WELCOME TO WOW! Dear Valued Customer,

Transcription

1 for Cable

2 WELCOME TO WOW! Dear Valued Customer, First of all, let me personally say thank you for choosing WOW! We believe in providing bundle choices that meet your needs at a price that won t break the bank, while delivering an experience that lives up to our name. We re a company of people who derive genuine satisfaction from taking care of our customers. Which means doing things a little differently than most cable companies. Like treating people as members of the human race, for starters. Fostering positive customer experiences throughout our relationship with you. And taking a more personalized approach to serving you. We hope you enjoy getting to know us. We like to make getting help simple. Should you have any questions, feel free to visit our website wowway.com for more information. Or call us any time if you d like to share your comments or ask questions to a real live person. Our toll-free customer service line is We re available around the clock to take your call. We re honored to have you as a customer and look forward to proving to you that we mean what we say. We re also interested in what you think of us and how we re doing. Please visit survey.wowway.com to answer a few simple questions. Your feedback helps us continue to improve the quality and value of our services for all WOW! customers. Again, welcome to the WOW! family. Colleen Abdoulah Hugger, Mother, Keeper of the Culture WOW! CEO and Chairwoman of the Board WOW! wholeheartedly believes that our customers deserve to be delighted with their service. If you love the service you receive, we invite you to spread the word and join the WOW! A Friend program. Tell your friends about WOW!, and you will receive a discount on a future bill after your friend signs up. Just another way we like to say thanks for choosing WOW!. Sign up at wowway.com/friends. i

3 Table of Contents Digital Cable Using Your Remote... C-2 Using Your Set-top Box... C-3 Interactive Program Guide... C-4 Digital Video Recorder... C-8 WOW! On Demand... C-9 Parental Controls... C-11 High Definition... C-12 Frequently Asked Questions... C-13 Contact Info... Last Page

4 digital Cable Entertain. Discover. Digital cable offers you hundreds of great channels to choose from all presented with a crisp, digital picture and amazing sound. You ll enjoy variety like never before, including upto-the-minute news from across the country, spectacular sporting events from around the globe, and original programming that will take you into worlds you never even imagined. If that s not enough, with WOW! On Demand we have hundreds of movies to choose from everything from the classics of yesteryear to the hottest new hits from Hollywood and over 45 CD-quality commercial-free digital-music channels. It s all only the push of a button away. C-1

5 using your remote REPLAY Replays last 15 seconds of a recorded program or live TV with DVR LIST Access your recorded programming LIVE Jumps to live TV while using DVR DVR/OnDemand Controls On Demand and DVR INFO See program information EXIT Return to watching television MENU Enter and toggle between Quick Menu, Main Menu and the Flip Bar GUIDE See TV listings for the current time PAGE UP/DOWN Scroll to the next or previous page of listings OK/SELECT Select a highlighted item or, while watching TV, press to display Mini Guide ARROWS Use to highlight guide features; or while watching television, press to begin browsing. NOTE: Arrows control playback of recorded programs with DVR. CH +/- Change channels and access the Flip Bar DAY While in TV Listings, jump ahead or back 24 hours LAST Return to the previous screen or channel ON DEMAND Direct access to On Demand, where available ASPECT Changes the way a program is shown on your TV screen by changing the aspect ratio of the program currently watched. FAV Tune to your Favorite channels once you set up Favorites NUMBERS Press Channel numbers, then OK/SELECT to tune to a channel For a complete reference guide for the remote control, visit wowway.com C-2

6 using your cable set-top box Ventilation Your set-top box is ventilated to protect it from overheating. To ensure its reliability, the openings should never ever be covered up. Never stack other AV equipment or place lights, books, magazines, etc. on top of the set-top box. Also, never place magnets or magnetic/static dust removal devices on or near your set-top box. Liquid or Moisture Don t expose your set-top box to any liquid or moisture. If you need to clean your set-top box, unplug it from the electrical outlet and then use a damp cloth. Don t use liquid or aerosol cleaners, or any magnetic/static cleaning device. If you have any questions or need additional advice when setting up your cable system, please refer to our Web site. C-3

