Frequently Asked Questions

General Information | Remote Control | Menu | Programming Guide
Parental Control | Trouble Shooting | Related Services

General Information

What do the following abbreviations stand for?
Do I need a digital TV set to get MyTV?
Will any set-top box work with MyTV?
What are simultaneous streams?
How many TV sets can I connect to MyTV?
What is the Digital Transition (DTV)?
How do I get coupons for DTV converter boxes?
What do I need to get MyTV HD service?
Is MyTV available in my area?
What should I do if I’m going to move?

What do the following abbreviations stand for?

Do I need a digital TV set to get MyTV?

No. A list of compatible televisions, VCRs, DVD players, and other entertainment equipment are listed on the Remote Control Guide provided to you at the time of installation. You may also access this list by viewing our online Remote Control Guide.

Will any set-top box work with MyTV?

No. The MyTV signal is encrypted and requires our authorized set-top boxes to receive the programming we provide.

What are simultaneous streams?

MyTV requires a large amount of bandwidth. Each home is limited in the amount of bandwidth that can physically be delivered. As technology evolves, we can overcome some of these limitations. High Definition (HD) programming requires even more bandwidth than Standard Definition (SD).

While you can have multiple TVs connected to the MyTV service, there is a limit to how many set-top boxes can display programming at the same time. These are known as programming streams. How close the wire center is to your home will determine how many TVs can receive programming at the same time – known as simultaneous streams. An SD channel equals one stream, HD two streams, MyDVR SD one stream, MyDVR HD two streams. Previously recorded programs do not take up a stream.

How many TV sets can I connect to MyTV?

We have two types of MyTV service based on how far you are located from the nearest wire center. The options you have for how many simultaneous streams you can watch at the same time are outlined below.

Type A - Wire center is less than 4500 feet from the service location.
You can watch three streams at the same time. Here are the possible combinations:

Type B - Wire center is 4501 to 9000 feet from the service location.
You can watch two streams at the same time. Here are the possible combinations:

If you notice tiling or poor picture quality, try turning off each set-top box one by one to see if that alleviates the issue. If there is no improvement, contact our technical support at 611 from your Randolph Telephone phone.

What is the Digital Transition (DTV)?

Do you have a television set in your home that works with the help of rabbit ears or a rooftop antenna? If so, you should be aware of the transition from analog to digital broadcasting. The nationwide switch to digital television broadcasting will be complete on June 12, 2009, but your local television stations may switch sooner. After the switch, analog only television sets that receive TV programming through an antenna will need a converter box to continue to receive over-the-air TV. Watch your local stations to find out when they will turn off their analog signal and switch to digital-only broadcasting. Analog-only TVs should continue to work as before to receive low power, Class A or translator television stations and with cable and satellite TV services, gaming consoles, VCRs, DVD players, and similar products. Televisions that are connected to MyTV will not require a DTV converter box.

How do I get coupons for DTV converter boxes?

Each household in America can request up to two coupons from the government to use toward the purchase of certain converters. There currently is a waiting list for these coupons. Each coupon is worth $40. Coupons expire 90 days after they are issued. The government agency responsible for this program, the National Telecommunications and Information Administration, will issue periodic updates on the Coupon Program. Call 1-888-DTV-2009 or 1-888-388-2009 or visit www.dtv2009.gov to find out how to apply for your coupons and to learn more about the digital transition or if you need additional assistance call the Federal Communications Commission's DTV Call Center at 1-888-CALLFCC or 1-888-225-5322.

What do I need to get MyTV HD service?

Anyone with our high definition compatible set-top box may subscribe to our current HD programming package. However, we recommend that you have a high definition television in order to fully maximize the enhanced visual technology that high definition provides.

Is MyTV available in my area?

To find out if MyTV is available in your area, please contact a Customer Care Consultant by calling 879-5684 or 622-7900.

What should I do if I’m going to move?

Two weeks before you move, contact us to determine if you can take your services to your new location. If you will be leaving our service area, return all equipment to Randolph Telephone.

