Support At WesTel Systems, it’s our mission to ensure we provide you with as much support as possible. It’s important to us that your experience with any of our services is seamless and smooth. Which is why we’ve created the below table of contents to assist in answering some of the more commonly asked questions we’ve heard in the past. You will find answers to questions surrounding retransmission fees, TV troubleshooting, programming your remote with your TV, internet troubleshooting, telephone troubleshooting and more! Just scroll down and click the topic that seems closely associated to your question. If you’ve scanned through our below troubleshooting steps and still have questions, don’t hesitate to contact our local support team so we can help address your needs in a timely manner. Table of Contents FAQs Regarding Retransmission Fee TV Troubleshooting Program Your Remote to Your TV - DVR Remote & Big Button Remote Watch TV Everywhere FAQs Internet Troubleshooting How do I set up WesTel Systems Email on my portable device? Telephone Troubleshooting FAQs Regarding Retransmission Fee Select a question, below, to see the answer. Q: Why do you charge a Retransmission Fee? A: To cover the expense of this portion of your TV Service. Q: Why do we have to pay for these channels when they are free with an antenna? Q: I don’t watch all of those channels. Can’t I just pay for the ones I watch? Q: Can I put up an antenna and have you not deliver those channels? Q: Why did you get rid of channels from (Des Moines, Omaha, Sioux Falls)? Q: I’m losing channels and the bill is going up, it should be going down. Q: Where can I find out more information? Q: What can I do about this? Q: What would I tell the FCC and Congress? TV Troubleshooting If you experience trouble with your cable television, before requesting repair, please test your inside equipment. These tests may save you time and money. You may want to add cable TV maintenance to your service. If the trouble is found to be with your inside wiring or equipment, you may be charged for the service call. Is the TV plugged into an outlet controlled by a wall switch? Is your set-top connected to the cables from the wall? Is your HDMI/AV cable secure to the box and tv? Is the problem with your remote control? Check the controls on the TV. Are other appliances off due to power outage? If the problem is only on one channel, it is likely a temporary station problem. The problem could be with your TV if: The screen is dark or is lit but does not have snow. Popping/cracking heard when the volume is on low. If you have no color or loss of sound. If the problem is on one TV set only. Is the tv on the correct input? HDMI 1, 2, 3 or source – which one is the HDMI or AV cable going into on your tv? Does your box have power (red light on the front)? If no, if you have another set-top box in the house try that power cord on this box to see if it works. If that fixes the problem, call our office and request us to drop off a new power cord for you Not getting all your TV channels Press the Favorite button (above the #2) and make sure the Subscribed Channels are highlighted Closed captioning you want it on or off To add or remove closed captioning press # key under the 9 Are your other services working? Yes – check the ideas above No – find your battery back-up that was installed in your house and make sure there is a green light on it – make sure it is plugged in and that a breaker has not been blown to cause there to be no power to that outlet Are you seeing on your screen “Press the OK button”? This means somehow your remote has gotten into the wrong function Press the STB button at the top of your remote. Press OK Your tv and set-top box should be working correctly now Program Your Remote to Your TV - DVR Remote & Big Button Remote Program Your Westel Remote To Your TV (DVR Remote) Turn on your TV With the Westel remote, press TV button once, it will flash once. Press & hold SETUP button….TV button will flash once & then 2 quick flashes Type 991 Press POWER button Press & release the CH up (CH +) button repeatedly, do this step kind of slowly. Then stop when the TV turns off. Be patient, this may take several minutes to find the correct code. Press & hold SETUP button…TV button will flash & then 2 quick flashes Press TV button again Press & hold SETUP button…TV button will flash once & the 2 quick flashes Lock Master Power…press 995, then press POWER, then press TV, then press & hold SETUP button until the TV button flashes twice Press STB button Press & hold SETUP button…STB button will flash once & then 2 quick flashes If you don’t get it programmed the first time, you can start over with the instructions Big Button Remote (New) Press and Hold the SETUP button until it blinks twice Press the TV POWER Key Press and hold down the OK/SELECT Key Let go of the OK/SELECT Key when the TV turns off. You may also download these instructions. Watch TV Everywhere FAQs Please remember that watchTVeverywhere can bring TV programs to your computer or mobile device, but it does not include unlimited bandwidth. By utilizing this service, you may incur additional costs from your cellular or broadband provider. Make sure you understand the terms of your service plan prior to use. Select a question, below, to see the answer. Q: How much does it cost? A: Nothing. At this time, there is no extra cost for WatchTVEverywhere so feel free to explore. There is nothing available at this site that will result in an extra cost to you (except overage charges from Internet or cellular service). Where can I WatchTVEverywhere? Which devices can I use? What programs are available? Will other networks become available? How many different devices can I use? Internet Troubleshooting If you have trouble enjoying your Internet, try these troubleshooting tips. Select a tip, below, to learn more. Make sure your equipment is capable of surfing the web Are your settings correct? Were you on the internet and got disconnected? Does your internet connection seem slower than usual? How do I set up WesTel Systems Email on my portable device? The following instructions are a step by step process to set up your WesTel Systems’ Midlands.net email address on your portable devices. The first set of directions are for those with Apple products, and the second is for those with Android devices. Select a device, below, to read the directions. For Apple Devices (iPad, iPhone, iPod, etc.) For Android Devices (LG Lucid 4G, HTC Droid Incredible, Samsung Galaxy, Sony tablet, Nook Color, etc.) Choose IMAP for type of account if prompted. Telephone Troubleshooting Q: What is Line Maintenance? A: Line Maintenance covers the cost of a service call for a WesTel Systems’ technician to troubleshoot problems with your telephone. This will cover the cost of labor involved in fixing the problem. Line Maintenance does not cover the cost of materials, the installation of customer equipment, or the cost of repairing customer equipment such as phones. If you experience trouble with your telephone, before requesting repair, please test your inside equipment. These tests may save you time and money. You may want to add line maintenance to your service for a fee. If the trouble is found to be with your inside wiring or equipment, you may be charged for the service call. Step #1: Are your phones hung up properly? Step #2: Are you having problems with more than one phone? Step #3: Take the phone outside to the protector. Use a screwdriver to open the cover. You will see a modular telephone plug – unplug the plug from the jack and plug in the phone. If you get dial tone when the phone is plugged in at the protector, the problem may be in the wiring inside the house or with a phone. Step #4: Try unplugging all phones, answering machines or other devices plugged into telephone jacks in your house. Do you have an answering machine or cordless phone? Be sure to unplug all phones both at the electrical outlet and at the phone jack. When all phones are unplugged, plug them back in one at a time to check for dial tone. Try the phone in a different telephone jack. If you have tried all of the above steps and it still does not work, please keep in mind the problem could be the phone itself. If possible try a different phone and repeat steps 3 and 4. PACKAGES PACKAGES INTERNET OVERVIEW MANAGED WI-FI TECH HOME SPAM FILTER SECURE YOUR WIRELESS INTERNET TROUBLESHOOTING TELEVISION OVERVIEW TV ON MY SIDE CLOSED CAPTIONING COMPLIANT CHANNEL LINEUP WATCH TV EVERYWHERE TV TROUBLESHOOTING PHONE OVERVIEW PHONE FEATURES LONG DISTANCE VOICEMAIL VOICEMAIL FEATURES EMAIL FORWARD VOICEMAIL USER GUIDE PHONE TROUBLESHOOTING ABOUT ABOUT WESTEL SYSTEMS COMMUNITY INVOLVEMENT FORMS POLICIES SUPPORT SUPPORT SUPPORT Website Privacy Policy © 2021 WesTel Systems. All Rights Reserved.