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Poor Picture Quality (Pixilating or Freezing Channels)

Published 09/20/2016 10:11 AM   |    Updated 09/28/2016 11:00 AM

CHECK THE SET-TOP BOX

  1. First, check your set-top box (STB) to ensure that all cords going from the STB to the wireless router are secure.
  2. If all of the cords are secure, try rebooting your STB by unplugging each cord/cable and plugging it back in the same location. Start with the power cord first—unplug it both from the STB and the power outlet. It could take up to five minutes for the STB to power up completely.
  3. Now, check the status lights on the front of the STB.
    Visible status lights on your STB indicate it has power and connectivity.
    If you don't see any lights on the front of the device, confirm the outlet has power by plugging in a lamp or other device. If you've confirmed that the outlet has power but there are still no lights on the front of your STB, please call us at 1-855-Get100x (438-1009) because it's possible that the device needs to be replaced.
  4. If you see the status lights, check the Residential Gateway next.

CHECK THE RESIDENTIAL GATEWAY

Every C Spire Fiber customer has a Residential Gateway (RG). The RG brings the C Spire Fiber network and connectivity into your home. It will probably be located with your home's other communication equipment – likely in a utility room or closet – and mounted on the wall.

  1. Ensure that all cables going into the RG are secure.
  2. If all of the cables are secure, next, reboot the device by unplugging each cord/cable and plugging it back in the same location. Start with the power cord – unplug it both from the RG and the power outlet. It could take up to five minutes for the RG to power up completely.
    The back of the Residential Gateway.
  3. Now, check the status lights on the front of the RG. From left to right, you'll see the following status lights: Power, Data Uplink, Internet Connection, Phone Line Connection and WLAN. Confirm that the Power and Internet Connection lights are illuminated.
    The lights of your Residential Gateway should look like this.
  4. If the Internet Connection status light (third from the left) isn't illuminated and you've confirmed that all cables and cords are securely positioned, please call us at 1-855-Get100x (438-1009) for assistance and we will schedule a service call at your convenience.

STILL EXPERIENCING A PROBLEM?

If, after rebooting your STB and RG, you're still having picture quality issues, please call us at 1-855-Get100x (438-1009) and we'll schedule a service call at your convenience.

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