Answers to the Most Frequently Asked Questions.

• I'm a resident and want ONTV service in my home. How can I get it?
  Unfortunately, ONTV's channel guide service is distributed through special providers, such as Private Cable Operators, hotel and apartment management companies, and owners. If your cable TV service does not offer a guide or community channel, ask your provider to call us at 877-ITS-ONTV. We'll be happy to provide service.
• I have a headend that uses Dish Network, Cband and DIRECTV. Can I use ONTV service?
  Absolutely. ONTV doesn't care how you receive your programming because all the data comes from our servers to your unit through a phone or Internet connection.
• Do I need a dedicated phone line or Internet connection?
  Yes, this is the way that your ONTV unit will receive program and service data.
• How do I change my channel lineup or edit my community channel?
  Simply log on to myontv.com. If you have more than one system, select the system which you wish to edit. Click Channel Lineup. From here you may add, edit or delete any channel in your lineup. To edit your community channel, click Community Channel, then go to Add New Item to add your message. To modify or delete a message, select that message, and click Modify or Delete.
• How many channels can I list?
  You may list as many channels as you like; your listing capability is unlimited.
• Can I change the way my guide looks?
  Certainly. Just log into myontv.com, select your system (if you have more than one, click Colors and Fonts). From here you can modify the colors and fonts in every section of your guide. If you have the ONTV Media Proservice, you will see another option, Backgrounds. From here you can edit the background image or create as many as you want because each background will play for 2 minutes and rotate.
• Do I need special software to access and manage my system(s)?
  No. You may access and manage your system(s) from any Internet connected pc through a web browser by logging in to myontv.com.
• I have had the ONTV service for some time. Do I still need to have the DIRECTV receiver connected to my unit for it to work?
  It's not necessary to be connected to the DIRECTV receiver. Contact customer service at 877-ITS-ONTV to have your system automatically upgraded at no extra charge.
• My guide is displaying "Expired Guide", what happened?
  Your software has expired. This happened because our servers have not been able to automatically connect to your unit for updates. If you were not notified automatically prior to this happening, contact customer service to have your email address added to our system notification list. To resolve your connectivity problem, log into myontv.com and force an update by clicking Update Machine. You will be notified if your update was successful or unsuccessful. Contact customer service at any time for assistance: 877-ITS-ONTV.
• Do I need to be a web developer to host a bunch of web pages to make my community channel work?
  No. Our community channel is so intuitive, you can be up and running in two mintues or less. If you want unrestricted and unlimited design capability, then click Advanced Users under Community Channel. Here you can upload Power Point® presentations or create and host your own web pages, which will play as your community channel pages.
• What happens if something goes wrong with my unit?
  Give us a call at 877-ITS-ONTV; we'll be happy to help you.
• How long is the warranty on my unit?
  As long as you are a subscriber to our service, our warranty covers you. Please visit our warranty page for more information.
• What if my unit fails and I need my guide back up immediately?
  Not a problem. We provide an emergency expedite service at no charge. Provide us with your UPS shipping number before 1:00PM PST, and we'll have a loaner unit to you the next day.
• I have another provider for my TV guide service, and my system seems to freeze up on hot days, what can I do?
  Why not switch to ONTV? Our systems are designed for headends, and boast the highest heat tolerance in the industry. In fact, our system's internal fans are rated 30% more heat tolerant at higher temperatures.
• I understand that I can view my guide live, why don't I see this option?
  This feature is only available to clients whose units have high-speed connections and are receiving the Media Pro service. You can upgrade to the Media Pro service for free, and enjoy all the other features which you currently have.
• I have a dial-up phone connection. Can I use the community channel?
  Yes, our newest release allows you to use the community channel with only a dialup connection. Certain Internet features will not be available however, such as live weather and future services.
• What other hardware do I need to make the guide work at my property?
  You will need one audio-video modulator for each service you are using-channel guide or community channel. Everything else is provided with your system.
• Can I add the community channel service?
  If you subscribe to our channel guide service, adding the community channel service is free and easy. Order the Concierge community channel upgrade, and you will receive the community channel adapter. Connect this adapter to your unit and the output cable to your new modulator for this channel. When you are connected, contact customer service and we'll activate your new community channel.
• Can I use your service and replace my hotel's printed guides?
  Many hotel managers prefer our onscreen guides because they eliminate costly reprinting and can be changed in minutes. If you are a franchise operator, check the requirements on program literature. (Our service meets franchise requirements for almost all hotels and motels requiring in room guides.)
• Can I advertise on my guide or community channel?
  Yes. We encourage our clients to use our advanced Media Pro service for advertising purposes and generate additional revenue. Start by choosing the appropriate guide service. Then design and post your own background guide images and banners. To use the community channel for advertising, click Advanced User.