Troubleshooting

If you experience problems with your television reception, keep in mind that it may or may not be related to your cable TV service. If the problem is only on one channel, it is probably just a temporary transmission problem with that particular network. If the problem affects more than one channel, here are a few things you can check before calling for repair service:

Troubleshooting Tips

Poor or no video:

First check to see if all TVs in the home are experiencing the same problems. If the problem is only on one set, it is likely that the problem is related to the connection inside the home. Check all connections to your TV, wall jack and any connected video devices. Look to make sure the ends of your coax cable are undamaged and that the connector center pin is straight. Tighten any loose connections.

Check your coaxial cables. Consider swapping old or low quality cabling for heavy-duty cables. Damaged cables or connections should be replaced.

If you've recently moved or installed equipment please double-check the connections.

Move the coaxial cables away from other cables. Your TV cables may be receiving electromagnetic interference from nearby power cables or other electronic devices. If separating the cables improves your picture, use cable ties, tape or twist ties, to hold them in place.

Check that the antenna input is set to "Cable" or "CATV" mode. This is a likely cause if your TV is only able to receive 13 channels.

Please check to ensure that the correct TV 'input" or "source" is selected by using your TV remote to slowly toggle through available settings. Some digital TVs require a moment for each setting to be read.

If your television is connected through a digital devise such as a cable box, DVR, or DVD player, make sure your TV is set to the designated output channel. (normally channel 03 or 04)

If you have a cable box or digital receiver on your system, to correct a receiver problem try unplugging the box for a moment. When power is restored, let the box cycle through its reboot process. This can take a few minutes.

If you suspect a reception problem with your cable box, you can check by connecting the cable from the cable wall jack directly to the TV. If the picture is clear when the box is bypassed, the converter box is likely the problem. Please call to have it checked or replaced.

Picture, but no sound:

Check to ensure that the MUTE setting is not activated on the TV or on any digital video devices.

Please check to ensure that the correct TV 'input" or "source" is selected by using your TV remote to slowly toggle through available settings. Some digital TVs require a moment for each setting to be read.

Check to make sure the SAP, or secondary audio program feature, is not activated. With some TVs the SAP feature can be turned on and off from your TV remote.

If audio is not in English, please check the language feature on your TV or digital receiver. Also make sure the SAP feature is not activated. The SAP can also result in an audio feed that does not match the video.

Cross streaks:

Cross streaks or static streaks across the screen can sometimes be caused by electrical interference from appliances, power sources or atmospheric conditions. If a cord-shielding problem exists, devices like microwaves, vacuums and blenders can cause problems.

Make sure that the cable connections on the back of your TV or converter are secured tightly.

Rolling pictures:

Check your TV manual for possible adjustments.

Vertical or horizontal shrinking:

A shrinking TV picture (from top to bottom or from side to side) can sometimes be caused by power "brownouts."

Also you may want to check your TV manual for possible adjustments.

If your troubleshooting has not corrected the problem, please call us. We will be glad to assist you over the phone and schedule a home appointment if necessary. We want you to enjoy the best quality service.

Interference From Nature

Lightning:

During electrical storms, we advise that you unplug your television set(s) and disconnect your incoming cable line(s). We are not responsible for any damage to customer-owned equipment caused by lightning or any other Act of God beyond our control.

Picture Distortion/Sun Outages:

For a few days in the spring and fall, brief interruptions (5 -10 minutes) in satellite-delivered programming may occur due to an alignment between the sun, the orbiting communications satellite and our receiving antenna. We thank you for your understanding during these brief "sun outages."

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