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Fioptics+ TV

Common TV Questions
- Where can I find a user guide to my Hawaiian Telcom TV? Where can I find a user guide to my Hawaiian Telcom TV?
  
  View the Hawaiian Telcom TV Quick Start Guide.
- Where can I find TV Channel Lineups? Where can I find TV Channel Lineups?
  
  View Fioptics+ TV's Basic, Advantage and Advantage Plus Channel Line up here.
- Why can broadcast TV stations charge for carriage of their signals? Why can broadcast TV stations charge for carriage of their signals?
  
  Broadcast TV stations distribute their signals over the air, they use a free spectrum granted to them by the federal government. These same broadcast TV stations are then allowed by the government to charge for their signals.
  
  Hawaiian Telcom pays these broadcasters, a fee per channel, per month, per customer for the right to provide that programming service or channel to its customers. If we do not pay the fees that are required of the broadcasters, they can force us to remove their channels from our lineup.
- Why do you treat local broadcast TV stations differently than you do cable networks? Why do you treat local broadcast TV stations differently than you do cable networks?
  
  Broadcast TV stations distribute their signals over the air, they use a free spectrum granted to them by the federal government. These same broadcast TV stations are then allowed by the government to charge for their signals.
  
  Hawaiian Telcom pays these broadcasters, a fee per channel, per month, per customer for the right to provide that programming service or channel to its customers. If we do not pay the fees that are required of the broadcasters, they can force us to remove their channels from our lineup.
- What devices are supported on Fioptics+ What devices are supported on Fioptics+
  
  Fioptics+ will be supported on the following platforms:
  
  Unmanaged Android TV
  The current and previous versions of the unmanaged device's OS.
  
  The Fioptics+ app software supports Android TV-capable set-top boxes that can run the latest Android TV version and the previous one. The following hardware is currently qualified:
  Xiaomi Mi Box
  Xiaomi Mi Box S
  Sony Bravia TV
  nVidia Shield
  nVidia Shiled Pro
  Ematic Jetstream AGT418
  
  The following Android TV releases are qualified:
  Android TV Oreo
  Android TV Pie
  
  Note: Devices will no longer be supported if the OS version is no longer supported by Google.
  
  Fire TV
  The following Fire TV devices are supported:
  Fire TV Stick — Second Gen
  Fire TV — Second Gen
  Fire TV Cube
  
  Note: Devices will no longer be supported if the OS version is no longer supported by Amazon. As of March 2020, Amazon supports Fire TV OS 5 and Fire OS 6.
  
  Apple TV
  The following Apple TV devices are supported:
  Apple TV — 4th Gen
  Apple TV — 4K
  
  Note: Devices will no longer be supported if Apple no longer supports the OS version. As of Aug 2020, the Apple TV OS is tvOS 14.
  
  NOTE: ROKU platform is not supported at this time.
- Where can I find the Fioptics+ MyWay TV Channel Lineup? Where can I find the Fioptics+ MyWay TV Channel Lineup?
  
  The Fioptics+ MyWay package is no longer available to new customers as of September 2025. View the legacy Fioptics+ MyWay TV Channel Line up here.
- What are these channels in the Guide that go to Streaming Apps? What are these channels in the Guide that go to Streaming Apps?
  
  Jump Channels are channels in the Guide that allow the user to jump into the most popular OTT apps and Fioptics+ VOD catalog with the press of a button. No need to change inputs or open up the Apps and Games menu, just find the Jump Channel for the OTT app you would like to launch, select it and you are automatically dropped into the apps main menu.
  
  Ex. Jump Channels in Fioptics+ Guide
  Note: OTT apps do not come as part of the Fioptics+ service and are subscribed to separately. Once you have logged into those apps for the first time, you will not be required to do so any subsequent visits.
  
  Currently Available Jump Channels
  Disney+ 51
  Prime Video 399
  Netflix 400
  HBO Max 411
  Music Choice 300
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Devices, Equipment & Remote
- Am I required to lease a Fioptics+ set top box? Am I required to lease a Fioptics+ set top box?
  
