Frequently Asked Questions

Service

How do I upgrade my cable service?

Call 1.800.SHENTEL to speak to a customer service representative and tell them you'd like to upgrade your cable.

Does the channel lineup ever change?

Although it is not a constant process, Shenandoah Cable Television re-evaluates its current lineup every few years. Your part in this process comes as a survey in the mail, asking which channels you currently watch and which ones you would like to see added. By filling out this survey and returning it to us, you help us provide a lineup that satisfies our customers.

How do I block unwanted channels?

Most programmable TVs have an option to block out unwanted channels. Also, our digital service provides you with a parental control option.

Do I have to be home for cable to be installed?

If service is being connected where there has been active cable service before, then you do not need to be home. However, if you are having digital cable installed or this is the first time your house has been connected to cable, you will need to be home to let the installer in. Also, for digital service, the installation includes a quick lesson on the features of the service and how to use them.

Do I have to pay monthly for extra cable outlets?

In most cases, no.

If I am a renter, can I have extra outlets installed?

Yes, but Shenandoah Cable Television will need verbal permission from the owner of the property before any work can be scheduled.

What do I need for digital cable service?

There are two requirements to have digital service: you must have a digital converter box for each TV set that you want to receive digital service (the first one is provided free of charge) and you must have an active telephone jack within reach of the digital converter box.

Why do I need phone service for digital cable?

Your digital converter box receives its information through the cable line, but cannot communicate back along the same line. The phone line allows the box to dial our system at rare intervals, sends a quick burst of information, and disconnects in a matter of seconds.

Do I need a digital TV to get digital cable?

No. The digital service should work on any TV.

Why isn't cable available in my area?

In order for Shenandoah Cable Television to provide cable service to new areas, there must be enough potential customers to justify the expense. Please call Customer Service at (540) 984-5224 if you are unsure of the availability of cable in your area.

What should I do if I find a mistake on my bill?

Call our business office at (540) 984-5224 at least five business days before the bill is due and speak with one of our Customer Service Representatives to have the problem resolved.

What should I do if my cable service has been interrupted?

First, check to make sure that the problem is the cable service and not your TV set, either by connecting another TV to the cable or by playing a tape in a VCR or disc in a DVD player. If you find it is not the TV, then call 611 to reach our service department, 24 hours a day, 7 days a week. They will document your problem and dispatch a service technician to your house during normal business hours.

What should I do if my reception is poor?

First, check all connections that you feel comfortable checking to make sure they are connected correctly. If this does not resolve the problem, please call 611 to reach our service department. They will document your problem and dispatch a service technician to your house during normal business hours.

Troubleshooting

I'm paying for basic and/or higher service but can only get channels up to 13.

Assuming this is a cable-ready TV, using your remote you should be able to access the TV's menu and 'scan' the additional channels into the TV.

I can't get channels higher than 36 or 43.

Some TV's and VCR's don't go any higher. You may need to rent a cable-ready converter box.

I'm renting a cable-ready converter box but can't get channels above 60.

You may have an older style converter box. You need to return it to us for a replacement box.

I'm unable to get service through a converter or VCR.

Make sure the wiring is correct and the TV is set is on the proper channel for the equipment being used. Usually channels 2, 3, or 4.

My digital converter box is not working.

Try unplugging the converter box from the electrical outlet for 30 seconds, then plug it back in. You should be able to get picture and sound immediately but it could take as long as an hour for the entire menu and flip bar to return.

My remote will not operate.

Install new batteries.

I have digital service but I can't get analog service.

'RF Bypass' is switched to 'No' in the digital converter programming. You will need to go into setup menu and change to 'Yes'.

I only have poor reception on one TV.

Check your connections to make sure nothing is loose. If all connections are secure, your TV may be the problem. Try connecting another TV to your jack in order to check the service at that location. If the reception on the second TV is also poor, call 611 to report the trouble with your service.

The picture is snowy.

Check your connection to the TV or if you are using a VCR or a converter, try connecting the service directly to the TV to rule out equipment problems.

After a power outage TV service does not return.

Power may not have been restored to the entire area yet. Sometimes a customer can have electric service but TV service can be affected by a power outage elsewhere.

Note: If you have not found the solution to your problem here, you may dial 611 for assistance. Regular repair hours are from 8 a.m. to 4:30 p.m. everyday except Sundays and company holidays.

24-hour emergency repair service is also available for additional costs.

Frequently Asked Questions

Service

Troubleshooting

Online Payment