A method for identifying video network problems for digital cable and IPTV (Internet Protocol Television) service providers based on real-time on-line video quality monitoring by customers. A video quality problem reporting button is provided on each customer's set-top box and/or on a remote control unit therefor, which is used by the customer to report a video quality degradation problem to the service provider. Based on an aggregation of video quality problem reports by a plurality of customers, and based on geographical and topological information regarding these customers in connection with knowledge of the network topology, a network management system of the service provider advantageously identifies, locates, and potentially diagnoses a network problem.