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Frequently Asked Cable Questions

Why does my tv screen say “No Signal”?

I just bought a new tv and it will not pick up any of my cable channels?

I just bought a new tv and it is only getting up to channel 13?

I just bought a new tv and now the remote with my HD (or Digital) package from the EPB doesn’t work?

I had the EPB come out and install the HD package a month ago, now I want to watch a DVD and I get nothing on the screen?

Why does the EPB “Black Out” some of my cable channels?

Why are my HD/Digital channels “tiling” or they go completely black?

What is the I-Guide and how do I use it?

I have the EPB Digital package, when I tune to one of the channels in the 500 range, I get audio but no video?

How do I use the DVR with the EPB HD package?

Why does my tv screen say “No Signal”?
Know your inputs! This is one of the most common and critical areas of newer televisions, especially flat screens. There are multiple “inputs” on a tv that you purchase today to allow you to connect multiple devices such as the EPB HD/Digital set-top box, DVD players, Blu-Ray players, gaming systems, etc. Once you have verified that the HD/Digital box is turned on, and yes it happens from time to time that a customer will get their tv on, but not the box. If the box is not on then it is not sending a video signal to the tv, therefore you get a message of “No Signal” appearing on the screen. So to do this either push the power button on the HD/Digital Box or take the remote and push the “CBL” button and then push the “Power” button. Now that you know the power is on to the HD/Digital box, if you still have no picture, you’ll need to toggle through the “inputs”. Today’s tvs have an RF input, usually referred to as Cable. They will have multiple HDMI inputs, usually labeled HDMI1, HDMI2, HDMI3, etc. And they will have several video inputs and are labeled differently among the different brands of tvs, but will usually be called, video 1, or comp 1 or a/v1, etc. The EPBs HD set top box is usually hooked up on HDMI1. However if a customer already has something connected to HDMI1 our Customer Service Technicians will connect it to another HDMI input or a Component input. They will also tell you which input they have connected the box to. It would be a good idea to jot that info down somewhere. To access your tvs input menu, you will need to push “TV” on the remote from the EPB and then on the “Video Source” button at the bottom left area of the remote. This will let you toggle through the different inputs until you find which one has the video signal coming from the HD box. You will need to pause on each input for a few seconds to allow the video signal to show up. If you have the Digital package, your set-top box will most likely be connected via the RF input and the tv will need to be on Ch. 3. It is possible that the box can be connected to a composite video input, usually labeled A/V or Video 1.

I just bought a new tv and it will not pick up any of my cable channels?
Customers who have the EPB’s Basic cable package will need to connect the coax cable to the RF input of their new tv. Then power it up and most new tvs will walk you through the setup process. Most RF inputs allow you to choose either CABLE or ANTENNA. We have seen these also labeled as CATV and AIR. You will select CABLE or CATV and then you will need to do a channel scan from the menu of your tv. This scan can take as long as 30 minutes depending upon the tv. Once it is finished, you will be able to tune to any of the channels in the Basic package.

I just bought a new tv and it is only getting up to channel 13?
This issue goes along with the question above. When you run a channel scan, you need to first make sure that the tv is set for CABLE or CATV and NOT for ANTENNA or AIR. If it set on Antenna or Air and a channel scan if ran, it will only pickup the VHF channels which stop at Ch. 13.

I just bought a new tv and now the remote with my HD (or Digital) package from the EPB doesn’t work?
When the EPB Customer Service Technicians came out and installed your HD or Digital package, they also programmed the remote to operate your tv. If you purchase a new tv after that and it is a different brand then the remote will need to be reprogrammed. Sometimes even if you purchase the same brand tv it will require a different code and need to be reprogrammed. You can call our office at 651-8341 and we can walk you through the steps in a matter of minutes or you can go to this link: http://www.universalremote.com/resources/pdfs/OCE-0081A_UR5U-9000L&UR5U-9020L_Rev11_120612.pdf

I had the EPB come out and install the HD package a month ago, now I want to watch a DVD and I get nothing on the screen?
This goes along with the first question on this page. Know your inputs! When the EPB Customer Service Technicians came out and installed your HD or Digital package, if you had a DVD or Blu-Ray player connected to the tv at that time then it should still be on the same input. But you watch your cable through a different input. A DVD player can be connected to either composite or component inputs. A Blu-Ray player can be connected to either component or HDMI inputs. You will need to power up the DVD or Blu-Ray player, then take the remote from the EPB and push the “TV” button once and then look for the “Video Source” button at the bottom left area of the remote. When you push the “Video Source” button, this will begin toggling through your inputs, pausing on each one for a few seconds until you find the DVD/Blu-Ray signal. When you’re finished watching the DVD/Blu-Ray, you will need to switch back to the input that your HD or Digital box is connected to in order to watch your cable.

Why does the EPB “Black Out” some of my cable channels?
We are located in what is known as the Bowling Green DMA or “market”. Because of this the broadcast tv stations located in Bowling Green have priority over those located outside of the Bowling Green DMA. The stations in Bowling Green are WKBO and WNKY. WBKO provides broadcast programming for ABC, FOX & CW. WNKY provides broadcast programming for NBC & CBS. Both also provide local content programming as well as syndicated programming. The FCC states that a station within their own DMA has exclusive rights for the affiliate programming. This means WBKO-ABC programming is the only ABC programming to be shown on our cable system. So when WBKO is airing ABC programming, we are to “black out” that same programming on WHAS, and the same goes for FOX programming on WDRB. We do not “black out” any local & syndicated programming from WHAS & WDRB.

Why are my HD/Digital channels “tiling” or they go completely black?
If you are viewing a channel or has several channels that the picture is breaking up and the audio dropping in and out or you have a black screen that says “One Moment Please” it could be a problem with the cable signal whether it be inside the house or outside. Please contact our office so that we can troubleshoot this further with you.

What is the I-Guide and how do I use it?
The I-Guide is offered with our Gateway, Digital or HD packages. It is an interactive listings of the programming content of your cable. It has so many more features than just staring blankly at Ch. 36 the TV Guide channel, waiting to find out what is on or what is coming on. You can search for programming either alphabetically or by category. Unlike the TV Guide channel that only shows what is coming on up to an hour in advance, you can look several days ahead on the Digital set-tops and up to two weeks ahead on the HD set-tops. You can set programs to record if you have the HD-DVR package. You can add parental controls to block certain channels or content. You can also customize the look of your I-Guide with different color schemes and screen positions.

I have the EPB Digital package, when I tune to one of the channels in the 500 range, I get audio but no video?
The channels in the 500 range are the HD tier. Even though you can tune your Digital package set-top to one of the channels in the HD tier and get the audio, the set-top is not capable of decoding the HD signal, so you only get audio with no video. If you have an HDTV and want to see what you’re missing, stop by our office at 100 Mallory Dr. and one our Customer Service Representatives will be glad to give you a demo of the HD package.

How do I use the DVR with the EPB HD package?
The DVR is a digital video recorder that allows you to record programming to the hard drive and then watch it whenever you want. You can set a recording from the I-Guide simply by going to the guide, find the program you want on the channel and at the time it is on and press the red “REC” button on your remote. It will place a red dot beside the programming and record it once it airs. You can also set up weekly, daily, Mon-Fri recordings of your most watched programming. You can access what is recorded on your DVR by pressing green “LIST” button at any time. Once you’re finished watching a recording you can delete it or keep it to watch again later.

If you have any questions about any products that are not covered on this site, feel free to contact us by phone at 651-8341. Business customers may contact our Key Accounts Representative, Amy Hall, at 659-3517.


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