Frequently Asked Questions:

NEW FAQs DUE TO IMPLEMENTED CHANGES

CABLE RELATED FAQs

HIGH SPEED INTERNET FAQs

NEW FAQ’S DUE TO IMPLEMENTED CHANGES:

What changes have been made above the service I get through my HOA Fees?

When is STI going to get High Definition TV (HDTV)?

Does STI have Digital Video Recorders (DVR’s)?

What improvements have been made to STI’s High Speed Internet Service?

Does STI have any great package deals?


What changes have been made above the service I get through my HOA Fees?

STI has combined the old Basic Tier (19 channels) and Expanded Basic Tier (23 channels) into a new Basic Tier, which now has 46 channels. Channels that were added to the new Basic Tier include: National Geographic, Lifetime Movies, Retirement Living and AZN. The combined monthly fee is $36.90. The Digital Basic Tier was increased from 19 channels to 25 channels and now includes channels such as: SOAPNet, Outdoor Channel, Fox Movie Channel, Chiller (from NBC-Universal), Lifetime Real Women, Bloomberg, Fit TV, iLife TV and Fox Soccer Channel.

When is STI going to get High Definition TV (HDTV)?

Great News! STI now offers two levels of HDTV service. HD Basic includes four (4) local high definition broadcast channels (KXAS-HD, WFAA-HD, KDFW-HD, and KDAF-HD). There is no charge for the HD Basic programming and you don’t need any equipment other than your high definition television.

HD Plus currently includes ESPN-HD, The History Channel-HD, A&E-HD, USA-HD, Universal-HD, SciFi-HD, Bravo-HD and CNBC-HD. HD Plus costs $9.90 a month and, in addition to your high definition television, requires an HD set-top box. Currently, STI rents HD set-top boxes for $10.95 a month.

For premium channel subscribers, there’s the high definition channel for that premium service. For example, if you subscribe to HBO (which includes 7 channels of HBO), you also get HBO-HD. This also applies to Showtime, Cinemax and Starz subscribers.

Does STI have Digital Video Recorders (DVR’s)?

We have DVR’s that are HD capable. The monthly rental is $12.50. If you have a DVR, you do not need an HD set-top box.

What improvements have been made to STI’s High Speed Internet Service?

We have significantly increased bandwidth with downstream speeds of up to 3Mbps, and lowered the price. STI’s high-speed Internet service is now $36.90 a month. Modem rental is an additional $5 a month. However, you can purchase your own modem at most major electronic stores.

Does STI have any great package deals?

STI has two attractive bundled discount packages:

  1. Basic Bundle = Basic Tier + High Speed Internet for $66.90/month
  2. Basic Bundle Plus 2 = Basic Tier + Digital Tier + 2 Premium Channels + High Speed Internet for $95.90/month




CABLE RELATED FAQs:

How do I get HD Service on my new HD TV?

How do I hook up Cable TV and my VCR?

What is theft of Service?

What are some general Do’s and Don’ts?

My TV displays nothing but snow. Why is this happening?

My reception is snowy, or I am getting a hissing sound. Help!

I am seeing multiple/ghosted images on my TV. How do I solve common picture problems?

What if I move? How does Digital Cable work?

Do I need a new TV set to receive digital channels?

How do I find my favorite channels?

Why do I need a digital set-top box?

How does digital cable compare to satellite?

What are “Digital Music” channels?

Is Digital Cable the same thing as HDTV (High Definition TV)?

How does analog service differ from STI Digital Cable?

What is a cable ready TV?

My cable is out. What should I do?

What are my responsibilities regarding the STI-owned equipment that I rent?

What is a public access channel?

What does “channel capacity” mean?

I think my neighbor is stealing cable. What should I do?

What is the difference between coaxial cable and fiber optic cable?

Can I get HDTV (High Definition TV) with my standard or traditional television and an STI HD set-top box?

What is DBS service?

A local consumer electronic retailer now offers HDTV sets. What makes them different from the one I have now?

How do I block out channels that I don’t want to receive?


How do I get HD Service on my new HD TV?

