Having problems with your High Definition (HD) service? Look here for the most common troubleshooting steps.
When a program is transmitted in 4:3 aspect ratio and it is viewed on a 16:9 screen, the image typically will be centered on the screen with black or gray sidebars.
Note that the Suddenlink set-top does NOT change the aspect ratio of any programming. However, many HDTV sets provide the viewer with the ability to remove the black or gray sidebars (stretched, zoom, expand, narrow, etc.).
If you have a Suddenlink HD set-top and would like to use these functions on your TV set when viewing 4:3 aspect ratio programming, you will need to wire up the Video Out (component video or S-video) of the Suddenlink set-top box to a corresponding standard input on your TV. Future versions of the HD set-top box will have the “stretched, zoom, expand, narrow, etc.” functions built into the box.
It may take up to 5 seconds for a HD picture to first display. This occurs because there are many more pixels to be created, thus, more time is required.
Check that the coaxial cable is finger-tight. It may be loose or disconnected.
If there is no picture on any of your channels, follow these steps to troubleshoot.
If you aren't receiving a picture on any of your High Definition channels, but you have picture on your Standard Definition channels, follow these steps to troubleshoot.
If you are receiving power to your TV but no lights are glowing on the box, use these steps to troubleshoot.
If it isn't or if you are unsure, please contact customer support or chat with us online for additional help.
If you turn on your TV and box and the picture comes in but the colors aren't quite right, follow these troubleshooting steps.
Not all programs are in HD format and therefore programs will not always be full-screen. Not every show currently broadcast by a HD station in HD format. Check your local programming guide or visit our website. You can assume that if you are getting a picture on the HD channel that your equipment is functioning properly.
Check your HDTV settings by consulting the HDTV’s owner manual.
A wide screen HDTV may have picture size adjustment features (zoom, stretch, etc.) that can be used to remove the sidebars (black or gray thereby preventing burn-in) otherwise seen watching standard definition programming. To take advantage of these picture size adjustment features, switch the video input mode on the HDTV to the Standard Video input (most likely labeled source, video source, inputs, TV/video, or video on the remote control that came with the TV) when watching standard definition programming.
Future versions of the Suddenlink HD set top box will have picture size adjustment functions built into the set top. In either case, Suddenlink recommends avoiding prolonged viewing of programming with sidebars or letterboxing as this may result in damage to the HDTV. Consult your HDTV owner’s manual for details.