How Can We Help You?

Browse or search below to find the information you're looking for.

 
Help Center / Fioptics+ / Picture & Sound

Picture & Sound

In some cases a reboot of your set-top box can resolve the issue.

To reboot simply disconnect the power cord from the back of the box. Wait at least 30 seconds and then reconnect the power. The box should begin to initialize automatically - if it does not, press the POWER button on the set-top box. The box may take 2-3 minutes to fully power on and load the interface on your television. If your set top box doesn’t restart automatically within a few minutes, press the POWER button on the device.

If a reboot doesn't resolve your issue please make a note of any error messages you are receiving and contact Technical Support at 513-565-9890.

See Also
What do I do if my set-top box will not power on?
What do I do if my TV says no signal?

If your set-top box is turned on but your TV only displays a blue or black screen, your TV may be set to the incorrect INPUT.

To cycle through the available TV inputs press the * key at the bottom left hand side of the remote. (see image below)
 
You can also press the INPUT or SOURCE button on the remote or the TV itself.

When you reach the correct input, your TV will display your video service. Be sure to note which input was successful.

See Also
How do I reboot my set-top box?
What do I do if my TV says no signal?

Simply disconnect the power cord from the back of the box. Wait at least 30 seconds and then reconnect the power. The box should begin to initialize automatically - if it does not, press the POWER button on the set-top box. The box may take 2-3 minutes to fully power on and load the interface on your television. If your set top box doesn’t restart automatically within a few minutes, press the POWER button on the device.

See Also
What if I am having picture issues? (Why is my TV's picture distorted?)
What do I do if my TV says no signal?

If the issue is occurring on more than one television: Please make a note of any error messages you are receiving and contact Technical Support (513-565-9890).

If the issue is only occurring on one television: Verify that all cables are tightly connected to the wall outlet, the television, and, if you have one, the set-top box. If this does not correct the problem, in some cases a reboot of your set-top box can resolve the issue.

To manually reboot your set top box, simply disconnect the power cord from the back of the box. Wait at least 30 seconds and then reconnect the power. The box should begin to initialize automatically - if it does not, press the POWER button on the set-top box. The box may take 2-3 minutes to fully power on and load the interface on your television. If your set top box doesn’t restart automatically within a few minutes, press the POWER button on the device.

If the problem persists, check if you experience the same issue when the television is in use with an alternate video source (DVD player, VCR, etc.). If so, the issue resides within your television, and you will need to contact the product's manufacturer for more information.

If you only experience the issue with one TV and with our service, use the information below to correct the problem.

Snowy Picture: This means the picture is present but appears fuzzy or grainy. If your television is connected to an outlet or set-top box with a coaxial cable, verify that the TV is on Channel 3 and the cables are tightly connected.

Blue Screen: If there is a VCR connected between the outlet and the TV, use the VCR remote to set the VCR to Channel 3 or 4. If this does not correct the problem, verify your TV is set to the correct input. Use the TV remote to cycle through all available inputs by pressing the "Input," "Source," or "Video" button.

Wavy, Horizontal, or Zigzag Lines: This problem is usually caused by loose or dirty connections. Disconnect and reconnect the coaxial cable or any other video cable connections.

Small Picture: If this problem only occurs on one channel, then the content is being broadcast in that format and cannot be changed. If it occurs on all channels, it may be a setting on the TV for aspect ratio. Consult your television's manual or its manufacturer.

Pixelated or Tiled Image: This problem can usually be fixed by tightening all cables or by briefly powering down and disconnecting all devices to rest, and then reconnecting and powering back up.

If the problem persists, contact Technical Support (513-565-9890).

NOTE: When you remove the power cable from the set-top box, guide data may be temporarily lost. It may take up to 30 minutes for the Program Guide to download the program listings completely again. Disconnecting the power will not erase scheduled DVR recordings but will interrupt any recordings occurring at that time.

 

See Also
What do I do if my picture on my TV is freezing?
What do I do if my set-top box will not power on?

In some cases when your TV‘s picture is freezing you just need to reboot your set-top box. Simply disconnect the power cord from the back of the box. Wait at least 30 seconds and then reconnect the power. The box should begin to initialize automatically - if it does not, press the POWER button on the set-top box. The box may take 2-3 minutes to fully power on and load the interface on your television. If your set top box doesn’t restart automatically within a few minutes, press the POWER button on the device.

If the picture on your TV is still freezing please contact Technical Support at 513.565.9890.

