Q: Why did Cogeco change my Interactive Program Guide?
A: As part of our ongoing commitment to provide enhanced features and services to our customers, Cogeco has launched a new Interactive Program Guide that offers improved performance. The new guide has a high-resolution design, and is about 50% faster than previous versions of the guide. It also offers some terrific new features, such as the ability to view 90 minutes of programs listings at one time, and search for programs by category, channel or title.
Q: What are the icons (little pictures) at the bottom of the screen?
A: Quick Menu Icons are available to help you find what you’re looking for faster. The Quick Menu lets you quickly go to other areas of the guide, such as Movies or Favourites Menus. Once you have selected a program title by highlighting it and pressing OK or INFO, you can use the Action Icons on the information screens to set Reminders and Parental Locks, schedule Recordings, BUY programs and more.
A: You will find descriptive text beneath the row of icons when you have an icon highlighted. This information changes as you move the yellow highlight using the arrow buttons on your remote. On Program Information screens, the Action Icons are specific to the program. For example, a BUY Icon will appear only for VOD and PPV programs. Playback Icons will appear only for recorded programs or rented VOD titles.
Q: I can’t see the entire program title in the listings.
A: Some program titles are too long to fit in the space provided in the grid. You might see “…” to indicate there is more to the title. (For example: “Third Rock from the Sun” might look like “Third Rock…”). Highlight the program and Check the Instant Information area at the top of the screen for program title and other valuable information, including rating, actors, start/end times, etc.
Q: What is the graphic bar that appears when I change channels?
A: The Flip Bar appears for a few seconds as you’re changing channels to provide important information about programs. You will find the name of the current program, start and end times, channel number, rating and current time.
A: i-Guide provides detailed information on programs, including movies and sporting events. While in a listings screen, you can access information by pressing the INFO button on your remote. While you are tuned to a program, press INFO once for Instant Information or twice for complete information. Information includes program details like actors, ratings and a brief program synopsis. You can also set Reminders, place Parental Locks, order VOD movies and PPV events and see other times a program is airing. To remove the information screen and return to watching television, press the EXIT button on the remote.
Q: What is the red light on the upper left front of my box and/or what is the envelope on the screen?
A: Occasionally Cogeco may send a Message to let you know of new services and special promotions. To read the message, go to the Main Menu and select Messages. You can keep or delete the Message once you have opened it.
A: Not only can you choose the language that displays on the screen buttons and descriptions, but you can also change the secondary digital audio that is available with certain networks and programs. Choose Audio Setup from the Setup Menu and change the default setting. Choose from English, Spanish, Portuguese or French. This feature is only supported on certain digital channels that provide secondary audio. If the chosen audio language is not available,the default audio language will be heard.
Q: Why can’t I get sound from my digital channels?
A: Accessing sound on your digital channels: • Tune to a classic cable channel, like TV Cogeco. • Press the MENU button twice. • Select the SETUP option. • Select the AUDIO SETUP option. • Make sure the setting next to DOLBY DIGITAL is OFF by using the right arrow on your remote. • The Dolby Digital option is used if you are connecting your digital cable receiver to your Home Theatre system. If you connect a digital coax cable from the SPDIF output to a home theatre system in the future, go back to this setting and change it to ON.
A: Setting a PIN for Pay Per View: • Press Menu twice on your remote to go to the Main Menu. • Select Setup and press OK. • Select PINS Setup and press OK. • Enter your new 4-digit PIN and EXIT.
A: To order Pay Per View movies or events: • Simply press Menu on your remote and select the Pay- Per-View icon from the Quick Access Menu or Pay Per View from the Main Menu. • Select Pay Per View by Time or Pay Per View by Title. • Select the movie you want to see by highlighting the title and time of the movie. • Press OK on your remote, select the BUY icon and press OK. • Follow the on-screen instructions to confirm your order and the movie will begin playing at the selected time.
A: You may need to reset your digital cable receiver to Auto-Tune, a feature that allows your receiver to change channels automatically. • Press Menu twice on your remote to go to the Main Menu. • Select Setup and press OK. • Select Guide Setup and press OK. • Select Channel Entry Behaviour and use the right arrow to change to Auto-Tune.
A: Clearing the favourite channel settings: • Select SETUP from the Main Menu • Select FAVOURITES SETUP • Press the right arrow on your remote twice and an option will appear that allows you to cancel your current favourites.
Q: How can I change the display on the front of my digital cable receiver to show the time?
A: To display the time on the front of your digital cable receiver: • Press Menu on your remote, and then select the first icon on the bottom of the screen on the left (the one with the house on it) to go to the main menu. • Select Setup. • Select Cable Box Setup. • On this screen, the first line will read Front LED Display, and next to it on the right, the button should read Current Channel. Press the right arrow key on your remote to display the button reading Current Time, and press Okay/Select. The time will now be displayed on your digital cable receiver.
Q: When I get the new guide, am I going to have to set up my Parental Controls/Locks?
