Support Wizard

Check the cable connections for your Set-Top Box (STB) and reboot your equipment.

First, remove and securely reattach the coax cable at both ends, the STB and the wall.

Second, reboot your Set-Top Box:

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

Check the cable connections for all your Set-Top Boxes (STBs) and reboot all your equipment.

First, remove and securely reattach the coax cable at both ends, the STB and the wall.

Second, reboot your Set-Top Box:

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

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

Take the STB that is not sending a signal to your TV, 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 getting no signal.

Your troubleshooting results tell us that the Set-Top Box (STB) is the reason for the lack of a TV signal.

Please contact us so we may replace your STB and fix the problem.

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

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.

To get outage updates you can add your mobile number to your account and we'll text you updates.

1. In My Account, select My Profile and then My Contact Information & Notification Preferences.
2. Add your mobile number and don't forget to verify it. 

Note: If we already have your verified mobile number, you're all set.

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.