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|Swiftel Video – Frequently Asked Questions|
What is Internet Protocol Television (IPTV), and how is it different from analog cable service?
Internet Protocol Television (IPTV) is a method of distributing television content over IP (eg. broadband) that enables a more customized and interactive user experience. Swiftel delivers IPTV using its Fiber Optic Network to deliver services instead of the traditional radio frequency broadcast, satellite signal, and cable television (CATV) formats. The most visible piece of the system, which is located in your home, is the set-top-box: the computer based piece of equipment that decodes and decrypts TV content and displays it on the TV screen.
In a typical TV or satellite network using broadcast video technology, the content constantly flows downstream to each customer, and the customer switches the content at the Set Top Box (STB). The customer can only select from the choices that the cable or satellite company can fit into the “pipe” flowing into the home. Swiftel’s switched IP network works differently. Content remains in the network, essentially a holding place, and only the content you select is sent into your home. That frees up bandwidth, and your choice of content is less restricted by the size of the “pipe” into your home. An IP-based platform also allows significant opportunities to make the TV viewing experience more interactive and personalized. For example, the interactive program guide allows you to search for content by title or actor’s name and gives you the ability to adjust parental controls.
What is a stream?
A stream is like a connection to the network. Each connection you have to the network allows you to select a channel for viewing or for recording with your DVR service. It is possible to view a stream (or use a connection) in multiple locations within your home. However, you cannot watch multiple channels simultaneously on a single stream, so picture-in-picture options will not function. Each stream is accessed by setting your television to a designated channel. The typical channel assignments are:
SET TOP BOX CHANNEL/STREAM
Entone Hydra channel 10 = stream 1 or using a direct connection such as HDMI.
Entone Hydra channel 23 = stream 2
Entone Hydra channel 39 = stream 3
Entone Amulet channel 3 or 4 for the single stream or by using a direct connection such as HDMI.
If your Set Top Box is a three (3)-stream Entone Hydra, each of your remotes will have a number on the battery cover on the back of the remote which indicates which stream that remote has been programmed to control. You will want to confirm that your television is tuned to the channel that correlates to the stream number on the remote.
On a multi-stream Hydra Set Top Box, stream 1 is considered the primary stream where features like true High Definition (HD) and Pause Live TV are only available.
What are some Set Top Box (STB) placement considerations?
The STB should be placed in an area that is ventilated with no less than 2 inches of clearance space above the STB. Do not place anything on top of the STB's.
The STB should be plugged directly into an electrical wall outlet or into a high quality power strip designed for audio/video applications.
How is operating the remote different from what I’m used to?
The remote supplied with your Set Top Box is a Universal Remote. It can be programmed to operate multiple devices. Your remote can also be programmed to control one television, and one other device, such as your VCR/DVD or Surround Sound system. The Swiftel Technician will program each remote to operate with the appropriate stream through your Set Top Box. Across the top of the remote are the 3 buttons that you will use to indicate which device you are operating. The STB, TV, and AUX buttons will each light up to indicate which is active.
Since a stream can be viewed on multiple televisions within your home, you may find it beneficial to purchase additional remotes that are programmed to operate the same stream. For example, if you have a television in your kitchen that will be sharing stream 3 with another television located in a bedroom, you may want 2 remotes programmed to operate stream 3. Additional remotes can be purchased at the Swiftel office.
Do I need to turn off the STB when I am not viewing TV?
No, the STB is made to stay on for improved performance and to be ready to respond when you wish to watch TV. When you are done watching, press the TV button or STB button (if programmed to control the TV) and then the Power button to turn the television off. When you are ready to watch again, press the Power button to turn the television back on.
Where can I go to learn how to use some of the features of my video service?
My TV screen is snowy or black
Confirm that electrical power is connected to both the TV and the STB, and verify the TV is turned on.
Your TV may be set to the wrong channel or Input. Press the TV button on your remote and enter the correct channel number.
If your TV is connected to the STB using an Input such as HDMI-1 or AV1 then press the Input button on the TV remote and select the correct Input from the list that appears on the TV screen. For some TVs, you may need to use the TVs original factory remote to get the TV set to the correct input or change the channel.
Once you have your television set to the correct channel and/or input, and you are able to view programming, make sure to push the STB button on the STB remote before changing the channel.
I have no sound, or the sound is garbled.
Try switching to another channel and then back, this will usually clear the issue.
I have a picture but cannot change channels or bring up the guide.
One of my streams stopped working, but the other two are working normally.
