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Troubleshooting Guide for Fibre TV



1
My fibre TV set-top box is not working/responding. What should I do next?

Try doing these troubleshooting steps:

  • Turn off your TV, set-top box, and optical network terminal (ONT) or voice-enabled optical network terminal (VeONT)
  • Check if all the cables are properly connected in the right ports.
    • Fibre patch cord (yellow cable connecting the termination point and the ONT or VeONT)
    • LAN cable (cable connecting ONT or VeONT to the fibre TV set-top box)
    • HDMI cable (cable connecting the fibre TV set-top box to the TV)
  • Wait for 1 minute. Turn on the ONT or VeONT and ensure that the LED lights are green and steady. Then, turn on the set-top box and wait for the LED lights to be stable. Lastly, turn on your TV.

Also, ensure that your software is up-to-date by checking the firmware version under Menu > Settings > STB Information > Decoder Info > Firmware Version.


2
I'm seeing an error message on my TV. What should I do?

You can do the following troubleshooting steps depending on what error code is showing on your TV.


If the error code starts with

Troubleshooting steps

1, 3, 6 or 7

Power off and on the power source to reboot your set-top box

2

  • Ensure that all connections and cables are tightly secured in their correct ports and the LED lights are lit
  • Try using a different ethernet/MoCA cable
  • Power off and on the power source to reboot your set-top box

8

Reset your R21 PIN (Read about it here)


If problem persists, please power off all equipment and power on one by one in the following order starting from the Optical Network Terminal (ONT).


LED Status for Direct ONT Connection

direct-ont-connection


ONT/VeONT LED Status

  • Power: Solid Green
  • PON: Solid Green
  • Port 1 LED: Blinking Green
  • Port 2: Blinking Green

Set-top box LED Status

  • Power: Solid Green
  • Network: Solid Amber
  • Recording: Blinking Red (if there is active recording)
  • Clock Display: Current time


If the lights are off or not displaying the correct LED status, please call 1633 for assistance.


LED Status for Data Point and IP Switch Connection

ip-switch-connection


Applicable to switch models: D-Link DGS-1005A / HPE JL380A / HPE JL381A


ONT/VeONT LED Status

  • Power: Solid Green
  • PON: Solid Green
  • Port 1 LED: Blinking Green
  • Port 2: Blinking Green
     

IP Switch LED Status

  • Power: Solid Green
  • LAN: Blinking Green
     

Set-top box LED Status

  • Power: Solid Green
  • Network: Solid Amber
  • Recording: Blinking Red (if there is active recording)
  • Clock Display: Current time

If the lights are off or not displaying the correct LED status, please call 1633 for assistance.


LED Status for Ethernet Over Coaxial Converter (EOCC) Connection

eocc-connection


Applicable to EOCC models: ES-2000-M (Master) and ES-1000-S (Slave)


ONT/VeONT LED Status

  • Power: Solid Green
  • PON: Solid Green
  • Port 1 LED: Blinking Green
  • Port 2: Blinking Green
     

EOCC Master/Slave LED Status

  • Power: Solid Green
  • Act: Solid Amber
  • Link: Solid Amber
     

Set-top box LED Status

  • Power: Solid Green
  • Network: Solid Amber
  • Recording: Blinking Red (if there is active recording)
  • Clock Display: Current time

If the lights are off or not displaying the correct LED status, please call 1633 for assistance.


LED Status for Ethernet Over Coaxial Adapter (EOCA) Connection

eoca-connection


Applicable to EOCA models: ES-202 (Active) and ES-100 (Passive)


ONT/VeONT LED Status

  • Power: Solid Green
  • PON: Solid Green
  • Port 1 LED: Blinking Green
  • Port 2: Blinking Green
     

EOCA Active LED Status

  • LAN: Blinking Green and Amber
     

Set-top box LED Status

  • Power: Solid Green
  • Network: Solid Amber
  • Recording: Blinking Red (if there is active recording)
  • Clock Display: Current time

If the lights are off or not displaying the correct LED status, please call 1633 for assistance.


LED Status for Multimedia over Coaxial Alliance (MoCA) Connection

moca-connection

Applicable to MoCA models: D-Link DXN-220 / D-Link DXN-W224


ONT/VeONT LED Status

  • Power: Solid Green
  • PON: Solid Green
  • Port 1 LED: Blinking Green
  • Port 2: Blinking Green
     

MoCA LED Status

  • Power: Solid Blue
  • MoCA: Solid Blue
  • LAN: Blinking Blue
     

Set-top box LED Status

  • Power: Solid Green
  • Network: Solid Amber
  • Recording: Blinking Red (if there is active recording)
  • Clock Display: Current time

If the lights are off or not displaying the correct LED status, please call 1633 for assistance.


LED Status for Power-Line Communications (PLC) Connection

plc-connection


Applicable to PLC models: TP-Link TL-PA8010P


ONT/VeONT LED Status

  • Power: Solid Green
  • PON: Solid Green
  • Port 1 LED: Blinking Green
  • Port 2: Blinking Green
     

PLC Adapter LED Status

  • Power: Solid Green
  • Powerline: Solid Green
  • Ethernet: Solid Green
     

Set-top box LED Status

  • Power: Solid Green
  • Network: Solid Amber
  • Recording: Blinking Red (if there is active recording)
  • Clock Display: Current time

If the lights are off or not displaying the correct LED status, please call 1633 for assistance.


3
I'm encountering a black screen on my TV. What should I do?

Please ensure that the HDMI source on your TV is selected correctly and your fibre TV set-top box is powered on. Disconnect the HDMI cable and reconnect to try again.

If the issue persists, try to connect using another HDMI cable to determine if it is a faulty cable issue, or attempt to switch to another HDMI port on your TV set.


4
There's no picture/no signal. What should I do?

If only selected channels are not displaying pictures or have no signal, check if these are affected by a Sun Outage.

If not, try these troubleshooting steps:

  • Ensure that the correct HDMI port is selected on your TV.
  • Check the power LED on your set-top box. If the LED is green, power off and on to reboot the device.
  • If the LED is not green, check if your set-top box is on standby mode by pressing the StarHub remote.
  • If the issue is not resolved, try to replace the HDMI or RCA cable. If you don’t have a spare cable, try to use a different port on the TV (HDMI 1, HDMI 2).

5
There's no audio coming out of the TV. What should I do?

You can try to do the following troubleshooting steps:

  • Check both the TV remote and StarHub remote if the audio is on mute.
  • If you’re using an external speaker (e.g. soundbar, Bluetooth speaker), remove the device and check if the issue is resolved.
  • If you’re not using an external speaker, try to use a different HDMI or RCA cable from what’s currently in use. If you don’t have a spare cable, try using a different port on the TV (HDMI 1, HDMI 2) if available.
  • Power off and on your fibre TV set-top box.

6
I have issues using the remote control. What should I do?

First, make sure there are no obstructions between the remote control and the set-top box. Remove the batteries and re-insert them, then try using the remote control again.

Check if you can change the channels using the buttons on the set-top box. See if the “battery low” indicator on the remote is lit. If yes, replace the batteries and try again.

If the issue persists, you may have the remote exchanged at any of the StarHub shops below:

  • Plaza Singapura
  • NEX
  • Jurong Point
  • Tampines Mall

Do note that if there’s any physical damage on the remote, a corresponding fee will be charged for the replacement unit. Delivery is also not available for replacement remote controls.