Frequently Asked Questions (FAQs)
Article Date: 06/23/2011
Are all Hawaiian Telcom TV channels digital? Yes, Hawaiian Telcom TV is a 100% digital television service.
Will Hawaiian Telcom TV affect my home phone service? No, your home phone will not be affected.
Will I be able to watch digital TV on my existing TV? Yes, a Hawaiian Telcom TV Set Top Box receives the digital TV signal and converts it into a format that works with your existing TV. This allows you to enjoy digital picture and sound on all channels.
How many TVs can I watch Hawaiian Telcom TV on? Hawaiian Telcom TV supports up to 8 TVs, and at any one time you can watch live TV on 4 TVs. If you have a DVR, you can watch your recordings on the rest of your TVs.
How many favorites lists can I create? You can create separate favorites list on each Set Top Box. Please see page 17 of the Hawaiian Telcom TV User Guide or click here to learn how to create your favorites list.
How can I control what my children are watching? Parental Controls allow you to block programs by title, rating or content. Please refer to page 22 and 23 of the Hawaiian Telcom TV User Guide or click here for more details.
What is the difference between VOD and PPV? VOD is primarily comprised of movies that you can rent and watch as many times as you want within the rental period. PPV events are usually live events and start at a specific time set by the content provider. If you have a DVR, a PPV event can be recorded, unlike a VOD rental.
How do I return to watching a VOD rental after I've turned to another channel? You can press the previous button on your remote if your VOD rental is the last program you watched. Alternatively, press the Video On Demand button on your remote control.
What should I do if I have problems with my Hawaiian Telcom TV service? Please see Troubleshooting your Hawaiian Telcom TV System on pages 33 and 34 of the Hawaiian Telcom TV User Guide first or click here, as there may be an easy fix. If you are still unable to solve the problem, call us at 643-4888.
How can I order another remote control? You can order another Hawaiian Telcom TV remote control by calling 643-4888. A new remote control will be shipped to you within a few days. Charges may apply.
Is my DVR a Set Top Box? Yes. Your DVR is a Set Top Box with additional functionality that allows you to record, pause and replay live TV.
Can I pause, rewind and fast-forward live TV from any TV in my home? You can only pause, rewind and fast-forward live TV on the TV connected to your DVR.
How long can I pause live TV for? With a DVR, you can pause live TV for up to 90 minutes. After 90 minutes the paused program will start playing again.
What happens when my DVR's storage space is full? If all your recordings are protected and your DVR's storage space is full, a pop-up will warn you and your DVR will stop recording.
What happens if I don't protect my recordings? If your recordings are not protected, when less than 10% of disk space is remaining, your DVR will start deleting programs, starting with the oldest unprotected ones. To find out how to protect your recordings, see page 28 of your Hawaiian Telcom TV User Guide or click here.
How do I see how much recording space i have left on my DVR? Press the menu button, select Settings, General, System information and then System resources. The remaining space available is listed beside disk usage.
How much can I record on my DVR? This will vary depending on the type of DVR you have. You will be able to record approximately 500 hours of standard definition programming or approximately 130 hours of high-definition programming.
How many programs can I record at once? You can record 4 live programs at once on your DVR, up to 2 of these programs can be in HD.
How many recordings can I watch simultaneously? Up to 4 recorded programs can be viewed simultaneously, one of which has to be viewed on the TV connected to your DVR.
Can I schedule a recurring recording? Yes. See page 26 of your Hawaiian Telcom TV User Guide or click here.
If I pause live TV on channel 5, then change to channel 6 for a bit, can I go back to watch what I missed on channel 5? No. If you change the channel, the live TV program that was saved temporarily by your DVR will be deleted. If you would like to be able to watch the program again, ensure that you record the program.
Can I watch a previously recorded program while recording a live program? Yes, recorded material is stored on your DVR's hard drive and watching it does not interfere with recording live TV.
Can I record a PPV or VOD program with my DVR? You can record a PPV event but you cannot record a VOD program.
If my DVR is off, will it still record a scheduled program? Yes, your DVR will turn on to start recording and turn off when the recording is completed.
If I reboot my DVR will I lose my scheduled recordings? No, all of your scheduled recordings will be saved.
How many high/standard definition feeds (channels) can I watch/record simultaneously? A total of 4 live feeds can be watched/recorded at the same time. Hawaiian Telcom supports up to 2 HD feeds with a combination of SD feeds equaling up to a total of 4 simultaneous feeds. For example; 2 HD / 2 SD or 1 HD / 3 SD. What is a live feed? A live feed is a channel you are currently watching or recording. This also includes Video on Demand programs and Pay-Per-View events.
Does watching the same channel on 2 or more TVs count as separate feeds? No. Watching the same channel on multiple TVs is considered a single feed.
How do I order a Pay-Per-View event? Using your HTTV remote, select Channel 965 from the on-screen program guide. Pay-Per-View events may be ordered up to 2 weeks in advance. Select the event you want to purchase and press “OK”. You will then be given a prompt to confirm your purchase.
How do I order a Video-On-Demand movie? On your HTTV remote, press the menu button. Go to “Video On Demand” using the arrow keys and select your movie from the available categories or use the search function. You will then be given a prompt to rent or preview the movie.
How do I record a TV program or movie? If recording a show you are currently watching, simply press the record button on the remote. While in the on-screen program guide, you can record a program or movie by pressing record. This will be confirmed by a single red dot on the guide. If you want to record a series, press the record button twice. A series recording will show two red dots.
How large is the hard drive space on the DVR and how many recordings can I store? The DVR has a hard drive space of 500GB. You can store up to 500 hours of SD, 130 hours of HD programming, or a combination of the two.
I am getting an error message on my TV saying no input/signal or something similar. How do I resolve this? The common cause for these types of error messages are that the physical input from the STB to TV does not correspond to the input settings on the TV. To correct this, use the TV’s remote to change the video input selection to the correct input source.
How do I set up a PIN for parental locking? Press the menu button on your HTTV remote. Go to Settings using the arrow keys and select Parental controls then Parental locking. You will then be prompted to set-up a 4 digit PIN and confirm it. Once the PIN has been established, you may set-up the parental control options.
How do I clear the Emergency Alert System (EAS) message when it appears on the screen? On your HTTV remote, press the "EXIT TO TV" button while the message is displayed.