A: Any Parental Locks that you currently have set up will work with the new Guide. There will be no need for you to set up your Parental Controls again. To set new Parental Controls: • Press Menu twice on your remote to go to the Main Menu. • Select Setup and press OK. • Select Locks Setup and press OK. • Enter your new 4-digit Locks PIN and select your desired ratings by using the left and right arrow buttons on your remote to change the settings.
Q: When I get the new guide, am I going to have to set up my Favorites again?
A: Any Favorites that you currently have set up will work with the new Guide. There will be no need for you to set up your Favorites again. To set Favourites: • Press Menu twice on your remote to go to the Main Menu. • Select Setup and press OK. • Select Favourites Setup and press OK. • Select your favourites by highlighting the channel and pressing OK or FAV on your remote. You can now access your favourites by selecting the “Go To Your Favourites” icon on the Quick Access Menu or selecting My Favourite Channels on the Main Menu. You can also press FAV on your remote to jump between favourite channels while watching TV or scrolling through the guide.
Q: How many recordings can I schedule for the future?
A: There is no limit to the number of recordings you can schedule as long as you do not schedule more than two programs to record at the same time and you have available recording space.
Q: What if the program I want to record runs over its scheduled air time such as when a football game goes into overtime. How can I make sure I record everything?
A: Change the Recording Options for the program. You can adjust the start and end times for the recording to ensure everything gets recorded.
Q: Can I watch a show I am recording before the recording is completed?
A: Yes. You can either watch it live as it’s being recorded or you can rewind the program you are currently recording and watch it from the beginning while the recording continues.
Q: Can I make a VHS tape or DVD of a recorded program?
A: You can copy a recorded program to a VHS or DVD tape by playing a recording from the DVR in real time while simultaneously recording on your VCR or DVD.
Q: Can I set up my DVR to record every episode of a specific program title?
A: Yes! Your DVR lets you record multiple episodes of a program according to your preference by setting up a Series Recording. Select the episode type to record, such as first run only or all episodes. Specify how many recordings to save and how long to save the recording - until you erase it or until space is needed. To access advanced series setup features like add minutes to the start and end times and specify which channels to record, select the Recording Options Icon to review all options. Tip: Use Title Search to find all air times for a particular title. You can then set up individual recordings for any or all episodes, no matter what time they’re on.
Q: Can I increase the rewind and fast forward speed?
A: Yes. Your DVR will control rewind and fast forward at four speeds each. Just press the REW or FF buttons up to four times. The on-screen indicator will tell you at what speed you are controlling playback.
A: Yes. When you stop playback of a recorded program, it will stop where you left it. To continue watching the program, select Resume or Restart from the Action Icons.
Q: Sometimes a recording starts a minute or two after the program has begun. Why?
A: The DVR timer is synchronized with the program guide time. If a broadcaster starts the program a minute earlier than the guide’s scheduled time, the DVR will miss that first minute. You can program your DVR to start early or end late by adjusting your Recording Options.
A: If the beginning of the program did not record, you may have set it to record after the program began. If the end of the program did not record, the DVR may have reached its storage capacity before it was able to record the entire program.
A: Yes. Parental Locks restrict viewing of recorded programs. If you schedule a recording for a program you have Locked, the program will be recorded; however audio is muted and no video will appear while the program is recording. A restricted notice remains on screen allowing you to enter your PIN to view the program during the recording. Once the program has been recorded, you can access it from My Recordings. Just enter your PIN to view. Note: You can also set Parental Locks on recorded programs. Use the LOCK button on your remote or Lock Icon from My Recordings or from a Recorded Program Information screen.
A: You can keep them as long as you want. Just remember, the recording space is limited, so you may need to delete some recorded programs from time to time in order to make room for new ones.
Q: How will I know when I’m almost out of recording space?
A: An on-screen notice will appear advising you when recording space is low (80% full) or full. Note: If you are recording a program and run out of recording space, the recording will stop. You can always see how much recording space is available from My Recordings. You can also manually delete recordings or set your DVR to automatically delete recorded programs when space is needed.
Q: Does the DVR automatically delete programs when the record space is full?
A: Only if you set it up that way. The DVR will automatically delete programs if you tell it to do so by setting the programs to be deleted when space is needed. When the record space is full, the oldest recordings that you have set to be deleted will be deleted first. If you do not want the DVR to automatically delete certain recordings, you can set them so that they are only deleted by you.
Q: If I’m watching a program in progress and want to record it, can I record from the beginning?
A: If you just tuned to the program, the DVR begins recording from the point where you pressed record on your remote. If you have been watching the program from the beginning and have not changed channels (without using SWAP), the DVR will save all the temporary recording (buffer) to the Hard Drive and you will capture the entire program.
Q: How can I catch up to the live broadcast of a program after I’ve paused it?
A: Press the LIVE button or the down arrow on the remote. Or, you can fast forward to the point of live TV. The on-screen indicator will display “LIVE”.
Q: I noticed that the new On-Screen Guide includes an icon with an R on it, with the description, "Set a Recording". Does this mean that I can now record programs on my digital cable receiver?
