VTelevision Frequently Asked Questions

Set-top Boxes

Why do I need a set-top box?

A set-top box is what takes the signal coming to your house from VTel and changes it into a format that can be read by your TV, so VTelevision requires a set-top box. Additional video services from over-the-top providers such as Netflix, Hulu, Google, Amazon, etc. require separate hardware, but perform beautifully over a fiber connection alongside VTelevision. See Over the Top for more details.

Do I need a set-top box for every TV?

You need a set-top box for every TV on which you wish to view VTelevision.

Can I use an Xbox as a set-top box?

Unfortunately, you cannot use an Xbox as a set-top box at this time. When VTel first announced plans to become television providers, they had announced that an Xbox could be used in place of a set-top box. Since then, Mediaroom – the software VTel uses in their set-top boxes – has decided to stop supporting this option. This means that you will not be able to use an Xbox as a set-top box.

Can I buy my own set-top box?

At this time there is not a way to purchase your own set-top box. Because the set-top boxes are used as a security device for the signal, VTel provides them on a month to month basis.

What kind of set-top boxes do you use?

VTel uses Cisco ISB7100, ISB7150, and ISB7105 Set-Top Boxes at this time. The ISB7100 is the standard model, while the ISB7150 is a DVR model and the ISB7105 is a wireless model.

How many set-top boxes can I have in my house? How many set-top boxes work at one time?

Five set-top boxes will work at a time. The maximum that can be tuned in to HD at once is three, but two more boxes can be set to SD. Likewise, all five set-top boxes set to SD at the same time will work. Keep in mind that if you have a DVR, each show that is being recorded at any given time will count as a channel. This means that if you are recording one HD show, you can only watch two other HD shows and two SD shows at that time. If you are watching a show that is being recorded, it will only count as one channel. Other than that, two televisions tuned to the same channel will count as two different channels for the purpose of counting. If you try to exceed the limit of five, one TV will freeze, you won’t be able to change the channel, or the screen will say either “All HD services are in use. For HD viewing options, press OK” or “All TV services are in use. To proceed: power-off another TV receiver or select a recording to stop.” It will then give you options to stop recordings or stay on the channel.

How do I reboot the set-top box?

Often, the easiest way to reboot the set-top box is to unplug it from power, wait 30 seconds, and then plug it back in. The power cord is the cord on the far left if you are looking at the front of the box. Wait for the box to completely power up again and it should be good to go. Simply turning the box off and on again does not fully reboot the set-top box.

You can also reboot the set-top box from the menu on your TV. First, push “Menu”, scroll over to “Settings”, and select “Restart System”. It will ask you if you are sure you want to reset the system, click “Restart”. Wait for it to completely power up again and it should be ready.


Remote

Can I use my TV remote control for VTelevision?

VTelevision works with the set-top box remote control that is provided with your set-top box. You can, however, program your set-top box remote control to control your TV, DVD player, or other auxiliary device. See the instructions that came with your remote, or view them here. A universal remote can also be programmed to work with VTelevision, but will offer different functionality.

I can’t access the guide or change the channel with my remote. / My remote isn’t working.

Make sure your remote is set to control the set-top box (push the “STB” button at the top of the remote) and has fresh batteries. Make sure you have not exceeded the amount of channels able to work at any given time, including recording shows. (See “How many set-top boxes work at one time” above.) If the remote is still not working, try using a remote from another set-top box (if you have more than one). If the other remote works with the TV, there may be a problem with the remote, in which case we would replace it. Please call VTel at (802) 885-9002 or toll free at (888) 242-7584 to make arrangements.

What does “MENU” do?

The “Menu” button opens a menu where you can access the guide, find your favorites, search for networks, watch recorded shows, access on demand, and play with the features available, among other things.

What does “GUIDE” do?

“Guide” displays or closes the channel guide.

What does “ENTER” do?

“Enter” offers shortcuts to your favorites list, closed captioning, audio languages, aspect ratio, and more. It also can be used to find shortcuts and options while you are on other lists. For example, if you are looking at the guide and you push "Enter," it will bring up a list of "Guide Options."

What does “LAST” do?

The “Last” button allows you to change channels to one of the previous five channels you have visited since turning on your set-top box.

What does “GO INTERACTIVE” do?

Right now, this button is not programmed to do anything. In the near future, this will give you access to interactive features that VTel hopes to incorporate.

