Support Wizard
If you're seeing a pixelated (broken up into little bits) TV image, we can troubleshoot that.
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
Support Wizard
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 SplittersSupport Wizard
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.
Support Wizard
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
Support Wizard
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.
Support Wizard
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.
Support Wizard
Let's find out if the problem is with the Set-Top Box (STB) or the wiring.
Support Wizard
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.
Support Wizard
Your troubleshooting results tell us that the Set-Top Box (STB) is the reason for the pixelation.
Support Wizard
Your troubleshooting results tell us that the wiring inside your home is causing the pixelation.
If you prefer, you may choose to hire an electrician instead.