Here are the answers to the most commonly asked questions about TV service features, programming, equipment and more. Choose from one of the categories below or, if you can't find the answer to your question, please click here to send us your inquiry. We'll answer your question as soon as we can.
TV service basics
What is TV service from Consolidated?
How does TV service work?
What programming does TV service offer?
Does TV service provide local channels?
Can I record programming on my DVR from HBO, Showtime, Cinemax or Starz?
How does Consolidated's TV service compare with cable or satellite?
How can I get TV service from Consolidated?
How much does TV service cost?
Can I talk on the phone and use the Internet at the same time I'm watching TV from Consolidated?
Are there any term contracts associated with TV service?
Using TV service
How do I navigate and browse through my TV channels?
Can I see what programming is playing ahead of time?
What is my TV service PIN?
What are Parental Controls?
How do I order Movies on Demand?
How do I watch free On Demand content?
Are movies available on Movies on Demand before or after they are released on home video?
What is a letterbox or widescreen movie?
Can I watch the same Movie on Demand on each TV?
Installation and equipment
How does TV service get installed in my home?
How long does it take to install TV service?
Do I have to buy any equipment for Consolidated TV service?
How many TVs does TV service support?
Will I need to install new wires to receive service?
Will the technicians have to drill holes in my walls?
Will I be able to use my DVD, VCR, video game console and surround-sound system with TV service?
Will I be charged extra if I need a new TV outlet installed?
TV Service Repair
How can I take care of technical problems?
If I have a problem with my TV service, who do I call for repairs?
Do I have to be home for a repair visit?
At what hours will a service technician come to my home?
What could cause an interruption in my TV service?
When will I be billed for my TV service?
How do I pay my bill?
How does changing my TV service affect my billing?
Why is TV service billed in advance?
What is a "prorated" or "partial" month?
How am I billed for TV service?
What is a franchise fee?
What is included in the "Fees and Taxes" line items on my monthly bill?
Why was my last payment not reflected in my current bill?
Is there a fee charged when my payment is late?
Why is my bill more (or less) than usual?
How can I tell the difference between a credit and a charge on my bill?
What is the subscriber privacy notice that I received?
What kind of customer information do you keep?
How do you use the information you keep about your customers?
With whom do you share your customer information?
Do you give my name to direct mail services?
A: Consolidated's TV service is a revolutionary alternative to cable or satellite TV service. Delivered through your existing phone line (like High-Speed Internet), it brings you all-digital, crystal-clear programming at affordable rates. Plus, Consolidated's TV service includes local channels, an interactive Program Guide, Parental Controls, Video on Demand (Movies and free On Demand content), and CD-quality music channels.
A: TV service uses telephone lines and digital coding to allow your TV, Internet enabled-device, and telephone to work together. With its set-top box, TV service delivers independent video streams to every TV in the home using advanced technology through the existing network.
A: Available TV service programming includes all-digital, crystal-clear local, national and music channels plus Video on Demand (Movies and free On Demand content).
A: Yes. TV service provides local programming, news, and weather.
A: Yes, you can record programming on your DVR from HBO, Showtime, Cinemax or Starz. However, in order to view the content you have recorded, you will have to continue to be subscribed to that particular channel (HBO, Showtime, Cinemax or Starz). If you unsubscribe from the channel (HBO, Showtime, Cinemax or Starz) and the content you previously recorded was from that channel, you won’t be able to view it on your DVR.
To watch a video on programming your DVR, click image below.
A: Consolidated’s TV service delivers a crystal-clear, all-digital picture with a variety of programming choices, including local and national channels, Video on Demand, and CD-quality music channels. The delivery of our TV service makes us different from cable and satellite as it is delivered through your existing phone line. We also offer a wireless connection that frees your TV from the cable outlet.
A: Visit your local Communication Center or call us toll-free at 1.866.989.2255 to find out if TV service is available in your area.
A: Consolidated's TV service starts at just $19.95/month. For more information, click here.
A: At the time of installation, we require customers to sign an equipment service agreement stating that all equipment related to TV service will be returned to Consolidated when the service is disconnected. If you signed up for TV service during a promotion, some additional terms and conditions may apply.
A: Consolidated's Interactive Program Guide allows you to view, browse and search your TV service programming.
To watch a video on how to use On-Screen Program Guide, click image below.
A: Yes. Press the GUIDE button on your remote and use the navigational arrow keys to browse programs. The Program Guide displays programming in 30-minute increments. Use the guide arrows or fast-forward or rewind (>> or <<) to display program listings for the next day.
A: You were provided with a Personal Identification Number (PIN) when you first signed up for TV service. You need this PIN to order Movies on Demand and Pay-Per-View events, as well as to change and update important settings such as Parental Controls.
