How Can We Help You?

Internet
Internet

Learn how to improve your internet speeds, test your current connection, and find a wealth of information on setting up and using your email portal.

  • Documents
  • Questions

How do I view an Email in a separate window?

Select the Email you would like to see in a full screen. Select the detach icon on the top tool bar.

Will Macintosh browsers work on the new portal?

Our portal and Email client is developed to operate on IE/Firefox. Safari customers may therefore experience some rendering issues on the portal and may not access webmail due to the java handling of the browser. Our recommended solutions for these users are:

  • Recommend downloading Firefox
  • Set up MAC Mail for Email access

How do I mark an Email message as SPAM?

Highlight it and click Junk on the toolbar. The Email is moved to your Junk folder and the spam-training filter is taught that the mail is junk.

Can I only use Webmail with the new Email?

No! You can use webmail or any email program. Our email settings did not change. Follow the set up instructions and you can use Outlook, Outlook Express, Vista Mail or any other Email software you would like.

How do you single space when composing an Email?

Pressing enter on your keyboard.

Internet Technical Support

Chester: 581-2180
Lockhart/Union: 545-2180
Camden: 1-888-553-2500
Winnsboro: 712-9751

Video
Video

View our complete channel lineup, get help with using your remote, and find tips and user guides for your DVR player.

  • Documents
  • Questions

Why are you making the change to all digital?

Our goal is to provide our customers with an advanced, competitive channel line-up and video offering. We are upgrading our network to provide channels in a digital format with digital-quality signals on all TVs connected to TruVista service. This migration will improve picture quality and allow us to offer more HD choices. In addition, our enhanced network will enable us to deliver faster Internet access speeds and enhanced home phone service.

What is a HD-DTA (Digital Transport Adaptor)?

In order to get the benefits of our system upgrade, you will need to have either a HD-DTA or a set-top box on each TV that you wish to receive channels. A HD-DTA is a small black box that converts your signal and allows you to view channels in a digital format.

How long should it take to install a HD-DTA?

The installation takes no more than 10 minutes. Installation instructions are included in the box with your HD-DTA. You can also find a step-by-step installation instructional video at https://vimeo.com/267301031

Is TruVista's Digital upgrade the same as the FCC DTV Transition?

No. Separate from the nationwide FCC over-the-air digital television transition, TruVista is in the process of upgrading our analog service to digital.

What do I do if the HD-DTA “freezes”?

If the HD-DTA freezes or becomes inoperable, unplug the power cord from the HD-DTA for thirty seconds, then reconnect. This will reset the device.

Do I have to use the remote that comes with the HD-DTA?

No. Most TV remotes can be programmed to work with cable boxes. Please reference the instructions that came with your TV. You may use the code for a Motorola Set Top box listed on the remote instructions that came with your television.

How will this change affect my viewing of TruVista Video Services?

If you do not already have a HD-DTA or converter box from TruVista, you will need to obtain one to view your channels.

Why do I need a HD-DTA Converter Box?

The HD-DTA converter box allows an analog TV to show digital channels. TruVista is migrating all channels. Thus, you will not see those channels without a set-top box or HD-DTA. Any TV connected directly to the coax cable will no longer be able to receive your cable programming. Thus, we encourage you to get a HDDTA for each TV.

Can I connect a Digital Converter box to a SmartTV?

Yes. You can connect a Digital converter box from TruVista to any Cable Ready TV.

How much will the Digital converter box cost?

During the digital expansion, customers who currently do not have any set-top box/converter equipment may receive up to two HD-DTAs at no charge for the first 24 months. Additional HD-DTAs can be added to the account for $4.99 each per month.

Customers who currently have one converter may receive one additional HD-DTA at no charge for 24 months. Additional HD-DTAs can be added to the account for $4.99 each per month.

New customers and customers who currently have two or more converters can get additional HD-DTAs for $4.99 each per month.

TruVista also offers HD set-top boxes, DVRs and Whole Home DVR. Please call customer care at 800.768.1212 for more information about our video offerings.

What is the difference between a set-top box and a HD-DTA?

A set-top box is a more advanced tuner that gives you a program guide and access to Pay-Per-View.

How do I get my Digital converter box?

Call Customer Care for home delivery of a HD-DTA or visit your local TruVista retail location for pick-up. If you would like us to send a professional installer to your home to install the HD-DTA or a set-top box, we will be happy to schedule that appointment.

How do I install my new TruVista Digital Migration Equipment?

When you receive your new Digital Migration equipment, you will also receive instructions on how to install the equipment. You can also find a step-by-step installation instructional video at https://vimeo.com/267301031. For further assistance with your installation, please call 1-800-768-1212.

What will happen if I don't do anything for the Truvista Digital Migration?

When each market is converted to all-Digital, any analog TV that does not have a HD-DTA will no longer be able to receive cable channels.

