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Help Yourself
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.
Picture Problems
We suggest going through this brief checklist before contacting our service department:
- Are your TV, VCR and terminal/converter all connected properly, plugged in and turned on? For installation instructions,click here for digital cable.
- Does a wall switch control power to the outlet your TV, VCR or terminal/converter is plugged in to? Is the wall switch turned on?
- Are other electrical items in the room working properly?
- Are all cable connections tight?
- Is your TV and/or VCR tuned to Channel #3?
- Is your TV or VCR in the proper operating mode?
- Could a power failure or neighborhood construction have caused the problem?
- Is the reception problem on one or several channels?
- Are other TV connections to cable working properly?
Following are some common TV picture problems and solutions:
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No picture? |
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Check that the channel setting on your converter/terminal AND TV are both set on channel 3. Adjust the "brightness" control on your TV. Check program listings to make sure the channel is broadcasting during this time slot. Wait for a possible TV station announcement of difficulty.
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Normal picture, but no color, wavy lines or buzzing sound? |
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Adjust the fine tuning setting
on your TV.
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Dark picture? |
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Slowly adjust your TV's brightness and/or contrast control.
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Rolling picture? |
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Slowly adjust your TV's vertical hold.
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Picture leans to one side? |
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Try adjusting the "horizontal hold" on your TV.
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Picture shrinks? |
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There may be an overloaded circuit in your TV set. Or, the electric company may have temporarily cut back the power.
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Stations appear on the wrong channel? |
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If you have a terminal/converter, make sure your TV and VCR are tuned to channel 3.
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A vertical bar moves through the picture? |
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Contact our experts online with our Contact Form or call our service department at 660-886-9618.
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Dark horizontal bars move through the picture? |
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Contact our experts online with our Contact Form or call our service department at 660-886-9618.
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Snowy picture and/or hissing sound? |
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Contact our experts online with our Contact Form or call our service department at 660-886-9618. |
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Digital lines in picture can't be fixed by fine tuning? |
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Contact our experts online with our Contact Form or call our service department at 660-886-9618. |
Following are some other common problems and solutions:
Can't tune in the desired channel?
Make sure the channel is not restricted by the parental control feature.
Remote doesn't work?
The batteries may be dead. For instructions about changing the batteries, click here to find information on your remote.
OR
There may be an obstruction between the remote and the terminal/converter. To correct this, make sure there is nothing on the terminal/converter or blocking a clear line-of-sight between the terminal/converter and the remote.
Sound Problems
Following are some common sound problems and possible solutions:
No sound?
MUTE button on remote control may have been pushed. Press MUTE on the remote to restore volume.
Buzzing sound?
Adjust the TV's fine tuning.
Sound noisy on one channel?
Cable connection is disconnected or loose. Check and reconnect or tighten the cable.
Sound from only one stereo speaker?
Cable connection is loose. Tighten the cable. Check to make sure that no wires are frayed and no plugs are bent or broken.
Stereo program not coming in stereo?
Turn volume up on your terminal/converter until "Best Stereo" indication appears on the TV screen, then adjust TV volume.
Still Need Help?
For help from the Time Warner Cable staff, you can submit our Contact Form or call our service department at 660-886-9618.
Digital Music Problems
Following are some common Digital Music problems and possible solutions:
No sound?
The stereo system may not be properly set up to listen to digital audio. Check the stereo volume level, input selector and tape monitor for the proper settings.
Sound only from one speaker?
The balance control on the stereo amplifier may be improperly set. Check that the balance control is correctly set for sound from both right and left speakers.
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The audio cables may be disconnected or improperly connected. Check for loose connections. Make sure the audio cables are connected to the correct L/R output jacks on your terminal and your stereo amplifier.
No Digital Music screens visible on TV?
The TV may be turned off. You may hear Music Choice programming without the TV being turned on, but if you want to view the screens, the TV must be turned on.
Still Need Help?
For help from the Time Warner Cable staff, you can submit our Contact Form or call our service department at 660-886-9618.
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