Top 5 Questions
1. My TV says "no signal" or only displays a blue screen or snow.
2. All my digital channels are saying "one moment please" or " Error s0a00".
3. There is a large black box appearing over the top of the picture.
4. The picture is pixelated.
5. My remote control is not working.

More Frequently Asked Questions
I am only receiving channels 2 through 13.
I don't have any sound.
The program guide does not appear or is without information.
My DVR functions have disappeared.
The audio feed is incorrect and/or a different language.
There are black bars around the picture.
My closed captioning is not working
I am unable to access on demand content.
My digital receiver shows "DL" on the front display.
My digital receiver keeps resetting itself.
My digital receiver is frozen and won’t respond.
My DVR is reporting 100% full when it is not full.
When I try to watch my recordings all I get is a blank screen.
My recordings start over when I try to fast forward / rewind / pause.
There is a red light on my digital receiver, what should I do.
If my DVR is off, will it still capture my scheduled recordings?
I had Multi-Room DVR installed, but I cannot access recordings on other receivers.
I subscribe to the Super Sports Package, where can I find the most up to date information about schedules?
I am unable to order a Pay Per View.
Audio/Video Cables Explained.
Digital Receiver Reference Guides.
Remote Control User Guides.


My TV says "no signal" or only displays a blue screen or snow.

Is the issue affecting more than one TV?

Yes:
Contact Eastlink

No:
Is the TV on the right input or channel?
If it is a coax cable between the digital receiver and the TV, the TV will have to be on either channel 3 or 4.
If it is an RCA, S-Video Component, DVI-D, HDMI or other input cable, the TV will have to be set to use the appropriate input selection.
If still not working call 1-888-345-1111 or click the online chat button for further assistance.

All my digital channels are saying "one moment please" or "Error s0a00", what should I do?

Has the digital receiver’s set-up and/or location recently been changed?

If yes:

Try returning the digital receiver to original installed location and cable outlet, or contact Eastlink for an in-home relocate of services.

If no:

Check for and tighten loose connections on the digital receiver and TV.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

There is a large black box appearing overtop of the picture, what should I do?

Ensure first that closed captioning is off / disabled in the TV settings/menu.  Consult your TV user guide for more information.

If the problem remains check the closed captioning settings on the digital receiver by:

Powering off the Digital Receiver.

Pressing the Menu Button on the Digital Receiver or Remote. (You should now see a menu on screen now, if not: repeat power off, then menu)

Using the Down Arrow Button on the Digital Receiver or Remote, move down to the Closed Caption option.

Press the Right or Left Arrow Button on the Digital Receiver or Remote to change Closed Captioning to Disabled.

Press the Power Button to exit the menu system.

Press the Power Button again to turn the Digital Receiver back on.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

 

The picture is pixelated, what should I do?

Power cycle the digital receiver by unplugging either end of the power cord, reconnect the cord, and retry the channel.

If the problem remains: has the digital receiver’s set-up and/or location recently been changed?

If yes:

Try returning the digital receiver back to the original installed location and cable outlet, or contact Eastlink for an in-home relocate of services.

If no:

Check for and tighten loose connections on the digital receiver and TV.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

 

My remote control is not working, what should I do?

Ensure clear line of sight between the remote control and the digital receiver by removing any potential obstructions and retry the remote.

If the problem remains: Do the buttons on the front of the digital receiver (if available) work?

If yes:

Replace the batteries in the remote and retry the remote.

If no:

Power cycle the digital receiver by unplugging either end of the power cord, reconnect the cord, and retry the remote.

Replace the batteries in the remote and retry the remote.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

 

I am only receiving channels 2 through 13, what should I do?

Look for a button on your TV Remote or a setting in your TV Menu labeled CATV.

The TV must be on CATV mode to receive all subscribed channels.

After ensuring that the TV is set to CATV you may need to run the Auto-program or Channel Search feature.

See your TV user guide for more information.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

 

I don't have any sound, what should I do?

Ensure that the TV volume is not too low or muted.

If Digital TV:

Ensure that the digital receiver’s volume is not too low or muted.

If the digital receiver’s audio output is connected to a home theater receiver, ensure that it is set to the appropriate input source and the volume is not too low or muted.

Power cycle the digital receiver by unplugging either end of the power cord, reconnect the cord, and check for sound.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

 

The program guide does not appear or is without information, what should I do?

To rule out the remote control try the buttons on the front of the digital receiver (if available).

