ENJOY YOUR CABLE TV!

At Innovative, we want your TV experience to be as enjoyable as possible. We’ve included below some helpful tips and information on ways you can make sure you are getting the absolute most out of your Cable equipment and features. Not finding what you need? Submit a ticket to our online help center for one-on-one guidance.

 

 

Enjoy cable with friends

 

 

 

Cable Education IconCable Education Center

We have included a number of user guides and How-To videos to walk you through using your
Innovative Cable equipment and popular features, step-by-step.

 

 

EQUIPMENT

How to Program Your DVR

DCX3400 High-Definition DVR

Motorola DCS3400 High-Definition DVRThe Motorola DCX3400 Series High-Definition DVR is one of the most advanced interactive digital cable set-tops available today. Motorola has merged the extraordinary features of digital cable — the seemingly endless programming options, interactive program guides, Video on Demand (VOD), and commercial-free, CD quality music — with the flexibility of a dual tuner-digital video recorder (DVR) and the incredible picture quality and sound of High-Definition TV (HDTV).

Download the user guide

 

Click here to watch the How To's Video

 

 

How to Program Your Remote Control

This Motorola DRC-800 4-in-1 remote control can operate your set-top box and up to three other devices, such as a DVD player, an HD box, or an HD/DVR box.
To Program Your Universal Remote:

  • Manually turn on your TV (or device you want to control)
  • Press the TV (or device) button and hold for 5 seconds until the LED flashes twice. LED will remain lit.
  • Find the programming code for your TV (or device) in the code list and enter it using the Number Buttons.
  • The LED flashes once after entering each digit. If the code is accepted, the LED flashes twice after the last digit is and then turns off.
  • Point the remote control at the device and press the POWER button. If the device powers off, setup is complete. If not, repeat steps with a different code.

To Control Your Innovative (Motorola) Cable Box:

  • Follow same as above holding the ‘Cable’ button.
  • The code for your cable box should be either 1376 or 0476.
  • For a complete list of Programming codes (Click Here)

Click here to watch the How To's Video!

 

For more detailed programming instructions please see the manual that came with your remote.

 

How to Reset Your Cable Box
How to Reset Your eMTA

Please wait for instruction from Innovative Repair Service Personnel before performing any restart.

  • Turn modem on side to remove battery cover on bottom; slide battery out.
  • Disconnect power cord from the box, wait ten seconds, then reconnect the power.
  • The POWER, US (RECEIVE), DS (SEND) and ONLINE lights will start to blink along with your service lights (TEL and/or LINK).
  • Insert battery after all lights have stopped blinking.


**MODEL SBV5222/SBV5322: BE SURE  TO RE-INSERT BATTERY IN SLOT 1

 

 

FEATURES

Ordering PPV

To Order Pay-Per-View call our 24-Hour Automated Hotline: 340.776-VIEW (340.776-8439)

 

* IF YOU HAVE NEVER SETUP YOUR PIN:
Be sure to call 340.779.9999 (during regular business hours) to set up your Pay Per View PIN#
For security purposes this 4-digit Security PIN# will be REQUIRED when you call to order!

Setting Parental Controls

Parental Control Instructions to Lock a Channel

REMOTE CONTROL MODEL DCR-800 4 in 1REMOTE CONTROL MODEL DRC-8000REMOTE CONTROL MODEL GDTC-800
download instructions download instructions download instructions

Using the 'Guide' Menu

The Interactive Guide by Rovi, allows customers to view digital cable TV program information in a variety of formats - from listings to detailed information about specific shows. By using the digital remote, you can see what's happening on a specific digital cable TV program, and view in-depth TV program information at the same time. List digital cable TV programs by "themes" or categories such as football, cooking, or Pay-Per-View.

Watch TVEverywhere

 

 

Cable Trouble Center IconCABLE TROUBLESHOOTING CENTER

We have included a number of tips below to help you troubleshoot some of the most frequent Cable questions or problems quickly and easily.

 

 

 

PICTURE ISSUES

Snowy Picture

Note: If one channel is snowy,  it is usually caused by some sort of interference. If more than one channel is snowy,  it is frequently the result of loose connectors or cables.

 

  1. Verify connections
    • Are all connections secure and hand tight?
    • Are you using the proper connectors and color coding?
    • Are you using a Set-Top Box?  If so, is the cable coming from the wall connected to the "IN" jack on the cable box?

     

  2. Check the TV
    • Is the proper input selected (i.e., channel 3, Input 1, Input 2, HDMI, etc.)?
    • Are you using the proper connectors and color coding?

     

  3. Check the Set-Top Box
    • Is the power on?
    • Is the proper input selected?

     

  4. Call customer service at 340.779.9999 and then select the Cable TV service option.
  5. If you prefer you can fill out our online form and a customer service representative will be glad to call you back and assist. 

No HD

 

  1. Verify connections
    • Are all connections secure and hand tight?
    • Are you using the proper connectors and color coding?
    • Are you using a Set-Top Box?  If so, is the cable coming from the wall connected to the "IN" jack on the cable box?

