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Sullivan, Missouri 63080


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Television - Frequently Asked Questions

Are there separate buttons for each tuner? How do you make the Dual Tuner DVR record two programs at once?

i-Guide can record two different programs listed with overlapping times by pressing the Record button, by manually scheduling the recordings, or by setting future recordings from a Program Information screen.

Can I adjust the quality of the video recording to conserve hard disk space?

No. The DVR records at a pre-set level to ensure consistent results.

Can I “bookmark” a program I have recorded?

Yes. When you stop playback of a recorded program, it will stop where you left it. To continue watching the program, select Resume or Restart from the Action Icons.

Can I increase the rewind and fast forward speed?

Yes. Your DVR will control rewind and fast forward at four speeds each. Just press the REW or FF buttons up to four times. The on-screen indicator will tell you at what speed you are controlling playback.

Can I make a VHS tape or DVD of a recorded program?

You can copy a recorded program to a VHS or DVD tape by playing a recording from the DVR in real time while simultaneously recording on your VCR or DVD.

Can I record Digital Music channels?

Yes. You can record and playback Digital Music. However, the playback controls (Pause, FF and REW) are not functional for recorded digital music.

Can I record On Demand (OND) and Pay-Per-View (PPV) programs?

On Demand cannot be recorded with the DVR. However, you can record PPV programs.

Can I record or watch two programs at the same time?

Yes, you can use the SWAP button on your remote to change from one tuner to the other.

Can I set the DVR to skip commercials as it is recording?

No. You can only fast forward through commercials if you’re watching a recorded program.

Can I set up my DVR to record every episode of a specific program title?

Yes! Your DVR lets you record multiple episodes of a program according to your preference by setting up a Series Recording. Select the program you wish to record, then press RECORD twice. Select the episode type to record, such as first-run only or all episodes. Specify how many recordings to save and how long to save the recording - until you erase it or until space is needed. To access advanced setup features like modifying the start and end times or specifying which channel to record, select View All Settings. Tip: Use Title Search to find all air times for a particular title .You can then set up individual recordings for any or all episodes – no matter what time or on what channel they appear.

Can I watch a show I am recording before the recording is completed?

Yes. You can either watch it live as it’s being recorded or you can rewind the program you are currently recording and watch it from the beginning while the recording continues.

Can my cable operator or another company track what I record with my DVR?

No. What you choose to record with the DVR is confidential.

Can the DVR play back a High Definition recording while another HD program is being recorded?

Yes. In fact, you can record two programs at once while watching a previously recorded program from the hard drive for both HD and regular programming.

Do I have to connect my DVR to a telephone or other data source?

The DVR gets all the information it needs from your cable signal, so that's the only connection required.

Do my Parental Controls & Purchase PIN settings stay the same for On Demand purchases as with regular programs?

Yes. PINs and settings apply to On Demand ratings and purchases.

Do Parental Controls work with DVR?

Yes. Parental Controls restrict viewing of recorded programs. If you schedule a recording for a program you have Locked, the program will be recorded; however, audio is muted and no video will appear while the program is recording. A restricted notice remains on screen allowing you to enter your PIN to view the program during the recording. Once the program has been recorded, you can access it from My Recordings. Just enter your PIN to view.

Does the DVR automatically delete programs when the record space is full?

Only if you set it up that way. The DVR will automatically delete programs if you tell it to do so by setting the programs to be deleted when space is needed. When the record space is full, the oldest recordings that you have set to be deleted will be deleted first. If you do not want the DVR to automatically delete certain recordings, you can set them so that they are only deleted by you.

Exactly how many hours of programming can I store on my DVR? What is the hard drive capacity?

The recording capacity depends on the video format that is being recorded. Your Dual Tuner DVR can record up to 700 hours of standard definition programming or up to 160 hours of high-definition programming. The hard drive capacity is 500GB. See “Manage Your Personal Video Library” section in this manual for more information.

How can I catch up to the live broadcast of a program after I’ve paused it?

Press the LIVE button (if available) or the down_ arrow on the remote. Or, you can fast forward to the point of live TV. The on-screen indicator will display “LIVE”.

