Support and FAQ

Digital Cable

Jump To: General Troubleshooting Digital Video Recorder (DVR) High Definition Televisions (HDTV) TV Everywhere Pay-Per-View Movies and Events Video On Demand (VOD) Encryption/All Digital

General

Q: How do I sign up for HTC Digital Cable?

HTC Digital Cable offers a wide variety of programming options ranging from basic cable programming to digital cable and premium movie channels. You can sign up for service by calling our Customer Care Department at 843-365-2154 or by visiting any of our 9 retail locations.

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Q: What is HTC Digital Cable?

HTC Digital Cable is an area leader offering a wide variety of cable, digital cable and premium packages. HTC Digital Cable's line-up offers more than 200 networks, including award-winning movie channels, Pay-Per-View Movies and Events, and 46 CD quality music channels.

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Q: Where is HTC Digital Cable available?

HTC Digital Cable is offered through most of Horry County and part of Georgetown County. To determine if cable is available in your area, please call our Customer Care Department at 843-365-2154.

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Q: What networks does HTC Digital Cable offer?

HTC Digital Cable offers more than 200 networks in a variety of categories including local, news, sports, movies, music, business, children's, family and more. Visit our Channel Line-up section for a complete list of available networks.

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Q: How does HTC Digital Cable choose the networks it carries?

HTC Digital Cable's goal is to maintain a line-up that offers quality programming while keeping competitive rates. There are many different factors that contribute to the selection of programming for HTC Digital Cable. In general, some of the deciding factors are cost, subscriber demand, ratings, financial availability of the company offering the channel, availability of open channels on our cable system and whether or not there are similar channels on our line-up.

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Q: How do I request a network not currently in my line-up?

Network request help us make decisions when we are able to add or change our line-up. You may submit your request by calling our Customer Care Department at 843-365-2154 or visit the Contact Us section of this site.

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Q: How do I block out networks that I do not want to receive?

Customers can have networks removed from their cable line-up by using the parental control feature available on HTC Digital Cable set-top boxes. For more information on Parental Controls, refer to the Digital Cable section.

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Q: What is the difference between cable and satellite?

Cable provides some distinct advantages over satellite. Here are just a few of the advantages that cable offers:

Local Networks - HTC Digital Cable brings you local broadcast networks with local news, weather, sports and network programming at no extra charge. With Satellite, if available, you may pay extra for local networks.

Local Company - When looking for convenient customer service and professional installations, HTC Digital Cable is the local company that has been serving residents of Horry and Georgetown Counties for over 50 years. The closest customer service representative with satellite may be in another state!

Reliability - With cable, you won't experience reception problems such as "rain fade" that are commonly experienced by satellite users.

No Annual Contract - HTC Digital Cable does not require you to sign any term contracts for standard services. Most satellite companies require at least a one to two year contract and may charge you an early termination fee if you disconnect before your contract expires.

Multiple TV connections - With cable, if you have cable outlets installed to more than one TV in your house, your family can watch a different network on each TV set at the same time. With satellite, you have to purchase an additional receiver for each TV and often pay an extra per outlet charge.

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Q: Does HTC Digital Cable disclose my information to others?

HTC Digital Cable considers your personal information to be confidential. The Cable Act authorizes HTC Digital Cable as a cable operator to disclose personal information concerning any subscriber for the following purposes if the disclosure is:

  •     Necessary to render or conduct a legitimate business activity related to the cable service or other services provided to the subscriber.
  •     Required by law or legal process.
  •     Names and addresses of subscribers for "mailing list" or other purposes.

The Cable Act of 1992 prohibits HTC Digital Cable from disclosing personal information concerning subscriber for any purpose other than those listed above without the subscriber's prior written or electronic consent.

These kinds of disclosures typically involve billing and collections, administration, surveys, marketing, service delivery and customization, maintenance and operations, and fraud prevention. We may also collect, use and disclose information about you in non-personally identifiable or aggregate formats, such as ratings surveys and service usage and other statistical reports, which do not personally identify you, your particular viewing habits, or the nature of any transaction you have made over the cable system.

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Q: Does HTC Digital Cable track what I am watching and report that information?

No. HTC Digital Cable respects the privacy of each of its customers and does not track individual viewing habits.

