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BendBroadband: FAQs
TECHNICAL ISSUE FAQS ALL-DIGITAL TRANSITION Q : Why is BendBroadband moving to an all-digital platform? A : There are two major reasons for BendBroadband to migrate to an all-digital platform.
There are additional benefits for BendBroadband and our video customers including:
Q : Do customers need a set-top box for every TV in their home today? A : Customers will need a set-top box for every TV in order to receive any of BendBroadband’s digital programming packages. All new video customers and customers transferring service will be required to have at least one set-top on their main TV and on any other TV that they want enabled with digital cable service. Through 12-31-08 only Essentials and Preferred Package customers will be able to receive the old analog basic cable lineup on additional TVs. BendBroadband will cease to transmit analog service as of the end of 2008.
Q : How does your all-digital effort relate to the February 2009 government-mandated all-digital change with regards to broadcast stations? A : The two efforts are separate, but related. By February 2009 all broadcasters are required to convert to digital over the air broadcast. The goal of the FCC mandate is to reclaim current analog over the air broadcast spectrum (bandwidth) for next-generation emergency communications. Many have already made this transition, such as KOHD, Bend’s local ABC affiliate. This conversion is representative of the general trend to all digital which is occurring in the cable and broadcast TV industry and already exists in satellite delivered television. BendBroadband first established a leadership position with the launch of digital simulcast in mid-2005 and now completes this transition with the elimination of analog cable TV by the end of 2008.
Q : If I am currently receiving analog basic cable on my additional outlet TVs, what will happen after December 31, 2008? A : After December, 31 2008 there will be no BendBroadband analog signal distribution and a set top will be required to receive digital cable service. However, if your TV is a late model, digital set, you would still be able to receive free over the air broadcast signals from local NBC, ABC, Fox and OPB stations. Older, analog TVs will require either a BendBroadband set top (to receive our digital cable service) or a customer-supplied digital converter box to receive free over the air local digital broadcast signals (ABC, NBC, Fox and OPB only). These converters are anticipated to cost $40 and the government is currently working on a possible rebate program.
Q : I currently subscribe to BendBroadband analog basic cable service, must I immediately upgrade to digital cable? A : BendBroadband ceased to offer analog basic cable to new subscribers as of May 16, 2007. Beginning on May 31, existing analog cable TV customers that transfer service to a new residence will be required to convert to digital service at the time of their move. All other current analog customers will be transitioned to digital service by the end of 2008. BendBroadband will be contacting customers during this time to promote the transition. Due to the large number of customers involved, BendBroadband will encourage people not to wait to the last minute to make the switch and will offer a self-install option with the DCT700 set top.
Q : How will this impact the cost of my cable TV services? A : Customers converting from analog basic to expanded basic service or higher, will experience increased cost related to digital service fees and set top rental, but will enjoy the added benefits of more channels, better audio and video quality, the on-screen programming guide, access to video on demand, music and parental controls. Over the past year, roughly 75-80% of new customers have chosen digital cable service for these valuable benefits. In order to provide more choice and pricing flexibility, BendBroadband launched Limited Basic ($17.95) in February 2007 and on May 16th we launched Family Basic ($27.95). These services provide the benefits of digital cable TV while still costing less than analog basic service even when DCT700 set top rental cost are included.
Q : I see that DirecTV is adding hundreds of HD channels according to their advertising. Many of these have been announced for this fall. Will BendBroadband be able to add all of these channels and if so when? A : First let’s review what is really happening at DirecTV. DirecTV is launching additional satellites that will give them the
capacity to add hundreds of HD channels over time. It’s important to realize that there are two types of channels – national and regional/local. National channels are available to everyone, while a given regional channel is only available to the respective region of the country (like a regional sports channel or a local broadcaster). When DirecTV refers to “adding hundreds of channels” they are counting all of the national and regional/local channels. Any given subscriber will not have access to hundreds of HD channels (frankly this spin is a bit deceptive in our view). Second let’s remember that DirecTV can only launch HD channels after they become available from the programmer. BendBroadband and other cable operators will also have access to these channels at the same time or within a short time thereof. To date DirecTV has actually identified about 40 new HD channels, including about 10 from HBO and 3 from Starz (only available to HBO and Starz premium subs).
