Service and Support Information
If you are experiencing a problem with any of our services please contact us at 1.800.388.6577 or email us at Customer Support or fill out this Online Form to report a problem. Please be advised that e-mail may not be the best way to report a problem with your service! Please call our office to get prompt service for a service problem. Thank you.
We provide our customers with a wide range of support services; including a 24/7 call center, qualified technicians, and solid networks. Our services are designed to provide each customer with the necessary support, guidance and execution required to resolve any issues and to deliver a quality product.
Billing and Payments
Your monthly cable bill not only gives you a listing of your charges, payments and credits, but it may also contain special messages concerning rates, programming and other services. Take time to review your bill to make sure your name and address are correct. You generally will be billed at the same time each month.
Your first statement will include a monthly charge ( may be prorated) for the upcoming month. It may also include your installation charge. Please review our Billing Policy for more information.
Also...
- Please be sure to remember your payment due date.
- Please include any written requests in a separate letter to your cable company.
- All prices for services may be subject to applicable franchise fees and taxes.
- Please review all material provided to you when your service was installed.
Troubleshooting tips.
Before you call....
Make sure that your TV set is "on" and most likely set to Channel 3 or in some areas the TV may be set to channel 2 or 4.
Check the batteries in your remote control to confirm they are good.
Make sure the power switch controlling electricity to your TV is "on." (If not, wait 20 minutes for the converter to reprogram once you turn the power back on.)
Switch your television remote control or A/B switch device to the "Cable" or "CATV" position and the switch on your VCR is in the "TV" position.
If you have more than one cable outlet in your home, determine if the problem is on all TV sets. If not, the problem may be with your television and not the cable service.
Verify that the Cable/Antenna or CATV/Ant switch on the back of your TV is set on "Cable".
Confirm that your power cords are in good condition.
Check to see if the power is still on and other electrical appliances are working. If not, there may be a temporary power interruption in your home.
Securely tighten the cable connectors in the back of your TV and modem.
Does the reception problem occur on all channels? If it is only on one channel, it is likely a temporary station problem.
If no picture or no sound, check your power connections. If still no picture, you may have a TV set problem.
Check your channel line-up card to make sure you're on a channel that offers programming.
That all connections are tight (a one forth turn past finger tight).
Before severe electrical storms arrive you should unplug your TV set and cable converter to avoid damage. Your cable company and set manufacturer are not responsible for damage that occurs due to acts of nature. It is recommended that a surge protector be installed and your TV and cable box be plugged into the protector.