Troubleshoot your Business TV service

Updated 4/10/2017 6:46:56 PM by Comcast Expert
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General tips

  • Some TV boxes offer the ability to modify settings such as the display output type, output volume, etc.

  • The user manual for each Comcast TV box can be found here.

  • If your service includes HD service, connect your HDTV and HD TV box with HDMI or component cabling.

  • If your service doesn't include HD service, you will not receive HD channels even if you have an HD TV box or an HDTV. Call us at 1-800-391-3000 to upgrade your service to HD.

  • Always verify that your devices and connections are configured correctly and securely installed.

 

If there is no picture or no sound (includes black/blue screen and snow)


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  • Check that the TV box is on.

  • Confirm that the television is set to the correct input.

  • Verify that you subscribe to the channel you're trying to watch.

  • Confirm you are tuned to an HD channel.

  • Double check all connections and make sure you're using HDMI or component cables.

  • See if you are able to view other HD channels.

  • Try unplugging your TV box and TV from the power for 30 seconds and then plug them back in. Wait 2 to 3 minutes for the TV box to load before powering on the TV and TV box.

  • If none of these suggestions help, call us at 1-800-391-3000.

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If there is sound, but no picture on HD channels

  • Verify that you subscribe to the channel you are trying to watch.

  • Double check all connections between the TV and TV box, and make sure you are using HDMI or component cables.

  • Check that you have the correct input in your HDTV for your connection type.

  • If none of these suggestions help, call us at 1-800-391-3000.

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If there is no guide on HD channels

  • Make sure you set the output on the TV box to match the display capability of your television (480i or 480p for standard definition; 720p, 1080i, or 1080p for HD).

  • Confirm you are using HDMI or component cables.

  • Check that you have set the correct input on your TV for your connection type.

  • If none of these suggestions help, call us at 1-800-391-3000.

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If there is tiling/pixelation/freezing or "One Moment Please" message displays


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  • Double check that all connections are secure and tight, especially the coax cable going to the TV box from the wall outlet.

  • Reseat the coax cable by unscrewing and reconnecting the cable at both ends. Check the cable for any damage. A loose or damaged cable can cause picture quality issues.

  • If that doesn't help, call us at 1-800-391-3000.

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If there are vertical black bars on HD channels

  • This is because the program was not produced in HD. This is often seen on older television programs.

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If the picture is clear but the colors are wrong


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  • Make sure your YPbPr configuration is right: Y to Y, Pb to Pb, and Pr to Pr (component cables).

  • See if the RCA style cables and jacks have become loose.

  • Check the color adjustments on the TV. (For instructions, refer to your owner's manual or the TV manufacturer.)

  • If none of these suggestions help, call us at 1-800-391-3000.

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If you can view HD channels, but not in HD quality

  • Visit the programmer's website to confirm the program you're watching is broadcast in HD.

  • Check that the TV box is on.

  • Confirm you're tuned to an HD channel.

  • Double-check all connections and make sure you're using HDMI or component cables.

  • See if you're able to view other HD channels.

  • If none of these suggestions help, call us at 1-800-391-3000.

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If the screen is only partially displayed on an HD channel

  • Visit the programmer's website to confirm the program you're watching is broadcast in HD. Not all programs are broadcast in true HD.

  • Check display settings of the television to ensure that it is set to display in HD format (ensure the aspect ratio is set properly).

  • If that doesn't help, call us at 1-800-391-3000.

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If the picture doesn't fill the screen

Refer to your owner's manual or the TV manufacturer for instructions to change your TV settings.

If you can't get specific instructions, follow these general instructions:

  1. Press either the Menu or Settings button on the remote control that came with your TV.

  2. Select the menu item called Video Format, Aspect Ratio, Display, or something similar.

  3. Select the various options (may include Widescreen, Wide, Zoom, Squeeze, or Stretch) until the picture fills the screen.

Note: Setting a standard definition channel to fill the screen will cause HD channels to expand beyond the screen edges.

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If there is no audio, but the picture displays normally

  • Check cabling to ensure that connections are tight and connected to the proper outlet.

  • If connected to a home theater or stereo system, ensure the receiver is in the correct mode for the input coming from the TV box. Check that all connections are tight and correctly routed.

  • Verify the TV or audio system is not muted by pressing the mute button on the remote for that device.

  • For a DTA (Digital Transport Adapter), press the LANG button.

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White dashes across the top of the screen

  • Some TVs with HDMI connections do not or cannot overscan (fill the screen). By using a component input to the TV instead of HDMI, the problem will likely go away as overscanning does happen with most component connections.

  • If the TV does have an overscan option (refer to the manual) set the overscan option of the television to 'On' when watching an SD source from the HDTV. It will slightly alter the amount of picture scaling and should not degrade the picture. Setting overscan to 'Off' will only improve picture quality when watching a Full HD (1080) source, but can also be the source of the white dashes.

  • If neither solution solves the problem, contact the manufacturer of the television set for further assistance.

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