Troubleshooting FAQ

This section is specific to the regular TV equipment

Change to TiVo Service equipment Not sure of the equipment you have

Why is the screen black on some of my channels?

It appears that your Receiver is having a problem displaying the feed for that particular channel/range of channels.

Before performing any additional troubleshooting, ensure that your TV is on the correct input setting. Our Standard Definition Receivers would normally be connected via a Coaxial cable, in which case your television should be set to channel 3.

If you are using a High Definition Receiver, you connect it to your television using the Red, Green and Blue component cables. If this is the case, you need to be on one of your TV’s component channels. If you are hooked up via an HDMI cable, you need to be on one of your TV’s HDMI channels.

Ensure that all the cables connecting to the wall, to your Receiver and to your television are correctly and firmly plugged in.

If these measures fail to bring back the screen, you can try resetting your Receiver by logging into your My Account page. From there, you can send a signal to your Receiver to reset it.

  • Go to My Account
  • Connect using your username and password
  • Select “Services & Equipment” from the menu and “My Equipment”
  • Select the “Activate/Reactivate” button beside the Receiver that is experiencing the problem
  • Read through the list and check off each of the checkboxes, and then click “Confirm”

If after performing these steps your Receiver still displays a black screen on channels, contact our Customer Service team.


Was this information helpful?

Select: Yes, Somewhat, No

Tell us how we can improve this information:

@Cogecohelps is now available from 9 a.m. to 9 p.m. everyday to help you!

Join us on Twitter

“Highest Customer Satisfaction” award

Learn More
Select the type of TV service you have
Digital TV

Digital TV

If you don’t know which type service you have at home, chances are that you’re one of our regular TV service subscribers.

This can be seen as our most accessible type of TV service.

Yes, I have this service!
TiVoMD Service

TiVo® Service

TiVo Service is the newest generation of entertainment service that includes a simple, intuitive user interface and new equipment.

Yes, I have this service!

Still not sure what type of service you have?
Please contact Customer support at 1-800-933-6378.

Check availability in your area

To verify which of our services are available in your area, please enter your house's civic number and postal code.