Choose a FAQ

• Is there a Customer Installation Checklist?

• Do I need to run new wires for the TiVo DVR and Minis?
• Where do I get information on connecting my digital receiver?

• How do I check if there's something wrong with my audio/sound?
• What do I do if the picture and sound don’t go together?
• What do I do if my picture is snowy?
• I have no picture on my screen.

• How do I make the most of i-Guide HD?

• Why is my on-screen menu or guide not working properly?
• How do I control which channels appear in my TiVo guide?
• The guide information says "To Be Announced".

• What do I do if I forgot my Parental Control access Personal Identification Number (PIN)

• What can I do when my remote control is not responding?
• Where can I find the codes to program the remote control with my other devices?
• How do I activate the closed-captioning service for the hearing impaired?

• Why do some of my DVRs not appear in the My DVR list?
• Getting to know your recorder
• How do I return my equipment?

• What can I do with my Cogeco Whole Home digital video recorder?

• My receiver has been deactivated
• I only see the recordings made in one room.
• One of my receivers stopped working.
• I can't record with my receiver
• I replaced one of my digital receivers and now I can’t see any of my recordings.

• How do I turn my services back on?
• How do I modify my channel selection?
• How can I see which TV channels I’m subscribed to?
• How do I make changes to my Cogeco services?

• Why is there a black screen instead of a sporting program?
• Why is the screen black on some of my channels?
• Why is there a double image on one of my channels?
• Why do some of my channels say “Subscription Service”?
• Why does it say ‘One Moment Please’ on some (or all) of my channels but the channel never comes in?
• What can I do if my channels are having issues playing the audio, or the audio is completely missing?
• How do I reset my digital receiver?

• Why am I unable to access Cogeco On Demand (VOD)?

• Why can’t I access Super Écran on Demand?
• How do I access Super Écran on Demand?
• How do I order Cogeco on Demand and Pay-Per-View programming?

• What to do when you see error codes on your decoder in the Cogeco On Demand section?

• What do I do if my TV service is cutting in and out?
• How do I check if there's something wrong with my audio/sound?
• What do I do if the picture and sound don’t go together?
• What do I do if my picture is snowy?
• I have no picture on my screen.
• Why doesn't the menu/guide come up now that I have an HD/DVR receiver?
• What do I do if my receiver is frozen/locked and I can't change the channels?
• What is the yellow light flashing on my receiver?
• What do I do if my digital receiver displays an error message?
• Why can’t I access Super Écran on Demand?
• Why do some of my DVRs not appear in the My DVR list?
• Why am I unable to access Cogeco On Demand (VOD)?
• How do I turn my services back on?
• Why is my on-screen menu or guide not working properly?
• Why is there a black screen instead of a sporting program?
• Why is the screen black on some of my channels?
• Why is there a double image on one of my channels?
• Why do some of my channels say “Subscription Service”?
• Why does it say ‘One Moment Please’ on some (or all) of my channels but the channel never comes in?
• What can I do if my channels are having issues playing the audio, or the audio is completely missing?
• How do I control which channels appear in my TiVo guide?
• The guide information says "To Be Announced".
• My receiver has been deactivated
• I only see the recordings made in one room.
• What do I do if I forgot my Parental Control access Personal Identification Number (PIN)
• What can I do when my remote control is not responding?
• One of my receivers stopped working.
• I can't record with my receiver
• I replaced one of my digital receivers and now I can’t see any of my recordings.

• Why would I choose to install my Cogeco services myself with a Self-Install Kit?
• How long will it take to receive my self-install kit, and will I get a shipping number to track the package?
• Can I install my Cogeco Internet, Phone and/or TV service by myself?
• What do both the self-installation and the professional installation processes entail?
• How do I replace my Cogeco HD receiver?
• How do I replace my Cogeco SD receiver?
• How do I set up my HD receiver from Cogeco?
• How do I set up my Cogeco SD receiver?