  No, although Hawaiian Telcom recommends customers utilize at least one Fioptics+ set top box in their home to maximize all the great features it enables, customer may access the Fioptics+ app on their own supported streaming devices. Examples of supported devices would be Amazon Fire TV, Apple TV and Google TV/Android TV devices. However, customer will not have access to ordering Pay-Per-View Movies and Events or access Music Choice channels from their customer supplied streaming devices.
- Do I need a Google account to use the TiVo device? Do I need a Google account to use the TiVo device?
  
  No, but it is highly recommended. With a Google account, you'll be able to use Google Play, Google Music, Google Games, and Google Assistant right on your TiVo device.
- How do I clear the cache on my Fioptics+ device? How do I clear the cache on my Fioptics+ device?
  
  Please click here to learn how to clear the cache on your Fioptics+ device.
- My remote control isn't working. My remote control isn't working.
  
  The remote is set up and paired to your TiVo device during installation. If your remote stops working, try replacing the batteries. If that does not solve the problem, try re-pairing the remote with the TiVo device:
  
  1. Press and hold the TiVo button and Back buttons simultaneously until the activity light illuminates.
  
  2. Release the buttons; the activity light will flash slowly, then flash quickly five times.
  
  3. The set top box will go into pairing mode to discover the remote. Once found, your remote will begin to control the set top box.
- How do I reset the Fioptics+ set top box? How do I reset the Fioptics+ set top box?
  
  From time to time, it may be necessary to reset or power-cycle a set top box. Follow the instructions below to successfully restart your Fioptics+ set top box.
  
  Scroll down and highlight Device Settings. Press the OK button on the remote.
  
  When the Device Settings menu opens, scroll down and highlight Device Preferences. Press the OK button on the remote.
  
  When Device Preferences appear, About should be highlighted already. If not, highlight it and press the OK button on the remote.
  
  Scroll down and highlight Restart. Press the OK button on the remote.
  
  A screen will appear asking you to confirm restarting the set top box. Highlight Restart and press the OK button. The set top box will power off and begin booting back up again. This process may take up to a couple of minutes to complete.
  
  When the set top box is finished rebooting, you should see a screen that looks like this. Press the OK button to begin watching Live TV.
- How do I watch video on mobile or tablet? How do I watch video on mobile or tablet?
  
  1. Access the Apple App Store and select "Get" or access the Google Play Store and select "Install" for Android.
  
  2. Once installed on your device, open the app and log in using your MyAccount credentials.
  
  3. Once logged in, your device will be added to your registered device list in your MyAccount and will be connected to your Fioptics+ account.
- Not all features are working properly on my device, what can I do? Not all features are working properly on my device, what can I do?
  
  If features like VOD content, recordings and others do not seem to function properly, a good troubleshooting step is to clear the cached data on that device. This will refresh the app on the device to remove any previously stored account data that may be causing the issue.
  
  This can occur on devices that had previously been on an account but may have been removed due to active device count limits being reached.
  
  Once cleared you may be required to re-activate the device by logging back in with your Hawaiian Telcom account credentials.
  
  For steps for clearing your devices cached date, click here.
- What devices are supported on the Fioptics+ app? What devices are supported on the Fioptics+ app?
  
  The Fioptics+ app is generally compatible with popular streaming devices and Smart TVs running the latest two versions of each platforms operating system (OS) from Apple TV, Google TV/Android TV, Amazon Fire TV and Apple and Android Mobile. Amazon Fire TV Vega OS is not supported at this time. Known devices running Vega OS as of 10/30/25 are Amazon Fire Stick 4K Select. The Fioptics+ app is not available on the Roku platform.
- How do I know if my device can install your app? How do I know if my device can install your app?
  