What does “RECORDED TV” do?

If you have a DVR, the “Recorded TV” button will open up a list of all the shows that have been recorded in the household (both on the current TV and all the others).

What does “VIDEO ON DEMAND” do?

The “Video On Demand” button will open a list of movies and TV shows that are available when you want to watch them. Some offerings are free, while others have an associated cost. This feature is currently being developed and may not have a lot of options now, so check back often to see what’s new.

What do “A,” “B,” and “C” do?

Right now, "A" and "B" do not have assigned functions. As VTel adds more features, these buttons may be appropriated as shortcuts to those features. VTel will inform customers if the button functions on their remotes change.

The "C" button accesses the Favorites menu.

What does “INFO” do?

The “Info” button displays information about the selected program.

What can I do if I lose or damage my remote?

If you lose or damage your remote, VTel will provide a replacement for $20 (plus $4.95 S&H if applicable). Since you are leasing the set-top box and the remote from VTel, you will be expected to return the newer remote when you terminate your service. If the remote is not working due to a manufacturing issue or basic wear and tear, we will replace it for free.


Accessibility

How do I turn on/off closed captioning?

The easiest way to turn closed captioning on and off is to press “Enter” found in the bottom right corner of the remote. Select “Closed Captions” and simply choose “On” or “Off.”

You can also turn closed captioning on and off by pressing the “Menu” button on the remote. Select “Settings” followed by “Television.” Choose “Closed Captioning” and this will bring up a screen that gives you the option to turn the captions on or off, but it also gives you options for “Digital closed captioning” and “Standard closed captioning”. Not every show on every channel has both digital and standard closed captioning, so the default is to have both set to “Closed Caption 1”. Each, however, can be turned on and off independently. Digital closed captioning also offers options to change the color of the text and the background as well as the size of the text, whereas standard closed captioning is simply white text on a black background.

Closed captioning is on but I am not seeing captions. Is there a problem?

The law requires that the vast majority of programs be closed captioned. This means that almost every show you see will be captioned, but there are exceptions. These exceptions include commercials, non-English language programming, programming that is primarily textual, programming between 2am – 6am, certain locally produced and distributed programming, and non-vocal musical programming. If you are sure that what you are watching should have captions and it doesn’t, check to see if both digital and standard captions are enabled. To do this, press the “Menu” button on the remote. Select “Settings” followed by “Television”. Choose “Closed Captioning” and this will bring up a screen that gives you the option to turn the captions on or off, but it also gives you options for “Digital closed captioning” and “Standard closed captioning”. Both of these should say “Closed Caption 1”. If they don’t, select the “Change” button and change it. If this does not work, please call our VTelevision and Internet Support at (802) 885-9002 or reach us toll free at (888) 242-7584. You may also email VTel’s TV Team at tvteam@vermontel.net.

Can I change the size, color, or opacity of the captions?

If the show you are watching has digital closed captions, you can change the size, color, and opacity of the captions. (Not every show or every channel has digital captions.) Press the “Menu” button on the remote. Select “Settings” followed by “Television.” Choose “Closed Captioning” and this will bring up a screen that gives you the option to turn the captions on or off, but it also gives you options for “Digital closed captioning” and “Standard closed captioning.” Select “Change” for digital closed captioning and this will give you the options to change the text color, size, style, opacity and the color and opacity of the background.

When both standard and digital captions are turned on and available, the TV will default to the standard captions. In order to see the changes you have made to your digital captions, you may need to turn standard closed captioning off. To do this, follow the instructions above that you used to get to the “Digital closed captioning” but instead, choose “Change” next to “Standard closed captioning.” Turn off the standard closed captioning. However, when you are watching a channel or a show without digital closed captioning, you will need to go back in and turn standard closed captioning back on.

I’m having problems with my closed captioning. What should I do?

If you are having any difficulties with your closed captioning, please call VTel Video and Internet Support at (802) 885-9002 or toll free at (888) 242-7584 or email VTel’s TV Team at tvteam@vermontel.net


Guide

Why isn't the guide information correct?

VTel receives their guide information from a third party, so what they receive is passed on to the customers. Occasionally, the information displayed on the guide will be inaccurate for a program or two, but if you notice an ongoing problem or a certain channel has the wrong information all the time, please contact VTel at (802) 885-9002 or toll free at (888) 242-7584 or e-mail VTel’s TV Team at tvteam@vermontel.net.

