Cable TV Troubleshooting Tips & FAQs
FAQs
What is the difference between a digital set-top box and a digital adapter?
A digital adapter (also known as a DTA), simply converts a digital signal to analog for use on analog TVs. A digital set-top box provides digital-quality signals as well as access to Video On Demand, 7-Day On-screen Program Guide, parental controls, high definition and access to Advanced Package channels and premium channels.
How much will digital set-top boxes and digital adapters cost?
Each ATMC cable TV customer with the Basic cable package receives one digital adapter
at no cost. Each additional digital adapter is
$1.50 per month. ATMC cable TV customers with the Expanded Basic cable package or
an Advanced Package receive one standard digital set-top box at no charge.
What are the monthly prices for each additional box?
Standard Digital set-top box - $3.95, Digital Adapter - $1.50, HD Digital box - $6.95, HD DVR box - $10.95 with an Advanced Package or $15.95 with Basic or Expanded Basic Service.
What if I want to install the boxes myself?
Self-installation is no problem at all. Visit either the ATMC Headquarters on Whiteville Rd. in Shallotte or ATMC in Sunset Beach, behind the Food Lion shopping center to pick up your digital boxes and/or adapters. Installation is quick and easy and instructions will be provided.
What if I need help installing my equipment?
Call 755-1920 (Monday – Friday, 8:00am – 5:00pm). If you need to schedule an installation appointment, call Customer Service at 754-4311 (Monday – Friday, 8:00am – 6:00pm).
Will I get access to Parental Controls on the digital adapter?
Digital adapters have a more limited functionality and therefore do not have a built-in parental control function. Parental Control options are available with standard digital set-top boxes, DVRs and HD boxes.
What is a DVR?
A DVR is a Digital Video Recorder that allows you to pause, rewind, replay and record live TV. You can record an entire season of your favorite show and watch it later. Plus, you can record one show while watching another or record two live shows while watching a saved program. A DVR is an optional box which is available with the Bronze, Gold or Platinum packages for $10.95 or with the Expanded Basic package for $15.95.
What is Video On Demand?
ATMC's newest service, Video On Demand provides a library of thousands of movies and free shows ready to watch when you are. Video On Demand also includes new hit movies available to rent for $3.99 each. Simply tune to Channel 1 or press the VOD or OnDemand button, and use your remote to order.
How do I know if I have Video On Demand (VOD)?
If you have a standard digital box, a DVR or an HD box, then you have VOD. Simply tune to channel 1 or press the VOD or the OnDemand button on your remote control. You will not receive VOD with a digital adapter.
Troubleshooting Tips
- Television has a snowy picture, blue screen, or says “no signal” or “unusable signal”:
- Television screen displays cable channel but says “temporarily off air”
- Remote control doesn’t control volume or power but will change channels
- When using the ATLAS remote (black universal remote), my TV comes on but quickly goes back off.
Television has a snowy picture, blue screen, or says “no signal” or “unusable signal”:
First ensure cable box is on by verifying power light is illuminated. If using the Motorola Digital Adapter, DCH70 Digital Box or DCH100 Digital Box, TV should be set to channel 4. However, the digital adapter can also use channel 3 dependent upon switch position on the rear of the box. In some cases the DCH70 and DCH100 boxes may have been installed using AV type cables instead of coax cables. In this case, your TV would need to be set to video/AV input. For DVR/HD applications: TV will need to be set to the correct video input or HDMI input. This can be accomplished by pressing the source, video, or input buttons on your factory TV remote - NOT THE CABLE REMOTE. If unsure of which input/source is being used, select each input and allow at least 5 seconds before trying the next. This gives the TV time to recognize the cable signal.
Television screen displays cable channel but says “temporarily off air”
Verify coax cable feeding box is attached properly to the ‘cable in’ located on the left rear of the cable box. Next reboot box by unplugging and plugging in the power cord. Allow at least 20 minutes for the box to reload, then turn box back on and try changing the channel.
Remote control doesn’t control volume or power but will change channels
Remote needs to be programmed to TV. First check the back of the remote and see if it has a quick set-up label. If so, follow directions to fix problem. If you still need help, select the ‘user guide’ for your remote control type in the “Remote Controls” section of the Cable Support webpage.
When using the ATLAS remote (black universal remote), my TV comes on but quickly goes back off.