  Currently devices running Android 10, Fire OS 6, or Apple TV OS 18 should be able to install the Fioptics+ app. Search your app store for "Fioptics+ Hawaiian Telcom" to confirm.
- What If I my device doesn't meet requirements or I can't install the app? What If I my device doesn't meet requirements or I can't install the app?
  
  You can check with the manufacturer of your device to see if it can be updated. If that's not possible, we can provide a set-top box that is ready to go at a reasonable monthly rate.
- Where do I return my equipment? Where do I return my equipment?
  
  Learn More
- What equipment do I return? What equipment do I return?
  
  Learn More
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Features & Apps
- How do I control a video I am watching On Demand? How do I control a video I am watching On Demand?
  
  Stopping the video. Once you've started watching your video, you can stop it at any time by pressing BACK. Partially watched videos are stored in the My Rentals folder. See Watching a saved video for information on watching a video saved in the My Rentals folder.
  
  Pausing: Press the PAUSE/PLAY button. To resume playing, press PAUSE/PLAY again.
  
  Rewinding: Press the REWIND button. When you are ready to watch, press PAUSE/PLAY.
  
  Fast Forwarding: Press the FAST FORWARD button. When you are ready to watch, press PLAY.
  
  Note: Some videos from Fioptics+ On Demand may not allow you to fast forward.
- How do I log into the app on my streaming device? How do I log into the app on my streaming device?
  Click to view the Fioptics+ Fioptics App Guide to see how to log into the app on your streaming device.
  Fioptics+ App Guide
- How do I navigate the guide? How do I navigate the guide?
  
  The on-screen guide displays up to two weeks of TV programming. To reach the guide, go to the Home screen and choose Guide.
  
  Icons in the guide help you navigate to the shows you want. When you highlight a cell in the Guide, shows that are currently recording have a red circle icon next to the title, while shows that are scheduled to record are marked with a check mark (for individual shows) or double check mark (for OnePass recordings).
  
  You can choose to view all channels in your lineup or favorite channels only. To add a channel to your favorites, highlight a channel name/number (not a show) and press OK/SELECT. Choose Add to Favorite Channels. From the same window, choose a channel list:
  
  • All: Displays all channels in your lineup.
  
  • Favorites: Displays your favorite channels only. Choose your favorite channels by going to the Guide and selecting a channel name/number (not a show).
  
  To move around in the Guide:
  • Press RIGHT and LEFT to move to the next or previous show.
  • Press OK/SELECT on a show in progress, and the channel changes to that show.
  • Press OK/SELECT on an upcoming show, and you’ll see recording, OnePass, and
  bookmarking options. Choose an option or press Back to go back to the Guide. Note that
  some channels and individual shows may not be available to record.
  • Press OK/SELECT on a past show or a show in progress with a Restart & Catch Up icon, and you’ll see Restart and Catch Up options
- What is TV Everywhere? What is TV Everywhere?
  
  TV Everywhere is On Demand and live streaming video content from network providers. Hawaiian Telcom TV subscribers get free unlimited access to TV Everywhere programs and shows at home or away from home using your smartphone, tablet, computer and over-the-top devices. Supported devices vary by network. Access to TV Everywhere programming is based on your Hawaiian Telcom TV subscription.
- How can I access TV Everywhere apps? How can I access TV Everywhere apps?
  
  Download apps to your computer, mobile device or game console.
  
  1. Find your favorite channels, download an app or watch online. For Apple devices, go to the Apple App Store and for Android devices, go to the Google Play Store.
  
  2. Go to watch.hawaiiantel.tv and sign in with your My Account username and password. Haven't registered for My Account? Sign up now.
  
  3. Watch your favorite shows anywhere you have an internet connection.
- Can I access ESPN Unlimited with TV Everywhere? Can I access ESPN Unlimited with TV Everywhere?
  
  Advantage TV and Advantage Plus TV subscribers can access limited content through the ESPN Unlimited app or website. More information will be shared as this feature becomes available.
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Installation & Setup
- Do I need to be home for my installation? Do I need to be home for my installation?
  
