TV troubleshooting and support

Resetting or rebooting your Set-Top Box takes less than a minute and can be the key to fixing connectivity problems. Here's how to do it.

1. Press the power button for 15 seconds or unplug the power cord from the equipment for 10 seconds.
2. Plug it back in. Do this for each of your Set-Top Boxes.

Note: To avoid problems with your Fiber TV service, keep your router plugged in and turned on at all times. Even if you are not currently using the Internet, your router must be turned on for Fiber TV to function properly.

Be sure you are disconnecting the electrical power cord that provides electricity to your Set-Top Box, not the coaxial cable that is connected to the back of your Set-Top Box. Unplugging the coaxial cable will not reset your Set-Top Box. Since many issues can occur if your coaxial cable is loose, check that all connections are secure.

If you need to reset your Set-Top Box more than three times a week, chat with us. Resetting your Set-Top Box will NOT erase the selections you have programmed into your remote. All settings and selections you have entered, such as device codes, favorite channels, and recent On Demand selections are saved and available after resetting your Set-Top Box.

If your Interactive Media Guide has a listing for a program or sporting event, but it isn't airing when and where it should, see below for possible reasons why:

Sporting events

• Temporarily unavailable due to technical difficulties with the network
• Postponed due to weather conditions
• Pre-empted by a news event
• Blacked out in your area

TV Programs

• Temporarily unavailable due to technical difficulties with the network
• You’re not a subscriber to the channel
• Pre-empted by a news event
• An error in the TV listings

Visit our troubleshooting pages for more help using these features on your Fiber TV.

• Parental Controls
• Caller ID

1. Press and hold OK and star buttons together so the red LED light blinks twice and stays on.
2. Press and hold the non-working button as remote tries new codes.
3. When TV responds, release button. Press OK to save.

Batteries dislodged or drained

Open the battery cover and make sure the batteries are properly seated. Press a few device buttons like STB or TV. If the top of your remote flashes briefly, the batteries are working. If the remote doesn't flash, replace your batteries.

Remote doesn't work with TV

If you've tried to program the Fiber TV remote to work with your TV and it still isn't working, check with the TV manufacturer for a possible TV software upgrade.

Device not active

Press button (TV or STB) for the device you're trying to control. This makes it the active device. Try to operate the device again.

Signal not being received

Is something blocking the path to the device you want to control? Remove any obstacles between remote and device. Point the remote directly at the sensor on the device. Are you too far away from the device? Try moving the remote closer to the device.

Device not programmed

To program your remote control to work with the device, turn your remote over and follow the directions on the back.

Use the remote control that came with your TV to check that your TV is set to either channel 3 or 4, or whatever input mode you are trying to control. The input mode may be called VIDEO 1, AUX, HDMI, etc..

Loose connection

Check that the Optical Network Terminal (ONT) or splitter connections are secure.

The Red LED should blink 5 times when CH+/- and OK pressed

Replace your remote's batteries. Do this if any of your buttons stop working.

If the tips above don't work for you, try reprogramming your remote control. If this doesn't solve the problem, your remote control may be bad. Please chat with us online.

Note: Resetting your Set-Top Box will NOT erase the selections you have programmed into your remote. All settings and selections you've entered — device codes, favorite channels, recent On Demand selections — are saved and available after resetting your Set-Top Box.