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 Home Terminal all connected properly, plugged in and turned on?
- Is your TV turned on? Is your set tuned to Channel 4? If it is connected to an outlet controlled by a wall switch, make sure the switch is always 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:
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"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. | |
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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. | |
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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. | |
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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. | |
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"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. | |
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If picture is rolling vertically, adjust vertical hold control. If problem continues, call your TV repairman. | |
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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. | |
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Picture too large or too small for screen vertically or horizontally. Check set adjustments. If condition persists, call your TV repairman. | |
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Horizontal white line across the center indicates a collapse of vertical amplifier. Call your TV repairman. | |
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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.
The remote control is not working:
If the remote control is inoperable, in most cases, simply replacing the batteries will restore it.
No Data Available
Your Digital Home Terminal is updating the Interactive Program Guide TV listings. This can take between 5 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 Digital Terminal or program guide is updating.
Your Digital Home Terminal is updating it's software and/or program listing. Wait until the message disappears, or the time shows up in the LED on the Digital Home Terminal.
Problems with an iControl Channel
If you tune to an iControl 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 carefully:
- Turn your Digital Home Terminal off (using the remote or the button on the front of the box).
- Carefully unplug the power cord from either the wall or the back of the Digital Home Terminal.
- Wait 10 seconds, and then plug the cord back in.
- Wait about 15 seconds or until the green LED on the terminal stops counting down or creating loops (but before the time appears) and then press the power button. Wait for the clock to display on the LED and for a channel to display.
- Tune to an iControl channel. Wait until the text messages are gone and the guide should appear. If problems persist or an error message is reported, please call Time Warner Cable.
- You're now free to order or choose your movie or show!
