Customer Support
Troubleshooting
Troubleshooting
Orbitel Communications has trained technical service representatives available to help with any cable related technical problem you may have. Call 800-998-8084 to reach our Tech Support Department 24 hours a day, 7 days a week!
To better serve you, we have included the following checklist of common issues that may also help you in identifying and solving technical problems!
Speed Tests:
Internet
Not Able to Connect
If you are not able to connect to the internet, try the following:
- Reset your cable modem. Unplug the power cord from the modem. Wait 30 seconds. Plug the modem back in and wait for the lights to go steady.
- Power-cycle the router. If you are not using a router, skip to step 3.
- Unplug the power cord from the router. Wait 20 seconds. Plug the router in.
- Reboot your PC.
The Receive light on my modem is blinking.
The receive light on your modem should be steady and indicates the downstream signal has been confirmed. If the receive light is blinking it indicates a problem.
- Check all the cables and make sure they are secure.
- Unplug the power cord from the modem, wait 30 seconds, then plug it back in.
- Wait for the power, send, receive, and online lights to go steady. If the receive light continues to blink, contact Technical Support.
The Send light on my modem is blinking.
The send light on your modem should be steady and indicates the up-stream signal has been confirmed. If the send light is blinking it indicates a problem.
- Check all the cables connected to the modem and ensure they are secure.
- Unplug the power cord from the modem, wait 30 seconds, then plug it back in.
- Wait for the power, send, receive and online light to go steady.
- If the send light continues to blink, please see Technical Support.
The Standby light is on.
The standby light indicates the modem’s activity status and is located on top of the modem.
On - The modem has no activity and no internet access.
Off - The modem will be operating normally.
Television
No Audio
If all channels are without audio, press the mute button on the remote control or press the volume plus (+) button. If your television has internal/external speakers, make sure the switch is on external. If only one channel is without audio, turn from that channel and then turn back. If that does not work, try unplugging the converter for 30 seconds.
Colored Screens
The television set is on the wrong input. Switch to the cable input using the television set's remote control.
Black Box in the Middle of the Screen
This is a closed caption function. Using the TV’s remote control or the buttons on the front of the TV, navigate through the TV’s menu to the closed caption settings. Cycle through ALL closed caption settings until off or disable appears.
Tinted Picture
This may be a problem with the television set. It could also be due to the red, green or blue component cables coming loose on the back of the TV and/or converter box. Check that all cables are pushed in tight.
Channels Won't Change
Replace batteries in remote control. If the batteries are charged and the remote is working, turn the converter off for 30 seconds, and then on again.
No DVR Service
Turn the DVR off for 30 seconds, and back on again.
Digital Phone
No lights on the Digital Phone Modem
Make sure the power cord is plugged in.
No Dial Tone
Check all the connections on the digital phone modem including the power cord, coax cable and phone line. Check the phone line and make sure it is plugged into the correct phone jack on the digital phone modem. Reset the Digital phone modem by pressing and holding the reset button in for 30 seconds.
All of my phone calls are going to voicemail
Check to make sure the Do Not Disturb feature is not active. Dial *78 to activate the Do Not Disturb feature, *79 to deactivate.