Can I quickly move forward in the guide by day to see what’s on tomorrow?

You can move forward in the guide by 24 hours with the fast forward button. While in the guide, simply press the “FF” button at the top of the remote. This will take you to the same time on the next day. You can also press “REW” to go back by 24 hours.

In addition, you can move to specific dates and times by getting into the guide and pressing “Enter”. Select “Jump to day & time” and then choose the time you would like to see. If you choose “Tomorrow” or any other specific day, it will take you to primetime on that day (primetime starts at 7:00pm).

Why isn't the picture-in-picture working?

The picture-in-picture is the small box in the bottom left of the guide that shows what is on other channels. If the picture-in-picture isn’t working on a newly added channel, it may take a day or two for it to appear along with the guide information. If it is not a new channel, or it has been longer than a couple of days please contact VTel at (802) 885-9002 or toll free at (888) 242-7584 or e-mail VTel’s TV Team at tvteam@vermontel.net.

Why does the guide go back in time, showing programs that are already over?

Several channels allow for a time shift, meaning that you can watch shows that have been on within the last four hours even if you don’t have a DVR. The channels that allow this are marked on the guide with an arrow pointing back in time. Shows in the past that are available to watch are highlighted in blue.

How can I customize my channel guide to skip channels I don’t want to see?

You can customize your channel lineup to skip channels you don’t want to see both in the guide and when you flip through the channels. To do this, press “Menu” and choose “Settings”. Select “Television” and then “Customize channel guide”. This will bring up a list of all the channels with check marks next to them. Simply uncheck the channels you don’t want to see and save the changes. If you wish to see those channels at a later date, go back to the list and check the channels you want or select “Check all” to see every channel again.

Can I change the order of the channels in my channel guide?

You can change the order of the channels in your channel guide if you would like. To do this, press “Menu” and choose “Settings.” Select “Television” and then “Customize channel guide.” In the left hand menu, choose “Change order.” This brings up a list of all the channels in their current order. Use the arrows to move channels up or down and save your changes. After you have changed the channels, they will be in your customized numerical order starting with one (1). This means the channels will no longer match any of the channel lineups provided by VTel, so keep track of where things are. To put the channels back in their default order to correspond to VTel’s channel lineups, go back into “Change order” and choose “Default order” on the left menu.

Can I change the way I see the channels on the guide?

The guide can be viewed in two ways. The first is the default with the channels down the left and the times across the top. The second shows the channels across the top and the times down the side. This allows you to view a channel’s full lineup throughout the day. To switch the layout, press “Menu” and choose “Settings.” Select “Television” and then “Guide Style.” “Grid guide” is the default guide style. “Channel lineup” is the other.


Audio

How do I access Secondary Audio Programming (SAP)?

If a channel or program has more than one language or descriptive video available, you can switch languages by pressing “Enter” found in the bottom right corner of the remote. Select “Audio language” and it will show if there are other audio languages available. “Primary” is usually English and “Secondary” is usually Spanish or descriptive video. Choose the one you would like. If there is no secondary language available, it will only give "Primary" as an option.

If you would like to default to secondary audio every time it is available, press “Menu,” choose “Settings,” and then “Audio.” Select “Secondary audio” and change the option to “Use secondary audio if available.”

I’m hearing Spanish but this program is supposed to be in English. What do I do?

Most likely, the audio language has been switched. Some programs or channels offer alternative language options, like Spanish. You can check the language setting and switch languages by pressing “Enter” found in the bottom right corner of the remote. Select “Audio language” and it will show which languages are available. English is usually the "Primary" language. Choose the one you would like.

If you are still hearing the wrong language, you can check the preferred audio language on your set-top box. First, press “Menu” and choose “Settings.” Select “Audio” and then “Audio language.” Make sure it is set to English.

If the language is still not correct for the program or you are still having issues, please call VTel at (802) 885-9002 or toll free at (888) 242-7584 or e-mail VTel’s TV Team at tvteam@vermontel.net.

How do I access descriptive video?

Descriptive video can be accessed the same way as accessing the Secondary Audio Program (SAP). (See above.) Descriptive video is a feature sent to us by the networks, so it is only available when they make it so.

I’m certain this program has descriptive video, but it’s not available. What should I do?

