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35

Customer Support

The Program Guide offers a number of Customer Support tools. This chapter discusses the

different support services available and how to access them.

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Summary of Contents for mini box

Page 1: ... 2014 Cox Communications Inc Version 1 1 Updated 10 01 14 mini box User s Manual ...

Page 2: ...ogram Information 13 View Detailed Program Information 13 Open the Main Menu 14 Chapter 5 The Guide 15 Using the Guide 16 Launch the Guide 16 Use the Guide to Find Available Programs 16 Get More Information 16 Watch a Program or Channel 17 Scroll Through the Guide 17 Exit the Guide 17 About the Info Banner 17 Info Banner on Channel Change 17 Info Banner While Watching Live Television 17 Switch Pro...

Page 3: ...et Text Opacity 27 Set Text Character Edge 28 Set Background Color 28 Set Background Opacity 29 Set Closed Captioning Window Color 29 Set Closed Captioning Window Opacity 30 Language Options 30 Set Audio Language 30 Set the Guide Language 31 Banner Duration 31 Power On Channel 31 Audio Video 32 Set Volume Control 32 Set Video Output Format 33 Restore Audio Video Defaults 34 Chapter 7 Customer Supp...

Page 4: ... know about setting up your mini box and using the mini box guide Installing and Activating Your mini box Using the Remote Control Tuning to Programs Displaying the Info and Channel Banners Launching and Using the Guide Using Parental Controls Changing Other Settings Common Error Messages 1 CHAPTER ...

Page 5: ...lation kit Connect one end of the HDMI cable to the back of the mini box and the other end to the HDMI port on the back of your TV Plug in your mini box Connect the power cord to the back of your mini box and then plug the other end into a power outlet or surge protector Turn on your TV If you have a Standard Definition TV Turn on your TV and tune it to channel 3 or 4 If you have a High Definition...

Page 6: ... your mini box will perform a self test to check for connectivity and for any necessary software updates The Connectivity Test The Connectivity Test checks to make sure that your mini box can connect to Cox s servers If your mini box cannot connect to the servers a message displays asking you to check your connections Using the self install instructions check the back of your mini box and your wal...

Page 7: ...for the mini box If a software update is detected the update is downloaded and installed The mini box automatically reboots after the software update has been installed Once the mini box has rebooted the Activation Process continues automatically If no software update is needed then the Self Test completes and the Activation Process continues automatically ...

Page 8: ...utomatically begins activating When activation is complete your mini box is tuned to the first channel in the channel lineup You re ready to watch TV Note You may want to program your remote control to control your TV now Follow the simple instructions on the back of your remote to program it ...

Page 9: ...ces is as simple as pressing the UP DOWN LEFT and RIGHT arrows You can get to TV listings without going through the Main Menu by pressing the GUIDE shortcut key on the remote control You can also browse channel listings without leaving the show you are watching by pressing the INFO button on the remote control An INFO Banner will appear across the bottom of the screen that lets you find out what i...

Page 10: ...rows in the yellow highlight bar let you know that you can move up or down in the list and right or left between cards Use the UP and DOWN arrows to scroll through lists and the RIGHT and LEFT arrows to move between cards Press the arrow keys on the remote to navigate through the Guide Arrows on and around the highlight bar show when you can move up and down as well as right and left between cards...

Page 11: ...ess SELECT to confirm or press UP or DOWN arrows to move to the next choice in the list A black dot or icon appears at the right end of the yellow highlight bar when SELECT is pressed indicating your choice has been registered An actionable item has a SELECT button at the end of the highlight bar An icon or black dot indicates the selected choice ...

Page 12: ...uide with one press SELECT Select the highlighted item POWER Turn on or off the television ZOOM Zoom and stretch video ARROW KEYS Moves the highlight COX MENU One touch access to the Main Menu CC Turn on or off closed captions PG CH UP DN In the Guide scroll up or down one page When viewing TV move to next or previous channel LAST Returns to the last channel or the previous screen EXIT Exit the cu...

Page 13: ...12 Getting Started This chapter discusses how to watch live television learn more about the program you are watching change channels and open the Main Menu 4 CHAPTER ...

Page 14: ...ns View Basic Program Information Press the INFO button once to see basic information about the current program A Channel Banner appears at the bottom of the screen with the program title a brief description of the program its start and end time program rating information channel number and time date information Program Guide symbols such as the show s rating also display View Detailed Program Inf...

Page 15: ...point for using the Program Guide to find programs and set personal preferences There are several ways to open the Main Menu Press the MENU button Press the RIGHT arrow Press the LEFT arrow Press EXIT the MENU button again or the LEFT arrow to close the Main Menu The Main Menu ...

