In-Home Troubleshooting Tips

Cable Services

No picture

• If you experienced a power outage and do not have a picture, check the power on both the TV and the set-top terminal. Make sure your TV is on channel 3.
• If you moved your TV to another cable outlet, the outlet may not be active. Please call customer service to schedule the activation of the outlet.
  • If you have a black or blue screen:
    
  • Verify TV is on the correct input and on channel 3.
    
  • Verify VCR/DVD is turned off.
    
  • Reboot your box (see reboot instructions in this brochure).
    

Sound problems

• Manually check the volume on both the TV and cable equipment.
• If your sound is the weather broadcast, no sound, or audio in another language:
• Use the remote control to turn off the SAP feature on the set-top terminal.
  “Select settings.”
  “More settings.”
  Scroll down, and then select “SAP.”
  Use arrow to turn off SAP.
• Your TV may contribute to this problem. Consult your TV manual for further instructions on SAP. 
  

Movies On Demand or Pay-Per-View
If the movie you purchased will not start, please see reboot instructions.

Digital Video Recorder (DVR)

• If the program did not record and you are getting a message indicating that the hard drive is full, you need to delete some shows to allow space for recording.
• If the program you recorded is not playing, see reboot instructions.
  

HDTV

Below are some common concerns. However, you may need to consult your TV manual for further instructions.

• No sound – Check “settings” and be sure it is set to “variable.”
• Gray bars around the picture – Check the input on the TV.
• Black bars on side of picture – This program is not in HD format.

“Please call your cable operator” appears on TV screen

• Your account may be past due. Please click here for payment options.  
• If you recently reconnected a set-top terminal that has been unplugged for more than 24 hours, please see reboot instrutions.

Common TV-related issues

You may need to consult your TV manual for additional instructions.

• No picture when DVD is playing – check the input on your TV remote.
• Closed caption/black box in the middle of screen:
• Consult your TV manual for instructions on CC/TEXT options.
• Use “settings” menu to turn off the “Closed Caption” option on your set-top terminal.

Reboot instructions

• Unplug the power cord from back of set-top terminal or wall outlet.
• Wait 30 seconds and plug back in.
• Wait for correct time to show.
• Turn power back on to both set-top terminal and TV.
• Picture will return when all lights have moved across the screen.
• Still not working? Please contact Customer Service.
  

Note about cable burial

Our goal is to bury the cable line as soon as possible after the home visit. It can take up to two weeks to bury the line due to scheduling and weather conditions. (The line cannot be buried if the land is wet or too cold/hard.) 

If the cable line is interfering with daily activities or has not been buried two weeks after the visit, please call us at (800) 617-4311. 

Please be sure to mark sprinkler systems, dog fences, underground electrical services and other privately-owned underground services.

High Speed Internet

Unable to get online

• Check standby light. If on, press standby button.
• Reset modem by unscrewing the coaxial cable from the modem.
• Unplug electrical cord from outlet for 30 seconds.
• Reconnect coaxial cable to modem (make sure connection is tight).
• Plug in electrical cord.
• All lights will display on modem.
• Still not working? Please call Customer Service.

Digital Phone Service

Setting up voicemail

• From any phone, dial the voicemail access number (614) 405-9000, or *98 from home.
• Beginning with your area code, enter your phone number, if prompted.
• Enter the last four digits of your phone number (this is your temporary PIN).
• The voicemail system will prompt you to select a permanent four-digit PIN and to press the pound (#) key. You will be prompted to enter it again.
• The voicemail system will prompt you to state your name and press the pound (#) key.

When completed you may:

• Press the ‘1’ key to use the recording of your name.
• Press the ‘2’ key to listen to the recording of your name.
• Press the ‘3’ key to record your name again.

The voicemail system will ask you to record a greeting followed by the pound (#) key.

• To use the recording of your standard greeting, press the ‘1’ key.
• To listen to the recording of your standard greeting, press the ‘2’ key.
• To record your standard greeting again, press the ‘3’ key.

Once your voicemail account set-up is complete, you will have the opportunity to listen to the main menu, or, if you are finished, simply hang up to exit.

Retrieving voicemail

At home, using your digital phone

• Lift the handset of your phone.
• A stutter dial tone means you have a message(s).
• Dial *98 and wait for your voicemail to answer. 
• The voicemail system will tell you how many new messages you have.
• Press the ‘1’ key to listen to messages.

Away from home access

• Dial your phone number.
• Wait for your voicemail to answer, and immediately press the star key (*).
• Enter your Digital Phone 10-digit telephone number and press the pound (#) key.
• Enter your PIN followed by the pound (#) key.
• Press the ‘1’ key to listen to messages.