Q. What exactly is Digital Cable?
A. Digital Cable is a technology that delivers brilliant picture and sound quality to your house without a dish or antenna on the outside of your home or apartment. It delivers information, entertainment and music to your home.
Q. Does every TV in my home need a separate cable box?
A. Yes! Having a box for each TV allows you to access the complete digital lineup. Without a separate box for each TV, you cannot access the features like pay-per-view and the on-screen guide providing information about each show. It is possible to get channels without a box, but it is not the full lineup available to you.
Q. Do I need a Digital Television to get digital cable channels?
A. No! Your cable service includes a Digital TV box that allows your television to receive the digital signal. You can continue to enjoy your current television without the expense of a new digital version.
Q. What’s the difference between Digital TV and satellite service?
A. Weather plays an important role in the signal quality you receive from satellite service. Rain, snow and heavy winds can interrupt the programming you are watching. Cable is not affected in this way. Satellite services require you to buy equipment from them. Cable companies own the equipment you are using so if the equipment is outdated or needs to be replaced, you do not have to buy all new equipment.
Q. How do I start watching TV?
A. You’ll see a welcome screen after you receive the new Guide update. It’ll walk you through the new guide setup. Press OK/Select on your remote to get started, then follow the on-screen prompts and watch the Get to Know introduction video. After watching the video, press OK/Select on your remote to start watching.
Q. How do I use this guide?
A. The new Guide Interface makes finding something to watch, easy, interesting and fun. When you press Menu on your remote, you’ll have access to the following options:
Search: Find a specific program by entering the first few letters of a network, title, keyword or an actor’s name.
Guide: Find program listings, view program descriptions and more!
My Library: See your recently viewed programs, favorite channels, Watchlist and more.
TV Shows: Browse TV episodes On Demand.
Movies: Choose from thousands of Movies available On Demand.
Video Store: View titles available to rent On Demand.
Settings & Support: Manage closed captioning, parental controls, audio and video settings and more.
Q. How do I filter or sort of specific programming in the Guide?
A. The new Guide Interface offers Filter and Sort options that allow you to easily find programs in the guide. Press A on your remote to open Guide Options, scroll down to Filter & Sort Channels and then press OK/Select.You can then choose to sort channels alphabetically or by channel number.
Also, you can filter the Guide to display specific programming, such as your Favorites. Learn more about managing your Favorites.
Q. How do I find HD channels?
A. You can enable Auto-Tune to HD in the Guide Settings options. When this feature is turned On, the Guide automatically tunes to the HD (high definition) version of a channel if an SD (standard definition) channel is selected (when available).
Q. How do I access On Demand content?
A. On Demand content is broken into three categories: TV Shows, Movies and the Video Store (for On Demand rentals). Use the On Demand button on your remote or tune to Channel 1 in the Guide to access On Demand programming. You can also open the Guide Main Menu to browse available On Demand titles: Press the Menu button on your remote. Use the arrow buttons to highlight TV Shows, Movies or Video Store, and then press OK/Select. Note: You can filter On Demand results to show only TV Shows and Movies that are included with your subscription, or expand the list to show programs available in other subscription packages and rentals. Just change “Included with” to “My Subscriptions” just above Top Picks.
Q. What is an On Demand PIN and how do I change it?
A. On-demand Lock lets you restrict or allow access to On Demand programming by setting a PIN. If you don’t know your PIN or if you haven’t created one yet, you can try entering 0000 or 1234 as the default.
Q. Where are my program reminders (timers)?
A. Program reminders are not currently available in the new Guide Interface.
Q. What is a Watchlist?
A. Your Watchlist is saved in My Library and displays all of the On Demand titles that you’ve saved for future viewing.
Q. How do I set up the Guide Narration feature?
A. This feature enables audible navigation support. There are three ways to access Guide Narration:
Press A on your remote, then 3 and then OK/Select.
Press A, scroll down to highlight Guide Narration and then press OK/Select.
Press the Menu button, then scroll to Settings & Support and press OK/Select. Highlight and select Accessibility, then navigate to Guide Narration and press OK/Select.
Q. How do I add or remove Closed Captions?
A. You can turn Closed Captioning On or Off in Settings & Support.
Q. How do I change my settings in the new Guide Interface?
A. You can manage your settings for the new Guide Interface in the Settings & Support menu.
After making changes to your settings, press Guide to exit the Settings & Support menu and return to live programs.