Q : I have analog cable and I currently use a VCR to record one program while I watch another. How is the use of a VCR impacted by the transition to all digital cable? A : Programmers are doing everything that they can to protect their content from unauthorized copying. In a digital environment, channels are sent encrypted from either a cable company or satellite company. It’s important to note that older technology like analog does not enable encryption and never has. The digital set-top box or CableCARD contains the security software required for the decryption of the channel for viewing on the customer’s TV or recording by a VCR.
Q : How do I know if I have analog or digital cable? A : If you have digital cable you have at least 1 BendBroadband supplied set top box connected to a TV. This box is connected to the cable coming from the wall, and is then connected to your TV. Your digital service gives you an on screen guide, including parental controls, access to VOD, and 45 commercial free music channels. BendBroadband will no longer transmit in Analog, as per the FCC mandate, starting January 1, 2009.
Q : What is separable security and why it is used? A : Separable security refers to having a separate set-top box and CableCARD. The basic concept is that a customer can purchase a set-top box from an outside retailer and then rent a CableCARD from BendBroadband, or the cable provider in a given area, to receive digital cable service. CableCARD rental from BendBroadband is $2.95 each per month.
CUSTOMER NOTIFICATION FAQS Q : : I saw a message from BendBroadband in my web browser. What is it? A : We have the ability to communicate service updates to our BendBroadband High-Speed Internet Customers through their Internet Browser. These messages will notify you of planned maintenance in your neighborhood or product upgrades that may impact your BendBroadband services. A message will appear in your web browser when you first launch your Internet browser and a message may appear more than once. To acknowledge the message simply click on the close button located at the bottom of the message window. Click here for a screenshot of a
sample web browser message.
Q : Why are you sending me a message in my web browser? A : We acquired the web browser notification tool to quickly alert High-Speed Internet customers of maintenance and/or product upgrades that may impact their BendBroadband services. Since not all of our customers use our email service or check their email accounts every time they use their BendBroadband High-Speed Internet service, we are able to notify more customers using this new tool.
Q : Can you monitor where I go or what I do while I’m online? A : : BendBroadband does not monitor or track what websites a customer visits while they are using a BendBroadband High-Speed Internet connection (unless under court order to do so). Your online privacy is very important to us. For more information on how we safeguard your information please read the
BendBroadband privacy policy.
Q : How do I know a web browser message is legitimate? A : These messages will be displayed within the web browser window and they will not come in the form of pop-up ads or banner ads. They are also clearly identified with the BendBroadband logo. If you have a question about the legitimacy of a message from BendBroadband, please contact us via the
BendBroadband online support request, Live Chat or 382-5551.
PHONE FAQS Q : : Where is BendBroadband Phone service available? A : BendBroadband Phone service is available wherever cable exists in Bend, Redmond, Terrebonne, Sisters and Black Butte.
Q : How much does BendBroadband Phone service cost? A : We offer 3 home phone plans. With any other BendBroadband service, the monthly price is between $18.95 and $38.95 per month. All home phone plans include unlimited local calls and up to 15 calling features. You can choose from unlimited long distance or 5 cents per minute long-distance anywhere in the continental U.S. taxes & fees. Equipment rental is $5 per month or a one-time purchase fee of $99. E911 and USF taxes and fees are additional and are approximately $2 per month, per line.
Q : How much does an additional line cost? A : An additional line is available at a 20% discount. Depending on the plan you choose, your price will be between $15.16 to $31.16 per month for the second line.
Q : How much does it cost to call Hawaii or Alaska? A : Hawaii costs .05 cents per minute and Alaska costs .09 cents per minute.
Q : How much does it cost to make an international call? A : International rates vary by country. A list of our international rates are available on our website.
Q : Do I need any extra equipment? A : A Multimedia Modem is required for this service and is supplied by BendBroadband. The Multimedia Modem is a device that combines both a cable modem and a telephone connection device that will connect to all the active phone outlets in the house.
