Eclipse Security 8 Channel Premium DVR System information

Eclipse Security 8 Channel Premium DVR System information
Fall 2014
Consolidated Communications
SERVICE GUIDE
TV, Internet & Phone
Welcome to
Consolidated
Communications (CCI)
This guide to CCI services contains information on using your new
entertainment services — Advanced Digital TV, High Speed Internet and
Telephone. Although you’ll find answers to many of your most common
questions in this guide, our Web site is the best resource for learning
about your new services. A wealth of information is available to you at
consolidated.com.
If you need more assistance, please call Customer Care at 844.YOURCCI.
About Us
Founded more than a century ago, Consolidated Communications is a family
of companies providing advanced communications services to both residential
and business customers in California, Kansas, Missouri, Illinois, Texas and
Pennsylvania. CCI offers a wide range of services over its technologically
advanced IP-based network, including local and long distance telephone,
high speed Internet access and Digital TV.
We have a continuing commitment to offer innovative products; reliable, highquality services and exceptional customer care. We also are dedicated to
maintaining strong local ties in the same communities where our employees
live and work.
Back to Table of Contents
Contents
Advanced Digital TV. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
• Remote Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
• Batteries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
• Remote Control Functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
• Get to know your Whole Home DVR/set-top box. . . . . . . . . . . . . . . . . . . 6
• Front Panel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
• Rear Panel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
• Providing Wireless ADTV service with the Motorola VAP2400 Unit. . . . . . . . . . 8
• Motorola VAP2400 Wireless Unit configuration. . . . . . . . . . . . . . . . . . . . 9
• Installing an additional wireless unit to an existing system . . . . . . . . . . . . . 10
• The Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
• Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
• System Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
• Stand By Mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
• Set Parental Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
• Adult Content Locking. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
• Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
• Picture in Picture (PIP) Preview Feature. . . . . . . . . . . . . . . . . . . . . . . 19
• Picture In Picture (PIP). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
• Channel Blocking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
• Favorites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
• Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
• Video On Demand (VOD Storefront) . . . . . . . . . . . . . . . . . . . . . . . . 24
• Access to VOD Titles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
• Rented VOD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
• Replay or Restart VOD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
• Subscriptions, TV Shows & Events. . . . . . . . . . . . . . . . . . . . . . . . . . 26
• Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
• Program Disclaimer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
• Advanced Digital TV Online DVR Manager . . . . . . . . . . . . . . . . . . . . . . 27
• Helpful hints for your Online DVR Manager . . . . . . . . . . . . . . . . . . . . . 30
• CCI Caller ID on TV for ADTV. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
• Manage Your Caller ID on TV feature . . . . . . . . . . . . . . . . . . . . . . . . 31
• Galaxie Music Channel App . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
• Galaxie Music Channels by Genre. . . . . . . . . . . . . . . . . . . . . . . . . . 36
• Questions about your DVR/Set-Top Box. . . . . . . . . . . . . . . . . . . . . . . 37
• Questions about Recording and Replaying Programs. . . . . . . . . . . . . . . . 37
• Questions about Managing your Recordings. . . . . . . . . . . . . . . . . . . . . 38
High Speed Internet. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
• CCI E-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
• Kaspersky Internet Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
• Wireless Home Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
• Personal Web Space. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
• High Speed Internet — Minimum System Requirements. . . . . . . . . . . . . . 43
• Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Telephone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
• Getting Started — Voice Mail Guide — Option 1:
For Customers in the Greater Sacramento Area/Fiber-Optic Network. . . . . . . . 44
• Voice Mail Guide – Option 2: For Customers in the Greater Roseville Area . . . . . 45
• Caller ID — To See Who’s Calling . . . . . . . . . . . . . . . . . . . . . . . . . . 46
• Call Waiting — To Answer a Second Call . . . . . . . . . . . . . . . . . . . . . . . 47
• Other Telephone features available. . . . . . . . . . . . . . . . . . . . . . . . . 47
• Phone Service Disclaimer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Digital Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
• Set Up Your Digital Phone Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . 48
• Manage Your Digital Phone Features Online via the Digital Phone Manager. . . . 50
• Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
• Manage Your Digital Phone Features via Your Telephone Keypad . . . . . . . . . . 52
• Manage Your Digital Phone Features via Remote Access. . . . . . . . . . . . . . 52
MyCCI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
• MyCCI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
• Benefits of Logging In to MyCCI. . . . . . . . . . . . . . . . . . . . . . . . . . . 53
• Homepage Tour . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
• Logging In to MyCCI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
• Create a MyCCI Online Account. . . . . . . . . . . . . . . . . . . . . . . . . . . 55
• My Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
• Online Billing & Payments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
• Paperless Billing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
• Account Management Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
• Personalize Homepage Layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Contact Us. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
• Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
• The Support Web Site. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
• Customer Care. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
• Online Billing & Payments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Billing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
• Telephone Payments, Payment Arrangement and Account Balance . . . . . . . . 63
• Billing Inquiries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
• Bill Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
• Billing Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
• Understanding Your Bill . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
• Consumer Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
• Sample Bill. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
• Battery Backup for Telephone Service. . . . . . . . . . . . . . . . . . . . . . . . 68
Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
• Digital TV Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
• Internet/Data Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
• Voice/Phone Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
• Digital Phone Troubleshooting (for customers in greater Roseville area). . . . . . 80
Advanced Digital TV
Remote Control
Remote Control Functions
To view your Advanced Digital TV service, complete the following steps:
Use your remote to access programs, adjust volume, control your DVR/set-top box and On
Demand selections as well as scroll through and confirm actions within the on-screen menus.
A. Press the STB button on your remote control
B. Press the Power button on your remote control, this
will power on your TV and DVR/set-top box simultaneously
Eclipse
Power TV on or off
C. Press the Menu button to display the main menu
D. Use the arrow keys to select an option: Live TV,
Recorded TV, Video On Demand, Extras or Settings
Mode buttons to control TV
and additional devices
Reserved for future use
Turn your PIP feature on or off
Turn CC on or off
Reserved for future use
Go to the On-Demand menu
You are now ready to sit back, relax and enjoy a better TV experience!
Batteries
To change the batteries, open the cover on the back of the remote. Press the cover tab
gently and lift the cover up. Other ways of opening the cover may result in breaking the cover.
The batteries should be installed observing the polarity indicated on the inside of the
battery compartment.
Access your on screen program guide
Use your cursor keys to navigate
guide and menu screens
Return to previous menu screen
Display program information
Go to the main menu screen
Jump back or ahead 24 hours
while in the guide
OK confirms your menu and
guide selections
Exit out of menus, On Demand or
recorded programs
Review last 5 channels viewed
Browse channels
Increase/Decrease audio volume
Go directly to your list of recorded programs
Pause your programming
Mute the sound on your TV
Record TV with a press of a button
Start or resume playing On Demand or
recorded programs
Rewind/Fast-forward controls
Skip back in 7-second increments
Skip forward in 30-second
increments
Stop recording or replay modes
Edit text on the search screen/PIN fields and
erase recordings in Recorded TV screen
Customize guide, channel and
viewing options
Return to live TV
Select viewing options
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3
Advanced Digital TV
Remote Control Functions cont.
MXV 3
Nova
Mode buttons to control TV and
additional devices
Mode buttons to control TV and
additional devices
Rewind/Fast-forward controls
Record TV with the press of
a button
Stop recording or replay modes
Stop recording or replay modes
Skip back in 7-second increments
Go to the On Demand menu
Skip back in 7 second increments
Skip forward in 30 second
increments
Go directly to your list of recorded
programs
Go to the main menu screen
Program learning commands
Return to previous menu screen
Reserved for future use
Use your cursor keys to navigate
guide and menu screens
OK confirms your menu and
guide selections
Return to live TV
Display program information
Turn your PIP feature on or off
Mute the sound on your TV
Edit text on the search screen
and PIN fields
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Skip forward in 30 second
increments
Rewind/Fast-forward controls
Record TV with the press of
a button
Go to the On Demand menu
Go to the main menu screen
Return to previous menu screen
Go directly to your list of
recorded programs
Use your cursor keys to navigate
guide and menu screens
OK confirms your menu and
guide selections
Return to live TV
Display program information
Access your on screen program guide
Turn CC on or off
Activate PIP
Browse channels
Turn CC on or off
Review last 5 channels viewed
Access your on screen program
guide
Increase/Decrease audio volume
Pause your programming
Pause your programming
Increase/Decrease audio volume
Review last 5 channels viewed
Mute the sound on your TV
Customize guide, channel and
viewing options
Edit text on the search screen
and PIN fields
Browse channels
Customize guide, channel and
viewing options
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5
Advanced Digital TV
Get to know your Whole Home DVR/set-top box
Rear Panel
Your Whole Home DVR/set-top box is a Motorola VIP 1232/1216/1200. It supports all of advanced
digital TV services including Pay Per View, Video on Demand and HD.
Your DVR and set-top box must be handled much in the same way as a computer to reduce
potential for damage.
•
•
•
•
•
Position it in an open space to allow airflow around the DVR/set-top box
Do not place the DVR/set-top box in an enclosed entertainment unit or cabinet
Do not place the DVR/set-top box on a soft surface such as a rug, sofa, bed or other
similar surface
The DVR/set-top box should not be next to an external heat source that could raise
the temperature of the unit
Connection into a surge protector along with your other audio/video equipment is
highly recommended
Front Panel
1
6
2
3 4 5
6
7 8
Item
Description
Function
1
Power
The power button will turn the DVR/set-top box on and off.
When held for more than 5 seconds the DVR/set-top box is restarted.
Green lighting indicates the power is on
2
USB Port
USB 2.0 connector, not supported at this time, reserved for future use
3
Link LED
Green lighting indicates data or programming stream is being received
4
HD LED
Blue lighting indicates the DVR/set-top box is in HD mode
(720p or 1080i setting mode)
5
Record
Red lighting indicates program recording
6
Menu
Press the Menu button to activate the on-screen menu
7
Up, down,
left and right
arrow keys
Up and down arrow keys allow you to change channels. Left and right
arrow keys allow you to navigate through the guide and menu
8
OK
Confirms channels or menu options
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1
2
3
4
5
6
7
8
9
10 11
Item
Description
Function
1
To Wall (Video In)
Coax input for home video network
2
HDMI
Input for high-definition TV or home theater receiver
with HDMI connection
3
Network
Ethernet port
4
Y PB PR
Components to connect video output to an HDTV
5
S-Video
Video output for VCR or TV with S-Video connections
6
Optical
S/PDIF audio output to a digital home theater receiver
7
Video Out
RCA output to connect to TV, VCR, DVD recorder or other device
8
Audio Out L and R
Left and Right RCA stereo audio output
9
To TV (Video Out)
Coax output for TV or VCR
10
USB
USB 2.0 connector, not currently supported, reserved for future use
11
Power +12V DC
DC power adaptor connection
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7
Advanced Digital TV
Providing Wireless ADTV service with the Motorola VAP2400 Unit
Motorola VAP2400 Wireless Unit configuration
Room One
• Modem or Residential Gateway (RG)
- usually set up by CCI installer
• Motorola VAP2400
as Access Point unit
1 4
5
2
3
6
7
FRONT PANEL:
Room Two
• Television
• Motorola VAP2400
as Client unit
• Set-top box
Your Motorola VAP2400 Wireless Unit when equipped can act as an Access Point unit, which
transmits a data signal out wirelessly through the home, or a Client unit which receives the
wireless signal and sends it, via Ethernet cable, to a set-top box. The unit selects its role based
on the order in which it is booted up.
1. Power Indicator Light.
Green = VAP is on.
Amber = VAP is on standby.
Off = VAP is disconnected from power source.
2. Wireless Link Quality LED.
Solid Green = Wireless quality is good.
Flashing Green = Wireless quality is average.
Off = No wireless connection.
3. Operational Mode LED.
Solid Green = VAP is functioning as an Access Point.
Solid Amber = VAP is functioning as a Client.
Blinking Amber = There is an error.
Off = The automatic configuration process failed.
BACK PANEL:
4. Reset Button. Resets VAP back to default settings.
5. WPS Button. Establishes wireless connection to your home
network.
6. Ethernet Port. When used as the Access Point unit, RJ-45 cable
connects here from the Modem. For the Client unit, cable goes
from here to set-top box.