7 interactive program guide The Interactive Program Guide is your reliable resource for quickly finding just what you want to watch. You can search by title, by channel or by time; plus you can easily jump from channel-to-channel and even develop a list of all your favorites. Check your local weather before heading outdoors. Review parental ratings and summaries of each show before tuning in. It s all right there conveniently on screen. On the following pages, you ll find detailed instructions on how to use your Interactive Program Guide and the integrated Parental Controls. Accessing Your Interactive Program Guide Menus Quick Menu Press MENU on your remote while in the guide or while watching a program to access the Quick Menu. Press the buttons on the remote to move through the shortcuts. Press OK to select the highlighted item. To exit the Quick Menu and return to watching TV, press EXIT. Quick Menu Icons Key Main Menu Digital Recordings Menu On Demand Menu Pay-Per-View Menu High Definition Search Menu Favorites List Search Menu Movies Search Menu Sports Search Menu Parental Controls NOTE: Menu selections may vary. C-4

8 Main Menu Press MENU twice to access the Main Menu. To move the highlight, press the buttons on the remote. Press OK to select the highlighted item. To exit the Main Menu and return to watching TV, press EXIT. Mini Guide You can use the Mini Guide to browse what s on other channels without missing a minute of what you re watching. Press OK and then any of the buttons on your remote to browse by channel and time. The yellow highlight appears on the program listing, and the Mini Guide stays on screen, allowing you to see what s on other channels. Searching for Program Listings By Time or Channel View start times, titles, ratings and descriptions. Listings are color coded to help you identify program types: Blue Green Purple Light Blue Regular Programs Sports Movies Children's Programs Press GUIDE on your remote. Select Listings By Time or Listings By Channel in the Main Menu. C-5

9 By Category Select in the Quick Menu or select Search in the Main Menu. View program listings by category such as Movies or Sports. Subcategories help you focus your search even further. Press OK to select the highlighted item. Press EXIT to return to the last channel you were viewing. Flip Bar The Flip Bar appears every time you change channels to make it easy to see what s on now. The current channel number, program name, rating, and start and end times are conveniently displayed. Press CHAN to change channels and see the Flip Bar on screen. Press OK to make the Flip Bar disappear and reappear. Press INFO for additional program details. Use the Action Icons at the bottom of the Program Information screen to set a Reminder and much more. Action Icons Key Return to Previous Screen Set or Cancel Recording Set or Cancel Reminder See All Program Air Times Watch this Channel or Program Save Channel in Favorites Place a Lock on Program C-6

10 Favorites Add or remove favorites Select in the Quick Menu or select Favorites in the Main Menu. As you scroll through the channels, press the FAV button to select or deselect favorites. Press EXIT to return to the last channel you were viewing, or press LAST to return to the Main Menu. Access your favorites Press FAV while watching TV to change to your next favorite channel. Press FAV while looking through the channel listings to highlight your next favorite channel. C-7

11 Digital Video Recorder A Digital Video Recorder (DVR) offers you a whole new way to watch TV by giving you the convenience and control to record and watch your favorite shows according to your schedule. With a DVR, your TV world revolves around you, not the other way around. Plus, you ll never have to miss the critical play of the big game or the ending of your favorite show. Pause, rewind, and replay. It s that simple. And you ll never have to wonder what d he say? again. Record a Program You have three different ways to record a program: Press RECORD while watching TV or viewing your TV listings. A menu will pop up with several recording options. Select from the Action Icons. Manually schedule a recording by selecting in the Quick Menu or DVR in the Main Menu. Watch a Program Press LIST on your remote to access a list of your recorded programs. Highlight the program you want to watch using the buttons and press OK. Press when you are ready to begin viewing the program. Your DVR utilizes features similar to those found on your VCR or DVD player just press Play, Stop, Pause, Rewind or Fast-Forward on your remote. Press LIVE to return to live TV. NOTE: DVR functionality is dependent upon model type and hard drive size. C-8

