DVR Troubleshooting

Why doesn’t the set-top box respond when I press the keys on my remote?

If power is on, make sure your remote is in the Cable mode. Press the CABLE button on the remote.

If the power goes out, do I need to reset my Parental Controls and Purchase PINs, Favorites and Reminders?

No. These features will not be lost if the terminal loses its power. However, the guide information will need to reload into the box.

Nothing happens when the MENU button is pushed, but I can change the channel up and down.

If the set-top box was just installed, it takes approximately 5-15 minutes for guide information to be downloaded. If after 5-15 minutes nothing happens, unplug the box, plug it back in and wait another 5-15 minutes. If the guide still does not appear, call Wave Broadband at 1-866-WAVE-123 (1-866-928-3123).

I can’t see the edges of the guide screens.

Select the Adjust Screen Position option from the Setup screen. Press the buttons until the arrows on the screen are centered. If image is centered and still cut off, check your TV’s user manual.

The guide has locked up. Neither the buttons on the remote, nor the buttons on the set-top box itself work.

Try unplugging the set-top box and then plugging it back in. This will reset the terminal and allow for data to be downloaded. It will take some time for the information to appear. If there is still a problem after the information has appeared, call Wave Broadband at 1-866-WAVE-123 (1-866-928-3123).

I have no video, a snowy picture or I cannot tune to any of the digital channels.

Make sure that all of the cable connections are secure and that the TV is tuned to the correct input or channel (3 or 4) if connecting through VCR or DVD recorder. Also, make sure you are actually controlling the set-top box (press the CABLE button on the remote).

Why won’t my remote control respond when I press a button?

Go through this quick checklist to determine the problem:

    1. Press the CABLE button on the remote to make sure it is in Cable mode. Try using the remote again.
    2. If the remote is still not functioning correctly, press the CHANGE button on the front of the set-top box. If the channel changes, there is a problem with the remote control. The batteries or the remote control itself may need to be replaced.
    3. Unplug the set-top box and plug it back in. 4. Call Wave Broadband at 1-866-WAVE-123 (1-866-928-3123).

There are no listings in the guide, or the words “To Be Announced” appear in the listings screens.

This can happen if there has been a power failure or if the set-top box was unplugged. Make sure everything is plugged in and running. Wait 5-15 minutes for the channels and program data to load.

I have a message on my screen that says “This feature is currently being restored”. What does this mean?

This screen appears if you try to access a feature that is not available because the set-top box has not received all the necessary data. This most commonly happens following a power loss.

I have a message on the screen that says “This channel should be available shortly”. What does this mean?

This screen will appear when you tune to a channel that is currently not available. If the channel is not available after 15-30 minutes, call Wave Broadband at 1-866- WAVE-123 (1-866-928-3123).

What do I do if I am stuck in a screen or menu I do not understand and want to get out?

You can always press the EXIT button on the remote to immediately return to watching TV. You can also press the LAST button to back up one screen at a time.

What happens to my DVR recordings if my digital cable box temporarily loses power?

All recordings that were saved prior to the power loss are preserved, as well as future recording schedules. You miss only the recordings in progress while the power was out.


Note: If you experience continued problems with your cable box, remote control or interactive program guide, please contact Wave Broadband Technical Support 24 hours a day at 1-866-WAVE-123 (1-866-928-3123), or visit