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GENERAL
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Q: I was told my TV has the capacity for 120 channels. Why can't I get a picture on every channel? |
| Q: Why do I need a digital cable TV set-up box for pay TV? |
| Q: Do you sell digital set-top boxes? |
| Q: What is the difference between digital, analog and HDTV? |
| Q: Why was I disconnected today? No one contacted me. |
| Q: What is a bundle? |
| Q: I just changed my package [regroupement?] (last month) to include TMN. Why have I not received a Feature magazine this month? |
| Q: Does COGECO create the programming on cable TV networks? |
| Q: When there is an outage in the area, why are we not automatically credited for the time we are without service? |
| Q: What is a Variety Pak? What is included in it? |
| Q: The technician was here just five minutes ago but I missed him. Why do I have to reschedule another appointment? |
| Q: Why do I have to wait on a window of eight hours for the work to be done? |
| Q: I was told COGECO offers 24-hour service. Why do I have to wait until the next day to correct a service issue? |
| Q: I'm building a fence. How do I know where the cable is located underground? |
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Q: I was told my TV has the capacity for 120 channels. Why can't I get a picture on every channel?
A: We are not currently licensed to carry 120 channels. As well, the tuner is capable of receiving 120 off-air channels, not 120 cable channels. |
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Q: Why do I need a digital cable TV set-up box for pay TV?
A: Despite the fact that many VCRs and TVs have an expanded range tuner, they are not capable of descrambling certain high band signals such as those used for pay TV channels -- that's what the set-up box does. |
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Q: Do you sell digital set-top boxes?
A: Yes, we do sell digital boxes. Purchase of a digital box includes a 1-year warranty. Please contact us at 1-800-267-9000 for our latest purchase specials. |
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Q: What is the difference between digital, analog and HDTV?
A: Analog: The National Television Standards Council (NTSC) standard TV format (channel 3 output). This format is based on a video picture of 525 horizontal lines scanned from left to right across the television picture tube starting at the top of the screen (interlaced video). Digital: Digital Video Compression (DVC) allows us to compress more channels into a much smaller space than analog transmission allows. This enables us to offer higher channel capacity with excellent audio and visual quality. Many services we receive from satellite come in MPEG-2 format (Motion Picture Experts Group version 2). MPEG-2 is a video compression standard developed to take a standard analog video feed and convert it to a high speed digital data stream (several hundred million data bits per second). Computers with intelligent processing algorithms are able to compress this data stream to a much lower bit rate (3-4 million bits per second). HDTV displays sharper and wider images, like a movie screen, to deliver lifelike pictures and digital sound. |
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Q: Why was I disconnected today? No one contacted me.
A: If you have not made any payments or called us to make payment arrangements once your account is 60 days overdue, a contractor will visit your home to either collect a payment or leave a card with instructions to avoid disconnection. Accounts up for disconnection will receive a bill -- prior to the contractor visiting your home -- stating Final Disconnection Notice. A service charge will be applied if your account exceeds this 60-day period to cover costs incurred by our collections department. |
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Q: What is a bundle?
A: COGECO has recently started grouping services into different bundled packages so we can offer customers a significant discount. If you were to purchase a soft drink, burger and fries in a combo deal at your favourite fast food restaurant, you would save more money than if you were to purchase all products separately. The same is true of our bundles. Please click here for more information on the bundles available in your area. |
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Q: I just changed my package [regroupement?] (last month) to include TMN. Why have I not received a Feature magazine this month?
A: The Feature magazine mailing list is prepared 4-6 weeks prior to mailing, therefore it could take 1-2 months before you receive a Feature magazine. If you have not received your Feature magazine this month, please feel free to call us to have one mailed to you or visit one of our storefronts to pick one up. |
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Q: Does COGECO create the programming on cable TV networks?
A: No, COGECO doesn't create the programming. The individual broadcasters, and specialty and pay TV networks are responsible for programming. If you have any questions, you should contact the particular network. Click on our TV Network Links to visit the network Web sites. . |
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Q: When there is an outage in the area, why are we not automatically credited for the time we are without service?
A: All credits are handled on an individual basis. If you experience an outage for a period of time, please feel free to contact us to receive your credit. |
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Q: What is a Variety Pak? What is included in it?
A: COGECO currently has several specialty channels, such as A&E, HGTV, Discovery, Life, Comedy and Teletoon, which are offered in packages called Variety Packs [Paks?]. Please click here to view more information on the packages available in your area. |
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Q: The technician was here just five minutes ago but I missed him. Why do I have to reschedule another appointment?
A: Every attempt is made to contact our customers prior to the technician coming to your home. Our technicians are very busy and sometimes have to cover a very large area, depending on the calls that are booked that day. We will make every attempt to have the technician return to your home today, however, this is not always possible. |
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Q: Why do I have to wait on a window of eight hours for the work to be done?
A: COGECO currently offers several appointment windows for our customers, including: a First Call time slot between 8 and 9 a.m., morning time slots, afternoon time slots and evening calls. These calls are booked on a first-come first-served basis and, therefore, fill up quickly. All calls booked after these quotas have been filled are booked as "All Day" calls. |
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Q: I was told COGECO offers 24-hour service. Why do I have to wait until the next day to correct a service issue?
A: In the case of an emergency (area outage), our technicians are available 24 hours a day, otherwise, the Cable Television Standards Foundation (CTSF) requires individual outages to be repaired within 24 hours. |
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Q: I'm building a fence. How do I know where the cable is located underground?
A: It's always a good idea to CALL BEFORE YOU DIG. Contact our Customer Service Centre at 1-800-267-9000 and we will forward your request to the correct local locate service. |
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