Power cycle the digital receiver by unplugging either end of the power cord, reconnect the cord, and turn the power back on.

Note: It can take up to 10 minutes for the menu and guide to return and start repopulating information.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

 

My DVR functions have disappeared, what should I do?

Power cycle the digital receiver by unplugging either end of the power cord, reconnect the cord, and turn the power back on.

Note: It can take up to 10 minutes for the menu and guide to return and start repopulating information.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

 

The audio feed is incorrect and/or a different language, what should I do?

Secondary Audio Programming (SAP) is a feature that is offered by many channels, such as the Weather Network and CPAC.

Ensure the TV is set to use either Stereo or Mono for the audio.

This can often be located in the TV Menu under audio, on the television itself, or on the remote control.

Consult your TV user guide for more information.

If still not working properly contact us for further assistance.

There are black bars around the picture, what should I do?

This may occur on a Standard TV if the 4:3 OVERRIDE setting is OFF on the High Definition digital receiver. 

To set Standard Definition programming to fill the screen, set 4:3 OVERRIDE to either 480i or 480p.

Ensure that the digital receiver is properly connected and turned on.

Power off the digital receiver and within 2 seconds press menu.

Scroll down using the arrow buttons until you reach 4:3 Override

Select either 480i or 480p

Press power twice to exit the menu and turn the digital receiver back on.

A broadcaster may include black bars on either side of a wide screen broadcast. 

This is called a hybrid aspect ratio and results in a black border surrounding the video on a 4:3 TV. Because this is part of the broadcast, the digital receiver cannot correct the video.

This may occur on a widescreen (16:9) TV if the active video for an SD broadcast is in letterbox format.

To confirm, wait for a commercial or look for a graphic, such as a network logo. 

If the commercial fills the screen from top to bottom, or the graphic appears below the active video, the program is being letterboxed by the broadcaster.

You may be able to minimize this by activating the zoom feature on your TV.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

There are black bars around the picture.

This may occur on a Standard TV if the 4:3 OVERRIDE setting is OFF on the High Definition digital receiver. 

To set Standard Definition programming to fill the screen, set 4:3 OVERRIDE to either 480i or 480p.

Ensure that the digital receiver is properly connected and turned on.

Power off the digital receiver and within 2 seconds press menu.

Scroll down using the arrow buttons until you reach 4:3 Override

Select either 480i or 480p

Press power twice to exit the menu and turn the digital receiver back on.

A broadcaster may include black bars on either side of a wide screen broadcast. 

This is called a hybrid aspect ratio and results in a black border surrounding the video on a 4:3 TV. Because this is part of the broadcast, the digital receiver cannot correct the video.

This may occur on a widescreen (16:9) TV if the active video for an SD broadcast is in letterbox format.

To confirm, wait for a commercial or look for a graphic, such as a network logo. 

If the commercial fills the screen from top to bottom, or the graphic appears below the active video, the program is being letterboxed by the broadcaster.

You may be able to minimize this by activating the zoom feature on your TV.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

 

My closed captioning is not working, what should I do?

Ensure first that closed captioning is on / enabled in the TV settings/menu.  Consult your TV user guide for more information.

These few steps will enable the Closed Captioning on High Definition Channels.

Turn on your TV.

Have your digital receiver plugged in.

Turn the power off on your digital receiver.

Press the menu button on your digital receiver. (A menu screen should now be visible on your TV screen)

Using the down arrow button on the digital receiver move down to the Closed Captioning option.

Press the right arrow button to change Closed Captioning from disabled to enabled.

Now return power to your device by pressing the power button on your digital receiver or remote. (You may have to press this twice).

Closed Captioning should now be visible within a few moments.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

I am unable to access on demand content, what should I do?

Has the digital receiver’s set-up and/or location recently been changed?

If yes:

Try returning the digital receiver back to the original installed location and cable outlet, or contact Eastlink for an in-home relocate of services.

If no:

Check for and tighten loose connections on the digital receiver and TV.

Power cycle the digital receiver by unplugging either end of the power cord, reconnect the cord, and retry the on demand content.

Note: It can take up to 10 minutes for the menu and guide to return and start repopulating information.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

My digital receiver shows "DL" on the front display, what should I do?

The digital receiver is still downloading information/updates to its operating software.

If the twirling cursor to the left of the 'DL' does not change over a period of three to four minutes, unplug the power cord and re-plug it in to restart the software loading process.

Note: Depending on the nature and size of the required updates this can take up to two hours.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

My DVR digital receiver keeps resetting itself, what should I do?