You will receive HD Basic service automatically on your HDTV. In order to receive HD Plus, you will need to rent an HD set-top box from STI. The monthly fee for HD Plus is $9.90 and the HD set-top box is $10.95/month.

How do I hook up Cable TV and my VCR?

It’s easy. But first, a few words of caution:

Additional equipment such as jumpers, splitters and switches may distort your picture if it does not meet STI standards, please consult one of our technicians before purchasing additional equipment. Do not cut cable jumpers, as this can easily cause picture distortion. All connections must be “wrench tight.”

Installing your VCR:

  1. The cable drop connects to the “In” terminal on the digital set-top box.
  2. A jumper cable is run from the digital set-top box “out” terminal to the “in” terminal of your VCR.
  3. A second jumper cable is run from the “out” terminal of your VCR to the back of your TV set.
  4. The cable is attached to the 75-Ohm input terminal (on cable-ready TVs), or a “matching transformer” installed on the end of the cable, and the cable is attached to the VHF aerial terminals.

If you are unsure about any of these procedures, it is best to contact an STI.

What is theft of Service?

Any unauthorized person who intercepts or receives communications provided over a cable system may be penalized under the Federal Cable Act. This includes the theft of audio, video, textual data and any other service. The law applies to manufacturers and distributors of equipment as well as individuals.

Parties found guilty of cable theft are subject to both civil and criminal penalties. In addition, if the violations are willful and create financial gain or commercial advantage, the guilty party can receive fines up to $10,000 and five years in prison.

STI takes cable theft seriously because when people receive cable services without paying, it’s our honest customers who have to foot the bill.

What are some general Do’s and Don’ts?

  • During severe electrical storms, DO unplug your TV set and cable digital set-top box to avoid damage.
  • DO check all cords periodically to make sure they are not frayed.
  • DO NOT attempt to open or otherwise tamper with your cable digital set-top box.
  • If anyone other than an STI technician installs wiring in your home, DO ensure that it complies with all government regulations and that it does not interfere with the operations of other communications systems such as police frequencies.

My TV displays nothing but snow. Why is that happening?

Use your channel line-up card to verify that the selected channel offers programming. Make sure your TV is on channel 3 or 4, and tighten all cable connections. If you continue to have problems, call STI Customer Service, and we’ll be happy to fix the problem.

My reception is snowy, or I am getting a hissing sound. Help!

Make sure your TV is on channel 3 or 4. Verify that the Cable/VCR switch on your TV set is set on “Cable.” Tighten all cable connections, and if you continue to have problems, give STI Customer Service a call.

I am seeing multiple/ghosted images on my TV.

Hand tighten all connections, and verify that there is not an antenna hooked up to the VHF terminals on the back of the TV.

How do I solve common picture problems?

Here are a few tips to try before scheduling a costly television repair.

  1. Verify that your TV is on the right output channel (i.e., channel 3 or 4).
  2. To fix a rolling picture, adjust the “vertical hold” on your TV.
  3. If your picture leans to the side, adjust the “horizontal hold” on your TV.
  4. If your screen appears snowy, verify that the digital set-top box is plugged into a working outlet.
  5. If you have no picture or sound, verify that the electrical outlet is working. Push your TV’s “Reset” button, if applicable, or adjust the “brightness” control on your TV.
  6. If your picture shrinks, your TV may have an overloaded circuit, or the problem may be caused by your electric company.

What if I move?

Before you move, call STI and let us know where you are moving.

If you are moving within our service area, we will be happy to transfer your current service to your new residence so that you can continue enjoying STI cable television in your new home. If you are moving outside of the STI service area, you will be required to return your equipment. To avoid a penalty, all equipment such as cable boxes, digital set-top boxes and remote controls must be returned to us in good working order.

How does Digital Cable work?

Imagine your television picture as a jigsaw puzzle broken down into individual pieces, placed in a box, shipped to its final location and put back together again exactly as it was before. That’s essentially how Digital Cable works. As a result, the TV picture can be replicated over and over again without any interference or loss in quality. And because the picture takes up less space in digital pieces, many more channels can fit through the existing cable system.

Do I need a new TV set to receive digital channels?