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Q: What is a Cable Ready TV?

Televisions manufactured in the early 90s and labeled "cable ready" tend to have limited channel capacity ranging from 0 to 30 or 40 channels. In cases where your television will not receive more channels, a set-top box from HTC Digital Cable will be necessary to receive networks located on higher frequencies. Televisions manufactured in 1996 and later were built with increased channel capacity, capable of receiving as many as 130 channels. To determine if your current television is cable ready with the desired channel capacity, consult the user guide that came with your television.

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Q: What is Cable theft?

Cable theft is the unauthorized interception and/or receipt of any communications service offered over a cable system without the consent of the cable operator. Cable theft usually occurs when an individual knowingly and willfully makes illegal physical connections to a cable system or alters or installs any unauthorized equipment so that the cable signal can be received without the authorization or knowledge of a cable operator.

Any unauthorized person who intercepts or receives communications provided over a cable system may be penalized under the Cable Communication Policy Act of 1984 [47 C.F.R. 553(c)]. This includes the theft of audio, video, textual data, and any other service. The law applies to manufacturers and distributors of equipment as well as to individuals. Parties found guilty of cable theft are subject to both civil and criminal penalties, which may include substantial fines and/or time in prison.

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Q: What is digital cable?

HTC Digital Cable is a brand new way for HTC to deliver television signals to your home. Digital technology enables HTC to "compress" its signals, thereby providing you with high-quality picture and sound. You will also have access to convenient onscreen programming, more value, increased viewing opportunities and more.

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Q: What is a digital set-top box?

A digital set-top box is a powerful computer that receives cable input and processes multiple channels into a single frequency so that sound and images can be viewed on your television. When a digital set-top is attached to your TV, you will be able to watch digital channels. The digital set-top also authorizes customers' TVs to receive all of the cable channels that they are entitled per their subscription choice.

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Q: Do I have to have a digital TV to receive HTC Digital Cable?

No. With HTC Digital Cable, you will subscribe to a set-top box that modifies the incoming digital signal so that it can be viewed on your current TV.

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Q: Do I need a separate set-top box for every TV?

No. You can choose to put a digital set-top box in just one room in your home or every room. In rooms that do not have the box, you will be able to receive the Basic and Plus Cable Packages but you will not have access to receive any digital service or premiums.

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Q: Where is HTC Digital Cable available?

HTC Digital Cable is available throughout our entire cable system and is available to all our cable customers.

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Q: How do I upgrade to HTC Digital Cable?

It easy to sign-up for HTC Digital Cable. You can sign up for service by calling our Customer Care Department at 843-365-2154 or by visiting any of our 9 retail locations.

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Q: Is HTC Digital Cable installation free?

Yes. When you sign-up for HTC Digital Cable, you will receive a free standard installation. Your free installation includes activation of one cable outlet, connection of the digital set-top box to your TV and instructions on using your new set-top box. Our installers will also hook up equipment such as VCRs, DVR players and receivers to the digital set-top during the installation ($35 charge for additional visit). Setting optimal speaker settings, locations and other functions of your external equipment are not included in the free installation.

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Q: How do I hook up external components such as a VCR, DVD Player or Stereo to my digital set-top box?

Hooking up external components to your digital cable set-top is easy. For more information, please refer to the Users Guides section for hook-up diagrams.

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Q: Do I need a set-top box to receive premium channels?

Yes. Digital programming packages and premium services such as HBO, Showtime, Cinemax or STARZ! signals are scrambled in transmission to your home. When you order a premium service to be added to your account, you are then authorized to view the programming on that channel(s). The digital set-top box descrambles the signal, allowing you to enjoy your digital or premium services.

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Q: How do I find my favorite channels?

With HTC Digital Cable, it's easy to find your favorite channels. With the i-Guide onscreen programming guide from TV Guide you can search by start time, channel, or area of interest. Just point and click. For more information, refer to the i-Guide Reference Manual.

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Q: How do I filter out adult content?

By using the Parental Control feature, you can restrict viewing and purchases of TV programming based on your viewing preferences. Click HERE for instructions on setting up Parental Locks.

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Q: How do I program my remote?

Your digital cable remote is a universal remote that can control your TV, DVD Player or VCR, Stereo Receiver and digital set-top. To set up your remote control, refer to the instruction listed in the i-Guide reference manual.