  Yes. You or someone over the age of 18 will need to be present during the entire installation process. For the safety of your pet and our technician, please secure any pets while our technician is on site.
  
  We ask that you contact us to reschedule your appointment if a situation should arise that would risk the health or safety of our Field Technicians.
- How can I change the background video when in menus? How can I change the background video when in menus?
  By default, the video you were watching when you entered the Home screen continues to play in the background. Similarly, on most other TiVo menu screens, a video window located in the upper right corner plays the current video as well.
  
  To watch the video in full screen, press the Back button on your remote control.
  You can choose how to display a video on the Home screen, or choose to turn it off completely. Just select Menu > User Preferences > Video Window & Background.
  To turn video off on all screens, set Display Video to No.
  To continue to display video, set Display Video to yes. You can then choose how to display it on the Home screen by modifying the Video on HOME setting:
  Full screen (background): The currently-playing video is shown as a full-screen video inthe background of the Home screen.
  Video window: The currently-playing video is shown in the top-right corner of the Homescreen.
  
  Background video on
  
  Video window on
  
  Background video & video window off
- How do I check the wireless signal strength on my Fioptics+ set top box? How do I check the wireless signal strength on my Fioptics+ set top box?
  To optimize your viewing experience when connected wirelessly, you will want to place your Fioptics+ set top box in a location where it can get the best wireless signal strength. Place the set top box in a location where it receives at least an RSSI level of -65 to 0. Anything lower than -65 will potentially cause reduced video quality.
  
  See below on where to find your current RSSI level:
  Open the Main Menu
  Select Device Settings
  Select Network & Internet
  Check the RSSI level for the wireless network the set top box is connected to
- How do I enable Closed Captioning in Hawaiian Telcom Fioptics+? How do I enable Closed Captioning in Hawaiian Telcom Fioptics+?
  Quick Closed Captioning Access:
  1. While watching TV, press and hold the ‘i’ button on the remote.
  
  2. A menu will present on the bottom of the screen with options for: “Turn Screen Reader On”, Turn Closed Captions On”, and “Turn Secondary Audio On”. These options will turn to ‘Turn Off’ if one or more of these options has already been turned on previously.
  
  Closed Captioning Settings Details:
  1. Press the TiVo button on the remote. Next, scroll over to the Menu icon and press the OK button.
  
  2. Scroll down to Accessibility and press the OK button to open Accessibility options.
  
  3. The options found within Accessibility are:
  Subtitles & Closed Captioning: When this option is selected, you can turn the subtitles and closed captioning on or off. Highlight the option you wish and press the OK button. After pressing OK, the menu will then return to the Accessibilities menu.
  
  Subtitles & Closed Caption Language: This option lets you choose which language is displayed when subtitles or closed captions are present. Most channels will you choose from either English or Spanish. Once a selection has been made the screen will return to the Accessibilities menu.
  
  Closed Caption Preferences: In this menu you can choose how the text for Closed Caption is displayed. There are several options to choose from to tailor the look of Closed Caption to your preferences. You will need to press the Back button to return to the Accessibilities menu.
  
  Language & Audio Description: This option lets you choose a default audible track for the show you are watching. English is the default selection. If a different language is selected and that language track is available for the program you are watching, that language will be heard from the television speakers. However, if the selected language isn’t available for that particular program, you will hear the default language the program was recorded with. (Usually English) Once a language is selected the screen will return to the Accessibilities menu.
  
  Note: Some programs are recorded with “descriptive audio,” which has an announcer in the background describing the scenes and events taking place. To enable descriptive audio, select SAP. If the show was recorded with a descriptive audio track, you will then hear the descriptions in the background audio.
- How do I hide Adult Content? How do I hide Adult Content?
  
  When this setting is on, adult shows do not appear in search results, and titles/descriptions of adult shows are hidden in the Guide and My Shows. You will need to enter the Parental Controls PIN to watch any adult content.
  
