HTC Cable Support
For questions about your cable, not answered here, please contact us at 706.376.4701, or submit a form from the support page.
I need assistance with my Digital Cable Interactive menu
Download printable instructions
How to scan to find channels with your Digital TV (coming soon)
HTC accessibility assistance
HTC provides products and services to requesting HTC IPTV customers with visual impairments for easier digital content engagement.
Accessibility – HTC offers its IPTV customers navigation devices with the requisite accessibility features for customers that are blind or visually impaired. HTC’s IPTV video platform provides support for screen readers, keyboard navigation, and audible accessibility for the enjoyment of HTC’s IPTV programming on any TV in the home and for recording programs in the cloud for playback on linked devices.
To obtain additional information such as user guides in accessible format, or to request support with Accessibility and instrumental products, services, devices and features, including Braille, large print documentation, and audible accessibility please call us at 706.376.4701 or visit www.hartcom.net.
For any concerns or complaints, please contact us:
Phone: 706.376.4701
Mail: P.O. Box 388, Hartwell, GA 30643
Online: Submit a form from the support page
Additional Accessibility Support
Large-Button Remotes – Remote Controls with larger buttons are available for purchase at HTC and can be swapped for your current remote.
Bill Reading – If Customer will pay the bill by phone, Customer Service Representatives will read the Customer’s bill over the phone, upon request.
Video Description – Audio-narrated descriptions of the key visual elements of a TV program or movie are available.
Directory Assistance – We can help you find and dial phone numbers. In addition, you may be eligible for discounted or free directory assistance service.
Closed Captioning – Navigation devices provided by HTC include a mechanism reasonably comparable to a button, key, or icon for easy activation of the embedded closed captioning function. An automatic closed captioning lock is also available, so captions will always be turned on when you want to watch TV.
TTY Dialing – Phone service is compatible with TTY equipment.
What are sun spots and how do they affect my cable TV?
Sun spots are magnetic disturbances on the surface of the sun. You’ll notice them mostly in the spring and fall, when the energy they give off is more likely to interfere with the satellites that carry may of your cable channels. The result of these disturbances can result in varied levels of static on your television. These conditions quickly pass.
Why can’t I view channels past channel thirteen?
Most likely your Television needs to be reprogrammed to accommodate the channels above Channel 13. Please consult your television’s user manual. Usually you will find a setting relating to ‘Input type’, and this should be set to ‘cable’, not ‘Antenna’.
What do I do if my cable TV is not working?
Many television reception problems are minor and can be fixed quickly and easily on your own. Check the questions on the list below before calling customer service. If you answered “Yes” to al questions, call us using your local number listed at the bottom of this page for service.
- Is your TV plugged in and turned on?
- Is the converter box plugged in and turned on?
- Are both the TV an VCR on channel 3?
- Are all switches set correctly (on CATV or Cable Mode)?
- Are all cable connections tight and secure?
- Are you sure you have a cable problem and not a TV problem? Check all cable outlets to be sure. Picture roll, shrinking picture size, and blank screens with or without sound usually indicate a problem with the TV and not the cable service.
- Is your remote working? If not, try changing the batteries.
- Are all electrical outlets that the equipment is plugged into active? (Test this by plugging a lamp into the outlet and see if the lamp works). If there is a switch that controls the outlet that the equipment is plugged into, make sure that it hasn’t been accidentally turned off.
Snow on all channels and rushing sounds usually indicate a cable outage, if all of the above items check out.
What Is the difference between HDTV and HDTV-Ready?
An HDTV (also called an “integrated HDTV”) combines an HD-capable display and an HDTV tuner in one package. The tuner can usually receive both digital and analog over the air broadcasts. Nearly all HDTV sets use the widescreen 16:9 aspect ratio. This type of TV and HTC Basic Cable are all you need in order to receive HD programming. The integrated tuner can detect the Digital Channels that we simulcast. An HDTV tuner to receive digital broadcasts. HDTV-ready TVs can have either the square 4:3 aspect ratio or the widescreen 16:9 ratio.
I bought a new TV and my remote stopped working, why?
The Motorola remote that HTC supplies with the digital receives is a universal-type remote. Universal remotes need to be programmed for each different type of TV that you want to control. The instructions and how to program your remote are listed.
Why do I have black bars on my TV?
TV Broadcasts are sent to HTC in many different formats from our networks. We retransmit them to our customers in the same format in which we receive them. Some are broadcast in a 16:9 aspect ratio or “Widescreen”. Others are broadcast in a 4:3 ratio or “Standard” format. Many of the new HD TV’s have a screen size of 16:9 and most of the HD content is broadcast in this same way. Most is the key word because some of the older content that was recorded before “Widescreen” has not been reformatted to the new standard. Some of the new content such as news casts and soap operas are still broadcast in standard format which means you will have black bars on the sides of your screen
Will my TV continue to work on cable when the broadcasts become digital?
