This message indicates that the channel is currently unavailable.

One Channel - Channel up or down to view other channels. If the other channels are viewable, please contact us.

All Channels - Unplug your digital receiver from power for 15 seconds, then reconnect the digital receiver and allow it to reboot. This may take up to 5 minutes.

If you require further assistance contact us at 1-888-438-2427.

  1. Login and verify active service through your My Account
  2. Verify power to all TV/receivers
  3. Verify TV is on channel 3 or 4
  4. Verify TV is on correct source (Video 1, HDMI, etc...)
  5. If you have an amplifier, verify power
  6. If you have receivers, power cycle all main/secondary receivers
  7. If you have other equipment (DVD, VCR etc...) power them off

If these steps do not fix your problem, contact us at 1-888-438-2427.

Please try these steps to receive sound from your TV:

  1. Verify Sound is not muted
  2. Press "Volume Up" on your TV
  3. Make sure Secondary Audio (SAP) is turned off
  4. If the TV has a headphone jack verify there are no headphones plugged in
  5. Motorola receiver - Set receiver is set to "Optimal Stereo"
  6. MOXI receiver - Check Audio Output in Settings menu for correct set up
  7. Scientific Atlanta (SA) with HDMI - Verify HDMI is selected in Audio Digital Out settings
  8. Verify correct output is set on the stereo or surround sound
  9. Check for any loose or damaged connectors
  10. Power Cycle all Main/Secondary receivers

If you have any further questions please contact us at 1-888-438-2427.

  1. Verify TV is on channel 3 or 4
  2. Verify TV is on correct source (Video 1, HDMI, etc...)
  3. Check coax cable at the wall, TV and receiver for loose or damaged connectors
  4. If you have receivers, power cycle all main/secondary receivers

If these steps do not fix your problem, contact us at 1-888-438-2427.

Only DVR's and High Definition DVR's have the ability to pause and rewind Live TV.

If you have a DVR or HD DVR and cannot pause or rewind live TV:

  1. Check to see how much free space is available on the memory of the hard drive
  2. You may need to delete some of your recordings to free up memory

To check memory on your DVR:

  1. In the DVR recording List press A to open the saved shows options
  2. Use up or down to highlight "View Disk Info"
  3. Press "Select" or "OK". The saved shows information will display space in use

If you have further questions contact us at 1-888-438-2427.

Try these troubleshooting steps to resolve the issue:

  1. Reestablish the HDCP link:
    • Disconnect the HDMI cable from the TV and receiver
    • Reconnect the HDMI cable from the TV and receiver
    • Power off your receiver
    • Power off your TV
    • Leave the receiver and TV off for 15 seconds
    • Power on the TV and wait 15 seconds
    • Power the receiver back on
  2. If you have your component cables, remove the HDMI cable and connect using component cables

If the error message continues or you are using component cables and would prefer to use a HDMI connection contact us at 1-888-438-2427.

If you are prompted to enter a Parental Pin after power cycling the receiver and no Parental Pin has been previously established, try to enter either:

  • 0000 or
  • 1111 or
  • 1234

One of these may be the default PIN, depending on your area and receiver type.

If these steps do not fix your issue contact us at 1-888-438-2427.

If your TV is showing a Fuzzy screen try these troubleshooting steps:

  1. Login and verify active service through your My Account
  2. Verify TV is on channel 3 or 4
  3. If your TV/VCR has a fine tuning adjustment try to fine tune the TV/VCR
  4. If your TV has a sharpness adjustment try to adjust the sharpness
  5. If you have receivers, power cycle all main/secondary receivers by unplugging them for 15 seconds then plugging them back in

If these steps do not fix your problem, contact us at 1-888-438-2427.

The Bypass Light is a feature on some Scientific Atlanta receivers which allows you to use a VCR with our receiver.

If you see the bypass light lit on the receiver you can push the power button on the receiver or the remote to switch out of Bypass Mode.

You can also push the Standby Button to resume service.

On your TV:

  1. Press the "CC" button on the TV remote control
  2. Go into the TV menu and turn caption feature ON/ OFF

Please consult your TV's User Manual along with your TV remote.

Motorola Receiver:

  1. Power ON your television and power OFF the receiver
  2. Press the Menu button to view the On Screen Display
  3. Press the Up and Down buttons to reach the setting you wish to change
  4. Press the Directional buttons (Up, Down, Left, Right) to select an option for that setting
  5. To exit the settings use the Up and Down buttons
  6. Press the Power or Menu button to exit the display and save your settings

Scientific Atlanta receiver:

  1. Press the Menu button twice to access the Quick Settings menu
  2. Use the Up and Down arrow to highlight the Display Closed Captions option
  3. Use the Left or Right arrow to set the option to Yes or No
  4. Press C to Exit and return to program viewing

MOXI receiver:

  1. Go to the Settings category on the Guide menu
  2. Select "Closed Captioning" and press OK
  3. Use the arrow keys to Enable/Disable Closed Captioning

If you have any further questions, contact us at 1-888-438-2427.

