Cable help

While we do everything in our power to deliver the best possible cable television picture to your home, occasionally you may experience a reception problem. In some cases, this may be a problem that you can fix yourself in just a few seconds.

• Are your TV, VCR and digital cable set-top box all connected properly, plugged in and turned on?
• Is your TV turned on? Is your set tuned to channel 3? If it is connected to an outlet controlled by a wall switch? Make sure the switch is on.
• Are your cable connections tightly secured to the back of your TV set and the Digital Home Terminal?
• Is the problem on one or several channels? Are your other digital home terminals having the same problem?

If you've checked off all of the above, you next need to determine whether to call Time Warner Cable. Use the following illustrations to help diagnose the problem:

"Snow" effect may be accompanied by poor sound. Could be nearby interference or a temporary broadcast problem. Check other channels. If problem persists, call Time Warner Cable.	Speckled bands across the picture could be external interference or a heavy duty appliance running. Turn appliance off or switch channels. If problem persists, call Time Warner Cable.
Screen is lit but no picture; or picture but no sound on every channel; or no light on the screen with or without sound. Call Time Warner Cable.	Straight or wavy lines diagonally in picture. Could be the TV set but may also be external interference. If condition persists, call Time Warner Cable.
"Ghosting"double images caused by signal interference usually on channels used by local stations off cable. Adjust fine tuning. If condition persists, call Time Warner Cable.	If picture is rolling vertically, adjust vertical hold control. If problem continues, call your TV repairman.
If the picture pulls horizontally, try adjusting the horizontal hold control slowly. May also be too much signal. If condition persists, call Time Warner Cable.	Picture too large or too small for screen vertically or horizontally. Check set adjustments. If condition persists, call your TV repairman.
Horizontal white line across the center indicates a collapse of vertical amplifier. Call your TV repairman.	Pixeling (Black squares that persist) on channels over 100. Check your connections to make sure they are secure. If problem persists, call Time Warner Cable.

Other Problems:

Program does not appear on the correct channel:
Your set may require fine tuning. This is an adjustment that slowly changes the tuning of the TV to improve the picture, color and sound. Please refer to your television operator's manual for additional information.

Sound is in a different language or distorted:
Some televisions have additional features like a SAP, MAP or bilingual button. If you are hearing sound other than what is expected for the channel being viewed, check to see if your TV has one of these buttons and make sure it is turned off. On some sets, these features are controlled by the TV remote. See our FAQ section for more information on SAP.

Remote Controls

If the remote control is inoperable, in most cases, simply replacing the batteries will restore it. For more detailed help, see our list of remote control user guides.

 

No Data Available
Your set-top box is updating the Interactive Program Guide TV listings. This can take between five and 10 minutes. If the message continues, press the "GUIDE" button on your remote to force a new download of the most current listings.

TV Screen shows that the set-top box or program guide is updating.
Your set-top box is updating its software and/or program listing. Wait until the message disappears or the time shows up in the LED.

Problems with an On Demand channel
If you tune to an On Demand channel and you find that after one minute the program guide fails to load, the screen remains black or an error message comes up, follow these directions from our FAQ section.