No. Digital Cable is enabled by a set-top box provided by STI, which delivers the service through the TV you have. You don’t have to buy a new TV or other costly equipment, and there is no contract to sign.

How do I find my favorite channels?

With our on-screen guide from TV Guide Interactive, it’s easy to find quality entertainment. Search by start time, channel or area of interest. Just point and click!

Why do I need a digital set-top box?

The digital receiver is actually a powerful computer connected to your TV. Without it, no digital channels are available.

How does digital cable compare to satellite?

In addition to comparable programming, STI Digital Cable offers many advantages over satellite TV:

  • There is no risk of purchasing equipment that soon becomes obsolete
  • There is no ugly satellite dish hanging from your house
  • You get local broadcast channels included in your Digital Value Package
  • You can watch different programming on each different TV in your house at the same time – and without having to purchase additional equipment
  • You have access to customer care 24 hours a day, 7 days a week
  • Heavy rain or snow does not affect your reception

What are “Digital Music” channels?

Digital Music is one of the greatest benefits of STI Digital Cable and hard to appreciate until you’ve had the experience. It includes a collection of 49 commercial-free, CD quality music stations programmed by category – from 70’s Rock to Jazz, from Classical to Country. It’s all there. And best of all, the digital cable receiver is specifically designed to hook up to your stereo or stereo TV, delivering CD quality sound that sets the perfect mood for any occasion.

Is Digital Cable the same thing as HDTV (High Definition TV)?

No. HDTV refers to a specific kind of digital signal format that requires a HD Television set (LCD, Plasma, etc. that must specify that it is “High Definition”).

How does analog service differ from STI Digital Cable?

Digital Cable uses advanced compression technology to deliver more channels at higher resolution rates than is available with Basic (Analog) cable service. While certain basic channels remain analog within the digital delivery platform, key new benefits include:

  • More movies, more special events, more sports
  • Digital Music Channels – delivered right through the digital set-top box
  • Interactive On-screen Program Guide from TV Guide permits control, choice and convenience

What is “cable ready” TV?

All TV produced over the past ten years are “cable ready”, and typically must meet three specific requirements. The first requirement is an improved tuner that is more resistant to interference than traditional tuners. The second requirement is the ability to tune cable channels according to an FCC-approved channel plan. The final requirement is a special connector that allows cable service to be directly connected to the television without the use of a digital set-top box.

My cable is out. What should I do?

Please report all outages by calling the customer service telephone number listed on your billing statement. Before you call, please check to see if the electricity is on, the television is plugged in and that your TV is on the correct channel if you have a digital set-top box or VCR hooked up.

What are my responsibilities regarding the STI-owned equipment that I rent?

If any equipment you rent from STI is lost, stolen or destroyed you are responsible for replacement costs. The charges range from $150 to $500 for each digital set-top box depending on the make and model of the unit(s). We recommend that you include this equipment on your homeowner or rental insurance policy so in case of loss, your out-of-pocket expenses are minimized. If insurance coverage is not an option, STI will bill you for the equipment and work out payment arrangements.

What is a public access channel?

STI is required to set aside one or more channels for use by the public, educational institutions, municipal government or for lease on a non-discriminatory basis.

What does “channel capacity” mean?

Channel capacity is the maximum number of channels that a cable system can carry simultaneously.

I think my neighbor is stealing cable. What should I do?

Please contact STI if you feel someone is receiving services without paying for them. It is illegal to fraudulently obtain cable service by attaching a wire or device to the digital set-top box or any other company wires or equipment. The penalties under the law include fines up to $10,000, imprisonment or both. While in some cases we offer amnesty if the offender agrees to become a paying customer, we do find it necessary to prosecute to the fullest extent of the law. Cable theft industry-wide costs operators over $1 billion annually and can drive up monthly costs for our honest, paying customers.

What is the difference between coaxial cable and fiber optic cable?

Coaxial cable is pure copper or copper-coated wire surrounded by insulation with an aluminum covering used to transmit television, telephone and data signals. Fiber optic cable is also used to deliver the same types of signals but carry much wider bands of frequencies. It’s made of very thin, pliable tubes of glass or plastic.

What is DBS service?