12 wow! on demand Watch what you want, when you want With WOW! On Demand you have access to a digital video library of exclusive programming, movies, and events, while being totally in control of your own entertainment experience. You can even pause, fast-forward and rewind what you watch. Plus, there s no need to deal with a tape or DVD. On Demand gives you the convenience to watch what you want, when you want. Just select the On Demand Menu from the Main Menu of your Interactive Program Guide, and then pick out a program to watch. It s really that easy. To Watch On Demand Programming Select in the Quick Menu or select On Demand in the Main Menu. You can also tune to channel 1 on the guide. Scroll through the available categories using the buttons and select a category by pressing OK. Pick out a program to watch using the buttons and select it by pressing OK. C-9

13 To make sure that we meet all your needs, we offer three different kinds of On Demand services: Free On Demand Choose from a variety of programming, including kids shows, music, news and sports, at no additional charge to all digital subscribers. We update our Free On Demand programming regularly to bring you content you may not find anywhere else. Best of all, it s FREE. Movies On Demand The hottest new release movies are only a click away. You ll also have a 24-hour window to watch that movie as many times as you want (some movies are available for longer than 24 hours). With prices similar to pay-per-view, you ll save time and money with Movies On Demand. Plus, there s no trek to the video store. Subscription On Demand If you subscribe to one of our premium movie packages, you can watch content from that channel, too at no additional charge. You ll have access to more movies, original programming and special events. Your wish is On Demand s command. Local On Demand Cable subscribers also get exclusive access to Channel 6 Lawrence OnDemand so you can watch news, weather, and sports programming on your own schedule. C-10

14 Parental Controls With the increased variety on digital cable, there s also some fare that, quite frankly, isn t appropriate for children. But don t worry, because we ve included an integrated parental control feature as part of your system. You can easily restrict viewing by channel, program title, TV rating or MPAA movie rating. Additional information on TV and movie ratings can be found at tvguidelines.org and at mpaa.org, respectively. Sorry, kids! It s for your own good. To Set Parental Controls Select in the Quick Menu or Parental Controls in the Main Menu. Enter your 4-digit Locks PIN and follow prompts. Press EXIT to return to the last channel you were viewing, or press LAST to return to the Main Menu to continue setting up your locks. Enter your 4-digit code, and follow the prompts on the Parental Control Menu. Use to select restrictions. You may restrict viewing by title, TV rating, movie rating, and channel. You may also choose to hide all Adult Titles by highlighting the Adult Titles option and press HIDE using the button. To View a Restricted Program Locks may be removed temporarily by re-entering the Parental Control Menu (using your 4-digit Locks PIN) and pressing buttons until the locked title, rating or channel appears. Press LOCK. The padlock will disappear, indicating that the lock has been removed. C-11

15 High Definition Crystal-clear, lifelike images. Heart-pounding, digital sound. An expansive, theater-format widescreen. Without a doubt, your TV viewing experience will never ever be the same. In order to take advantage of our HD offerings, you need three things: 1. An HDTV 2. An HD set-top box or cable card 3. Home theater cables (i.e. HDMI, component, optical, etc.) Our HD boxes are easy and convenient to install. Also, there s no equipment to buy. With twice the color resolution and approximately six times the sharpness of standard-definition programming, you ll feel like you re part of the action with HD. Our variety of HD programming is even wider than your HD screen. From movies to concerts to sports, you can get it all. Most of our HD programming is broadcast with Dolby Digital 5.1 Surround Sound, so you can get the complete movie theater experience without the hefty box office price. C-12

