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Video serViCe tiPs And trouBLesHootinG
video service tips and troubleshooting
we can help
You can expect your service to be up
and running whenever you tune in. There
may be times when a brief interruption
of service occurs due to thunderstorms
or power pole accidents even when
your electric service may be working.
Restoring your service is our immediate
priority. However, if you find that your
neighbors are not experiencing a service
outage, you may be able to troubleshoot
your own service problem yourself.
before you schedule an appointment try the
following troubleshooting steps.
check: Power is on
• Verify lights and other appliances are working. If not working you
may be experiencing a power interruption to your home.
• If power is on look for loose or disconnected power cords. Make
sure they are plugged in all the way.
• If power outlet is controlled by a wall switch, make sure the switch
is in the ON position.
check: Remote control batteries are good
• Manually turn on the TV or cable box by pressing the POWER
button on the front panel. Next, use the remote control to turn OFF
the TV or cable box. If device does not turn off, then change the
batteries in the remote control.
If this did not correct the problem proceed to the next step.
check: VCR/DVD turned OFF
• Turn VCR OFF- With the TV ON; turn the VCR OFF and DVD player
OFF, if installed. If picture did not return, go to next step.
o TV on Channel 3- With the TV ON and the VCR ON, use channel
button on front of TV to select channel 3; most commonly used
channel but you may need to try channel 2, then channel 4.
o VCR on channel 3- With the TV ON and the VCR ON, use channel
button on front of VCR to select channel 3; most commonly used
channel but you may need to try channel 2, then channel 4.
o Turn VCR OFF.
If this did not correct the problem proceed to the next step.
check: TV INPUT is correct
If TV was recently used to play video games, VCR tapes, DVD movies
or home camera movies, you may need to change the INPUT back to
the TV.
• Press the INPuT button (may be labeled TV/VIDEO SOURCE or
Antenna) on the TV or use the remote control that came with the TV.
• Menu will display on TV screen. Select the correct option for your
TV if you know it. Options may be labeled Cable TV, CATV, CAB,
Input 1, Video 1, Antenna 1, AV1 or some other name. (Check your
TV user manual). If you don’t know which option to use, select
each option one at a time by pressing the up or down arrow on TV
front panel or use the TV remote control.
If this did not correct the problem proceed to the next step.
check: Loose connections
• Tighten loose coax cable connectors (the ones with threads);
they provide both picture and sound.
• If used, secure loose video cable (typically yellow colored);
it provides picture.
• If used, secure HDTV cable (typically red, blue and green
connectors); they provide HDTV picture.
• If used, secure HDMI digital cables; they provide HDTV picture
and sound.
If you recently connected or added TV or audio equipment, make
sure the color of the connectors match the color of the plug-in ports.
Additionally, ensure that the cable is connected from the “out” port
on the first piece of equipment to the “in” port on the next piece of
equipment. Continue with the “out” and “in” pattern until you reach
your TV.
If this did not correct the problem proceed to the next step.
check: Set top box needs to be rebooted by “power cycling”
• Reboot the set top box by unplugging its power cord from the wall
outlet, power strip or from power inlet on back of box. (Just turning
the set top box power OFF and ON will not reboot the box. It must
be unplugged and replugged into the power source).
• Wait 20 seconds.
• Plug power cord back in.
• The set top box will cycle through the entire
start-up process. Data may take up to 20
minutes to reload. TV guide information will
display “To Be Announced” until fully reloaded.
If this did not correct the problem contact
Customer Service at 1-855-Mediacom.
46 PaUSE | ISSUE NO. 19 www.mediacomcable.com