Page 16: ...asier for you to find and tune in to your favorite television shows This chapter introduces you to the Program Guide and discusses different ways to find the channels and programs that interest you The main sections in this chapter are Using the Guide INFO and Channel Banners 5 CHAPTER ...

Page 17: ...OWN arrow to move the highlight bar up or down from one channel to another in the Guide Press the CH UP or CH DOWN arrow to move the highlight bar up or down one screen in the Guide To select a program press the SELECT button The Guide closes and your TV is tuned to either the highlighted program or if the program has not yet begun airing to the channel on which the program airs Get More Informati...

Page 18: ...une to different channels with the Info Banner Info Banner on Channel Change The Info Banner automatically appears at the bottom of your screen when you tune to a channel The Info Banner will show the program title a brief description of the program its start and end time program rating information channel number and time date information Program Guide symbols may also display Info Banner While Wa...

Page 19: ...ing the UP and DOWN arrows Press SELECT to tune the television to the channel displayed on the Info Banner Close the Info Banner After the Info Banner has been idle for a few seconds it will disappear You can also press the EXIT button to close the Info Banner Service Messages You may occasionally see an on screen message saying that a channel is temporarily unavailable Press the SELECT button on ...

Page 20: ... stereo This is a first run program This program has been locked See Parental Controls for more information This program has been unlocked See Parental Controls for more information This program is available in high definition Television content ratings Movie ratings This is a live program Closed Captioning is available for this program This program is available in Spanish via the SAP setting ...

Page 21: ...g and changing other technical settings to better suit your needs You can launch the Settings Menu by opening the Main Menu using the MENU button or the LEFT or RIGHT arrow Use the UP or DOWN arrow to highlight Settings and then press SELECT The main sections in this chapter are Parental Controls and Program Ratings Closed Captioning Language Options Power On Channel Banner Duration Audio and Vide...

Page 22: ...r digit PIN The system will then ask you to re enter your PIN You see a confirmation message indicating that your PIN has been set Press SELECT to clear the message If you forget your PIN number you can call Cox Customer Service to reset it Edit Parental Control PIN When a Parental Control PIN is in place the action item will change from Set PIN to Edit PIN To change your Parental Control PIN begi...

Page 23: ...rrow to shift the focus and highlight bar to the center card Use the UP or DOWN arrow to highlight On and press SELECT Whenever there is a request to change Locking Status or any of the Parental Controls a dialogue box will appear asking you to enter the four digit PIN It will happen only once triggered by the first change request This allows you to easily change multiple settings during any singl...

Page 24: ...ditional channel Press the LEFT arrow to return to the Parental Controls Menu or press EXIT to return to live television Lock Ratings To restrict access to movies and television programs that carry a certain rating begin at the Settings Menu Make sure Parental Controls is highlighted Press the RIGHT arrow or SELECT button to open the Parental Controls Menu Use the UP or DOWN arrow to move the high...

Page 25: ...gory you wish to restrict When you are finished selecting content advisories to lock press the LEFT arrow to return to the Parental Controls Menu or press EXIT to return to live television Block Titles Choosing Block Titles will hide the title and description of programs that have been locked This is useful because some titles and descriptions may include suggestive or inappropriate language To us...

Page 26: ...ions immediately display At this point you can adjust the Closed Captioning options Press the LEFT arrow to return to the Settings Menu or press EXIT to return to live television Closed Captioning Options Closed Captioning options are set from the CC Options Menu To access the CC Options Menu With the highlight bar on Closed Captioning press the RIGHT arrow or SELECT to move the highlight bar to t...

Page 27: ...on Press SELECT to confirm your choice Press the LEFT arrow to return to the Closed Captioning Menu or press EXIT to return to live television Set Text Style To change the appearance of Closed Captioning text style for digital programming begin at the Closed Captioning Menu Use the UP or DOWN arrow to highlight Text Style Press the RIGHT arrow or SELECT button to move to the options in the center ...

Page 28: ... appropriate option Press SELECT to confirm your choice Press the LEFT arrow to return to the Closed Captioning Menu or press EXIT to return to live television Set Text Opacity To change the opacity of the Closed Captioning text for digital programming begin at the Closed Captioning Menu Use the UP or DOWN arrow to highlight Text Opacity Press the RIGHT arrow or SELECT button to move to the option...

Page 29: ...press EXIT to return to live television Set Background Color To change the color of the Closed Captioning background for digital programming begin at the Closed Captioning Menu Use the UP or DOWN arrow to highlight Background Color Press the RIGHT arrow or SELECT button to move to the options in the center card Use the UP or DOWN arrow to highlight the appropriate option Press SELECT to confirm yo...

