Troubleshooting

Frequent Troubleshooting Steps

Having a problem with your services? Most problems are a simple fix, so take a look below for some basic steps you can take that may fix your issue.

 

Cable Television

Is the problem on all TVs?

Note: If you’re seeing the problem on a broadcast network channel only (ABC, CBS, FOX, CW, NBC), it is likely a problem with the quality of the signal. These are usually intermittent problems and should go away. If the problem persists, please contact our office at (757) 331-8700.

Is the problem on all channels?

If no, which channels are affected? Is the problem with video or audio, or both?

Tips and Tricks
  1. Check your cable connections at wall and on the TV to be sure they are finger-tight.
  2. Make sure your TV is turned to the correct channel or input. In most cases, this is HDMI or Component. If you still have no picture, try the other inputs.
  3. If you do not have a cable box make sure your TV is cable mode.
  4. Reboot the power to your cable box by unplugged the power cord from back of the unit.

Internet

Are your other services effected?

If you have multiple Chesapeake Bay Communications services such as television or phone, check to see if they are also having issues.

Has there been a power outage?

If you have been having issues with power at your location it is very possible that your equipment can be hung in the reboot process.

Note: When power is fully restored it is recommended to attempt a rebooting sequence of your modem, router and computer. 

Digital Phone

Do you have a dial tone?

A dial tone would indicate that the Digital Phone device (ATA, Arris Telephone Modem or IP Phone) being used is functioning. A reboot may be required to restore services fully.

Note: All Arris telephone modems contain a backup battery. That will need to be removed to reboot the modem completely.

Are your other services effected?

If you have multiple Chesapeake Bay Communications services such as television or internet, check to see if you are also having issues with those service. Your phone service is powered through the internet, so if the internet service is down the telephone service would also be effected.

Has there been a power outage?

If you have been having issues with power at your location it is very possible that your equipment can be hung in the reboot process.

Note: When power is fully restored it is recommended to attempt a rebooting sequence of your modem, router and computer. 

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