Abstract: A method of providing troubleshooting services to a set top box (STB) coupled to a television, the STB coupled to an internet protocol television (IPTV) network. The method includes operating a network element as a troubleshooting terminal server, the network element being part of a communications network. Real time STB status information indicating the current status of the STB is received. A request from the STB for troubleshooting information is received. A troubleshooting server coupled to the communications network is accessed. The troubleshooting server executes a troubleshooting process to interact with the STB. Troubleshooting information is provided to the STB.

Abstract: A method of providing set up services to customer premise equipment (CPE), the CPE coupled to an internet protocol television (IPTV) network. The method includes operating a network element as a set up terminal server, the network element being part of a communications network. A request to initiate a set up process is received from the CPE. A set up server coupled to the communications network is accessed to initiate a set up application. The set up server communicates with the CPE through the network element to perform installation of the CPE and provisioning of the CPE.

Abstract: A method of providing communications services to customer premise equipment (CPE) coupled to a television. The method includes operating a network element as a communications terminal server, the network element being part of a communications network. The network element receives from the CPE a request to initiate communications with a diagnostic system coupled to the communications network. The network element accesses a communications application executing on a communications server coupled to the communications network and pushes a communications interface to the CPE. The network element receives message information from the CPE and routes the message information to the communications server to initiate delivery of a message to the diagnostic system.

Abstract: A method of providing contextual support services to customer premise equipment (CPE), the CPE coupled to an internet protocol television (IPTV) network. The method includes operating a network element as a support terminal server, the network element being part of a communications network. CPE status information is received from the CPE indicating the current status of the CPE. A request from the CPE for contextual support is received and a contextual support server coupled to the communications network is accessed. The contextual support server accesses contextual support information in response to the CPE status. The contextual support information is provided to the CPE.

Abstract: A method of providing internet protocol television (IPTV) diagnostics. The method includes receiving customer premise equipment (CPE) information from a diagnostic applications program interface (API) executing in a CPE. The CPE information is stored in a database. An issue is detected with the CPE and the CPE information in the database corresponding to the CPE experiencing the issue is accessed. The issue is resolved in response to the CPE information the database.