Q : How is the service installed? A : Your current phone outlets are disconnected from the existing incoming phone lines & connected to a separate house box ("NID") on the outside of the house. The Multimedia Modem is connected to a dedicated cable outlet in the house - no splitters are allowed on this line - and then a line is run to the NID. Phones are connected to jacks throughout the house just as they were before.
Q : What features do you offer? A : BendBroadband Phone comes with up to 15 popular features including:
Included with all phone plans:
Q : Can I keep the same phone number? A : You can keep your same phone number if the number is an active land line (no cell phone numbers) and if it is currently in service. If you wish to transfer your number to BendBroadband Phone, your install will be at least 10 days out and can only be rescheduled further out, if necessary, with 72 hours notice.
Q : Will you have to rewire my house? A : We will be running a dedicated phone line from the Multimedia Modem to the phone box on the outside of the house. We may need to install a cable jack near the preferred location of the Multimedia Modem, especially if other cables services are in the room, as it must be a "home run" to the incoming cable service. The dedicated lines are required for the phone service to work properly with security alarms and to ensure the best call quality. Our installers will use the best possible path to run this cable and can offer color choices when the cable may be visible. Apart from connecting to the phone box and any extra phone jacks you may request, we will be using existing phone wiring.
Q : Can I check my messages when I'm away from home? A : Depending on your plan, messages can be retrieved either by phone - calling from your home phone or to your home phone number - or by email.
Q : How will I be billed? A : Your monthly rate will show as a separate item on your BendBroadband bill. All calls billed on a per-minute basis will be reflected in the following month's statement as a single line item. Your individual call details can be viewed online at www.bendbroadband.com/myphoneaccount.cfm or from a link on www.bendbroadband.com. If you don't have Internet access, arrangements can be made to mail a detailed list of calls to you.
Q : Will I be able to place 911 calls? A : Yes. BendBroadband Phone offers Enhanced 911 which means that emergency personnel will automatically know the location of your home where your BendBroadband Phone service is from the incoming call.
Q : What will happen if there is a cable outage? A : If cable is out, phone service will be out. If electricity is out, your phone service may still be available for up to 4 hours as long as there is power to the cable equipment in the street, as the Multimedia Modem has a battery back-up. Your phone must also have battery back-up or not rely on electricity in order to function during a power outage.
Q : How do I place my order? A : A BendBroadband customer care representative will take your information and schedule an install through our normal Bendbroadband system. When they have finished entering your order you will be transferred to an automated Third Party Verification system that will ask you questions about transferring your phone service to BendBroadband. Please be sure to speak clearly and complete this entire call until you receive a verification number, as we will not be able to complete your request unless you do so, under FCC regulations.
Q : What is the difference between BendBroadband Phone and VOIP? A : BendBroadband Phone has several advantages over other Internet phone providers.
Q : How Do I Use a Fax Machine with BendBroadband Phone? A : If you do not have a dedicated fax line and you want to share your phone line
with a fax machine you will need to set your fax machine to manual.
Q : Can I use BendBroadband Phone with a medical alert system? A : Generally, we have found that compatibility with medical alert systems and their equipment varies widely. We recommend that you contact your medical alert system provider and discuss your specific case. BendBroadband Phone does use a separate piece of equipment (MTA) that connects to your phone and the cable outlet. In some instances, your medical alert device may not be able to send signals through the MTA or the MTA would require a power reset after a commercial power outage. As stated in our terms of service (Additional Terms and Conditions applicable to BendBroadband Phone Services, section c), we do not guarantee that these services will be compatible with our service offering. Therefore, you are solely responsible for your decision to use these devices in conjunction with our service.
VACATION/SEASONAL SERVICE FAQS Q : I'm going to be away for less than a month, can I still use the Vacation/Seasonal Program to stop my services during this time? A : To qualify for the Vacation/Seasonal program you must be gone for at least one month. BendBroadband pays for services from video programming and phone suppliers on a monthly basis. Therefore we cannot offer partial month billing to existing accounts for these services. The cost and inconvenience of turning high speed Internet services off and back on within 30 days do not justify the limited savings available. Based on our research, other cable companies typically limit their seasonal programs to a minimum of 2 or 3 months.