  Set Rating Limits
  Movies originally meant for release to theaters have a different rating system from shows made for TV. Use rating limits to set rules for both rating systems. Highlight the rating option, and then use the left/right arrows to change the rating limit.
  
  Change PIN
  Enter a new PIN, then re-enter the new PIN to confirm.
- How do I initiate a single/series recording through the guide? How do I initiate a single/series recording through the guide?
  
  Click to view the Fioptics+ Remote Controls Guide to see how to initiate a single/series recording through the guide.
  Fioptics+ nDVR Recording Guide
- How do I initiate a single/series recording while watching a show live? How do I initiate a single/series recording while watching a show live?
  
  While watching a show, you can initiate both a single episode recordings or a OnePass series recording.
  
  First, while watching a show live, either press DOWN on the direction pad or the "i" info button on the remote to see the following menu on the bottom of the screen:
  
  Once you have selected your desired recording option of single recording or OnePass, follow the corresponding directions above.
- How do I make changes to my TV package? How do I make changes to my TV package?
  
  You can make changes to your TV package by calling (808) 643-3456, visiting a Retail location or chatting with us.
- How do I set up Parental Controls? How do I set up Parental Controls?
  
  Download the guide to see How do I setup Parental Controls?
- How long will it take Hawaiian Telcom to install my TV service? How long will it take Hawaiian Telcom to install my TV service?
  
  The Hawaiian Telcom service technician will arrive sometime during the time frame window you were provided when placing your order (example: 8 am to 12 pm, 12 pm to 4 pm or 8 am to 4 pm for an all day appointment). The time frame quoted is the arrival window for your technician. There may be situations when your technician does not arrive until the end of your time frame window. The completion of your service installation may extend past the quoted time frame.
- Manage Fioptics+ Account from My Account Manage Fioptics+ Account from My Account
  
  Customers can manage their Fioptics+ account in several ways. They can manage their currently active unmanaged devices (FireStick/Cube, AppleTV, Android TV and Mobile Devices).
- What can I expect during my service installation? What can I expect during my service installation?
  
  The Hawaiian Telcom service technician will arrive sometime during the time frame window you were provided when placing your order (example: 8-12, 12-4, or 4-8). The time frame quoted is the arrival window for your technician. There may be situations when your technician does not arrive until the end of your time frame window. The completion of your service installation may extend past the quoted time frame.
  
  Upon arrival, your technician will verify that someone over 18 will be present during the entire installation process, and, if you rent or lease, that you have a signed permission form from your landlord.
  
  Your technician will then perform an initial walk through to give you a personalized time estimate. During installation, your technician will need unobstructed access to all cable jacks. This may mean you will need to move large entertainment centers, bookcases, large beds, etc. prior to your appointment. For the safety of your pet(s) and our technicians, please secure any pets while our technician is at your home. Drilling may also be necessary to route wires and cables.
  
  Your technician will call 30 minutes prior to arrival at the number you provided when placing your order. Please make sure you answer; otherwise, your installation may need to be rescheduled.
- What equipment do I receive? What equipment do I receive?
  
  Your Fioptics technician will bring and install your set-top boxes, one remote control for each box, a gateway, and a in some cases an ONT.
- When is my installation appointment scheduled? When is my installation appointment scheduled?
  
  The details of your scheduled appointment can be found on the order receipt that was emailed to you.
  
  If you didn't receive that email, you can also find an Order Details message by logging into My Account and checking your Message Center.
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Picture & Sound
- All of my TV's are not working, what should I do? All of my TV's are not working, what should I do?
  
  In some cases a reboot of your set-top box can resolve the issue.
  
  To reboot simply disconnect the power cord from the back of the box. Wait at least 30 seconds and then reconnect the power. The box should begin to initialize automatically - if it does not, press the POWER button on the set-top box. The box may take 2-3 minutes to fully power on and load the interface on your television. If your set top box doesn’t restart automatically within a few minutes, press the POWER button on the device.
  
