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Snowy or No Picture

Snowy Picture

There are several reasons your TV may be displaying a snowy picture.

All Channels

Thank you for troubleshooting with us, we're glad we could assist you with resolving your issue today. If you have further questions please chat now or contact us.

Help

Start Over

One TV

Verify the level of service you are trying to access is active

  • Log in to your My Account
  • Click the My Bill & Services tab
  • Click on the Service Details link

Is there a digital set-top box connected to this TV?

Yes no

Start Over

One TV - Charter Digital Set-top Box

  1. Tune the TV to channel 3 or 4 (Depending on your area)
  2. Verify your TV is on the correct input (Video 1, Video 2, HDMI, etc…) by pressing the Input, Source, or TV/Video button on the TV remote
  3. Check behind ALL TV and equipment (TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors
  4. Make sure any/all equipment is connected correctly and the digital set-top box is the first equipment connected to the coax outlet. Click here for information on connecting various television equipment
  5. If you have a VCR or DVD Player/Recorder connected between your digital set-top box and TV, make sure it is set to pass through your digital set-top box output to the TV
  6. Bypass the digital set-top box and connect the coax cable directly to your TV. If you are receiving a picture the cable box will need to be replaced. Please contact us to exchange the digital set-top box
  7. If your TV was recently moved from another cable outlet in your house return the TV to its original location
    •  

Did this correct your problem?

yesno

Back | Start Over

We apologize if these steps did not resolve your issue. Please Chat now or call us so that we may further assist you. When contacting customer service for additional assistance please inform the advisor of the steps you have already taken.

Back | Start Over

One TV - No Digital Set-top Box

  1. Check behind ALL TV and equipment (TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors
  2. Make sure any/all equipment is connected correctly. Click here for information on connecting various television equipment
  3. If your TV was recently moved from another cable outlet in your house return the TV to its original location

Did this correct your problem?

yesno

Back | Start Over

All TVs

Verify the level of service you are trying to access is active:

  • Log in to your My Account
  • Click the My Bill & Services tab
  • Click on the Service Details link

Did this correct your problem?

yesno

Start Over

All TVs

Do you have a signal amplifier/booster? (Unsure? Click here for information on signal amplifiers/boosters.)

yesno

Back | Start Over

All TVs - With signal amplifier/booster

Verify that your amplifier/booster is plugged in and receiving power.

Did this correct your problem?

yesno

Back | Start Over

All TVs - No signal amplifier/booster

Send a refresh signal to your digital set-top box

  1. Click here and log in to your Charter My Account
    • Note: The above link will navigate you to Charters mobile site m.charter.com
  2. After logging in click the Refresh TV Digital Set-top Boxes button.

Refresh TV Digital Set-top Boxes



    • All Digital Digital Set-top Boxes (Standard, High Definition and DVR's) in your home will be refreshed. This process can take up to 15 minutes to complete.
    • Online refreshes of Charter Digital TV equipment is limited to one every 15 minutes for a maximum of 3 refreshes in a 24 hours period.

Did this correct your problem?

yesno

Back | Start Over

All TVs - No signal amplifier/booster - Digital Set-top Boxes Refreshed

  1. Reset (power-cycle) your digital set-top boxes
    • Motorola and Cisco/Scientific Atlanta digital set-top boxes:
      • Reset (power-cycle) all main/secondary digital set-top box(es) by unplugging them for 15 seconds then plugging them back in. Wait until the clock displays, then turn on the power to the digital set-top box(es).
    • Moxi digital set-top boxes
      • Press and hold the Reset/Power button located on the front of the MOXI box

Did this correct your problem?

yesno

Back | Start Over

We apologize if these steps did not resolve your issue. Please Chat now or call us so that we may further assist you. When contacting customer service for additional assistance please inform the advisor of the steps you have already taken.

Back | Start Over

All TVs - With signal amplifier/booster

Send a refresh signal to your digital set-top box

  1. Click here and log in to your Charter My Account
    • Note: The above link will navigate you to Charters mobile site m.charter.com
  2. After logging in click the Refresh TV Digital Set-top Boxes button.

Refresh TV Digital Set-top Boxes



    • All Digital Digital Set-top Boxes (Standard, High Definition and DVR's) in your home will be refreshed. This process can take up to 15 minutes to complete.
    • Online refreshes of Charter Digital TV equipment is limited to one every 15 minutes for a maximum of 3 refreshes in a 24 hours period.

Did this correct your problem?

yesno

Back | Start Over

All TVs - With signal amplifier/booster - Digital Set-top Boxes Refreshed

  • Reset (power-cycle) your digital set-top boxes
    • Motorola and Cisco/Scientific Atlanta digital set-top boxes:
      • Reset (power-cycle) all main/secondary digital set-top box(es) by unplugging them for 15 seconds then plugging them back in. Wait until the clock displays, then turn on the power to the digital set-top box(es).
    • Moxi digital set-top boxes
      • Press and hold the Reset/Power button located on the front of the MOXI box

Did this correct your problem?

yesno

Back | Start Over

We apologize if these steps did not resolve your issue. Please Chat now or call us so that we may further assist you. When contacting customer service for additional assistance please inform the advisor of the steps you have already taken.

Back | Start Over

We apologize if these steps did not resolve your issue. Please Chat now or call us so that we may further assist you. When contacting customer service for additional assistance please inform the advisor of the steps you have already taken.

Back | Start Over

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