Television and cable box may be “out of sync” (meaning the TV may be on but the box is off resulting in no picture). The ATLAS remote has a unique master power function which allows 1 button operation of both the cable box and TV power. If the CBL then POWER button is pressed, the remote will power the cable box on first, then the TV in a back to back sequence. However if the POWER button is pressed but then aimed away from the TV quickly, the remote doesn’t get a chance to turn the TV on because it is not aimed at it when the TV button is activated. This causes the “out of sync” condition. This can also happen if the cable box is located too far from the TV. You may try splitting the distance between the TV and the cable box when turning the power on if you think this may be your scenario. To put everything back in sync, press the CBL button then the POWER button until the cable box light is on. Then press the TV button followed by the POWER button. Once the TV is on you may press CBL once more to put the remote back in cable mode.
I am not able to record on my VCR now that I have a digital cable device.
This is just a matter of selecting the proper channel on your VCR. If you normally view our cable service on channel 4, then this will also be the proper channel to tune your VCR to when setting up a recording. DO NOT tune your VCR to the cable channel that your program is on. Only channel 4 will be used (Channel 3 is an option with the digital adapter only). Remember, when the VCR is on, the TV must be set to whatever VCR output is selected. Most of the time this is channel 3 unless changed in the menu of the VCR.
Closed caption is on
- Standard digital box: The closed caption function is always active with our standard digital box. Therefore it must be turned off in your television’s menu settings. This must be done using your TV’s remote control.
- DVR: This feature can be turned on or off in the DVR MENU in the LANGUAGE/CLOSED CAPTION settings.
- HD only box: This feature can be turned on or off in the CLOSED CAPTION settings.
DVR wont record, pause or blacks out when trying to watch a recorded show
From time to time it may be necessary to reboot your DVR much like having to restart your computer when it doesn’t respond properly to commands. You can reboot your DVR by unplugging the power and plugging it back in. Rebooting can also be done by simply pressing and holding the power button on the front of the DVR until the clock goes out, then release it. Note that your DVR must already be on before pressing the power button. Your DVR has a hard drive just like a computer. Rebooting simply puts things back in their proper place the same as it does when restarting your PC.
Some high definition channels do not fill the entire screen – picture has sidebars
Not every high definition channel broadcasts in HD 24 hours a day. Many times commercials or even shows on an HD channel will still have standard definition content. In these instances, you will see a ‘letterbox’ which changes the aspect ratio for non-HD programming. When HD programming returns, the ‘letterbox’ will disappear.
FAQs
What is the difference between a digital set-top box and a digital adapter?
A digital adapter (also known as a DTA), simply converts a digital signal to analog for use on analog TVs. A digital set-top box provides digital-quality signals as well as access to Video On Demand, 7-Day On-screen Program Guide, parental controls, high definition and access to Advanced Package channels and premium channels.How much will digital set-top boxes and digital adapters cost?
Each ATMC cable TV customer with the Basic cable package receives one digital adapter at no cost. Each additional digital adapter is $1.50 per month. ATMC cable TV customers with the Expanded Basic cable package or an Advanced Package receive one standard digital set-top box at no charge.What are the monthly prices for each additional box?
Standard Digital set-top box - $3.95, Digital Adapter - $1.50, HD Digital box - $6.95, HD DVR box - $10.95 with an Advanced Package or $15.95 with Basic or Expanded Basic Service.What if I want to install the boxes myself?
Self-installation is no problem at all. Visit either the ATMC Headquarters on Whiteville Rd. in Shallotte or ATMC in Sunset Beach, behind the Food Lion shopping center to pick up your digital boxes and/or adapters. Installation is quick and easy and instructions will be provided.What if I need help installing my equipment?
Call 755-1920 (Monday – Friday, 8:00am – 5:00pm). If you need to schedule an installation appointment, call Customer Service at 754-4311 (Monday – Friday, 8:00am – 6:00pm).Will I get access to Parental Controls on the digital adapter?
Digital adapters have a more limited functionality and therefore do not have a built-in parental control function. Parental Control options are available with standard digital set-top boxes, DVRs and HD boxes.What is a DVR?
A DVR is a Digital Video Recorder that allows you to pause, rewind, replay and record live TV. You can record an entire season of your favorite show and watch it later. Plus, you can record one show while watching another or record two live shows while watching a saved program. A DVR is an optional box which is available with the Bronze, Gold or Platinum packages for $10.95 or with the Expanded Basic package for $15.95.What is Video On Demand?
ATMC's newest service, Video On Demand provides a library of thousands of movies and free shows ready to watch when you are. Video On Demand also includes new hit movies available to rent for $3.99 each. Simply tune to Channel 1 or press the VOD or OnDemand button, and use your remote to order.How do I know if I have Video On Demand (VOD)?
