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FAQ Troubleshooting Guide Before you call the Help Desk, please review the list of common solutions below.

BROADBAND TROUBLESHOOTING Problem: I get a message that reads “Cannot display page” on my browser. Possible Solutions:

TV TROUBLESHOOTING Problem: • I cannot turn on/off

my set-top box (STB). • There is no red light. Possible Solutions: • Verify that the STB button on the top of the remote is illuminated so that the remote will communicate with the STB. • Verify that the batteries in the remote control are charged and in good condition. Problem: I am unable to get a signal. Possible Solutions: Reboot your set-top box by unplugging it, wait 15 seconds, and plug it back in. Problem: There is no picture on my TV and the light is on the STB. Possible Solutions: Your TV input settings have been accidentally changed. Use the remote control that came with your TV to change the TV inputs. Scroll through the button on your remote. It may be called “Input,” “Source,” or “A/V.” Or Verify it is currently set for the input mode you are trying to control. Inputs include: “AV1,” “AV2,” “Video 1,” “Video 2,” “HDMI 1,” HDMI 2.” Verify that it’s set for the input mode you are trying to control. The inputs in- clude “HDMI,” “Component,” “Color Stream.” If you do not know which input it should be on, check your cables to verify. Below are the com- monly used cables for set up. • I cannot change the channel. • I cannot bring up the Guide.

• Please try rebooting your com- puter or web connected device and see if the issue is resolved. • Please shutdown your comput- er or web connected device.

• If you have a third party rout- er such as a Cisco, Linksys, Netgear, Dlink, or other, please power it down also. • Please unplug the power from your modem or ONT and leave it unplugged for 10 seconds before plugging it back in. • Please wait one minute, then power your third party router if present. • Please wait one additional minute, then turn on your computer or web connected device and try again. • Please check the Internet status light on your modem or modem router. If it is lit a solid color, please contact technical support. • If the light is still blinking or not lit, please contact technical support. • If using a wireless device, please try plugging the device directly to your modem or router with a Cat5E or Cat 6 Ethernet cable. • If the device works hardwired to your wireless router, please contact our technical support for assistance. If you are using a third party wire- less router, please contact your wireless router vendor for support. • If using a third party router, please bypass it by wiring your device directly into the modem or ONT with a Cat5e or Cat6 Ethernet cable. • If bypassing your third party router works, please contact your wire- less router vendor for support. • If none of the above solutions fix your issue, please contact Techni- cal Support to get assistance with your issue. Problem: My Internet is slow. Possible Solutions: • Check your device - can it accommodate the speed package to which you subscribe? Do you need to increase your Internet speed? • Contact NCTC Internet Help Desk 24/7/365 to get assistance with your issue.

Problem: Caller ID is not appearing on my TV screen when the telephone rings. Possible Solutions: Verify that you are subscribed to Caller ID from NCTC. If you do not have Caller ID, please contact your local NCTC business office to subscribe.

directory.nctc.com

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