Cable or Internet issues?

Troubleshooting Cable Issues

HD Cable TV service is provided for every residence hall space on campus. All televisions must contain a QAM digital tuner to receive the signal. Older analog televisions are no longer compatible with the upgraded cable. Most televisions made after 2006 include a QAM tuner, but you should review the specifications in your owner’s manual or visit the manufacturer’s website for more details.

What is a QAM tuner and how can I tell if I have one?

QAM stands for Quadrature Amplitude Modulation. It is the format in which digital cable channels are encoded and transmitted via cable providers. A QAM tuner is a device which enables direct reception of digital cable channels without the use of a set-top box.

Most televisions made after 2006 include a QAM tuner, but low-end or inexpensive televisions are still made without QAM tuners to lower production costs. Some brands we have encountered include:

  • Apex
  • Dynex
  • Element
  • Haier
  • Seiki
  • Sylvania
  • Westinghouse

If you are using one of the above models, please verify that the model has a QAM tuner via one of the following methods:

  • Search online by make/model of your TV or reference your TV’s owner manual for specific model information related to what type of tuner is present.
    • A manual for a TV with a QAM tuner might say “Built in digital tuner (ATSC/Clear QAM)” or “NTSC/QAM”.
    • A manual for a TV without a QAM tuner might say “ATSC/NTSC tuner” with no mention of QAM anywhere in the manual.
  • If your remote has either the “.” or “-” symbol, or if your TV is able to display channels such as 7.2 or 7-2, it likely has a QAM tuner.

Additionally, a TV may have a lower quality QAM tuner and you may be able to tune to some but not all of the cable channels.

How do I fix it?

To resolve either situation (no QAM tuner or low quality QAM tuner) you may do either of the following:

  • Purchase a TV with an acceptable quality QAM tuner (do your research in advance when purchasing).
  • Purchase a digital converter (“HomeWorx HB1080STB” is a verified converter).

I have a QAM tuner, but I still can’t find any channels.

As with any system, issues can arise at any time. If you have previously had cable in our halls, or you are certain your TV has a QAM tuner but are still unable to view any channels, please double check the following:

  • Perform a channel scan
    1. Press the “Home” or “Menu” button on your remote
    2. Select “Setup” or “Settings”
    3. Select “Channel”
    4. Select “Auto Tuning” or “Auto Program”
    5. Make sure you are scanning “Cable” or “DTV” signals
    6. Select “Start” and allow time for the scan to complete
  • Double check cables and connections
    • Older cables may need to be replaced
    • All cables should connect easily and be hand tightened. Do not use tools to tighten coaxial cables!
    • If you do replace any cables, perform a channel scan again
  • If none of the above fixes your problem, contact Comcast.

To contact Comcast, please fill out this form [PDF]. When finished, save it and attach it in an email to [email protected].

Troubleshooting Internet Issues

If you live in Cornell Courts, Westview or the West Forest Properties, your internet is provided by Comcast. Please use the form link above to report your problem. If you live in all other locations, your internet is provided by EMU. Please contact the EMU IT Help Desk for support.
Call the IT Help Desk at 734.487.2120.

Visit the IT Help Desk site.

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