If you feel that VTelevision is missing scheduled descriptive video, please contact VTel (802) 885-9002 or toll free at (888) 242-7584 or e-mail VTel’s TV Team at tvteam@vermontel.net.


Picture Quality/Aspect Ratio

Why is this channel pixelating? What should I do?

Pixelation (also called tiling), is when the picture is broken up into small squares. Some squares keep moving while others freeze, causing the picture to be blurred or difficult to see. This is the digital television equivalent of static, snow, or ghosting, and is usually caused by a disruption in the connection. Pixelation can be caused by loose connections, faulty wiring, and sometimes bad weather, among other things. If you experience pixelation, you can check the wires from the jack to the set-top box and the set-top box to the TV to make sure everything is securely plugged in. You can also look for visible damage to the wires. A small amount of pixelation is, unfortunately, something that will happen from time to time; however, if you are experiencing heavy, frequent pixelation on one or more channels, please call our VTelevision and Internet Support at (802) 885-9002 or toll free at (888) 242-7584. Before you call, please have the following information at hand: the channel number of the pixelating channel (or channels, if multiple), whether it is happening on every channel or just a few, whether it’s happening on one TV or multiple (if you have more than one), how long it has been happening, and whether it is a constant thing or comes and goes.

Why is this channel freezing? What should I do?

Freezing is much like pixelating. This is when the picture freezes completely and doesn’t move. It is often caused by the same issues as pixelation (see above). If you are experiencing freezing on one or more channels – or if your entire television has frozen and won’t do anything – please call VTel Video and Internet Support at (802) 885-9002 or toll free at (888) 242-7584. Before you call, please have the following information at hand: the channel number of the freezing channel (or channels, if multiple), whether it is happening on every channel or just a few, whether it’s happening on one TV or multiple (if you have more than one), how long it has been happening, and whether it is a constant thing or comes and goes.

What is HD?

HD stands for High-Definition. Television is broadcast in two ways, Standard-Definition (SD) and High-Definition (HD). HD television (also referred to as HDTV) differs from the traditional SD television in picture quality, since HDTV has sharper images, more detail, and better color because it has more pixels per square inch. HD programs also have a different shape. SD programs are optimized for a more square picture with an aspect ratio of 4:3 (width by height). HD programs are optimized for more of a movie feel with a wider screen with an aspect ratio of 16:9 (width by height). The networks and your television set work together to make the picture fit on your TV. Most modern TVs are made to fit the 16:9 ratio which means HD programs fit perfectly to the edge of the TV set, but SD programs are the wrong shape. In order for the program to fit, the networks and your TV add black bars to the sides and/or top and bottom of the picture to make it the right shape. VTel offers both SD and HD programming. There is an extra monthly fee for HD programming from VTel. Contact VTel at (802) 885-9000 or toll free at (800) 279-4049 for the current rate.

What is 4K?

4K is a standard of Ultra High-Definition (Ultra HD or UHD) video that features four times as many pixels as 1080p HDTV. Currently, no networks broadcast a linear signal in 4K, but when they do, your GigE connection will be ready to handle the higher bandwidth demands that this technology will require.

Why does my picture have black bars on the top or the sides? / Everything looks stretched out. / I’m losing parts of the picture. Can I change that?

If you are seeing black bars and you want the picture to fill more of the screen, the picture looks stretched out, or you cannot see the entire picture, you can change the way your TV displays the video. First of all, since each television is different, you want the set-top box to be set to work with your television. To do this, press “Menu” and choose “Settings”. Select “Television” and then “Screen aspect ratio and high definition”. If you do not have an HDTV set, you will want it to be set to “4:3 standard definition” or “Widescreen standard definition”. If you have an HDTV set, check the manual to figure out if it is a 720p, 1080i, or 1080p screen. Choose the correct setting and then hit continue. If you are trying to change it to an HD setting, it will ask you to run a test. The screen may go black for several seconds, but then it will come back at the ratio you have chosen. Once the set-top box is set to work with your TV, you can further change the way you see the picture by pressing “Enter” and selecting “Aspect ratio”. There are several options, and as you scroll through them, you will see what it does to the picture on the screen. Choose the setting that best suits you and the program you are watching. You may have to change it on a program-to-program or channel-to-channel basis.

 

VTelevision Service

Can I get VTelevision Service?

