If you are experiencing an issue with EverPass programming on Spectrum TV Control Pro, use the guidance below to decide whether to contact EverPass Support or Spectrum Support.
Contact EverPass Support
Contact EverPass Support when the issue appears to be specific to EverPass events, including:
- An EverPass event you expect to receive is not showing in Spectrum TV Control Pro.
- An EverPass event appears but is not streaming correctly.
- Your TV is unable to tune to a specific EverPass event.
- Multiple EverPass events appear to be unavailable or affected.
Contact Spectrum Support
Contact Spectrum Support when the issue is not specific to EverPass programming, including:
- Non-EverPass channels or events are also affected.
- You are experiencing broader streaming or playback issues.
- Spectrum TV Control Pro is not loading or functioning normally.
- Your TVs are having general tuning or connectivity issues.
- You are experiencing an issue with the Spectrum TV Control Pro device itself.
Spectrum Support can troubleshoot Spectrum TV Control Pro and coordinate with the device provider when needed.
If an EverPass event is not showing
Contact EverPass Support. We can verify whether your EverPass programming has been set up correctly and whether the event is included with your account.
In some cases, we may ask you to contact Spectrum Support if we have not yet received your order information from Spectrum or if the event is not included with your current programming package and you believe it should be.
If an EverPass event is not streaming correctly
Check whether the issue is limited to EverPass programming. If other Spectrum channels or non-EverPass events are also having streaming issues, contact Spectrum Support. If the issue appears limited to one or more EverPass events, contact EverPass Support.
If your TV is unable to tune to an EverPass event
Check whether the issue also affects other Spectrum programming. If your TV is having broader tuning issues, contact Spectrum Support. If the issue appears limited to EverPass events, contact EverPass Support.
What to provide when contacting EverPass Support
- Business or organization name
- Location experiencing the issue, especially if you have multiple locations
- Spectrum TV Control Pro device serial number
- Spectrum customer ID, if available
- Name of the EverPass event you were trying to access
- What you were trying to do
- What happened, such as event not appearing, a blank or frozen screen, playback error or the TV being unable to tune to the event
- Any error message displayed
- Approximate date and time the issue occurred, including time zone
- Whether the issue is still occurring or has resolved
- Number of TVs or locations affected
- Screenshot or video of the issue, if available
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