7. Power Jack. Provides power to the VAP2400.
8
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9
Advanced Digital TV
Installing an additional wireless unit to an existing system
The Menu
With the Motorola VAP2400 system you can add standard or high-definition television into any
room in your home without having to run wires or drill holes. If your home’s video configuration
already incorporates a Motorola VAP2400 wireless unit as a transmitting Access Point, you can easily
create a video bridge to a secondary set-top box by adding a Motorola VAP2400 wireless unit as a
receiving Client. The VAP2400 can only be connected to a set-top box and not your Whole Home
DVR. Just follow these simple steps. Please read all the steps before beginning.
Use the CCI menu to watch Live TV, view
Recorded TV, access Video On Demand, manage
your Caller ID on TV, or manage your Advanced
Digital TV settings.
1. Connect your new Motorola VAP2400 to the secondary
set-top box using the Ethernet cable provided with the VAP.
Once connected, power on the Motorola 2400VAP using the
supplied power adapter. The power indicator should light up
in green on the VAP.
2. After the Motorola VAP2400 has been on for 60 seconds,
press the WPS button on the back of the unit and hold for
two seconds. The green LED below the WPS button will begin
to flash.
3. You now have two minutes to return to the Motorola
VAP2400 Access Point unit to press and hold its WPS button
for two seconds. Pressing the buttons on both units enables
them to establish a wireless connection.
4. If your connection is successful the operational mode LED on
front of the Client VAP will be solid amber. If the green LED
continues to flash the Client failed to make a connection to
the Motorola VAP2400 Access Point. Repeat steps 2 and 3 to
try to re-establish a connection.
5. You will see all green lights on the Motorola VAP2400 Access
Point. And you will see all green lights on the the Motorola
VAP2400 Client, and one amber light, the operational light,
when everything is operating properly.
Access The Menu
1. Press the Menu button on your
remote control (The menu displays
on the TV screen)
2. Use the cursor keys to select an option
3.Press OK to access one of these options
Options
Use
Functions
Live TV
Watch live TV
View programming currently airing on live TV
Guide
Access all programming. Channels, program titles and time
frames are indicated. You may also press the Guide button
on your remote control
Favorites
Select Favorites to view the program guide with only your
favorite channels listed. For more information on managing
your favorite channels see the Favorites section on page 16
Search
Use the search function to find programs in the guide or in
the On Demand library by title, keyword or person
View Recordings
Manage, edit, delete or view recordings by date or title on
your whole home DVR
Scheduled
Manage and edit your scheduled recordings and series
recordings
Add Recording
Schedule new recordings by using the Guide, search function
or manually using the program channel and time
Browse Videos
Browse from movie and program titles available
On Demand (VOD)
Current Rentals
View VOD titles that you have rented up to 72 hours
after your initial rental confirmation (availability time varies
by title)
Search
The search function is available for you to search the entire
On Demand library for content by program, text or person
Caller ID History
View and manage your Caller ID History.
Caller ID Snooze
Snooze, Disable and Enable your Caller ID on TV feature.
General
Manage your guide, favorites and display settings
Television
Manage your guide, favorites and display settings
Audio
Manage your audio settings
Parental Controls
Manage your DVR/set-top box parental controls
Restart System
Use the Restart System function to automatically reboot your
DVR/set-top box
Recorded TV
Video On
Demand
6. Power up the set-top box and TV programming will begin
to display.
Extras
Settings
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11
Advanced Digital TV
Settings
System Information
Use the Settings menu to manage your DVR/set-top box settings.
The System Information option provides you with details on the status of your Advanced Digital
TV system.
Options
General
Television
Audio
Parental
Controls
Restart
System
Use
Functions
System sound
effects
Choose to allow or mute the sound effects you hear while
navigating through your set-top box menus and program
guide
On Screen Language
Choose the language for your on screen displays. English is
the only language supported
Security
Allows you to change between enhanced and standard
security settings when using an HDMI connection.
System Information
View network and system information that applies to your
DVR/set-top box
Troubleshoot
your broadband
connection
Time
The information provided here is the current date and time and provides the amount of time since your box was rebooted.
TV 2 Client Version This information lets you know what version of software is being used by your equipment.
Set-Top Box/CPU This identifies the type of box in use, for example the Motorola 1200, Motorola 1216, or Motorola 1232.
MAC ID This field provides the MAC address of your DVR/set-top box Ethernet port.
Troubleshooting tips and guides for your system connection
Client ID This field provides ID information for provisioning your
DVR/set-top box.
RF output channel
Select the channel your TV should be tuned to in order to
view your Digital TV service. Channel 4 is the recommended
output channel
IPTV Status Customize channel
guide
Choose the channels that you would like to have displayed
or suppressed
System Resources
Set up favorites
Choose your favorite channels to create a favorites list
Guide Style
Choose from a grid or channel line up style for your on
screen program guide display
Screen aspect ratio
and high definition
Select the aspect ratio for your DVR/set-top box display.
1080i is the recommended selection for high definition TV’s,
4:3 is recommended for standard definition, the default
setting is 480i
Closed Captioning
Choose to activate/deactivate digital or standard closed
captioning
Audio language
Choose your preferred audio language.
Secondary audio
Choose your preferred secondary language.
Audio Description
Enable/Disable audio descriptions. Audio descriptions are
secondary audio streams that provide descriptions of the
visuals in the program to assist those with visual impairments
Digital Audio Output
Choose from Stereo or Surround sound digital audio output
Parental Locking
Activate and manage your parental controls
Adult Locking
Network Information
This field advises whether or not your DVR/set-top box is connected to the SureWest network
Streams This field verifies the level of provisioning on your DVR/set-top box.
Disk Usage This field identifies the available capacity on your Whole Home DVR, this field will show “N/A” on the additional set-top boxes in the home as they do not have a
hard drive.
Listings Information
Data Version
Download Time This field identifies the version of guide data being used by your DVR/set-top box.
This field provides the date and time of the last instance data was pulled to populate your on-screen program guide.
Network DVR information
Number of TV Receivers This field advises of the total number of set-top boxes in your home that are currently connected to the SureWest network including your DVR.
Last Local Node Status Time This field provides the date and time of the latest node status update.
Manage your Adult content locking feature
Last Remote Node Status Time This field provides the date and time the latest node status update was received from a remote box, this time should be within three seconds of the Last Local Node Status Time.
Use the Restart System function to automatically reboot your
DVR/set-top box
Last Network DVR Packet Time This field identifies the date and time of the last broadcast to other set-top boxes in the home.
Local Scheduled-Recording Version This information reflects the local schedule version on your set-top box.
Latest Scheduled-Recording Version This information reflects the schedule version of the server.
Recorded TV Version The information in this field identifies the DVR file system version for recorded content that is used by the node boxes to update the recorded TV list.
ADTV Shortcut: To quickly activate or deactivate your Closed
Captioning feature without going through all of the menus,
press the red C button on your remote control.
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System Information
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13
Advanced Digital TV
Stand By Mode
Set Parental Controls
Your Whole Home DVR/set-top box will go into Standby or Sleep mode in the following instances:
CCI provides a parental control feature that enables you to limit the selections you or your
family can watch. When a selection is blocked a lock image will appear on your screen with a
message advising you to press OK to unlock the program. Even when the channel or program is
locked by the parental locking feature, program titles and descriptions are still viewable through
the program guide unless Adult Locking has been activated (for additional information see Adult
Locking section on page 13).
• The Menu or Guide screen is left up for an extended period of time
• A VOD program or DVR recording has reached the end and is waiting on a response
• Your DVR/set-top box is turned off when you press the Power button on your remote control
to turn off your TV
• If you reach your network capacity you will be given the option to discontinue one of the
functions, if you choose to continue on the current box, the others will go into Standby/Sleep
Mode. If no action is taken, the current box will go into Standby/Sleep Mode.
• To bring your DVR/Set-top box out of Standby Mode press OK to begin watching TV.
The Standby/Sleep Mode is identified by a blue screen with a message which states
“Press OK to watch TV”.
Creating Parental Controls
1.Press Menu on your remote control
2. Scroll to Settings
3. Scroll to Parental Controls and press OK
4. Select the Parental Locking option
5. The first time you access this option you will be prompted
to establish a 4-digit PIN, this PIN will be used to lock and
unlock the parental controls
6. Enter the 4-digit PIN you would like to use and save the entry
7. Now you can choose whether or not to require a PIN on
movie rentals by selecting the corresponding Change button
[INSERT F]
8. Choose to lock or unlock channels by selecting the Channels
Change button
9. Choose what parental guideline rating to lock or unlock by
selecting the corresponding Change button
10. Choose the Movie Ratings to lock or unlock by selecting the
corresponding Change button
Note: If your DVR/Set-top box is in standby sleep mode, this does not mean the box is powered
off. When the unit is in standby sleep mode, it is still pulling a data/video stream and is using
bandwidth. In order to free up a stream you will want to power off the box by pressing the Power
button. When the green light turns off, this indicates the unit is turned off.
Each Set-top box when in use or powered on counts as a program being watched. If you see
a message that displays “Too many devices in use” on your TV screen, ensure that the Set-top
boxes not in use are powered off by pressing the power button.
11. Choose to lock or unlock unrated content by selecting the
corresponding Change button
You may choose to Lock all options in the parental locking menu by scrolling to the
Lock option and pressing OK on your remote control.
To change your Parental Locking PIN, select the Change PIN option in the Parental
Locking menu.
Important: the Save button must be selected after each parental
locking feature is changed in order to save preferences.
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15
Advanced Digital TV
How to Set Up or Change your PIN
To set up your PIN follow the steps below:
1. Press the Menu button on
your remote control
2. Scroll to Settings
3. Scroll to the Parental
Controls option and press
OK on your remote control
4.Press OK on the Parental Locking option
Adult Content Locking
The Adult Locking feature is automatically set on your account when your new Advanced Digital TV
service is installed. You have the option to lock, unlock and change the PIN used for this feature.
This feature will lock the adult content, which includes any programming rated AO, TV-MA or NC-17.
When one of these titles is scrolled over in the on-screen program guide or in the programming
information bar at the bottom of the screen, you will see a message that states “Locked Adult
Content”. This feature is automatically enabled to avoid any adult content descriptions or titles from
appearing. To lock or unlock this content or to change your PIN, follow the steps listed below.
1. Press the Menu button on your remote control
5. You will be prompted to choose a 4-digit PIN, enter
your choice of a 4-digit PIN and press OK
2. Scroll to Settings
6. You will now be prompted to confirm your PIN, re-enter
your new PIN and press OK
3. Scroll down to Parental Controls and press OK on your
remote control
4. Scroll to Adult Locking and press OK
Your PIN has now been activated.
To change your PIN follow the steps below:
1. Press the Menu button on your remote control
2. Scroll to the Settings menu
3. Scroll to Parental controls and press OK on your remote
control
4. Enter your 4-digit PIN when prompted
5.Press OK on the Parental Locking option
6. Scroll to the Change PIN option and press OK on your
remote control
7. You will be prompted to enter a new 4-digit PIN, enter your
new PIN
8. You will now be prompted to confirm your new 4-digit PIN,
re-enter your new PIN
5. You will be prompted to enter your 4-digit PIN (default PIN
upon initial installation is 1234)
6. To lock/unlock this feature press the OK button on your
remote control while the Lock Adult Programs field is
highlighted (a lock image will appear if content is locked)
7. Once you have made your selection scroll to Save or Don’t
Save to save or reset your selections
Once Adult Locking has been deactivated you can completely remove all Parental Controls by
following the steps below:
1. Press Menu on your remote control
2. Scroll to Settings and select Parental Controls
3. Select the Parental Locking option
4. Enter your 4-digit PIN when prompted
Your PIN has now been changed.
Reminder: the Save button must be selected after each change in
order to save your new PIN.
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5. Scroll to Turn Off Locking and press OK
6. Choose Reset all parental locks and press OK
7. Scroll to Reset and press OK
All Parental Controls have now been deactivated. To reactivate parental
controls, please reference the Parental Controls section on page 11.
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17
Advanced Digital TV
On the Adult Locking screen you will also have the option to change your PIN. To change your
PIN follow the steps below:
1. While on the Adult Locking
screen scroll to Change PIN
and press OK on your remote
control
While in the Guide you have many customization and short cut options. To access these options
press the Zoom/Enter button on your remote control. Below is a list of the options available
when using the Guide Options short cut with a description of each option.