A: If you have a Digital Video Recorder (DVR), you can record programs to your digital cable receiver hard drive. If not, then this icon may be used to record a program to your VCR.
Q: How can I use my digital cable receiver and VCR to record the program I'm currently watching?
A: To record the program you are watching: • Press the Info button on your remote twice to bring up the Program Information Screen. • Select the R icon from the bottom of the screen - it's the third icon from the left. • Select Record Now. • Turn on your VCR, and set your VCR to record the program you are watching, according to the manufacturer's instructions.
Q: How can I use my digital cable receiver and VCR to record future programs?
A: To set your digital cable receiver and VCR to record a program in the future: Select the program you want to record from the TV Listings. • Press Info to bring up the Program Information Screen. • Select the R icon from the bottom of the screen - it's the third icon from the left. • Select Record Future Program. • Once the digital cable receiver is set, a message will display reminding you to also set your VCR to record the program. • Turn on your VCR and follow the manufacturer's instructions to program it to record the program. • When the program starts, your digital cable receiver will automatically tune to the program so that your VCR can record it.
Q: If I set up a recording on my digital cable receiver, do I have to also program my VCR to record?
A: Yes. After you set up a recording on your digital cable receiver, you must also set up your VCR to record, following the manufacturer's instructions.
Q: What happens if I change channels while recording a program using the digital cable receiver and my VCR?
A: If you try to change channels while recording a program, the following message will display: "Your recording is in progress. Changing the channel will stop this recording." However, if your VCR is still on and you do change the channel, the VCR will record the new channel that you tune to.
Q: When I get the new guide, am I going to lose the programs that I've already recorded on my DVR? Will I have to reschedule any recordings that I've already set up?
A: The launch of the new guide should not affect any of the programs that are stored on the hard drive of your DVR, or any programs that you have scheduled to be recorded in the future.
Q: Why won’t the guide display more channels on screen?
A: With the new guide you have the option to change the grid cell height to display more channels on screen. To change the cell height: • Press Menu twice on your remote to go to the Main Menu. • Select Setup and press OK. • Select Guide Setup and press OK. • Select Grid Cell Height and use the left/right arrow on your remote to change to Single Height and EXIT.
Q: Nothing happens when the MENU button is pushed, but I can change the channel up and down.
A: If the receiver was just installed, it takes approximately 15-30 minutes for i-Guide to be downloaded. If after 15-30 minutes nothing happens, unplug the receiver, plug it back in and wait another 15-30 minutes. If the guide still does not appear, contact Cogeco.
A: Select the Adjust Screen Position option from the Setup screen. Press the arrow buttons until the screen is centered. If the image is centered and still cut off, check your TV’s users manual.
Q: The guide has locked up. Neither the buttons on the remote, nor the buttons on the receiver itself work.
A: Try unplugging the receiver and then plugging it back in. This will reset the receiver and allow for data to be downloaded. It will take some time for the information to appear. If there is still a problem after the information has appeared, contact Cogeco.
Q: I have no video, a snowy picture or I cannot tune to any of the digital channels.
A: Make sure that all of the cable connections are secure and that the TV is tuned to the correct channel (3 or 4). Also, make sure you are actually controlling the digital receiver (press the CABLE button on the remote).
Q: Why won’t my remote control respond when I press a button?
A: Go through this quick checklist to determine the problem: 1. Press the CABLE button on the remote to make sure it is in Cable mode. Try using the remote again. 2. If the remote is still not functioning correctly, press the CHAN UP and DOWN buttons on the front of the receiver. If the channel changes, there is a problem with the remote control. The batteries or the remote control itself may need to be replaced. 3. Unplug the receiver and plug it back in.
Q: There are no listings in the guide, or the words “To Be Announced” appear in the listings screens.
A: This can happen if there has been a power failure or if the receiver was unplugged. Make sure everything is plugged in and running. Wait 15-30 minutes for the channels and program data to load.
Q: I have a message on my screen that says “This feature is currently being restored”. What does this mean?
A: This screen appears if you try to access a feature that is not available because the receiver has not received all the necessary data. This most commonly happens following a power loss.
Q: I have a message on the screen that says “This channel should be available shortly”. What does this mean?
A: This screen will appear when you tune to a channel that is currently not available. If the channel is not available after 15-30 minutes, contact Cogeco.
Q: What do I do if I am stuck in a screen or menu I do not understand and want to get out?
A: You can always press the EXIT button on the remote to immediately return to watching TV. You can also press the LAST button to back up one screen at a time.
A: Although i-Guide checks all data thoroughly before it is sent to your home, programmers do sometimes change their schedules at the last minute without notification.
Q: What happens to my DVR recordings if my digital receiver temporarily loses power?
A: All recordings that were saved prior to the power loss are preserved, as well as future recording schedules. You miss only the recordings in progress while the power was out. Note: If you experience continued problems with your digital receiver, remote control or interactive program guide, please contact Cogeco.
