PVN Repair Requests

PVN is all-digital. In order to view the PVN channel lineup, your TV MUST have a ClearQAM tuner. If you are certain your TV has a ClearQAM tuner but you are still having issues, try these steps:

I'm not getting any channels!

Run a fresh Channel Scan on your TV; this might be called Auto Program or Auto Tuning on your TV. Also, make sure of the following:

  • * The RG6 quad-shield cable (available from your College House or many retailers) running from your PennNet wallplate to the TV is connected properly at both ends.
  • * Your Channel Scan is set to CABLE/Standard, and you are searching for DIGITAL channels.
  • * If your TV cannot view QAM channels, you will need a new TV with a ClearQAM tuner, or a separate tuner box.

If a fresh Channel Scan does not solve the issue, you may need to check one or more of the following:

  • * Make sure your cable is tightly and properly secured to both the PennNet wallplate and the TV. Use a screw-type connector; a push-on connector is not secure enough to receive the full PVN digital signal.
  • Push-type cables are badTwist-type coax works best
  • * If you are running your cable through any additional equipment (such as a game system, speakers, or amp unit), remove that device(s) from the connection, and plug your cable directly into your TV. Run a Channel Scan again. If your signal comes through when not running through additional devices, the issue lies with the intervening hardware or cables.
  • * If your Channel Scan reveals old or outdated information, erase your TV's channel memory. For example, Vizio and Vizio Smart TVs have different steps from the Sony Bravia systems. Generally, you can erase your tuner's channel memory by doing the following:
    • 1) Unplug the coaxial cable running from the PennNet wallplate your TV.
    • 2) Run a Channel Scan on the ANALOG setting, as well as the CABLE setting. If this does not clear the TV's channel memory, you may need to manually delete those channels.
    • 3) Plug in the coaxial cable running from the PennNet wallplate to your TV again.
    • 4) Run a Channel Scan on the CABLE/STD setting (with Digital channels, if that step is necessary).
  • * If your Channel Scan is skipping channels, try manually tuning to that channel using your TV's remote control.
  • * Some TVs require a special "unlock" code.
    In the case of Element brand televisions: if you see AIR/CABLE/QAM in the Channel Menu, that means the TV has a QAM tuner; if you see only AIR/CABLE in the Channel Menu, the TV does not have a QAM tuner and you will need an external tuner box to receive PVN channels on your TV. If QAM is an option in the Channel Menu, select it and enter the Element code 31415; this should enable the QAM tuner. From here, complete the rest of the general TV setup options.

If you were receiving PVN's digital lineup and it suddenly goes out, it could mean:

  • * Signal is down to you. Check with a friend to see if their PVN signal is still up, or if their signal is out, too.
    • - If your friend's PVN signal is still active, it may be an issue with your PVN wallplate or line. Contact us at video@isc.upenn.edu with the following information:
    • * Your name or PennKey name
      * Your Building
      * Your Room Number
      * Your PennNet wallplate ID (located under your cable wall jack; looks like GRT 111-1-v1)
      * Your issue and any troubleshooting steps you may have already taken.
    • - If your friend's PVN signal is out, as well, it may be an issue with your building feed, or with the channel itself. Contact us at video@isc.upenn.edu to let us know where you're seeing the issue.

One - or more - of the PVN channels is down!

When a PVN channel goes down - meaning, the same channel is down for you, your friend across the hall, and your other friend across campus - that is usually caused by a hardware malfunction in our main facility. Send an email to video@isc.upenn.edu with the appropriate channel information as soon as you notice: while our equipment does tell us when something goes wrong, technology isn't as reliable as our viewers' eyes!


My entire floor/wing/house does not have PVN signal!

When a section of a building or campus loses PVN signal, this is often related to construction or infrastructure issues. Sometimes, this is a planned outage (refer to our Twitter feed or Facebook page for those notices, linked below), but sometimes not.

If your PVN service suddenly goes down, send an email to video@isc.upenn.edu with your location information as soon as you notice. We rely on our users to inform us when their building or area goes down, so we can alert the proper authorities as soon as possible.


I need to buy a new TV! Help!

If your TV cannot view QAM channels, you will need a new TV with a ClearQAM tuner, or a separate tuner box. See our TV setup page for notes regarding different TV manufacturers.


Contact us

Penn Video Network


3650 Chestnut Street
Suite 111
Philadelphia, PA 19104

View On Map
(215) 898-4336 (89-VIDEO)

connect with us

Twitter On Twitter
Facebook On Facebook
YouTube On YouTube