Existing Customer?   Log in Create Account


Interactive Guide Problems

Interactive Guide Problems

The Charter Interactive Program Guide (IPG) is the on-screen program guide that helps you manage features such as Channel Navigation, Parental Controls, Video On Demand and More! If the IPG is not appearing, or if you are experiencing trouble with the IPG, please follow these troubleshooting steps.

A Charter digital receiver (Standard, High Definition or DVR) is required to view and navigate the Interactive Program Guide (IPG). CableCARDs do not support interactive services such as Pay-Per-View, Video On Demand, iTV, or Interactive Program Guides.

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

No Guide Displays At All

  1. Verify that you are using a Charter digital receiver (Standard, High Definition or DVR). CableCARDs do not support interactive services such as Pay-Per-View, Video On Demand, iTV, or Interactive Program Guides
  2. Push the Cable button, then the Power button to ensure the cable box is on
  3. Depending on your remote control model, press the Menu or Setting button until the main menu appears (This may take 2 screens to get to) then try and access listings by time or channel
  4. Check to see if there is a Guide button on the front of your cable box, and if so, press the Guide button
  5. Send a refresh signal to your receiver
    • Click here and log in to your Charter My Account

Note: The above link will navigate you to Charters mobile site m.charter.com

    • After logging in click the Refresh TV Receivers button.

Refresh TV Receivers

    • All Digital Receivers (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.

Reset (power-cycle) your receivers:

  • Motorola and Cisco/Scientific Atlanta receivers:
    • Reset (power-cycle) all main/secondary receiver(s) by unplugging them for 15 seconds then plugging them back in. Wait until the clock displays, then turn on the power to the receiver(s).
  • Moxi receivers
    • Press and hold the Reset/Power button located on the front of the MOXI box until the screen shows MOXI Resetting
    • Please allow 3-5 minutes for your cable channels to restore. HD receivers & DVRs can take up to 10 minutes to restore channel selections

Note: It may take up to 2 hours for all of the guide content and programming information to reload after a reset (Power-cycle)

Did this correct your problem?

yesno

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

'To Be Announced' or 'No Data Available'

If the box has been recently unplugged or had a loss of power it may take up to 2 hours for all of the guide content and programming information to reload. Do NOT turn off or unplug the box during this time.

If it has been more than 2 hours:

  1. Send a refresh signal to your receiver
  2. Click here and log in to your Charter My Account

Note: The above link will navigate you to Charters mobile site m.charter.com

  • After logging in click the Refresh TV Receivers button.

Refresh TV Receivers



  • All Digital Receivers (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.

Reset (power-cycle) your receivers:

  • Motorola and Cisco/Scientific Atlanta receivers:
    • Reset (power-cycle) all main/secondary receiver(s) by unplugging them for 15 seconds then plugging them back in. Wait until the clock displays, then turn on the power to the receiver(s).
  • Moxi receivers
    • Press and hold the Reset/Power button located on the front of the MOXI box until the screen shows MOXI Resetting

After a Reset (power-cycle) allow 1 hour for the guide content and programming information to download

Did this correct your problem?

yesno

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 or More Channels Missing from Guide Display

Make sure the guide listing is not filtered or set to any specific listing such as Favorites, HD Channels, Sports Channels, etc… If so, press the Guide button on your remote to display the guide to its full listing of channels with no filters.

  1. Send a refresh signal to your receiver
  2. Click here and log in to your Charter My Account

Note: The above link will navigate you to Charters mobile site m.charter.com

  • After logging in click the Refresh TV Receivers button.

Refresh TV Receivers



  • All Digital Receivers (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.

Reset (power-cycle) your receivers:

  • Motorola and Cisco/Scientific Atlanta receivers:
    • Reset (power-cycle) all main/secondary receiver(s) by unplugging them for 15 seconds then plugging them back in. Wait until the clock displays, then turn on the power to the receiver(s).
  • Moxi receivers
    • Press and hold the Reset/Power button located on the front of the MOXI box until the screen shows MOXI Resetting

Please allow 3-5 minutes for your cable channels to restore. HD receivers & DVRs can take up to 10 minutes to restore channel selections

Note: It may take up to 2 hours for all of the guide content and programming information to reload after a reset (Power-cycle)

Did this correct your problem?

yesno

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

INFO Button Displays No Program Information

All Channels

Send a refresh signal to your receiver

  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

  1. After logging in click the Refresh TV Receivers button.

Refresh TV Receivers



    • All Digital Receivers (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.

Reset (power-cycle) your receivers:

  • Motorola and Cisco/Scientific Atlanta receivers:
    • Reset (power-cycle) all main/secondary receiver(s) by unplugging them for 15 seconds then plugging them back in. Wait until the clock displays, then turn on the power to the receiver(s).
  • Moxi receivers
    • Press and hold the Reset/Power button located on the front of the MOXI box until the screen shows MOXI Resetting

Please allow 3-5 minutes for your cable channels to restore. HD receivers & DVRs can take up to 10 minutes to restore channel selections

Note: It may take up to 2 hours for all of the guide content and programming information to reload after a reset (Power-cycle)

Select Channels

If only some program data is missing then it’s possible there is just an issue with that particular program in which the data is not available. Generally programs such as news and game shows do not have specific episodic information.

If this is a new install, it may take up to 24 to 48 hours for all channel/programming data to load on the guide for the current and future dates.

Did this correct your problem?

yesno

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

Guide Displays Incorrect Information

Make sure the guide listing is not filtered or set to any specific listing such as Favorites, HD Channels, Sports Channels, etc… If so, press the Guide button on your remote to display the guide to its full listing of channels with no filters

Send a refresh signal to your receiver

  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

  1. After logging in click the Refresh TV Receivers button.

Refresh TV Receivers



    • All Digital Receivers (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.

Reset (power-cycle) your receivers:

  • Motorola and Cisco/Scientific Atlanta receivers:
    • Reset (power-cycle) all main/secondary receiver(s) by unplugging them for 15 seconds then plugging them back in. Wait until the clock displays, then turn on the power to the receiver(s).
  • Moxi receivers
    • Press and hold the Reset/Power button located on the front of the MOXI box until the screen shows MOXI Resetting

Please allow 3-5 minutes for your cable channels to restore. HD receivers & DVRs can take up to 10 minutes to restore channel selections

Note: It may take up to 2 hours for all of the guide content and programming information to reload after a reset (Power-cycle)

Did this correct your problem?

yesno

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


Disclaimer

CableCARD customers subscribing to any service package in which Charter leased equipment is included in the package price, may receive a discounted price, reduced by an amount equal to/greater than the fee for such equipment not leased from Charter. We lease CableCARDs for $2.00 per month per CableCARD for use in customer-owned retail CableCARD-ready devices. Our leased set-top boxes also include either a CableCARD or integrated security inside the device. Our lease rate for digital set-top boxes with CableCARD includes a $2.00 imputed charge for the included CableCARD.

How useful was this information?

"1" is the least useful and "5" being most useful.

We welcome your feedback.  Click Send after you have made a selection.



 
Search Support


RESIDENTIAL SUPPORT

Ask Charter




BUSINESS SUPPORT



ONLINE ORDER HELP


To check the status of your online order or for help with your order, click below.

Click to Call