Help Center - TV - Troubleshooting

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Troubleshooting

All of my TV's are not working, what should I do? All of my TV's are not working, what should I do?

In some cases a reboot of your set-top box can resolve the issue. After verifying you have internet services, 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 a reboot doesn't resolve your issue please make a note of any error messages you are receiving and contact Technical Support at 513-565-9890.
How do I adjust the LED display brightness on my altafiber TV set-top box? How do I adjust the LED display brightness on my altafiber TV set-top box?

Enter the setting menu and enter your password (default 1111). Scroll to and enter Hardware Settings.

Scroll down and select "Front Panel Brightness" or "Front Panel Brightness (Night)" to adjust accordingly.

Once adjusted to the desired levels, scroll dow to and select "Submit" to save settings.
How do I adjust the picture size or aspect ratio on my set-top box? How do I adjust the picture size or aspect ratio on my set-top box?

To adjust the aspect ratio, press the F1 on your remote control. Press multiple times to cycle between the various aspect ratios.

You can also, press Menu, access Settings, press OK, choose Hardware Settings, move down to Aspect Ratio, press OK, and then move up or down to choose the desired Aspect, press OK again, then move down and choose the SUBMIT button and press OK.
How do I reboot my altafiber TV set-top box? How do I reboot my altafiber TV 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.
I can't access my DVR menu, what do I do? I can't access my DVR menu, what do I do?

First verify that DVR is included in your package. You can check this by logging into your My altafiber account and clicking Overview under Digital TV. Under the My Programming tab you will see a list of add ons included in your current package. If you don’t see DVR or Whole Home DVR then you will need to call 513-565-2210 to have this feature added to your account.

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I need help troubleshooting my altafiber TV equipment I need help troubleshooting my altafiber TV equipment

Watch the video below for a guide on troubleshooting your altafiber TV Equipment.
I see the message "channel out message" - what do I do? I see the message "channel out message" - what do I do?

Try and change the channel up or down or manually enter a channel number. If that is not successful rebooting your set-top box my 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, contact Technical Support 513-565-9890.
My altafiber TV Orbit HD set top box will not show my recorded shows from my altafiber TV Atom DVR My altafiber TV Orbit HD set top box will not show my recorded shows from my altafiber TV Atom DVR

While this situation should not occur if both the Atom DVR and Orbit HD boxes have at least 3 bars of wireless connectivity, or if they are hard wired, if it does, simply reboot the Atom DVR box then reboot the Orbit HD. Please ensure they both have a minimum of 3 bars of wireless signal strength, if necessary attempt to relocate the set tops until 3 bars is achieved.
My DVR did not record a show, what do I do? My DVR did not record a show, what do I do?

In some cases a reboot of your set-top box can resolve the issue.

To reboot 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 you need further assistance, please call 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 completely download the program listings. Disconnecting the power will not erase scheduled DVR recordings but will interrupt any recordings occurring at that time.
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What do I do if I am having picture issues on my altafiber TV set-top box? 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).

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What do I do if I cannot access Video on Demand? What do I do if I cannot access Video on Demand?

You will need to reboot your Set Top Box by unplugging the power cord for ten seconds and then power your device back on. Once your device is fully power on and you can watch TV try to access Video On Demand. If you still cannot view content please call 513-565-9890.
What do I do if I see an activation code message on my screen? What do I do if I see an activation code message on my screen?

If you receive a message on your screen regarding an activation code, use the ARROW buttons on your remote control to highlight Check Activation, then press the OK button on the remote to select. This should remove the message from your screen and allow you to continue with your programming. If the message remains on the screen please contact Technical Support at 513-565-9890.
What do I do if my altafiber TV set-top box says 'boot'? What do I do if my altafiber TV set-top box says 'boot'?

In some cases a reboot of your set-top box can resolve the issue.

To reboot 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 you need further assistance, please call 513-565-9890.
What do I do if my altafiber TV set-top box will not power on? What do I do if my altafiber TV set-top box will not power on?

Please verify you have it plugged into a working power source (you can verify the power source by plugging in a different device) and if it is plugged into a power strip make sure the power strip is plugged in. Verify the power cord from the wall to the set-top box is plugged in to the wall and the set-top box. If you need further assistance please call 513-565-9890.
What do I do if my picture on my TV is freezing? What do I do if my picture on my TV is freezing?

In some cases when your TV's picture is freezing you just need to 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 picture on your TV is still freezing please contact Technical Support at 513-565-9890. 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 completely download the program listings. Disconnecting the power will not erase scheduled DVR recordings but will interrupt any recordings occurring at that time.
What do I do if my TV says no signal? What do I do if my TV says no signal?

First verify that your set-top box is properly connected to your television and wall outlet. Then check that the set-top box and the television are both powered on. Make sure you press the power button on the actual set-top box and television, instead of using the remote. If there is still no signal, check that your TV is set to the correct input. Press the * key. If you are unsure which input you have previously used, cycle through all available inputs using your television's Input or Source button. If selecting the correct input does not correct the problem, disconnect the power cable from the back of the set-top box. Let the device rest for 30 seconds then reconnect the power. The box should begin to reboot automatically after a moment. 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. If you need further assistance please call 513-565-9890.
What if I have no picture or sound on my altafiber TV set-top box? What if I have no picture or sound on my altafiber TV set-top box?

First verify that the set-top box and TV are both powered on - press the POWER button on the actual set-top box and television instead of using the remote. Check that your TV is set to the correct input by pressing the INPUT or SOURCE button on your TV to cycle through all available inputs. 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 you still have no picture or sound, contact Technical Support at 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 completely download the program listings. Disconnecting the power will not erase scheduled DVR recordings but will interrupt any recordings occurring at that time.
What if my remote no longer controls my altafiber TV set-top box? What if my remote no longer controls my altafiber TV set-top box?

To correct this problem, press the CBL or STB button on your remote. This button, which orients the remote to the set-top box, should light up red when pressed. If it does not light up red, you may need to change the batteries in the remote. Fresh batteries often resolve remote issues.

If the buttons illuminate but you still cannot operate the set-top box, you may need to reprogram your remote for the set-top box.

Press and hold the SETUP button and the blue B button on your remote until the CBL or STB button flashes twice. This should reprogram your remote to control your set-top box. If your remote is still not functioning, please call Customer Service 513-565-9890 or visit an altafiber Store near you.

See also: What if my remote no longer controls my TV or other devices?
Why am I missing channels? Why am I missing channels?

If you are not seeing all of your subscribed channels on the guide, it may be because your channel filters are not set to display all your channels. When your guide is displayed on the screen, each time you press the "Guide" button, the channel filters will toggle through all available filter options: All, Subscribed, SD, HD, and Favorites.
Why does my TV turn off automatically? Why does my TV turn off automatically?

Your set top box has a standby timer that defaults to automatically power off your set-top box after 4 hours of inactivity. You can adjust your standby timer setting to never power off or power off after 2, 4, or 8 hours. Follow the steps in the guide below to adjust the standby timer on your set top box.