  If a reboot doesn't resolve your issue please make a note of any error messages you are receiving and contact Technical Support at 808-643-6111.
- How do I change the input on my TV? How do I change the input on my TV?
  
  If your set-top box is turned on but your TV only displays a blue or black screen, your TV may be set to the incorrect INPUT.
  
  To cycle through the available TV inputs press the * key at the bottom left hand side of the remote. (see image below)
  
  You can also press the INPUT or SOURCE button on the remote or the TV itself.
  
  When you reach the correct input, your TV will display your video service. Be sure to note which input was successful.
- How do I reboot my set-top box? How do I reboot my set-top box?
  
  Simply disconnect the power cord from the back of the box. Wait at least 30 seconds and then reconnect the power. The box should begin to initialize automatically - if it does not, press the POWER button on the set-top box. The box may take 2-3 minutes to fully power on and load the interface on your television. If your set top box doesn’t restart automatically within a few minutes, press the POWER button on the device.
- What do I do if I am having picture issues? (Why is my TV's picture distorted?) What do I do if I am having picture issues? (Why is my TV's picture distorted?)
  
  If the issue is occurring on more than one television: Please make a note of any error messages you are receiving and contact Technical Support at (808) 643‑6111.
  
  If the issue is only occurring on one television: Verify that all cables are tightly connected to the wall outlet, the television, and, if you have one, the set-top box. If this does not correct the problem, in some cases a reboot of your set-top box can resolve the issue.
  
  To manually reboot your set top box, simply disconnect the power cord from the back of the box. Wait at least 30 seconds and then reconnect the power. The box should begin to initialize automatically - if it does not, press the POWER button on the set-top box. The box may take 2-3 minutes to fully power on and load the interface on your television. If your set top box doesn’t restart automatically within a few minutes, press the POWER button on the device.
  
  If the problem persists, check if you experience the same issue when the television is in use with an alternate video source (DVD player, VCR, etc.). If so, the issue resides within your television, and you will need to contact the product's manufacturer for more information.
  
  If you only experience the issue with one TV and with our service, use the information below to correct the problem.
  
  Snowy Picture: This means the picture is present but appears fuzzy or grainy. If your television is connected to an outlet or set-top box with a coaxial cable, verify that the TV is on Channel 3 and the cables are tightly connected.
  
  Blue Screen: If there is a VCR connected between the outlet and the TV, use the VCR remote to set the VCR to Channel 3 or 4. If this does not correct the problem, verify your TV is set to the correct input. Use the TV remote to cycle through all available inputs by pressing the "Input," "Source," or "Video" button.
  
  Wavy, Horizontal, or Zigzag Lines: This problem is usually caused by loose or dirty connections. Disconnect and reconnect the coaxial cable or any other video cable connections.
  
  Small Picture: If this problem only occurs on one channel, then the content is being broadcast in that format and cannot be changed. If it occurs on all channels, it may be a setting on the TV for aspect ratio. Consult your television's manual or its manufacturer.
  
  Pixelated or Tiled Image: This problem can usually be fixed by tightening all cables or by briefly powering down and disconnecting all devices to rest, and then reconnecting and powering back up.
  
  If the problem persists, contact Technical Support at (808) 643‑6111.
  
  NOTE: When you remove the power cable from the set-top box, guide data may be temporarily lost. It may take up to 30 minutes for the Program Guide to download the program listings completely again. Disconnecting the power will not erase scheduled DVR recordings but will interrupt any recordings occurring at that time.
- What do I do if my picture on my TV is freezing? What do I do if my picture on my TV is freezing?
  
  In some cases when your TV‘s picture is freezing you just need to reboot your set-top box. Simply disconnect the power cord from the back of the box. Wait at least 30 seconds and then reconnect the power. The box should begin to initialize automatically - if it does not, press the POWER button on the set-top box. The box may take 2-3 minutes to fully power on and load the interface on your television. If your set top box doesn’t restart automatically within a few minutes, press the POWER button on the device.
  
  If the picture on your TV is still freezing please contact Technical Support at (808) 643‑6111.
  
