Common Service Problems

Before calling for service, please be sure to check the common service problems listed below. If you are experiencing a cable TV system problem, chances are that your neighbor will be having the same trouble. Please wait a reasonable amount of time before calling in the problem.

 

For cable ready televisions:

The TV must be set to the Cable (CATV) mode, not TV, Air, or Antenna setting in order to receive any channels above 13. If you leave your tv unplugged for any length of time, it will default back to “Air” settings and need to be reprogrammed in the “CATV” setting.

If you use your TV to tune analog channels, but your TV is skipping channels: You may want to Auto-Program your TV. Go into the main menu of your TV and look for an option to "Auto-Tune" or "Auto-Program."


For non-cable ready TVs:

Non-cable ready TVs won't get any stations above 13 without a cable converter or cable ready DVD. Cable ready TVs and DVDs have to be programmed to "search" for cable channels above 13. For TVs or DVDs with on-screen programmability: Look for a button on your TV or remote control that says “MENU” or "Channel Programming" or "Set-Up". Pressing that should bring up a screen that gives you a choice between TV or CATV (cable). Choose CATV (the TV may ask you what type of cable: STD, HRC, or IRC). Choose STD. The TV may actually start to scan through all the channels. When the TV or DVD finishes scanning, you should have all the cable channels.


 

Other Areas to Troubleshoot

Below are self-help troubleshooting steps you can follow to correct some of the common TV concerns. Choose the symptom and follow the link. If you continue to experience issues, cannot find what you are looking for, or need additional assistance please contact us. Before starting check the following:

  •     Be sure the TV is plugged into a "live" electrical outlet not controlled by a wall switch.


  •     If using an RF (coax) connection from a DVD or cable box to a TV or DVD be sure the TV or DVD is set to


  •     the same channel (3 or 4).


  •     If using a non-RF connection (Composite, Component, S-Video, DVI, HDMI, 1394), from a cable box or DVD


  •     to  a DVD or TV, be sure the proper input is selected on the DVD or TV.


  •     Make sure the TV controls (i.e., brightness, contrast, horizontal/vertical hold) are properly adjusted.


  •     Make sure all wires are tightly connected to the proper ports.


 

Service Problems


No Picture after Power Outage

Unplug the power cord for 15 seconds; then plug it back in. This will reset the TV and your services should be restored. If power is still out in other areas nearby, that may affect services. If you are still having service problems after power is restored to the area, please Contact Us.

 

Solar Interference (Sun-Spots)     

Sun Outages or Solar interference occurs every February/March and September/October of each year, and results in the degradation or loss of satellite signal for short periods of time each day for about 2 weeks. Solar interference is an inherent part of satellite operations. The effects will be seen on most channels and will occur during various times of the day. Interruptions can last from just a few minutes to up to 15 minutes a day and can range from mild to severe. Sun Outage takes place when the orbital positions of the satellite and the sun are in one line. The earth station receives signals from both, but the more powerful sun rays subdue the desired signal, causing a loss of service. Since Country Vision Cable receives our signal from a variety of satellites, the Solar Outages can occur at different times on different channels.

 

Closed Captioning     

Closed captioning allows persons with hearing disabilities to have access to television programming by displaying the audio portion of a program as text on the television screen and provides a critical link to news, entertainment and other information. You can control closed captioning through your television remote control. Some TVs are different than others in setting up closed captioning. Typical options are:

  •     Press "CC" Button on TV Remote


  •     Navigate the Menu Options to Closed Caption


 

Picture Problems


No Picture     

Check to be sure that all cables are connected properly, firmly secured, and hand-tightened if necessary. If using an RF (coax) connection from a VCR or cable box to a TV or VCR, be sure the TV or VCR is set to the same channel (3 or 4). If using a non-RF connection (Composite, Component, S-Video, DVI, HDMI, 1394), from a cable box or VCR to a VCR or TV, be sure the proper input is selected on the VCR or TV. If you are watching TV using your VCR, make sure your VCR is turned on. For HDTV, make sure that the proper video display format for your TV has been selected. For HDTV using a Component cable, check to make sure that your individual component connectors are not crossed. Y goes to Y (green), Pb to Pb (blue), and Pr to Pr (red).