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Remote Control

How do I turn on/off the Closed Captioning Feature?
How do I turn the Set Top Box(STB) on and off?
How do I view information about the program I'm watching?

How do I turn on/off the Closed Captioning Feature?

Locate the CC button on the remote control and press it to toggle Closed Captioning on or off.

How do I turn off the Set Top Box?

Press the STB button on your remote control and then press the red power button. A green LED light will illuminate to indicate that the STB is on and a red LED light indicates that it is off.

How do I view information about the program I'm watching?

Press OK and select Expanded Info. You may also press teh Guide button on the remote. The program will be minimized and the description will appear to the right.

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MyDVR

What is MyDVR?
How much storage does MyDVR have?
How do I record my favorite show?
Can I schedule a recording for another date or time?
Will the DVR automatically delete my recordings?
How do I avoid deleting a recording accidentally?
How long can I keep my DVR recordings?
Does a recording use up a simultaneous stream?
Can I access the DVR from other TV's in my home?

What is MyDVR?

MyDVR is the service that allows your television to record programming on your television. Our customers enjoy this feature because it allows them the ability to record their favorite show or the entire series. It allows you to rewind live TV to replay something you want to see again. And better yet, you can even pause live TV to allow you to fast forward through commercials.

How much storage does MyDVR have?

250 Gigs of storage capacity is available on the MyDVR hard drive. You can record approximately 165 hours of standard-definition TV and 40 hours of high-definition programming.

How do I record my favorite show?

Press the DVR (Recordings) button on your set-top box remote. You may also press the Menu button, highlight the PVR option, and press OK. You will be given the following options:

Tip: Set the Start and End time to begin and end 1 to 2 minutes before and after each program you wish to record so you don’t miss out on previews or shows that may run too long. Press the Stop button on the remote to resume live TV.

Note: To record, you must have a DVR set top box and subscribe to the MyDVR service. You can record two shows at once, but you must watch one of those channels while the recording is in progress.

Can I schedule a recording for another date or time?

Yes. You may schedule recordings up to 6 days in advance. You may record a program once, weekly, everyday, or Monday through Friday.

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 locking the recordings.

How do I avoid deleting a recording accidentally?

Activate the Lock feature for recordings that you do not want to delete. Press Menu. Highlight PVR and press OK. Highlight the recording and press OK. Highlight LOCK and press OK to activate or deactivate.

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 I watch a recording, does that use up a simultaneous stream?

No. You may watch any previously recorded program you have saved on the MyDVR hard drive without using any bandwidth or simultaneous streams. However, a stream (or bandwidth) is used when a recording is in progress and may limit other televisions within your home the ability to access live programming.

Can I access the DVR from other TV's in my home?

Yes. With the Whole Home DVR service, you can view previously recorded programs and schedule new recordings from other televisions in your home with MyTV. Simply press the DVR List button (green button) near the top center of your set top box remote. Then, select a program from your recordings list or set up a recording as previously described.

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Menu and Programming Guide

What categories are available within the Menu?
How do I use the Electronic Programing Guide (EPG) on my television?
What can I do with the EPG?
What do I need to get in order to have have MyTV HD service?
If I get an HD set-top box, will all of my programming be in HD?
How do I see what HD channels and programming are available?
Do I have to scroll through all of the Guide listings to find a specific show?
Can I customize the Guide to only show the channels I like?
What is my Library?
Can I change the format of the Guide?

How do I use the Electronic Programing Guide on my television?

Press the STB button near the top of the remote. Press the Guide button on your set-top box remote control. Press Guide to change the listings between All | HD | Subscribed | Favorites (the category appears in the tab just above where the listings begin). Use the up and down arrows to scroll through the available channels. Use the + Page – button to scroll page by page instead of each channel. You can use the left and right arrows to view the program line up on each channel. Press OK to change the channel to the network you wish to view a particular program on.

What can I do with the EPG?