How can I find programs I want to record?

Using i-Guide, you can search many ways: through the Main Menu, Quick Menu, Search Menu, by programming category, through the By Time or Channel Listings grid or through the Search Menu to alphabetically search by Title. When you find something that sounds interesting, simply press Record on the main DVR. The DVR will automatically record that program for you.

How do I get information on programs?

i-Guide provides detailed information on programs, including movies and sporting events. While in a listings screen, you can access information by pressing the INFO button on your remote. While you are tuned to a program, press INFO once for Instant Information or twice for complete information. Information includes program details like actors, ratings and a brief program synopsis. You can also set Reminders, place Parental Controls,order On Demand movies and events and see other times a program is airing. To remove the information screen and return to watching television, press the EXIT button on the remote.

How do I record a Pay-Per-View(PPV) broadcast?

Pay-Per-View broadcasts must be ordered before they can be recorded. If you want to schedule a recording for a PPV event, take the following steps:

  1. From the Information screen, select the Record Icon (this will display the Order Program First overlay).
  2. Select the Buy Icon.
  3. Select the Record This Program Icon.
  4. Select the Confirm Icon.
This procedure orders the program and schedules the recording. If you change your mind you must cancel both the recording and order.

How do I return to live TV when I'm watching recorded programming?

Simply press the LIVE or DOWN_arrow button on your remote.

How do I return to watching an On Demand program after I’ve tuned to another channel?

Select My Rentals from the On Demand Menu and choose the program you want to continue watching. You can either begin watching where you left off by selecting Resume, or start over with the Restart.

How do I set my digital audio language?

Not only can you choose the language that displays on the screen buttons and descriptions, but you can also change the secondary digital audio that is available with certain networks and programs. Choose Audio Setup from the Setup Menu and change the default setting. Choose from English, Spanish, Portuguese or French. This feature is only supported on certain digital channels that provide secondary audio. If the chosen audio language is not available, the default audio language will be heard.

How do I tell what the icons mean?

You will find descriptive text beneath the row of icons when you have an icon highlighted. This information changes as you move the yellow highlight using the arrow buttons on your remote. On Program Information screens, the Action Icons are specific to the program. For example, a BUY Icon will appear only for On Demand and Pay-Per-View programs. Playback Icons will appear only for recorded programs or rented On Demand titles.

How do I use Instant Replay?

If your remote control is equipped with a REPLAY button, press it to instantly replay the last 15 seconds of the program. If there is no REPLAY button, use the PAGE_DOWN button on your remote.

How does Parental Control work?

The Parental Control feature allows you to block programs by channel, program rating (such as TV 14, TV MA) or time of day. You select the channels, ratings or times to block from the General Settings menu. You set up Parental Control and turn it on and off for each specific receiver by entering your Personal Identification Number (PIN).

When you turn the Parental Control feature on, you cannot view blocked programs without entering your PIN code. A padlock symbol on the channel banner indicates that a channel or program is blocked, or that a part of the program is blocked by time or rating. You can turn off all Parental Control, or you can selectively unblock a single program, channel, or time period.

When the Parental Control feature is off, an open or unlocked padlock symbol on the channel banner identifies each channel or program that would be blocked if the Parental Control feature were on. Our Digital set top boxes also have the ability to hide adult titles from the program guide listings.

Learn more on how parental locks work with our Motorola cable boxes and DVRs.

iGuide Interactive Tour

How does the Parental Controls feature work?

Parental Controls allow you to block programs from being viewed. Locks are based on a program's title, rating, TV content rating and channel.

How far back can I rewind live TV?

You can rewind up to two hours of standard TV programming as long as you were tuned to the same channel.

How long can I keep My Recordings?

You can keep them as long as you want. Just remember, the recording space is limited, so you may need to delete some recorded programs from time to time in order to make room for new ones.

How long can I pause live TV?

You can pause up to 90 minutes of standard programming; less with HD programming.

How many hours of programming can I store on my DVR? What is the hard drive capacity?