  NOTE: When you remove the power cable from the set-top box, guide data may be temporarily lost. It may take up to 30 minutes for the Program Guide to completely download the program listings. Disconnecting the power will not erase scheduled DVR recordings but will interrupt any recordings occurring at that time.
- What do I do if my set-top box will not power on? What do I do if my set-top box will not power on?
  
  Please verify you have it plugged into a working power source and if it is plugged into a power strip make sure the power strip is plugged in. Verify the power cord from the wall to the set-top box is plugged in to the wall and the set-top box. If you need further assistance please call (808) 643‑6111.
- What do I do if my TV says no signal? What do I do if my TV says no signal?
  
  First verify that your set-top box is properly connected to your television and wall outlet.
  
  Then check that the set-top box and the television are both powered on. Make sure you press the power button on the actual set-top box and television, instead of using the remote.
  
  If there is still no signal, check that your TV is set to the correct input. Press the * key. If you are unsure which input you have previously used, cycle through all available inputs using your television’s “Input” or “Source” button.
  
  If selecting the correct input does not correct the problem, disconnect the power cable from the back of the set-top box. Let the device rest for 30 seconds then reconnect the power. The box should begin to reboot automatically after a moment. If it does not, press the power button on the set-top box. The box may take 2-3 minutes to fully power on and load.
  
  If you need further assistance please call (808) 643‑6111.
- What if I have no picture or sound on my set-top box? What if I have no picture or sound on my set-top box?
  
  First verify that the set-top box and TV are both powered on - press the POWER button on the actual set-top box and television instead of using the remote.
  
  Check that your TV is set to the correct input by pressing the INPUT or SOURCE button on your TV to cycle through all available inputs.
  
  In some cases a reboot of your set-top box can resolve the issue. To manually reboot your set top box, simply disconnect the power cord from the back of the box. Wait at least 30 seconds and then reconnect the power. The box should begin to initialize automatically - if it does not, press the POWER button on the set-top box. The box may take 2-3 minutes to fully power on and load the interface on your television. If your set top box doesn’t restart automatically within a few minutes, press the POWER button on the device.
  
  If you still have no picture or sound, contact Technical Support at (808) 643‑6111.
  
  NOTE: When you remove the power cable from the set-top box, guide data may be temporarily lost. It may take up to 30 minutes for the Program Guide to completely download the program listings. Disconnecting the power will not erase scheduled DVR recordings but will interrupt any recordings occurring at that time.
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Support Videos
- Fioptics+ TV Remote Fioptics+ TV Remote
  
  Watch the video below for a full guide to your Fioptics+ TV remote
- Fioptics+ Internet Self-Install Fioptics+ Internet Self-Install
  
  Learn how to self-install your Fioptics+ equipment with instructions in the video below.
- Fioptics+ Google Assistant Fioptics+ Google Assistant
  
  Watch the video below for a complete guide to your Fioptics+ Google Assistant?
- Fioptics+ Menu Fioptics+ Menu
  
  Watch the video below for a deep dive into the Fioptics+ Menu.
- Fioptics+ MyShows Fioptics+ MyShows
  
  Learn more about Fioptics+ My Shows with the video below.
- Fioptics+ One Pass Fioptics+ One Pass
  
  Learn more about the Fioptics+ One Pass with the video below.
- Fioptics+ Self Install Fioptics+ Self Install
  
  Learn how to self-install your Fioptics+ equipment with the instructions in the video below.
- Fioptics+ Start Over & Catch Up Fioptics+ Start Over & Catch Up
  
  Watch the video below to learn more about Fioptics+ Start Over & Catch up capabilities.
- Fioptics+ Video on Demand Fioptics+ Video on Demand
  
  Watch the video below for a full introduction to your Fioptics+ Video on Demand.
- Fioptics+ Mobile and Streaming Apps Fioptics+ Mobile and Streaming Apps
  
