iGuide Troubleshooting

• 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 TV's is affected and if you are using a standard coax connection between your receiver and TV:
  • 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.

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

• 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:
  • To access and turn closed captioning on/off: From the setup menu, select Closed Captioning Setup and do the following:
  • Closed Captioning: OFF (deactivates CC) and ON (activates CC)
  • Background: OFF (turns off background display) and ON (turns on background display)
• If you have a Maestro receiver, then you can turn Closed Caption ON and OFF when you are in program information (flip bar). The closed caption options are part of the menu and can be toggled on and off.

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

• 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 the volume on your TV is not muted or too low.

Make sure the volume on your digital receiver is not muted or too low.

If your digital receiver is connected to your home theatre system, ensure that it is set to the appropriate input and the volume is not muted or too low.

Unplug the power cord of your digital receiver and plug it back in, turn the receiver on and check the sound again.

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

Locate the Audio Settings of your TV. (Usually through the TV Menu or Setup)
Change the Audio Setting to either Stereo or Mono
Change the SAP (Secondary Audio Programming) setting to Disabled or Off
Consult your TV owner manual for more information

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

Both your TV and the Eastlink digital receiver have Closed Caption settings.

First, check the Closed Caption setting of your TV Menu/Settings. Consult your TV owner's manual for more information.

For the digital receiver, to enable/disable closed captioning on High Definition channels:
Turn off your digital receiver, but leave your television on.
Within two to three seconds, of turning the digital receiver off, press the Menu button on your 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 remote control until you get to Closed Caption
Press the right or left arrow button on the remote control to change Closed Caption to Enabled.
Press the Power button to exit the menu
Press the Power button again to turn the digital receiver back on

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

The first thing you should do is check to see if the recording has been deleted from the DVR.
If you can see it in the list of recordings on the DVR, try playing it again.
If it still does not play, turn off your digital receiver and unplug the power cord for 10-15 seconds. Then plug it back in and turn it on. Wait 2 or 3 minutes for it to reconnect to the Whole Home network and then try playing the recording again.
At this point, if the error message still shows up, contact us by calling 1-888-345-1111 or click the online chat button for instant help.

This usually occurs when you try to delete something that is currently being watched. Check the other receivers in your home to see if any of them are viewing the recording. Once the recording is no longer being viewed, you should be able to delete it from the DVR.

If the problem persists, contact us by calling 1-888-345-1111 or click the online chat button for instant help.

This message occurs when the receiver has lost its connection to your Whole Home Network. These interruptions are rare and usually brief. Pressing exit to close the error and trying again is usually all you need to do.

If the problem persists, contact us by calling 1-888-345-1111 or click the online chat button for instant help.

This is harmless and can be ignored. Simply press Exit on your remote control to close the message and proceed with your viewing as normal.

Exit out of the Recordings List screen and go back in again. Sometimes this is all it takes to restore the full list.

If that doesn’t work, go to your DVR and check the Recordings List on it. Is it empty on the DVR as well? If so, the good news is that DVR’s cannot erase their own hard drive. The bad news is that someone in your home has deleted all the recordings recently.

However, if the Recordings List is full on the DVR, you should turn off all your other receivers and unplug their power cables for 10-15 seconds. Then plug them back in again, turn them on, and wait 2 to 3 minutes for each one to re-establish its connection to the Whole Home network. Then try to access the Recordings List again.

If it still shows empty, contact us by calling 1-888-345-1111 or click the online chat button for instant help.

This can be corrected by exiting out of the recording and playing it again.

This occurs when the receiver loses its network connection to the DVR mid-playback of a recording. Within a few moments, the receiver should change to the last channel you were watching before you began the recording.

If it does not, unplug the power cord from the back of the receiver for 10-15 seconds and then plug it back in again. Wait 2 to 3 minutes for the receiver to re-establish its connection to the Whole Home network and then resume your viewing as normal.

If the receiver is still locked up or frozen after this, please contact us by calling 1-888-345-1111 or click the online chat button for instant help.

Turn off the receiver and then unplug the power cord from the back of it for 10-15 seconds and then plug it back in again. Wait 2 to 3 minutes for the receiver to re-establish its connection to the Whole Home network and then check your menu.

If the DVR button is still missing, please contact us by calling 1-888-345-1111 or click the online chat button for instant help.

If it still does not play, unplug the power cord from the back of the receiver for 10-15 seconds and then plug it back in again. Wait 2 to 3 minutes for the receiver to re-establish its connection to the Whole Home network and then try playing the recording again.

If it still does not play, please contact us by calling 1-888-345-1111 or click the online chat button for instant help.

Check the channel that the program was recorded from. Is the problem occurring on the channel as well?

If yes, please contact us by calling 1-888-345-1111 or click the online chat button for instant help.

If the problem is only occurring on your recording, exit out of the recording and try playing it again. This will often resolve the problem.

If this does not solve the problem, unplug the power cord from the back of the receiver for 10-15 seconds and then plug it back in again. Wait 2 to 3 minutes for the receiver to re-establish its connection to the Whole Home network and then try playing the recording again.

If this does not solve the problem, please contact us by calling 1-888-345-1111 or click the online chat button for instant help.