FAQ

General

  • Hours and Locations
  • Installation

Internet

  • Features
  • Speeds

General

1. How do I contact Orbitel Communications?

See our Contact Us page to see our different office locations and phone numbers.

2. Where is Orbitel Communications located?

Maricopa Service Center
Bashas’ Shopping Center - Northwest Corner
Suite B-9
HWY 347 in Maricopa

Sun Lakes Service Center
9666. E Riggs Road
Suite 108
Sun Lakes, AZ 85248

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3. What are your hours?

Maricopa Service Center
Monday – Thursday 8 am – 5 pm
Friday 9 am – 5 pm
Saturday 8 am – Noon 
Sunday Closed

Sun Lakes Service Center
Monday – Thursday 8 am – 5 pm
Friday 9 am – 5 pm
Saturday & Sunday Closed

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4. How do I find out if service is available to my home?

Call our offices. Our customer service reps will be able to tell immediately if cable has ever been connected to your home. If so, we can service it. However, if your home has never had cable service before, one of our technicians will stop by to see if we can service your location. The tech will not have to come in your home at this time, so there is no need for you to be there. He will then notify our office of his findings, and we will contact you. The entire notification process takes 2 days to one week, depending on the number of requests ahead of yours.

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5. What channels/services are available and at what price?

Please refer to our online channel line up. 

All services, including Orbitel Digital Cable, Digital Phone and Orbitel high speed Internet service, are available everywhere within our service area.

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6. How soon can I get my cable connected?

Usually within 1-2 days if the address where you live has had cable previously. If your home has never had cable, the length of time depends on your location and will be estimated on an individual case basis.

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7. How long must I wait for the installer the day of installation?

Your time is valuable! That's why we set up appointments.

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8. What if I forget the date of my installation?

Feel free to contact our office anytime you have a question. 

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9. Why does my TV service go out for 5 minutes everyday?

 This is due to a sun outage affecting the network satellite. Click Here for more info.

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10. If I miss the installer, what should I do?

You know you missed the installer if you find a tag on your front door saying "Sorry we missed you!" Call our office and we will send the installer back that day if possible, or reschedule your appointment for a more convenient time.

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Internet Features FAQs

1. How much does the service cost?

Less than you might think. And you can save more than $100/year when you bundle our Internet service with TV and/or digital phone! Please refer to the features/pricing page for more details!

Orbitel cable modem customers can rent a modem from us for an additional $5.95 per month.

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2. How do I connect to Orbitel's service?

A cable modem connects your PC to Orbitel's high-speed cable network. After the initial installation, there's no need to "connect" again. You're always on.

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3. Do I still need my Internet Service Provider?

No. Orbitel gives you a lightning-fast connection to the Internet, plus email. Orbitel Communications gives you everything you need, anti-virus software, spam controls and more!

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4. If I don't subscribe to cable TV, can I still get Internet service?

Yes, you can get Internet service even if you don't subscribe to cable TV. The subscription cost is $51.95 monthly for a 15Mbps down/1.5 Mbps up speed.  See our Internet prices here

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5. If I subscribe to the Internet services, can I use it on more than one computer?

Yes. You would need to purchase a router or wireless modem with a router built in to have the network across your home. Orbitel has wireless modems available for a rental fee of $9.95/month.

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6. Can I use the Internet while watching TV?

Yes. Although the Internet service enters your home through the same cable as your television signal, it operates independently. So go ahead. Check email, chat online with friends, or visit a Web site while watching your favorite shows!

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7. Can I access my email accounts if I am out of town?

Yes. With Orbitel's webmail feature, you can access your email accounts from any Internet connection in the world by using this link.

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Internet Speeds FAQs

1. How fast is it?

Incredibly fast! Orbitel Internet services is 100x faster than a skinny telephone wire!  A 3.5Mb file could take more than 16 minutes to download using a typical dial-up connection, compared to about 10 seconds on Orbitel standard high speed Internet service. It's really that fast!

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2. What does a faster connection do for me?

Orbitel's advanced network was created with high-speed access in mind, so the programming you get is richer and more interactive. Play online games, download movie trailers, and watch videos of late-breaking news without the annoying wait of a dial-up service! Create your own personalized broadband start page, with fast access to the information that matters to you the most. With the high-speed Orbitel service, the Internet is more alive than ever before.

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Smart WiFi

What is Orbitel Smart WiFi?

Smart WiFi uses the latest technology to create a seamless coverage blanket to connect all your devices throughout your home.

Does Smart WiFi replace my current WiFi router?

Yes. Smart WiFi is a complete WiFi system that replaces any current WiFi access points.

What is included with Orbitel Smart WiFi?

Your subscription includes a modem, a WiFi extender unit, and access to a free app with advanced features advanced WiFi management tools that let you set parental controls, set up a guest network, manage passwords and more.