HTC plans to maintain business as usual to keep our regular analog cable TV customers happy. The broadcast will be sent to HTC and then brought to you through the cable lines the same way it has been for years. For more information about the digital TV transition, please visit the FCC’s page on the digital transition
How can I get the best audio out of my DVR?
A DVR has a digital coaxial output and a fiber optic audio output for the optimum connection assuming you have a TV or Home Audio Equipment that also has this input. This is the only way to broadcast digital information and take full advantage of the audio available with the new HD broadcasts. Utilizing the standard left and right (red and white) audio connections only allows an analog audio connection even if you have it connected to the best audio equipment available.
Why do I have a white volume bar at the top of my screen with my new remote?
When HTC installs a digital cable receiver we enable a setting on the receiver called “Optimal Stereo” which constantly outputs audio at a fixed level and then the user is able to control the TV’s volume as they wish. This setting is found under the home menu, then setup, then audio setup, then toggle to “Optimal Stereo” and select. Then we set the remote control to always control the TV’s volume so you don’t have to worry about changing both settings. If you get a new remote without these changes, you can disable the optimal stereo settings accidentally.
To program your new remote, see “Guide to Remote”.
What are the best cables to hook up my TV for optimum viewing on HD?
Many different types of cables are capable of repeating the 1080i image whether they are Component video cables (Supplied by HTC), HDMI cables, and DVI cables. HDMI cables allow the TV to communicate with the DVR and exchange information about proper setting with no additional input from the user. In this day of ever changing technology, this TV-DVR communication can cause compatibility errors as the broadcasters ultimately influence the information transmitted to your TV.
How do I change the front of the receiver to show the channel instead of the time?
The method to change the front display is to press menu 2 times, select, then Cable Box Setup, then front LED Display, then select either channel or time. Once you are satisfied with your settings, press exit to return to your program.
How do I change the video output settings of the DVR to match my new TV?
Not all HDTVs can display every output format (1080i, 720p, 480p, or 480i) available on the Motorola receiver. To select a different format:
- Ensure that your Motorola receiver is plugged into a power outlet and is turned off.
- Press the MENU key on the front panel. Your settings are displayed on the Motorola receiver front panel display.
- Press the ↑ and ↓ keys to display the YPbPr OUTPUT setting.
- Press the → key to cycle through the available output formats until a picture displays on the TV.
My picture is frozen but the audio is still on from some other channel, what do I do?
Unplug Power Cord from wall and allow unit to reset for 5 seconds, DVR may take up to 2 minutes to reset after reconnecting. If problem persists, call the repair line. Simply turning OFF and ON from the remote will not usually fix this problem.
I have no audio but the picture is on.
Check to see if Mute is enabled on both the DVR and the TV set. If not, you may have scheduled a recording and powered the DVR off. The DVR can turn itself on to do the recording and the volume is locked so as not to disturb you. If you leave the DVR turned On all of the time, this shouldn’t be a problem.
I have no picture, but I have audio and the info bar.
Either disconnect the power cord and allow the DVR to reset, or press List on your remote and watch one of your previous recordings. Exit from the recording and all things should operate just fine.
How to Scan with Digital TV
What is Scanning?
When you first set up your Digital TV, you must take steps to find the digital channels available to you. This process is called “scanning” or “searching for channels.” If you have an Analog TV, DVR or a Digital Receiver it is not necessary to scan.
How Do I Scan?
To begin scanning for channels, use your remote control and the menu function. Look for the menu button on the remote and consult your digital TV or converter box owner’s manual for instructions. The up/down and left/right buttons move you through the on-screen menu. All Televisions are different in terms of rescanning procedures. The following is a general guide, but the steps or the terminology may be different for your device:
- Press the “Menu” button on your Digital TV Remote
- Go to “Setup” or “Settings”
- Go to “Installation” or “System” or “Channels”
- Go to “Scan channels”, “Program channels”, “Autoscan”, “Autoprogram”, or “Autotuning”
- Press “Select” or “Enter” or “Ok” to start the scan
Note: Typically, you will need to press the right arrow button or “Select”, “Enter”, or ”OK” to choose an option. The up/down and left/right arrow buttons or the up/down channel and volume buttons should move you through the menu choices.
Once you start, don’t press any buttons until the screen says the scan is complete. This process can take a few minutes.
Support for Specific TV Brands
- Panasonic TVs
- Samsung TVs
- Sharp TVs
- Toshiba TVs
- Vizio TVs
- Other Support for Various TV Brands Running Auto Scan
Need more help?
Call HTC customer service and ask for Cable TV Tech Support 706.376.4701 or send us a message from the Support Page.