 

Snowy Picture     

Check to make sure that all cable connectors are tight. Check diagrams to insure everything is properly connected. If using an RF (coax) connection from a VCR or cable box to a TV or VCR, be sure the TV or VCR is set to the same channel (3 or 4). Go to the TV's main menu and make sure the TV is in CATV (Cable TV) mode (not TV, Air, or Antenna). If there is construction happening around your neighborhood, there is a possibility that a cable may have been cut, causing this problem. Please contact us if you think this may be the problem. If you have a splitter connected to your TV, try bypassing the splitter by hooking up the cable directly to your TV. If this solves the problem, you may want to replace your splitter.

 

Blue Screen     

This is usually caused by a TV or DVDthat is not receiving video on the currently selected input for that device. Please try the following steps to resolve this problem:


  • Turn off your DVD. If using an RF (coax) connection from a DVD or cable box to a TV or DVD, be sure the TV or DVD is set to the same channel (3 or 4). Check that your TV or DVD is set to display the correct input.


 

Blank Screen     

A blank screen can indicate that a device has no electrical power to it. Please check the following to resolve this problem: Is there power to all equipment?

Check AC power sources. Check power switches, TV/VCR switch. Inspect electrical cords and plugs. Check for tripped circuit breaker or blown fuse. Is the TV plugged into the converter? Is the converter plugged into an outlet? Change to non-switched outlet (try a lamp in outlet to ensure that it is active). Does the converter light come on? If converter channels can be changed by the buttons on the front panel, try replacing the remote control batteries. Check for these other possible causes... There is no AC power to television. Television is plugged into a switched outlet. TV/VCR, power on/off switch. Remote Control or converter is bad, TV on Wrong Input Setting, non-payment.

 

Tiling (screen has little squares)     

Please contact us if you are experiencing tiling on your TV.

 

Channel Problems

 

Trouble Receiving Channels     

What should I do? Please try the following steps to resolve this problem:


  • If you use your TV to tune analog channels, but are not receiving channels above 13: Go into your TV's main setup menu and make sure that it is in the Cable (CATV) mode, not TV, Air, or Antenna. If you use your TV to tune analog channels, but your TV is skipping channels: You may want to Auto-Program your TV. Go into the main menu of your TV and look for an option to "Auto-Tune" or "Auto-Program."


 

Sound Problems

 

No Sound   

If you are getting no sound at all:
 

  • Press MUTE on the Remote Control to restore the volume level. Check that the receiver is set to the proper input source. Turn your DVD on.


If you are getting some sound:

  • Check the volume setting on the set top box. Try unplugging the power supply from the back of your and then plug it back in. (Note: Taking this step on certain set top boxes will cause you to lose all guide information for up to 45 minutes.)


If you are experiencing the problem on only one TV:

  • If the problem is only affecting one TV, the problem may be the TV set itself. If it is affecting all TVs, please contact us.


 

Not Receiving Stereo Sound     

Go into your audio menu on your TV and/or set top box and make sure it is set to "Stereo." Certain models of set top boxes may not provide stereo on the RF (coax) output. Try using the Composite output.

 

Sound is Noisy on One Channel     

Reconnect the cable and make sure the connection is firm. Hand-tighten if necessary. If using an RF (coax) connection from a VCR or cable box to a TV or VCR, be sure the TV or VCR is set to the same channel (3 or 4). Try changing the channel. If no other channels have the same issue, then it may be an issue with just the one channel.

 

Sound Coming from Only One Stereo Speaker    

Hand-tighten or reconnect the cables. Be sure wires are not frayed and that plugs are not bent or broken.

 

Poor Audio Quality

For set top boxes that have volume control capability, use the remote control to set the to approximately 75% of maximum volume level and then adjust the audio levels on the TV.

 

Buzzing Noise

If you are using a Remote Control that came with the TV, the volume control on the TV may be set too high. Adjust the volume on the television until it is slightly higher than for normal listening; then set it where you want it using the converter's Remote Control.

 

Weather Report or Radio in the Background

You need to turn off "SAP." To do so, go into your TV's audio menu and turn off SAP. 

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