How can I troubleshoot my cable TV issues?

If you experience some issues on your cable TV, such as the ones listed below, you can do the succeeding troubleshooting processes.

If you experience some issues on your cable TV, such as the ones listed below, you can do the succeeding troubleshooting processes.

No Signal Issue

  1. Check if the front panel of the STB box LED is okay and turned on.
  2. If there’s no light, go to the troubleshooting process for NO POWER ON YOUR STB.
  3. If upon checking, the STB box is okay, double check if your coaxial cable is securely in place.
  4. Then, check the cable modem connection and the 2nd TV connection.
  5. Ensure that the “high pass filter” must be connected to the splitter going to the RF IN port.
  6. You should also check out if the coaxial cable is damaged. If it is, contact us for the appropriate repair service.
  7. After all these steps, check “manual search” to test the signal input.

Configuration of Frequency Settings

  1. This portion is applicable only to EAC100-150700xxxx STB model, with a silver remote control.
  2. Press “menu.”
  3. Go to “installation” and select “DVBC Installation.”
  4. Choose “NIT search.”
  5. Set up the frequency to 711 MHz, symbol rate to 5056 Kbps, and QAM to 64-QAM.

Seeing the Logo Display Only

This issue means that there is a corrupted firmware. What you need to do is to unplug the power supply connector from the power supply port for at least 10 seconds. Then, re-plug it.

A prompt that says “Please Insert Smart Card”

  1. Gently remove the smart card from the STB card reader.
  2. Try to clean the gold-plated chip on the smart card with a clean dry cloth, or preferably an eraser. Make sure to not use any chemical substance.
  3. Re-insert the smart card in the reader.
  4. Detach the power supply port on the STB and plug it again to see if the error message will recur.
  5. If yes, immediately contact our team for technical service.

No Programs

This may mean that signals are weak at the moment. What you can do for the meantime is go to “manual search.”

No Video Appearing on Your Screen

  1. First, check if it is connected to the power supply.
  2. Then, check if the LED light in the front panel of the STB is on.
  3. Check out the video source used. Is it HDMI or AV cable?
  4. After identifying which source is being used, check if it is properly and securely connected between the TV and the STB. Remember, if HDMI is in use, which among the ports are connected to the TV (HDMI1, HDMI2, HDMI3)? If AV cable is in use, which AV cable port is connected (AV1 input, AV2 input)? Make sure to also identify this.
  5. Once identified, check if such video source is the one used on the TV. If not, make sure to select the appropriate input where the cable port is connected.
  6. For test purposes, try to transfer to the other input ports on the STB. Use both the HDMI and AV cable and select the video source on TV to check which among them are working.

No Power on the STB

  1. Check if it is connected to the power supply.
  2. Then, check if the LED light in the front panel is on.
  3. If the STB still has no sign of power, maybe you need to check the power source (if the STB is plugged in, and/or the outlet is working).
  4. Once you’ve ensured the above and there’s still no power, your STB needs to be checked.

You are Not Subscribed to a Program

  1. If your account is updated and the STB shows such message, get your smart card number and coordinate with our technical support engineer for the activation of the customer account.
  2. In case the above does not resolve such issue, you can check if your coaxial cable is securely in place, and if there are bends or damages. If there is, contact our team for the necessary service repair.
  3. Then, unplug the power supply connector from the source for at least 10 seconds, and re-plug it afterwards.

Unknown Text Format on the Center Screen

  1. Check the LED light on the front panel of the STB.
  2. If there’s none, this means the STB needs to be replaced. Immediately contact our team.

Modem Card is Not a Match

  1. Check your smart card number.
  2. If you have 2 STBs, it needs activation. Call our technical support for the activation of your account.

Getting Your Smart Card Information

This information is contained on your smart card (the 8 digits to the left of the last digit in the card. However, you can also obtain the information via your TV.

  1. On the remote control, press “menu.”
  2. A graphical user interface (GUI) will appear on the screen. Go to the setup icon.
  3. On the setup menu, go to “conditional access” then, “smart card information.”
  4. Look for the smart card private number. It consists of 8 digits.
  5. Once you get the information, press “exit” on your remote control.

Configuration of Main Frequency Set

  1. On the remote control, press “menu.”
  2. A graphical user interface (GUI) will appear on the screen. Go to the setup icon.
  3. On the setup menu, go to “installation” then, “main frequency set.”
  4. Enter 0000 as pin.
  5. Set the start frequency to 711, symbol rate to 5056, and QAM to 64-QAM.
  6. Finally, press OK to save the settings.