No TV Sound

All Channels

All Channels - One TV

1. Check if the mute button on the cable box/TV/VCR is activated. If so, turn off the mute feature
2. Verify the volume on the cable box/TV/VCR is not turned all the way down, either by adjusting the volume  level on the equipment itself or with the remote control
3. Check if the TV has an earphone or headphone jack. If so, make sure there are no earphones or headphones plugged into it
4. Check if the Cable Box/TV/VCR has a SAP/MTS switch (Secondary Audio Program / Multichannel Television Sound). If so, make sure it is set to the proper setting. Consult your TV/VCR manufacturer’s user manual for information for your specific TV/VCR. Click here for information on changing this setting on a Cable Box
5. Check behind ALL TV and equipment (Cable box, TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors
6. Make sure all equipment and connections are hooked up correctly for the video and audio based on the type of connections being utilized. Click here for a list of connection diagrams

Did this correct your problem?

All Channels - One TV - Receivers

1. If you have a cable box, verify that it's configured correctly
   • Motorola
     • Press Menu
     • Select Setup
     • Select Audio Setup
     • Set the Motorola receiver to Optimal Stereo
   • Cisco/Scientific Atlanta with HDMI connection
     • Press Menu twice
     • Select Audio/Video setup
     • In the Audio Digital Out setting select HDMI
     • Press OK
   • Moxi
     • Navigate to the Settings menu
     • In the Audio Output section verify the proper settings for your TV
2. 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.

3. 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

All Channels - All TVs

Are there a cable receivers connected to one or more of these TVs?

All Channels - All TVs

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

2. 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.

3. 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

Select Channels

1. Check if the Cable Box/TV/VCR has a SAP/MTS switch (Secondary Audio Program / Multichannel Television Sound). If so, make sure it is set to the proper setting. Consult your TV/VCR manufacturer’s user manual for information for your specific TV/VCR. Click here for information on changing this setting on a Cable Box
2. Check behind ALL TV and equipment (Cable box, TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors

Select Channels

Is there a cable receiver connected to the affected TV(s)?

Select Channels - Receiver(s)

If you have a Cisco/Scientific Atlanta receiver with an HDMI connection:

• Press Menu twice
• Select Audio/Video setup
• In the Audio Digital Out setting select HDMI
• Press OK

Select Channels - Receiver(s)

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

2. 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.

3. 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

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.

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.