What do I do if my TruVista Digital Adapter (HD-DTA) Remote Control is not working?

If your Digital Adapter remote control isn't working properly:

  • Make sure you have programmed the remote control for your TV using the steps and the codes included in the TruVista Remote Control Guide.
  • Make sure your batteries are working; replace if necessary

How do I Connect a Digital Adapter (HD-DTA) to a High-Definition TV (HDTV) to Continue Receiving Broadcast HD Channels?

If you have an HDTV, you should already have received an HD Set-Top box and should not need a HD-DTA.

If you have HDTVs that you are using without an HD set-top Box, then you may choose to either add a box or follow the instructions below.

To continue receiving broadcast HD channels with a feed directly to your HDTV, you will need:

  • HD-DTA
  • Splitter
  • Coaxial cable (x5)
  • A/B switch
  • To install:
    1. Connect one end of a coaxial cable to the wall
    2. Connect the other end of that coaxial cable to the IN of a splitter
    3. Connect a coaxial wire to the OUT of the splitter and to the IN of the A/B switch
    4. Connect a coaxial wire to the OUT of the splitter and to the IN of the DTA
    5. Connect a coaxial wire to the OUT of the DTA and to the IN of the A/B switch
    6. Connect a coaxial wire to the OUT of the A/B switch and to the IN of the television

To watch Limited Basic or broadcast HD channels, set the switch for the A/B switch to the correct setting (for example: 'B'). To watch any Expanded Basic/Starter channels in digital format, set the switch for the A/B switch to the correct setting (for example 'A').

*Please note: Some HDTVs may have two (2) RF inputs. If your HDTV has two RF inputs, you have the option of taking the output connections from the splitter and connecting them directly to the RF inputs of your TV, without using an A/B switch. You will need to select alternate inputs (RF1 or RF2) on your TV to switch between Limited Basic/Broadcast HD or Starter/Expanded Basic channels.

How do I connect TiVo to my Digital Adapter (HD-DTA) or Digital Set-Top Box?

Series1 or Series2 Single Tuner DVR:

You will need to connect your TiVo DVR to a Digital Adapter or a Digital set-top box from TruVista to continue receiving all of your channels. Please visit www.tivo.com or contact TiVo for instructions on how to set up your TiVo DVR with TruVista Digital set-top box.

Series2 Dual Tuner DVR:

You will need to connect your TiVo DVR to a Digital Adapter or a Digital set-top box from TruVista to continue receiving all of your channels. However, connecting to a DTA will not allow you to use the TiVo's dual tuner functionality. To enable dual tuner functionality, you will need to use a TruVista Digital set-top box and a cable splitter (included in the Series2 Dual Tuner package). Note: Only one tuner will receive your complete channel lineup - your second tuner will receive only basic channels.

Please visit www.tivo.com or contact TiVo for instructions on how to set up your TiVo DVR with a TruVista Digital set-top box.

What happens if I am disconnected for non-payment?

If you are disconnected for non-payment, your account will be billed for the cost of the equipment owned by TruVista. Your account will be billed for our cost of the HD-DTA or set-top box. If returned or if you reconnect your service, you will be credited back that amount. When you are disconnected for nonpayment, your screen will display a message for 5 minutes and then it will go black.

Why is the power button not working on my HD-DTA remote?

The power button on the remote is meant for turning on and off your TV, not the HD-DTA. The HD-DTA is always on.
Voice
Voice

View our TruConnect quick start guide and find all the information you need for setting up and using your new phone.

  • Documents
  • Video
Security
Security

Get info on how to set up and use your SmartHome Security System and find all the information you need about our TruTouch and TruAlert systems.

  • Documents
  • Video
Business
Business

Access your TruVista CommPortal, see our quick start references and guides, and view case studies for a variety of industries we’ve provided business solutions to.

  • Documents
  • Video

Internet

Video

Voice

    TruConnect Hosted Solution - Working with Rules
    TruConnect Hosted Solution - Call Manager
    TruConnect Hosted Solution - Network Based Contacts 2
    TruConnect Hosted Solution - Network Based Contacts 1
    Dashboard
    Voicemail & Faxes
    TruConnect Hosted Solution- Using the Commpotal Dashboard
    TruConnect Hosted Solution- Accession Communicator Soft Phone
    TruConnect Hosted Solution- How to use the Commportal
    TruConnect Hosted Solution- How to use Accession