Guide Options
Jump To
Day & Time
On Now
This option will take you to your guide with a list of
programming that is on at the current time
Tonight
This option takes you directly to prime time in the guide so
you can quickly view the programming available during prime
time of the current day.
Tomorrow
This option takes you directly to the same time frame of the
following day to enable you to quickly view the programming
airing in 24 hours.
Dates
This option lists the upcoming dates (48 hours out to 10 days
out); by selecting one of these dates you will go directly to the
list of programming available for the specified date to enable
you to quickly find upcoming programming up to 10 days out.
View Style
Channel Lineup or Grid Style
Choose between Channel Lineup and Grid Styles for your
guide
Display
Channels
View Favorite Channels
By selecting this option you can easily navigate between
your favorite channel list in the guide and a full listing of all
channels you subscribe to.
Display
All Channels
Selecting this option will show you the guide with all channels
in your chosen format (Channel Line up or Grid style)
Favorite Channels
This option will display the guide in your selected layout style
with only your Favorite channels listed. (For more information
on Favorite channels see the Favorites section page 16)
Customize Channels
Selecting this option allows you to remove channels from your
line up. This option is perfect when you don’t want children
to see channels in your channel line up or if you only want
to see a certain subset of your subscribed channels when in
the Guide.
Change Favorites
This option allows you to edit and manage your favorite list of
channels (for more information on Favorite channels see the
Favorites section page 16).
Set Guide Style
This option will allow you to change your preferred guide
layout. This is a short cut for switching between Channel Line
up and Grid styles.
2. Enter a new PIN when
prompted
3. Confirm your new PIN by
re-entering your selection
when prompted
Your Adult Locking PIN has now been changed.
Note: Parental controls are automatically re-entered when service is turned on/off.
Reminder: For additional Parental Control information please see the Parental Controls section on page 11.
Settings
Guide
You can choose to view your on-screen program guide in one of two different formats, the grid
style, which is the default setting, or a channel line up style. The grid style shows the current
time block with a list of channels with the respective program information. If you select the
channel line up style you will see the channel you are on with the current and upcoming program
information. With both options you can scroll through the guide channel by channel to view the
current and upcoming programming.
To change your guide format preference follow the steps below:
Picture in Picture (PIP) Preview Feature
1.Press Menu on your remote control
2. Scroll to Settings and select the Television option
3. Scroll to Guide Style and press OK on your remote control
4. Select the guide preference of your choice and press OK on
your remote control
5. Scroll to Save and press OK. Your on-screen program guide
preferences have now been set, each time your press
the Guide button on your remote control your on-screen
program guide will appear in this format
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In addition to the customizable on-screen guide, you will see the picture-in-picture feature
displayed. As you scroll through the different channels the programming currently playing on
each channel will appear in the smaller picture at the bottom left side of your screen to preview.
You can also use the picture-in-picture preview feature by pressing the up and down arrow keys
while viewing your current program, or when you press the Last button on your remote control.
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19
Advanced Digital TV
Picture In Picture (PIP)
Channel Blocking
With PIP you get a true picture-in-picture experience. This feature allows you to view one
program on a full screen with audio, while watching a second program on a mini inset screen,
referred to as the PIP screen. The PIP screen does not have audio; however, you do have the
ability to move the PIP screen to the location on screen that is the most convenient for your
viewing. View the PIP in the upper and lower right and left corners of the screen.
CCI gives you the ability to lock channels on your Digital TV service. Locking a channel will prevent
the corresponding programming from being viewed. To lock channels follow the next steps:
To use the PIP feature, follow these easy steps:
1. Press the Menu button on your remote control
2. Scroll to Settings
3. Select the Parental Controls option
1. Press the
button on your remote control; this will launch
your PIP screen. Both pictures will be tuned to the same
channel at launch.
2. Enter a new channel number on your remote control. The
most recently entered channel number will be viewable in
the main screen on your TV.
3. To swap the channel between the main screen and the PIP
screen press the
button on your remote control.
4. Use the
button on your remote control to move the PIP
from one corner of your TV screen to the other.
5. To change channels tuned on the main screen just use the
channel +/- button or the number key pad on your remote
control. Your PIP screen will remain viewable and on the
original channel selected each time you change the channel
on the main TV screen.
4.Press OK on the Parental Locking option
5. Enter your 4-digit PIN when prompted
6. Scroll to the Change button for the Channels option and
press OK on your remote control
7. Scroll through the list of channels and press the OK button
on your remote control for each channel that you would like
to block
8. Once you are finished selecting channels, scroll to Save and
press OK on your remote control
9.To Unlock all channels on the list choose Unlock All and
press OK
10. Scroll to the Save button and press OK
Your channel locking preferences have now been set.
6. To exit the PIP screen, press the Exit to Live TV button on
your remote control.
Note: To quickly view a list of the currently blocked channels, select
the view locked only option in the channel locking menu.
Note: While the PIP feature is active you will not see an inset PIP appear in the info bar when
scrolling through channels or after pressing the last button. Once the PIP feature is deactivated
the inset PIP will resume in the info bar and last utton function. An important note to remember
is your ADTV service enables you to utilize up to 6 streams of video at a given time, the PIP
appearance on your TV screen utilizes a1 stream of video. This means while the PIP is in use you
are using 2 video streams on 1 TV at the same time. For more information on video streams
please see the FAQ section of your CCI Service Guide.
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21
Advanced Digital TV
Favorites
Search
In addition to the default channel list, you can create up to five Favorites lists per set-top box.
To create your Favorites list(s), follow the steps below:
The Search feature has been created to help you find programming you want to watch by defined
text or people’s names. This feature helps you to quickly find programming without scrolling through
the on-screen program guide channel by channel or by timeframes. The Search function will
search all programming information available through the next 14 days or through the VOD library.
1. Press the Menu button on your remote control
To search for programming follow the steps below:
2. Scroll to Settings
3. Scroll to Television and press OK on your remote control
4. Scroll to Set up Favorites and press OK on your remote control
5.Click OK on Set up.
6. Name your Favorites list and press Continue.
7. In the list of channels, press OK on each channel that you
would like to add/remove from your Favorites list. You can
either scroll through the channel list or input the channel
number directly.
8. Scroll to Save and press OK on your remote control.
Your Favorites list has now been created.
Within your Favorites list you also have the option to Check/Uncheck all channels, view checked
channels only or delete the list entirely.
To access your Favorites list press the Menu button on your remote control, select Live TV,
scroll down to Favorites and press OK on your remote control. You can then choose to either
view all channels or a specific Favorites list.
ADTV Shortcut: While in the on screen program Guide press the
ENTER button on your remote control and scroll to Favorites lists to
select an option to view all channels or a Favorites list.
1. Press the Menu button on your remote control
2. Scroll to Live TV
3. Scroll to Search and press OK on your remote control
4. Using your remote control and the on-screen keyboard
type the text that you would like to search for. As you type,
the programming that matches your text criteria will begin
to appear on the screen for you to choose from
5. Choose a program from the list and press OK on your
remote control
6. Now you will be given a list of the time and location of the
program. Using your remote control cursor keys, select a
programming option
7. You can now choose to Record episode, Record series or
View more show times
8. After choosing to record your program you will now be given
additional recording options where you can choose how long
to keep the recording or to change the scheduled end time
for the recording
9. Once all options are selected your program will be recorded
on your DVR
You will also have additional options such as searching titles only, video on demand only or
to search people only. To access these options, while in the search detail screen scroll to the
Options button and press OK on your remote control. Now select the search option you
would like and press OK on your remote control.
ADTV Shortcut: While on the Search Detail screen press the Zoom/
Enter button and choose to filter your search results by titles, video on
demand or people only.
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23
Advanced Digital TV
Video On Demand (VOD Storefront)
CCI On Demand provides access to thousands of hours of video titles, concerts, movies, free
programs and special events. Ordering is simple and you can pause, fast-forward, rewind and
stop the vast majority of the videos as needed. Most rentals are available for more than 24
hours; rental windows are based upon individual title and movie studio.
The easiest way to access the VOD Storefront is to press the On Demand button on your
remote control. You may also access VOD by going to channel 995 or by pressing Menu on
your remote control and scrolling over to Video on demand.
Access VOD Titles
1. Press the On Demand button on your
remote control.
2. Choose one of the following
selections:
• My Videos – a listing of your or
current rentals, saved videos or
recently watched videos
• Movies – here’s where you’ll find
a listing of everything that is available in the VOD Storefront
• Display Style – choose your
preferred display option from either
a Grid View that shows program
posters or a List View that shows
videos as scrollable lists
3. Use the navigation buttons to view the VOD Storefront. You
can scroll up and down to search through the different video
categories.
4. Click on the VIEW MORE posters and you’ll dive deeper into
the category sub-groups and will find videos sorted by genre,
channel or series.
5. Scroll to the video you want to rent
and press OK on your remote control.
This action brings up the VOD rental
screen. From here you can view
video details such as Cast & Crew or
read a video Summary. You can also
rent the video, add it to your Saved
Videos for a future viewing date or
watch a preview from this screen.
• Subscription – consists of only the videos that require
subscription to a corresponding premium TV package (i.e.
HBO or Showtime) or a select VOD package (i.e. Disney
Family Movies)
6. Select the rent option and press OK
on your remote control. A confirmation option will appear,
prompting you to choose the rent or don’t rent option. You’ll
need to confirm your rental twice and once confirmed the
video will begin to play. If the PIN required option has been
enabled through the parental controls menu you will be
required to enter your PIN after selecting the rent option.
• Free Movies – a selection of movies that can be enjoyed at
no cost
7. Use the play, fast-forward, skip-ahead, rewind, stop, and
pause buttons to view your selection.
• HD Movies – here’s where you’ll find everything available
in HD
• TV Shows - consists of only the videos that require
subscription to a corresponding TV package (i.e. Digital
Choice) which includes the specific TV channel (i.e. AMC or
Discovery)
• Events – here you’ll find education videos, ring sports,
special events and others
• Spanish – popular releases with Spanish audio
• Adult – Mature adult videos
To verify a VOD purchase or access a saved video, press the On Demand button on your remote
control and select My Videos.
Note: If watching a rented video from additional set-top boxes in your home the movie will only be
viewable from the beginning. To skip ahead to where you previously left off, use the fast-forward
or skip ahead buttons on your remote control.
• Search – use search to find videos in the VOD Storefront
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25
Advanced Digital TV
Advanced Digital TV
Rented VOD
Program Disclaimer
To access rented videos press the On Demand button on your remote control and scroll up to
My Videos. All videos available for viewing will be listed. From this screen you’ll be able to select
and view Current rentals, view or clear Saved videos and access Recently watched videos.
We receive programming from various cable and non-cable networks and we are not responsible
for the content of programs aired by these networks.
Refer programming complaints or questions to the cable or broadcasting networks.
Replay or Restart VOD
From the My Videos screen and using your remote control, scroll to
the desired video and click OK on it. From the video details screen
you can choose to scroll through your Current rentals and once
you select a video click on the icons at the bottom of the screen to
Resume play, Start over, Preview, Add to Saved Videos and
Remove from Recently Watched. Within in this screen you’ll also
be able to access the video Summary, Cast & Crew and Details.
You’ll also be able to see when the video rental ends.
Note: Be sure to take advantage of the parental control options available with this service.
Visit our Web site at consolidated.com/supportpage for additional information.
Advanced Digital TV Online DVR Manager
Advanced Digital TV with whole home DVR now offers an Online DVR Manager. This means you
can access your DVR manager and recordings from anywhere with internet access! Online DVR
Manager enables you to schedule recordings, manage existing recordings, view your program
guide and channel line up right from your PC.
It’s simple just log in to MyCCI (mycci.net), click on the My Services link and choose Online
DVR Manager.
Subscriptions, TV Shows & Events
TV channel episodes, premium channel content and Subscription VOD packages are found in
these folders. To view videos in these category you’ll need a subscription to the corresponding
TV package (i.e. Digital Choice) which includes the specific TV channel (i.e. AMC or Discovery)
the particular Premium TV package (i.e. HBO or Showtime), or a select VOD package (i.e. Disney
Family Movies)
Note: On next-day VOD (non-replay episodes that are available for viewing the day after the live
showing) the fast-forward and skip-ahead buttons are disabled as required per our TV channel
partners. Three days after the live showing the fast-forward and skip-ahead buttons are enabled.
If you click on a video and you receive an error message you’ll need to subscribe to that channel
or package in order to view the video. To subscribe, please call us at 844.YOURCCI.