A list of programming will appear, which allows you to view current shows on each network and scroll through future programming on each channel using the arrows on your set top box remote. Once you have highlighted a specific show, press OK and you will be given the following options:

*You must subscribe to MyDVR service for this option to work.

What do I need to get MyTV HD service?

Anyone with our high definition compatible set-top box may subscribe to our current HD programming package. However, we recommend that you have a high definition television in order to fully maximize the enhanced visual technology that high definition provides.

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.

How do I see what HD channels and programming are available?

Press Menu on the set top box remote control to access the Guide on your television screen. Press Menu again to switch from regular programming to HD programming.

Can I customize the Guide to only show the channels I like?

Yes. The set top box will allow you to set up Favorites for you and/or other family members according to your personal preferences. Press the Menu button on the remote control. Use the arrow keys to find Favorites on the top of your screen. Press OK. You may then Choose, Edit, Create, Delete, or Cancel. Select Create and use the keyboard screen to type in the name you have selected for this Favorites list. Scroll through the channels and press OK on the one you want to include in your list. When complete, press the Guide button to change from All channels listed until you reach the Favorites you created in the tab above the channels listed.

Do I have to scroll through all of the Guide listings to find a specific show?

No. Use the Search feature on the Guide to easily locate your favorite shows. Press the Menu button. Use the right and left arrows to place the box around the Search function and press OK. Press OK again for the keyboard screen to appear. Use the arrow keys and OK your remote and type in the name of the program you want to watch or record. Select Done on the keyboard screen and press OK when you have finished typing the item you are searching for.

What is My Library?

My Library is where you will go to access the following:

*Video On Demand, Pay Per View, and Pay Per Block are not yet accessible. All MyTV customers will be notified when this programming is available for purchase.
**Caller ID on MyTV is free with a paid subscription to Caller ID on your phone line.

Can I change the format of the Guide?

Yes. There are two formats, one of which may look better than the other based on the type of television you have. The default is called English-NuBlu, which has a black background. The second option is English-Default 4.1. If you would like try the second format, please call our Technical Support for assistance at 611, 879-5681 or 622-5681. This second option is often better for older standard televisions.

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Parental Controls

How do I access the Parental Controls menu?
How do I change my Password and/or PIN?
How do I block certain channels or program types?

How do I access the Parental Controls menu?

Press the Menu button on your remote control. Highlight the Settings menu option and press OK. You will be prompted to enter your password. The default password is 0000 until you change it. Highlight and press OK. Notice the two options at the top of your screen – Preferences and Users. The Preferences tab should be highlighted in green. Here you will have the option to block channels on an individual basis or by category. Enable Parental Controls by highlighting the box to the left and pressing OK. Highlight Edit and press OK again.

How do I change my Password and/or PIN?

The Master User will be set up using the Default Password (0000) and Default Pin (0000). You can change this by accessing the Settings menu as previously explained. Highlight the Master User (designated by 0000) and select Edit at the bottom of your screen. Press OK on your remote. You will then be asked to enter the current password, a new password, and to confirm the new password. You will also be asked for the current PIN, a new PIN, and to confirm the new PIN. Highlight the box next to Enable PIN and press OK. A red dot will appear to indicate the PIN has been enabled. Select Submit and press OK to accept all changes. The PIN will be used for all new users created.

How do I block certain channels or program types from my children’s view?

Each person in your household can be set up to view specific programming appropriate for their age and/or personal preferences. To create a new user, access the Settings menu as previously explained. Highlight the Users tab at the top of the screen and press OK. Select the Add box at the bottom of the screen and press OK. You will be able to set a login, password, and confirm the password. Once Pay Per View channels become available, you will also be able to set an allowance for each person for ordering PPV programs. Highlight Submit and press OK.

