Residential Support

Find answers to your questions about everything from data usage to how to reprogram your remote. If you can't find what you need here, please feel free to contact our support team.

Broadband

Digital Cable
  • Can I watch TV online?

    Yes! You can watch network programming online if 1) you're an existing WEHCO residential video subscriber, 2) you pay for the TV package that includes the network you're trying to watch content from online and 3) if that network offers their content online for viewing through an app or on their website.

  • If I disconnect my cable, how can I still watch my favorite shows and movies?

    There are a lot of video streaming subscription platforms that use your internet to access. 

    • PhiloTV  - Live TV, delivered over your broadband, that streams select channels to up to 3 different devices at a time, including Roku, Fire TV, Apple TV, Android TV.  Learn more about Philo here.

    Need something else to supplment Philo? Check out the list below to see a variety of other stream options!


    • Sling TV - Sling TV has two different channel packages each for $25 per month. Their Orange package has ESPN, and their Blue Package has other sports options. If customers want both packages, it is only $40 per month for nearly 60 channels. Free trial and promotional trial options are available at sling.com
    • Hulu TV - Hulu gives customers options as low as $6 per month for access to their streaming library, up to $45 per month for their streaming library plus live tv, with more than 60 channels of access to sports, news, and entertainment networks. Free trial options are available at Hulu.com
    • Playstation Vue - Playstation offers packages from $45 to $80 per month, with more than a hundred channels available with a specific sports add on package. This can be accessed online through various provider apps or directly through a playstation app if the customer owns a playstation.
    • YouTube TV - Youtube TV offers more than 70 channels for $50 per month, with DVR storage space. Local networks and sports are included in the package and they have add on packages for additional programming such as NBA League Pass, AMC, Starz, or Showtime.
    • Fubo TV - Fubo offers more than 90 channels for $55 per month, it is a very heavy sports focused streaming service, with a wider range of sports options than other services, such as more international and college sports, but it does not include ESPN as part of its line up. It also offers some Spanish programming options and add ons.
    • Amazon Prime - Many people get Amazon Prime memberships just for the deals on shipping and other shopping benefits, but included in the membership is access to their video library, which is extensive. The starting price is as low as $9 per month, and there are a lot of add ons at additional cost, such as children's programming packages, most of the major movie streaming platforms, and other various channel packages. They also have some limited access to NFL and NBA programming.
    • HBO Now - HBO's steaming platform is $14.99 per month and gives access to their entire library of original shows and movies, as well as the ability to watch new episodes live as they air.
    • CBS All Access - CBS airs some of the most popular series worldwide and for only $6 per month gives you access to their entire library of shows, the option to watch live, and access to exclusive internet content not available on network television like their recent Star Trek: Discovery series.
    • ESPN+ - for as little as $5 per month, customers get access to ESPN's live programming as well as a library of games and exclusive ESPN steaming content not available through traditional television providers. They also have add on packages available for additional sports programming.
    • Showtime - Showtime offers their entire library of original shows and movies for $11 per month plus the option to watch new episode live as they air.
    • Starz - For $9 per month, Starz offers their entire library of original shows and movies for $11 per month plus the option to watch new episodes live as they air.
    • Netflix - For as low as $8.99 per month, Netflix offers a huge library of movies, shows, and exclusive original programming only available on Netflix, including highly acclaimed Netflix original series
  • Do I need a digital receiver to pick up cable TV channels?

    Nearly all flatscreen HDTVs will be able to pick up our Standard Cable TV service in Standard definition without any additional equipment.  If your TV is an older model or does not have a built in QAM Tuner, you would need a DTA Digital Converter. If you would like to pick up HD channels, the Digital Val-U-Pak, or any of our Premium channels, you would need additional equipment, such as an HD Receiver or HD DVR.

  • Do I need a separate digital receiver for each outlet?

    To receive HD channels, Premium Channels, the Digital Val-U-Pak, and the On-Screen Program Guide on a specific television, you will need a digital receiver or DVR connected to that television.