Q. What Parental Control options do I have, and how can I change them?
A. The new Guide Interface offers many Parental Control options for blocking certain programming by channel, rating or content. You can also restrict access to On Demand programming with the On Demand Lock feature, or set Purchase Limits for Video Rentals.
Parental Control options can be found in the Settings & Support menu.
Q. What if my Receiver shuts off automatically?
A. As an energy saving feature, your receiver can be set to automatically power off after 4 hours of inactivity. To turn this feature off, go to Settings & Support > Preferences > Digital Receiver > Power Settings.
Q. How do I change the picture size on my TV?
A. If the picture size is too big or too small for your TV screen, you can adjust the Aspect Ratio under Preferences in Settings & Support. You can adjust how Standard Definition (SD) and High Definition (HD) programming displays on your TV.
If the picture is still hard to see:
Adjust the Guide Background Color: You can switch between the Light Guide(better for brightly lit areas) or a Dark Guide (better for dim lighting).
Select the Video Format or resolution that best fits your TV.
Q. How do I set my Receiver to display the time?
Note: Not all receivers have a front panel display.
A. You can change the Front Panel Display on your receiver to show the current time, channel or nothing. The Time Display can be set to a 12 Hour Clock (e.g. 9:30 PM) or 24 Hour Clock (e.g. 21:30). You can also adjust the Front Panel Display Brightness.
Q. What if I’m missing channels?
A. If you’re missing channels, it’s possible your Guide settings need to be adjusted. You can adjust your channel filters in the Guide by using your remote control.
You can also check your Parental Controls to see if Adult Titles are hidden from the Guide or if certain programming is blocked.
Q. What if I have no or low audio?
A. There are two audio settings that could be affecting your volume: Stereo Audio and Audio Output. You can adjust your Audio settings in Settings & Support. Learn how.
Q. What if programming is playing in the wrong language?
A. This may be due to the Secondary Audio Programming (SAP) feature. You can set your language preferences to address the problem
Q. How can I learn more about the new Guide Interface?
A. Tune to channel 2400 or press Menu on your remote control, then navigate to Settings & Support > Support > Support Videos to watch helpful videos right on your TV.
Q. What is the FREE TV App?
A. Watch your favorite shows and movies with the FREE TV App while on the go at no extra charge. Choose from a wide selection of channels on your tablet, smartphone or smart TV. Watch Live TV and On Demand, browse Guide listings, set up DVR recordings and much more.
The FREE TV App gives you more choices for watching your favorite programs.
The FREE TV App is available on:
- Android devices
- Amazon Kindle Fire devices
- Xbox One
- Samsung Smart TVs (2012 and newer models)
- Most streaming players and tablets
Q. What are TV Channel Apps?
A. TV channel apps make life easy by allowing you to watch your favorite TV channels on your smartphone or tablet. So you don’t need a TV to watch live TV or On Demand. Are you already subscribed to HD Cable TV? Make sure you sign in using the same username and password for the TV channel app (i.e. ABC app).
Q. How do I get these apps?
A. You can download the FREE TV app and many other TV channel apps (e.g. ABC, WatchESPN, or CNN) from your device’s app store.
Q. What do I need to use these apps?
1. Activate your HD Cable TV subscription. (Select your provider after downloading and opening the app.) Note: Your TV channels will vary based on your subscription level. 2. An Internet connection 3. Sign-in details (username and password) 4. A supported mobile device or streaming device
Q. What do I do once I have the app?
1. Open the app on your device. 2. Select your cable provider when prompted. 3. To begin watching TV on the app, sign in using your username and password.
Q. How do I manage parental controls settings for TV channel apps?
A. Your parental controls settings from your HD Cable TV won’t carry over to TV channel apps. If you want to apply or manage parental controls for a TV channel app, use the Settings or Preferences menus within the app. Note: Not all TV channel apps include the ability to set parental controls.
Q. Can’t Access On Demand on Some Networks
A. You’ll only have access to VOD content that you currently subscribe to with your HD Cable TV service. For instance, if you’re trying to access content on a premium channel like HBO, Cinemax, Showtime, The Movie Channel, Starz or Starz Encore, you must subscribe to these with your HD Cable TV service to have them available in Video On Demand.
If you’re having trouble viewing VOD content for channels you subscribe to, try the general troubleshooting steps listed above.
Q. Can’t Fast Forward On Demand
A. Due to programming restrictions, certainly On Demand content can’t be fast-forwarded.
Q. Can’t Record VOD
A. Video On Demand program recording is not allowed. You can only watch a Video On Demand program during the rental period for the program.