NOTE: When you remove the power cable from the set-top box, guide data may be temporarily lost. It may take up to 30 minutes for the Program Guide to completely download the program listings. Disconnecting the power will not erase scheduled DVR recordings but will interrupt any recordings occurring at that time.

See Also
What do I do if my picture on my TV is freezing?
How do I change the input on my TV?

Please verify you have it plugged into a working power source and if it is plugged into a power strip make sure the power strip is plugged in. Verify the power cord from the wall to the set-top box is plugged in to the wall and the set-top box. If you need further assistance please call 513-565-9890.

See Also
All of my TV's are not working, what should I do?
What if I have no picture or sound on my set-top box?

First verify that your set-top box is properly connected to your television and wall outlet.
Then check that the set-top box and the television are both powered on. Make sure you press the power button on the actual set-top box and television, instead of using the remote.

If there is still no signal, check that your TV is set to the correct input. Press the * key. If you are unsure which input you have previously used, cycle through all available inputs using your television’s “Input” or “Source” button.
 
If selecting the correct input does not correct the problem, disconnect the power cable from the back of the set-top box. Let the device rest for 30 seconds then reconnect the power. The box should begin to reboot automatically after a moment. If it does not, press the power button on the set-top box. The box may take 2-3 minutes to fully power on and load.

If you need further assistance please call 513-565-9890.

See Also
What do I do if my set-top box will not power on?
What do I do if I am having picture issues? (Why is my TV's picture distorted?)

If the issue is occurring on more than one television: Please make a note of any error messages you are receiving and contact Technical Support (513-565-9890).

If the issue is only occurring on one television: Verify that all cables are tightly connected to the wall outlet, the television, and, if you have one, the set-top box. If this does not correct the problem, power down and disconnect all devices. Wait 30 seconds, and then reconnect and power back up. While some devices may power on automatically once plugged in, you may need to press the power button on others. If the problem persists, check if you experience the same issue when the television is in use with an alternate video source (DVD player, VCR, etc.). If so, the issue resides within your television, and you will need to contact the product's manufacturer for more information.

If you only experience the issue with one TV and with our service, use the information below to correct the problem.

Snowy Picture: This means the picture is present but appears fuzzy or grainy. If your television is connected to an outlet or set-top box with a coaxial cable, verify that the TV is on Channel 3 and the cables are tightly connected.

Blue Screen: If there is a VCR connected between the outlet and the TV, use the VCR remote to set the VCR to Channel 3 or 4. If this does not correct the problem, verify your TV is set to the correct input. Use the TV remote to cycle through all available inputs by pressing the "Input," "Source," or "Video" button.

Wavy, Horizontal, or Zigzag Lines: This problem is usually caused by loose or dirty connections. Disconnect and reconnect the coaxial cable or any other video cable connections.

Small Picture: If this problem only occurs on one channel, then the content is being broadcast in that format and cannot be changed. If it occurs on all channels, it may be a setting on the TV for aspect ratio. Consult your television's manual or its manufacturer.

Pixelated or Tiled Image: This problem can usually be fixed by tightening all cables or by briefly powering down and disconnecting all devices to rest, and then reconnecting and powering back up. 

If the problem persists, contact Technical Support (513-565-9890). 

NOTE: When you remove the power cable from the set-top box, guide data may be temporarily lost. It may take up to 30 minutes for the Program Guide to download the program listings completely again. Disconnecting the power will not erase scheduled DVR recordings but will interrupt any recordings occurring at that time.

See Also
What if I am having picture issues? (Why is my TV's picture distorted?)
How do I reboot my set-top box?

First verify that the set-top box and TV are both powered on - press the POWER button on the actual set-top box and television instead of using the remote.

Check that your TV is set to the correct input by pressing the INPUT or SOURCE button on your TV to cycle through all available inputs.

In some cases a reboot of your set-top box can resolve the issue. To manually reboot your set top box, simply disconnect the power cord from the back of the box. Wait at least 30 seconds and then reconnect the power. The box should begin to initialize automatically - if it does not, press the POWER button on the set-top box. The box may take 2-3 minutes to fully power on and load the interface on your television. If your set top box doesn’t restart automatically within a few minutes, press the POWER button on the device.

If you still have no picture or sound, contact Technical Support at 513.565.9890.

NOTE: When you remove the power cable from the set-top box, guide data may be temporarily lost. It may take up to 30 minutes for the Program Guide to completely download the program listings. Disconnecting the power will not erase scheduled DVR recordings but will interrupt any recordings occurring at that time.

See Also
What do I do if my set-top box will not power on?
What if I have no picture or sound on my set-top box?