Support Wizard

The channel you want may not be part of your TV package.

Please contact us to find out how you can add the channel to your service.

Let’s test each set-top box in your home for the channel you want.

You can fix this problem in two steps.

You’ll need to do this for all your set-top boxes (STBs).

1. Remove and securely reattach the coax cable at both ends: the STB end and the wall.
2. Log in and let our Automated Troubleshooting tool reboot your Ziply Fiber equipment. If you can’t log in, reboot your broadband home router or residential gateway manually. Then reboot all your STBs:
   • Unplug the device
   • Wait 30 seconds
   • Plug it back in
   • Give it a few minutes to power up fully

You can fix this problem in two steps.

Do this for the set-top box (STB) that isn’t giving you access to the channel.

1. Remove and securely reattach the coax cable at both ends: the STB and the wall.
2. Log in and let our Automated Troubleshooting tool reboot your Ziply Fiber equipment. If you can’t log in, reboot your broadband home router or residential gateway manually. Then reboot the STB. The steps are the same for each:
   • Unplug the device
   • Wait 30 seconds
   • Plug it back in
   • Give it a few minutes to power up fully

Let’s find out if the problem is with the set-top box (STB) or the wiring in your home.

Take the STB that won’t show the channel and set it up in another room in your house. Hook it up in place of another STB that's showing the channel you want.

Since the set-top box (STB) can work in another room, let’s test the wiring.

Take an STB that can view the channel you want (not the original one) and hook it up in the room where you can’t see the channel.

Your troubleshooting results tell us that the set-top box (STB) is causing the problem.

Please contact us.
We can arrange to replace your set-top Box.

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 1.866.947.5995 to find out.

If you prefer, you may choose to hire an electrician instead.

We're glad the Support Wizard was able to help you resolve this issue.

Please contact Ziply Fiber Technical Support.

We can help you further troubleshoot the problem and schedule a service appointment if needed.