Q : Can I place a seasonal disconnect on some but not all of my services? A : No, this situation would be handled as a standard downgrade of services. To qualify for the seasonal program, all services must be placed in seasonal status.
Q : I'm not sure of my return date - can I still use the seasonal service program? A : No problem! Please provide an approximate return date so that we can enter an order to restart your services. Then, please call us at least two weeks before your actual return date, if your return date changes, to ensure your services are turned on at the appropriate time. If we do not hear otherwise, services will restart on the original date provided.
Q : If my return date doesn't change, is there any need to call BendBroadband to restart service? A : If your return date doesn't change, there is no need to contact us. That's one of the great advantages of the Vacation/Seasonal Service Program!
Q : I currently have promotional/special offer discounts (e.g. Dish Buy Back, $99 Triple Play), what happens to these discounts during and after I'm in the Vacation/Seasonal Service Program? A : Service discounts do not apply during the seasonal program as the customer is not being charged for the related services. Additionally, because discounts are intended to be used consecutively during a specified time following the subscription to a new service, the time period in which your account is in seasonal status will count as part of the discount time period. The following examples illustrate how this will work:
Q : I used to pay $10 for a restart - why the increase in charges associated with the new Vacation/Seasonal Service Program? A : The $10 restart fee was created many years ago when we only had video service and no expensive equipment in the customer's home. With the introduction of digital video, high speed Internet and phone service and the associated equipment and activation cost, it was necessary to create a formal program that allows us to cover the cost involved with seasonal activities.
Q : Why do I have to pay regular digital equipment rental charges while I'm on the Vacation/Seasonal Service Program? A : BendBroadband rents digital set tops at a price that barely covers our purchase cost. We assume the added risk and cost of equipment repairs and obsolescence associated with this equipment. Thus we require customers to continue to pay normal rental charges during the time they are in possession of the equipment, whether it is in use or not. We encourage our customers to leave their digital equipment and home entertainment set up intact during the seasonal period but this is not required.
Q : Can I return my digital equipment while I am on the Vacation/Seasonal Service Program? A : Yes, customers may disconnect and return their equipment. This will require a visit to our office at which time we will need to downgrade your account to remove digital services. Following that we would enter the order to put your account into the Vacation/Seasonal Service Program. At the time you return you would need to make another trip to our office to obtain and self install the equipment or would need to schedule a service call to install the digital equipment at the normal install charge for a single service ($36.25). We encourage our customers to leave their equipment in place during their time away which will avoid the time, effort and cost associated with these steps.
INTERNET FAQS Q : My Internet connection seems to be slow? What maybe the cause of this? A : BendBroadband provides three speed tiers:
Q : Does a wireless router affect my performance speeds? A : Wireless routers typically cause a reduction in signal strength or speed. For best results, consider connecting the computer directly to the cable modem.
EMAIL FAQS Q : What is BendBroadband Mail? A : BendBroadband Mail is our webmail product. With BendBroadband Mail, you can have up to 5 free email accounts that you can check from any computer with Internet access. Plus, you get 100 MB of storage space per account and access to many of the same features you have with Outlook or Mac Mail such as an out of office/vacation assistant. For more information on features, click here.
Q : Where can I learn to use my BendBroadband Mail features? A : On the email login page, there is a Help link that will take you to an information guide about your email features. For other questions about your email, please visit our Online Helpdesk.
Q : How can I setup my Outlook account to retrieve my bendbroadband.com or bendcable.com email? A : Answers to most email or Internet related questions can be found at our Online Helpdesk. For your convenience, you will find a searchable knowledge database, document library and trouble shooting tips to help you. You can also contact us using our online support request form, live chat or 382-5551.
Q : How can I setup my Outlook account to retrieve my bendbroadband.com or bendcable.com email? A : Answers to most email or Internet related questions can be found at our Online Helpdesk. For your convenience, you will find a searchable knowledge database, document library and trouble shooting tips to help you. You can also contact us using our online support request form, live chat or 382-5551.
