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Should the clock on my set top box always be on?
Yes, the box will have a clock that remains on all the time. If you do not see the clock, try unplugging the set top box for a
couple minutes, re-plugging it in and allowing the set top box to reboot.
FAQ’s & TROUBLESHOOTING
How do I find out what a program is about?
In the guide when the program is highlighted the description will appear in the upper right corner OR while viewing the
program press the INFO button one or two times to see a full description of the program.
How do I flip quickly between two channels?
By using the BACK or LAST button you can maneuver quickly between the current channel and another channel.
How do I move up and down the channels in the guide?
To move one channel at a time, use the arrow up or down buttons. Using the CH +/- buttons in the guide will allow you to
look at a page of channels at a time.
The guide is acting unusual (programs missing, etc):
Try first unplugging the set top box, wait a couple minutes and re-plug it back in allowing it to reboot. See if the problem
corrected itself. If not, call Ace Repair Service at 1811, option 2.
Does Ace have any control over the programs on a channel?
No, Ace provides you with the service, but it is up to the individual channels/networks to be in control over their
programming (including type of show, times it is on etc.). The channels/networks occasionally change the programming at
the last minute and it doesn’t always give the guide an opportunity to match what it on the TV.
Can I get an new channel added to the Ace Digital TV lineup?
We welcome your suggestions on new channels to add to Ace Digital TV. Please call in and let us know what you would
like to see. However, we cannot always get the channel on right away or even at all because of contracts, cost and/or
space.
I have channels missing or cannot see the entire list.
There are a couple reasons for this problem:
1)
You may have blocked these channels from being viewed (you can check what you have blocked, see
instructions on pages 9-10) OR
2)
You may be viewing the wrong list. Press the GUIDE button to move between lists (instructions on page 4)
My screen is blue or dark grey.
It may be necessary to unplug the set top box from the electrical outlet, then re-plug it in. Let the system reboot itself. If
these instructions do not work for you, call Ace Repair Service at 1811, option 2.
What channel will my TV turn on to?
When you turn your TV on, it will come on to the last previously viewed channel. For example, if you were watching ABC
Family prior to turning the TV off, when you turn the TV back on you will be on ABC Family. However, whenever a set top
box is rebooted it will automatically return to channel 2.
My screen is black.
If the screen is black it may be because the program you want to watch is being blocked per Federal Communications
Commission (FCC) Regulations.
Ace blocks programming because we are legally and contractually obligated to do so by the FCC and retransmission
agreements. Local television stations licensed in a television market may assert exclusive rights within their specified zone,
which is also regulated by the FCC. In order for Ace Digital TV and other cable television systems to broadcast content
from local television stations, we are required by law to negotiate a
Retransmission Consent Agreement
with all licensed
television stations, whether they are within or outside our DMA. These agreements incorporate issues such as network
non-duplication, syndicated exclusivity, and sports blackout rules, as well as other general issues set by the FCC.
Ace cannot demand immediate access to the programming available on all local television stations, either within or out-
side our DMA. This must be negotiated within the Retransmission Consent Agreement with the various television stations
after applying the FCC rules. We must abide by the stipulations within the contract.
To be clear: blackouts are not under
Ace’s control
; they are dictated in all cases by the local television stations, networks, sports teams or leagues, and guided
by the FCC.
