FibreWire TV Troubleshooting-You can do it!

FibreWire TV Troubleshooting-You can do it!

Easy as 1-2-3: Basic first steps

To view the labelled diagram of the box, click here

1. Verify that all devices are powered ON.
2. Check the connections between your devices (FibreWire TV box, modem, eero devices). Are all the cords (power, HDMI, ethernet-if applicable) and cable connected securely?
3. We recommend unplugging the power cord from the box for 30 seconds and plugging it back in as a first step. 

If these steps haven't resolved the issue, follow the specific steps below for your scenario.  
If you resolved the issue, celebrate your tech-savvy self!  


Scenarios   

How do I connect my OneBox to the internet?

If your OneBox is close to your modem, we recommend connecting the two devices via an ethernet cord for a more reliable connection. If you don't have an ethernet cord, please visit our Church St. location and we'll provide you with one. 


Connecting via Ethernet

1. Plug the ethernet cord into the back of the OneBox and the other end into the back of the modem.

2. Next, press the Home menu button on the remote and choose Settings, then Network

3. Select Ethernet from the Choose your Network page

 4. To test the connectivity, press the OPT button on the remote while on a channel. Do you see Startover as an option?
     Yes it's there! You did it-congratulations!
     No, it's not there. Don't fret. Call us at 700-7000 for assistance.


Connecting via WiFi

If you are connecting your OneBox Media player to the Internet via your home WiFi Network

      1. Press the Home menu button on the remote and choose Settings, then Network

2. Select your home WiFi network name from the list and enter your WiFi password

3. If you do not know your WiFi password, you can connect via WPS (see below) or click here to recover your WiFi password (link to - https://support.onecomm.bm/portal/en/kb/articles/troubleshooting-set#Im_connecting_my_box_to_the_internet_via_my_WiFi_connection_but_Ive_forgotten_my_WiFi_password)


Connect via WPS

WPS (WiFi Protected Setup) is software that looks for your WiFi connection (must be One Fibrewire Internet) and connect to it without having to enter your WiFi password. It's like magic!

To connect your OneBox Media Player to your home WiFi network via WPS

      1. Press the Home menu button on the remote and choose Settings, then Network

2. Select WPS from the Choose your Network page

3.  Press the WPS button (small button on the right side of your OneBox Media Player)

4.  Immediately press the WPS button on your modem (round button on the front under the indicator lights)

5.  Your OneBox Media player will search for your WiFi network and automatically connect the to your home WiFi network 


I'm connecting my box to the internet via my WiFi connection but I've forgotten my WiFi password. 

You have a few options: 
A. If you don't have OneHome WiFi eero units: 
    Recover your WiFi password by clicking here and following the instructions to access the WiFi settings in your modem. You've got this!
    If you have Internet service with another company, please contact your ISP provider for assistance. 


B.  If you have OneHome WiFi eero units:
     You can retrieve your WiFi network information via the app.
     1. Tap the Menu (top, left corner) and choose "Network Settings"
     2. Tap "Network password" to see your WiFi password




  C. I don't need to recover my WiFi password. I just want to connect the box to the internet
      Follow the steps under Connect via WPS .


 I don’t see my home WiFi network listed as an option in the Network Configuration options.

 If you have our FibreWire Internet, your missing WiFi network information may be caused by the following:

1. You may not have a 5G compatible modem. Our Hitron tower modems (CGNVM 2559, 3589, CGNV2)  are compatible.
   Call us at 700-7000 to verify your modem model. We can configure a compatible modem for you to pick up at wither our Church St. or Victoria St. location. All you have to do            is connect it when you arrive home. 

2. WiFi coverage may not be available or may be weak in the area where you are connecting your box. As a test, use your mobile phone to determine the signal       strength. If it's        weak call us at 700-7000 or visit us at a retail location to sign up for our OneHome WiFi and enjoy seamless coverage in your home.    
  
   If you have our FibreWire Internet, follow these steps to connect your box to your internet via WiFi:
   1. Home button->Settings->General
   2. Scroll down the options to "Network Configuration"
   3. From the list, choose, "WPS"
   4. Hit the WPS button (small button on the right side of the box) 
   5. Hit the WPS button on your modem (round button on the front under the indicator lights)
   6. The box will search for your WiFi network and automatically connect the box to your network



My box won't connect to my WiFi network and the box is not close enough to the modem to connect via ethernet cord.

This can happen if:
  1. The box can't find your WiFi network,
  2. Your WiFi network is not 5G compatible
  3. The WiFi signal is weak or doesn't reach the box. 
1.  Use your smartphone to check the signal strength in the same area as your box.
2. Remote-> Home button->Settings->General
2. Scroll down the options to Network Configuration
3.  Choose Configure Later.  This will allow you to watch TV. However, you will not be able to enjoy internet-related features such as Cloud DVR.
     Call 700-700 to speak with a friendly One representative.

