Frequently Asked Questions

Need help setting up your remote or tv?

 What's Your Question?

Q: Why won’t my TV tune to the correct channel?
A: Make sure you are using the correct remote. Look for the label on the back of the remote.
 
Q: Why can’t I get on/off and volume to respond?
A: The remote requires line of sight for power and volume adjustment. Channels can be changed without having line of sight.
 
Q: Why do I only see a black screen when I am on a music channel?
A: Currently your music channels are audio only, with no video feed. In the future you will be shown song information when tuned to a music channel.
 
Q: Why are parts of the programs shaded in the Interactive Program Guide?
A: Shading on a program listing indicates how much of the program has already aired.
 
Q: Does my house have to be re-wired to receive this new service?
A: No. We will need to do some work on the outside of your house, but the existing telephone lines should be all that is needed to receive the digital video service. We’ll provide the coaxial cable to connect the TV’s to the Gateway.
 
Q: Can I continue to use my high-speed DSL modem since I already have ADSL?
A: No the two technologies aren’t compatible. We will pick up your old DSL modem and connect your PC to your new service.
 
Q: Why do R- and X-rated movies still show without requiring a password if I used parental controls to lock out PG-13?
A: When you lock out programming based on ratings, it only locks out programs specific to the rating(s) you choose. It does not automatically lock out more mature ratings. You must specifically lock all ratings and/or content you don’t want others to see without knowing the password.
 
Q: Why can my kids still watch R-rated movies on their TV if I set up parental locks on my TV?
A: You must set up parental locks on each TV individually. Also, you should lock out on your child’s TV set the channel that your TV is programmed or tuned to.
 
Q: How can I watch something I have locked?
A: Whenever anyone tries to watch a locked program they are shown a black screen with text telling them the program is locked. To unlock the program you can press SELECT on your remote, and then enter the password.
 
Q: Why are the program listings different colors?
A: Each category of programming is associated with a color in the Interactive Program Guide: Basic, Children, Movies, Sports, and Locked.
 
Q: How do I stop Caller ID from showing up when I record a program?
A: From the Telephone Services menu, use Set Up Caller ID to change the duration of the on-screen notification.
 
Q: How do I get off this Screen?
A: Press EXIT on your remote to close any screen and return to TV.
 
Q: Will on-screen Caller ID show when I am playing a tape?
A: No. The on-screen notice only appears when you are watching TV. However, the entry will still show up in the Caller ID Log.
 
Q: If my phone service is disconnected, will that also cut off my video?
A: Not necessarily. Although your video, voice and data service all come over the same wire from the same provider, they may not all be disconnected at the same time.
           
Q: Why doesn’t the channel change when I enter a channel by number?
A: Either you are entering a channel that doesn’t exist, or you are not waiting long enough for the system to respond. When you enter a channel using the keypad on your remote, the system waits a second or two to make sure you are finished.
 
Q: Do I have to buy a new box if my service is updated?
A: No. However, you may have to reset your parental locks.
 
Q: Can I order as many pay per view programs as I want?
A: No. There is a limit for the number of pay per view programs you can purchase each month as set by your service provider.
 
Q: Why can’t I order this pay per view program?
A: You must purchase any pay per view program within the first few minutes after it begins. You can also preview the program for a few minutes before you are required to pay for it. The exact specifics depend on the service provider and these time issues are programmable.
 
Q: Why did my TV suddenly change to another program?
A: An Automatic Tune or Automatic Record has been scheduled.
  
Q: My receiver was unplugged. Now what do I do?
A: Plug the system in again. It may take up to five minutes for settings to be restored.
 
Q: I forgot my password. Now what do I do?
A: Your service provider can clear your password. This will also clear all your parental lock settings, so you will need to re-enter any that you had set.
 
Q: Can I have more than two TV’s connected to my Residential Gateway?
A: Yes, using a splitter. However, you will only be able to see two programs (when only offering two-streams) at any one time. Each phone line and Residential Gateway supports only two independent video streams.
 
Q: Why do I keep seeing snow or some other program at the beginning of each recording when I tape at TV-2 or TV-3?
A: On TV-2 or TV-3, if the time shown on the VCR and the time shown on the Residential Gateway is not in synch, then any recording you do using the Automatic Tune method will cause recording to start to early or to late.
 
Q: Why cannot I not record unless my TV is on or it records on the default channel when turned off?
A: Once you have setup your recording, turn off the TV using the power button on the TV or the power button on the remote that came with your TV. Do not use the Green Power Button on the Residential Gateway Remote.  This may shut off the video stream to the Residential Gateway. When turning the TV back on, use the same button you used to turn it off.
 
Q: Why does my screen go black for a while whenever I start to automatically record a PPV movie? Am I missing any of the movie?
A: You will not miss any part of your movie. It is normal for the screen to black out for a minute or two while the Residential Gateway makes all the necessary settings to begin your automatic recording.