The recording capacity depends on the video format that is being recorded. Your Dual Tuner DVR can record up to 350 hours of standard definition programming or up to 60 hours of high-definition programming. The hard drive capacity is 500GB. See “Manage Your Personal Video Library” section in this manual for more information.

How many On Demand programs can I order at one time?

Typically, there is no limit on purchases. Contact Fidelity Customer Service for specific ordering information.

How many recordings can I schedule for the future?

There is no limit to the number of recordings you can schedule as long as you do not schedule more than two programs to record at the same time and you have available recording space.

How many tuners does my DVR have?

Most DVRs have two tuners. This feature allows you to record two channels at the same time, record one channel while watching another or record two programs and watch a 3rd program from your DVR recordings library. (Note, some DVRs are equipped with only a single tuner.)

How to use the Interactive TV Guide

The Interactive On-Screen Guide is automatically included with our digital cable TV services at no additional charge. By using the guide and remote control you can:

  • Make the most of your TV viewing time - quickly and easily find the programs you want to watch.
  • Find what interests you most - see what's on now, what's coming up tomorrow, and jump to favorite channels, movies, sports and shows, even your local weather forecast.
  • Learn more before you get involved - get detailed program descriptions, including actors, ratings, run times and program synopses.
  • Supervise what your kids watch with Parental Controls - easily restrict access to those programs you decide your kids shouldn't watch; lockout unauthorized On Demand pay-per-view purchases; and hide adult titles from appearing on-screen.
  • Plan your viewing - view program listings days in advance, order pay-per-view up to 14 days in advance and get automatic reminders so you won't miss a thing.

How will I know when I’m almost out of recording space?

An on-screen notice will appear advising you when recording space is low (80% full) or full. Note: If you are recording a program and run out of recording space, the recording will stop.You can always see how much recording space is available from My Recordings. You can also manually delete recordings or set your DVR to automatically delete recorded programs when space is needed. See: “Manage Your Personal Video Library” section in this manual.

I can’t see the edges of the i-Guide screens.

Select the Adjust Screen Position option from the Setup screen. Press the UP-DOWN-LEFT-RIGHT arrows on your remote until the arrows on the screen are centered. If image is centered and still cut off, check your TV’s user manual.

I can’t see the entire program title in the listings.

Some program titles are too long to fit in the space provided in the grid. You might see“…” to indicate there is more to the title. (For example: “Third Rock From the Sun”might look like “Third Rock…”). Highlight the program and check the Instant Information area at the top of the screen for program title and other valuable information, including rating, actors, start/end times, etc.

I currently record programs on myVCR or DVD recorder. How is a DVR different?

Your DVR Cable Box takes recording technology to a new level, capturing picture and sound digitally (for a superior result to tape-based recording) and allowing greater viewing flexibility. You can also press Instant Replay to review the last 15 seconds or rewind to see a scene again. Yet you won't miss a moment of the program, because the DVR keeps recording the current broadcast while you pause, rewind or replay scenes. No VCR or DVD recorder can do that!

I have a home theater system .Can I record a program in Dolby Digita lTM 5.1 on my DVR?

As long as the program is being broadcast in Dolby Digital audio, the DVR will record the digital audio. A Dolby Digital indicator will appear on the Flip Bar and Program Information screen for programs that provide it.

I have a message on my screen that says “This feature is currently being restored”. What does this mean?

This screen appears if you try to access a feature that is not available because the terminal has not received all the necessary data. This most commonly happens following a power loss.

I have a message on the screen that says “This channel should be available shortly”. What does this mean?

This screen will appear when you tune to a channel that is currently not available. If the channel is not available after 15-30 minutes, call Fidelity Customer Service.

I have no video, a snowy picture or I cannot tune to any of the digital channels.

Make sure that all of the cable connections are secure and that the TV is tuned to the correct channel (3 or 4). Also, make sure you are actually controlling the cable terminal (press the CABLE button on the remote).

I tried to order an On Demand program and received an error screen that said,“Unable to Process Request”. What does this mean?