Unplug the Set Top Box from the electrical outlet, wait 30 seconds and then reconnect. You will then see the STB re-boot progress on your television screen.
Pause Live TV and/or the DVR occasionally do not work.
Check the location of your STB. Is it in a well ventilated area with at least 2 inches of clearance above the top of the STB? Is top of the STB clear with nothing placed on top which would obstruct the air vents? Is the STB plugged directly into an electrical wall outlet or a proper electrical power strip designed for audio/video use? Should any response be other than "YES", then correct the condition. If the symptom persists beyond 45 minutes after correcting the STB placement requirement, call Swiftel Customer Support for assistance.
My system seems to be locked up, it is not responding to any of the buttons on the remote.
Remember that this IPTV system uses a different technology than the typical cable system. The commands entered through the remote goes to your STB, which functions like a computer, and then out to the network. If you press multiple buttons, you are entering multiple commands and the processor may become overwhelmed. If the system is locked up, stop using the remote and give the system some time to catch up.
Reminder: Avoid pressing more than one button on the remote at a time. Allow the system to respond to each command.
After trying all of the above, you may need to re-boot the Set Top Box. Unplug the Set Top Box from the electrical outlet, wait 30 seconds and then reconnect. You will then see the re-boot progress on your television screen.
I am not getting a complete channel guide, or I cannot look at programming at future times.
In the left center of your guide screen is an indicator on which guide you are looking at. The options are All, Subscribed, or HD. Each time you press the Guide button, the guide will toggle between those options. If you have set up a customized favorites list, that will also appear as you toggle between the options.
When your Set Top Box goes through a re-boot process, it takes some time to download the information within the guide. You will be limited in the time slots you can scan ahead to until the guide is completely reloaded.
I want to change some of the settings, but the system requires a password.
The default password is 0000. You have the option to change that password with the settings.
If you have forgotten your password, call Swiftel customer support to have it reset at 696-Help (4357).
If you have tried the suggested steps to resolution of the symptoms listed above and are still having problems, please call Swiftel customer support at 605-696-HELP (6375) and we will be happy to assist you.
Can I record one channel while I am watching another?
Yes. With either the Amulet or the Hydra STB you can record one program while watching another channel. With the Hydra STB, you can record one channel while watching up to three different channels.
Note: If you have a Hydra and have subscribed to 3 streams, you can watch 3 different programs and record up to 2 programs, however, the television on stream 1 must watch one of the programs being recorded.
Will the DVR record on more than one TV in my home?
Swiftel DVR service comes with the Whole-Home DVR option. This means that a user can initiate a recording from any television in the house. DVR recordings can also be viewed from any television.
Does the parental control prevent DVR use?
The parental control does not stop the other users from accessing the DVR function but it will prevent them from viewing any content that is blocked by your parental control settings.
When recording, does the caller-ID screen remain on the recorded program?
No, the on-screen caller ID feature functions separately from any of the DVR functions. On-screen caller ID messages will not be recorded, and if you are watching a recorded program, you will still see any incoming call information.
Can I watch a previously recorded program while recording another or multiple programs?
Yes, you can be recording 2 separate programs while watching yet another previously recorded program on your primary stream. Also, the recording will not affect your ability to watch other channels on your streams 2 or 3 (if subscribed).
How do I know how much space is left for recording in my DVR, and what happens when it is full?
When you are in the DVR menu, you will see an indicator which will tell you the approximate percentage of your storage space being used. Note: High-Def programs take more storage space than standard programming. When the DVR is full and a new recording is requested, the DVR will delete the oldest recorded program. Programs recorded on the DVR are for short term storage on that DVR only and can not be transferred or saved to other storage media for viewing.
How do I…
Program my STB remote to control my television with the TV button.
Program my STB remote to work with other devices.
Program the STB Remote to control the TV volume and power with the STB button.
With the STB remote, it is possible to control your TV's power and volume from the STB button on the remote. Once your remote is able to control your TV's power and volume when you press the TV button you can then lock these functions with the STB button so you never have to press the TV button again in order to power up or control the volume on your TV. To lock the TV and STB buttons together in this manner, follow these steps:
Program an extra/replacement remote for the Hydra Multi-Stream STB to the correct stream.
First be sure that the numbered battery cover on the remote coincides with the stream you are programming. Then be sure the RF antenna is securely attached to the ‘Remote Antenna’ port on the back of the STB.
Program an extra/replacement remote for the Entone Amulet Single-Stream STB
Change my RF (Radio Frequency) remote to IR (InfraRed) and vice versa