You will be asked to continue to Parental Controls. Highlight the Movie Ratings box and press OK. Arrows will pop up on either side of the box. Use the right and left arrow to change the movie rating to the desired rating and press OK. Repeat in the TV Rating box. Highlight and press OK next to each Content Rating box you wish to block. Highlight the Submit box and press OK. The new user should now appear in the list of users available on the Users page. Apply his users settings by selecting the circle beside their name/account.

What do the Movie and TV Ratings mean?

Movie Ratings

G – General Audience
PG – Parental Guidance Suggested
PG-13 – Parents Strongly Cautioned
R – Restricted - Under 17 requires accompanying adult guardian at the theater.
NC-17 – No one 17 and under admitted.
AO – Adults Only
X – Children under the age of 17 not admitted. Includes explicit sexual content.
XX –Children under the age of 17 not admitted. Includes strong explicit sexual content.
XXX –Children under the age of 17 not admitted. Includes strongest explicit sexual content.

TV Ratings

TVY – All children
TV7 – Directed to older children
TVG – General Audience
TVPG – Parental Guidence Suggested
TV14 – Parents Strongly Cautioned
TVMA – Mature Audience Only

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Trouble Shooting

Set Top Box Will Not Turn On
Set Top Box Not Working Properly
Power Cycle (Reboot) Instructions
No Signal
No Video on Screen
Snow on TV Screen
Picture Without Sound
Improper Picture Size
Picturn Without Info Bar
Programming Guide Frozen
Remote Control Not Working

My Set Top Box will not turn on. What could be the problem?

Your set-top box may be updating. Wait a few minutes and try it again. Be sure the power cord is plugged in and that the outlet is working. Also, try turning on the set-top box manually by pushing the power button on the front instead of using your remote (batteries in the remote may be dead).

What should I do if my Set Top Box appears to not work correctly?

Verify the TV is on. Be sure the STB power is on. Confirm the correct input is selected.

How do I reboot (power cycle) my MyTV set-top box?

The preferred method of Power Cycling your set-top box is to unplug your STB from the wall outlet, wait 30 seconds, and plug it back in. This will reboot your STB. Television programming will return to the screen and the correct time will appear on the set-top box once the reboot completes. If these steps do not correct the problem, please Contact Us for customer assistance.

What should I do if I am not getting a signal?

Press the Input button on your remote or television.

What should I do if there is no video picture on the TV screen?

Be sure your TV and STB are on. Verify the correct input source is selected. If your TV or STB is connected to a home theater system, be sure it is powered on as well. Also, tighten any loose cables by hand.

I see snow on my TV and no picture. What should I do?

You may have mistakenly turned the TV channel on the TV tuner itself. To correct it, hit the Input button on your remote and verify it is set to the correct input. (If you have a coaxial cable connection from your STB to your TV, be sure that your TV is tuned to Channel 3 or 4. Also, reconnect any loose cables by hand.) Your input setting should be indicated on the Order Form in your Welcome Kit.

Why can I see a picture, but not hear any sound?

First, press the MUTE button on the remote to be sure MUTE is off. Then, try turning up the volume. If you are still experiencing problems, verify that all cables attached to the AUDIO INPUT JACKS on the back of your set-top box and your TV or home theater system have been properly attached and secured.

Why is the picture not the same size as my television?

The resolution on your set top box must be compatible to your television. For a standard television and set top box, the resolution should be set to 480i. HD televisions and set top boxes should be set to 1080i.

Why do I have a picture, but no info bar?

Try doing a power cycle.

What should I do if my Electronic Program Guide is frozen?

Try doing a power cycle. Please note, it may take a few minutes for the software to update and the EPG to become operational again.

Why doesn’t the remote control work?

Be sure the STB mode is on by pressing the STB button on your remote. Be sure there are no obstructions between the remote and the set-top box. Finally, replace the batteries if necessary.

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Related Services

Why is my DSL so slow?

MyTV takes precedence over the bandwidth available for your DSL connection. Try turning off your set top box. If the problem persists with all televisions off, please contact tech support by calling 611, 622-5681, or 879-5681.

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Updated 2-1-11