Troubleshoot Pixelated Fiber TV & Set-top Box

Pixelated images & connectivity issues

Use these simple troubleshooting steps to fix Fiber TV image or connectivity issues

Check for loose connections

Inspect each of cables and cords connected between your set-top box (STB), TV and wall. If you discover any loose connections, disconnect and then re-attach them, making sure the fit is secure.

Damaged Coaxial?
If any of your coaxial cables appear to be damaged, call us at the number below.

Restart/Reboot set-top box

Restarting your set-top box, also known as rebooting, takes less than a minute and can be the key to fixing issues with Fiber TV service, including pixelated images or an unresponsive set-top-box or DVR.

NOTE: Rebooting does NOT erase selections you’ve programmed into your remote, such as device codes, favorite channels, or recent on-demand selections. These settings are saved and will be available after restarting your set-top box.

Simply press the power button to turn off the set-top box.
Wait for 10-15 seconds.
Press the power button again to turn it back on.

Internet connectivity & your set-top-box
To avoid problems with your Fiber TV service, keep your internet router plugged in and turned on, except when rebooting to troubleshoot connectivity issues.

Frequent rebooting or ongoing problems?
If you need to reboot your set-top-box more than three times a week, or are still experiencing other issues with your Fiber TV, give us a call at the number below, 7 days a week, 365 days a year.

Remote Control troubleshooting

Here's a list of solutions for fixing your Fiber TV remote control. For more help, download the Fiber TV Remote User Guide.

Issue

Solution

VOL, Mute, or A/V do not work

Press and hold OK and buttons together so red LED light blinks twice and stays on.
Press and hold the non-working button as remote tries new codes.
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 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.

TV settings have changed

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.

Red LED blinks 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, chat with us online or give us call.

Back

Pixelated images & connectivity issues

Check for loose connections

Restart/Reboot set-top box

Remote Control troubleshooting

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