Search
Using Search within the VOD screen will only search for videos in the video store. Using the
keypad, type the name of the video, TV show or person you are looking for. Clicking on Search
Options will provide you with Filter Results for a more detailed search.
Note: To search for shows or videos on VOD and TV channels you’ll need to use the main Search
function located under the main Menu.
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27
Advanced Digital TV
To schedule recordings with the Online DVR Manager:
To Manage your scheduled programs:
1. While in the program Guide screen click on a program title
that you would like to record.
1. Click on the Scheduled Shows header, a list of all programs
scheduled to record will appear on the screen.
2. In the pop up dialogue box that appears choose to Record
this episode only or Record Series. If you choose Record
Series the following options will be available:
2. From the Scheduled Shows
screen you may choose
Delete to delete a single
recording or Delete Series
to delete an entire series.
Please note: No confirmation
box will be displayed once
Delete or Delete Series is
selected, recordings will be
automatically cancelled.
a.Time: this will enable you to choose if you would like episodes to record any day around the same time, any
day any time, or any day any time only once per day.
b. Episode: This drop down enables you to select First run and rerun or First run only.
3. Next choose when you would like to stop the recording, you
can choose to stop it On Time as scheduled in the guide or
extend the recording past the scheduled end time in case
the program runs over. You may choose from the extended
recording times listed below:
3. You may also choose to edit the recording end time from
the Scheduled Shows screen by clicking on the program title.
Once you click on a title and the dialogue box appears, select
your preferred Stop time and click Update.
a.15 minutes after
b.30 minutes after
c.1 hour after
To Manage your recorded programs:
d.2 hours after
e.3 hours after
To schedule recordings with the Online DVR Manager continued:
4. Choose how long you would like to keep the recording from the Keep Until drop down. The keep options available are:
a. Keep until space is needed
b. Keep until you delete
5. Click on the Record button,
red dots will appear next to
the programs indicating that
the recording is scheduled.
Your program will now be
scheduled to record on your
Whole Home DVR and will be
accessible from all set-top boxes in your home.
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1. Click on the Recorded Shows header, a list of all programs
stored on your DVR will appear.
2.To Delete a recorded program
click the red delete button
to the right of the program
title and information. Please
note: No confirmation box will
be displayed once Delete is
selected, recordings will be
automatically deleted.
3. From the Recorded Shows
screen you may view your recording preferences for a
particular recording. Just click on the title, a dialogue box
displays reflecting your Stop and Keep Until preferences.
From this dialogue box you can only view your Stop and
Keep Until preferences; however, you may choose to
Delete a recording from this dialogue box. Please note: No
confirmation box will be displayed once Delete is selected,
recordings will be automatically deleted.
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29
Advanced Digital TV
You may also choose to Search for programs using your Online DVR Manager.
1. To search for a program to record, click on the Search header.
CCI Caller ID on TV for ADTV
With Caller ID on TV you take control of your incoming calls. Caller ID on TV lets you decide
whether an incoming call will be an interruption.
2. From the Search screen type the program title you would like
to search for in the search box and click on the Go button.
3. All available programs that match your search criteria will
be displayed below the search box. Click on a title to record
one episode only or to record the series, a dialogue box will
appear. Choose your recording preferences then click on the
Record button. Your preferences for this recording will be
saved and will be recorded on
your SureWest Whole Home
DVR and will be viewable
from all set-top boxes in your
home.
When a call comes in to your home phone a banner will appear at the top of your TV screen with
the caller’s name (when available) and phone number. You can now see who is calling right from
your TV!
Helpful hints for your Online DVR Manager
• To navigate to different time blocks while in the program
guide, click the blue left or right arrows at the top of the
program guide grid on each side of the time slots.
• To jump to a different date or time in the program guide
click on the Date or Time drop down menus at the top of
the screen and select the date or time that you would like
to jump to.
• Parental controls are not applied to nor are they accessible
through the online DVR manager.
• The program guide reflects all CCI channels even
those that you may not subscribe to, prior to scheduling a
recording you may want to confirm that you subscribe to
the applicable channel.
Manage Your Caller ID on TV feature
To manage your Caller ID on TV feature you will use the Extras tab in the main menu on your
Advanced Digital TV service. The menu options in this tab will enable you to view your Caller ID
history, temporarily snooze the feature for a specified period of time or completely disable the
feature.
To view your Caller ID history:
1. Press the Menu button
on your remote control
2. Scroll to the Extras tab
3. Scroll down to Caller ID History and press OK on
your remote control
4. Your Caller ID history appears on the screen, on this screen
you can browse the calls to your home phone by pressing
the up and down arrow keys on your remote control. Or
scroll to the Next tab on the screen and press the OK button
on your remote control to scroll through multiple pages of
call history.
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31
Advanced Digital TV
On the Caller ID History screen you can manage your Caller ID History listing by saving or deleting
records, or you can also choose to delete all records. To manage your Caller ID history listing:
1. Press the Menu button on your remote control
2. Scroll to the Extras tab
3. Scroll down to Caller ID History and press OK on your
remote control
or Disable your Caller ID on TV feature. The Snooze feature allows you to temporarily disable
the on screen call displays for a specified number of minutes; this feature is perfect for watching
movies. You may also choose to completely Disable the feature, if this option is selected you will
not see the feature working again until you Enable the feature.
To Snooze the Caller ID on TV displays follow these easy steps:
1. Press the Menu button
on your remote control
4. While in the Caller ID History screen scroll to a record on the
screen by using the arrow keys on your remote control
2. Scroll to the Extras tab
5. Once you have scrolled to the record you would like to save
or delete press the OK button on your remote control
3. Scroll down to Caller ID
Snooze and press OK on
your remote control
6. A pop-up box will appear with call record details which
include the caller’s name if available, the date and time of
the call. Here you will have the option to Delete Record,
Save or Delete All History. Scroll to the action you would
like to select and press OK
on your remote control.
When selecting the Delete
Record, or Save options no
confirmation prompt will
appear. When you choose the
Delete All History option you
will receive a confirmation
prompt asking: All call history
will be deleted. Are you
sure? To confirm select Yes or
No.
You also have the option to Snooze
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4. Using the arrow keys on your
remote control, scroll to the
Minutes box and enter the
number of minutes you would
like the feature to be disabled
for (i.e. 30 minutes for a TV
program or 120 minutes for a
movie)
5. Scroll to Snooze and press
OK on your remote control
6. The Caller ID on TV displays
will not appear when a call is
received at your home until
the specified Snooze period
has expired. To cancel the
Snooze period follow steps
1-3, then select the Reset
option and press OK on your
remote control.
To completely Disable the Caller ID
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33
Advanced Digital TV
on TV feature follow these easy steps:
To access you Galaxie Music App, follow the steps below:
1. Press the Menu button on your remote control
2. Scroll to the Extras tab
1. Press the Menu button on your remote control
3. Scroll down to Caller ID Snooze and press
OK on your remote control
2. Scroll to Extras, then down to Galaxie and press OK. Your
Galaxie app will automatically launch taking you to the genre
tab (i.e. Rock, Pop, etc.) that you were last listening to when
watching the Galaxie Music Channels. Here you will have
access to the features listed above.
4. Scroll to the Disable option
and press OK on your
remote control
5. The feature will now be
disabled until you choose to
Enable the feature. To Enable
the Caller ID on TV displays
repeat steps 1-3, press OK
while the Enable option is highlighted.
Galaxie Music Channel App
Included in your subscription to Digital Choice and Digital Encore are the Galaxie Music Channels. As
part of the Galaxie Music Channel offering you also get unlimited access to the Galaxie Music App.
The Galaxies Music App provides you with features such as:
1.
Album cover art
2. Song and album title
3. Artist information
4. The last 10 songs played on a
given channel
5. The duration and time remaining
of the current song playing
6. The ability to navigate through various
channels while listening to your favorite
7. View the next song scheduled to play
8. Channel selection by genre
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2. Viewing Available Music Genres — Using your left and
right arrow keys you can scroll through all available genres,
which include: Galaxie Plus, History, Rock, Country, Pop,
Decades, Latin, Classical, Urban and Jazz. Each time
you scroll to a genre you will get a listing of each channel
available in that genre, if you click on of these channel names
your TV audio will automatically tune to that channel while
continuing to display the Galaxie App on screen.
3. Previous song played, current song playing and next
song to be played — Once you select a genre you will not
only have the option to select a channel, you will also have
visibility to the Previous song played including the song and
artist name, the Current song including the song, artist name,
album title and music label, and the Next song scheduled to
play including the song and artist name.
4. Album art for previous, current and next song — You can
also choose to view the album cover for the previous, current
and next song by scrolling to Cover View and pressing OK
on your remote control. Once you have selected this option
you can scroll through the album cover art for the last 10
songs played on your selected channel by navigating to the
previous song’s album cover then scrolling left or right using
the corresponding arrow buttons on your remote control.
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35
Advanced Digital TV
Questions about your DVR/Set-Top Box
Galaxie Music Channels by Genre
Galaxie Plus
811
834
835
842
850
Holiday Hits
The Chill Lounge
The Spa Lounge
Celtic Kids’ Stuff
Pop
801
Hit List
802
Pop Adult
803
Swinging Standards
808
Maximum Party
809
Grove Disco & Funk
810
Dance Clubbin’
825
The Light
826Gospel
836
Easy Listening
843Jammin’
Urban
827
828
829
830
Soul Storm
Urban Beats
Classic R ’n’ B Soul
Hip Hop
812 813 814 815 816 818 Classic Rock
Rock Alternative
Rock
Heavy Metal
Alternative Rock Classics
Adult Alternative
Latin
844 845 846 847 848 849 Latino Tropical
Today’s Latin Pop
Retro Latino
Latino Urbana
Latino Tejano
Regional Mexican
Country
819 820 821 822 823 824 Folk Roots
Alternative Country/Americana
Hot Country
No Fences
Country Classics
Bluegrass
Classical
Decades
804
805
806
807
Rock
Jukebox Oldies
Flashback ’70s
Everything ’80s
Nothin’ but ’90s
837 838
839
840 841 Pop Classics
Classic Masters
Chamber Music
Broadway
EC
Where can I find details on how to install my DVR/set-top box?
Installation information is found in the Let’s Get Started section of your DVR/set-top box manual.
It is also available in the DVR/set-top box Self-Install section of surewest.net/support.
Can I direct my DVR/set-top box questions to a Technical Support representative?
Yes. Just call 844.YOURCCI and follow the prompts for current customers.
How many hours of programming can I store in my DVR/set-top box?
The total number of recording hours will depend on the mix of SD (standard-definition)
or HD (high-definition) programs you have recorded. With the standard Whole Home DVR
(Motorola 1216) you can store up to 40 hours of HD programming or up to 100 hours of
SD programming. With the Whole Home DVR Plus (Motorola 1232) you can store up to
80 hours of HD programming or up to 200 hours of SD programming.
Can I view and record HD programming with my DVR/set-top box?
Yes. Your DVR/set-top box supports both SD and HD formats. A subscription to CCI True HD and
Digital Choice or higher is required to view and record HD programming.
Do I need to have my DVR/set-top box connected to a telephone line?
No. Your DVR/set-top box updates through the Ethernet connection.
What happens if my DVR/set-top box temporarily loses power?
All recordings saved prior to the power loss will be saved, as well as your future recording
schedules. Recordings that are set to record during the power loss will be missed.
If the power goes out, will my Parental Control, Favorites and Users Settings be lost?
No. These settings should not be lost if your DVR/set-top box loses power.
Why do I see the “too many devices are in use” message when only one Set-top
box is in use?
Each set-top box when in use or powered on counts as a program being watched. If you see
the “too many devices in use” message on your TV screen ensure that the set-top boxes not
in use are powered off by pressing the power button.
Jazz
817
831
832
833
The Blues
Jazz Masters
Jazz Now
Smooth Jazz
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37
Advanced Digital TV
Questions about Recording and Replaying Programs
Questions about Managing your Recordings
How many channels can I watch and record at the same time?
Depending on your service area you may be able to record up to 4 programs at once. If all HDTV
services are in use a message will display asking if you prefer to watch the channel in SD if or if
you want to stop an HD recording.
How long can I keep my recordings?
You can keep them as long as you want. Lock the programs you do not want auto-deleted. You
may need to erase some locked recordings if storage capacity becomes an issue.
Can I watch a show I’m recording before the recording has completed?
