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Service Outage Info
Troubleshooting Tips

  • Make sure you haven't missed any payments on your account

    Late or missed payments can cause an interruption of service.

  • Check your connections

    Make sure there are no loose plugs and the outlets and circuit breakers are working.

    To assure best picture quality, hand tighten each coaxial cable connector or use a small 7/16 inch wrench to make sure the cable connections are secure.

    Make sure the TV is on the right channel and input (HDMI, Video, Component, etc.) if it's plugged into a cable box, VCR, DVD player or gaming system.

  • Check all of your computers

    If service is not working on all of your computers and you've recently changed or upgraded your firewall and/or antivirus software, disable them. If this fixes the problem, contact the software manufacturer to troubleshoot the software issue. If this does not fix the problem, there may be an unreported outage in your area or there may be a problem with the wiring to your business.

    If you are only having a service problem on one of your computers there may be a problem with the software.

  • Check your computer software

    If you have installed any software recently, make sure the installation is complete and restart your computer if necessary.

    Make sure your computer's software is up to date. Search for and install any recommended updates.

    Run an antivirus scan to make sure the computer does not have a virus.

    If the above tips do not fix the problem you can try rebooting the modem.

  • Try rebooting your modem

    You can easily perform a manual reboot by unplugging your modem and plugging it back in. Simply unplug your modem from the electrical outlet. If you're using a battery backup, you'll also need to disconnect it from the modem and your router if you have one.

    Plug the modem back in and wait until it has fully restarted. This can take a few minutes. If you are using a battery backup, reconnect the modem to the battery and wait 30 seconds for the lights to come on. Check your internet connection by opening a web browser window.

  • Check all of your TV's

    If service is not working on ALL of your TV's there may be an unreported outage in your area or there may be a problem with the cable wiring to your business. If you are only having a service problem on one of your TV's you can try rebooting the cable box connected to that TV.

  • Try rebooting your cable box

    Follow the reboot instructions for the cable box you have:

    Scientific Atlanta Cable Box
    Turn off your TV and unplug your cable box from either the electrical outlet or the back of the box itself. Count to 5, then plug it back in. While it's rebooting, the cable box will display "HOLD" followed by "TURN ON". This may take 3-5 minutes. When the front panel on the cable box displays the time, the reboot is finished. Now turn on your TV. There may be a slight delay while the menu screen loads.

    Samsung HD Cable Box
    Turn off your TV and unplug your cable box from either the electrical outlet or the back of the box itself. Count to 5, then plug it back in. It may take 3-5 minutes to reboot. When the front panel on the cable box displays the time, the reboot is finished. Now turn on your TV. There may be a slight delay while the menu screen loads.


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