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TROUBLESHOOTING
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Q: Why do I see little squares on my screen? |
| Q: Why won't my remote control respond when I press a
key? |
| Q: All of my guide and menu options read, "To Be Announced". Is my box
defective? |
| Q: The sound on my TV has been low ever since I hooked up my digital box
to my television. How can I fix this? |
| Q: What do I do if I forget my Parental Control code?
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| Q: Why can't I get a picture on my screen? |
| Q: Why don't I have any
sound? |
| Q: What do I do if I'm stuck in a screen or menu and can't get
out? |
| Q: My digital
terminal locked up -- I can't change channels. What causes this? |
| Q: The wrong
time is displayed on my digital box. How do I change it? |
| Q: The content
of the guide does not match the program that is airing. |
| Q: There is a
red light lit on my digital box. What does this mean? |
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Q: Why do I see little squares
on my screen?
A:
These pixels occur when
there is a problem with the digital signal. Check the connection to the digital
box and make sure it is finger tight. Are there any splitters on the line before
the digital box? If so, try removing them and connecting directly to the box. Is
there anything, such as furniture, resting on the cable? Has the cable line been
damaged in any way? If all connections are tight and you are still experiencing
pixelization you may require a service call. Contact our technical support
line. |
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Q:
Why won't my remote control
respond when I press a key?
A:
Make sure nothing is
obstructing the path between your set-top terminal and your remote control. Make
sure the batteries are not dead by replacing them. Make sure your remote is in
cable TV mode by pressing the CABLE button, then try to navigate within the
guide. If this doesn’t work, take the batteries out and try again. Try to change
channels using the CHANNEL UP or CHANNEL DOWN button on the set-top terminal. If
the channels are changing, and you’ve tried all the previous steps, then there
may be a problem with your remote control. Contact COGECO Customer Service for
further assistance. |
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Q:
All of my guide and menu
options read, "To Be Announced". Is my box defective?
A: In most cases, no, your box
is not defective. The terminal may take up to 30 minutesto download after an
installation, a power failure, or the reprogramming of new features by our
technical department. |
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Q:
The sound on my TV has been
low ever since I hooked up my digital box to my television. How can I fix
this?
A:
Make sure that your output
channel is on 3 (or 4) and that the volume on the digital terminal and your TV
is not muted or low. Check for proper connection to your stereo system, if
applicable. If everything is hooked up correctly: * Press MENU on your digital
remote control. * Access Setup. * Access Audio. * If the volume is controlled by
the TV or receiver, make sure that the Optimal Stereo setting is selected in
this screen. |
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Q:
What do I do if I forget my
Parental Control code?
A:
You can temporarily open or clear all locks if you forget your 4 digit PIN by selecting the Master Locks from the set up screen and change the option from NO to YES. You can reset the locks simply by turning off the receiver and then turning it back on. |
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Q:
Why can't I get a picture on
my screen?
A:
Make sure your TV and
VCR are tuned to channel 3 (or 4). Check to make sure the connections to
the digital box are finger tight. Make sure the digital box is turned on and the
VCR is turned off. If you still have no picture, try connecting the cable
directly to the back of the TV to establish if you have any cable
signal. |
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Q:
Why don't I have any
sound?
A:
Make sure the sound is not
muted on the TV or digital box. Turn the volume up about halfway on the TV and
then set the audio to Optimal Stereo in the digital box. To access this press
MENU, SETUP, AUDIO, OPTIMAL STEREO and switch to YES. If there is still no sound
try unplugging your digital box for 10 seconds and plugging it back in. Once the
digital box is plugged back in it will take about 30 minutes for the guide and
menu to download again. |
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Q:
What do I do if I'm stuck in
a screen or menu and can't get out ?
A:Press the EXIT key to return
to watching TV. Press the LAST key to return to the previous screen. As a last
resort, unplug the digital cable terminal for 10 seconds. This will cause the
guide and menu to download again and will take about 30
minutes. |
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Q:
My digital terminal locked
up - I can't change channels. What causes this?
A: Like any electronic device,
your Digital Cable Terminal (DCT) will generate heat. Overheating will cause
malfunctions like the ones you've described. Here are some things to check: Make
sure your DCT is in a well-ventilated area. Leave at least a 3/4-inch space to
the sides and above the DCT. DO NOT place any items (TV, VCR, plants,
videotapes, papers, etc) on top of the DCT. If it locks up, try resetting the
unit: unplug it, allow it to cool off, then plug it back in. If this doesn't fix
the problem, contact us. |
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Q:
The wrong time is displayed
on my digital box. How do I change it?
A: The correct time is
automatically displayed on your digital box. If it displays the wrong time
please call customer service. |
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Q:
The content of the guide
does not match the program that is airing.
A: Stations can change the
program(s) they air without prior notice. COGECO has no control over
this. |
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Q:
There is a red light lit on
my digital box. What does this mean?
A: This indicates that a
message is waiting, which you can retrieve through the MENU function. Simply go
to the column with the word MESSAGE displayed on it and click OK. After reading
the message there will be an option to delete it, at which time the red light
will go off. |
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