Frequently Asked Questions > Cable TV Service
- What do I do if the picture on the TV screen is distorted?
- Reconnect any loose cables—but only using your hand and not any other tools. Verify that your TV is tuned to Channel 3 or 4.
- Why am I getting bad reception or unable to access my digital music channels?
- Make certain that the set-top box is connected directly to the cable outlet and that you aren’t using a splitter. If you are still experiencing problems, check the rest of your cable connections.
- What do I do if my Interactive Program Guide is frozen?
- Reset your set-top box. Unplug the box, wait a few seconds and then plug it back in. Please note, it may take a few minutes for the software to update and the IPG to become operational again.
- Why won’t my set-top box turn on?
- Your set-top box may be updating. Wait a few minutes and try it again. If that doesn’t work, make sure that the power cord is plugged in and that the outlet is working. Finally, turn on the set-top box manually by pushing the power button on the front instead of using your remote (batteries in remote control may be dead).
- Why doesn’t the remote control work?
- Make sure that the remote control is in CABLE mode by pushing the CBL button. Remove any obstructions between the remote control and the set-top box. Check the batteries in the remote control and install new batteries if necessary.
- How do I find out what channels my favorite networks are on?
- Refer to the IPG booklet for complete instructions on how to create a Favorites list.
- What should I do if I’m going to move?
- Before you move, give us a call and we’ll determine if you are moving within our service area.
- Why can I see a picture, but can’t hear any sound?
- First, make sure the MUTE button hasn’t been pressed. To turn the MUTE feature off, press the MUTE button on that particular component again. Also try turning the volume up. Finally, verify that the cables attached to the AUDIO INP UT JACKS on the back of your set-top box and your TV or home theater system have been properly attached and are tight.
- What do I do if there is no video picture on the TV screen?
- Make sure that both your TV and set-top box are powered “on.” Next, check that your remote is set to the appropriate input source and that you are tuned to an authorized cable channel (if you’re not sure, try turning to a channel you know that you get). Finally, if your TV or set-top box is connected to a home theater system, make sure that the home theater system is powered on, too, and that the cables are correctly connected. If any cable connections are loose, hand-tighten them.
- Will I need a separate digital set-top box for each of my TVs?
- No, not to receive Basic or Expanded Basic Packages. However, you will need a separate digital set-top box for each TV you’d like to receive digital services on (such as Pay-Per-View, premium movie channels, etc.).
- What equipment do I need to order Pay-Per-View programs?
- All you need is a digital set-top box and a remote control. Some areas require a call to the main office.
- How much does Pay-Per-View cost?
- The cost of Pay-Per-View programming depends on the type of programming selected. Pay-Per-View Movies are comparably priced to the fees that your local video rental store charges.
- Can I place Parental Control blocks on Pay-Per-View programs, too?
- Absolutely. Please see the Parental Control section of the IPG booklet for more details.
- May I record Pay-Per-View programming onto my DVR?
- Select Pay-Per-View programs can be recorded on your DVR.
- Do I really need an HD set-top box?
- If your HDTV has a built in HD tuner, you may be able to receive your local channels in HD over-the-air without the need to have an HD set-top box. But in order to receive premium movie channels in HD or other HD programming, you must have an HD set-top box.
- If I get an HD set-top box, will all of my programming be in HD?
- No. Only programming that is produced in HD and is delivered via an HD-specific channel is shown in HD. Refer to our channel lineup for a complete list of HD channels.
- How many hours can I record on my DVR?
- The size of your DVR’s hard drive and type of programming will determine how much you can record. For instance, a DVR with a 120GB hard drive can record up to 80 hours of standard-definition TV, but only 20 hours of HD programming. For information specific to your particular DVR, please refer to our Web site.
- How many programs can I schedule to record onto my DVR in the future?
- You can schedule as many recordings as you want—within limits. Most dual-tuner DVR models are able to record two programs at the same time. You can also only record based upon the available space left on your hard drive.
- Can I watch one show on TV while I record another on my DVR?
- Yes, if you have a dual-tuner DVR. You simply set up one program to record on one hard drive and then “swap” to tune to the other. If you want to watch something different and still record two shows, you can watch a previously recorded program from the DVR.
- How long can I keep my DVR recordings?
- As long as you like, but space is limited by the size of your hard drive.
- When my DVR hard drive is full, will the DVR automatically delete my recordings?
- Only if you have your settings configured that way. You can ensure that certain recordings aren’t deleted by designating that those programs can only be deleted manually.