Security

    Vista SmartHome Carbon Monoxide Detector
    Vista SmartHome Dual Path Connectivity
    Vista SmartHome PowerG Legacy Dual SRF
    Vista Smart Home Door & Window Sensor
    Vista SmartHome - Security System Encryption
    TruVista Fall Pendant
    Vista SmartHome Flood Sensor
    Vista SmartHome Security System - Garage Door
    VistaSmartHome Geofencing
    Vista SmartHome Glass Break Detection
    Vista SmartHome Hardwire Enclosure
    Vista SmartHome Indoor Camera
    Vista SmartHome IQ Remote
    Vista SmartHome Security Panel with LTE
    Vista SmartHome Motion Sensor
    Vista SmartHome Panel Camera
    Vista SmartHome PowerG
    Vista SmartHome Smoke Detector
    Vista SmartHome Smart Thermostat
    Vista SmartHome Tilt Sensor
    Vista SmartHome Z-Wave Plus
    Vista SmartHome Live View
    Vista SmartHome Live Answer
    Vista SmartHome Video Doorbell
    Lyric Security System - Making Your Home Safer
    Lyric Security System - Set Up Scenes
    Lyric Security System - Voice Commands
    Lyric Security System - photo notification
    Lyric Security System - Emergency
    Lyric Security System - Stay Safe
    Lyric - Control Your Life
    Lyric
    TruTouch with Total Connect Options
    Using Your TruTouch System
    Vista SmartHome Qolsy Panel Bluetooth Disarming

Business

    TruConnect Hosted Solution - Network Based Contacts 1
    TruConnect Hosted Solution - Network Based Contacts 2
    TruConnect Hosted Solution - Working With Rules
    TruConnect Hosted Solution - Call Manager
    TruConnect - Hosted Solution - Using phone remote
    TruConnect - Hosted Solution - How to use mobile conferencing

Internet

Q  How do I view an Email in a separate window?

Select the Email you would like to see in a full screen. Select the detach icon on the top tool bar.

Q  Will Macintosh browsers work on the new portal?

Our portal and Email client is developed to operate on IE/Firefox. Safari customers may therefore experience some rendering issues on the portal and may not access webmail due to the java handling of the browser. Our recommended solutions for these users are:

  • Recommend downloading Firefox
  • Set up MAC Mail for Email access

Q  How do I mark an Email message as SPAM?

Highlight it and click Junk on the toolbar. The Email is moved to your Junk folder and the spam-training filter is taught that the mail is junk.

Q  Can I only use Webmail with the new Email?

No! You can use webmail or any email program. Our email settings did not change. Follow the set up instructions and you can use Outlook, Outlook Express, Vista Mail or any other Email software you would like.

Q  How do you single space when composing an Email?

Pressing enter on your keyboard.

Q  Internet Technical Support

Chester: 581-2180
Lockhart/Union: 545-2180
Camden: 1-888-553-2500
Winnsboro: 712-9751

Video

Q  Why are you making the change to all digital?

Our goal is to provide our customers with an advanced, competitive channel line-up and video offering. We are upgrading our network to provide channels in a digital format with digital-quality signals on all TVs connected to TruVista service. This migration will improve picture quality and allow us to offer more HD choices. In addition, our enhanced network will enable us to deliver faster Internet access speeds and enhanced home phone service.

Q  What is a HD-DTA (Digital Transport Adaptor)?

In order to get the benefits of our system upgrade, you will need to have either a HD-DTA or a set-top box on each TV that you wish to receive channels. A HD-DTA is a small black box that converts your signal and allows you to view channels in a digital format.

Q  How long should it take to install a HD-DTA?

The installation takes no more than 10 minutes. Installation instructions are included in the box with your HD-DTA. You can also find a step-by-step installation instructional video at https://vimeo.com/267301031

Q  Is TruVista's Digital upgrade the same as the FCC DTV Transition?

No. Separate from the nationwide FCC over-the-air digital television transition, TruVista is in the process of upgrading our analog service to digital.

Q  What do I do if the HD-DTA “freezes”?

If the HD-DTA freezes or becomes inoperable, unplug the power cord from the HD-DTA for thirty seconds, then reconnect. This will reset the device.

Q  Do I have to use the remote that comes with the HD-DTA?

No. Most TV remotes can be programmed to work with cable boxes. Please reference the instructions that came with your TV. You may use the code for a Motorola Set Top box listed on the remote instructions that came with your television.

Q  How will this change affect my viewing of TruVista Video Services?

If you do not already have a HD-DTA or converter box from TruVista, you will need to obtain one to view your channels.

Q  Why do I need a HD-DTA Converter Box?

The HD-DTA converter box allows an analog TV to show digital channels. TruVista is migrating all channels. Thus, you will not see those channels without a set-top box or HD-DTA. Any TV connected directly to the coax cable will no longer be able to receive your cable programming. Thus, we encourage you to get a HDDTA for each TV.

Q  Can I connect a Digital Converter box to a SmartTV?

Yes. You can connect a Digital converter box from TruVista to any Cable Ready TV.

Q  How much will the Digital converter box cost?