  • What do I do if my picture is distorted?

    Check that your coaxial cable, HDMI, power and VCR/DVD connections are tight. If you have a DTA Digital Converter, verify that your TV is set to channel 3.

    If your picture is still distorted, please contact us at 1-800-903-0508


  • What is a CableCARD?

    A CableCARD is a device that consumers who own digital cable-ready TVs or other digital cable ready devices, such as a TiVo or other DVR, can receive from Resort TV Cable that allows for the descrambling of digital programming. The card is inserted into an authorized digital cable ready TV or set-top box and allows the descrambling of the signal. The card works in place of a traditional set-top box.

  • Can I watch a show I am recording before the recording is completed?

    Yes. You can either watch it live as it’s being recorded or you can rewind the program you are currently recording and watch it from the beginning while the recording continues.

  • Can I set up my DVR to record every episode of a specific program title?

    Yes! Your DVR lets you record multiple episodes of a program according to your preference by setting up a Series Recording. Select the program you wish to record, then press RECORD twice. Select the episode type to record, such as first-run only or all episodes. Specify how many recordings to save and how long to save the recording - until you erase it or until space is needed. To access advanced setup features like modifying the start and end times or specifying which channel to record, select View All Settings. Tip: Use Title Search to find all air times for a particular title. You can then set up individual recordings for any or all episodes – no matter what time or on what channel they appear.

  • Can my cable operator or another company track what I record with my DVR?

    No. What you choose to record with the DVR is confidential.

  • How does parental control work?

    The Parental Control feature allows you to block programs by channel, program rating (such as TV 14, TV MA) or time of day. You select the channels, ratings or times to block from the General Settings menu. You set up Parental Control and turn it on and off for each specific receiver by entering your Personal Identification Number (PIN).

    When you turn the Parental Control feature on, you cannot view blocked programs without entering your PIN code. A padlock symbol on the channel banner indicates that a channel or program is blocked, or that a part of the program is blocked by time or rating. You can turn off all Parental Control, or you can selectively unblock a single program, channel, or time period.

    When the Parental Control feature is off, an open or unlocked padlock symbol on the channel banner identifies each channel or program that would be blocked if the Parental Control feature were on. Our Digital set top boxes also have the ability to hide adult titles from the program guide listings.

    Learn more on how parental locks work with our Motorola cable boxes and DVRs.


  • What if I forget my parental control PINs?

    In this case, you can reach out to our customer service team and we can reset your PIN for you if need be.

  • I tried to order an on demand program and received an error screen that said, “unable to process request”. What does this mean?

    We do not currently offer On Demand programming through our cable service.

  • How do I reboot my cable set-top box?

    1. Unplug the power cable from the back of the cable box and wait 30 seconds.

    2. Plug the power cable back into the cable box; the box will reboot automatically.

    3. Wait for the time or channel to reappear on front of the cable box and allow the services to reset.

    4. Turn on the TV.


  • Where can I view or print my channel lineup?

  • What is 480i, 720p, 1080i and 1080p?

     Each of the numbers - 1080, 720, and 480 - indicates the number of vertical lines of resolution present in a video signal or that a television is capable of displaying. For example, a 1080p video signal has 1080 lines of information from the top to the bottom of the image. The more lines used to describe the image, the clearer and "higher-quality" it is. In the United States, there are three common standards of digital video quality: 1080i/p, 720i/p, and 480i/p.


    An HDTV can have as many as 1,080 lines of resolution compared to the 480 active line maximum seen on a traditional analog TV. While a traditional analog TV has a total of about 200,000 pixels, a high definition can have up to 10x as many, or 2 million pixels!


    The letters 'i' and 'p' stand for 'interlaced' and 'progressive'.


     Interlaced scanning is a broadcast process used in TV sets in which half the lines are transmitted as one field and the other half is transmitted as the second field.  These two fields are displayed sequentially to form an image.


    Progressive scanning is typically used by computer monitors. This scanning process paints all the horizontal scan lines on the screen at one time. Progressive scanning is also used for high definition broadcasts and DVD players.