How many Smart WiFi extender units do I need for my home?

The modem and extender unit that comes with your subscription are perfect for most 1-2-bedroom homes. Larger homes will need more units to cover additional rooms. Our Customer Care team and installation technicians will make certain you have the correct devices to deliver the right coverage for your specific floorplan.

What devices work with Orbitel Smart WiFi?

All of your WiFi enable devices should have no problem connecting to Smart WiFi.


Orbitel2Go FAQs

1. How do I use Orbitel2GO?

You first must register your cable TV account with Orbitel2Go. If you haven't done so already, click here to register or learn more.

There are two ways to Orbitel2Go: 1 - Visit Orbitel2Go and log in. You will be presented with a list of networks that are available to you. Click on the network you want to watch. If the network you selected has an app available for your device, you will directed to the app store to either open or download the app. Otherwise, you will be taken to the network's website.  2 - Open a network app - Hallmark Channel, for example - directly on your device. Log in and start watching.

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2. What is Orbitel2GO?

Orbitel2Go allows you to watch TV, well, anywhere! As a cable TV subscriber,  Orbitel2Go gives you access to TV shows, movies, behind-the-scenes content and more at no additional charge. Once you've registered, download apps from your favorite networks for your smartphone, tablet, computer or smart TV and start watching.

Not all netorks have apps available for all platforms. Check your device's app store to see what's available. You can also visit www.watchTVEverywhere.com and click on a network to start watching.

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3. How is Orbitel2Go different from other online video streaming services?

Orbitel2Go is included at no additional charge with your cable TV subscription. Orbitel2Go is an extension of your cable TV subscription. It allows you to watch the same shows and programs you watch on TV from wherever you what, whenever you want. 

Streaming services like Netflix, Amazon Prime and Hulu only offer past seasons of shows so you have to wait to watch the current season. With Orbitel2Go, you can watch the current season of your favorite shows within days of their premiere. Most networks also make past episodes and "behind-the-scenes" videos available. 

Subscription services like SlingTV or fuboTV are different in that they show live TV content only. They are essentially cable channels streamed over the Internet. You may also have access to other content through these services as well. 

Many networks also include a live stream as part of their  Orbitel2Go offerings.

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4. I cannot watch movies through HBO or Cinemax, what can I do?

Our contract with HBO requires viewers of HBO and Cinemax on Orbitel2GO™ to also subscribe to these premium networks as part of their cable TV service. To view the content from HBO and Cinemax, you must subscribe to the networks.

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5. To view the content, you say I have to subscribe to the corresponding Orbitel TV services that feature this programming. What does this mean?

Our contracts with our television network providers require that Orbitel customers who want to watch content from any network on Orbitel2GO™ must also subscribe to that network as part of their cable TV service. For example, the Turner cable networks on Orbitel2GO™ are also carried on Orbitel’s Expanded Basic level of TV service, to which the majority of our customers already subscribe.  Our contract with HBO requires viewers of HBO and Cinemax on Orbitel2GO™ to also subscribe to these premium networks as part of their cable TV service. To view the content from HBO and Cinemax, you must subscribe to the networks.

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6. Where can I watchTVEverywhere?

Just about Everywhere! Orbitel2Go works anywhere you can receive an Internet signal: inside your house, at the office, shopping mall, hotel, airport or when you're waiting in the car to pick up the kids. Wired connections and in-home WiFi will provide the best quality. The quality of streaming while connected to a public WiFi network, like at a restaurant, will vary depending on the strength of the signal.

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7. How do I update Parental Control Settings?

Parental control settings if available will be set at the network level.  For example, HBOGO will allow you to set parental controls for their network streaming programming.  Orbitel2GO settings are not controlled by your cable box settings.

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8. I keep seeing “Username and/or password is incorrect”

Please check the following:

  • Is your caps lock is on
  • Have you created an account for Orbitel2GO™?
  • Orbitel2GO™ and Cable Anywhere are different systems. You’re Cable Anywhere account login will not automatically activate Orbitel2GO™.

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9. Why aren't all the networks I subscribe to available?

Not all networks and channels make their programs available online. As new networks are added, they will be added to your Orbitel2Go account.

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10. Will other networks become available?

Yes. We are continually working with networks to make them available. To see a complete list of networks that are available to you, log in to Orbitel2Go.

11. Which devices can I use?

Almost all Orbitel2GO programs are available on computers and Apple or Android smartphones or tablets. Several TV networks also have applications for popular streaming devices like Apple TV, Roku, Google Chromecast and Xbox.

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12. How many different devices can I use?

There is no limit to the number of devices you can use. However, TV networks may limit the number you can use at the same time. Please refer to the policies and terms of use for each app you use for details.

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16. Does watching watchTVEverywhere count against my mobile data plan?