Yes. You can either watch the program live as it is being recorded, or you can access the program
through the recorded TV menu as it continues to be recorded.
Can I record On Demand programs?
No. Your DVR/set-top box does not record On Demand (VOD and SVOD) programs. Keep in
mind that On Demand programming can be watched over a specified period of time and you
have the ability to start it any time you choose.
If I have a home theater will my DVR record a program in Dolby Digital 5.1®?
Yes. If the program is broadcast in Dolby Digital 5.1® the program will be recorded with Dolby
Digital 5.1®. If the program is broadcast in analog sound, the recording will also be in analog
sound despite your home theater’s audio connection to your DVR/set-top box.
What picture format will my DVR record programs in?
Your DVR will record the programs in the same format they are broadcast.
Does my DVR automatically erase programs to make room for new ones?
Yes. Your DVR will automatically erase programs when space is needed. Your DVR will delete
the oldest recordings first.
Can I erase part of a recorded program?
No. Your DVR can only erase the program in its entirety.
How many future recordings can I schedule?
You can set as many future recordings as you want provided you have the necessary
storage capacity.
Do Parental Controls work with my DVR/set-top box?
Yes. Your Parental Controls will restrict what is viewed or recorded. If you schedule a recording
for a program or channel that is blocked the program will record but the video will not appear
and the audio will be muted. You will need to disable your parental lock feature to view the
program while it is being recorded.
Can I increase the rewind and fast-forward speed?
Yes. Your DVR has the ability to rewind and fast-forward at three speeds when viewing live TV
or recorded programming: 15X indicated by two arrows, 60X indicated by three arrows or 300X
indicated by four arrows. The indicator arrows appear in the status bar on the screen
while in rewind or fast-forward mode.
You may also skip back in 7-second increments by pressing the Replay button or skip ahead in
30-sceond increments by pressing the FWD button on your remote control.
Does my DVR record any of the menu bar, on-screen program guide, audio volume changes
or anything else that appears on the screen when I am using my remote control?
No. Your DVR only records the audio and video of the program you are recording.
A recording may start a minute or more after the program has begun. Why is this?
Your DVR is synced with the TV listing and if a network starts a program earlier than on the program guide the DVR will miss that time unless you program your DVR to record earlier.
Only a part of my program was recorded. Why?
If the beginning of the program did not record, you may have tuned in after the program had
begun. If the end of the program did not record, it could be your DVR has reached its content
storage capacity. Another reason could be loss of power or digital TV signal during the recording.
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39
High Speed Internet
Traveling with CCI E-mail
You can access your e-mail account when you are not at home from any Internet connection:
CCI E-mail
Depending on your Internet service package, your account may include 6-15 e-mail accounts.
The size of the individual mailbox varies from 500 MB to 2 GB. To set up additional
accounts, log on to MyCCI at mycci.net. Click My Services then click Manage E-Mail Addresses.
1. Access: consolidated.com/webmail.
POP3, SMTP, and Newsgroup Server Names
2. Enter your complete e-mail address.
•
POP3 (incoming mail server): pop.surewest.net
•
SMTP (outgoing mail server): smtp.surewest.net
•
Newsgroup server: news.surewest.net
Set Up Other E-mail Programs (Microsoft Outlook, Windows Live Mail, etc.)
You can use the CCI Webmail program to manage your e-mail, but you also have the option of
using a different e-mail program, such as Microsoft Outlook. You will need your CCI e-mail
address and password in order to set up and use another e-mail program.
Use these general instructions to set up other e-mail programs. For detailed instructions,
see the CCI support site at support.consolidated.com.
3. Enter your password.
Controlling Spam
Spam is unwanted advertising e-mail.
1. To activate the spam filter on your e-mail account, log on to
consolidated.com/webmail using your full e-mail address
and password.
2. From the top right menu, select OPTIONS then MESSAGE
FILTERS.
3. Press the EDIT button (looks like a pencil).
1. Open your e-mail program and locate the e-mail
configuration settings.
2. When prompted for Display Name, enter your name.
3. When prompted, enter your complete e-mail address (e.g.,
[email protected]).
4. When prompted for incoming mail or POP3 Server,
enter pop.surewest.net.
5. When prompted for outgoing mail or SMTP Server,
enter smtp.surewest.net.
6. Enter your username, which must be the same
as your complete e-mail address
(e.g., [email protected]).
4. Select a Filter Condition: Normal.
5. Select a Filter Action: Move to Junk Mail folder.
6.Press OK then CLOSE.
The Junk Mail folder is located in CCI Webmail in My Folders. It is a system-created
folder that receives mail that the anti-spam scanning utility has determined is junk mail.
You should periodically check the messages in your Junk Mail folder for mail that really is not
spam.
To learn more about spam handling tips, select HELP from the webmail top right menu.
7. Enter your e-mail password.
Other E-mail Accounts
Continue to access your Yahoo!®, Hotmail, etc. accounts as you normally do.
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41
High Speed Internet
Kaspersky Internet Security
High Speed Internet — Minimum System Requirements
Protect your family and computer by downloading Kaspersky Internet Security – included with
your high speed Internet service ($79.95 value). Kaspersky Internet Security delivers innovative
Hybrid Protection to keep you safe from today’s complex, ever-evolving threats. Whether you’re
banking, shopping, or social networking online, you can have complete confidence that your
account details are secure, you won’t stumble onto dangerous websites, and you’ll only receive
safe messages from your friends.
While CCI’s high-speed Internet service may function on systems not meeting the minimum
system requirements below, these are the minimum system configurations that operate on our
network at optimal speed.
• Hybrid Protection, Combining the Power of the Cloud and Your PC
• Internet Safety Checks
• Easier-to-Use Interface
• Rapid, Real-Time Reaction to New Threats
• Secure Online Banking and Shopping
• Advanced Identity Theft Protection
• Secure Social Networking
• Advanced Parental Controls
PC
Macintosh (Apple)
Operating System
Windows 7, Vista, XP, 2000, ME, 98
Mac OS 10.X, Mac OS 9
Network Card / Ethernet
10/100 NIC or wireless network adapter
10/100 NIC or wireless network adapter
Free Hard Drive Space
25 MB of free disk space
25 MB of free disk space
Processor
486 or better PC (Pentium recommended)
PowerPC (G3, G4, G5)
Memory
Minimum of 32 MB of RAM (64 MB RAM for
Windows 2000)
Minimum of 64 MB of RAM (64 MB RAM
for OS 9.0)
Additional Charges
•
To download the software, log in to mycci.net. Go to the My Services page, then Kaspersky Internet
Security.
Wireless Home Networking
Wireless home networking is included as part of your CCI Internet service. The service includes
a wireless router plus 24x7 support for router and connectivity of up to 4 computers. Self-install
and technician-install options are available. We will supply you with the wireless network and
password information, and you can connect your other mobile devices, game consoles, printers
and more.
•
Customers who do not meet the minimum requirements by the date of service may incur
additional charges.
If CCI on-site technical support is required, additional charges will apply.
Safety
For your safety and the protection of your equipment, CCI recom­mends the use of surge
protectors at all times. Surges in electrical power, like lighting strikes and power outages (when
the power returns), can occur anytime and unprotected equipment can be permanently
damaged.
For more information, visit consolidated.com/Internet/home_networking.php.
Personal Web Space
CCI provides free personal web space to all of our high-speed Internet customers. Depending
on your Internet service package, your account includes from 1 – 50 GB of personal web space
storage. Suitable for hobbyists, our personal websites are simple, shared-domain sites. Each
personal web space account includes an FTP account for uploading files.
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43
Telephone
Getting Started — Voice Mail Guide — Option 1: For Customers in the Greater
Sacramento Area/Fiber-Optic Network
To set up your Basic or Enhanced Voice Mail for the first time:
1. Dial your home telephone number.
2. Press # when you hear the voice mail greeting.
3. Enter your temporary passcode (1234). You will now be
asked to replace your temporary passcode with your own
private passcode. Passcodes can be 4–10 digits long. For
security reasons, we strongly advise you to change your
passcode at this time.
4. Follow the tutorial to navigate through your voice
mail setup. If you ordered an Enhanced Mailbox with
Extension Mailboxes, please read the setup instructions
for extension mailboxes before you record your main
(host) message.
Important: You must complete the entire setup process for your personalized features to take
effect. If you hang up before the process is complete, you will have to complete the setup
process again. You are now ready to receive and use your voice mail.
How To Access Your Voice Mail Using Your Home Phone Number
1. Dial your home telephone number. (Note: If you live in
a metropolitan area in which 10-digit dialing is required,
you must dial all ten digits.)
2. Press # when you hear the voice mail greeting.
3. Enter your passcode.
4. Follow the instructions to navigate through your voice mail.
How To Access Your Voice Mail from Your Own Phone
1. Call the Voice Mail Message Center (see instructions above.)
2. Enter your passcode.
3. Continue following the prompts for your selection.
How To Access Your Voice Mail from Another Phone or Accessing a “Stand Alone Mailbox”
1. Call the Voice Mail Message Center (see instructions on
page 46.)
2. Press *.
3. Enter your mailbox number.
How To Access Your Voice Mail Without Calling Your Home Phone Number
4. Enter your passcode.
5. Continue following the prompts for your selection.
Voice Mail Guide – Option 2: For Customers in the Greater Roseville Area
To access your mailbox, call the Voice Mail Message Center from a touch tone telephone.
There are three telephone numbers available:
Roseville/Rocklin/Granite Bay. . . . . . . . . . . . . (916) 773.2700
Citrus Heights/Sacramento . . . . . . . . . . . . . . . . (916) 721.9900
Davis. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (530) 747.2200
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45
Telephone
The first time you call the Voice Mail Message Center, you will be asked to set up your mailbox. Use
the temporary passcode, 6789. You will then be asked to enter your personal passcode, record your
name and a personal greeting. The prompts (voice instructions) will guide you through the steps:
Call Waiting — To Answer a Second Call
1. A short tone lets you know that a second call is waiting.
1. Call the Voice Mail Message Center. Note: If you are not
calling from your own telephone, press * then enter your
7-digit telephone number.
2. Enter the temporary passcode, 6789.
3. Press #.
4. The prompts will ask you to select a new passcode. Using
your telephone key pad, enter your personal passcode. It
will be played back for you to review with an opportunity to
change if necessary. Note: If you make a mistake entering
your new passcode (or at any time), do not hang up. The
Voice Mail service will repeat the information you entered
and let you try again.
5. The prompts will ask you to record your name. Simply state
your name (“Mary Clark”) without saying any other words.
After you record your name, press #. The Voice Mail service
will play it back for you to review with an opportunity to
change if necessary.
6. When asked, record your personal greeting. Press# when
you are finished. The greeting will be played back for you
to review with an opportunity to change if necessary.
Your mailbox is now set up and ready to use.
2. If you want to end the first call, let the first party hang up,
then press the Flash key on your telephone.
3. If you want the first party to hold, press Flash. This will
connect you to the second call. You can alternate between
the two calls by pressing the Flash key.
Other Telephone features available
· Anonymous Call Rejection
· Call Forwarding All Calls Fixed
· Call Forwarding Busy Fixed
· Call Forwarding Busy Variable
· Call Forwarding Do Not Answer Fixed
· Call Forwarding Do Not Answer
Variable
· Call Forwarding Variable
· Call Hold
· Call Return
· Call Transfer
· Call Waiting/Cancel
· Caller ID
· Priority Ringing
· Repeat Dialing
· Selective Call Acceptance
· Selective Call Forwarding
· Selective Call Rejection
· Six-way Calling
· Speed Calling 8
· Speed Calling 30
Visit our Web site at consolidated.com/voice for a full list of available phone features and
additional information.
You can change your personal greeting, name announcement and passcode at any time
by pressing 9, for Mailbox Options, at the Main Menu.
If you have a “Greeting Only” mailbox, follow Steps 1-6 to enter your personal greeting.
Caller ID — To See Who’s Calling
When receiving a call, wait until your telephone completes the second ring; with call waiting ID,
you will hear a distinctive call waiting tone. The telephone number of who’s calling will appear
on your caller ID display screen.
Phone Service Disclaimer
For both Digital Phone Service and for any Traditional Phone Service provided over optical fiber,
Customer acknowledges disclosures related to limits on access to 911 and other emergency
service, including the fact that Customer, and not CCI, must provide electrical power for its
telephone and other equipment and for connection from the Service location to the CCI
network, and that electrical outages may affect 911 and other emergency access. Customer
also acknowledges receipt of stickers/labels for phones, noting 911 limits. Location-based 911
assistance is available only at the location where Service is installed by CCI.