Q : What is "spam"? A : Spam is a common term for junk email or unsolicited emails.
Q : What is "phishing"? A : If you receive an email from a web site or company urging you to provide confidential information, such as a password or Social Security number, you might be the target of a phishing scam. If this happens, do not reply to the e-mail. Companies should never ask you to provide personal information via email. BendBroadband specifically will never request any customer sensitive information such as account numbers, credit card information, etc. via email.
Q : What steps does BendBroadband take to minimize the impact of Spam? A : BendBroadband Mail uses an automated tool that monitors all email traffic. Based on a scoring system, items that are clearly spam are blocked and are not passed to users. Items that are likely to be spam are flagged and passed on to users for individual filtering. While this process is highly effective and accurate, no filter will correctly mark all spam. BendBroadband attempts to maintain the appropriate balance between eliminating large volumes of spam and not filtering out legitimate email.
Q : How can I set up my mail filters to keep spam from my inbox? A : Once items are marked as potential spam, customers may use the spam filtering feature in BendBroadband Mail or other email applications to send emails flagged as "SPAM*" to a trash or other appropriate folder.
Q : Why was an email from someone I know marked as spam? A : Occasionally legitimate mail will be flagged as spam and sometimes emails that are spam will not be flagged. Unless you have set up mail filters to take specific action with emails marked as spam, nothing will happen to the email. We recommend that email users that have set up spam filters check their folders periodically for legitimate mail. You can also exclude email from known email addresses from being sent to your trash or spam folder by setting up mail filters that direct emails from known addresses to your Inbox. For instructions on how to do this, click here.
Q : What is the detailed Spam Filtering Process used by BendBroadband? A : Based on a sample taken from email messages, an individual in our IT group classifies them into two groups -- obvious spam and obvious good mail.
Q : Where does all the spam come from? A : Some spammers are actually our own customers who may not be aware that their computer is being used to traffic spam. Spammers often search for computers that do not have firewalls or router hardware security protection. The spammers then create small applications called “spam bots” that can be installed on a high-speed Internet user’s computer without their knowledge. These spam bots are used to generate millions of spam messages and can cause significant delays in email delivery times for all customers. Using a new web browser notification tool, we are now able to send a message through a BendBroadband High-Speed Internet customer’s browser that notifies them if their computer is generating spam. A link to a free tool is provided that will clean the computer of any spam bots that have been installed without their knowledge.
PROGRAMMING FAQS Q: Do you plan to carry Comcast Sports Net NW? A: BendBroadband has been in ongoing negotiations with Comcast Sports Network NW for the past 12 months. During this time we have made significant progress towards an acceptable agreement. We are continuing to negotiate for terms that will minimize the increase in the price of your cable TV service.
Q: Why does channel 620 (FSN HD) primarily show color bars and why aren't more games shown in High Definition? A: When there are no HD games scheduled on FSN HD, that channel instead shows color bars (similar to an off-air signal seen in the past to signal the end of a broadcast day).
Q: Why is ____________ channel not offered? A: BendBroadband strives to represent the broadest selection of programming and therefore we take every channel request very seriously. When we have the opportunity to add to our channel line-up, we make considerations based first and foremost, on customer demand. To better gauge customer demand for new channels, BendBroadband will be conducting a phone survey of randomly selected subscribers during September. Among the topics to be addressed; well be asking customers about their preferences for the possible addition of one or two new basic cable channels.
Q: Why are infomercials running when Jeopardy, Oprah, Wheel of Fortune and other programs are scheduled to be on the air? A: Our local NBC affiliate station (KTVZ) has the right to black out syndicated shows, this is known as Syndex (Syndicated Exclusivity). The FCC states that cable systems must black out syndicated shows from distant signal stations, when those syndicated programs also air on a local broadcast station that owns the exclusive rights to those programs for that market. Every week, BendBroadband receives a list of syndicated programs that we must block throughout the week. Generally speaking, the list below covers the current programs that KTVZ asks us to block:
KOIN – Dr. Phil, The Ellen Degeneres Show, and Extra
Q: Why do you carry two CBS stations? A: Because many of our customers have moved to Central Oregon from the Eugene/Springfield or the Portland metropolitan area, we have historically provided our customers with access to both Eugene and Portland news perspectives, and therefore we ended-up with two CBS affiliates.