The “Unable to Process Request” message occurs when the set-top box is unable to communicate with the On Demand equipment at Fidelity. Try turning your set-top box off and then on again. If the message appears again, note the time it appeared and the action you took and call Fidelity Customer Service.

If I get to the end of an On Demand program and want to watch it again, can I restart at the beginning?

Yes, as long as your viewing period has not expired, you may watch it as often as you like.

If I’m watching a program in progress and want to record it, can I record from the beginning?

If you just tuned to the program, the DVR begins recording from the point where you pressed record on your remote. If you have been watching the program from the beginning and have not changed channels (without using SWAP), the DVR will save all the temporary recording (buffer) to the Hard Drive and you will capture the entire program.

If the power goes out, do I need to reset my Parental Controls and Purchase PINs, Favorites and Reminders?

No. These features will not be lost if the terminal loses its power. However, the guide information will need to reload into the box.

Nothing happens when the MENU button is pushed, but I can change the channel up and down.

If the terminal was just installed, it takes approximately 15-30 minutes for i-Guide to be downloaded to the set-top. If after 15-30 minutes nothing happens, unplug the terminal, plug it back in and wait another 15-30 minutes. If the guide still does not appear, contact Fidelity Customer Service.

On occasion, a recording starts a minute or two after the program has begun. Why?

The DVR timer is synchronized with the program guide time. If a broadcaster starts the program a minute earlier than the guide’s scheduled time, the DVR will miss that first minute. You can program your DVR to start early or end late by adjusting your Recording Options.

Only part of my program recorded. Why?

If the beginning of the program did not record, you might have tuned to the program after it started and then set it to record. If the end of the program did not record, the DVR may have reached its storage capacity before it was able to record the entire program.

Q. How do I reboot my cable set-top box?

  1. Unplug the power cable from the back of the cable box and wait 30 seconds.
  2. Plug the power cable back into the cable box; the box will reboot automatically.
  3. Wait for the time or channel to reappear on front of the cable box and allow the services to reset.
  4. Turn on the TV.

Some of the programs appear in the listing with a checkmark or a dollar sign next to the title. What does this mean?

Depending on the services, you may see a checkmark or a dollar sign to indicate a program you have ordered.

The displayed information or pricing is incorrect.

Although i-Guide checks all data thoroughly before it is sent to your home, programmers do sometimes change their schedules at the last minute without notification. Please report erroneous data to Fidelity Customer Service.

The guide has locked up. Neither the buttons on the remote, nor the buttons on the terminal itself work.

Try unplugging the terminal and then plugging it back in. This will reset the terminal and allow for data to be downloaded. It will take some time for the information to appear. If there is still a problem after the information has appeared, call Fidelity Customer Service.

There are no listings in the guide, or the words “To Be Announced” appear in the listings screens.

This can happen if there has been a power failure or if the terminal was unplugged. Make sure everything is plugged in and running. Wait 15-30 minutes for the channels and program data to load.

What are the icons (little pictures) at the bottom of the screen?

Quick Menu Icons are available to help you find what you're looking for faster. The Quick Menu lets you quickly go to other areas of the guide, such as Movies or Favorites Menus. Once you have selected a program title by highlighting it and pressing OK/Select or INFO, you can use the Action Icons on the information screens to set Reminders and Parental Controls, schedule Recordings, BUY programs and more.

What do I do if I am stuck in a screen or menu I do not understand and want to get out?

You can always press the EXIT button on the remote to immediately return to watching TV. You can also press the LAST button to back up one screen at a time.

What happens to my DVR recordings if my digital cable box temporarily loses power?

All recordings that were saved prior to the power loss are preserved, as well as future recording schedules. You miss only the recordings in progress while the power was out. Note: If you experience continued problems with your cable box, remote control or interactive program guide, please contact Fidelity Customer Service.

What if I forget my Parental Controls/Purchase PINs?

You must call Fidelity Customer Service to have these PINs reset. All of the PINs will be cleared. Once reset, you will need to enter new PINs.

What if I missed a Pay-Per-View (PPV) movie/event that I ordered?