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Q: What are digital music channels?

Digital Music is one of the greatest benefits of HTC Digital Cable. HTC Digital Cable offers 46 commercial-free, CD-quality music channels in a variety of categories from 70's Rock to Jazz, Classical to Country and more. It's all there, and best of all, these channels are included at no additional charge when you subscribe to either the standard or Digital Video Recorder set-top box.

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Q: Do I have to be home when HTC installs a digital set-top box?

Yes. To ensure that you receive clear reception, the digital set-top is installed properly and your installation is completed to your satisfaction, we ask that the primary account holder or another authorized party on the account be home during the scheduled installation. The installer will also present a work order that contains terms and conditions and requires a signature.

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Troubleshooting

Q: Why does my Digital Cable remote not work?

To operate the set-top box, the digital cable remote must be in the cable mode. To put the remote in the cable mode, do the following:

  1. Press CABLE and try to change the channels. If this does not work, try step 2.
  2. Take the batteries out of the remote, put them back in and try again. If the remote still does not work, proceed to step 3.
  3. Press the upward triangle button on the front of the set-top box. If the channel changes, proceed to step 4.
  4. Replace the batteries in the remote. If this does not correct the problem, the remote may need to be replaced. Please call HTC Repair at 365-2186 or 611 from any HTC telephone or stop by any of our 9 retail locations.
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Q: What do I do if my reception is bad?

If you are having problems with your cable reception:

  • Check all cable connections to make sure they are tight.
  • Check all wires for fraying or any other damage, such as animals chewing on the wire or furniture sitting on the line.
  • Make sure that your TV is on the proper channel to work with your set-top box and/or VCR. In most cases, this is either channel 3 or 4.

If the reception is still not good after trying the above steps, please call HTC Repair at 365-2186 or 611 from any HTC phone to report the problem. Please make sure to give the HTC representative as much information as possible (any recent digging in your area, neighbors experiencing similar problems, double images on any channels, any HTC work vans in your area, etc.) when reporting your problem. This information will help the HTC representative identify the potential cause of the reception problem you are experiencing.

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Q: My guide has locked up and none of the buttons on the set-top or remote control will work. What should I do?

Try unplugging the set-top box and then plugging it back in. This will reset the set-top box and allow for data to be downloaded. It will take some time for the information to appear. If there is still a problem after the information has appeared, please call HTC Repair at 843-365-2186 or 611 from any HTC telephone.

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Q: What do I do if my TV set has poor color?

Most TV sets come with color and tint controls. These controls can be adjusted to the personal preference of the viewer. Please refer to your TV's User Manual for directions on changing these settings.

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Q: Why are no listings in the guide, or the words "To Be Announced" appearing on the listings screens?

If there is a power failure or your set-top box was unplugged, the set-top box can loose the program information. Once power is restored, wait about 15-30 minutes and the channels and program data will begin to reload.

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Q: Why does the information on the listings not match what is showing?

Although your onscreen programming guide, i-Guide, checks all data thoroughly before it is sent to your home, programmers do sometimes change their schedules at the last minute without notification.

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Q: What are Sun Spots and Flares?

Sun spots are dark spots that move across the surface of the Sun, expanding and contracting as they move. This dark area is a temporary concentration of the Sun's magnetic field. A flare is the release of the magnetic energy from the area of the sun spot. If this magnetic energy reaches the earth, it can affect electronic equipment such as satellites and other equipment used in the telecommunications industry. It can also affect RF transmissions such as cable TV and can affect electrical power grids.

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Q: Why is a red light showing on my digital set-top box?

The red light on your set-top box indicates that you have a message from HTC Digital Cable on your set-top box. To view the message, select MENU on your remote control. Use the arrow key to highlight MESSAGES and then press okay. After reading the message there will be an option to keep or delete the message. When you delete the message, the red light will disappear.

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Q: What is a Solar Outage?

A solar outage is a common and predictable phenomenon that happens twice each year (March and October). Solar outages can cause your signal to be unusable for short periods of time. These outages may last from 5-10 minutes each day for a 10 to 14 day period.

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Digital Video Recorder (DVR)

Q: What is a DVR?

