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Whole Home DVR Troubleshooting

Troubleshoot your Whole Home DVR-related problems with these handy FAQ’s.
 
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  • 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.
  • Exit out of the recording and try playing it again.
  • 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.
Need further assistance?  Please contact us by calling 1-888-345-1111 or click the online chat button for instant help.