* For Caller ID on TV, refer to page 26.
If Customer uses a security or alarm system, Customer is responsible to notify its system provider
of the new service, to assure the system is operational before installation, to determine whether
the system can operate using the new service, and then to test and confirm system operability
periodically after installation.
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47
Digital Phone
Set Up Your Digital Phone Mailbox
Record Your Greetings (Busy/No Answer) continued
The first time you call the Digital Phone voice mail service, you will be asked to set up your
personal mailbox. You can complete these steps in one phone call.
- Press # if satisfied.
Set Your Voice Mail PIN
- Press 1 to replay your greeting.
- Press * to (re)-record your voice mail greeting.
Option: Press 1 to accept the standard greeting. Callers
will hear a generic voice mail service greeting
when there is no answer on your line.
1. From your home phone:
- Dial 749.7700 (customers in the 916 area code).
From a remote phone:
- Dial 749.7700 (customers in the 916 area code).
- Press the # key.
- Enter your 10-digit telephone number (mail box number).
2. When prompted to enter your PIN, enter your temporary
PIN (6789) and press the # key.
3. When prompted to change your PIN, enter a new PIN
(4 to 10 digits) and press the # key.
Note: Choose a PIN that you will remember.
Record Your Greetings (Busy/No Answer)
1.Press 1 to set your busy greeting (the greeting callers
hear when your line is busy).
2.Press 2 to record a personalized greeting.
3. When prompted, say your greeting clearly and press
the # key.
- Press # if satisfied.
- Press 1 to replay your greeting.
- Press * to (re)-record your voice mail greeting.
Option: Press 1 to accept the standard greeting. Callers
will hear a generic voice mail service greeting
when your line is busy.
Record Your Name
1.Press 1 to record your name.
2. When prompted, say your first and last name clearly
and press the # key.
- Press # if satisfied.
- Press 1 to replay your name.
- Press * to (re)-record your name.
Option: Press # if you want the voice mail service to
provide callers with your telephone number
instead of your name.
Note: You will hear a confirmation message, along
with tutorial information, when voice mail
setup is complete.
How to access your voice mail using home phone number
1. Dial your home telephone number.
2. Press # when you hear the voice mail greeting.
3. Enter your passcode.
4. Follow the instructions to navigate through your voice mail.
4.Press 2 to set your no answer greeting (the greeting
callers hear when you do not answer your line).
5.Press 2 to record a personalized greeting.
6. When prompted, say your greeting clearly and
press the # key.
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49
Digital Phone
Manage Your Digital Phone Features Online via the Digital Phone Manager
Help
You can access help information from two different locations within the Digital Phone Manager.
Clicking on these links will open the Digital Phone support web page at
consolidated.com/digitalphonesupport.
1. Go to MyCCI
(www.mycci.net).
2. Click the Log In link.
Click the Help link in the upper right-hand corner of any Feature box in the Digital Phone
Manager.
Result: Log In window opens.
3. From the Log In window:
• Enter your Username
• Enter your Password
• Click the Log In button
Result: Upon successful log in you will be
taken to MyCCI Homepage.
4. From the MyCCI
homepage select the
My Services link.
Digital Phone Support web page (consolidated.com/digitalphonesupport).
Result: My Services page opens.
You can manage your Digital Phone features using the Digital Phone Manager at
surewest.net or your telephone keypad. Click the appropriate link below to view
detailed instructions.
• Digital Phone Manager Instructions
5. Click on the Digital Phone
Manager button.
• Digital Phone Feature Management by Telephone Instructions
You can manage your voice mail through your telephone keypad. Click the link below
to view detailed instructions.
Result: Digital Phone Manager
opens.
• Voice Mail Management by Telephone Instructions
Note: All the instructions linked above apply to CCI’s Digital Phone Service only, and
not to our traditional telephone service.
6. Manage your Digital Phone features online
via the Digital Phone Manager.
You can manage the following features online
through the Digital Phone Manager:
Anonymous Call Rejection Call Forwarding Call Waiting Do Not Disturb Find Me/Follow Me Simultaneous Ring Multiple Directory Number
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Online Call Logs
Selective Call Acceptance
Selective Call Forwarding
Selective Call Rejection
Speed Calling 8
Ring Pattern
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51
MyCCI
Manage Your Digital Phone Features via Your Telephone Keypad
MyCCI
In addition to managing your Digital Phone features online, you can manage many features via
your telephone keypad.
MyCCI is your own personal dashboard to the Internet and your CCI services. Use the Google
search bar or get the latest news, weather, and much more! You can also check your CCI e-mail,
customize your homepage layout, and add quick links to your favorite web sites. Plus, you can
view your CCI services, pay your bill online, check your e-mail, and manage your Digital Phone
features.
Feature
* Commands
Feature
* Commands
6-Way Calling
N/A
Call Waiting
*70 to cancel for one call
Anonymous Call Rejection
*77 On/*87 Off
Do Not Disturb
*78 On/*79 Off
Automatic Recall
*69 On
Selective Call
Acceptance
*64 Activate/*84 Deactivate
Call Forwarding Busy
*90 Activate/*98
Deactivate
Selective Call Forwarding
*63 Activate/*83 Deactivate
Call Forwarding No Answer
*92 Activate/*93
Deactivate
Selective Call Rejection
*60 Activate/*80 Deactivate
Call Forwarding All Calls
*72 Activate/*73
Deactivate
Speed Calling 8
*74
Caller ID Blocking
*67 Conceal/*82 Reveal
Voice Mail
Call (916) 749-7700
(916 area code)
* For Caller ID on TV, refer to page 26.
Manage Your Digital Phone Features via Remote Access
You can even manage features from any phone, anywhere by calling our Digital Phone Remote
Access service. You will need your Remote Access PIN, which was set up for you when you
ordered Digital Phone service. If you have forgotten your Remote Access PIN, please call
us at 844.YOURCCI (844.968.7224).
1.Dial 916.749.7100 to connect to Remote Access.
Note: Customers in the 530 area code must dial
530.302.5100.
2. Enter your 10-digit telephone number and press
the # key.
Benefits of Logging In to MyCCI
These are just some of the benefits of logging in to MyCCI. You don’t even have to be a CCI
Internet customer to enjoy these benefits!
•
View, pay and manage your bill & choose paperless billing
• Download your FREE Internet security software from CCI
• Remotely program your DVR
• Manage your Digital Phone features – online!
• Add single-sign-on access to your FaceBook page
3. Enter your Remote Access PIN and press the # key.
• Redeem CCI Rewards
4. Use the star commands listed above to activate or deactivate
features, but be sure to press the # key after each command.
The # key is always required after each star command when
connected via Remote Access.
• Customize your page with live news, weather, stocks and more!
• All Mail – ALL your email ALL in one place
• TV Everywhere – watch your favorite programs online!
Example: To activate Call Forwarding All Calls,
press *72 followed by the # key.
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MyCCI
Logging In to MyCCI
Create a MyCCI Online Account
Anyone can access MyCCI. As a valued customer, we recommend you log in so you can enjoy
all the benefits of MyCCI. You will need a MyCCI online account to log in to MyCCI.
You will need two pieces of information to complete the create account process:
Note: If you do not have a MyCCI online account, you will need to create one. You will need your
account number and verbal password to create your account. For more information on creating
an account, go to the Create Account instructions.
•
Account number
•
Verbal Password – your account password that was established when you signed up
for CCI service
Note: If you do not have this information, please call us at 844.YOURCCI (844.968.7224) to set
up an account.
For detailed instructions, go to MyCCI Log In instructions.
Homepage Tour
For detailed instructions, go to Create Account instructions.
We recommend you take the MyCCI homepage tour after logging in. Familiarize yourself with
all the capabilities of MyCCI: search, news, e-mail, homepage preferences, weather, and more.
1. Click the Homepage Tour tab on the MyCCI homepage, and
click the Tour This Homepage Now button.
2. Click on a tab on the tour page to learn more about that
section of MyCCI.
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55
MyCCI
My Services
Online Billing & Payments
My Services allows you to manage the online components of your CCI services. Explore speed
upgrades and additional features that enhance your Internet experience, manage all your Digital
Phone features here, or use the online DVR manager.
For your convenience, CCI offers a secure online billing and payment support service 24 hours a
day, 7 days a week to fit your schedule. This is a free service and when used with the paperless
billing option can provide you with an easy and convenient way to manage your CCI account. It’s
quick, it’s easy, and it’s secure!
1.Click My Services on the MyCCI homepage.
Online Payment Support: Pay your bills using the secure payment options. Make one payment
at a time each month using your checking or credit card accounts, or use our automatic recurring
payment option for convenient transactions that will pay on time each month.
For detailed instructions, go to Pay Your Bill Online instructions.
2. Click on a button to manage an online service component.
Online Billing Support: You can view a history of your bills online, which means you do not
have to save your paper bills. Plus, you can go green and stop paper bills from being mailed to
your home. View all your bills online and print what you need, when you need it.
Each month you will receive an e-mail advising you that your new bill is ready to view.
For detailed instructions, go to View Your Bill Online instructions.
Paperless Billing
Save time, money and the environment by receiving your bill online rather than via the U.S. mail.
You can view your bill online at your leisure on our secure site. It easy!
For detailed instructions, go to Set Up Paperless Billing.
Note: You will only see components for services you currently
have with CCI.
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57
MyCCI
Account Management Settings
Personalize Homepage Layout
Account Management Settings is where you can set access privileges for your MyCCI online
account, create or change usernames, passwords, and security questions for all users on your
account, and manage your email notification preferences.
You can create the homepage layout and experience that is right for you!
Note: Some of the Personalize homepage layout settings are ONLY available to the primary
account user.
Note: Some of the Account Management settings are ONLY available to the primary account
user.
1. Click Personalize on the MyCCI homepage. Add desired
components to the homepage.
1.Click Account Management on the MyCCI homepage.
2. Click on a button to manage access, passwords, or email
notification preferences.
2. Some components on the homepage are moveable. These
components will have a small grey box with an “x” (see
below). To move these components around on the page,
hover your mouse over a movable component until a twoway arrow appears (see below). When you see that arrow,
you can click and drag the component up or down, right or
left within the moveable area.
Note: Some components of the homepage are locked. You will not
be able to move these components.
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59
Contact Us
Help
Here are some tips on where to get help logging in and using MyCCI.
• Click on the help links throughout the MyCCI screens.
Note: In the example below, you can find out find out what a cookie is, or get help logging in to
MyCCI.
To access our telephone Self Help options,
call us at 844.YOURCCI (844.968.7224)
and select option #1 to enter our Self Help
Options. If you still need Technical Support,
you may contact us by:
By Mail
E-mail: Go to consolidated.com/contact.
Send all letters and requests to:
Consolidated Communications
P.O. Box 969
Roseville, CA 95678
Telephone: For direct contact with Technical
Support 24 hours a day, 7 days a week,
call us at 844.YOURCCI (844.968.7224).
• Go to our online support site at mycci.net by clicking the MyCCI drop-down menu,
then click on Support. Find the MyCCI section with a complete listing of help topics.
If you are still having issues logging in to or using MyCCI, please call us at 844.YOURCCI
(844.968.7224).
The Support Web Site
When contacting our support desk, the
following actions may be necessary:
•Your account will be accessed.
• You will be asked a series of questions to
pinpoint the problem.
• The representative may attempt to
troubleshoot the problem with you over
the phone.
• Additional remote testing may be
required.
• If the problem cannot be resolved
remotely, a technician may be dispatched
to your home. The representative will set
up a service call date and time convenient
for you.
Customer Communication Centers
Customer Care
Elk Grove
9766 Waterman Road
Mon-Fri 9-6, Sat & Sun Closed
*closed most holidays
Customer Service: Use the CCI support web site for all your customer service needs 24 hours
a day, 7 days a week. Go to mycci.net and click on the My Services drop-down, then click on
Support. Find the answers to your questions regarding new accounts, billing, FAQs for all of our
products, as well as the most common technical support issues you can resolve on your own.
For your convenience, CCI offers many selfhelp Customer Service and payment options.
The site also provides an overview for reading your monthly invoice and understanding the first
bill, which may contain prorated or fractional charges.