  • What is HDMI?

    HDMI (High-Definition Multimedia Interface): HDMI is the next generation of DVI. The main difference between HDMI and DVI 1.0 is that HDMI adds audio to the DVI link and is a smaller connector. The HDMI interface will be backwards compatible to the DVI 1.0 interface, meaning that you can connect a set-top to an HDTV, where one has DVI 1.0 and the other has HDMI. Most new HDTVs have HDMI connections. Those that don't most likely are equipped with DVI, which is backwards compatible.



  • What is Aspect Ratio?

    Aspect ratio: the width of a picture relative to its height.  The most common aspect ratios are 4:3 and 16:9.  The majority of current analog and standard definition transmissions are 4:3. Virtually all high definition transmissions are in 16:9 aspect ratio, which is similar to the aspect ratio of a movie screen.

  • What should I do if channels are missing from my lineup?

    If there are channels that you expect to receive that are not coming in or showing a blank screen, there are several steps that you can take.  The first step is to determine whether you have a HD Receiver or HD DVR connected to your TV.  If so, if the channel is showing a blank screen or an error message such as “One moment please, this channel should be available shortly”, then you can try unplugging the power cord on the DVR or Receiver for a few seconds to reset the device.  If that doesn't work, just call our customer support line at 1-800-903-0508, and a customer service agent will be happy to assist you.  


    If you do not have a DVR or HD Receiver connected to the TV, and you are missing specific channels, the first step would be to run a channel scan on your TV.  Sometimes, minor fluctuations in the frequency that the channels are broadcast at can cause your TV to lose the location where the channel is broadcast.  The specific details of how to perform a channel scan can vary, based on your TV's manufacturer, but in general, you can follow the steps below and perform that scan.  


    1.  Using your television’s remote control, press the Menu or Settings option.

    Note: a “Smart TV” may have a smart button that must be used to access the settings menu.  It will generally have the manufacturer’s logo on it. 

    2.  Locate Channels or Tuner Set Up option. 

    3.  Check the menu for an option of Antenna Type or Connection Type followed by either Antenna or Cable.

    4.  Make sure that the designated setting is Cable (based on manufacturer, alternate choices may include Digital Cable, CATV or Cable STD). 

    5.  From the menu, choose Digital Channel Search (based on manufacturer, alternate choices may include Channel Scan, Channel Search or Autoprogram). 

    6.  Allow the TV to complete the search. You will see a bar listing how many channels have been found. The process may take up to an hour. 

    7.  Once complete, confirm the menu prompt, then press an exit or quit option. 


    Once you have completed your channel scan, check and see if the channels have come back in.  If you are still unable to locate the channels you expect, you can check our DOT lineup here for a list of alternate locations where you may be able to locate those channels.  If you are still having trouble, just contact our customer service center at 1-800-903-0508, and an agent will be happy to assist you.

  • What is a DVR?

    A Digital Video Recorder (DVR) is a cable receiver that is capable of recording programming for playback at a later time also known as Timeshifting. DVRs also offer these features:

    • Pause live programming for up to an hour allowing you to resume where you left off.

    • Record 2 programs simultaneously while also playing back a pre-recorded program.

    • Set the DVR to automatically record your favorite programming.

    • Instant Replay of live programming.

  • If I'm a renter, how can I add digital cable or broadband service?

    Download and complete this form which grants us permission by the owner to add an outlet and complete the installation.

  • How do I pair or program my remote?

  • How do I use my i-Guide?

    Click here to learn more about the new i-Guide.

Phone
  • How can I view my call history?

    You can access you phone records by visiting https://cablelynx.user.alianza.com/, to get access to your username and password please call 1-800-903-0508. You will be able see all incoming and outgoing calls that were made.

  • Does it cost to change my phone number?

    Yes there is a onetime charge of $15.00 to change your phone number.

  • Can I use my own modem with Cablelynx digital phone?