I changed my WiFi password. How do I update the OneBox so it connects to my WiFi?

There are 2 ways to reconnect the OneBox to your WiFi network:
Manually
1. Press the Home button on the remote then choose Menu->Settings->General
2. Choose Network Configuration, then choose Forget Network. (This will delete your existing WiFi network and password.)
3.  Choose your WiFi network and manually enter your new WiFi password
Automatically
1. Press the Home button on the remote then choose Menu->Settings->General
2. Choose Network Configuration, then choose WPS (WiFi Protected Setup)
3. Press the WPS button on the front of your modem (round button under the indicator lights)
    Press the WPS button on the side of your OneBox (small button on the right side)
    The OneBox will automatically connect to your WiFi network without having to enter your new password.

I see a 'The subscription of your receiver is invalid"' or 'Your receiver is not properly configured" error message on my TV.

This can happen if:
  1. The box connectivity type and Network Configuration setting do not match
  2. The box connection to the internet has been set up correctly but you've lost connectivity                                                                                                                                              
If you are supposed to be connected to the internet:      
1. On the front panel of the box, the @ indicator light will be solid green if you are connected to your internet network. If it's blinking green, the box is looking for a network to connect to. If it's off completely, you have no connectivity.







2. Check the connectivity status. 
    Home Menu->Settings->General->Network Configuration.->View

    WiFi Name: If your box is connected to the internet via WiFi, you should see your WiFi network name here
    Connection Status-If your box is connected to the internet, you should see "OK" 
    If you do not see "OK", choose Change Network.(bottom right)
    
         
 3. Check the Network Configuration setting to ensure either  "Ethernet" or your WiFi network is chosen.
     Ethernet, if your box is connected to your modem via an ethernet cord
     WiFi, if you box is connected to the internet via WiFi
     WPS if you don't see your WiFi network or can't remember the WiFi password.
     
     WPS steps
     1. Hit the WPS button (small button on the right side of the box) 
     2. Hit the WPS button on your modem (round button on the front under the indicator lights)
     3. The box will search for your WiFi network and automatically connect the box to your network
     
   If you are still unable to connect the box to the internet:
   Under Network Configuration, select “Configure Later” as your network type.
   This interim solution will allow you to watch TV but you will not have access to internet features such as Cloud DVR, Restart or Favourites.
   Call 700-7000 and follow the prompts for TV technical support.

I'm getting a, "Your box is not configured properly" error message.

This means that your box is missing permissions.

If your box is set up to connect to the internet, it automatically receives permissions regularly. If your box has lost internet connectivity, these permissions may not have been received. Check to see if your box is connected to the internet. The second status light on the front of the box should be a solid green. If it is, unplug the box and plug it back in.  If the error message persists, please call 700-7000 for assistance.
If the connectivity status light is flashing or off, please call 700-7000 for assistance.

If your box is not connected to the internet, please call 700-7000 for assistance.

My remote isn't responding.

1. Hit the STB button and change the channel. Test the remote.
2. Next, press the X button. If you were in watching a recording or had hit Pause, this will send you back to live TV.
    Test the remote again.
3. If the issue persists, call 700-7000 to speak with a friendly One representative.


I'm getting a Remote Control Pairing error message.

All remotes are paired/connected to the box they are packaged with. If you move that remote close to another box in your home, the remote will try to pair with the other box and you will lose
the connection to the original box.
Follow the instructions on the screen to pair the remote to the box again. 
 
       If the pairing is not successful, you'll see an option to Retry. Press the OK button 
      

I want to use my remote with any OneBox

You have the option to clear the remote pairing to the box and use your remote(s) with any box in your home.  Infrared mode works in line of sight so you will need to point the remote at the box. Please note that the remote must be in "paired/Bluetooth" mode first before you can clear the pairing. If you are encountering a Remote Pairing error, follow the instructions on the screen to pair before proceeding to the steps below:
1. Hold the Power and 0 (zero) buttons down together until the small LED light under the Power button turns solid green.
2. Press the OK button on the remote. The STB and TV buttons will light up to indicate that you are now in Infrared mode.


I'm getting a “No Signal” message on my TV.

This can happen if:
  1. Your cable connection is not secure,  
  2. Your cable is damaged
  3. The cable is not transmitting signal 
    1. Check the cable for any visible damage. 
    2. On your remote->Home Menu->Settings->My Box->Scroll across to Signal
        There are 4 tuners in the box. You'll see Tuners 1 and 2 that show your signal strength and quality. These bars are always green and should be at a minimum of 50%.
         