Should you still need Customer Service
Support, you may contact us by:
If you need additional help from Customer Service or have Technical Support needs, you can go
to the main page and click on Email Us to send us your questions or comments on any product
or service. We will return your e-mail within 1 business day of your request.
E-mail
Go to consolidated.com, select
Contact Us Via Email and under Category
select the most appropriate listing for your
request.
Telephone
For direct contact with a CCI Representative,
call us at 844.YOURCCI (844.968.7224) and
select the option from our menu that most
meets your needs.
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Send all payments by mail to:
Consolidated Communications
P.O. Box 30697
Los Angeles, CA 90030-0697
Visit one of our Customer Communication
Centers to pick up or drop off digital set-top
boxes:
Roseville
8150 Industrial Ave., Building D
Mon-Fri 9-6, Sat 9-5, Closed Sun
*closed most holidays
Town & Country
2805-2 Marconi Avenue
Sacramento, CA 95821
Mon-Fri 9-6, Sat 9-6, Closed Sun
*closed most holidays
In the unlikely event that you are not satisfied
with the answer or resolution provided by our
Customer Care team, you may contact:
Sacramento Metropolitan
Cable Television Commission
901 H Street Suite 206
Sacramento, CA 95814
916.874.6661
[email protected]
City of Lincoln
640 Fifth Street
Lincoln, CA 95648
916.645.3314
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61
Billing
Online Billing & Payments
Telephone Payments, Payment Arrangement and Account Balance
For your convenience, CCI offers a secure online billing and payment support service 24 hours a
day, 7 days a week to fit your schedule. This is a free service and when used with the paperless
billing option can provide you with an easy and convenient way to manage your CCI account. It’s
quick, it’s easy, and it’s secure!
Our automated telephone customer service system is available 24 hours a day, 7 days a week
for your convenience.
Online Payment Support: Pay your bills using the secure payment options. Make one payment
at a time each month using your checking or credit card accounts, or use our automatic recurring
payment option for convenient transactions that will pay on time each month.
Call us at 800.640.9549 to check the balance on your account or to make a full or partial
payment using your credit card.
Contacting Technical Support
Many common Technical Support questions can be answered for you 24 hours a day, 7 days a
week at our web site Support Center or by our telephone Self-Help options.
For detailed instructions, go to Pay Your Bill Online instructions.
To access our web site Support Center, go to consolidated.com/supportpage.
Online Billing Support: You can view a history of your bills online, which means you do not
have to save your paper bills. Plus, you can go green and stop paper bills from being mailed to
your home. View all your bills online and print what you need, when you need it.
Each month you will receive an e-mail advising you that your new bill is ready to view.
For detailed instructions, go to View Your Bill Online instructions.
• Paperless Billing
• Save time, money and the environment by receiving your bill online rather than via the
U.S. mail. You can view your bill online at your leisure on our secure site. It easy!
For detailed instructions, go to Set Up Paperless Billing.
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63
Billing
Billing Inquiries
Billing Policies
Previous balance
This includes:
Consumer Tips
Visit our Web site at mycci.net. Click on
Support for any billing questions.
Call: 844.YOURCCI (844.968.7224)
Monday – Friday, 8 a.m. to 6 p.m.
•
•
Avoiding Late Fees
Bill Features
Combined Bill
CCI offers you the advantage of all your
communications services from one source,
on one bill — and the opportunity to save
with our bundled discounts. You will receive
a single bill for all your services, which will
display the following:
•
•
•
Applicable installation charges.
Prorated charges covering the service
period, from the date of installation to
the first day of your new billing period.
Charges for the first full month of service.
Prorated Charges
CCI bills you for your service from the day it
begins until the day service is discontinued.
This results in prorated (partial-month)
charges appearing on your first bill. Examples
of prorated charges:
Adding a service
When any service or piece of equipment is
added to an account, the change in service
will be reflected on the next month’s bill.
The bill will include a prorated charge for the
service connected during the previous billing
period and the applicable monthly recurring
charge for the current billing period.
Removing a service
When any service or piece of equipment is
removed or discontinued, it will be covered
as a single-line item adjustment that will
credit the account from the date that the
service was removed through the end of the
billing period. If the service is discon­tinued
but the equipment is not returned,
a debit may be made to the account on
the final bill.
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•
•
All monthly recurring charges are billed
in advance.
Nonrecurring charges and usage fees
(for long distance calls, video on demand,
etc.) are billed in arrears for service(s)
rendered since the prior billing cycle.
Any changes made to your service
options will be reflected on your next
month’s bill.
Understanding Your Bill
(See sample on pages 68-69.)
Your Account Information
When you receive your first bill, please verify
the name (person responsible for payment
of the bill) and address on your bill.
Your account number, invoice number,
service period and invoice date
•
•
•
Your account number should be included
on your check or money order and on
all correspondence.
The invoice date is the first day
of your monthly service period.
Future invoices will be processed
on the same day of each month.
Payment due date
Payment needs to be received on or before
the payment due date in order to avoid late
charges. Our Customer Care Center phone
number and address are provided on the
invoice for your convenience.
Feature announcement area
This section contains monthly information
bulletins and updates.
•
•
All service charges reflected on
your previous month’s invoice.
Any current credits and/or
applicable adjustments.
Any payments received since
your last invoice period.
Monthly recurring items
•
•
Recurring charges include all monthly
service charges for telephone, high-speed
Internet, and digital television service.
If your service was installed, or if you
made changes to your service, this
amount may also reflect prorated
charges.
Service connection/change charges
These charges include all nonrecurring charges
(installation fees, etc.).
Usage charges and pay-per-use services
These charges include all local and long distance usage charges and pay-per-use services
(video on demand and pay-per-view movies).
CCI reserves the right to charge applicable late
fees if payments are not received by the due
date.
Ensuring a Good Credit Rating
•
•
•
Moving to a New Location
•
Taxes, surcharges and regulatory fees
Please see your bill for details.
Total amount due
This calculation includes any previous balance
and your current monthly charges.
Optional payment methods
You may pay your bill with a check, money
order, credit card or automatic payment.
Payment return address
Be sure this address shows through the
window of the return envelope. If you need
more information please go to our web site:
consolidated.com
Payment received on or before
the “payment due” date ensures
uninterrupted service and a good
credit rating.
Remember to put your customer account
number on your check or money order
and enclose the bottom portion of your
statement with your payment.
Make checks payable to Consolidated
Communications. Include your CCI
account number on the check to assure
your payment is credited to the correct
account.
•
If you are moving and need to
disconnect or transfer your CCI service,
call us as far in advance as possible
before your move date. If you want
to continue CCI service at your new
home (within our service area), we
can schedule a convenient transfer
appointment.
If you are moving out of our service area,
please call one of our Customer Care
repre­sentatives to place your disconnect
order and to make arrangements for the
return of any equipment supplied by CCI.
Remittance slip
Include the remittance portion of your
invoice with your payment. For billing address
changes, complete the reverse side of the
payment remittance portion of your invoice.
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65
Billing
Sample Bill
C
A
M
A
S
E
L
P
D
E
E
B
M
A
S
A ACCOUNT ID
Otherwise known as the “Customer ID” this unique
number allows CCI to quickly identify your account
and process your requests in a timely manner. This
number consists of your Account ID plus your Bill ID.
Some customers could have more then one bill or
end with bill 0002.
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C
E
L
P
B CURRENT CHARGES
The current charge for monthly recurring charges for
each service including prorated charges as well as toll
and video pay-per-view charges.
C PRORATED CHARGES/CREDIT
This charge covers the time from the date you
started service to the beginning of your first billing
cycle. You may also see this charge after a service
change or on your last bill.
D SURCHARGES AND TAXES
For a complete listing and description of
the surcharges and taxes please go to
surewest.com/taxesandsurcharges.
E CALLING PLAN
These features are all included in your select calling
plan. The long distance toll charges appear under the
SureWest Long Distance section.
F NETWORK ACCESS FOR
INTERSTATE CALLING
FCC access fee – Please refer to page 2 of your
bill for more details.
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67
Maintenance
Battery Backup for Telephone Service
Your telephone service requires electrical power from your home to operate and in
case of a power outage a battery backup is used to provide this service. You will not
be able to make any calls, including 911 calls, during a power outage if your battery backup
unit is not operational. CCI only provides a backup battery option for use during a customer’s
commercial power outage. While other backup power solutions exist, CCI does not have
specific knowledge of these alternate backup solutions. If you decide that you want additional
backup power during a commercial power outage, you should contact an appropriate energy
contractor/dealer that specializes in the design and installation of power backup systems.
Battery Life:
The battery backup unit will provide phone service for up to 8 hours during a power outage. Use
your telephone sparingly during a power outage because the more you use it, the faster your
battery backup power will be used up. This will reduce the time available for emergency calls.
For those living in areas where long power outages occur, we recommend that you have other
available means (e.g. cell phone) of contacting help in an emergency, or that you keep a spare
battery handy for replacement.
Some battery backup units have an emergency reserve to protect you in an emergency.
Once your telephone and battery powers off after a power outage and you need to make an
emergency phone call, press the Battery Emergency Use button once to have up to one hour of
extra battery life for talk time. After the button is pushed, all remaining battery life is used once
the battery power is drained.
Alerts:
In the event of a power outage, some battery backup units will alert you with an audible alarm
that they are supplying power from the battery. You can silence this alarm by pushing the alarm
silence button.
Warranty:
CCI provides a 90-day warranty on the battery, during which time we will replace it for free. If your
battery fails during this 90-day period, please call us at: 844.YOURCCI (844.968.7224).
After the 90-day warranty period, it is your responsibility to monitor and replace the battery when
necessary. Expected battery life is 3 to 5 years. Note that battery age and the temperature of the
environment in which it operates both affect battery life. The battery alarms will indicate when
the battery needs to be replaced.
Replacement:
Battery replacement is a safe procedure, isolated from electrical hazards. You may leave the
battery backup unit and connected equipment on for this procedure.
• Replacement batteries can be purchased at:
•
Any Consolidated Communications customer service center for $34.99
•
Retail stores such as:
—BatteriesPlus
—
Fry’s Electronics
—
Radio Shack
•
Online from numerous companies’ websites, including the stores listed above
If you go to a battery store, we recommend taking your old battery with you to ensure purchase
of an exact match.
Recycle:
Placement:
You will be provided options regarding where to place the battery backup unit, subject to the
following conditions:
•Distance
• Home utility entry points
• Services ordered
Cordless Phones:
Cordless phones need electrical power to operate and thus will not work during a power outage
because the cordless phone base unit will not have any power. Your backup battery power does
not back up your cordless phones or other equipment you may have connected to the telephone
line that require electrical power. We recommend keeping a corded phone (one that does not
need electrical power to operate) either plugged into a telephone outlet or have one handy to
plug in during a power outage. Or have other backup power on hand to supply electrical power
to your cordless phones or other equipment you may have connected to the telephone line.
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When you replace the sealed lead-acid battery in your battery backup
unit, dispose of your old battery properly. All batteries are considered
hazardous waste. California law requires that they must be recycled,
or taken to a household hazardous waste disposal facility, a
universal waste handler, or an authorized recycling facility. In most
situations, except purchases made online, wherever you purchase
your replacement battery will accept your old battery for recycling.
If needed, visit the Call2Recycle website to find a recycling location
near you: call2recycle.org
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69
Maintenance
Types of Battery Backups:
Please see below for instructions and information on the Battery Backups listed above.
As a CCI customer you will have one of the following Battery Backups:
1. Allied Telesis DUPS-1232GI (AT-iMG008)
1. Allied Telesis DUPS-1232GI (AT-iMG008)
Indicator Signals:
System Status
✓
Battery Power
Replace Battery
X
Auxiliary Power
2. APC ES 750
Alarm Silence
Battery
Emergency
Use
3. APC PowerShield CP24
TYPE
System Status
SYMBOL
✓
Battery Power
Replace Battery
X
Auxiliary Power
!
CONDITION
ALARM ACTION
System ON and normal,
idle or discharging
ON GREEN
Battery Charging
Battery Discharging
< 45% capacity remaining
OFF
ON
FLASH GREEN
Battery failed self test
ON RED
Aux source connected
to unit
ON GREEN
4. APC PowerShield CP27U13 U12
The ALARM SILENCE button is used to silence the battery backup unit’s alarm. The BATTERY
EMERGENCY USE button provides power for an emergency call in the event of a lengthy
power outage.