  Watch the video below for a guide to the Fioptics+ Mobile Apps available on your smart phone.
- Fioptics+ Troubleshooting Fioptics+ Troubleshooting
  
  Watch the video below for help with troubleshooting your Fioptics+ product.
- Fioptics+ User Manual Fioptics+ User Manual
  
  Watch the video below to view the Fioptics+ User Guide.
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Tips & Tricks
- How do I set up favorite channels? How do I set up favorite channels?
  Please click to view the guide on how to set up favorite channels.
  Set up favorite channels
- How to restart your Fioptics+ set top box How to restart your Fioptics+ set top box
  Download the guide to see how to restart your Fioptics+ set top box.
  How to restart your Fioptics+ set top box
- Quickly access Apps and Games Quickly access Apps and Games
  
  To quickly access the Apps and Games Menu simply long press the TiVo button. This allows you to access the Apps and Games menu from anywhere without having to go back into the Home screen and scroll over to Apps and Games.
- Using the TiVo button Using the TiVo button
  Download the guide to see how to use the TiVo button
  Using the TiVo button
- How do I enable Closed Captioning in Hawaiian Telcom Fioptics+? How do I enable Closed Captioning in Hawaiian Telcom Fioptics+?
  
  Quick Closed Captioning Access:
  1. While watching TV, press and hold the ‘i’ button on the remote.
  
  2. A menu will present on the bottom of the screen with options for: “Turn Screen Reader On”, Turn Closed Captions On”, and “Turn Secondary Audio On”. These options will turn to ‘Turn Off’ if one or more of these options has already been turned on previously.
  
  Closed Captioning Settings Details:
  1. Press the TiVo button on the remote. Next, scroll over to the Menu icon and press the OK button.
  
  2. Scroll down to Accessibility and press the OK button to open Accessibility options.
  
  3. The options found within Accessibility are:
  Subtitles & Closed Captioning: When this option is selected, you can turn the subtitles and closed captioning on or off. Highlight the option you wish and press the OK button. After pressing OK, the menu will then return to the Accessibilities menu.
  
  Subtitles & Closed Caption Language: This option lets you choose which language is displayed when subtitles or closed captions are present. Most channels will you choose from either English or Spanish. Once a selection has been made the screen will return to the Accessibilities menu.
  
  Closed Caption Preferences: In this menu you can choose how the text for Closed Caption is displayed. There are several options to choose from to tailor the look of Closed Caption to your preferences. You will need to press the Back button to return to the Accessibilities menu.
  
  Language & Audio Description: This option lets you choose a default audible track for the show you are watching. English is the default selection. If a different language is selected and that language track is available for the program you are watching, that language will be heard from the television speakers. However, if the selected language isn’t available for that particular program, you will hear the default language the program was recorded with. (Usually English) Once a language is selected the screen will return to the Accessibilities menu.
  
  Note: Some programs are recorded with “descriptive audio,” which has an announcer in the background describing the scenes and events taking place. To enable descriptive audio, select SAP. If the show was recorded with a descriptive audio track, you will then hear the descriptions in the background audio.
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User Guides
- Fioptics+ Welcome Guide Fioptics+ Welcome Guide
  Click the below link to view the FIoptics+ Welcome Guide.
  Fioptics+ Welcome Guide
- Fioptics+ Quick Start Guide Fioptics+ Quick Start Guide
  Click the below link to view the Fioptics+ Quick Start Guide.
  Fioptics+ Quick Start Guide
- Fioptics+ Mobile App Guide Fioptics+ Mobile App Guide
  Click the below link to view the Fioptics+ Mobile App Guide.
  Fioptics+ Mobile App Guide
- Fioptics+ Recording Guide Fioptics+ Recording Guide
  Click the below link to view the Fioptics+ Recording Guide.
  Fioptics Recording Guide
- Home Screen Orientation Guide Home Screen Orientation Guide
  
  Click the below link to view the Fioptics+ Home Screen Orientation Guide.
  Home Screen Orientation Guide
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