It might. Check the data plan for your cellular network or Internet service before you start using Orbitel2Go. Orbitel2Go programs transmit a lot of data. That can become expensive if you have a limited data plan. Please know that we have no way of knowing when you have exceeded your data plan. You are responsible for all data charges made by your mobile carrier or Internet provider.Tap to update

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17. Will I be able to watch my watchTVEverywhere programming content while traveling outside of the USA?

Programming and Distribution rights vary by programmer however, as a general rule, rights are restricted to the US and US territories for content distribution by USA cable operators. In an online environment these restrictions are imposed by the programmer based upon the inbound IP address (International/Country code specific) used to gain access to the portals/apps/players. International travelers should be aware of these limitations and expectations should be measured accordingly.

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TiVo FAQs

What does TiVo do?

TiVo powered by Orbitel Communications provides you with the ultimate TV Experience. You always get TV you’ll love wherever you are. With TiVo you will be able to record 6 shows at once, watch live TV or recordings on tablets & smart phones, get instant recommendations for what to watch, get full DVR control in every room of your home and so much more.

How many shows can I record at one time?

TiVo powered by Orbitel Communications lets you record up to 6 shows at once. With that much recording capacity you will never argue over whose show gets recorded!

How many shows can I save on my DVR?

TiVo powered by Orbitel Communications allows you to store up to 1,000 hours – up to 150 HD/1,000 SD hours of recording capacity. Note: Actual high-definition recording capacity may vary based on television signal source and content.

Can I watch On Demand with TiVo Service?

Yes. With our TiVo service not only can you watch On Demand, but you can now easily search On Demand or Browse On Demand using the Search and Browse features of TiVo. On Demand becomes so much easier to use and enjoy with Orbitel Communiation’s TiVo Service.

How many tuners does the TiVo T6 DVR have?

The TiVo T6 DVR has 6 tuners that allow you to record up to 6 shows at one time.

Can I set parental controls on the TiVo Service?

We offer a wide range of parental controls to block specific channels or ratings. You can also set a pin to prevent VOD purchases. For more help please see the ‘Quick Guide’ 

Does TiVo Service work on HD TVs? SD TVs?

TiVo Service from Orbitel Communications can work on both HD and SD TV sets. TiVo Service looks the best on HD sets, as they have a wider screen, but you get the same features and functionality on SD sets.

I already own another TiVo device, can I link it to TiVo from Orbitel Communications?

Yes. Most TiVo DVR devices that you bought at a store will work with the TiVo service from Orbitel Communications. If your existing devices are not MoCA capable you may not be able to share recordings between your existing DVRs and the TiVo service from Orbitel Communications.

What is the difference between retail TiVo Roamio and the TiVo T6 from Orbitel Communications?

The TiVo T6 from Orbitel Communications is similar to the retail TiVo Roamio. The big benefit of the T6 DVR from Orbitel Communications is that there is no upfront cost and that the T6 is fully integrated with Orbitel Communications On Demand, bringing you the latest hit shows and movies. You also have the benefit of 24x7 technical support with Orbitel Communications and should your T6 DVR fail to work, we will replace it.

Multi-Room Service 

Does TiVo provide multi-room DVR features?

Yes. TiVo provides the ultimate multi-room DVR experience through the use of TiVo Mini receivers. By adding a TiVo Mini to additional TV sets in your home you will get full DVR control (FF, Pause, RW, Record, play back) on every TV and you will also get all of the amazing TiVo features that you get on your main TV set.

What is a TiVo Mini?

TiVo Minis are the receivers that you put no additional TVs in your home to get full DVR control on that TV as well as access to the amazing TiVo features and all the recordings on the main DVR.

Can I play, pause, FF, RW and record using a Mini?

Yes. Minis have full DVR control so you can have full control over live TV, set up a recording or watch a show from the main DVR on the Mini.

Can I pause a recorded show in one room and pick it up in another room?

With TiVo Service from Orbitel Communications you can pause a recording in one room and then pick up from the same point in another room, or even on your iPad or iPhone while in your home! 

Service Features 

What is a Season Pass?

Season Pass is like a DVR series recording feature, but way better. With Season Pass you can select the show you want to record and choose to record all the episodes or only the new ones. Plus, you can set up to add extra time to a show for all those popular shows that run a few minutes longer than normal. You can also create a Season Pass for new TV shows and off-season TV shows months before the shows are airing on TV. Just create your Season Pass with the "All Channel" option, and the TV shows will record for any channel on which they air.

What is TiVo Universal Search?

Universal Search allows you to easily find a show or movie based on title, actor or keyword. TiVo searches across both Live TV and On Demand to find what you want.

What is a TiVo Wishlist Search?