Q: Why don’t you offer premium sports pay-per-view content like ESPN GamePlan, NHL Center Ice, or NASCAR In Car? A: BendBroadband strives to represent the broadest selection of programming and therefore we take every programming request very seriously. When we have the opportunity to add new programming, we make considerations based first and foremost, on customer demand. We currently do not offer any premium sports PPV content (besides occasional UFC and boxing) however, we are considering the addition of this pay-per-view option for our digital cable customers assuming there is enough customer demand. Please be aware that we currently offer 3 Fox College Sports channels in our Bronze Sports Tier (Atlantic , Central, and Pacific). These 3 digital networks offer college football and basketball games from the Big East, Big 10, ACC, Big 12, MAC and other college conferences that do not get much coverage out here on the West Coast. Hopefully some of your favorite teams are covered on those networks and that may be a viable option for you right now or until we have actually had the chance to get the necessary equipment needed for ESPN GamePlan. VERSUS (channel 150) in our Preferred Package also carries NHL games. Another alternative to consider in the meantime is GamePlan’s online option. ESPN GamePlan Online provides excellent video quality and on-demand features directly to your computer and this may help you to get the games you desire. You can learn more about this online option at the ESPN website.
Q : I find commercials like “Girls Gone Wild” (or other programming) offensive. Why do you air these? A: Please be aware that BendBroadband does not have any say in what a programmer elects to show on one of their channels, nor do we control the signal that we receive from the programmer. BendBroadband is not allowed to block programming, no matter how questionable it may seem to individual viewers. However, if you prefer to block selected channels or “adult rated” programming material within your household, there are several methods that can be used. Information on these methods can be found on our website, or by calling one of our customer care representatives. Our goal is to provide both choice and control to our customers, based on their individual viewing preferences and within the limits of available technology. Regarding the “Girls Gone Wild” long form commercial, one could certainly lodge a formal complaint with the programmer or ownership group of that particular channel. In addition, you may also choose to contact the FCC. Because infomercials are not rated, current blocking technology is not effective in this case. Contact Information:
Q: How can I find out what's on TV? A: When it comes to programming information
you'll be happy to know that you have plenty of options. In addition to the TV Guide Channel (basic cable channel 8) which offers 90 minutes of programming information 24 hours a day, our two choices of digital cable
interactive programming guides also offer up to 2 weeks of programming information for all of our digital cable customers.
Q: Do you carry or plan to carry the NFL Network? A:
BendBroadband is disappointed to report that we will not be carrying the NFL Network for the 2007-08 football season. BendBroadband proposed to carry the channel as part of the soon to be launched “Preferred” package, where those customers who wanted the NFL Network could choose to pay for it. However, the NFL Network continues to exhibit no flexibility in their requirement, which states the channel must reach a minimum of 80% of any cable company’s subscribers. In order to fulfill that requirement, BendBroadband would be forced to place the channel in nearly all of our packages, thus increasing cable rates by over $1.00 for the vast majority of our subscribers, most of whom do not want this additional sports programming.
Q: Where can I learn more about Parental Control features?
A: BendBroadband is committed to providing family-friendly programming. We offer a wide array of programming choices. Additionally, if you subscribe to our digital service your set-top box has the ultimate in parental control features. For more information
click here.
VIDEO ON DEMAND FAQS Q: Why are Video on Demand movies only available for 24 hours?
A: The duration of VOD viewing windows are determined by the content providers and movie studios. Although longer VOD viewing windows have been discussed, cable operators are currently required to limit viewing windows to 24 hours.
Q: Why did you choose to include SVOD for all premium multiplex subscribers doesnt this drive up the cost of the premium multiplex channel packages?
A: Other cable systems have found that premium SVOD is extremely popular with their HBO, Cinemax and Showtime customers and we have had numerous requests to add premium SVOD content. We considered offering this SVOD content ala carte, but this would have raised the price considerably. By offering this as part of the package to all premium subscribers, we were able to minimize our cost and pass this savings on to our premium channel subscribers.