VTelevision is available to all who have GigE fiber optic service with VTel. Because VTelevision is IPTV (meaning it comes into the house the same way the Internet does), it is only accessible over VTel’s GigE fiber optic Network. It is not available over the old DSL copper network. If you are unsure whether you are on the GigE fiber optic network or not, please contact VTel at (802) 885-9000 or toll free at (800) 279-4049 or email VTel’s TV Team at tvteam@vermontel.net.

How much does it cost?

VTelevision is offered in a Triple Play package with unlimited long distance calling and 1 gigabit Internet. The prices differ depending on what television package you choose. For current prices visit the Triple Play page, or call VTel at (802) 885-9000 or toll free at (800) 279-4049.

Can I put VTelevision on Vacation Service like my phone and Internet?

VTelevision can be placed on vacation for a small holding fee, just like VTel phone and Internet services. Read more about our vacation services here or call VTel at (802) 885-9000 or toll free at (800) 279-4049.

What happens if I disconnect before the end of my 2-year contract?

If you disconnect before the end of the 2-year contract, you will be charged $20 for every month left in the contract.

Can I change my VTelevision package during my 2-year contract?

There are several things that may be changed at any time on a month-to-month basis. If you have the Select package, the Mini-Packs may be added or dropped each month. Also, feel free to add and drop premium movie channels on a monthly basis at any time during your contract. During your 2-year contract, you can move your overall service to a higher level tier. For example, if you initially choose Select, you can move your service to Premiere at no charge. Moving to a lower level tier during the contract may incur a fee. Call VTel at (802) 885-9000 or toll free at (800) 279-4049 to determine what it would cost.

Can I order VTelevision without phone and Internet?

At this time, VTel is only offering their VTelevision service in a Triple Play package with unlimited long distance calling and 1 gigabit Internet.

How does my VTel Price Guarantee work?

If you find a lower price for comparable service, tell us and we will pay you $10, and either beat that price or let you terminate the contract with no penalties.


Features

How do I set up parental locks?

You can set up parental controls to lock certain channels or all programming with certain ratings. A locked channel can be unlocked for a certain amount of time or for a specific program with a PIN you set. To set up the parental locks, press the “Menu” button on the remote. Select “Settings” followed by “Parental controls”. Select “Parental locking” and the system will prompt you to put in a four-digit PIN using your remote. Choose four numbers that will be easy to remember but not easy to guess. After you have set up the PIN, you will be able to select certain channels or certain television and movie ratings to lock. After you have saved these locks, every time you switch to that channel or a program with those ratings, it will show a blue screen that says, “Press OK to unlock this program”. You can use the PIN to unlock the current program or to unlock all TV for the next four hours. If you forget your four-digit PIN, call VTel at (802) 885-9000 or toll free at (800) 279-4049 to have it reset.

How do I create a list of my favorite channels? / How can I add a channel to or remove a channel from my favorites list?

You can create a list of your favorite channels so that when you go to the guide or flip through the channels, you see only your favorites. There are several ways to set up this list. First of all, if you are on a channel and you would like to designate it as a favorite, simply press “Enter” and select “Add to favorites”. If you press “Enter” and it is already a favorite channel, you will see “Remove from favorites”. To add more channels at a time, you can press “Enter” and choose “Change favorites” or you can press “Menu”, and under “Live TV” select “Favorites” then click “Edit favorites”. You will see a list of all the channels. You can go through and select which channels you want to appear in your favorites list. Once you are done, make sure you save your changes. You can also access this same list by pressing “Menu”, selecting “Settings” and then “Television”. Choose “Set up favorites” and click your favorites list.

Once you have created a favorites list, you can activate the list by pressing “Enter” and selecting “Favorites lists”. Select “MY FAVORITES” and you will see only the channels in your list. To switch back to seeing all the channels, select “All channels”. You can also switch between these lists by pressing “Menu” and under “Live TV”, selecting “Favorites” then “MY FAVORITES” or “View all channels”. You can also set up your guide to skip channels you don’t want to see.

Can I search for a channel?

You can search for a specific channel by pressing “Enter” found on the bottom right of the remote. Select “Channel Search” and type in the channel you are looking to find.

Can I search for specific shows or movies to see when they will be on?

You can search for show and movie titles as well as names associated with different TV shows (cast members, directors, producers, etc.) right in your menu. Press “Menu” and under “Live TV” choose “Search”. Type in your search query and find listings of your favorite shows and movies, when they’ll be on, and on what channel.

