All Cable Troubleshooting

Introduction This is a Signal or Connection Error (and occurs when you remove the coax cable from the cable box while it is on) Resolution Steps Unplug power from back of converter box Check the coax to ensure it s screwed securely into the... Read More

Introduction CL-517 errors cannot be resolved over the phone; a technician visit is required Resolution Steps Click Create Work Order or Technical Case on the Work Orders Tab in BOLT Fill out the information as described below and clickÂ... Read More

  Resolution Steps Verify the Serial Number / TSN Number  Send a Balance hit  Power Cycle the equipment  If the issue persists, click Create Work Order or Technical Case button on the Work Orders Tab in BOLT  Click Create Work Order or... Read More

  Resolution Steps Verify the Serial Number / TSN Number  Send a Balance hit  Power Cycle the equipment  If the problem persists, click the Create Work Order or Technical Case button on the Work Orders Tab in BOLT  ​​​​​​​ClickÂ... Read More

Introduction Customers may have to wait up to 5 minutes for the channel to restore itself This typically occurs when the station is experiencing technical difficulty This also happens when the station is not airing content due to a Sports Blackout... Read More

Introduction Important: if Temporarily Off Air appears on a specific channel on all TVs: Check for Current outages  Ensure this is not a Sports Blackout  If the steps above do not explain the problem, let the customer know the issue is... Read More

Introduction Always check the account and the Outage / Reminders Tab in this knowledgebase for outage information, first Resolution Steps   Troubleshooting Steps for Missing Free Preview   Make sure the customer is on the Correct... Read More

Self-Service Support Alert:  this article is available for customer self-service on help.astound.com Introduction HDTV (High Definition TV) digital programming has crisp, clear, and vivid pictures, and also supports Dolby Digital surround... Read More

Self-Service Support Alert:  this article is available for customer self-service on help.astound.com Resolution Steps     HDMI (High Definition Multimedia Interface) is the standard digital connection between modern audio and video... Read More

Self-Service Support Alert:  this article is available for customer self-service on help.astound.com Resolution Steps     Customer purchased converters (from a store, auction, etc.) cannot be used with our Cable service   100% of our Cable... Read More