Not applicable

Guide issues

My box is constantly giving error messages if trying to favorite a channel, setting recordings, or even pulling up series info. We've already reset it with and without tech support on the phone. Can you try something?
1 REPLY
Trusted Helper

Re: Guide issues


@sjmmaj2003 wrote:
My box is constantly giving error messages if trying to favorite a channel, setting recordings, or even pulling up series info. We've already reset it with and without tech support on the phone. Can you try something?

Hello,

 

Where are you located?  (City, State, and Zip) and what is the make and model of this box?  The next step processes depend on what is occurring as you read the following:

 

If the box is constantly rebooting- This is almost always an indication of a bad box and it would need to be swapped.  A constantly rebooting box is rarely a signal problem.

 

If you are getting error messages, channels not coming in- This is almost NEVER A BOX PROBLEM, and is a problem with your signals or lines inside the home or outside the home.  Try not to use splitters, they can reduce signal strength by anywhere from fifty to ninety percent.

 

SWAPPED BOXES WILL NEVER SOLVE BAD SIGNAL PROBLEMS! What we need to do is have you call Spectrum for a tech visit to do a signal and drop line test.  Specify that this be put in the work order:

 

To prepare for your tech visit, AVOID RESETTING ANY BOXES, MODEMS, OR ROUTERS FOR AT LEAST SIX HOURS PRIOR TO YOUR SERVICE CALL.  This resets the error code readings coming in from the line back to zero and the tech needs to see those error codes.

 

Additionally, before the tech comes, write down the error codes that you see on the screen when you set up recordings, try to view Video On Demand and so forth.  Any box resets will only be a temporary fix, because when we see these kinds of problems, it's a problem in  a line inside  the home, outside the home, a splitter problem, or a problem with the tap.  Signal problems are not box problems.  It's something in your inside line, outside line, a splitter or a tap that is going wonky.  Within hours to a few days of a box reset, the problem will always come back until the lines, wiring, or tap is fixed.

 

You need a signal and drop line test. Remember to follow the recommendations above before the tech comes.

 

Satch