Cable TV Support
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Frequently Asked Questions
How do I use my Set-Top box?
Choose the user guide that matches your set-top box brand and model:
Do I have to be home when Metronet's cable installer comes?
An adult 18 years of age or older needs to be present when our installer arrives.
Metronet digital cable offers more choices and better picture quality than analog TV. Metronet
uses digital technology to compress video signals, allowing more than one program to be carried in the bandwidth space normally
required for one analog program. Typically, the signal is sent to the home and decompressed in the set-top box for display on
Metronet digital cable provides a host of new services, interactive television and commercial-free CD-quality music.
Digital television also allows cable operators like Metronet and program networks to offer high-definition television
(HDTV), a movie theater-like viewing experience, complete with Dolby® Digital sound and a resolution of either 1,280 or 1,920
active horizontal pixels by 720 or 1,080 active scanning lines respectively.
How is analog cable different from digital cable?
Metronet's Basic and Classic services are considered analog cable. Analog and digital are electrical terms referring
to the two different transmission formats for electrical information
Analog cable has limited features, while digital cable has a clearer picture, more channels, and more advanced interactive
services, like the on-screen program guide.
What equipment do I need to view Metronet Digital TV service?
Metronet Digital TV requires a digital set-top box. In addition to our standard digital set-top box,
Metronet also offers a digital set-top box with built-in DVR & HDTV capabilities.
Do I need a cable box if my television is "cable-ready"?
Yes. With digital cable a Metronet digital set-top box is required to receive all the programming and convenient
features, like the interactive guide. Metronet will bring the box to your home and set it up for you.
Do I need a set-top box for every outlet?
You will need a set-top box for every set on which you want to view a premium channel or pay-per-view program. If
you only want standard Basic and Classic cable channels, you don't need a set-top box as long as you have a cable-ready
television. Metronet Digital TV customers require a cable box.
Set-top box not operating
If your set-top box will not turn on, try the following tips.
- Verify that the AC power cord is connected to the box and an AC outlet.
- If the set-top box is connected to a powered outlet, verify that the outlet is on.
- Press the POWER button on the set-top box front panel instead of the remote control. The batteries in the remote control may be depleted.
- The set-top box may have received a software update. It may not power on while the new software is being installed. Try again in a couple of minutes.
Here are a few tips to help keep your TV reception in check:
- Make sure your TV and set-top box (or DVD/VCR combo, if in use) are plugged in and all connections are tight. If the outlet is connected to a wall switch, make sure the switch is turned ON.
- Make sure your TV is set to the correct channel or input to match the set-top box. If you use a "cable compatible" DVD/VCR combo as your primary tuning device, make sure your TV is on the proper channel or input to match the setting of the unit.
- Check the other channels to see if the same problem is on more than one channel. Poor reception on only one channel could be a problem at the station or network transmitting the signal. These problems generally are fixed quickly.
- Check the other TVs in your home. If the same problem exists on more than one TV, you can eliminate your TV as the trouble source.
If after following steps 1-4, your picture looks like one of the examples here, you will need to call the Repair Center.
General Tips for Cable Equipment Maintenance
The cable equipment that has been connected to your home carries cable TV signals. Here are a few tips to help keep it operating properly:
- to avoid affecting your picture, do not attempt to relocate or alter your cable equipment.
- Please take safety precautions with your set-top box. Place it on a smooth, flat surface. Air should circulate freely under and around it. DO NOT place anything on top of it. Keep it away from liquids and pets and check to see that the cord is not worn or damaged. To clean, dust lightly with a dry cloth. DO NOT use cleaning fluids, sprays or waxes.
- When plugged into an electrical outlet, it is normal for the set-top box to produce some heat, even when not in use. If the set-top box is unplugged or power to the unit is temporarily interrupted, it may "forget" its instructions and shut off. If this occurs, your set-top box may require up to 30 minutes reactivating.
- Do not alter or add any devices to the cable line servicing your television set. Attempts to add "extensions," additional connections, stereo connections, etc., may result in serious interference problems for you and other cable customers in your immediate area. If you wish to have additional outlets, or if there is damage to cable equipment either inside or outside your home, DO NOT attempt to make repairs yourself. Please contact us. Tampering with a set-top box is prohibited and may result in legal action.
Some or all channels not coming in
If some or all channels are not working:
- Turn off your digital set-top box and then turn it back on.
- Check to see if your onscreen guide works.
- If you have other TVs in the house, verify that your channels work on those TVs.
- If you have high speed Internet service, verify that your internet is working.
- Write down any error messages that are seen, and contact your local office for assistance.
How do I fix my TV that has a black screen, but I can still access the guide and menu?
First check the channels you are trying to go to… If you are trying to access channel 5, try putting in channel 105. They are the
same channel and on our digital boxes, we have moved the lower channels to the 100's. If that doesn't work, then try unplugging the
box for about 10 seconds and plugging it back in. Once the box has fully loaded, usually about 4 minutes… If you still don't have a
picture… then you will need to call our repair department.
My remote used to operate my volume, but it doesn't seem to be working anymore.
Press the volume button and note what light at the top of the remote comes on when pressed. If it is any other light other than
the TV light then press MODE at the top left of the remote then press the CBL button immediately afterwards. This almost always
resolves that issue.
My remote isn't bringing up the guide or menu.
Press the guide button and note what light at the top of the remote comes on when pressed. If no light lights up or if any
light other than the CBL light comes on then press MODE at the top left of the remote then press CBL immediately afterwards.
This almost always resolves that issue.
When I turn the box on my TV turns off, when I turn the box off the TV turns on.
When the box comes on, but the TV does not, simply press the TV button on the remote. This will turn the TV on without
operating the power to the box. If the TV is on and the box didn't turn on, simply press the CBL button and this will turn
the box on without affecting the power to the TV.
Someone entered the incorrect pin (parental or PPV) on my box too many times and it is now locked.
If you know the correct pin, simply unplug the power to the box for about 10 seconds and plug the power back in. Once the
box reloads, usually about 4 minutes, enter the correct pin. If you do not know your pin, the owner of the account or
authorized persons on the account will need to call in to the repair department to have the pin reset.
My TV with the digital box has a blue screen or a snowy screen.
This is caused by the TV being on either the wrong input or wrong channel. Verify on the back of the TV how your equipment
is hooked up; whether it's hooked up with coaxial cable or with some other audio and video cables. Note the label on that
input on the TV and with your TV remote put the TV on that input. If it is hooked up with Coaxial cable, the TV will always
need to be on channel 3. If there is a VCR also hooked up inline, it too will also need to be on channel 3.
My TV with the box has a black screen, and my TV's without a box are snowy.
First check the power supply that we installed in your home that is labeled either APC or Cyber Power. If 2 of the 3
lights aren't green, verify that it is plugged into an active electrical outlet and that outlet's circuit breaker or fuse
isn't blown. If you have 2 green lights, you will need to call the repair department.
I have video on my Digital box, but the audio just stopped.
First try changing the channel up or down and go back to the channel being viewed. If problem still exists, and you have
other TV's in the home check them for the same issue on the same channel. If all TV's have the same problem, a call will
need to be made into our repair department. If the other TV's don't have this problem, try unplugging the power to the box
for 10 seconds and plugging it back in. Once the box reloads, usually 4 minutes, see if the sound returns to the channel in
question. If problem still exists, call the repair center.