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Customer Support

FAQs

 

General

  • Hours & Location
  • Installation

Internet

  • Device Reset Instructions
  • Speeds
  • Installation
  • Equipment
  • Connectivity
  • Network Status

Television

  • Programming
  • Equipment

Digital Phone

  • Features
  • Long Distance
  • Installation
  • Equipment

General

How do I contact Antietam Broadband?

  • Contact us via our online forms
  • The online chat feature, available in the bottom right of this screen
  • Telephone us at (301) 797-5000 for Customer Service and Technical Assistance
  • Visit our office at 1000 Willow Circle Hagerstown, MD 21740

Where are you located?

Our address is: 1000 Willow Circle Hagerstown, MD 21740

From Frederick Street, turn onto Commonwealth Avenue. You will pass the Washington Co. Board of Education. Continue on Commonwealth Ave. until you reach the end. Antietam Broadband is right there!

What are your hours?

Lobby

  • Monday - Friday, 8:30am - 5:00pm
  • Sunday and major holidays - closed

Drive Through Window

  • Monday - Friday, 8:30am - 5:30pm
  • Saturday, 9:00am - 12pm
  • Sunday and major holidays - closed

Service Calls

  • Monday - Sunday, 9:00am - 7:00pm

Installations

  • Monday - Friday, 8:00am - 4:30pm

Tech Support

Our tech support phone lines are open 24 hours a day, 7 days a week to assist you!

Service Calls
Monday through Sunday, 9:00am - 7:00pm

Installations
Monday through Friday, 8:00am - 4:30pm

Tech Support
Our tech support phone lines are open 24 hours a day, seven days a week to assist you!

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

Please fill out the check service availability form on this web site, or call our office at (301) 797-5000. 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.

Which channels/services are available in my area?

All services, including Broadband Internet, Digital Cable, and Digital Phone, are available everywhere within Antietam Broadband's service area. Our Flight Gigabit product is available in select areas only. Contact us for information and availability.

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.

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

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

What if I forget the date of my installation?

Feel free to contact our office anytime you have a question. You can request to have our office call you a half hour before your install time.

If I miss the installer, what should I do?

You know you missed the installer if you find a yellow 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.

Internet

HomeNet Help: Antietam offers customers a free app to troubleshoot and fix WiFi issues in your home. You can use the app 24/7 to get immediate help improving your network. Learn More About HomeNet Help.

Device Reset Instructions

Performing a restart of your modem is the most common solution to Internet-related issues.

  1. Unplug the power cord from the modem.
  2. Wait for 30 seconds.
  3. Plug the modem back in and wait for the lights to go steady.
  4. Unplug the power cord from the router.
  5. Note: If you are not using a router, skip to step 7. Wait for 30 seconds.
  6. Plug the router in.
  7. Reboot your PC.

Router Reset

  1. Unplug the power cord from the router.
  2. Wait for 30 seconds.
  3. Plug the router in.
  4. Reboot your PC.

Troubleshoot Internet Connectivity Issues Affecting Multiple Devices

Not Able to Connect

Try this first: Performing a restart of your modem is the most common solution to Internet-related issues.

  1. Reset your cable modem.
  2. Unplug the power cord from the modem. Wait 30 seconds. Plug the modem back in and wait for the lights to go steady.
  3. Power-cycle the router. If you are not using a router, skip to step 4. Unplug the power cord from the router. Wait 20 seconds. Plug the router in.
  4. Reboot your PC.

The Receive light on my modem is blinking.

The receive light on your modem should be steady and indicates the downstream signal has been confirmed. If the receive light is blinking it indicates a problem.

  1. Check all the cables and make sure they are secure.
  2. Unplug the power cord from the modem, wait 30 seconds, then plug it back in.
  3. Wait for the power, send, receive, and online lights to go steady. If the receive light continues to blink, contact Technical Support.

The Send light on my modem is blinking.

The send light on your modem should be steady and indicates the up-stream signal has been confirmed. If the send light is blinking it indicates a problem.

  1. Check all the cables connected to the modem and ensure they are secure.
  2. Unplug the power cord from the modem, wait 30 seconds, then plug it back in.
  3. Wait for the power, send, receive and online light to go steady.
  4. If the send light continues to blink, please see Technical Support.

The Standby light is on.

The standby light indicates the modem’s activity status. This status can be changed with the button on top of the modem.

On - The modem has no activity and no internet access.

Off - The modem will be operating normally.

Troubleshoot Internet Connectivity Issues Affecting Individual Devices

Internet Speeds FAQs

Not Able to Connect

Try this first: Performing a restart of your modem and router is the most common solution to Internet-related issues.

  1. Reset your cable modem. Unplug the power cord from the modem. Wait 30 seconds. Plug the modem back in and wait for the lights to go steady.
  2. Power-cycle the router. If you are not using a router, skip to step 4.
  3. Unplug the power cord from the router. Wait 20 seconds. Plug the router in.
  4. Reboot your PC.

Reset the affected device

  1. Check the Ethernet cord and make sure it is connected securely. If you are using a wireless device, make sure the device is connected to the wireless network
  2. Reboot your wireless router. Note: Please consult the device's user manual for reset instructions.
  3. Reboot the Device. Note: Please consult the device's user manual for reset instructions.
  4. If the problem persists, please contact technical support at (301)797-5000 for further assistance.