     

  2. Check the TV
    • Is the proper input selected (i.e., channel 3, Input 1, Input 2, HDMI, etc.)?
    • Are you using the proper connectors and color coding?
    • Are you tuned to an HD Channel?
    • Is the program you are watching broadcast in HD?  This can be verified by visiting the program's website.

     

  3. Check the Set-Top Box
    • Is the power on?
    • Is the proper input selected?

     

  4. Reboot your Set-Top Box.

     

  5. Call customer service at 340.779.9999 and then select the Cable TV service option.
  6. If you prefer you can fill out our online form and a customer service representative will be glad to call you back and assist. 

Poor Reception

Note: The most common problems with reception have to do with connection issues.

 

  1. Verify connections
    • Are all connections secure and hand tight?
    • Are you using the proper connectors and color coding?
    • Are you using a Set-Top Box?  If so, is the cable coming from the wall connected to the "IN" jack on the cable box?

     

  2. Check the TV
    • Is the proper input selected (i.e., channel 3, Input 1, Input 2, HDMI, etc.)?
    • Are you using the proper connectors and color coding?

     

  3. Check the Set-Top Box
    • Is the power on?
    • Is the proper input selected?

     

  4. Check your VCR, DVD and/or game consoles
    • Are any of these devices connected to your TV?  If so, make sure to power those devices off.

     

  5. Check the cable splitter
    • Are you using a cable splitter?  If so, check to make sure it is the correct type.
    • To ensure the best performance with your digital cable signal, us a coaxial cable distributed by Innovative.  We offer coaxial cables in 2 foot, 6 foot, 8 foot and 10 foot lenghts.

     

  6. Call customer service at 340.779.9999 and then select the Cable TV service option.
  7. If you prefer you can fill out our online form and a customer service representative will be glad to call you back and assist. 

 

CHANNEL ISSUES

All Channels Out

 

  1. Verify connections
    • Are all connections secure and hand tight?
    • Are you using the proper connectors and color coding?
    • Are you using a Set-Top Box?  If so, is the cable coming from the wall connected to the "IN" jack on the cable box?
    • If you’re not using a cable box, is the cable coming from the wall connected to the "IN" jack on either your auxiliary devices (VCR, DVD player) or your TV?

     

  2. Check the TV
    • Is the proper input selected (i.e., channel 3, Input 1, Input 2, HDMI, etc.)?
    • Are you using the proper connectors and color coding?

     

  3. Check the Set-Top Box
    • Is the power on?
    • Is the proper input selected?

     

  4. Check for known outages at INNOVATIVE PRESS RELEASES
  5. Reboot your Set-Top Box
  6. Call customer service at 340.779.9999 and then select the Cable TV service option.
  7. If you prefer you can fill out our online form and a customer service representative will be glad to call you back and assist. 

Channel is Blank

 

  1. Verify connections
    • Are all connections secure and hand tight?
    • Are you using the proper connectors and color coding?
    • Are you using a Set-Top Box?  If so, is the cable coming from the wall connected to the "IN" jack on the cable box?
    • If you’re not using a cable box, is the cable coming from the wall connected to the "IN" jack on either your auxiliary devices (VCR, DVD player) or your TV?

     

  2. Check the TV
    • Is the proper input selected (i.e., channel 3, Input 1, Input 2, HDMI, etc.)?
    • Are you using the proper connectors and color coding?

     

  3. Check the Set-Top Box
    • Is the power on?
    • Is the proper input selected?

     

  4. Reboot your Set-Top Box
  5. You can fill out our online form and a customer service representative will be glad to call you back and assist. 
  6. Call customer service at 340.779.9999 and then select the Cable TV service option.

Missing Channels

 

  1. Verify connections
    • Are all connections secure and hand tight?
    • Are you using the proper connectors and color coding?
    • Are you using a Set-Top Box?  If so, is the cable coming from the wall connected to the "IN" jack on the cable box?
    • If you’re not using a cable box, is the cable coming from the wall connected to the "IN" jack on either your auxiliary devices (VCR, DVD player) or your TV?

     

  2. Check the TV
    • Is the proper input selected (i.e., channel 3, Input 1, Input 2, HDMI, etc.)?
    • Are you using the proper connectors and color coding?

     

  3. Check your channel lineup
    • Channel lineups vary by location.  Check cable listings for more information.
  4. Check the Set-Top Box
    • Is the power on?
    • Is the proper input selected?

     

  5. Check the cable TV (CATV) setting
    • Does the TV have a cable TV(CATV) function on the on-screen menu?  Set it to CATV.
  6. Check the auto-progamming settings.
    • Does the TV have an auto-program function?  IF so, is it activated?
  7. Reboot your Set-Top Box
  8. Call customer service at 340.779.9999 and then select the Cable TV service option.
  9. If you prefer you can fill out our online form and a customer service representative will be glad to call you back and assist.