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TECH SUPPORT - TELEVISION

If none of these tips solve your problem and you wish to receive further assistance, please contact us.
I just signed up for cable service and I'm not receiving the full channel lineup.
Your television probably needs to be reprogrammed in order to "see" all of the available channels. If you are not sure how to reprogram your TV, refer to the owner's manual, as every brand of television has different reprogramming instructions. If your cable-ready television will not go above channel 13, especially after power interruption or when the TV has been unplugged, it may have automatically reset to "normal" mode. Go into the TV menu to change mode back to "CATV."

My reception is fuzzy with grainy or snowy images, or a hissing sound.
Check your channel lineup card to make sure that the channel selected has programming associated with it. Make sure that your VCR and TV are plugged in and the power is on, and that they are properly fine-tuned and that the VCR and TV are tuned to channel 4. Verify that your TV is set to "cable" or "CATV" through the menu, and that the coaxial cables on the backs of the TV and VCR are completely tightened.

I have no cable on one TV only.
If you have cable service on some televisions but not others, this indicates that you are still receiving signal, and the problem therefore in something inside your apartment unit. The most common problem is a loose fitting connection. Especially if you have recently added, installed or moved any television service equipment (including new outlets, televisions, VCR's, cable boxes and DVD players), there is a possibility that a connection might have been bumped or the new component is not installed properly. Make sure all of the connections are secure, and review the proper set-up of each piece of equipment in the equipment set-up guide. If you are using a coaxial splitter, remove the splitter and run it directly to the outlet. This can help to isolate the problem to a specific location within your unit. Also, if you are using an older-style jumper cable (with push-on connector) to connect your television to the cable TV outlet, swap it for a newer screw-on jumper cable, which provides a more secure connection. Jumper cables are available from Convergent in your community's leasing office.

I have no cable on any TV.
If you are experiencing service interruption on all TV's in your unit, the issue is originating outside your unit. If payment for services is delinquent, the signal may have been turned off, and payment of the amount due plus a reconnection fee will be required to turn service back on. If Convergent technicians are making system-wide adjustments, you may experience temporary interruption which will not last long. If the outage lasts a long time, please call our offices to report the problem.

I'm having trouble with my digital service.
If your Convergent digital receiver by DirecTV or Dish Network freezes up (stuck on a channel or on the menu, remote stops working, etc.), reset the receiver by unplugging for at least one minute and then plugging it back in. If this does not correct the problem, please call our office for additional assistance and possible redirection. If you find that you are suddenly missing half your digital channels, click here to download Convergent's instructions for "Reinstating Wideband Service through Sony and Hughes Digital Receivers" in Adobe PDF format (Adobe Acrobat Reader required).

Information about SMART CARD TECHNOLOGY.
SMART CARD TECHNOLOGY is not available with satellite service, such as CBC DIGITAL.

TECH SUPPORT - INTERNET

If none of these tips solve your problem and you wish to receive further assistance, please contact us.

I'm having trouble connecting to the Internet.
First, check the connections between your modem and computer, and make sure there are no loose fittings. A coaxial splitter may be used when your computer and television are connected to the same cable outlet. Check that the splitter is hooked up properly according to the following diagram:

If the splitter is properly installed, remove it and connect your cable modem directly to the cable outlet.

Secondly, reset your equipment. Sometimes when a modem sits online for numerous hours, it tends to freeze up. Reset your modem by unplugging it from your electrical outlet for a minimum of two minutes. Restart your computer, then plug the modem back in. This should reset your modem within a matter of minutes. If your service continues to malfunction, try moving your modem to a different outlet. If you switch your modem from one computer to another and it stops working, unplug the modem before hooking it back up, and restart your computer. If you are using a router, please follow the same steps as with a modem. Turn it back on in the same sequence in which you turned it off, and then reboot your computer.

I need to find my wireless cards' MAC address to access WiFi.
• Start menu
• Programs
• Accessories
• Command Prompt
• Type as follows: ipconfig /all
* Under the Wireless adapter connection, will be the 12-digit physical wireless card address

I'm having trouble sending and/or receiving email.
If your computer will not send or receive messages, and the error message "cannot connect to server" appears, check to be sure that the incoming and outgoing mail servers are correct. If you have a Convergent email account, open Microsoft Outlook and click Tools>Accounts>Properties>Then click the servers tab at the top:
Incoming mail server: incoming.cbbaz.com (or other pop3 server)
Outgoing mail server: outgoing.cbbaz.com
Verify on the servers tab that outgoing authentication is turned on.
If you are using a different incoming mail server you will need a cbbaz.com email account set up and placed
under the "more setting" tab for outgoing authentication.

My Internet service is slower than normal.
The speed of Internet signal delivered to Convergent properties is 1mb/256K for RapidNet and 5mb/512K for RocketNet. However, a variety of factors can influence speeds actually being received. For instance, if there is a high volume of users at one time, the signal to each of these users can be diluted slightly. Another major factor can be use of wireless routers. Also, if you are using a wireless router in your unit and it has not been properly secured, others around you in your community can be "using" your wireless signal and slowing you down. More importantly, they will then also have access to everything on your hard drive, including personal identity information. (Download helpful tips for securing your wireless router below).

I need to secure my wireless router to protect my Internet signal.
Wireless access is a convenient and exciting development in Internet signal availability. It does, however, requires proper and complete setup and configuration to protect the integrity and security of the user's personal computer files, as well as the speed and strength of the Internet signal being received. When not properly secured, WiFi signal theft is possible and can provide others with open-door unlimited access into the victim's computer, including each and every file on the computer's hard drive. This almost always includes substantial amounts of financial, personal and confidential information, making identify theft and fraud an imminent reality. It is extremely important that WiFi users take a few extra minutes to secure their wireless network. Click here to download Convergent's "Internet Wireless Access - Router Setup and Security" in Adobe PDF format (Adobe Acrobat Reader required).

I want to install my own cable modem to receive Internet service.
Convergent customers have the option to order a cable modem shipped directly to them via UPS. This self-install option is a money-saving alternative to a professional installation by a Convergent technician, saving the customer a $50 service charge. If you will be installing your own cable modem, click here to download Convergent's "Cable Modem Installation Instructions" in Adobe PDF format (Adobe Acrobat Reader required). When you contact Convergent with your MAC ID number, your modem will be accepted into service and you will have Internet access.