16 Digital Cable FAQs What do I do if the picture on the TV screen is distorted? Reconnect any loose cables but only using your hand and not any other tools. Verify that your TV is tuned to Channel 3. Why am I getting bad reception or unable to access my digital music channels? Make certain that the set-top box is connected directly to the cable outlet and that you aren t using a splitter. If you are still experiencing problems, check the rest of your cable connections. What do I do if my Interactive Program Guide (IPG) is frozen? Power cycle your set-top box. Unplug the box, wait a few seconds and then plug it back in. Please note, it may take a few minutes for the software to update and the IPG to become operational again. Why won t my set-top box turn on? Your set-top box may be updating. Wait a few minutes and try it again. If that doesn t work, make sure that the power cord is plugged in and that the outlet is working. Finally, turn on the set-top box manually by pushing the power button on the front instead of using your remote (batteries in remote control may be dead). Why doesn t the remote control work? Make sure that the remote control is in CABLE mode by pushing the CBL button. Remove any obstructions between the remote control and the set-top box. Check the batteries in the remote control and install new batteries if necessary. C-13

17 Why can I see a picture, but can t hear any sound? First, make sure the MUTE button hasn t been pressed. To turn the MUTE feature off, press the MUTE button on that particular component again. Also try turning the volume up. Finally, verify that the 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 are tight. What do I do if there is no video picture on the TV screen? Make sure that both your TV and set-top box are powered on. Next, check that your remote is set to the appropriate input source and that you are tuned to an authorized cable channel (if you re not sure, try turning to a channel you know that you get). Finally, if your TV or set-top box is connected to a home theater system, make sure that the home theater system is powered on, too, and that the cables are correctly connected. If any cable connections are loose, hand-tighten them. Will I need a separate digital set-top box for each of my TVs? No, not to receive standard cable TV. However, you will need a separate digital set-top box for each TV you d like to receive digital channels and digital services on (such as On Demand, premium movie channels, etc.). How do I find out what channels my favorite networks are on? Visit wowway.com for a complete channel lineup. What equipment do I need to order On Demand programs? All you need is a digital set-top box and a remote control. C-14

18 How much does On Demand cost? The cost of On Demand programming depends on the type of programming selected. Some of the On Demand shows are absolutely free, while Movies On Demand are comparably priced to the fees that your local video rental store charges. Can I place Parental Control blocks on On Demand programs, too? Absolutely. Please see the Parental Control section on page C-11. May I record On Demand programming onto my DVR? On Demand programs cannot be recorded onto your DVR. Do I really need an HD set-top box? If your HDTV has a built in HD tuner, you may be able to receive your local channels in HD over-the-air without the need to have an HD set-top box. But in order to receive premium movie channels in HD or other HD programming, you must have an HD set-top box and subscribe to the level of service an HD channel is available on. 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. Refer to our channel lineup for a complete list of HD channels. How many hours can I record on my DVR? The size of your DVR s hard drive and type of programming will determine how much you can record. For instance, a DVR with a 120GB hard drive can record up to 80 hours of standard-definition TV, or 20 hours of HD programming. For information specific to your particular DVR, please refer to wowway.com. C-15

19 How many programs can I schedule to record onto my DVR in the future? You can schedule as many recordings as you want within limits. Most DVR models are able to record two programs at the same time. You can also only record based upon the available space left on your hard drive. Can I watch one show on TV while I record another on my DVR? Yes, you can. You simply set up one program to record on one tuner and then swap to tune to the other. If you want to watch something different and still record two shows, you can watch a previously recorded program from the DVR. 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 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 designating that those programs can only be deleted manually. Some DVR models are also able to add an external SATA drive to increase your storage capacity. Please refer to our website for further details. How do I use Closed Captioning? To use closed captioning, the customer will need to go to the power menu. Select the power button, then less than 3 seconds afterwards, select the menu button to enable Closed Captioning in the menu. You can do this with the remote or the buttons on the front of the box. C-16

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21 Contact info You may contact us by , review our support section online at wowway.com or call our Customer Service center to speak with an Internet specialist at Lawrence One Riverfront Plaza Suite 301 Lawrence, KS Lobby Hours: M-F 8 am 6 pm Sa 9 am 5 pm Basehor State Ave. Suite 1A Basehor, KS Lobby Hours: M F 9 am 11:30 am 12:30 pm 6 pm Administrative One Riverfront Plaza Lawrence, KS M F 8 am 5 pm KS/0513

22 Thank you for giving us the opportunity to serve you.