If I change something on one set-top box, will it change on the others?

All of the features are set-top-box-specific, meaning that changes on one set-top box will not affect the other set-top boxes. Each set-top box can be customized to different specifications. Recorded programs on the DVR, however, are shared throughout the house by each set-top box. This means a show recorded on one TV will be accessible on all of the others.

I have an idea for a feature I would like to see. Whom should I contact?

Ideas for features you would like to see can be sent to tvteam@vermontel.net. Although VTel does not guarantee to add each new feature, every suggestion is actively considered and all input from customers is greatly appreciated.


DVR

What is a DVR?

A DVR is a digital video recorder which records television programming for later viewing. It functions similarly to a VCR, except instead of using video tapes it uses a hard drive. You can set your DVR to record a show once or to record a certain show every time it’s on. There is an extra monthly fee for the DVR functionality from VTel. The fee depends on which level of service you choose with discounts available for larger packages. Contact VTel at (802) 885-9000 or toll free at (800) 279-4049 for the current rate.

Can I pause and rewind live TV?

If you have a DVR, you can pause live TV and also rewind TV up to an hour from the current time or to the point when you tuned into this channel.

How do I record a show? / How do I record a series? / How do I cancel a recording?

You can set a show to record in a couple of different ways. First, if you are watching a show you would like to record, you can simply push the “Record” button in the top left corner of the remote. A banner that says “Recording” will flash across the top of the screen letting you know that it has worked. Also, your set-top box will have a red light on the front next to “Rec”. This will record the program you are currently watching. It will not keep recording indefinitely. If you want to record what you are currently watching and the shows that come on after it, use the second method to record each individual program. (See below for the second method.)

The second way to record programs is done on the guide. Use this method if you would like to record something that has not yet started or something you are not currently watching. Press the “Guide” button. Navigate to the show you would like to record and push the “Record” button. A banner that says either “Recording” or “Recording Scheduled” will flash across the top of the screen letting you know that it has worked. Also, you will see a red dot on the guide next to the program set to record. If you want to record a certain show every time it is on, simply push the “Record” button a second time. A banner that says “Series Recording Scheduled” will flash across the top of your screen and you will see three overlapping red circles next to the show each time it appears on the guide. To cancel a recording, push “Record” one more time. A banner will flash at the top of the screen saying “Series Recording Canceled” and you will no longer see the red circles next to the show on the guide. You can also cancel recordings by pressing “Menu” and selecting “Recorded TV”.

How do I access the shows I have recorded?

To access the shows you have recorded, press the “Recorded TV” button on the remote. This will take you to a list of the shows that have been recorded. Click on the show name that you want to watch then choose the episode, if you have recorded more than one.

You can also access your recorded shows by pressing “Menu” and selecting “Recorded TV”. Choose “View recordings” to see the list of shows you have recorded, or choose “Scheduled” to see a list of all the shows that are scheduled to record.

How much storage does my DVR have?

Your DVR has 500 gigabytes of storage. This means you can record and store about 80 hours of HD programming or about 200 hours of SD programming, or some combination of HD and SD programming. These numbers are approximate since different kinds of programming take up more or less storage space. In addition to the storage on your hard drive, certain networks have allowed us to make up to 4 hours of programming available “in the cloud” with our time-shift feature. The channels that have time-shift are noted with an arrow-shaped box (not to be confused with an arrow that you may see inside of some boxes) and are highlighted in blue. (note that this feature does not require the DVR to access and does not use space in your DVR’s hard drive).

How many shows can I record at one time?

Your DVR is capable of recording five standard-definition (SD) television programs at one time. If you have high-definition (HD) TV, then you can record up to three HD and two SD programs at one time. If you are watching a channel, this channel counts as one of the programs. This means if you are watching an HD show, you can record two other HD programs and two SD programs. If you try to record more than the capacity, the screen will prompt you to resolve the conflict.

What will happen if I try to record too many shows at one time?

If you try to record more than the capacity at any given time, the screen will prompt you to resolve the conflict. If you are recording as many as you can and try to change the channel, the screen will go blue and say either “All HD services are in use. For HD viewing options, press OK” or “All TV services are in use. To proceed: power-off another TV receiver or select a recording to stop.” It will then give you options to stop recordings or stay on the channel.

