TwinLakes2023TelcoArchive

TROUBLESHOOTING

TROUBLESHOOTING GUIDE — BROADBAND AND TV

GET ANSWERS

Before calling Technical Support, please review these common solutions.

˚ If it is lit up redor not lit upat all, please check the ethernet cable going into the Internet/WANport on the router tomake sure it is plugged in securely. • If you are using a 3rd party router, you may be able to try bypassing it using a computer. ˚ To do this, unplug the ethernet cable from the Internet/WAN port on the router, and plug it straight into a laptop or desktop computer. If you get an internet connection, there may be an issue with the router. If this works, please contact the router vendor for support. • If none of the solutions abovework, please reach out to our tech support team.

• check and see if your device is connected to the network. • check and see if your device is connected to the network. • If none of the solutions abovework, please reach out to our tech support team. Problem: I amnot able to connect to the internet on all devices. Possible Solutions: • Try restarting the router. • check your devices to see if they have an internet connection. ˚ If devices still don't have an internet connection, check the internet status light on the router. Problem: I amunable to get a signal. Possible Solutions: Reboot (turn on and o Ȃ again) your Set Top Box. Problem: There is no picture onmy TV and the light is on the digital box. 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.” For a standard definition/picture tube TV: Check to ensure your TV is tuned to channel 3. 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” or “HDMI 2.”

Problem: I amnot able to connect to the internet on one device. Possible Solutions: • Check the network settings on your device to see if it shows you connected to a network (wired or wireless) ˚ If the device isn't connected, connect to your Wi-Fi network using the password that was provided. If you have a 3rd party router, the password for your network may be located on an information sticker on the bottom of the router.

Verify that it’s set for the input mode you are trying to control. The inputs include “HDMI,” “Component” or “Color Stream.” If you do not know which input it should be on, check your cables to verify. Below are the commonly used cables for set up.

Set Top Boxes The TV has a Volume Control and the STB (Set Top Box) has a Volume Control. If the STB is set low, then the TV volume will have to be set high in order to hear. If the STB is set at 0 then the TVwill not have any volume. Problem:

• There is no red light. • I cannot change the channel. • I cannot bring up the Guide.

Possible Solutions: Verify that the STB button on the top of the remote control 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.

8