Support Wizard

Rebooting your Set-Top Box (STB) is most often the best way to resolve any issues.

Try rebooting each STB one at a time, checking the TV picture quality for each one.

• Unplug the device
• Wait 30 seconds
• Plug it back in
• Give it a few minutes to fully power up

If rebooting the equipment did not fix the problem, let’s check the wiring.

There is a coaxial cable connecting each Set-Top Box to a wall outlet. Check each end of the cable to make sure:

• The connection is snug and secure
• There is no obvious damage to the cable

If there is damage to the cable, replace it with another coaxial cable.

If you are using a cable splitter, make sure its connections are secure.

Coaxial Cable

Coaxial Wall Outlet

Cable Splitters

Let’s make sure the electrical connection for any Set-Top Box (STB) isn’t causing a problem.

Make sure each STB is getting power. If it has no display, there may be a faulty electrical outlet.

If any STB is plugged into a surge protector or power strip, try plugging it directly into a wall outlet.

Rebooting your Set-Top Box is most often the best way to resolve any issues.

To reboot your Set-Top Box:

• Unplug the device
• Wait 30 seconds
• Plug it back in
• Give it a few minutes to fully power up

If rebooting the equipment did not fix the problem, let’s check the wiring.

There is a coaxial cable connecting each Set-Top Box to a wall outlet. Check each end of the cable to make sure:

• The connection is snug and secure
• There is no obvious damage to the cable

If there is damage to the cable, replace it with another coaxial cable.

If you are using a cable splitter, make sure its connections are secure.

Coaxial Cable

Coaxial Wall Outlet

Cable Splitters

Let’s make sure the electrical connection for your Set-Top Box (STB) isn’t causing a problem.

Make sure the STB is getting power. If it has no display, there may be a faulty electrical outlet.

If your STB is plugged into a surge protector or power strip, try plugging it directly into a wall outlet.

Let's find out if the problem is with the Set-Top Box (STB) or the wiring.

Take the STB with the pixelation problem, and set it up in another room in your house. Hook it up in place of another STB that’s working fine.

Since your Set-Top Box (STB) can work in another room, let's test the wiring.

Take an STB that’s working well (not the original one), and hook it up in the location where you’re seeing pixelation.

Your troubleshooting results tell us that the Set-Top Box (STB) is the reason for the pixelation.

Please contact us so we can replace your Set-Top Box and fix the problem.

Your troubleshooting results tell us that the wiring inside your home is causing the pixelation.

You may contact us for a service appointment, but please be aware that there may be a charge. Call us at 1.800.921.8106 to find out.

If you prefer, you may choose to hire an electrician instead.

We're glad the Support Wizard was able to help you resolve this issue.

We’re sorry you’re having problems. If this has not resolved your issue we can help you. Please chat with us for assistance.