Page 30: ...ow Color To change the color of the Closed Captioning window for digital programming begin at the Closed Captioning Menu Use the UP or DOWN arrow to highlight Closed Captioning Window Color Press the RIGHT arrow or SELECT button to move to the options in the center card Use the UP or DOWN arrow to highlight the appropriate option Press SELECT to confirm your choice Press the LEFT arrow to return t...

Page 31: ...n either English or Spanish To access the Language Options Menu begin at the Settings Menu With the highlight bar on Language Options press the RIGHT arrow or SELECT to move the highlight bar to the options in the center card Set Audio Language This option turns on a secondary audio track for programs that carry the SAP signal When SAP is available the program description in the Guide displays the...

Page 32: ... Press the LEFT arrow to return to the Settings Menu or press EXIT to return to live television Power On Channel The Program Guide lets you decide which channel will appear each time you turn on your TV To set the Power On Channel begin at the Settings Menu Use the UP or DOWN arrow to highlight Power On Channel Press the RIGHT arrow or SELECT button to move the highlight to the channel list in the...

Page 33: ...ish to use the remote to control volume via the mini box set Volume Control to Variable This is helpful if you have an older TV that does not have a remote Begin at the Settings Menu Use the UP or DOWN arrows to highlight Audio Video Press the RIGHT arrow or SELECT button to highlight Volume Control in the center card Press the RIGHT arrow or SELECT button to display the Volume Control options Pre...

Page 34: ...T arrow or SELECT button to move to the center card Use the UP or DOWN arrow to highlight Video Output Format Press the SELECT button to open the Video Output Format dialogue box The highlight bar will be on Resolution Use the LEFT or RIGHT arrow to scroll through the Resolution options Once you have made your choice press the SELECT button to select the resolution Press the SELECT button a second...

Page 35: ...row or SELECT button to move to the center card Use the DOWN arrow to highlight Restore Defaults Press SELECT and a confirmation dialogue displays Press the SELECT button to restore the defaults for Audio Video settings or press EXIT to cancel and return to the menu Press EXIT to return to live television Use the UP or DOWN arrow to highlight Restore Defaults Press SELECT Press SELECT to restore A...

Page 36: ...35 Customer Support The Program Guide offers a number of Customer Support tools This chapter discusses the different support services available and how to access them 7 CHAPTER ...

Page 37: ...provides options to view your mini box information run a Self Test on your mini box or perform a Channel Scan to ensure your mini box is receiving all the channels you can view on the mini box Mini Box Information Occasionally it will be necessary to look up details about your mini box To do this begin at the Technical Support Menu Use the RIGHT arrow to highlight the Mini Box Information Menu opt...

Page 38: ... that will be run If any problems are found during the Self Test a message appears alerting you about the problem If a software update is available for the mini box the update will install The mini box reboots automatically after installation is complete If the Self Test does not find any problems or if there are no software updates needed a Confirmation Message displays Press SELECT to close the ...

Page 39: ...h Cox at any time To do this begin at the Customer Support Menu Use the UP or DOWN arrow to highlight Use Agreement and press SELECT or the RIGHT arrow The agreement will appear in a dialogue box Use the DOWN arrow to scroll through the information Press the LEFT arrow to return to the Customer Support Menu options View the Cox Privacy Policy You may review the Cox Privacy Policy at any time To do...

Page 40: ...gain Other times you may be required to call your local Cox Customer Support representative The table on the following pages includes the different error messages you may receive If you are required to call Cox Customer Support please make a note of the error code as it will help the representative identify the problem faster 8 CHAPTER ...

Page 41: ... the problem persists please contact Cox Customer Support at 866 961 1207 to restore service Reference 2 2 2 when calling Check the cable from the wall to the mini box and ensure that both ends are connected securely If they are connected securely and the problem persists contact Cox Customer Support for assistance 2 1 3 Boot Sorry we ve detected an interruption in your service Check for loose con...

Page 42: ...7 Reference 3 1 4 when calling Alternatively you can press the GUIDE button on your remote control to watch programs on other channels Contact Cox Customer Support for assistance 3 1 5 Sorry there is currently no TV signal detected on this channel The channel may be temporarily off air Please try again later If the problem continues please contact Cox Customer Support at 866 961 1207 Reference 3 1...

Page 43: ...for assistance 5 1 7 The mini box check detected a problem Video cannot be displayed at this time Please contact Cox Customer Support at 866 961 1207 for assistance Reference 5 1 7 when calling Contact Cox Customer Support for assistance 5 1 8 The mini box check detected a problem Video cannot be displayed at this time Please contact Cox Customer Support at 866 961 1207 for assistance Reference 5 ...

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