A DVR from HTC Digital Cable is the latest in digital TV receivers that allows you to store TV programming on a hard disk, enabling you to store shows easily and access this programming at any time. The DVR acts like a souped-up VCR, except that there is no videotape. It records in digital format and offers more sophisticated recording options and playback features like the ability to:

  • Pause, rewind and fast-forward live TV and resume watching when you want.
  • Record multiple hours of TV without a VCR.
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Q: How many hours can I record on my DVR from HTC Digital Cable?

The recording capability will depend on the video format that is being recorded, but you can enjoy hours upon hours of recorded programming.

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Q: How many tuners does the HTC Digital Cable DVR set-top box have?

The HTC Digital Cable DVR set-top has two tuners so you can record two channels at the same time, record one channel and watch another, or record two channels and watch a 3rd program from your DVR recordings library.

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Q: Is HTC Digital Cable DVR service available in my area?

HTC Digital Cable DVR service is available anywhere that HTC Digital Cable provides cable service. Please call 843-365-2154 to see if cable service is available in your area.

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Q: Do I need any special equipment to use the HTC Digital Cable DVR set-top?

No. The HTC Digital Cable DVR set-top will hook-up to your existing TV and does not require any special equipment.

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High Definition Televisions (HDTV)

Q: What is HDTV?

HDTV is no longer just a mirage, shimmering on the horizon. Lots of people are already enjoying its crystal-clear picture and sound. And once you've seen HDTV's sharp detail, lifelike depth and vivid colors, you'll also be amazed. HDTV owners swear that high-definition viewing is like looking through a window.

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Q: Where is HTC HDTV available?

HTC HDTV service is available anywhere that HTC Digital Cable provides cable service. Please call 843-365-2154 to see if cable service is available in your area. Not all HD packages are available in all areas.

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Q: What do I need to get HDTV from HTC Digital Cable?

You will need an HDTV or HD-Ready Television. You will also need component video (RGB) cables and audio cables to connect our set-top. These cables are available for purchase for $14.95 as part of HTC Digital Cable's cable kit.

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Q: What HDTV programming does HTC Digital Cable offer?

With HTC Digital Cable, you have access to over 50 High Definition networks. Most HD networks are free with the subscription to the package containing the standard channel and an HTC Digital Cable HD/DVR set-top box.

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Q: Is digital cable the same as HDTV?

No. HD is the new standard of television technology. It provides up to 1080 lines of resolution compared to the 480 lines of resolution on standard digital service. HDTV offers wide-screen picture viewing with quality similar to 35mm film along with compact disc (CD) sound quality. From a viewer's perspective, High Definition translates to better visual and acoustic enjoyment when watching TV. Wide screen is defined as 16:9 ratio of width to height. An analog TV has a 4:3 ratio.

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Q: If I already have an HD Television do I still need the HTC Digital Cable HDTV/DVR set-top box?

If your HD Television already has the built in HD tuner, you can receive the HDTV Local Tier from HTC Digital Cable without having to have a set-top box. To receive the HDTV Tier or HDTV Premiums, you will need the HTC Digital Cable HDTV/DVR set-top box.

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Q: If I have an HDTV set-top from HTC Digital Cable, will I receive all programming in High Definition?

No. Not all shows or networks are offered in High Definition. Even some of the HD channels are only broadcasting a portion of their programming in High Definition.

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Q: Where are the HDTV channels located?

HTC Digital Cable has located all HDTV channels in the 600, 700 and 800 channel range. For specific information on channel locations, please refer to the Channel Line-up section.

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TV Everywhere

Q: What is TV Everywhere?

TV Everywhere keeps you connected to some of your favorite programs from participating programmers on your laptop, iPhone, iPad, Android Smartphone and Xbox.  With an HTC Digital Cable TV Everywhere username and password, you have access to some of the best shows, movies and live streams of networks available.  Please click here for a list of available networks.

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Pay-Per-View Movies and Events

Q: How do I order a movie or event?

It's easy to stay home and watch movies and events with HTC Digital Cable Movies and Events. Just tune to channel 500 daily for sneak previews and up-to-the-minute schedules of what's on each month. Then go to the PPV Time or Title listings menu and just choose and click the movie or event you want to watch using your remote. Then follow the onscreen instruction to purchase. All that is left is to sit back and enjoy.