5. APC PowerShield CP24D12
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TYPE
CONDITION
BUZZER
Input Power Fail
Loss of input power
None
Replace Battery
Battery failed self test
Beep once every
15 minutes
Low Battery
< 45% capacity remaining
None
ON Battery
Battery being discharged
None
Battery Missing
No battery installed or
battery disconnected
None
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71
Maintenance
Battery Replacement:
2.
1. Use the indicator lights to confirm that battery replacement
is required
2. Open the battery compartment cover
3. Remove the old battery from the battery compartment
APC ES 750
In order to maintain maximum emergency telephone service capability, avoid plugging any other
devices into the top row of 5 battery backup outlets. You can use the bottom row of 5 surgeprotected outlets as a power strip for any devices you may wish to connect.
Indicator Signals:
4. Remove the positive (red) and negative (black) leads from
the old battery
5. Attach the negative (black) and positive (red) leads to the
new battery
Status
Visual Indications
(Power On- Green
Replace Battery- Red)
Audible
Indication
Alarm Terminates
When
6. Insert the new battery into the battery compartment
Power On - UPS is supplying
conditioned utility power to the load.
Power On LED - ON
None
Not applicable
On Battery - UPS is supplying
battery power to load connected to
Battery outlets
Power On LED - ON (off
during beep)
UPS transfers back to
Beeping 4
Power On operation,
times every 30
or when UPS is
seconds
turned off.
Low Battery Warning - UPS is
supplying battery power to the load
connected to the Battery outlets and
the battery is near exhausted
Power On LED - flashing
(every 1/2 second)
Rapid beeping
(every 1/2
second)
7. Close the battery compartment cover
Battery Removal Instructions:
(2) Push Tabs
Outwards &
Remove
Battery
(1) Disconnect “+” Terminal
(3) Disconnect “-” Terminal
Battery Installation Instructions:
(2) Push Tabs
Outwards &
Install Battery
(3) Connect “+” Terminal
Replace Battery - The battery is
disconnected.
The battery is in need of charging or
is at the end of its usual life and must
be replaced
Overload Shutdown - During On
Battery operation a battery power
supplied outlet overload was detected
Power On and
Replace Battery LEDs flashing(alternating)
Replace Battery LED flashing
Constant tone
Constant tone
UPS transfers back
to normal operation,
or when UPS is
turned off.
UPS is turned
off with the
power switch
Constant tone
UPS turned off with
the power switch
Power On LED - ON
Constant tone
Equipment power
plugs are moved
from Battery Backup
outlets to Surge or
Client outlets.
Sleep Mode - During On Battery
operation the battery power has
been completely exhausted, and
the UPS is waiting for utility power
to return to normal.
None
Beeping
once every 4
seconds
Utility power is
restored, or if utility
power is not restored
within 32 seconds, or
the UPS is turned off.
Building Wiring Fault - Your
building wiring presents a shock
hazard that should be corrected by a
licensed electrician.
Building Wiring Fault LED
(red) - ON
None
UPS is unplugged,
or is plugged into
a property wired
outlet.
Overload Alarm - Online power
exceeded Back-UPS capacity.
None
(1) Connect “-” Terminal
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73
Maintenance
Battery Replacement:
3. and 4. Replace the battery when the Replace Battery Indicator light is flashing.
Then only difference in the CP24U12 &CP27U13 is the alarm silence indicator. CP24U12 does
not have this feature.
1.
2.
3.
4.
5.
6.
7.
8.
Use the indicator lights to confirm that battery replacement
is required
Open the battery compartment cover
Remove the old battery from the battery compartment
Remove the positive (red) and negative (black) leads from the old battery
Attach the negative (black) and positive (red) leads to the new battery
Insert the new battery into the battery compartment
Close the battery compartment cover
Use the indicator lights to confirm proper battery operation
Battery Cover
APC PowerShield CP24U12 & CP27U13
Indicator Signals:
Status Indicators
Indicator
Description
Utility
Solid green indicates the unit is on utility power.
Solid yellow indicates that utility power is not present and the unit is on
battery power.
Flashing green LED indicates the unit is fast-charging.
Output
Green indicates the unit is working properly and DC output power is
provided by the battery or the utility power.
✓
Release Tab
Replace Battery/
Alarm Silence
Red indicated that the battery must be replaced or that the battery is
disconnected. See Battery Replacement.
Pressing this button will silence the audible alarm. See Alarm Silence
Button.
Battery Terminals
Audible Alarm
Battery Wires
Description
On Battery
Four beeps in four seconds will be emitted one time only. This alarm will
sound when the utility power is lost and the unit goes on battery power.
Low Battery
Voltage
Every five minutes, four beeps in four seconds will be emitted. This alarm
will sound when operating on battery and the battery voltage has dropped
below threshold, indicating that less than 20% of available runtime remains.
Replace
Battery
Every fifteen minutes, there will be a quarter-second beep when the battery
fails the automatic self-test.
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MAINTENANCE
74 Back to Table of Contents
Explanation
75
Maintenance
Troubleshooting
Battery Replacement:
Digital TV Troubleshooting
1.
2.
3.
4.
5.
6.
7.
8.
Use the indicator lights to confirm that battery replacement
is required
Open the battery compartment cover
Remove the old battery from the battery compartment
Remove the positive (red) and negative (black) leads from the old battery
Attach the negative (black) and positive (red) leads to the new battery
Insert the new battery into the battery compartment
Close the battery compartment cover
Use the indicator lights to confirm proper battery operation
Important Note: If all your CCI services are down, please check the power to the CCI
equipment in your house.
By performing basic troubleshooting before you call our Technical Support team, you can often
resolve the problem immediately and save time. Try using the following steps:
•
•
•
•
Step 2
Step 3
Step 1
•
•
Check power to equipment – Verify the electrical outlet has power and power cord
is securely plugged in to TV, set-top box, DVR, etc.
Check cables and connectors – Make sure all cables and connections are securely
connected to your TV and each piece of equipment.
Power cycle the set-top box – The black power cord must be unplugged from the back of
the set-top box for 10 seconds and then plug it back in. Wait for the setup to complete until
you see a picture.
Verify TV is on the correct input channel – Press the TV/Video button on the
remote until you see a picture.
Verify TV is on the right channel – Channel 3 or 4.
Remote Issues – Replace batteries – Verify the batteries are not dead/low.
Internet/Data Troubleshooting
Red
Cable
If you are unable to connect to the internet or access the web:
Black Cable
Positive Terminals
Battery Cover Release Tabs
5.
Negative Terminals
APC PowerShield CP24D12
If your battery needs to be replaced on the APC PowerShield CP24D12 battery backup unit,
call SureWest at 844.YOURCCI (844.968.7224). We will replace your entire battery backup
unit for free.
76 Back to Table of Contents
1. Check cables and connectors – Verify that the cord coming
from the wall to your router/computer is securely plugged in.
2. Power cycle your DSL modem router (Linksys, Netgear, D–
Link, etc.) and/or your computer. Turn OFF the power to
these devices. Wait 10 seconds. Follow this sequence when
turning ON the power – DSL modem, router and then your
computer.
3. Disable any firewall/security software – Norton firewall,
Norton Security, McAfee, Zone Alarm, etc.
4. Connect your computer directly to the data wall jack/DSL
modem – disconnect any personal routers/switches.
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77
Troubleshooting
Voice/Phone Troubleshooting
Internet/Data Troubleshooting (cont.)
No dial tone, static or hum on the line:
If you are having speed issues:
1. By having a wired or wireless router this will reduce your
Internet speeds (10% - 20% estimate) depending on the
condition/model of your equipment.
2. Power cycle your DSL modem router (Linksys, Netgear,
D-Link, etc.) and/or your computer. Turn OFF the power to
these devices. Wait 10 seconds. Follow this sequence when
turning ON the power – DSL modem, router and then your
computer.
3. Run a speed test at speedtest.surewest.net and keep a note
of the test results. Check your SureWest bill to verify which
Internet speed package you are subscribed to. If the speed
test results are significantly slow, disconnect the wired/
wireless router and connect your computer directly
to the wall jack or DSL modem. Run the speed test again.
4. Check your computer for viruses/spyware. Free scan is
available on www.trendsecure.com/portal/en-US/
If you are installing a personal router:
•
•
•
•
•
Turn off the power on your computer, router and/or DSL modem.
Securely connect an end of an Ethernet cable to your computer, as shown.
Securely connect the other end to any of the router’s four LAN ports.
Connect a second Ethernet cable from the router’s single WAN/Internet port
to the SureWest DSL modem or data wall jack.
Follow this sequence when turning ON the power – DSL modem, router
and then your computer.
• Unplug each piece of equipment you have plugged into the telephone jack for this line.
— Begin with computers, cordless phones and answering devices
— After each phone is unplugged, check for dial tone on the next piece of equipment
before unplugging it.
— If dial tone is working, then the last piece of equipment (that was unplugged) most likely caused the trouble.
• When you get to the last piece of equipment, if you still have no dial
tone, unplug it and plug one of your other phones back in to check for
dial tone.
• If you still have no dial tone, run a simple test on the Standard Network
Interface (SNI). It is a gray box about 6” by 9”. It is usually located
outside your house and normally near the electrical panel. Here you
can determine whether the problem involves the inside wiring of the
house or outside wiring.
*The SNI test only applies to customers in the Roseville, Citrus Heights and Antelope areas who have
traditional standard access line service.
Once you locate the SNI, you can open it with a flat
head screwdriver in order to gain access to the test
jack. Inside you should find a test jack for every
phone line within the house; each line should be
labeled with the corresponding phone number.
The test jack has a small cord with a modular plug
inserted. Unplug this cord from the test jack and
plug your working phone directly into it.
Phone plugged
into test jack
Listen for dial tone and quality of the line through
the phone’s earpiece. If the connection shows
no improvement or you still have no dial tone, call our technical support department at
844.YOURCCI. If the test is good at the SNI, that means the problem is with the inside wiring
or jacks.
If you have the CCI Inside Wire maintenance plan, we will make the repairs for you.
Ethernet jack
on the
computer
If you do not have a modem - connect
this cable directly to the wall jack
Ethernet cable
If you do not have the CCI Inside Wire maintenance plan, you may do your own repair work, hire
someone to do the repair work for a fee or hire SureWest to do the repair work for a fee.
Router WAN/Internet port
Router LAN
port
Ethernet cable
To Wall Jack
DSL Modem WAN port
DSL Modem LAN port
78 Back to Table of Contents
There are many other voice-related trouble types, e.g., can’t call long distance, calling party
gets a recording, can’t hear or be heard, etc. When you call to report such trouble, it is
important to provide as much detail as possible. “What number were you dialing”, “what
recording are you reaching”, etc.
If you have recently purchased new phones and they aren’t working or certain features aren’t
working, then please be ready to provide us with the make and model of the phone and whether
it is corded or cordless.
Back to Table of Contents
79
Troubleshooting
Digital Phone Troubleshooting (for customers in greater Roseville area)
If you are experiencing no dial tone or noise on the line, follow the instructions below depending
on the piece of equipment installed in your house:
Comtrend 5631T or
Nexus 5361T DSL modem with Innomedia/ATA
RG634
1. Unplug the power cable from the equipment above.
2. Wait 30 seconds then plug the power cable back in and ensure it is secure.
3. Test your phone to verify if you have dial tone now.
Verify all the physical connections are good
Ethernet cable from WAN port on Innomedia/ATA should be connected to Comtrend DSL modem
LAN 3x (if you have CCI video service) or LAN 4x (if you do not have CCI video service)
Your computer/router should be directly plugged into Comtrend DSL modem LAN port 1x or 2x.
If service is still down...
Disconnect the existing cable from Phone 1/Phone 2 on Innomedia. Connect a hardwire phone
directly into that same jack. Check for dial tone.
Disconnect the existing cable from Tel 1/Tel 2 on RG634. Connect a hardwire phone directly
into that same jack. Check for dial tone.
Note: If a dial tone is present when the phone is directly connected to Innomedia/RG634 that would
indicate a problem with the house inside wiring. If there is no dial tone that would indicate
a problem with the SureWest equipment.
Please contact our Technical Support Department (open 24 hrs) at 844.YOURCCI (844.968.7224)
for additional assistance.
80 Back to Table of Contents
844.YOURCCI
150-01998 ADTV
Service Guide_November 2014
82
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