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:

  1. Open the Main Menu
  2. Select Device Settings
  3. Select Network & Internet
  4. 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.