There are several reasons that your TV may say "Explorer set top is not Authorized".

  1. Login to your My Account at Charter.com/myaccount and verify active services
  2. Make sure equipment is hooked up correctly
  3. Check for any loose or damaged connectors
  4. Reset (Power cycle) your equipment by unplugging it for 15 seconds then plugging it back in

If these steps do not fix your problem, contact us at 1-888-438-2427.

  1. Login and verify active service through your My Account
  2. Verify power to TV's and receivers
  3. Verify the TV is set to the correct input (HDMI, Video 1, etc...)
  4. If you have other equipment (DVD, VCR, etc...) make sure they are powered off
  5. Verify the output channel is on 3 or 4 (depending on your area)
  6. Verify all cabling (HDMI, Composite, etc...) are securely fitted in your devices
  7. Try adjusting the brightness on the TV
  8. If you have receivers, power cycle all main/secondary receivers by unplugging them for 15 seconds then plugging them back in
  9. Try connecting receiver(s) with different types of cabling (HDMI, Composite etc...)
  10. Consult your TV manual to determine the problem is not with the TV settings

If these steps do not fix your problem, contact us at 1-888-438-2427.

Scientific Atlanta (SA) & Motorola receivers:

  1. Unplug the power cord from the back of the receiver
  2. Wait 15 seconds
  3. Plug the power cord back in

MOXI receivers:

  1. Press and hold the Reset/Power button located at the bottom right corner of the receiver

To turn off a receiver with a universal remote:

  1. Press the button labeled "CBL" to select your receiver
  2. Press the red "Power" button
  1. Press the OK and MENU buttons on the MOXI Box for 5 seconds
  2. The on screen diagnostics menu will appear
  3. Scroll down to 08 (Actions and Triggers) and press OK
  4. Scroll down to 83 (List of Various Triggers) and press OK
  5. Scroll to "Trigger Program Info Update" and press OK

This will force a new download and update of all program information.

You should see the following message if successful: Trigger has started Program Info Update.

If these steps do not fix your problem, contact us at 1-888-438-2427.

  1. Login and verify active service through your My Account
  2. Verify TV is on channel 3 or 4
  3. Check coax cable at the wall, TV and receiver for loose or damaged connectors
  4. If you have other equipment (DVD, VCR etc...) power them off
  5. If you have receivers, power cycle all main/secondary receivers

Note: Can take 2 hours to download after power cycle.

If these steps do not fix your problem, contact us at 1-888-438-2427.

Follow the steps below to troubleshoot your Charter TV in Digital connection.

  1. Login and verify active service through your My Account
  2. Verify power to all TV/receivers
  3. Verify TV is on channel 3 or 4
  4. Verify TV is on correct source (Video 1, HDMI, etc...)
  5. Try adjusting brightness, contrast, and vertical hold
  6. Check for any loose or damaged connectors
  7. Power cycle all main/secondary receivers

If these steps do not fix your problem, contact us at 1-888-438-2427.

Single program time slot:

There may have been no guide data available from the networks.

Multiple program time slots:

A recent guide upgrade could have taken place or there may have been a power interruption to the digital receiver. The guide should fully update by itself. Note:The receiver can take up to 2 hours to fully update guide information.

If it has been over 2 hours, power cycle your receivers by unplugging them for 15 seconds, then plugging them back in and wait for the guide to update.

If you have further questions contact us at 1-888-438-2427.

For descriptions on specific Motorola and Scientific Atlanta (SA) error codes visit Charter.com and search using keywords "Box Error Codes".

If you have further questions contact us at 1-888-438-2427.

Some advertisers intentionally increase the volume of their commercials to get the viewers attention.

Some televisions have a built-in audio equalizer, sometimes known as smart sound that can moderate the sound so that commercials that often project at full volume are kept at the same level as television programming.

Refer to your TV owners manual to determine if your TV set has this feature.

Note: If you are using a Charter Receiver on your TV the built in audio equalizer may not work.

To record programming to your VCR:

  1. If using a receiver ensure receiver is hooked up between wall and VCR
  2. Set the VCR to correct output channel (3 or 4)
  3. Set the timer function as normal

Note: You will only be able to record the channel the receiver is set to.