    Absolutely, However it will need to be a modem that is compatible with our services. Please see the list of compatible modems.

    Arris MG5225

    Arris TG1672

    Arris TG2472G

    Arris TG852G

    Arris TG862G

    Arris TM3402A

    Arris TM502A

    Arris TM504G

    Arris TM508A

    Arris TM512A

    Arris TM602A

    Arris TM602G

    Arris TM604G

    Arris TM608G

    Arris TM632A

    Arris TM722G

    Arris TM802G

    Arris TM804G

    Arris TM822A/S

    Arris TM822G

    Arris WTM522G

    Arris WTM652G

  • What features come with the phone?

    Each phone line is provided with call waiting, call forwarding, caller id, voicemail, three-way calling, call blocking, call return, do not disturb, anonymous call reject

  • Do I have to have internet services if I want to get phone services?

    No, internet service is not required to have the phone services

  • What area does long distance cover?

    Domestic United States excluding Hawaii & Alaska

  • Can I make/receive a collect call?

    No, collect calling is not available with our phone service. 

  • Can I keep my current phone number?

    Yes. In most cases you can keep your current phone number. If your number is transferable, we’ll help you bring it over to cablelynx. And because transfers usually take about 7-10 business days, we can give you a temporary phone number if you desire so you can start using the services sooner.

  • Is there a charge if I choose to be non-listed/non-published in the phone book?

    Yes, the charge is $3.00 a month to have the phone number non-listed/non-published in the phone book.

  • Can I use operator services or directory assistance to help find a phone number?

    Yes. However, there are additional fees to use these services. Each time the operator or directory assistance is dialed the charge is $1.00 each time. 

  • Can I have two phone numbers active on the same account?

    Absolutely. Adding a second line is simple and easy and the line can be used as a dedicated fax line if you desire.

  • How do I troubleshoot my eMTA?

Account & Billing Support
  • How do I manage my account online?

    To manage your account online you’ll need to set up online access for your account. View these instructions for assistance.

  • What sort of personal documents will I need to get services connected?

    You will need a social security number (or tax ID number), a working telephone number and your driver's license number (or state issued ID) in order to get services connected.

  • Do I need to be there for the installation?

    Yes. The account holder, or someone else on the account, must be present to show your photo ID. In the event you cannot be available, go into our local office to fill out a document called the "Equipment Release Form" so that a neighbor or friend, who is 18 years or older, can stand in your place.

  • Do I have to pay up front?

    The first month of service is due when the technician installs your services. You can pay this anytime before he arrives, or pay the technician directly. Your installation charges are not due at this time, but will show up on your first bill.

  • What is proration and how will this affect my bill?

    If you are wondering why your bill is more/less than normal, ask yourself three questions. 

    1. Is this your first bill?

     2. Have you made any recent changes to your Cablelynx services? 

    Or 3. Is this your last bill? 

    If you answered yes to any of those questions, your bill is probably prorated. Proration means to bill for the services that you have for the specific amount of time that you have them.

    On first bills, we bill from the date that the service started to the beginning of the closest bill cycle and then through that bill cycle, which is one month long. We do this to get you from your date of install onto one of our existing bill cycles. This means that first bills are generally for more than one month.


    After that, in order to get your bills to you well in advance of the due date, Fidelity bills generate before the actual dates of service. The bills generate with charges for the services that you have at the time we create the bill. If you make changes to those services, whether it is to increase or decrease them, those changes will not reflect until the next bill that prints. This means that the next bill will bill for a normal month of the existing services, but will have to either issue charges or credits for the part of the previous month that you had increased or decreased services.


    This also means that if we bill for a full month of service in advance, but a disconnect occurs in the middle of that month, we will issue credit for any previously billed service that falls after the date of disconnect.


CONTACT US
Customer Support Hours: Monday-Friday 7:30 AM-8:00 PM CT | Saturday 9:00 AM-8:00 PM

For Cablelynx Support

Call: (800) 903-0508

Service issues: Option 7

Business support: Option 4

Pay your bill: Option 1


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