If you’re interested in a specific actor (“George Clooney”) or topic (“Football”), create a WishList Search that will constantly searches in the background and every time a movie or show airs that matches your criteria, it will be recorded. You can enter criteria for key word, actor, title, director, genera and type of program. This is the ultimate way to find shows and movies on your favorite topics, actors or teams.

What is What to Watch Now?

What to Watch Now provides you with a choice of the best popular shows, movies, sports and kids entertainment that is available to watch right now. This will become your first destination when you get home, instead of going to the channel guide.

What are TiVo Suggestions?

TiVo Suggestions get to know what you like to watch based on your DVR recordings and your rating of shows. Then it will automatically record shows and movies that it thinks you will like so that they are there for you on your DVR. TiVo Suggestions will never replace shows you request or prevent them from being recorded and they are always the first programs deleted to make room for recordings you request.

How does Browse Work?

If you are in the mood for a comedy, drama or action movie or TV show. Use TiVo’s browse feature to see what is on in a specific genre or category, then select a program to record in the future or watch right now from live TV or On Demand!

How do I set up TiVo Service from Orbitel Communications?

Just give us a call and we’ll take care of it for you! When you order TiVo Service we will schedule a professional installation with one of our experienced technicians to come to your home and set up the service for you. 

If I am a current DVR customer, can I exchange it for TiVo?

Yes, if you would like to switch your DVR to TiVo service just give us a call at 301-797-5000. We are happy to switch your service so you can start enjoying the Ultimate TV experience. Please note there will upgrade charges that will apply.

If I am a current DVR customer, can I transfer my recorded shows and schedules?

Unfortunately, you cannot transfer recorded shows and recording schedules from your DVR to your new TiVo T6 DVR. We have guides on our website to help you set up your personal preferences, searches and events.

Do I need to run new wires for the TiVo T6 DVR and Minis?

T6 DVRs and Minis are connected using the existing coaxial cables in your home and use technology called MoCA to communicate, share shows, movies, live TV & DVR functions. If you house has older wiring we may need to replace some portion of that wiring, but for most customers there is no need for new wiring.

TiVo SERVICE TV APPS

Can I access YouTube through the TiVo service?

Yes. TiVo Service from Orbitel Communications has full YouTube integration. You can access the entire YouTube catalog of videos, same as the web, plus TiVo service integrates great YouTube clips about shows, actors, directors and more into the guide – so you can easily learn more about your favorite show or movie!

What apps are available on the TiVo Service?

With TiVo Service from Atlantic Broadband you can access Apps from Netflix, YouTube, Pandora, Spotify, HuffPost, HSN, iHeartRadio, Plex, Yahoo! Screen, Moviefone, TechCrunch, AOL On, and Web Video Hotlist.

Are there music apps available on the TiVo Service?

There are three of the best music services out there: iHeartRadio, Pandora & Spotify. If you listen to iHeartRadio, Pandora or Spotify on your computer, tablet or smartphone, you can link your accounts and play your favorite music on the best speakers in the house.

Can I access Hulu and Amazon Instant Video?

Today we do not support Hulu or Amazon Instant Video on TiVo Service from Orbitel Communications. Keep checking back every few months for updates. When things change we will let you know!

Troubleshooting

I can’t find my show in a search even though I know it’s on.

The TiVo T6 DVR uses your Channel List to search for shows. Verify that the channel is selected in your Channel List. Does the channel have a check mark next to it? To give it one, highlight the channel and press SELECT.

Why wasn’t my show recorded?

You can view History for an explanation of why the show did not record. History is the first selection in the To Do List. (To open the To Do list, go to TiVo Central, then choose ‘Manage Recordings & Downloads,’ then ‘To Do List.’).

I can’t get to one of my channels.

Review your channel list to make sure all the channels you subscribe to are marked with a yellow check. Compare the channel list to the list of channels in your cable plan.

My TiVo remove control doesn’t work with my TiVo T6 DVR.

Be sure you are using the TiVo T6 DVR’s remote control, and that you hold it so that the TiVo button points toward the TiVo T6 DVR.  

 If you are trying to use the remote control in RF mode (so that it can control a TiVo T6 DVR that is not within line-of-sight), make sure the remote is paired with the DVR. You’ll know if the remote control is in RF mode if when you press a button you see a blue light at the top of the remote. If the light is red, that means the remote is in IR mode.

I haven’t recorded enough shows to fill my TiVo T6 DVR, but when I try to schedule more shows the TiVo T6 DVR says there isn’t room.

The TiVo service includes smart scheduling features that track not only how much space you currently have on your TiVo T6 DVR, but also how much space will be needed in the near future to record all the shows you have scheduled. If your TiVo T6 DVR will be full in the near future, the TiVo service informs you and suggests options — such as allowing some shows to be deleted early — that will allow you to schedule additional recordings. With the TiVo service, you always have the final say over what gets recorded and how long it’s kept.