Self Help Cable TV Troubleshooting and FAQ

HomeSelf Help Cable TV Troubleshooting and FAQ

Cable TV Troubleshooting and FAQ

Our most common troubleshooting tips and questions can be found below.

No signal or picture showing on TV

If a “no signal” message appears on your television, the Cable TV PVR or Receiver’s connection or hardware may be the cause.

We recommend taking these steps to investigate and determine the “no sign” issue:

  1. The cable box has neither power nor signal on it. Check to see that the receiver is powered on and that the power button has been pressed.
  2. Verify that all of the cables are securely fastened by looking at the TV and receiver’s back.
  3. There are a number of inputs for connecting various devices on the back of your television. You need to set your TV to the input with the digital receiver connected.

If at all possible, make a note of which one it is plugged into because these inputs are typically labeled on the TV panel: For instance HDMI or Port 1, 2 or 3.

To change the Input Channel on your TV you need the remote control that came with
your TV. On that remote, look for the button that says “input,” “video source,” or “tv/video.”

Pressing that button will either display one of the following inputs or a menu displaying the available inputs:

  • Video 1, 2, & 3
  • Component 1, 2, & 3
  • HDMI 1, 2, & 3
  • RGB
  • PC
  • Game
  • DVD
  • Cable
  • TV

Change your television to the input that your receiver is connected to if you know which one it is (HDMI, Component 1, 2, or 3, etc.)

Instead of the source that is plugged into your receiver, some televisions will choose a different video source, like TV, as the default. Assuming that you see this message after each power blackout check with television manual to check whether you can set a default input.

Digital receiver will not power on

Wall outlets, power bars, and issues with the remote control are the most common causes of digital receivers not turning on.

To fix these issues, please follow the steps below.

Restart your digital receiver:

  1. Restart your digital receiver
  2. Disconnect the power cord from the back of the digital receiver.
  3. Unplug the power cord from the wall outlet or power bar.
  4. Wait 60 seconds, then reconnect the power cord.
  5. The digital receiver will now reboot, which could take up to 2 minutes.
  6. Press the power button on your remote to see if it works.

Check your connections:

  1. Try connecting the power bar into an alternate wall power source.
  2. Try plugging your digital receiver directly into the wall outlet if it is connected to a power bar.
  3. Try using a different wall outlet to connect the digital receiver.

Check your remote control:

  1. When you press the CBL button, your digital receiver will be controlled by your remote.
  2. To turn on your digital receiver, press the Power button.

No audio when viewing channels

Follow these simple steps below to fix your no audio issue:

  1. Verify that the mute button on the television has not been pressed to see if the digital receiver’s audio output is connected to the television.
  2. Verify that the receiver is set to the appropriate input source and that the mute button has not been pressed if the digital receiver output is connected to a home theater receiver.
  3. Verify that you have the appropriate audio connection cables.
  4. Make sure the audio cables connecting the digital receiver to the audio playback device (TV, receiver, DVD player, etc.) are securely fastened.

If you have checked the following above and still not getting an audio output,
try restarting your digital receiver:

  1. Restart your digital receiver
  2. Disconnect the power cord from the back of the digital receiver.
  3. Unplug the power cord from the wall outlet or power bar.
  4. Wait 60 seconds, then reconnect the power cord.
  5. The digital receiver will now reboot, which could take up to 2 minutes.

Please note: Recordings may be interrupted during the restart process.

How to restart your HDTV digital receiver

  1. Disconnect the power cord from the back of the digital receiver.
  2. Unplug the power cord from the wall outlet or power bar.
  3. Wait 60 seconds, then reconnect the power cord.
  4. The digital receiver will now reboot, which could take up to 2 minutes.

Note: Recordings may be interrupted during the restart process.

NHL Blackout Information

Due to regional broadcast regulations set forth by the NHL, NHL game telecasts must be blacked out in certain areas of Canada. These broadcast boundaries for NHL games have been set by the NHL for over 20 years and continue today.

When the game is blacked out, it may show “One Moment Please” or “Not Authorized”.

To help you better understand how you are impacted by blackouts, here is a basic summary of which games you can watch.

Programming your Atlas TV remote

This manual will provide you with instructions to program your atlas remote.

What channels do you offer?

Visit our Cable TV page here to see what channels are offered.

To view our packages and pricing, please view the information here.

To inquire about adding or changing your service options, please reach out to us.

Can I bundle TV and internet services?

Yes, we’re excited to offer Mascon Home Essentials Bundles with unlimited data, Television and Internet!
Get our bundle pricing for your home and you can save up to $68 per month.

Television installation fees and extras

TELEVISION INSTALLATION FEES AND EXTRAS

TELEVISION INSTALLATION FEES AND EXTRAS
Professional Install – $75Mascon will provide a professional installation including bringing new lines to the building.
Our price includes the first 150’ of cable from the road and 1 outlet in your home.
Activation – $50Activating Mascon services on your account?
A fee for enablement to get your Mascon services up and running.
If you have deactivated your Mascon account, the activation fee will re-enable your services.
One activation fee activates all Mascon services registered to your account.
Additional Outlet – $75Additional outlets at time of install are $75.
6′ HDMI Cable – $20Receivers that we provide which support HDMI connections will have one 6′ HDMI cable included
Extra / Replacement Remote Fee – $25First remote – no additional costs.

Additional or replacement remote $25/each.
HD Receiver (purchase)Includes a Universal Remote and cables.

$99 plus applicable taxes each
HD Receiver (rental)Includes a Universal Remote and cables.

$7/month each
Extra Receiver Fee – variesFirst receiver – no additional costs beyond purchase or rental fee.

Additional receivers 2-5 = $6.95.
Additional receivers 6-10 = $6.95 more.
On-Site Service Call – $175/hrService call for issues that are not related to Mascon services or equipment.
Business After Hours
On-Site Service Call -$175/hr		Mascon Business Services subscribers only.

After-hours service call for issues that are not related to Mascon services or equipment.

What is the contact number for tech support and customer care?

Our technical support team can be reached at: 1.866.832.6020.

Our office hours can be found here.

Is there an outage in my area?

To view any ongoing service outages, click here.

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