Support Wizard

Our Automated Troubleshooting tool can reboot your Ziply Fiber equipment for you.

Log in to the Automated Troubleshooting tool. If you can’t log in, reboot your broadband home router or residential gateway manually:

• Unplug the device
• Wait 30 seconds
• Plug it back in
• Give it a few minutes to power up fully

Choose one of your Set-Top Boxes.

Remove and securely reattach the coax cable at both ends: the Set-Top Box and the wall.

Try rebooting your Set-Top Box.

• If your Set-Top Box has a Power button, hold it in for 15 seconds.
• If there is no Power button, unplug the power cord from the unit for 30 seconds, and then plug it back in.

Remove and securely reattach the coax cable at both ends: the Set-Top Box and the wall.

Let's try rebooting your Set-Top Box.

• If your Set-Top Box has a Power button, hold it in for 15 seconds.
• If there is no Power button, unplug the power cord from the unit for 30 seconds, and then plug it back in.

Let’s test to see if the problem is with your Set-Top Box (STB) or your wiring.

Take the STB that has no on-screen channel guide and set it up in another room in your home. Hook it up in place of another STB that’s working fine.

Your troubleshooting results tell us that the wiring inside your home is the reason for the missing channel guide.

You may contact us for a service appointment, but please be aware that there may be a charge. Call us at 1.866.699.4759 to find out.

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

Your troubleshooting results tell us that the Set-Top Box is the reason for the missing channel guide.

Please contact us. We can make arrangements to replace your Set-Top Box.

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.