During the digital expansion, customers who currently do not have any set-top box/converter equipment may receive up to two HD-DTAs at no charge for the first 24 months. Additional HD-DTAs can be added to the account for $4.99 each per month.

Customers who currently have one converter may receive one additional HD-DTA at no charge for 24 months. Additional HD-DTAs can be added to the account for $4.99 each per month.

New customers and customers who currently have two or more converters can get additional HD-DTAs for $4.99 each per month.

TruVista also offers HD set-top boxes, DVRs and Whole Home DVR. Please call customer care at 800.768.1212 for more information about our video offerings.

Q  What is the difference between a set-top box and a HD-DTA?

A set-top box is a more advanced tuner that gives you a program guide and access to Pay-Per-View.

Q  How do I get my Digital converter box?

Call Customer Care for home delivery of a HD-DTA or visit your local TruVista retail location for pick-up. If you would like us to send a professional installer to your home to install the HD-DTA or a set-top box, we will be happy to schedule that appointment.

Q  How do I install my new TruVista Digital Migration Equipment?

When you receive your new Digital Migration equipment, you will also receive instructions on how to install the equipment. You can also find a step-by-step installation instructional video at https://vimeo.com/267301031. For further assistance with your installation, please call 1-800-768-1212.

Q  What will happen if I don't do anything for the Truvista Digital Migration?

When each market is converted to all-Digital, any analog TV that does not have a HD-DTA will no longer be able to receive cable channels.

Q  What do I do if my TruVista Digital Adapter (HD-DTA) Remote Control is not working?

If your Digital Adapter remote control isn't working properly:

  • Make sure you have programmed the remote control for your TV using the steps and the codes included in the TruVista Remote Control Guide.
  • Make sure your batteries are working; replace if necessary

Q  How do I Connect a Digital Adapter (HD-DTA) to a High-Definition TV (HDTV) to Continue Receiving Broadcast HD Channels?

If you have an HDTV, you should already have received an HD Set-Top box and should not need a HD-DTA.

If you have HDTVs that you are using without an HD set-top Box, then you may choose to either add a box or follow the instructions below.

To continue receiving broadcast HD channels with a feed directly to your HDTV, you will need:

  • HD-DTA
  • Splitter
  • Coaxial cable (x5)
  • A/B switch
  • To install:
    1. Connect one end of a coaxial cable to the wall
    2. Connect the other end of that coaxial cable to the IN of a splitter
    3. Connect a coaxial wire to the OUT of the splitter and to the IN of the A/B switch
    4. Connect a coaxial wire to the OUT of the splitter and to the IN of the DTA
    5. Connect a coaxial wire to the OUT of the DTA and to the IN of the A/B switch
    6. Connect a coaxial wire to the OUT of the A/B switch and to the IN of the television

To watch Limited Basic or broadcast HD channels, set the switch for the A/B switch to the correct setting (for example: 'B'). To watch any Expanded Basic/Starter channels in digital format, set the switch for the A/B switch to the correct setting (for example 'A').

*Please note: Some HDTVs may have two (2) RF inputs. If your HDTV has two RF inputs, you have the option of taking the output connections from the splitter and connecting them directly to the RF inputs of your TV, without using an A/B switch. You will need to select alternate inputs (RF1 or RF2) on your TV to switch between Limited Basic/Broadcast HD or Starter/Expanded Basic channels.

Q  How do I connect TiVo to my Digital Adapter (HD-DTA) or Digital Set-Top Box?

Series1 or Series2 Single Tuner DVR:

You will need to connect your TiVo DVR to a Digital Adapter or a Digital set-top box from TruVista to continue receiving all of your channels. Please visit www.tivo.com or contact TiVo for instructions on how to set up your TiVo DVR with TruVista Digital set-top box.

Series2 Dual Tuner DVR:

You will need to connect your TiVo DVR to a Digital Adapter or a Digital set-top box from TruVista to continue receiving all of your channels. However, connecting to a DTA will not allow you to use the TiVo's dual tuner functionality. To enable dual tuner functionality, you will need to use a TruVista Digital set-top box and a cable splitter (included in the Series2 Dual Tuner package). Note: Only one tuner will receive your complete channel lineup - your second tuner will receive only basic channels.

Please visit www.tivo.com or contact TiVo for instructions on how to set up your TiVo DVR with a TruVista Digital set-top box.

Q  What happens if I am disconnected for non-payment?

If you are disconnected for non-payment, your account will be billed for the cost of the equipment owned by TruVista. Your account will be billed for our cost of the HD-DTA or set-top box. If returned or if you reconnect your service, you will be credited back that amount. When you are disconnected for nonpayment, your screen will display a message for 5 minutes and then it will go black.

Q  Why is the power button not working on my HD-DTA remote?

The power button on the remote is meant for turning on and off your TV, not the HD-DTA. The HD-DTA is always on.