How can I troubleshoot my Spectrum Enterprise TV service?

If multiple TVs with a set-back box have no service, please contact Spectrum Enterprise Technical Support. Click here for contact information.

If a single TV with a set-back box has no service, follow the steps below:

Confirm power to both the TV and the box are on and lights are active.
Unplug the cable box for 30 seconds and reconnect power.
Check to ensure the connection of coax or Ethernet cable from wall to the box is secured properly and that there aren't any loose or damaged connections.
Check that the TV is on the correct input for the video feed.

If missing a channel or several channels:

Issues with your remote control:

Make sure there is nothing between the remote and the IR remote sensor that would block the signal.

For a single TV connected without a set-back box, follow the steps below:

Confirm power to TV and connections to wall. Connection will either be with a coax cable or Ethernet connection depending on the service.
Unplug TV power for 30 seconds and reconnect.
Reprogram or run a channel scan on TVs that use Fiber Connect Plus or Pro:Idiom TV services.
Confirm if all channels are affected or only certain channels.
Confirm no other TVs nearby are affected. Multiple TVs with no service will require support from Spectrum Enterprise Technical Support teams.
Check batteries in remote control or try using the buttons on the TV.
For Fiber Connect Plus, confirm there is no issue with the systems integrator involved.

If your students, guests or patients are experiencing an issue, please ask that they complete the following steps:

Confirm they are using the correct network by doing a Google search on "What is my IP" to validate they are using the public IP address that Spectrum Enterprise was told to authorize. Apps may not launch and/or some channels may not be accessible if other networks are used.
Delete and reinstall the app.
Confirm that they have not accidentally downloaded our residential streaming app.

For additional information on streaming, please see the following resources:

SpectrumU

If your students use their university credentials to sign on to SpectrumU, go to our Welcome page to get started (spectrum.com/GetStarted).
If your students use their university credentials to sign on to SpectrumU and you subscribe to Cloud DVR (cDVR), go to our WelcomU page (spectrum.com/WelcomU).
If your students do not use their university credentials to sign on to SpectrumU, go to our Welcome page (spectrum.com/WelcomeKit)

Healthcare

Hospitality

Reference guides for configuring video delivery with internet service not provided by Spectrum Enterprise: