Community Support
Community Support
Didn't find what you were looking for?
We have advanced search options to make it easier to locate posts, questions and answers on this community.
More information can be found at Advanced Search Options
If you are looking for something specific, please check if someone else has already asked or answered the same question.
Getting Wrong Channel Lineup on My Cable Boxes
As of this past February 6 when a network upgrade was conducted in my area (the one that took place between midnight and noon that day), I have been getting the wrong channel lineup on both of my cable boxes. These are regular cable boxes, not the Xumo boxes. I am in Los Angeles, CA 90024, but I am getting the Beverly Hills lineup on my boxes. I’m not even within the Beverly Hills city limits. So I shouldn’t be getting this lineup.
On the Spectrum TV app, I get the City of Los Angeles lineup that I used to get on the boxes. That’s the correct lineup for my area.
I’ve tried rebooting my boxes countless times, made numerous calls to tech support, and even had a technician come out; all to no avail. I don’t know what else to do. The tech that was dispatched to my home called his supervisor and confirmed it was some sort of coding issue (whatever that means), so swapping out the boxes will not help.
I just want this issue fixed.
Comments
-
Hi @Joey1986, I'm sorry for the trouble with our TV service.
Are channels missing completely, or not on the channel number expected? If you view your channel lineup online does that match what you are seeing?0 -
I’m missing any channels, per se.
I’m seeing some channels on different numbers than I’m supposed to. I listed some examples below.
When I view my channel lineup online, it does not match what I’m seeing on my boxes. For example, on my boxes, I have KCET (PBS) on channel 28, but the online channel lineup for my area has KCET (PBS) on channel 6. I’m also getting PEG channels for Beverly Hills on channels 6 (KBEV—Beverly Hills High School) 10 (Beverly Hills Television—BHTV for short), 35 (listed as Public Access, showing a Roku Home Screen as I type this) and 36 (Educational Access, mostly shows Classic Arts Showcase).
I’m supposed to be getting KCET (PBS) on 6, Animal Planet on 10, L.A. CityView on 35, and LA36 on 36, as indicated on my online channel lineup.0 -
I’m still having this issue. Please help.
0 -
Hey @Joey1986, sorry but we haven't been able to determine what's causing this yet. Do you know if any of your neighbors are having the same problem? If we were able to gather at least 2 other examples of customers with this issue it would greatly help us get to the bottom of it.
0 -
I’ll ask around.
0 -
A quick update. Using some of our troubleshooting tools, we were able to locate two other accounts near you that are experiencing the same issue. We are able to use these examples to re-escalate the issue. If you locate anyone else who is having the same issue and is willing to post on this thread, that will still be helpful.
We will provide you with an update, once we hear back from you local teams. Thanks for your patience.
0 -
Friday the 13th has brought me good luck, because as of today, the problem has been corrected. I’m now getting the lineup that I’m supposed to be getting. Thank you to all who helped get this issue resolved!
EDIT: Only my Worldbox has been corrected. My ODN (clock) box is still getting the Beverly Hills lineup. I tried rebooting it to no avail.1 -
Hey @Joey1986! Wonderful to see it's been corrected on at least one of your receivers. I am going to send an update to the other one, when you get a chance will you please try rebooting it again by removing the power cord for 30 seconds?
1 -
As of a few minutes after your post, both boxes are now receiving the correct lineup. Thanks again!
0 -
It's my pleasure! I'm so sorry this took so long to get fixed. Thank you for your efforts in bringing it to our attention so that it could be corrected for all of your neighbors as well.
1