In areas where Fidelity provides impulse-ordering via remote control (Rolla/Sullivan/Lebanon/Salem/Lawton/Gerald/Owensville/New Haven/Sullivan Outside City Limits), you will not be billed for PPV on channels that aren’t tuned. In cities that require phone ordering (all other areas), you must call Fidelity to cancel PPV orders. Check with Fidelity Customer Service to confirm canceling procedures.

What if I only watched 15 minutes of my On Demand program and didn’t get to watch the rest before it expired?

You will have to order it again. Refer to the On Demand section in this manual for more information on remaining rental and viewing times.

What if the program I want to record runs over its scheduled air time, such as when a football game goes into overtime? How can I make sure I record everything?

Change the Recording Settings for the program. You can adjust the start and end times for the recording to ensure everything gets recorded.

What is DVR Clipping?

If there is a recording overlap when both tuners are in use, i-Guide will clip the beginning of the program.

What is proration and how will this affect my bill?

If you are wondering why your bill is more/less than normal, ask yourself three questions. 1. Is this your first bill? 2. Have you made any recent changes to your Fidelity services? Or 3. Is this your last bill? If you answered yes to any of those questions, your bill is probably prorated. Proration means to bill for the services that you have for the specific amount of time that you have them.

On first bills, we bill from the date that the service started to the beginning of the closest bill cycle and then through that bill cycle, which is one month long. We do this to get you from your date of install onto one of our existing bill cycles. This means that first bills are generally for more than one month.

After that, in order to get your bills to you well in advance of the due date, Fidelity bills generate before the actual dates of service. The bills generate with charges for the services that you have at the time we create the bill. If you make changes to those services, whether it is to increase or decrease them, those changes will not reflect until the next bill that prints. This means that that next bill will bill for a normal month of the existing services, but will have to either issue charges or credits for the part of the previous month that you had increased or decreased services.

This also means that if we bill for a full month of service in advance, but a disconnect occurs in the middle of that month, we will issue credit for any previously billed service that falls after the date of disconnect.

What is the graphic bar that appears when I change channels?

The Flip Bar appears for a few seconds as you’re changing channels to provide important information about programs. You will find the name of the current program, start and end times, channel number, rating and current time.

What is the picture quality of recorded programs?

The DVR records programs in the same quality in which they are broadcast. For example, programs broadcast in HDTV format are recorded in HDTV quality (if your DVR is connected to a HDTV). Broadcast quality may vary.

What is the red light on the upper left front of my box and/or what is the envelope on the screen?

Occasionally Fidelity may send a message to let you know of new services and special promotions. To read the message,go to the Main Menu and select Messages. You can keep or delete the Message once you have opened it.

What kind of programs can I record?

You can record both standard and High Definition programs which are automatically interpreted by the DVR. Recording HD programs will take more storage space on your DVR. However, you must have HD equipment.

When I selected a category from the On Demand Menu, I received a message that said, “No Program Listings Available”. Why does this happen?

If there are no programs available for this particular category, this message will appear.

Why can’t I purchase this Pay-Per-View(PPV) program?

There are several reasons that could keep you from ordering PPV events:

  1. You may have inadvertently made too many PPV orders, and may have to cancel one before making another order;
  2. You may have reached your credit limit. Call Fidelity Customer Service and we will check your account;
  3. In some service areas, Fidelity requires you to call in to purchase a PPV event, instead of an automatic purchase through the set-top box via remote control.

Why doesn’t the set-top box respond when I press the keys on my remote?

If power is on, make sure your remote is in the Cable mode. Press the CABLE button on the remote.

Why won’t my remote control respond when I press a button?

Go through this quick checklist to determine the problem:

  1. Press the CABLE button on the remote to make sure it is in Cable mode. Try using the remote again.
  2. If the remote is still not functioning correctly, press the CHAN UP and DOWN button on the front of the terminal. If the channel changes, there is a problem with the remote control. The batteries or the remote control itself may need to be replaced.
  3. Unplug the terminal and plug it back in.
  4. If none of these steps work, call Fidelity Customer Service.

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