Support Wizard

It’s important to reboot your broadband home router or residential gateway before you reboot your Set-Top Box (STB).

First, reboot your broadband home router or residential gateway:

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

Second, reboot your main STB. Your main STB is your DVR. If you don't have a DVR, then it's the STB that is (A) connected to your broadband home router or residential gateway, or (B) synced to your video access point.

Here’s how easy it is to reboot:

• If your Set-Top Box has a Power button, hold it in for 15 seconds.
• If there is no Power button, unplug the power cord from the unit for 30 seconds, and then plug it back in.

Your Video Access Point is the device that provides video for wireless Set-Top Boxes.

To reboot your Video Access Point, unplug it for 30 seconds, and then plug it back in.

Let’s reboot your other STBs.

• If your Set-Top Box has a Power button, hold it in for 15 seconds.
• If there is no Power button, unplug the power cord from the unit for 30 seconds, and then plug it back in.

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.