MOXI FAQS Q: How much storage capacity does my Moxi have? A: The 1-room Moxi (BMC 9012) has an 80 GB hard disk, with 73 GB available for recording. The other 7 GB is used by software and other components. The storage capacity on the Moxi will depend on the digital format of the show you are recording. A show in HD will take up more space than a show in standard definition. Here are some general guidelines for storage on your Moxi : Typically, the Moxi box will not allow the space on you hard disk to fill up. Unless you tell Moxi never to delete recordings by choosing “keep until I delete” for all of them, Moxi never lets the hard drive get full. In most cases, Moxi manages the space based on the priorities you set. If Moxi needs space to record a new show, it asks you to delete some others.
Q: Is there any way to expand the storage capacity on my Moxi? A: Short of upgrading from BMC 9012 to a BMC 9022, there is currently no method for expanding the hard drive capacity of the Moxi.
Q: I have more questions about Moxi. Where should I go? A: The Moxi Viewers Guide that you received during installation includes many helpful tips and FAQs. You can also refer to the Digeo Moxi website at the following address:
http://digeo.com/prodserv/moxi_faq.jsp
SET-TOP BOX FAQS Q: Should I purchase my set-top box instead of renting it? Does BendBroadband support set top boxes purchased from a 3rd party?
A: Although BendBroadband will sell you a set-top box, we do not recommend this practice. This is mostly due to warranty/service impacts and the fact that technology continues to progress at a rapid pace. By renting your set top you have the option to upgrade as technological advances occur - without the significant cost associated with purchasing a new unit.
Q: Why is
there a message light on the front of my set-top box?
A: Messages may be sent occasionally to digital set-top boxes by BendBroadband to announce new services, system updates, or other information. When you have a Message, an envelope indicator will appear in the upper left corner on the Main Menu screen of the i-Guide interactive program guide and a red light will appear on your set-top box. From the Main Menu, select Digital Message. Highlight the desired Message and press OK to read it. Q: How can I transfer my DVR recordings to another form of media (such as my VCR, DVD, my Computer Hard Drive, my IPOD or other peripheral device)?
A:
A DVR is designed to allow the video subscriber to record a broadcast for personal use at a later time. Such personal non-commercial copying of programs is generally permitted under applicable copyright laws. However, the copying or transfer of DVR recordings to other forms of media could violate federal copyright laws. For more information, specific questions regarding copyright protection for any transfers of content from a DVR is more appropriately directed to the copyright holders themselves.
HDTV FAQS Q: What does BendBroadband mean by free HD channels? Why are some channels free while others are not? A: The free HD channels are available to customers who have an HDTV as well as an HD set-top box. We have a few HD boxes for you to choose from, please call customer care for details. Once you have both an HDTV and an HD set-top box you will have access to our free HD channels. These channels are HD simulcasts of the standard definition channel and thus are given to BendBroadband free of charge by the programmer because we carry the standard definition channel. The HD channels start with the number 6 (and soon 7) and usually end with the same two digits as the standard definition channel. For example, KOHD standard definition resides on channel 9, the HD channel resides on channel 609.
Q: Occasionally, when I am watching an HD channel on my HD TV, the picture does not fill out the entire screen. Why is does this happen? A: Although a channel may be an HD channel, not necessarily all the programming will be in HD. This is typically the case with commercials. You’ll notice that shows that are not in HD have black bars, called pillar bars, on the left and right of the picture. This is a smaller image, made to fit a 4:3 screen. HD picture quality is formatted to fit a 16:9 screen and again will fill out the entire screen on your TV. There may also be times where there will be black bars on all four sides of an image on your HD TV. This occurs when a commercial or a program is shot in what is referred to as letter box and is intended for a 4:3 screen. BendBroadband has no control over the programming on HD channels, so we cannot control the picture size. As technology advances, more channels switch to HD and high definition TVs become more common, programmers will air more programming in the 16:9 size format.
