What do I do if my EPICO 4K Box is having issues playing a program?

Article author
Cogeco support
  • Updated

If you are having playback issues with your EPICO 4K Box, such as the video freezing, this may be due to a poor signal to the box. Please try the steps below.

Restart the EPICO 4K Box

  1. Disconnect the power cord from the back of the EPICO 4K Box.
  2. Wait a few seconds.
  3. Reconnect the power cord.

Check Wi-Fi speed and quality.

  1. From the EPICO menu, go to Apps and open the analiti app.
  2. The app will start running a Quick Test automatically. 
  3. When the test is complete, there should be a green checkmark under 1080 FHD, and also under 4K UHD if your TV supports 4K.
    • If the test passed but you are still experiencing playback issues, please contact Technical Support.
    • If you do not see checkmarks for the formats you are using (e.g., 1080p or 4K), please refer to our article on optimizing your wireless network.
    • If your EPICO 4K Box is close to your modem or Wi-Wi Pod, you can also connect directly using an Ethernet cable.

Still not working?

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All DERY and Axion accounts will be integrated into Cogeco’s system.

Over the coming months, we’ll be integrating each account covered by DERY and Axion over into the Cogeco system. Learn more about the integration and how you’ll be impacted.



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