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TROUBLESHOOTING
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| Q: I'm not receiving any channels over channel 13. |
| Q: How do I check if there's something wrong with my audio/sound?
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| Q: What do I do if I lose my signal? |
| Q: What do I do if I can't get the low end channels (channels 2 to 6)?
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| Q: What do I do if the signal is intermittent? |
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Q:
I'm not receiving any
channels over channel 13.
A:
Simply
program your TV and make sure it is in CATV mode. How do I do that? - With your
remote control, go to the menu and find the CATV or ANT/CABLE option - Position
all channels in CATV or CABLE mode. - Then, choose the TVSCAN or AUTOPROGRAMMING
option to enable your TV to receive signals beyond channel 13. Causes of
deprogramming are: a) electrical power failure b) disconnection c) new purchase.
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Q:
How do I check if there's
something wrong with my audio/sound?
A:
A) For
service with a decoder: 1) Check the sound level of the decoder to make sure it
is at a reasonable level. 2) Check to see if the decoder’s MUTE option is
activated. 3) Check the volume on the TV. B) For service without a decoder: 1)
Check the volume on the TV. 2) Check to see if the MUTE option on the TV is
activated. 3) Make sure the SPEAKERS ON/OFF option on the TV menu is in the ON
position. For both A) and B), if the sound is still not right, check the
connections. If the problem persists, contact our customer technical services.
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Q:
What do I do if I lose my
signal?
A:
If you
lose your signal, make the following checks: 1) Make sure your TV is set to
channel 3 2) Make sure your VCR is set to channel 3 3) Make sure all wires are
properly connected 4) Ask a neighbour if he or she is getting a proper signal,
after completing steps 1-3 5) After you have done all of the above, call our
customer technical services to determine the cause of the problem.
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Q:
What do I do if I can't get
the low end channels (channels 2 to 6)?
A:
Since
the problem is often related to a VCR that needs cleaning, connect the cable
directly to your TV. This will isolate the problem. If the problem persists
contact customer technical services and a technician will be sent to your
residence.
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Q:
What do I do if the signal
is intermittent?
A:
If
your signal is intermittent, make the following checks: 1) Make sure the
connections are properly connected. 2) Make sure there are no connections that
do not comply with COGECO policy. 3) Connect the cable directly to your TV.
Sometimes, other equipment connected to the TV causes this kind of problem.
4) If the problem persists, call our customer technical services to determine
the cause of the problem.
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