This web site provides instructions to the NAM (North America) Service Provider customers of Technicolor Connected Home how to obtain technical support for products and services they have purchased from Technicolor.
This is the North America (NAM) Support Web Site for Technicolor Connected Home Customer Technical Support (CTS).
Technicolor’s NAM Region CTS supports customers in the USA and Canada. The CTS team is a point of contact for all post-deployment system performance issues related to CPE products and related services of Connected Home. To report an issue with a Technicolor product or service you have purchased, please contact us directly by email or phone using the information provided below.
If you’re seeking support for an issue associated with a Technicolor Region other than NAM, navigate to CHCTS.Technicolor.com for instructions.
FOR ALL OUR CUSTOMERS
FOR OUR CUSTOMERS WITH CISCO CDBU-DEVELOPED PRODUCTS
On November 20, 2015, Technicolor acquired the Cisco Connected Devices Business Unit (CDBU)! The Cisco CDBU was that part of Cisco which produced customer premises equipment (CPE) and related technologies including telco and cable settop boxes, DOCSIS cable modem based products, IPTV settop boxes and home security, monitoring and automation products. Note that Technicolor did NOT acquire that part of Cisco that produces cable headend equipment. Here is a more descriptive list of the acquired products and technologies:
Through February 20, 2016, all previous methods to obtain support for such Cisco branded products will continue to be supported by Cisco, including the Cisco Technical Assistance Center (TAC). Cisco will engage Technicolor if and when needed. Cisco and Technicolor tech support resources to ticket, triage and resolve product issues are co-located on the same campus in Lawrenceville, Georgia. This will speed resolution of your issues.
Starting February 21, Technicolor CTS will replace the Cisco TAC. Accordingly, when you have a system interop issue, it may or may not be appropriate to contact the Cisco TAC depending upon the situation.
The Cisco TAC is the recommended point of contact IF you suspect your Cisco headend product (e.g. CMTS, DNCS) may be the cause.
Technicolor CTS is the recommended point of contact IF you suspect your Cisco CDBU-branded CPE product may be the cause, or if it’s totally unclear whether headend or CPE is the probable cause.
In either case, Cisco or Technicolor will work with you to engage the other party if and when needed.
We look forward to working with you to resolve any tech support issues as quickly as possible.
Your NAM CTS Team