Q. No On Demand Button on Remote
A. Access VOD directly by tuning your receiver to Channel 1.
Q. What is Transactional Video On Demand (TVOD) Feature?
A. With Transactional Video On Demand (TVOD) feature, you can rent On Demand video from any supported device, including smartphones, Xbox One, and Roku streaming devices. You can also watch any available content on your TV through your Receiver (cable box).
Q. How long can I access/view/watch On Demand purchases?
A. Once you purchase your On Demand rental, you have a maximum of 48 hours to enjoy your rental.
Q. If I rent/purchase On Demand content on one platform, can I watch the same content on another platform?
A. Yes, you can! Content purchased on one platform will be available to watch on every device associated with your account, including your Receiver.
Q. How do I control which users on my account can rent or purchase On Demand content?
A. You can set up a Purchase PIN if you want to control which users can order On Demand content.
Q. Where can I find On Demand purchases appear on my bill?
A. Your purchases will appear in the TV section of your bill, along with any other one-time or monthly HD Cable TV charges.
Q. How can I tell the difference between free On Demand content and content that I have to pay for?
A. You will see a price (and expiration date) listed next to the On Demand content that you have to pay for.
Q. If I buy an On Demand video by mistake, but don’t watch it, can I return the content or get a refund?
A. We’re sorry but, rentals and purchases are final at this time, even if it was made by mistake. Please double check before finalizing your purchase.
Q. Why are some On Demand titles only available for purchase, and not available for rental?
A. Title availability is subject to content licensing agreements. Each available title will include an expiration date so you can see how long the content will be available.
Q. On Demand Unavailable
A. Due to traffic on the On Demand platform, On Demand may be unavailable for a short period of time. Please try accessing On Demand again in a few minutes. If you continue to experience issues, try the general troubleshooting steps listed above.
Q. Scrambled Picture/Digital Tiling
A. If your picture is experiencing scrambling or tiling, stop the VOD movie/program and try restarting it from the beginning. If you continue to experience issues, try the general troubleshooting steps listed above.
Q. Is High-Speed Internet access compatible with both PC and Mac?
A. Yes. High-Speed Internet will work with a PC or a Mac.
Q. Can I get high-speed Internet without cable TV hooked up?
A. Yes. You can order stand alone high speed Internet service. However, you can save money by bundling services together! By bundling, you will get more great services for your home at big savings!
Q. Is it possible to watch TV and surf the Internet at the same time?
A. Yes! The network was built with convenience in mind. The services can share the same line and not interfere with each other.
Q. Why is my broadband connection dropping?
A. There are a number of checks to make when troubleshooting as to why your broadband connection is dropped. Some suggested actions or reasons are listed below.
- Change your broadband micro filter
- Plug the broadband router in the BT master socket
- Faulty broadband router
- Check if there is a dial tone on your telephone. If not, contact your telephone line provider and request that they run a line test
- If your device is having trouble connecting the wireless, change the wireless channel on your router
Q. How will I be billed for Internet?
A. Proforma invoices are sent via email to customers every month. There will be 30 days for payment to be made for Internet by the customer. If you have set up a Direct Debit and wish to cancel all invoices being sent to you please contact Customer Services.
Q. Do I have to pay for the Security Suite software?
A. Security Suite is included with your Internet subscription at no additional cost
Q. Does Security Suite protect my computer from spyware?
A. Security Suite uses real-time spyware scanning, which is enabled by default. It’s integrated to the antivirus protection to help protect your computer from malicious software. You can also run a separate manual scan for spyware.
Spyware programs collect your personal information. Spyware may collect personal information, including:
Internet sites you’ve browsed.
Email addresses from your computer.
Passwords or usernames.
Credit card or bank account numbers.
Q. Does Security Suite work with other antivirus or firewall products on my computer?
A. No. You can’t have two antivirus products from different vendors installed on your computer. Security Suite automatically detects and removes your old antivirus and firewall products during the installation. You can also manually remove any other antivirus or firewall products before installing the product.
Q. Can I take calls while using the high-speed Internet connection?
A. Yes, This high-speed Internet solution doesn’t use a telephone line and will not interfere with phone calls.
Q. What is phone service from a cable provider?
A. Phone service from your cable provider is a new technology that allows you to make calls over the data network of your cable operator. With this technology, you are able to keep your current phone number and phone. You will also be able to get calling features like voicemail, call waiting and more!
Q. What is VoIP OR Voice over Internet Protocol?
A. Voice over Internet Protocol is a technology developed to send calls over existing data networks. While some services use the Internet for call transmission, cable companies use a separate network to give you a far superior connection.
