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Audio/Video Quality Issue

If you’re having an issue with audio quality (no sound or distorted sound) or video quality (pixelating, tiling, fuzzy or choppy picture, lines in the picture, etc.), refer to the steps below to try to resolve the issue.

  1. Are you using a C Spire supported device? Confirm by viewing the list of C Spire Supported Devices.

  2. Does changing the channel fix the issue?

  3. Is the issue only happening when you change the channel on your streaming device?  If so, check out "Why is my picture fuzzy when I first start watching TV?"

  4. Are the cables and cords connecting your streaming device to your TV connected securely and properly? If so, try using another port on the television for the streaming device (HDMI1, HDMI2, etc.) or, if your device uses an HDMI cord, try another cord to see if that resolves the issue.

  5. Power cycle (unplug and plug back in) your router and individual devices.

  6. Is your streaming device connected to your C Spire Wi-Fi?

  7. See if your Wi-Fi is connected to your 2.4 or 5G network. Try both to see if you get a better result. (5G will not work on all devices.)

  8. Do you have the most recent version of the C Spire TV app? Learn how to update the app.

  9. Does your streaming device have up-to-date firmware?

  10. Does your streaming device have an option to "clear out the data"? If so, please do this. You will be asked to enter your C Spire username and password once this process is complete. (Please note that clearing out the data is different from "power cycling" the device, which is simply turning the device off and then back on.)

  11. How fast is your wireless connection speed? The minimum recommended speed for best picture quality is 7Mbps. We recommend you download the Ookla speedtest application on your device or go to speedtest.net.

  12. Can your streaming device be connected to a hardwired network? If your device doesn’t have an Ethernet port, you can access your C Spire TV service through a hardwired desktop or laptop computer to attempt to duplicate the issue? If you cannot duplicate the issue, continue with the next step. If you can duplicate the issue, please contact us.

  13. Can you get other applications on your streaming device to work properly? Particularly other video streaming apps like Netflix, Hulu and Amazon Prime Video. If you're having issues with these applications as well, you may need to reset your device to factory default settings.
    14. contact us for assistance

     

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