What do I do if I am having picture issues on my altafiber TV set-top box?
If the issue is occurring on more than one television: Please make a note of any error messages you are receiving and contact Technical Support (513-565-9890).
If the issue is only occurring on one television: Verify that all cables are tightly connected to the wall outlet, the television, and, if you have one, the set-top box. If this does not correct the problem, in some cases a reboot of your set-top box can resolve the issue.
To manually reboot your set top box, simply disconnect the power cord from the back of the box. Wait at least 30 seconds and then reconnect the power. The box should begin to initialize automatically - if it does not, press the POWER button on the set-top box. The box may take 2-3 minutes to fully power on and load the interface on your television. If your set top box doesn’t restart automatically within a few minutes, press the POWER button on the device.
If the problem persists, check if you experience the same issue when the television is in use with an alternate video source (DVD player, VCR, etc.). If so, the issue resides within your television, and you will need to contact the product's manufacturer for more information.
If you only experience the issue with one TV and with our service, use the information below to correct the problem.
Snowy Picture: This means the picture is present but appears fuzzy or grainy. If your television is connected to an outlet or set-top box with a coaxial cable, verify that the TV is on Channel 3 and the cables are tightly connected.
Blue Screen: If there is a VCR connected between the outlet and the TV, use the VCR remote to set the VCR to Channel 3 or 4. If this does not correct the problem, verify your TV is set to the correct input. Use the TV remote to cycle through all available inputs by pressing the "Input," "Source," or "Video" button.
Wavy, Horizontal, or Zigzag Lines: This problem is usually caused by loose or dirty connections. Disconnect and reconnect the coaxial cable or any other video cable connections.
Small Picture: If this problem only occurs on one channel, then the content is being broadcast in that format and cannot be changed. If it occurs on all channels, it may be a setting on the TV for aspect ratio. Consult your television's manual or its manufacturer.
Pixelated or Tiled Image: This problem can usually be fixed by tightening all cables or by briefly powering down and disconnecting all devices to rest, and then reconnecting and powering back up.
If the problem persists, contact Technical Support (513-565-9890).
NOTE: When you remove the power cable from the set-top box, guide data may be temporarily lost. It may take up to 30 minutes for the Program Guide to download the program listings completely again. Disconnecting the power will not erase scheduled DVR recordings but will interrupt any recordings occurring at that time.