Customer Support

 

 

Customer Service can be reached by calling 435-773-4900 or emailing helpdesk@csnv.tv

 

We do monitor calls after hours. Sales and billing questions are answered (Or callback) during our business hours.  Our policy on after hours is if we can fix a problem over the phone we will call you. If there is an outage problem we post those results on our System Status page. If you leave a message related to an outage item we will endeavor to call you back as soon as possible. Staff will concentrate on correcting the problem rather than calling you back immedaitely. We do endeavor to call everyone that leaves a message.

 

If you call us and do not leave a message you will not receive contact back from our staff. Leave a message and we will return the call when appropriate.

 

Items commonly that have outages are television channels with problems. Channel outages and status this is common for local saint george stations. If the problem is internet access we will change the telephone recording with further information. Be aware it takes time to diagnose and prepare a message for posting please allow a reasonable amount of time for us to get this posted. Website first and message seond.)If the problem can be corrected with a service call we will make a decision when to send a technician on the weekend or call back on Monday when staff is present.

 

Internet outages - 99+% of the so called internet outages are your equipment. Check the broadband problems page for easy simple things to do which will correct your problem. We reserve the right to charge customers for service calls unrelated to Cable Systems equipment and services. We will charge you $50. A common problem also in older homes is a tripped breaker in the garage which supplys power to our equipment.

 

Cable Systems does not install or support third party systems or software. We will provide an internet connection to your connected device and verify the connection. We do not configure computers, smart tvs, vcrs, tivos, netflix, voipphones, firewalls, wireless routers and more. We do configure our telephone, television, and verify internet connections. We will provide certification of internet speed at installation. If you insist on a retest of internet speed at a later time and the problem is your equipment expect a service charge of $50. We only certify internet speed before you connect your devices.

 

Television channels in standard defintion (Non-HD) do NOT fill an HDTV screen. This is why there is black line on the sides of the picture.  It is not HDTV! Some TVs do allow you to change the pictures aspect ratio to zoom to the corners of the screen. This is your responsibility to decide whether you wish to have it zoomed or not. The Cable Systems remote control does not control all features as a TVs remote does. So hang onto your TV remote becuase you will need someday.

 

Some lower channels on the Cable Systems TV system are in HDTV by default even if you did not purchase HDTV services. This does not entitle you to HDTV services so to tune to the 400s you need to pay the HDTV charge or select a bundle that includes HDTV.

 

The settings on your television is your responsibility. Knowledge of the televisions operation is also your responsibility. Read the documentation that comes with your new TV it could answer a few questions.

 

Cable Systems will unify our remote control with your television so you may control the TV and Set Top Box with one remote control. We are not responsible for any special settings on your TV.

 

Cable Systems charges a Local Broadcast Retransmission Fee which is charged by local broadcast networks to cable and satellite customers for access to their signal. The US Congress has authorized broadcast stations, such as ABC, NBC, CBS and FOX, to provide consent (grant or deny permission) for cable operators to retransmit the signal to customers. This agreement is typically renegotiated every three years. In accordance with this law, Cable Systems is required to obtain retransmission consent from various local broadcasters. The Federal Communications Act prohibits cable operators and other video programming distributors from retransmitting broadcast signals without first obtaining each broadcaster’s consent. Obtaining the required consent from all of the broadcasters comes at a cost which is reflected as the Broadcast Fee on the customer's statement.

 

Policy on local HD channels is as follows. We maintain 2 sources for local HD channels Siant George and SlC and endeavor to switch between these sources when one or the other broadcast locations has diffculties in reception. We have no control over the maintenance of these facilities and transmitters. We do a best efforts to bring this programming to you as error free as possible. We consider these issues to be out of our control and we do not provide service refunds for HD services from the stations whose signal is not working. We do provide alternate feeds on lower channels from satellite at standard definition and these signals are more reliable.

 

Normal maintenance window for our network is after 12 midnight. During this period brief outages can be experienced for 10 or 15 minutes if any maintenance is required emergency or normal.

  

The documents below require Adobe Acrobat reader and are easily printed.

 

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