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Q: How do I cancel a movie or event purchase?

Before the beginning of the movie or event starts, highlight the ordered program in any of the listings menus, and then press OK. Highlight the Cancel option and press OK.

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Q: What are Purchase Codes?

A Purchase Code is a personalized 4-digit PIN that allows you to restrict ordering of programming purchases. Once the purchase code is set, only individuals with the code will be allowed to order any movies or events.

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Q: How do I set Purchase Codes?

To set Purchase Codes, select Setup from the Main Menu, Select PINs Setup and then follow the onscreen prompts to setup, clear or change your PINs.

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Q: If I miss an ordered movie or event will I still be charged?

Don't worry. With our digital set-top boxes, you will only be billed if you tune to the channel of the ordered movie or event while it is playing. However, keep in mind that if you turn to the channel, even for a second, you will be billed.

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Q: I tried ordering with my remote and received a message to call?

In some circumstances, blocks may have been placed on your set-top box. If this happens, you may still order your movie or event by calling the number on the screen.

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Q: I'm being billed for a movie that I did not order. What should I do?

If you believe that you are being billed for movies or events that you did not order, you will need to contact HTC to determine what the problem may be. You may also want to set up a Purchase Code (See i-Guide Reference Manual).

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Q: If I order a movie or event will it show up on all set-top boxes in my home?

No. The movie or event ordered will only appear on the box that it was ordered.

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Video On Demand (VOD)

Q: What do I get with HTC Digital Cable On Demand?

With HTC Digital Cable On Demand you get a library of hundreds of On Demand movies and shows from networks* like Cartoon Network, Food Network, HGTV, History, Travel Channel, Exercise TV and more. Many of these movies and shows are FREE. You also get the convenience of new-release movies right on your TV and ready to start anytime you want. You can also watch them as often as you like within 24 hours of the initial purchase.

*Subscription to associate channel required to view On Demand programming from that channel.

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Q: What is HTC Digital Cable On Demand?

HTC Digital Cable On Demand allows you to enjoy thousands of shows and movies whenever you want - many are FREE. You get instant access to some of your favorite cable shows, kids programming, music, sports, movies, and more. You can also play, pause, rewind, and fast-forward most shows from the On Demand menu anytime, without a VCR or DVD player.

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Q: How do I access HTC Digital Cable On Demand?

You may simply go to Channel 1, where you will be directed to the HTC Digital Cable On Demand main menu. You may also access HTC Digital Cable On Demand through the main menu by pressing the On Demand button or by pressing the VOD button on your remote.

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Q: Does it cost anything to go into HTC Digital Cable On Demand?

No. Accessing and browsing the On Demand menu is included at no additional charge with your HTC Digital Cable set-top box subscription. HTC Digital Cable On Demand includes hundreds of movies and shows - many are FREE. New release movies, adult programs, special events and other shows may carry fees, please check your on screen guide before ordering. Any programs that carry a fee will have a confirmation screen before they begin confirming your order. HTC Digital Cable On Demand services are not available in all areas.

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Q: Do I get my premium services On Demand with my subscription to HBO, Showtime, Starz, or Cinemax?

Yes. HTC On Demand offers you the convenience of watching your premium channel movies anytime you want at no additional charge. Many premium channels also offer hit series and other programs On Demand if you missed the original premiere or you want to catch up on past episodes.

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Q: How do I know if there will be a charge for a HTC Digital Cable On Demand program?

The program fee will appear on screen, and you will always receive an order confirmation box before the start of any program that carries a fee, asking you to confirm your purchase.

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Q: Will I be billed for HTC Digital Cable On Demand programs that carry a fee?

Yes. If you rent a HTC Digital Cable On Demand program for a fee, the purchases will be added to your monthly HTC bill, and the program title will be listed for your reference. Free content will not be shown on your monthly bill.

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Q: Can I stop my movie or show and go back to it later?

Yes. If you stop your show and want to come back to it later, it will automatically be saved in the My Rentals folder on the main On Demand menu. You can restart or resume your movie anytime within 24 hours from the original purchase at no additional charge. Some movies will be available for 36 hours.

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Q: Are new shows added often to HTC Digital Cable On Demand?

Yes. New shows are added often, so you can check back to the menu frequently and see what's new.

