ImOn Cable TV FAQ

Channels and Packages

Q: What packages are available with ImOn Communications?

A: ImOn Communications offers Basic AND Digital cable television services. Our basic service includes 17 local and cable channels. Our Preferred Service includes all 17 basic channels plus 66 additional channels. Additional digital channels and movie channels are available to add to your digital cable service. Please refer to our online channel line up and package rates.

Additional services including High-Speed Internet service, local and long distance telephone services are also available and give you the added benefit of our Bundled Benefit discount.

Q: Do you offer digital cable packages?

A: Yes. ImOn Communications offers several digital cable packages to which you can add premium movie services including such popular channels as HBO, Cinemax, Starz!, Showtime and The Movie Channel. Plus you'll be able to enjoy Pay-Per-View movies and features and 45-digital quality music channels. Please refer to our online channel line up and package rates.

Additional services including High-Speed Internet service, local and long distance telephone services are also available and give you the added benefit of our Bundled Benefit discount.

Q: What channels/services are available from ImOn and for what price?

A: Please refer to our online channel line up and package rates.

Additional services including High-Speed Internet service, local and long distance telephone services are also available and give you the added benefit of our Bundled Benefit discount.

Q: Do you have a program guide?

A: Yes. Digital subscribers can view our 24-hour-a-day Electronic Program Guide on screen at any time. For our Basic and Preferred Service customers, tune to the TV Guide Channel (Channel 16) for a continuously scrolling list that informs you what is playing on each of our channels.

 

Installation

Q: Is ImOn Communications available for my home?

A: Please call ImOn at 319-298-6484 to determine if cable television service is available in your neighborhood or complete the online form. Our customer service representatives will be able to tell immediately if cable has been connected to your home. If so, we can easily service it. If your home has never had cable service before, we will need to set up an installation time so that our field technicians can hook up service to your location.

Q: How soon can I get my cable connected?

A: Usually within one week if your address has previously had cable. If your home has never had cable, the length of time depends upon your location and will be estimated on an individual case basis.

Q: Will I have an installation fee?

A: No. There are no installation fees to install your ImOn cable television services if you keep our service for six months. Non-return fees or equipment damage fees may apply for your digital cable converter.

Q: How long will I have to wait for the installer on my appointment day?

A: At ImOn, we know your time is valuable. That's why we set appointments and then make every effort to insure our installers are at your location, at the time agreed upon.

Q: What if I forget my installation date?

A: Feel free to contact our office at 319-298-6484 anytime you have a question.

Q: If I miss the installer, what should I do?

A: 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. Please contact ImOn at 319-298-6484 to reschedule.

Technical Questions

Q: Do I need a converter box?

A: If your TV or VCR is not cable ready for more than 140 channels, you will need to provide a converter. If you sign up for digital cable channels, we will provide digital cable converter and remote for a small monthly charge.

Q: How do I order Pay Per View?

A: Follow these steps:
1. Press the GUIDE button on the remote control. The interactive Programming Guide (IPG) main screen appears in the Browse by Time with the program you are watching highlighted.

2. Press the Up and Down arrow buttons to move through the channels. Press the Right and Left arrow buttons to move through the time periods until you locate and highlight the desired program. Pay Per View events are in the 400 range.

3. Press the SELECT button to tune to a highlighted channel for a Pay Per View event. If you are still able to order the event, the preview screen appears with event information and the following options:

• Press A for a Purchase Summary if the event has not yet started

• Press B to purchase the program for viewing Note: Pay Per View events may be ordered 1 hour before the event begins until 15 minutes after the event begins.

4. When you press B to purchase the program for viewing, a PIN Entry screen appears asking for your Personal identification Number (PIN):

5. Enter your PIN to authorize the Pay Per View purchase - OR - press C to cancel the purchase and return to the IPG. If you have never established a PIN, the default PIN is 3215.

Note: Once the purchase has been authorized, a confirmation message appears for a few seconds on your television screen if the program has already started. Otherwise, an attention screen counts down until the program begins.

If you have additional questions, contact ImOn Customer Care Monday through Friday from 8 a.m. to 6 p.m. 319.298.6484.

Q: Is there a charge to hook up additional TVs in my house?

A: No. There is no monthly charge to hook cable television up to your existing extra outlets. They are free with your cable service. Should you need outlets installed, there is a $29.00 installation fee for the first outlet, and $20 per each additional outlet installed at the same time. For digital cable, digital cable converters will be required for each additional outlet for a small monthly charge.

Q: Do you offer a Cable Wire Care option?

A: Yes. Wire care can protect you from charges associated with routine testing and diagnostic work for your cable television service. Wire Care is available at a low monthly rate. Certain exclusions may apply. Contact ImOn customer service at 319-298-6484 for more information.

Troubleshooting/Customer Support

Q: How do I contact ImOn Communications?

A: You may telephone us at: 319-298-6484 for Customer Service or Technical Assistance.

Q: What should I do if I experience technical problems with my cable?

A: Please contact our office via our technical assistance line 24 hours a day at 319-298-6484.

Q: How much does technical repair service cost?

A: In most cases the cost of repair is free. In some instances, if the repair was necessitated by customer action, there may be a field trip charge of $38.00 associated with the repair. ImOn maintains wiring and equipment; customer-owned equipment is your responsibility to maintain and interior wiring will be repaired at no charge for those subscribers carrying Wire Care service.

Q: Who may I call with additional questions?

A: ImOn representatives are available to answer any questions you may have. You may reach Cable/Phone Customer Care at 319-298-6484 during the hours of 8:00AM to 10:00PM Monday through Friday. Internet Support Monday through Friday from 8:00AM to 10:00PM.