The most common cause of a digital receiver resetting would be overheating.

The temperature information can be accessed by doing the following:

Turn on your TV

Have your digital receiver plugged in

Turn the power off on your digital receiver.

Press the ok/select button on your digital receiver or remote. (A menu screen should now be visible on your TV screen)

Press the down arrow button on the digital receiver or remote and move down to HDD Status.

Press the ok/select button on your digital receiver or remote.

Press the down arrow button on the digital receiver or remote one time.

If Over Temp reports yes and/or the Count is above 0 then the digital receiver has been overheating.

Ensure that there is adequate space for air to escape from the top and sides of the digital receiver.

If still not working properly contact us for further assistance.

My digital receiver is frozen and won’t respond, what should I do?

If you are convinced that the digital receiver is frozen and cannot get it to respond to the front panel buttons or remote control you will need to manually reset the device.

Power cycle the digital receiver by unplugging either end of the power cord, reconnect the cord, and turn the power back on.

Note: It can take up to 10 minutes for the menu and guide to return and start repopulating information.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

My digital receiver is frozen and won’t respond.

The digital receiver is still downloading information/updates to its operating software.

If the twirling cursor to the left of the 'DL' does not change over a period of three to four minutes, unplug the power cord and re-plug it in to restart the software loading process.

Note: Depending on the nature and size of the required updates this can take up to two hours.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

My DVR is reporting 100% full when it is not full, what should I do?

This can occur occasionally due to a small glitch in the iGuide software.

Power cycle the digital receiver by unplugging either end of the power cord, reconnect the cord, and turn the power back on.

Once the menu and guide options re-appear the correct % of used space should be reporting.

Note: It can take up to 10 minutes for the menu and guide to return and start repopulating information.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

When I try to watch my recordings all I get is a blank screen, what should I do?

Ensure subscription to the channel(s) which were recorded by attempting to successfully watch that channel.

Power cycle the digital receiver by unplugging either end of the power cord, reconnect the cord, and turn the power back on.

You can try the recording again by pressing List on the remote control (if available) or wait until the menu and guide options re-appear.

Note: It can take up to 10 minutes for the menu and guide to return and start repopulating information.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

My recordings start over when I try to fast forward / rewind / pause, what should I do?

This can occur when the quality of the broadcast received by us contains fewer key frames than is expected / required by the Digital Receiver.

If this occurs you will not be able to fast forward, pause, or rewind the recorded program.

Note: We continue to work closely with our broadcasters to maintain a sufficient standard video broadcast to reduce/eliminate this occurrence.

For additional support, contact us for assistance.

There is a red light on my digital receiver, what should I do?

When a Digital Receiver is holding a digital message there will be a red light on the LED display.

To Read/Delete the digital message:

On the remote control, press MENU twice.

Go to DIGITAL MESSAGES, press OK.

Choose the digital message, press OK.

This screen displays the message.

At the bottom of the screen, move to the X and press OK to delete the message.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

There is a red light on my digital receiver, what should I do.

When a Digital Receiver is holding a digital message there will be a red light on the LED display.

Read/Delete the digital message:

On the remote control, press MENU twice.

Go to DIGITAL MESSAGES, press OK.

Choose the digital message, press OK.

This screen displays the message.

At the bottom of the screen, move to the X and press OK to delete the message.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

If my DVR is off, will it still capture my scheduled recordings?

The DVR digital receiver will turn itself on at the time of the scheduled recording as long as the power cord is in place and there is access to the power.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

I had Multi-Room DVR installed, but I cannot access recordings on other receivers, what should I do?

Ensure that the recording(s) in question have not been deleted from the DVR.

Power cycle the non-DVR digital receiver(s) by unplugging either end of the power cord, reconnect the cord, and turn the power back on.

You can try the recording again by pressing List on the remote control (if available) or wait until the menu and guide options re-appear.

Note: It can take up to 10 minutes for the menu and guide to return and start repopulating information.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

 

I subscribe to the Super Sports Pak, where can I find the most up to date information about schedules?

The broadcast schedule can be found here.

For additional support, contact us for assistance.

 

I am unable to order a Pay Per View, what should I do?

If you have ordered an HD pay per view title / event but do not subscribe to HD service it will display a black screen and you may only receive audio.

If still not working call 1-888-345-1111 or click the online chat button for further assistance.

 

Reference Guides
Audio / Video Cables
Digital Receiver Reference Guides
Remote Control Reference Guides