A: Parental Controls enable you to restrict access to programs with certain ratings or to block out entire channels. Use your TV PIN to restrict viewing access based on program content or a minimum TV rating.
To watch a video on how to use Parental Controls, click image below.
A: It's easy to order Movies on Demand and Pay-Per-View events using your remote control. Just follow these instructions:
Accessing the Movie Guide
- Press MENU on the remote control.
- Select ON DEMAND from the menu. The Movie Guide appears. Movies are listed alphabetically, with movie categories displayed on the left side of the screen. Use the up/down arrow keys to access all categories.
- Use the arrow keys and press OK to view category listings or details for a specific movie.
Viewing Movie Details
- Highlight the movie in the Movie Guide and press OK to view detailed information (including film synopsis, length, rating, actors and director).
- Select PLAY TRAILER to view the movie trailer (if available). Select EXIT to return to the Movie Guide.
- Select EXPAND INFO for movie information. Select OK to return to the Movie Guide.
Renting a Movie
- Highlight the movie and press OK.
- Menu will display PLAY TRAILER, RENT, EXPANDED INFO or CANCEL.
- Highlight RENT (if you want all set-top boxes to be able to play this movie check the Share Rental box) and press OK.
- Movie will begin to play. If you have your system set up to ask for a PIN, a box will display for your PIN before the movie can be rented.
To watch video on how to access On-Demand, click image below.
A: It's easy to watch Free on Demand content using your remote control. Just follow these instructions:
Accessing the Free on Demand content
- Press MENU on the remote control.
- Select ON DEMAND from the menu and press OK. The Movie Guide appears.
- Highlight the category you are interested in and press OK.
- Highlight FREE ON DEMAND and press OK
The RENT option serves as a play button. Choose the RENT Option when you want to play either FREE ON DEMAND content and RENTAL ON DEMAND content.
Ifyou’ve set your system to require a PIN number before renting content, the display for the PIN will appear before your movie begins to play.
RENTAL MOVIES and the FREE ON DEMAND content you select are stored in MY LIBRARY - . Go to MENU, select the MY LIBRARY icon. You may watch your ON DEMAND content as many times as you’d like during the 24-hour rental period.
To watch video on how to access On-Demand, click image below.
A: Movie studios release films to the video rental market before they are offered to our Movies on Demand service. Some movies are available on Movies on Demand less than 30 days after they are released to the video rental market.
A: When you watch a movie on a theater screen, it is much wider than the shape of most TV screens. When movies are shown on TV, the left and right sides of the frame image are cut off, resulting in up to a 45 percent loss in total visuals displayed on the screen. The letterbox or widescreen process takes the entire frame and reduces the size proportionally so that the entire frame fits within the width of the TV screen. This allows you to see the movie in its original aspect ratio, as the filmmakers intended the movie to be seen. This is also why you see "black bars" (or more accurately, unused screen area) at the top and bottom of the screen when watching a letterbox or widescreen movie.
A: Yes. All TVs that are connected to a common set-top box and will receive the same programming at no additional cost. In order to watch the same movie on all TVs be sure to check the “Share Rental” box when you rent the movie.
To watch video on how to access On-Demand, click image below.
A: Our professional installers will install your TV service equipment and also reconnect any VCR, DVD, or game system that was previously connected to your TV. If you decide to add peripheral devices to your system after the initial installation, please follow instructions in the installation guides that came with each peripheral device.
A: Installation time varies based on the amount of inside wiring work necessary. Please allow two to three hours for the typical installation.
A: Possibly. There will be a charge of $6 for any surge protectors that are required and not provided by you. Other than any rental fees for set-top boxes, you will not be charged for any equipment used to deliver TV to your home.
A: For Gateway set-top box customers - Because TV supports a three-room system, three different programs can be watched simultaneously. If more than three TVs are being watched at one time, each set beyond the third TV will have to watch the same program as one of the three "primary" sets.
A: For our Amulet set-top box customers (customers who signed up after August 2009 to the present) - One set-top box will be connected to each TV in your home and the number of TVs supported is only limited by the amount of bandwidth available to your home.
A: TV service is designed to use the existing telephone wire in your home. In some cases, new wire may have to be installed near your television for best service quality.
A: The technicians will do everything possible not to expose any wiring. Where it is necessary to expose wire, they will advise you how they have to run the wire and receive your permission to leave any wire exposed. In some cases, drilling will be necessary.
A: Yes, your peripheral devices will work with our TV service. When our professional installers install your TV equipment, they will reconnect any existing peripheral devices (DVD/VCR player, game console and surround-sound system) to Consolidated TV equipment at no additional charge. If you decide to add peripheral devices to your system after the initial installation, please follow instructions in the installation guides that came with each peripheral device.
