To help serve you faster, we have compiled a list of frequently asked questions and topics from calls received by our help desk. Some of these are issues that BTES can not directly support because they are related to other services or hardware. However, we want to be sure our customers have information on where to locate support for those issues.
The information below is provided as a recommendation for our customers. We do not support non-BTES products and services. We recommend contacting the manufacturer or service provider for the specific product or service with which you are experiencing problems.
Q:
Direct links to FAQs for telephone, Internet and Cable.
Q:
How do I connect my DVD player, VCR or other device to my TV?
For assistance with connecting a DVD, VCR, or other device that is not provided by BTES, or part of a BTES service, please refer to the instruction manual or the manufacturer's website.
Q:
What is the first step in fixing a problem with my equipment?
Reboot – it can fix many problems.
It seems almost cliché, but many problems are fixed with a reboot, or by unplugging the power and reconnecting it. This applies to computers, routers, TVs, set top boxes -- almost any device that resembles a computer. Before calling our help desk, please try this and see if it resolves the problem.
Q:
How do I set up my Kindle, iPad, iPod, iPhone, tablet, etc. with BTES?
Most customers simply need the mail server settings. For both POP and SMTP, use mail.btes.tv as the incoming and outgoing mail server. Your username is generally the part of your email address before the @btes.tv but some devices such as iPhones require the whole email address. For other questions related to your product, please refer to the user guide or technical support for your specific device.
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How do I set up, secure or upgrade the firmware on my router?
Most problems with routers can be resolved by unplugging the power, waiting a few seconds and plugging it back up. For help with setting up your router, securing it or updating the firmware, please visit your router manufacturer's website. A few are listed below:
http://support.linksys.com – Enter the model number of your router (there's even help on how to find that), and you will be taken to support for that specific router.
http://support.netgear.com – Netgear has a similar format. Enter your model number for specific information for your hardware.
http://www.belkin.com/support/ - Select Routers for support for routers.
http://www.dlink.com/support/ - Enter the model number or search the knowledge base.
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How do I use online services such as Netflix, Facebook and Twitter?
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What do I do if I can't access a specific website?
Try other sites like the ones listed below:
www.google.com
www.microsoft.com
www.apple.com.
If you are able to browse to any of those sites, then it is likely that the website you are trying to reach may be having problems.
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What do I do if I can't get on the Internet?
Reboot your PC. Reboot your router if you are using one (unplug the power and reconnect it). If you have multiple PCs in your house, is the problem with one or all of them? If the problem is only one, then the Internet service is working and you should contact a PC repair shop to assist with the PC that isn't working. If you have a router and it is near the PC, unhook the Internet cable (connected to the WAN port of the router) and connect it directly to your PC. If that works, then the router could be faulty.
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What can I do if I am having computer problems?
Are you having problems related to your computer, mouse, peripherals, printers and other software?
Our helpdesk is trained to troubleshoot BTES service-specific issues. We advise our customers to consult their computer hardware manufacturer or a local PC repair service for issues not related to the BTES Internet service.
Q:
I am hearing music or a radio station on channel 6. What can I do?
You need to disable SAP on channel 6. Please refer to your TV manual, or if you have a set top box, go to channel 6, select Settings from your remote, then select Disable SAP. This is a simulcast of WOPI radio, originally set up so that customers can hear Lady Vols and Tennessee High Viking Football coverage.
Q:
How do I set up my IPTV remote? How do I set up the remote so that it controls my TV volume?