       
3. Scroll down using the up and down arrow keys on the remote to see Tuners 3 and 4.
     If any of the tuners are below 50%, there is an issue with signal. Please call 700-7000 to speak with a friendly One representative. 
     If the tuners are above 50% but you are still experiencing an issue, please call 700-7000 to speak with a friendly One representative. 
     

My TV screen is black.
This can happen if:
  1. The HDMI cord is not connected to the TV, 
  2. The HDMI port selected on the TV does not match the HDMI port the box is connected to
  3. The HDMI cord provided was not used to connect the box to the TV. 
  4. You have a Samsung 4K TV
  5. There is a signal issue
     1. First, let's determine if the issue is related to signal
        Press the Home button on the remote. Can you see the Menu options? 
        Yes->The issue isn't related to signal. Proceed to step 2. 
        No-> The issue is related to signal. Please use the steps above for I'm getting a "No Signal" message on my screen. 
         






    2. Is the HDMI cord the one provided to you with your Fibrewire TV kit? If not, replace the cord you are using with the one from the kit.
    3. Verify that the HDMI cord is connected from the box to the TV. Note which port the HDMI cord is plugged in to.
    4. Check to see which HDMI port has been selected on the TV settings.
        On the TV remote, press the Input or Source button
        If the HDMI port chosen does not match the HDMI port the box is connected to, change to another HDMI port

If you have a Samsung 4K TV:
  1.   Using your TV remote, go to Settings > Select External Device Manager
 

    2.  Select HDMI UHD Colour


   3.  Select the HDMI port your box is connected to, and switch the HDMI UHD to ‘OFF’.

I'm getting a, "This channel is temporarily unavailable due to technical issues." message.

This message indicates that there is a technical issue with the provider or at our headend. Please escalate to tvops@onecomm.bm.


I'm getting an, "s-2000 Your TV is not compatible with the service" error message

To work with the OneBox, your TV must be HDMI compatible. If you've purchased your TV brand new in the past 8 years, then your TV should be HDMI compatible. Check the back of the TV for HDMI ports to confirm. If you have an exterior drive or gaming system connected to your T.V. then it is HDMI compatible. 

MY T.V. is HDMI compatible
Have you connected the OneBox to your T.V. with the HDMI cord provided in your OneBox kit? If not, this could be the issue. Replace the current HDMI cord with the one provided by us. If that resolved the issue, congratulations!

If not, let's try adjusting the HDMI settings in your T.V.
1. Using your T.V. remote press the Settings button
2. Choose External Device Manager 
3. Select HDMI UHD Colour
4. Select the HDMI port your OneBox is connected to and switch the HDMI UHD setting to OFF.

My T.V. is not HDMI compatible
Please visit a One retail location or local electronics store to purchase an HDMI converter cable. This acts like a translator between the OneBox and your T.V. 


My screen is blue and the channel info is missing OR the channel info is there but my screen is blue/no picture.
This happens when the box loses channel mapping. Channel mapping is programming that directs feeds to specific channel numbers.
1.  Home Menu
2. Choose Settings->General
3. Choose Channel Retune->Start. Press the OK button.
    
4. Install channels. Press the OK button. The channels will synchronize.

5.  Correct number of channels. Press the OK button to return to live TV.
   










     If this doesn't resolve the issue, call 700-7000 for assistance.


The channel is pixelated.

Pixelation is best described as an interrupted picture with moving blocks.

This can happen if:
  1. There is an issue with the signal at your location.
  2. There is an issue with the signal we are receiving from the vendor.
Is this happening on one channel or many? Please make a note of the channels impacted.
1. Ensure the cable is connected securely to the box. 
2. If the pixelation is still occurring, please call 700-7000 to speak with a friendly One representative.


     

I'm getting a "You are not authorized to watch this channel" or "You do not have permission to watch this channel" message on my screen.

This can happen if:
  1. Your box has lost the permissions to watch the channels you subscribe to
  2. You do not subscribe to the channel(s)
  3. You subscribe to the channel(s) but your plan information didn't reach the FibreWire TV platform

If you have configured the box to be connected to your internet:
1. Unplug the power cord from the box for 10 seconds and plug it back in. The box will reach out to the platform to get permissions for the channels you subscribe to.
2. If the issue persists, call 700-7000 and follow the prompts for TV technical support.

If you have not configured the box to connect to your internet:
1. Home Menu->Settings->General->Channel Retune->OK. The channels will load again.
2. If you issue persists, call 700-7000 and follow the prompts for TV technical support.
   