My recording stopped partway through. / My scheduled recording didn’t start. / I can’t play back any of my recordings. / All of my recordings have disappeared.

If your recordings are stopping partway through, your scheduled recordings aren’t starting, or you can’t play back any of the shows you have recorded, there are a few things you can do. First, keep in mind that even though the shows are stored locally on your DVR, the DVR needs to communicate with VTel’s facilities in order to allow the recordings to be played back. Also, the recordings are stored on the DVR box and then fed to the other set-top boxes. Make sure to check the DVR box itself because it may be that there are internal networking issues between the boxes. When you are experiencing DVR issues, check your internet connection. If you are unable to connect to the internet, you will be unable to watch your recordings. If you do have internet connection, that does not rule out DVR connectivity issues, but it’s a good place to start. If you do not have internet connection, please call VTel Tech Support at (802) 885-9002 or toll free at (888) 242-7584.

There are a few things you can do if you are experiencing difficulties. First check the wires and connections. Make sure everything is plugged in snuggly. Then check to make sure your DVR is not full. Your DVR has 500 gigabytes of storage. This means you can record and store about 80 hours of HD programming or about 200 hours of SD programming or some combination of HD and SD programming. To check how full your DVR is, press “Menu” on the remote. Scroll over to “Settings” and click on “General.” Choose “System Information” and scroll over to “System Resources.” At the very bottom of the screen, you will see an entry that says “Disk usage” and it will give you a percentage of how much space you have left on your DVR. If your DVR doesn’t have any space left, you can delete some of your past recordings. If you would like your DVR to automatically delete recordings when it is full, see the answer above for “Will my DVR automatically erase shows when it needs more space? Is there a way to change this?”

If you are still having issues – for example, your shows seem to have disappeared or you can’t play back the recordings on your list – you can reboot your set-top box by simply unplugging it from power and plugging it back in. If you are having internet connectivity issues, you can also reboot your ActionTec router the same way.

Please feel free to call VTel Tech Support at (802) 885-9002 or toll free at (888) 242-7584 with questions or for ongoing problems.


Programming

I live in Windham County. Why can't I receive WFFF (Fox) and WVNY (ABC)?

After difficult negotiations with Nexstar Broadcasting, Inc., which owns the Fox affiliate WFFF, and Mission Broadcasting, Inc., which owns the ABC affiliate WVNY, we were informed that we could not show WFFF and WVNY in Windham County. These networks originate from Burlington and are part of the Burlington Designated Market Area (DMA). Unfortunately Windham County falls into the Boston DMA. These DMA's have been set for decades by the FCC, and because of complicated rebroadcast laws and regulations, we were unable to reach an agreement to show these stations outside their assigned DMA.

To ensure that Windham County residents have ABC and Fox options available to them, we have recently managed to finally bring the ABC and Fox allifiates from Boston to our Windham County customers. Those customers can watch WFXT Fox Boston (which is available to our Windham County VTelevision customers only) and WCVB ABC Boston (available to all VTelevision customers).

We have been able to reach agreements with the other broadcast networks to show their channels in both the Burlington and Boston DMA's, so there is no danger at this time of losing other channels because of this issue.

Can I set up parental controls for certain kinds of programming?

You can set up parental controls to lock certain channels or all programming with certain ratings. A locked channel can be unlocked for a certain amount of time or for a specific program with a PIN you set. To set up the parental locks, press the “Menu” button on the remote. Select “Settings” followed by “Parental controls.” Select “Parental locking” and the system will prompt you to put in a four-digit PIN using your remote. Chose four numbers that will be easy to remember but not easy to guess. After you have set up the PIN, you will be able to select certain channels or certain television and movie ratings to lock. After you have saved these locks, every time you switch to that channel or a program with those ratings, it will show a blue screen that says, “Press OK to unlock this program.” You can use the PIN to unlock the current program or to unlock all TV for the next four hours. The parental controls also lock recorded programs which can be unlocked in the same way as live TV. If you forget your four-digit PIN, call VTel at (802) 885-9000 or toll free at (800) 279-4049 to have it reset.

I have a suggestion for a channel you should carry. Whom should I contact?

Ideas for programming you would like to see can be sent to tvteam@vermontel.net. It is not guaranteed that VTel will add each suggested channel, but every suggestion is actively considered and all input from customers is greatly appreciated.