Signal Loss Troubleshooting

Signal loss

The satellite icon on your receiver is red. You're getting a "Please Wait a Moment" prompt on the screen. The information from the satellite isn't getting to your receiver. There could be a number of reasons. Here's how to sort through them.

  1. Go to your options menu to bring up the satellite signal strength counter. Click Installation settings (6), then Tune-in Satellite (3) and then Satellite signal (1). What's the number?

    If it's less than 5, the problem is probably the connections inside your home. Read No. 6 for help.

    If it's between about 25 and 70, the problem is probably signal interference of some sort.


  2. What's the weather like? Very thick clouds, heavy rain or snow can cause interference with your signal. Remember any severe weather between your dish and our satellites, located above the equator, can cause signal loss. The good news is it is almost always short-lived. The best plan is to wait a while.


  3. Look at the dish. Is it covered with snow or leaves? Clear it off with a broom, but only if it is safe and easy to access.


  4. Look from the dish due south? Is there anything that may be interfering with the signal? A tree? New construction?


  5. Have you had a storm with wind? Have you noticed a weakening of signal strength for a while? This could indicate that the dish has lost its alignment. It's been knocked off the angle it needs to be on to receive the strongest signals. You'll need to arrange for an installer to come and re-align your dish.


  6. Check the co-ax connection on the receiver. Disconnect and then reconnect the cable that comes from the wall and goes to the receiver. Make sure it is connected to the correct jack. It's the one on the left side of the receiver next to the satellite icon.


  7. If you've been through the list and you can't determine why you have signal loss, call our customer service representatives at 1.888.554.7827.
      Be prepared to tell us:
    • What components you have.
    • All of the steps you've been through to try and solve the problem yourself.

Loss of some channels

There are times when you may lose some channels. This can indicate problems with your system. Here's what to look for:

  1. Check signal on these 4 channels:

    Classic: Ch.299, Ch.300, Ch.350 and Ch.701
    Advanced: Ch. 299, Ch. 58, Ch. 70, and Ch.701

    Are you missing only some of the above channels? Chances are you are not receiving information from one of our satellites. This may be an alignment problem or it could be a technical issue. You'll have to call our customer service representatives. If you have an older receiver, you may be able to make some adjustments at home.


  2. It may be a problem at source. That means the TV channel or our uplink of a group of channels isn't working. While you may be receiving the signal from us, there may be a storm preventing us from getting some of our channel signals to the satellites or it may prevent one channel from getting to us.


  3. Satellite signals work on voltage and frequency. This is how you see channels. A poor connection or a rusted cable, may affect certain frequencies or channels. Check to make sure the cables and connectors are in good shape.


  4. Do you have an electronic device like a baby monitor or radar detector? These can interfere with those frequencies. Unplug them. Does is make a difference? Living near an airport can also affect certain channel frequencies.


  5. If you've been through the list and you can't determine why you have lost channels, call our customer service representatives at 1.888.554.7827.
      Be prepared to tell us:
    • What components you have.
    • What channels you are missing
    • All of the steps you've been through to try and solve the problem yourself.