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While we do everything in our power to deliver the best possible cable television picture to your home, occasionally you may experience a reception problem. In some cases, this may be a problem that you can fix yourself in just a few minutes. GateHouse Networks does not perform repair work on any customer owned equipment (televisions, VCR’s, DVD’s, personal computers, routers, hubs, audio equipment, etc.) Any repairs are the responsibility of the customer. GateHouse Networks reserves the right to charge a fee for a service visit if it is determined that the problem is not related to the network or services provided by GateHouse Networks.
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1. No Picture On All Channels
Are all televisions in the home having the same problem?
a) YES - The problem may be related to equipment or wiring in the home or a system wide cable outage. Check to see if a neighbor is having a problem with their reception or other calls are being received with the same problem. If so, notify GHN for action.
a) NO - If the customer has a digital receiver or VCR attached to the television set make sure all equipment is set to the proper channels (channel 3 or 4) and modes. If necessary, bypass the receiver and VCR to see if the service is working properly. If service is working properly, then isolate the problem between the attached equipment. If the digital receiver is not working then refer the call to GHN for action.
2. No Picture On One Channel
Are all televisions in the home having the same problem?
a) YES - The problem may be related to a system wide cable outage. Notify GHN for action.
b) NO - If the customer has a digital receiver or VCR attached to the television set make sure all equipment is set to the proper channels (channel 3 or 4) and modes. If necessary, bypass the receiver and VCR to see if the service is working properly. If service is working properly, then isolate the problem between the attached equipment. If the digital receiver is not working then refer the call to GHN for action.
3. Normal picture, but no color, wavy lines or buzzing sound?
Are all televisions in the home having the same problem?
a) YES - The problem may be related to a system wide cable problem. Notify GHN for action.
b) NO – Adjust the fine-tuning setting on your TV. Check to make sure television is on channel 3 or 4. Television related issue.
4. Dark picture?
Slowly adjust your TV's brightness and/or contrast control
5. Rolling picture?
Slowly adjust your TV's vertical hold. Television related issue.
6. Picture leans to side?
Try adjusting the "horizontal hold" on your TV. Television related issue.
7. Stations appear on the wrong channel?
If you have a digital receiver and/or VCR connected to your television set, make sure your TV (and VCR) is tuned to the proper channel. Channel 3 or 4.
8. A vertical bar moves through the picture?
Are all televisions in the home having the same problem?
a) YES - The problem may be related to a system wide cable outage. Notify GHN for action.
b) NO – Connect the affected television to an outlet where another television is not experiencing the problem. If the problem still occurs it is a television related issue. If the problem does not occur, there may be a wiring/equipment problem within the home. A site visit may be required.
9. Dark horizontal bars move through the picture?
Are all televisions in the home having the same problem?
a) YES - The problem may be related to a system wide cable outage. Notify GHN for action.
b) NO – Connect the affected television to an outlet where another television is not experiencing the problem. If the problem still occurs it is a television related issue. If the problem does not occur, there may be a wiring/equipment problem within the home. A site visit may be required.
10. Snowy picture and/or hissing sound?
Are all televisions in the home having the same problem?
a) YES - The problem may be related to equipment or wiring in the home or a system wide cable outage. Check to see if a neighbor is having a problem with their reception or other calls are being received with the same problem. If so, notify GHN for action.
b) NO - If the customer has a digital receiver or VCR attached to the television set make sure all equipment is set to the proper channels (channel 3 or 4) and modes. If necessary, bypass the receiver and VCR to see if the service is working properly. If service is working properly, then isolate the problem between the attached equipment. If the digital receiver is not working then refer the call to GHN for action.
11. Can't tune in desired channel?
a) Determine if you are able to tune the channel using the tuning buttons on the digital receiver or VCR. If so, the problem is likely your remote control.
b) Make sure the channel is not restricted by the parental control feature or has not been subscribed to for billing purposes.
c) Verify the television set is tuned to the proper channel (Channel 3 or 4)
d) Refer customer to GHN for action.
12. Digital receiver does not operate properly?
a) Verify the television set is tuned to the proper channel (Channel 3 or 4)
b) Refer customer to GHN for action.
13. Remote doesn't work?
a) Replace the batteries in the hand unit. The batteries may be weak or dead.
b) Check that there are no obstructions between the sensor on the digital receiver and the transmitter on the remote control.
c) Verify that the buttons on the front of the receiver are operational. If so, the remote will need replacement. Contact GHN for a new unit to be mailed to homeowner. Damaged units will be charged a replacement fee.
14. Reception Problems on higher channels?
a) YES - The problem may be related to equipment or wiring in the home or a system wide cable outage. Check to see if a neighbor is having a problem with their reception or other calls are being received with the same problem. If so, notify GHN for action.
b) NO - If the customer has a digital receiver or VCR attached to the television set make sure all equipment is set to the proper channels (channel 3 or 4) and modes. If necessary, bypass the receiver and VCR to see if the service is working properly. If service is working properly, then isolate the problem between the attached equipment. If the digital receiver is not working then refer the call to GHN for action.