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Troubleshooting your TV Service

Here are some common tips and tricks to get you back to watching binge-worthy entertainment.

Don’t have a wired TV receiver? See the Wireless 4K Contour Stream Player section instead.

Troubleshooting Your TV Service

If you have wired TV service, check the below to match your troubleshooting issue. If the problem still persists, please visit Cox Support for additional assistance.

Common Error Messages
  • I'm getting a "No Signal" (Source Not Found, Weak Signal) message.

    If your Cox Remote does not have a voice function, press the 'TV' button and then press the 'INPUT' button to change the TV’s input selection.

    If you have a Cox Voice Remote, press the ‘TV Input’ button to check/change your TV’s input selection.

  • I’m getting a "Temporarily Off Air" message.

    This may be a signal issue. Check all the connections from the receiver to the wall to make sure they're tightly secured. In the back of the receiver, the cable wire should be secured in the "Cable In" or "RF In" spot.

  • The Interactive Program Guide (IPG) has no data or descriptions.

    Check the back of the receiver and make sure that the cable wire is secured in the "Cable In" or "RF In" spot. Next, unplug the power cord from the back of the receiver. Wait approximately for 15-30 seconds before plugging the power cord back into the same slot. The receiver should begin restoring the data again. Please note that it should take about 5 minutes to complete. View this helpful video.

NOTE: While the Guide is downloading the information, you can operate the remote but the Guide will be unavailable during the processing time.
Checking for Loose Connections
  • Finger-tighten all cables coming from the wall, receiver, splitter, TV and other devices.
  • Inspect the cables and make sure none are damaged. If a cable is damaged, contact Cox Support to schedule a service appointment.
  • View this video about connecting your Cox receiver to your TV using component cables.
Checking Your TV Settings for Correct Input
  • Press the ‘INPUT’ button (may be labeled TV/VIDEO, SOURCE, or Antenna) on the TV or the remote control that came with the TV. Select the option for the TV on the menu displayed on the screen. It may be labeled Cable TV, CATV, CAB, Input 1, Video 1, Antenna1, AV1, HDMI, DVI or another name (check your television's user manual).
  • The label describes the type of connection from the digital receiver to the TV (such as cable, AV, HDMI, DVI or component)
  • You can also go through each labeled option one at a time and return to live TV to see if the option restored the picture.
Resetting Your Receiver
  • Disconnect the power to the receiver by either unplugging the power cord from the outlet or from the back of the receiver. Wait 15-30 seconds.
  • Reconnect the power to the digital receiver by either plugging the power cord back into the wall outlet or into the back of the digital receiver.
  • Wait about five minutes for the digital receiver to reset. When the clock on your digital receiver activates, the reset is complete.

Troubleshooting Your Wireless 4K Contour Stream Player

If your TV service is wireless, check the below to match your troubleshooting issue. If the problem still persists, please visit Cox Support for additional assistance.

Common Error Messages
  • I'm getting a "No Signal" (Source Not Found, Weak Signal) message.

    Press the ‘TV Input’ button on your Voice Remote and ensure that the correct TV Input for your Contour Stream Player is selected. If you are on the correct input, press the ‘Contour’ button on the Voice Remote and check the Wifi meter towards the bottom right of the menu screen. If the meter is showing weak or no signal strength, you may need to move your Contour Stream player closer to the Panoramic Wifi gateway..

  • I’m getting a "Temporarily Off Air" message.

    This may be a signal issue. Check the connection from the Contour Stream Player to the wall to make sure it’s tightly secured. Ensure that the cable and power cords are tightly connected to the Panoramic Wifi gateway.

    Ensure that the gateway is displaying a solid white light on the top of the gateway and that Internet service is active.

  • The Interactive Program Guide (IPG) has no data or descriptions.

    Unplug the Contour Stream Player's power cord from the wall. Wait approximately 15-30 seconds before plugging the power cord back into the wall. The Contour Stream player should restore data about 5 minutes after the reboot is completed.

NOTE: While the Guide is downloading the information, you can operate the remote but the Guide will be unavailable during the processing time.
Checking for Loose Connections
  • Ensure that all cables between the wall and TV, as well as the Contour Stream Player, are secured, including the HDMI cable between the Contour Stream player and the TV. Lastly, ensure that the cables between the wall and the Panoramic Wifi gateway are finger tight.
  • Inspect the cables and make sure none are damaged. If a cable is damaged, please contact Cox Support to schedule a service appointment.
Checking Your TV Settings for Correct Input
  • Press the "input" or "source" button on your TV remote until you select the HDMI connection that matches the port your HDMI cable is plugged into on your TV.
  • You can also go through each labeled HDMI option one at a time and return to live TV to see if the option restored the picture.
Resetting Your Contour Stream Player
  • Before resetting your Contour Stream Player, make sure to reboot your Panoramic Wifi gateway first. You can reboot the gateway by unplugging the gateway's power cord from the wall. Wait 15-30 seconds, then plug the gateway power cord back into the wall. It can take up to 10 minutes for the gateway to fully reboot. Please wait for the reboot to complete before resetting the Contour Stream player.
  • Once the Panoramic Wifi gateway is back online, disconnect the power to the Contour Stream player by unplugging the Contour Stream Player power cord from the wall.
  • Wait 15-30 seconds and then reconnect the power to the Contour Stream Player by plugging the power cord back into the wall.
  • Wait about 5 minutes for the Contour Stream Player to reset.
Note: Ensure that the Panoramic Wifi gateway and the Contour Stream Player aren’t too far away from each other. The closer the devices are, the better the signal strength is. If you do experience signal issues, move them closer together then press the ‘Contour’ button on the remote to check the signal strength.

See Contour TV service details. See also Contour TV Purchased Content details. Netflix is available in select countries. Streaming membership required. More information at www.netflix.com. See important information in the Residential Customer Service Agreement for full coverage details. See Annual Notice information for related information and your privacy rights as a Cox customer. See also the Annual Customer Notices. See important Cox Digital Telephone Power Outage usage information. For all Cox Communication policies regarding our services and business practices visit www.cox.com/aboutus/policies.html.
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