There are yellow dots on my recording and I can't watch it.

The yellow dots indicate that there was an issue recording. This can happen when:
  1. You've lost connectivity to One Fibrewire Internet
  2. The guide data doesn't match the program actually playing. (This doesn't happen often.) 
1. Does this happen all the time or only on a specific channel (s). Make note of channels in case you need to call us.
2. Is your box connected to your One Fibrewire Internet?
    Check the @ indicator light on the front of the box.
    
   The light will be solid green if you are connected to your internet network. If it's blinking green, the box is looking for a network to connect to. If it's off completely, then you aren't connected to your             FibreWire Internet. 
   Check your network configuration setting to make sure the box is set to connect to internet.
   Home menu->Settings->General->Network Configuration
3. Delete the recording and try it again.
   If the issue persists, call 700-7000 to speak with a friendly One representative.


I can record but I'm not able to watch the recording.
This can happen if:
  1. You've lost connectivity to One Fibrewire Internet
  2. The channel you recorded experienced an issue during the broadcast such as loss of audio or picture, even if momentarily. The system detects the issue and stops the recording.
1. Let's see if the box is connected to your FibreWire Internet.
   Look at the front panel of your box. Is the Online indicator light (@):
   Solid green=Connected to an internet network
   Blinking green=Box is looking for an internet connection
   Red=Offline/not connected to the internet
   
   If blinking green or red:
   Check the box settings to verify the box is set up to connect to the internet:
   Home Menu->Settings->General->Scroll down to choose Network Configuration->Choose View
  
    WiFi Name: If your box is connected to the internet via WiFi, you should see your WiFi network name here
    Connection Status-If your box is connected to the internet, you should see "OK" 
    If you do not see "OK", choose Change Network.(bottom right)
    
         
 3. Check the Network Configuration setting to ensure either  "Ethernet" or your WiFi network is chosen.
     Ethernet, if your box is connected to your modem via an ethernet cord
     WiFi, if you box is connected to the internet via WiFi
     WPS if you don't see your WiFi network or can't remember the WiFi password.
     
     WPS steps
     1. Hit the WPS button (small button on the right side of the box) 
     2. Hit the WPS button on your modem (round button on the front under the indicator lights)
     3. The box will search for your WiFi network and automatically connect the box to your network
     
   If you are still unable to connect the box to the internet:
   Under Network Configuration, select “Configure Later” as your network type.
   This interim solution will allow you to watch TV but you will not have access to internet features such as Cloud DVR, Restart or Favourites.
   Call 700-7000 and follow the prompts for TV technical support.

Help! My recording is in Spanish!

1. While watching a recorded show, press the “Opt” button on your FibreWire TV Remote (located next to the “Rec” red button) - If you are watching HBO, make sure that select the recording from Channel 300
2. Go to Audio and select “English (Dolby Digital 5.1) and press OK.
3. The audio will change from Spanish to English.

 

Note that this resolution step is only available to watching recorded shows on your Set up box / FibreWire OneMedia Players.



The channel is in Spanish. How do I change it to English?

This can happen if the channel language is set to Spanish but Spanish is not available. 

Let's check the default language settings for all of your channels:
Home Menu->Settings->General->Default Audio-Choose English

If you want to change the language settings on a specific channel:
1. On the channel, press the OPT (Options) button on your remote.
2. Audio-Choose English 5.0, English 2.1 or Spanish

*Please note The following channels do not have an English audio option: 214 Univision, 307 HBO Latino, 218 France 24, 214 and 215 RTP Portuguese


There's no sound on this channel(s).

This can happen if:
  1. The default language was set to a language that is not available for that channel. E.g. Channel 307 HBO Latino is available only in Spanish. If your default language is set to English and English is not available, there won't be audio.
  2. You've connected a soundbar directly to the FibreWire TV box. The audio output is currently disabled. This will be enabled in the near future.

1. Let's check the audio settings. If the default language was set to Spanish in error and Spanish isn't available for that channel, you won't have audio.
   Home Menu->Settings->General->Language->Choose English OR Press the OPT button while on the channel and choose English.
   English will be the default language on all channels that  have English audio as an option. On channels that are strictly Spanish, Portuguese or French,  English will not be available.
2. Do you have the box connected to a sound bar?
    Yes->The audio output port on the box is not enabled. Please connect the sound bar directly to your TV instead. 


How do I add, remove or change the subtitles or the subtitle language?

Subtitles aren't always available on every channel. To see if subtitles are available for a channel, press the OPT button. Under Subtitles, you will see Available or Unavailable.
For all channels
Home Menu->Settings->General->Default Subtitles