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TV Troubleshooting - Picture

FAQ’s to solve your TV picture-related concerns quickly.
 
  • Check other TV's in your home.  If it is happening on more than one TV, contact us by calling 1-888-345-1111 or click the online chat button on the right for instant help.
  • If only one of your TVs is affected:
    • Check and tighten any loose cables on the digital receiver and TV
    • Ensure the TV (not the digitial receiver) is on either channel 3 or 4. To do this with your Eastlink remote, Press the TV button and then channel up or down until your reach channel 3 or 4 (whichever shows picture and sound). Or you could use the remote that came with your television.
  • If you are not using a standard coax cable between your digital receiver and your TV, be sure to set your TV to the correct input (for example HDMI). To do this with your Eastlink remote, press the TV button and then press the Video Source or Video Input button until you've reached the input that corresponds to the type of cable with which you have connected your digital receiver to your television.
    • Composite cables usually correspond to "AV1" or "AV2"
    • Component cables usually correspond to "Component"
    • S-Video cables usually correspond to "S-VIDEO" or "AV1/AV2"
    • DVI cables usually correspond to "DVI" or "HDMI"
    • HDMI cables always correspond to "HDMI1", "HDMI2", "HDMI3", etc.

Need further assistance?  Please contact us by calling 1-888-345-1111 or click the online chat button for help.

  • Unplug your digital receiver’s power cord from the wall.
  • Check and tighten any loose cables on the digital receiver and TV
  • Plug the receiver’s power cord back in, turn it on and try the channel again.
  • If the digital receiver was moved to another spot in your home recently, move it back to the original spot where it was installed.

Need further assistance?  Please contact us by calling 1-888-345-1111 or click the online chat button for help.

  • Make sure closed captioning is off or disabled in the Settings/Menu of your television.  Consult your TV owner’s manual for help.
  • If you still see the black box, check the Closed Caption setting on the digital receiver by doing the following:
    • Turn off your digital receiver, but leave your television on.
    • Within two to three seconds of turning off the receiver, press the Menu button on your digital receiver or remote control.  The Menu screen (white with black text) should appear on your TV screen. If the Menu screen does not come up on your TV within a few seconds, repeat steps 1 and 2.
    • Press the down arrow button on your digital receiver or remote control until you get to Closed Caption
    • Press the right arrow button on your digital receiver or remote control to change Closed Caption to Disabled.
    • Press the Power button to exit the Menu
    • Press the Power button again to turn the digital receiver on

Need further assistance?  Please contact us by calling 1-888-345-1111 or click the online chat button for help.

  • Turn off your digital receiver, but leave your TV on.
  • Within two to three seconds of turning off the receiver, press the Menu button on your digital receiver or remote control.  The Menu screen (white with black text) should appear on your TV screen. If the Menu screen does not come up on your TV within a few seconds, repeat steps 1 and 2.
  • Once the menu screen (white with black text) appears on your TV, press the down arrow button on your remote control until you get to 4:3 Override
  • Select either 480i or 480p
  • Press the Power button to exit the menu
  • Press the Power button again to turn the Digital Receiver on

Please Note: A broadcaster (for example CTV, NBC, Showcase, etc.) may include black bars on either side of a wide screen broadcast. Because this is part of the broadcast, changing the override won’t remove the black bars.

To confirm this, wait for a commercial or look for a graphic such as a network logo.  If the commercial fills most of the screen and the network logo appears below the picture, you can get around this by using the zoom in/zoom out feature of your TV.

Need further assistance?  Please contact us by calling 1-888-345-1111 or click the online chat button for help.