If you have a standard digital box, a DVR or an HD box, then you have VOD. Simply tune to channel 1 or press the VOD or the OnDemand button on your remote control. You will not receive VOD with a digital adapter.Troubleshooting Tips
- Television has a snowy picture, blue screen, or says “no signal” or “unusable signal”:
- Television screen displays cable channel but says “temporarily off air”
- Remote control doesn’t control volume or power but will change channels
- When using the ATLAS remote (black universal remote), my TV comes on but quickly goes back off.
Television has a snowy picture, blue screen, or says “no signal” or “unusable signal”:
First ensure cable box is on by verifying power light is illuminated. If using the Motorola Digital Adapter, DCH70 Digital Box or DCH100 Digital Box, TV should be set to channel 4. However, the digital adapter can also use channel 3 dependent upon switch position on the rear of the box. In some cases the DCH70 and DCH100 boxes may have been installed using AV type cables instead of coax cables. In this case, your TV would need to be set to video/AV input. For DVR/HD applications: TV will need to be set to the correct video input or HDMI input. This can be accomplished by pressing the source, video, or input buttons on your factory TV remote - NOT THE CABLE REMOTE. If unsure of which input/source is being used, select each input and allow at least 5 seconds before trying the next. This gives the TV time to recognize the cable signal.Television screen displays cable channel but says “temporarily off air”
Verify coax cable feeding box is attached properly to the ‘cable in’ located on the left rear of the cable box. Next reboot box by unplugging and plugging in the power cord. Allow at least 20 minutes for the box to reload, then turn box back on and try changing the channel.Remote control doesn’t control volume or power but will change channels
Remote needs to be programmed to TV. First check the back of the remote and see if it has a quick set-up label. If so, follow directions to fix problem. If you still need help, select the ‘user guide’ for your remote control type in the “Remote Controls” section of the Cable Support webpage.When using the ATLAS remote (black universal remote), my TV comes on but quickly goes back off.
Television and cable box may be “out of sync” (meaning the TV may be on but the box is off resulting in no picture). The ATLAS remote has a unique master power function which allows 1 button operation of both the cable box and TV power. If the CBL then POWER button is pressed, the remote will power the cable box on first, then the TV in a back to back sequence. However if the POWER button is pressed but then aimed away from the TV quickly, the remote doesn’t get a chance to turn the TV on because it is not aimed at it when the TV button is activated. This causes the “out of sync” condition. This can also happen if the cable box is located too far from the TV. You may try splitting the distance between the TV and the cable box when turning the power on if you think this may be your scenario. To put everything back in sync, press the CBL button then the POWER button until the cable box light is on. Then press the TV button followed by the POWER button. Once the TV is on you may press CBL once more to put the remote back in cable mode.I am not able to record on my VCR now that I have a digital cable device.
This is just a matter of selecting the proper channel on your VCR. If you normally view our cable service on channel 4, then this will also be the proper channel to tune your VCR to when setting up a recording. DO NOT tune your VCR to the cable channel that your program is on. Only channel 4 will be used (Channel 3 is an option with the digital adapter only). Remember, when the VCR is on, the TV must be set to whatever VCR output is selected. Most of the time this is channel 3 unless changed in the menu of the VCR.Closed caption is on
- Standard digital box: The closed caption function is always active with our standard digital box. Therefore it must be turned off in your television’s menu settings. This must be done using your TV’s remote control.
- DVR: This feature can be turned on or off in the DVR MENU in the LANGUAGE/CLOSED CAPTION settings.
- HD only box: This feature can be turned on or off in the CLOSED CAPTION settings.
DVR wont record, pause or blacks out when trying to watch a recorded show
From time to time it may be necessary to reboot your DVR much like having to restart your computer when it doesn’t respond properly to commands. You can reboot your DVR by unplugging the power and plugging it back in. Rebooting can also be done by simply pressing and holding the power button on the front of the DVR until the clock goes out, then release it. Note that your DVR must already be on before pressing the power button. Your DVR has a hard drive just like a computer. Rebooting simply puts things back in their proper place the same as it does when restarting your PC.Some high definition channels do not fill the entire screen – picture has sidebars
Not every high definition channel broadcasts in HD 24 hours a day. Many times commercials or even shows on an HD channel will still have standard definition content. In these instances, you will see a ‘letterbox’ which changes the aspect ratio for non-HD programming. When HD programming returns, the ‘letterbox’ will disappear.
