Troubleshooting & Support

Troubleshooting & Support | Internet Security | Email Settings

Cable Services -

Telephone
Television
Broadband

WiMax Services -

Telephone
Broadband

Connect Services -

Telephone
Broadband

Cable Telephone

For no dial tones and crackling lines -

Remove any extensions and try directly into your main socket.
Try a second handset to ensure that the fault does not relate to the handset you are using.

If no improvement or you have a different fault to the one mentioned above, please call our friendly Customer Service team on (01983) 242424 or 150 on a cable phone.

Please be aware, if the fault relates to your phone handset or damaged cabling, the call out charge will be chargeable as follows#:

Residential fault in standard working hours* - £40

Residential fault out of standard working hours* - £60

Business fault in standard working hours* - £60

Business fault out of standard working hours* - £100

O.A.P's (Over 65) Standard cost £25

# = These prices are for standard tech visit. If further work is required, then this will be priced according to the size of the job and you will be made aware of the charge before any work is commenced

* = Standard working hours are as follows:

Monday - Friday 8am - 5.30pm

Cable Television

Please select the type of Set Top Box that is currently in use. (The name will be displayed on the front of the box.)

Kaon Box (Small silver box with card showing at front)

Force Box (Small Silver box with blue/red light on the front)

Galaxis Box (Large black box)

Kaon Box

TV has no sound with a picture, or no picture with sound-

Please check all connections are securely in. This will include all leads coming out of the TV and Set top box
Please check the sound settings on both your TV and Set top box

Freezing or pixilating pictures-

Please press the P.STD button on the KAON handset a few times. You will see on the screen, the various options flickering through the the TV. You will need to make sure that you are on ‘PAL'. If your TV is on one of the other options, this can cause pixilation and freezing.

Channel showing no access-

Press the Exit button, quickly followed by the 1 button. This will take you back to BBC1. This will normally occur when you are trying to access a channel you are not subscribed to.
Please take the card out of the front of the box and give the gold chip a wipe. (return the card back the same way - Gold chip in first facing down). Re-boot the STB by turning it off at the mains and turning it back on again. If there is no improvement, press the Menu button, then select Manual Search. Make sure that the frequency is on 170000 and that Network is ON. Then go to OK and a channel search will start. Follow the search to the end and then go back to the TV channel (Using the Exit button and pressing 1 on cable remote).

If there is no improvement or you have a different fault to the one mentioned above, please call our friendly Customer Service team on (01983)242424 or 150 on a cable phone.

Please be aware, if the fault relates to user error or a fault with your own equipment, the call out charge will be chargeable as follows#:

Residential fault in standard working hours* - £40

Residential fault out of standard working hours* - £60

Business fault in standard working hours* - £60

Business fault out of standard working hours* - £100

O.A.P's - (Over 65) Standard cost £25

* = Standard working hours are as follows:

Monday - Friday 8am - 5.30pm

Force Box

No sound with a picture or no picture with sound, or a blue flashing light -

Please check all leads into the back of your TV and Set top box are secure. Please ensure for sound issues that your volume control is up on your TV and Set top box.

Channels showing no access -

Please take the card out of the front of the box and give the gold chip a wipe. (Return the card back the same way - Gold chip in first facing down). Re-boot the STB by turning it off at the mains and turning it back on again. If no improvement, please press Menu, then Select Settings, Channel Search, Advanced Search, and Network Search.

On this screen, make sure that the frequency is set at 170000. Press OK and the channel search will start. Follow the instructions to the end and then return to the TV channel (Using the exit button)

If there is no improvement or you have a different fault to the one mentioned above, please call our friendly Customer Service team on (01983) 242424 or 150 on a cable phone.

Please be aware, if the fault relates to user error or a fault with your own equipment, the call out charge will be chargeable as follows#:

Residential fault in standard working hours* - £40

Residential fault out of standard working hours* - £60

Business fault in standard working hours* - £60

Business fault out of standard working hours* - £100

O.A.P's (Over 65) Standard cost £25

* = Standard working hours are as follows:

Monday - Friday 8am - 5.30pm

Galaxis Box

If you are using this type of box, we recommend that you contact our Customer Service team. This Version of set top box has now been replaced with a newer box.

If you have no service at all, please plug your aerial feed directly into the back of your TV and perform a TV re-tune. This will give you 8 free to air channels until you have a tech visit.

Cable Broadband

Please check that you have four lights showing (Power,receive, send and online). If one or more of these lights is not showing, then you will need to check connections and re-boot the modem (turn it off at the mains and turn it back on again)

If these lights are showing, but PC activity is not flashing, then please check the cable between the PC and Modem. This shows the Modem is online but problem relates either with connections or with your equipment.

If you have a router, please reboot this and the PC and try again, if still no luck, take the Router out and connect directly to the PC. At this stage, it will show you whether the fault lies with your PC or Router.

If you cannot connect directly, we would recommend you moving your PC. If you request one of our engineers to attend, but the fault lies with your equipment(router, pc or wiring) the visit will be chargeable as follows#:

Residential fault in standard working hours* - £40

Residential fault out of standard working hours* - £60

Business fault in standard working hours* - £60

Business fault out of standard working hours* - £100

O.A.P's (Over 65) Standard cost £25

# = These prices are for standard tech visit. If furtherwork is required, then this will be priced according to the size of the job and you will be made aware of the charge before any work is commenced

* = Standard working hours are as follows:

Monday - Friday 8am - 5.30pm

WiMax Telephone

If you are experiencing poor sound quality or no dial tone on your phone, please check the line with a second handset and check directly into the main point connected (take out any extensions).

Please try re-booting your box by turning it off at the mains.

If no improvement or you have a different fault to the one mentioned above, please call our friendly Customer Service team on (01983)242424.

Please be aware, if the fault relates to user error or a fault with your own equipment, the call out charge will be chargeable as follows#:

Residential fault in standard working hours* - £40

Residential fault out of standard working hours* - £60

Business fault in standard working hours* - £60

Business fault out of standard working hours* - £100

O.A.P's (Over 65) Standard cost £25

# = These prices are for standard tech visit. If furtherwork is required, then this will be priced according to the size of the job andyou will be made aware of the charge before any work is commenced

* = Standard working hours are as follows:

Monday - Friday 8am - 5.30pm

WiMax Broadband

If you are experiencing a broadband problem, please try the following:

Re-booting your box and PC by turning it off at the mains.
Check all connections between box and PC

If no improvement or you have a different fault to the onementioned above, please call our friendly Customer Service team on (01983) 242424.

Please be aware, if the fault relates to user error or afault with your own equipment, the call out charge will be chargeable asfollows#:

Residential fault in standard working hours* - £40

Residential fault out of standard working hours* - £60

Business fault in standard working hours* - £60

Business fault out of standard working hours* - £100

O.A.P's (Over 65) Standard cost £25

# = These prices are for standard tech visit. If furtherwork is required, then this will be priced according to the size of the job andyou will be made aware of the charge before any work is commenced

* = Standard working hours are as follows:

Monday - Friday 8am - 5.30pm

Connect Telephone (through a BT Line)

If you are experiencing crackling or no dial tone on your phone, please check the line with a second handset and check directly into the main point connected (take out any extensions).

If there is no improvement or you have a different fault to the one mentioned above, please call our friendly Customer Service team on (01983)242424.