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Support/ TV
Dan J.
Install & Repair Tech
TV: Frequently Asked Questions
How many shows can I record on my DVR?
If you are watching live TV, you can record 1 show and record the show you are watching.
If you are not watching TV, you can record 2 shows at once.
How many hours of programming can I store on my DVR? What is the hard drive capacity?
The recording capacity depends on the video format that is being recorded. Your Dual Tuner DVR can record up to 90 hours of standard definition programming or up to 75 hours of high-definition programming. The hard drive capacity is 500GB.
Are there connection or disconnection fees?
The first four cable outlets are installed at no charge. There are no disconnection fees.
Why does a tech have to come out to install cable? Can't you just flick a switch?
Service has to be activated at the home. The technician will activate service, make sure all the outlets you want to use are working, connect any digital boxes, and verify you’re getting a good signal.
How many TVs can I hook up?
We guarantee service on four outlets. More than four outlets customers may experience a loss of signal quality.
If I have a digital channel package, do I need a digital box for every TV?
Yes. A digital box is required to view channels on each TV set in your home or business. To add an additional digital box, speak to a Customer Service Representative to schedule an installation appointment.
I own my digital box and it stopped working. Now what?
Digital boxes purchased through Quadro have a one-year warranty. Warranty issues that occur within the 1 year warranty period, contact Quadro communications for replacement. Warranty issues that occur after 1 year, the customers are to deal directly with the manufacturer.
Any sign of tampering with the Digital Box will void the warranty. If for any reason your Digital Box is stolen, damaged by fire, lightning or any other reason, including tampering, the customer is responsible for the full replacement value of the equipment.
What do I need to do to get high-definition service?
To get HD service you need 3 things: an HD TV, an HD digital box, and subscribe to the enhanced digital package. Additional HD theme packages available.
Why do some sports games get blacked out?
Black out policy varies depending on the sport. With the NHL, games may be subject to local black outs, but also may be declared ‘regional games’, meaning the game can only be shown in its home market.
Keep in mind that black outs are not necessarily based on arena or stadium sell-outs.
Whether a game is blacked out is determined by the sports league and by the networks. Cable providers do not have any say in which games are or are not blacked out.
Keep in mind that black outs are not necessarily based on arena or stadium sell-outs.
When are you getting new channels? How do I get a specific channel added to your line up?
We’re always interested in adding new channels, however, network negotiations and CRTC processes can take quite some time.
If you’d like a particular channel to be added, please let us know. We can be reached by email at customer.care@quadro.net, or by phone at 519-229-8933.
Why do I have to take a standard definition channel to get the HD version of that channel?
This is due to contractual requirements. Basically, the HD networks make it part of their contract that customers must subscribe to the standard definition channel to get the HD version. This is true for any company that offers HD services.
I have an HDTV and an HD digital box. I'm watching 'X' channel, and it says it's broadcasting in HD, but I'm not getting an HD picture. Why?
You have to be tuned to an HD channel to get a true HD picture. If you’re watching the standard definition TSN channel, for example, even if it says it’s being broadcast in HD that particular channel is broadcasting in standard definition. You’d have to tune to the HD TSN channel to see the program in HD.
Please be aware that most HD channels offer a mix of standard definition and high- definition programming. As more and more programs are being filmed in HD, the amount of true HD programming is increasing.
My digital box remote stopped working, what should I do?
If your remote stopped working and you need a replacement, they can be purchased from Quadro Communications. Please contact Quadro at 519-229-8933.
What is a DVR?
DVRs (Digital Video Recorders) are digital boxes that allow you to record tv programming directly on the box, as well as to pause and rewind live TV.
Why can't I pick and choose the channels I want?
In some cases, network contracts specify that ‘X’ channel must be paired with ‘Y’ and ‘Z’ channels.
In other cases, we’ve decided to package certain channels together to appeal to specific tastes. For example, our Sports digital theme package offers a variety of sports channels for sports fans.
In other cases, CRTC rules require certain channels to be packaged together. For example, as per the CRTC, a basic group of channels is required as a minimum subscription. The CRTC also regulates some of the channels that must be included in the basic group.
My service is not working, what should I do?
If you experience any issues with your service please contact 519-229-8020 for support.