Customer Support - Troubleshooting
Cable TV Troubleshooting
Note: Crossan Cable is responsible for providing reliable cable television service to the Network Interface Device (NID) located on the outside of your home or business. If you request a technician to come to your location and the problem is related to your internal wiring or electronic equipment, you will be billed a trip charge.
Problem: Picture is grainy or snowy
- Check all other TV's in the home for the same problem. If all TV's have grainy or snowy picture, contact Customer Service.
- If the problem is occurring on one TV:
- Check all cable connections for secure fit (this includes connections to the wall jack, television, set top box and any other equipment).
- Check the equipment and verify that everything is set to the correct channel. Please refer to your owner's manual for appropriate channel settings for TV, VCR, DVD, etc.
Problem: Audio does not match video
If audio does not match video, check the SAP settings on your equipment and make sure that they are set correctly. Refer to your owner's manual for information on SAP.
Problem: Poor video/audio reception
- Check for loose fittings at wall outlet, TV, VCR, set top box, etc., and tighten if necessary.
- Make sure that the TV is set to Primary Default Channel (Ch. 3 for most TVs).
- Your VCR, DVD or other equipment may be causing interference. Turn off all additional equipment.
If the problem still exists after taking these steps contact Customer Service.
Problem: You are not receiving all of the correct channels
- Check your TV and/or VCR Auto Programming settings.
- Verify that your TV is set to cable as an input.
- If you are not receiving some or all digital channels (83 or higher), turn your set top box off and then turn it back on..
If the problem remains, contact Customer Service.
Problem: Your TV shows a completely blue screen
This is caused by customer equipment (TV, VCR, DVD, etc.). Check the equipment guides for the correct manufacturers settings.
Broadband Troubleshooting
If your cable modem does not perform as expected, the following tips may help.
1. Verify that the plug to your cable modem AC adapter is properly inserted into an electrical outlet.
2. Verify that your cable modem AC adapter is not plugged into an electrical outlet that is controlled by a wall switch. If a wall switch controls the electrical outlet, make sure the switch is in the ON position.
3. Verify that the Power and Status indicators on the front panel of your cable modem are illuminated.
4. Verify that all cables are properly connected, and that you are using the correct cables.
5. Verify that your cable service is active and that it supports two-way service.
6. If you are using the ethernet connection, verify that your TCP/IP is properly installed and configured. Instructions on how to do this, can be found here.
7. If you are using the USB connection, verify
that you have followed the procedure for installing the USB Drivers for Windows 98/SE/ME/2000.
8. Verify that you have called your cable service provider and given them the serial number and MAC address of your cable modem.
9. If you are using a cable signal splitter so that you can connect the cable modem to other devices, remove the splitter and reconnect the cables so that the cable modem is connected directly to the cable input. If your cable modem functions properly connected in this way, the cable signal splitter may be defective and may need to be replaced.
If you are still having problems please choose your cable modem model below for more info:
Terayon TJ715
Scientific Atlanta Webstar EPC2100
Scientific Atlanta Webstar EPC2203
Or you can Report a Fault
VoIP Troubleshooting
This service will be coming soon...