Q: Can you please explain why KTVZ HD continues to have audio and picture problems? A: In addition to recurring instances of audio distortion, KTVZ HD viewers have also experienced lag times which impact both the audio and the picture quality when the station transitions from standard definition programming to HD programming.
Q: I have an HD television with an integrated HD tuner (also known as a QAM tuner). Can you please tell me how I can access the “Free” HD channels that BendBroadband carries? A: By using your HDTV’s integrated QAM tuner, you can access the Free HD via the QAM channels as listed below: TECHNICAL ISSUE FAQS Q: I have a Moxi box, or a cable modem, that has stopped functioning – what should I do? A: Because a key part of the Moxi box is cable Internet mode, you essentially need to treat it like you would your computer. If you have a blinking light on your modem or Moxi simply try resetting or disconnecting the power on the box, waiting momentarily and then plugging the power back in. If this doesn’t solve the problem, feel free to call one of our Customer Care Representatives at 541-382-5551.
Q: How do I take advantage of Secondary Audio Programming (SAP)?
A: Many modern stereo television sets have a feature in their audio equipment that allows the reception of sound other than the main audio for the program. This feature is called Multi-channel Television Sound (MTS). A TV set with MTS can receive mono sound, stereo sound, or Secondary Audio Programs (SAP).
The SAP feature allows a TV station to broadcast other information to the viewer through the audio receiver system. That other information could be the same program audio in another language, or something completely different, such as weather information or Descriptive Video Services (DVS) for the visually impaired.
As an example, ABC regularly provides Spanish audio commentary during "World News Tonight" and "Monday Night Football" as well as other selected sporting events and specials. They do this using the Secondary Audio Program (SAP). Viewers who had the SAP feature turned on could hear the game in Spanish.
Activating or deactivating the SAP is done on most television sets through a menu using the remote control. Every TV set is different, so the best way to do that is to follow the instructions in your owner's manual. But if you don't have the owner's manual that came with your TV anymore, you can still change the settings for the SAP if you have your remote control. Here are a few things to keep in mind:
If you don't have your remote control or your owner's manual, contact the store where you purchased your television. Many times they can help with obtaining another operation manual or finding a universal remote control that will work with your television.
Q: How come I can hear audio but see no picture on channels 604, 605, 607 and 613?
A: These channels are broadcast high definition channels that require an HDTV and HD-ready cable set-top box. Standard definition set-top boxes will not display a picture from these broadcast HD channels so customers will see a black screen with the flip bar and be able to hear the audio from these unencrypted broadcast HD channels.
Q: How do I program my remote control?
A: BendBroadband currently supports the following remotes (see the list below).
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Q: What is an HDMI cable? A: HDMI (High Definition Multimedia Interface) cables connect high-definition video sources; in our case they connect a HD set-top box to a HDTV.
Q: What makes HDMI better than other cables? A: HDMI provides the clearest, sharpest picture and is the only consumer cable that supports Dolby TrueHD surround sound and DTV Master HD surround sound. HDMI takes the digital signal from the set-top box and transmits the signal to your TV or A/V receiver in digital format. Because HDTVs and A/V receivers are digital devices, no analog conversion takes place. Component video cables require that the digital signal be converted to analog then converted back to digital by the TV. In that conversion, some of the information can become lost which can lead to signal degradation.
Q: Besides a clearer picture, what are the other advantages of HDMI? A: Because HDMI cables can handle both video and audio (versus up to five component cables) you’ll have a cleaner connection with fewer cables on your devices.
Q: I thought that BendBroadband had previously advised against using HDMI cables because the connections were not secure. What’s changed? A: In the past there was a concern that HDMI cables could easily become disconnected. However a new HDMI cable has been introduced recently that includes a locking device that prevents the cable from accidental disconnections.
Q: Which BendBroadband set-top boxes support HDMI? A: The majority of BendBroadband HD set-top boxes support HDMI. Many of our HD set-top boxes are even labeled “HDMI” on the front panel but if you have questions, don’t hesitate to call for details.
Q: How do I know if my HDTV supports HDMI? A: Please refer to the owner’s manual that came with your TV. |