DBS stands for Direct Broadcast Satellite. Programming signals are transmitted directly from a satellite to a home rooftop receiving dish (antenna.)

Can I get HDTV (High Definition TV) with my standard or traditional television and an STI HD set-top box?

No. In order for you to get High Definition TV with or without an STI HD set-top box, you must have an HD-ready or HD-compatible television.

A local consumer electronic retailer now offers HDTV sets. What makes them different from the one I have now?

Traditional televisions operate on a technical standard developed by the NTSC (National Television Systems Committee), and use analog technology to deliver broadcast signals to your home. HDTV uses digital technology that is capable of delivering up to twice the resolution, or picture quality, and CD-quality sound. The screen is also one-third wider than a regular TV, making it similar to the proportions of a movie screen.

How do I block out channels that I don’t want to receive?

Customers can have channels removed form their cable line-up by using the parental control feature available on most TV sets and digital set-top box models rented by STI. Another alternative is to have STI place a “trap” on the line outside your home to block the signal. It’s also possible that, depending on the model of your television or VCR you have, you could program your own television equipment to block programming you prefer not to receive.




HIGH SPEED INTERNET FAQs:

What is STI High Speed Cable Internet?

With STI High-Speed Cable Internet, do I need an ISP? Can I still use AOL?

Is my STI High-Speed Cable Internet Service secure?

Do I have to have cable TV to get STI High-Speed Cable Internet?

Can I watch cable TV and use STI High-Speed Cable Internet at the same time?

Can I talk on the phone and use STI High-Speed Cable Internet at the same time?

How do I get Cable and High Speed Internet installed?

Can I connect more than one computer to my STI High-Speed Cable Internet Service?

How can I get cable from the TV in my living room to the PC in my bedroom?


What is STI High Speed Internet?

Its high-speed Internet service through your cable line for your home computer. STI High-Speed Internet uses a cable modem to connect your computer to the Internet, so you’re always on. And STI High-Speed Internet does not tie up your phone line, so you are free to talk and surf at the same time. Also provided are multiple email accounts and special Web content.

With STI High-Speed Internet, do I need an ISP?

STI High-Speed Internet is a full service Internet Service Provider providing unlimited flat rate access to the Internet as well as email. There is no need for a separate ISP when you sign up for STI High-Speed Internet.

Can I still use AOL?

Yes. Although STI acts as your Internet Service Provider (ISP) you can still access AOL content and features on the web at www.aol.com.

Is my STI High-Speed Internet Service secure?

Although no Internet connection is totally secure, we do everything possible to protect your privacy and security.

Do I have to have cable TV to get STI High-Speed Internet?

No. Although discounts may apply for customers who have both services, either can be ordered without the other.

Can I watch cable TV and use STI High-Speed Cable Internet at the same time?

Yes. If you have both services, each will have a dedicated cable.

Can I talk on the phone and use STI High-Speed Internet at the same time?

Yes. STI High-Speed Internet does not utilize your phone line.

How do I get Cable and High Speed Internet installed?

Contact STI Customer Care. One of our installation technicians will visit your house and make all of the necessary connections (additional fees may apply.) STI customers will have two choices for installation. With a Premium installation, our professionally trained technicians will complete the installation process. Including all wiring, installation of the cable modem, and software necessary to have you up and running in no time. With the basic installation package, our professionally trained technicians install the wiring from an existing data outlet to the modem, and you install the software and connect the network adapter (if no data outlet is present, an additional charge will apply.) The entire process normally takes two hours.

Can I connect more than one computer to my STI High-Speed Internet Service?

Yes you can. Additional installation and service fees may apply.

How can I get cable from the TV in my living room to the PC in my bedroom?

One of the advantages of using STI High-Speed Internet service is that, in most cases, it uses the existing cable that is already in your home. The cable is capable of carrying both video signals and data signals at the same time. While it may only be necessary to install a splitter on the existing cable, due to the potential of introducing “noise” or interference into the cable system, a data technician will perform the installation of the splitter and data outlet in the secondary location. If user-installed splitters are already present, the technicians will perform quality assurance tests before deeming the service operational and, if necessary, will rewire the outlet to meet proper specifications.