Q. What is the difference between phone service from my cable provider and traditional phone service?
A. Digital phone service is designed to save you money over traditional phone service without sacrificing any of the aspects of your current phone service. You can keep your current telephone number and phone. You can also take advantage of your favorite calling features like caller ID, call waiting and voice mail. You can save even more money by bundling this service with cable TV and Internet services. You’ll have three great services on one convenient monthly bill.
Q. If I subscribe to phone service through my cable provider, will I still get services like Call Waiting and Caller ID?
A. Yes, You can still get your favorite calling features. Popular features include Voice Mail, Call Waiting, Caller ID, Call Waiting with Caller ID, and Three-Way Calling.
Q. If the power goes off, would there be any phone services?
A. No. Phone comes through internet line.
PAYMENT AND BUYOUT
Q. What is required of me for Contract Buyout?
A. We require that every customer submit the Contract Buyout form as well as the last bill from the previous provider, which clearly shows the Early Termination Fee.
You must install and actively maintain triple play through redemption process. If triple play is not available, all available services in the area must be active.
The redemption process is defined as the period of time:
From – When Customer sends in required documentation.
To – When Customer Receives Check.
Please make sure to have your name and address on the previous provider’s bill.
You cannot have had Video service within the last 30 days.
Bank statements are not eligible.
Your account must be current for the Contract Buyout to be completed.
Some providers first send a notice stating your debit/credit card will be charged on a specific date, we cannot accept this. On your next bill, will receive your itemized Early Termination Charges. Some providers may take up to 30 days after sending that notice.
Q. Where can I find my previous provider’s early termination fee for submission?
A. You will find the early termination fee (ETF) listed among the charges on your bill. When submitting your form and previous providers’ bill, please ensure that the Early Termination Fee/Cancellation Fee is clearly listed to indicate the amount that was charged by your previous provider. Bills without the ETF/Cancellation Fee clearly shown will not be accepted.
Q. There are no ETF Charges on my final bill. What can I do?
A. Depending on the provider, ETF Charges may be on the bill before your final statement or on a bill that arrives after your final statement for your services. If you do not see those charges on your bills, please ask your previous provider to send it to you.
Q. When can I expect to receive my check?
A. When you submit your information to the Contract Buyout Team, your information goes through a verification process, which can take up to 5-7 business days. After approval, your check will arrive within 10 business days.
Q. Can the check be mailed to my previous provider?
A. No. The Contract Buyout Check will be sent to the person whose name is on the account.
Q. Can funds be deposited directly into my account?
A. No. The Contract Buyout Check will be sent to the person whose name is on the account.
Q. My previous provider charged me more than $500.00 to disconnect my account with them; will the entire amount covered?
A. The Contract Buyout program covers your early termination fees of up to $500. Some providers might charge more than that to disconnect your account. In such a case, you will be covered up to $500.00.
Q. Are wireless providers/subscription TV services covered under the Contract Buyout Program?
A. No. Wireless providers/subscription TV services of any kind are not eligible for Contract Buyout. The Contract Buyout program reimburses customers who previously subscribed to comparable levels of services. Cell phones, mobile hotspots, jetpacks and subscription TV packages such as Hulu, Netflix and Amazon video are ineligible.
Q. Are taxes and additional fees covered under the Contract Buyout Program?
A. Only Early Termination Fee is reimbursed. No additional taxes, service fees, return equipment fees, or other charges will be reimbursed.
Q. Will I be eligible for Contract Buyout if I have more than one provider, for i.e. video service with Direct TV and Internet with AT&T UVerse?
A. Yes, you can have multiple providers’ understanding that the combination of both cannot exceed $500. You must follow all of the eligibility rules, including providing a copy of the bill from each provider with the Early Termination Fees clearly displayed.
Q. Do I qualify for the Contract Buyout offer more than once?
A. No; customers are only eligible to receive one Contract Buyout redemption during the life of the account.
Q. I completed my contract and therefore do not have an Early Termination Fee. What can I do?
A. Unfortunately, we can only reimburse Early Termination fees. We will not reimburse final charges upon canceling your previous provider’s service.
Q. What methods of payment are available?
1. Direct Debit: This is our preferred method of payment
To pay by this method, please complete the Direct Debit mandate which will be sent to you following your Internet service going live.
2. Standing Order
Please contact your bank to set up a standing order for your monthly payment for Internet
3. BACS/Online banking
All bank details will be at the bottom of your monthly invoice. Please use the first line of your address and postcode as your reference