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Q: How do I go to the previous On Demand screen?

To get to the last On Demand screen, press the "Last" button on your remote.

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Q: Can I pause, rewind, and fast-forward HTC Digital Cable On Demand programs?

Yes. Use the arrow keys or the play, pause, rewind, and fast-forward buttons on your remote. Most shows and movies will allow you to rewind. The Fast Forward feature is disabled on some programs due to contract requirements.

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Q: Are Parental Controls available for HTC Digital Cable On Demand?

Yes. Any Parental Controls you have set will also work for On Demand.

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Q: What if I am having trouble with my HTC Digital Cable On Demand?

Due to traffic on the On Demand platform, HTC Digital Cable On Demand may be unavailable for a short period of time. Please try accessing HTC Digital Cable On Demand again in a few minutes. If you are still unable to access HTC Digital Cable On Demand, please contact our repair department at 611 from any HTC phone or at 843-365-2186.

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Q: Will a disruption to my HTC Digital Cable On Demand service affect the rest of my cable service?

No. You should be able to enjoy the rest of your cable channels without interruption.

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Encryption/All Digital

Q: What does the new FCC order allowing encryption of the Basic Service Tier mean?

In 1994, the FCC implemented the requirements that prohibited a cable operator from scrambling or encrypting signals carried on the basic tier of service. The rule was recently amended to now allow, but not require, cable operators to encrypt the basic service tier in all-digital cable systems if they comply with certain consumer-protection measures.

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Q: What is the Basic Service Tier?

Basic Tiers may vary among cable operators, but the general channels that may be included are: broadcast signals, preview guides, locally distributed leased access channels, governmental and education access channels, home shopping networks and religious networks. Basic tiers typically do not include satellite-delivered cable networks such as ESPN, USA, etc.

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Q: What is an all-digital cable system?

In the mid-1990's, cable operators began to upgrade their systems to offer digital cable service in addition to analog cable services. Digital Cable service provides a higher quality video signal in addition to taking up less spectrum to provide the same serviced. More recently, many cable operators have transitioned and removed all their Analog cable signals. This more efficient method allows for higher-speed Internet access and increased high definition programming. After a cable operator transitions to an all-digital system, customers will need a set-top box or retail CableCARD device in order to receive all channels.

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Q: Does this new order affect me as an HTC Digital Cable customer?

This new order does not have any immediate impact on HTC Digital Cable customers. HTC Digital Cable is currently a hybrid cable system that offers both Analog and Digital services. All digital channels that are part of the Basic service tier are currently available unencrypted, so televisions or other retail equipment with a digital QAM tuner are able to pick up these services without need for a set-top box.

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Q: Will HTC Digital Cable go All-Digital?

At some point in the future, HTC Digital Cable will begin a process to become all-digital. All-digital cable systems provide more efficient service in addition to freeing up spectrum to offer new and improved products and services in addition to higher-speed Internet access and increased high definition programming. When HTC Digital Cable begins this process, you will be notified with further information.

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Q: When HTC Digital Cable is all-digital, will the basic service tier be encrypted?

The new FCC order would allow HTC Digital Cable to encrypt the basic service tier as long as it complied with certain consumer-protection measures. Encryption of the basic service tier provides benefits to HTC Digital Cable by reducing the number of truck rolls associated with activating service and also to consumers by significantly reducing the wait time for service appointments to activate and deactivate cable service. HTC Digital Cable has made no decision at this time to encrypt the basic service tier and further evaluation will be needed once HTC Digital Cable is all-digital.

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Q: What consumer-protection measures are required if a cable operator encrypts the basic service tier?

Cable operators that choose to encrypt the basic service tier are required to provide the following consumer protection measures (1) offer basic only customers two free set-top boxes without charge for two years (2), one set-top box to advanced tier customers for one year without charge, or (3) two set-top boxes to Medicaid basic only customers for five years without charge. These only apply in cable systems that encrypt the basic level of service.

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Q: Can cable operators encrypt other service packages?

Yes. Most cable agreements with programmers for channels included in all packages other than the basic service tier require the cable operators to encrypt that programming as a condition of carriage. This requirement also ensures that only those customers that have paid for a service will receive the service. The new FCC rule does not affect encryption of these packages, nor make any requirement for free or reduced equipment rates.

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