A: We will install television service on up to 6 existing outlets.
A: Most technical problems can be fixed simply by power cycling (rebooting) your set-top box. Also, make sure that all cables are tightly connected to the back of your set-top box. Refer to your TV Quick Reference Guide or contact Technical Support for more information.
A: Consolidated Communications offers free repair service calls for problems related to your TV service. However, many problems can be solved quickly and easily without a service technician. Just call our friendly technical support team toll-free at 1.800.480.0080.
A: Yes. Although there are occasions when repair work can be accomplished outside the home, we'll need the customer to confirm that the TV service is working correctly.
A: You may schedule a service call with our repair department during regular business hours (8 a.m. – 5 p.m., M-F). We try to provide same-day service when possible. Repair requests received after 5 p.m. may be subject to next-day service.
A: Service outages can be put into two major categories:
Utility power company outages: TV service relies on electricity to operate, just as your TV set does. If there is a loss of electricity to Consolidated's processing equipment, television service will be interrupted until the power is restored. In some cases, a power outage impacts our processing equipment but does not affect the customers' home. In those circumstances, your TV will have electricity, but the television signals are not processed due to the loss of electricity to our processing equipment. When we become aware that there is a power outage, we immediately send a technician to restore power to the processing equipment using portable generators.
Telephone line & equipment damage: An automobile hitting a telephone pole, a fire in an alley and a construction company severing a telephone line while excavating are just a few examples of damages that can cause interruptions in your TV service.
A: Your Consolidated TV service charges will be included along with your other Consolidated services in the same monthly bill. You’ll enjoy the convenience of paying one bill for your TV, phone, and Internet.
A: We offer several methods of paying your Consolidated bill. You can sign up for automatic bank draft or pay by check or credit card over the phone, through the mail, or in person at one of our local Communication Centers.
A: Because Consolidated bills you for your TV service at the start of your billing cycle, any changes you make mid-month will show as charges or credits in your next month’s bill.
A: Consolidated charges a standard monthly rate for your service that is due at the beginning of your billing cycle. If effect, you pay before you enjoy the event, just as you do with other forms of entertainment. TV charges are not based on usage and, therefore, not calculated at the end of your billing period.
A: Partial month adjustments called proration appear if you have made changes in your service during the previous month. The difference between your old and new monthly rate is calculated to begin charging or crediting your account on the day the change was made.
A: We bill you each month for your selected TV service package, plus any Movies on Demand you order.
A: A "franchise fee" is a fee that Consolidated pays directly to the state in which you live for use of public rights of ways and expenses associated with the regulation and administration of TV services. Up to five percent of Consolidated’s total revenue goes back to local and state government in the form of franchise fees.
A: The "FCC Fee" represents the payment made to the Federal Communications Commission for the cost of the regulating TV service.
The "Franchise Fee" is computed on the total monthly service and is paid directly to the state for the use of public rights of way and the administration of the TV service franchise.
"Copyright fees" are paid to the Copyright Office and are primarily related to our use of "distant" television signals.
The "Sales Tax" is calculated on the total monthly service including fees at the current rate for the state, city and county in which you live.
A: If we received your payment after we printed your next month’s bill, it will not show up on your current statement, but will show up on the following month’s statement.
A: Yes. There is a $5 fee charged for each late monthly payment.
A: If in the past month you made a change in your level of service, ordered a Movie on Demand, received a credit, or if your payment was not received before the new bill was printed, your balance may be more or less than your normal monthly rate. If you have questions about a specific charge, you can call us toll-free at 1.866.989.2255.
A: A credit has a "CR " after the amount (Example: $25.00CR).
A: The Federal Communications Commission (FCC) requires us to notify customers periodically about the rules and regulations covering what type of customer information we may collect, how it is used, and what your rights are. This notice is mailed to current customers once a year and provided to new customers upon installation of service. The notice does not require you to take any action.
A: In order to provide quality service, we keep information such as your name, address, telephone number, Social Security number, credit, billing and payment information, damage and security deposits, maintenance and repairs, what equipment you have, what Movies on Demand you have ordered, and customer satisfaction research.
A: Consolidated uses basic customer account information to keep you informed about your service, to make sure you are properly billed for services you receive, for tax and accounting purposes, and for marketing other services that may be of interest to you.
A: Consolidated has very strict guidelines pertaining to the release of customer information. We provide this information on a "need-to-know" basis to employees for installation, service, repair, billing and certain marketing functions. We also provide access to this information to authorized government tax or regulatory authorities and other legal entities that have a legal right to inspect our books and records.
A: No. Under no circumstances do we share your customer information with anyone outside of Consolidated Communications.