in part on both the received operational health data from the set-top box that corresponds to the customer reflecting a degraded operational state of the set-top box and on the customer criteria data, wherein both the received operational health data from the set-top box and the customer criteria data are considered in order to select the customer; and initiate a customer service contact request with the customer to correct the degraded operational state of the set-top box that corresponds to the customer.