Self-Help Troubleshooting

Work through the steps below for common Internet, Basic Cable, and DISH issues. If you still need a hand, you can open a support ticket at the bottom.

Check for Outages

See current incidents and ETRs for your property.

View Outages
Speed Test

Use a wired device for the most accurate result.

Run Speed Test
Channel Guide

See what’s included with basic/expanded cable.

Open PDF
Contact Support

Mon-Fri 8AM-4PM For Billing & Accounting • Tech Support Daily Until 11PM on Weekdays & 10AM-10PM on Weekends

Open a Ticket

Internet Troubleshooting

Tip: If your internet is not working, check Outages first. If there’s an active incident, the steps below may not help until it’s resolved.

  1. Power-cycle your equipment:
    • Unplug the modem for 60 seconds, then plug it back in.
    • Wait 3–5 minutes until the US/DS light is solid.
  2. Restart your device (or toggle Airplane Mode off/on) and reconnect to Wi-Fi.
  3. Try a wired Ethernet connection to rule out Wi-Fi issues.
  4. Test two different websites and two browsers and/or a different device. If your internet still is not working and there is not an active outage, you can open a ticket or call us at 515-222-9997.

  1. Run a speed test on a wired device. We cannot guarantee speeds on devices that are connected wirelessly.
  2. Move closer to the Wi-Fi router or reduce obstacles (walls, appliances).
  3. Pause large downloads/updates and disconnect devices that are not in use.
  4. For wireless - Use the 5 GHz band (the 5 GHz band is the regular network if your network name is not specified with a "-5G" option) for better performance and faster speeds if you are in the same room or near your modem; use 2.4 GHz (the 2.4 GHz band is the backup network. If you have a modem that has the "-5G" option, your regular network is the 2.4 GHz band) for longer range.
  5. Powercycle your modem by unplugging it for 60 seconds and plugging it back in. If speeds are still low on a wired test, contact support.

Note: Wi-Fi speeds are typically lower than wired due to interference, shared bandwidth, and distance.

  1. Forget the network on your device, then reconnect and re-enter the password.
  2. Make sure your modem/router is not placed behind objects such as couches or TVs.
  3. Unplug your modem for 60 seconds and plug it back in.

Basic Cable Troubleshooting

  1. Ensure that TV is powered on.
  2. Confirm the TV input is correct (TV/ANT - Note: This may vary depending on the type of TV that you have.).
  3. Finger-tighten the coax at the wall and the TV.
  4. Power-cycle the TV (unplug 15 seconds) and plug back in.

  1. Run the TV’s channel scan (Menu → Channels → Auto Program/Scan (this will vary depending on your TVs make & model)).
  2. Check the Channel Guide to confirm the channel is included.
  3. Inspect the coax for damage and make sure both ends of the coax cable are as tight as they can be, both on the wall as well as on your TV.
  4. If issues continue, open a ticket.

  1. Verify the TV volume isn’t muted and the Audio setting is Stereo/PCM.
  2. Try a different HDMI cable/port if using an HDMI-to-coax adapter.
  3. Power-cycle the TV.

DISH Troubleshooting

Applies to Customers Who Have a DISH Receiver and Package

  1. Restart from the menu: Press Home on the DISH remote 3 times → Tools → Reset Hopper/Wally.
  2. For DISH receivers that are not either a Hopper or a Wally: Press menu , then option 6 for System Setup, then option 1 for Installation, then option 1 for QAM setup. From the QAM setup screen, set your scan range from 201 to 555, then press scan on the right-hand side.
  3. Power cycle: Unplug the receiver for 30 seconds, then plug it back in. Allow 5–10 minutes to fully reload.
  4. Check the QAM dongle: Verify the dongle’s light is green, the USB is fully seated in the receiver, and the coax from the dongle to the TV is finger-tight.
  5. Verify cables & input: Ensure the HDMI is secure at both ends and the TV is on the correct HDMI input.
  6. Weather/obstructions: Heavy rain/snow or an obstructed dish can temporarily impact service. Service usually returns once conditions improve. If you are seeing this error and the weather is clear, refer to troubleshooting step #1.

This typically indicates the receiver needs to be re-authorized.
  • Please submit a ticket or call us. Customers can’t request re-authorization directly from DISH; Vision Systems will send the hit on your behalf.
  • Leave the receiver powered on for 20–30 minutes after we send the authorization.

  1. Check batteries: Confirm the remote lights up—replace batteries if needed.
  2. Select the SAT mode: Press the SAT button to ensure the remote is set to control the satellite receiver.
  3. Re-pair the remote: Press the SYS INFO button on the receiver’s front panel, then hold or repeatedly press SAT on the remote while pointing at the receiver until you hear the confirmation beep.

  • Software update: Leaving the receiver on overnight can allow updates to install automatically.
  • Overheating: Ensure the receiver has ventilation—avoid enclosed cabinets or stacked equipment.
  • Still having trouble? Open a ticket and we’ll diagnose next steps or schedule service.
Still need help? Open a Support Ticket

Or call (515) 222-9997