Internet - How to install a modem

Modem Installation Instructions

Use the following instructions to install a modem:

  1. Connect the coaxial cable securely to the back of the modem
  2. Plug in one side of an Ethernet cable into the modem. plug the other side of the Ethernet cable into a computer or router.
  3. Plug in the power cable into the modem and wait for the lights to go steady. Note: If installing a new modem or switching to a different modem please contact technical support to have the modem activated
  4. If you have any issues installing the modem please contact technical support at (301)797-5000 for further assistance

How to Check Network Status

Available here: www.myactv.net/network-status

Troubleshooting Speed Issues

  1. Check all the cables and make sure they are secure.
  2. Unplug the power cord from the modem
  3. Connect an ethernet cord between your modem and your computer
  4. Plug the power cord into the modem
  5. Wait for the power, send, receive, and online lights to go steady.
  6. Go to the website speedtest.myactv.net
  7. Press the "GO" button in the center of the screen

If you continue to have issues after performing this test please contact technical support at (301)797-5000 for further assistance

Note: We can only guarantee internet speeds to a device connected directly to the modem. We cannot guarantee speeds over a wireless connection. Many things can affect Wireless speed and connections, including how close you are to the wireless router, the walls in your home, other wireless networks in the area, or other things getting in the way, and even the device type.

Troubleshooting General Wireless Connectivity

Many things can affect Wireless speed and connections, including how close you are to the wireless router, the walls in your house, other wireless networks in the area, or other things getting in the way, and even the device type.

Try this first: Performing a restart of your modem is the most common solution to Internet-related issues.

  1. Reset your cable modem. Unplug the power cord from the modem. Wait 30 seconds. Plug the modem back in and wait for the lights to go steady.
  2. Power-cycle the router. If you are not using a router, skip to step 4.
  3. Unplug the power cord from the router. Wait 20 seconds. Plug the router in.
  4. Reboot your PC.

If you continue to have issues after performing this reset please contact technical support at (301)797-5000 for further assistance

Tips for Better Wireless Connectivity

Many things can affect Wireless speed and connections, including how close you are to the wireless router, the walls in your house, other wireless networks in the area, or other things getting in the way, and even the device type.

Resetting Your Equipment - Resetting your modem and router is good for the device's health and for your wireless performance. Doing this allows the devices to update their software, if necessary, which can help optimize your connection and speed.

Router Location - Place your Modem or router in the most central location of your home, preferably on the main floor instead of the attic or basement. Make sure it is at least a couple of feet off of the floor and confirm that the coax cable connection is finger tight.

Avoid putting your router in a confined space or next to anything that can block the wireless signal. The best placement for a router is in an open space away from walls and other household items that may cause interference with the wireless signal, such as microwave ovens, baby monitors, cordless phones, refrigerators and Bluetooth-connected devices.

Connect Devices with Ethernet - It is always best to connect devices that are not portable to your router or modem with an Ethernet cable. This will provide the most optimal connection to the internet. This is recommended for use with desktop computers, gaming consoles, and any video streaming devices. These devices use a lot of bandwidth and they will be more stable on a wired connection.

Internet Installation FAQs

Are there additional installation or setup fees?

Regular installation price is $99.00. Additional installation fees may apply if your home/office is not wired for cable.

Can I get MyACTV internet service in my neighborhood?

Yes. The MyACTV internet service is offered everywhere Antietam Broadband is offered.

Does MyACTV install new cable in my neighborhood?

No. We've already done it! Antietam has completed an upgrade of the existing cable TV network to handle two-way data communication. The process involves adding signal amplifiers to create a dedicated "upstream" data channel from your home to the cable TV plant. We now have one of the most state-of-the-art hybrid fiber optic cable plants in the country!

What's involved in the installation process?

While it may only be necessary to install a splitter on the existing cable, due to the potential for introducing "noise" or interference into your cable system, a qualified technician will perform the installation of the splitter and cable outlet. If user-installed splitters are already present, the technician will perform quality assurance tests before deeming the service operational, and, if necessary, will rewire the outlet to meet proper specifications.

Internet Equipment FAQs

What hardware and software do I need to use MyACTV?

Software: Microsoft Windows Vista or later. Mac OS X 10.2 or higher.

Hardware*: You will need a two-way, DOCSIS 3.0 or higher compliant cable modem. Antietam Broadband is able to provide this modem with a small rental fee.

*Hardware must meet or exceed minimum requirements defined by the manufacturer to run the particular operating system.

What are the minimum system requirements?

  • Microsoft Windows Vista or later
  • Mac OS X 10.2 or higher

Hardware must meet or exceed minimum requirements defined by the manufacturer to run the particular operating system.

Requirements for 200Mbps service:

Software: Your desktop or laptop should be running a Microsoft Window 7 or above, or an Apple Supported OS X 10 operating system. You should use a recent version of one of the following browsers for the best speeds: Chrome, Firefox, Internet Explorer, or Safari.

Hardware: You can use a Cat5e or Cat6 Ethernet cable to facilitate your wired connection. Your desktop, laptop, router or any other device within your home network should have Gigabit Ethernet interfaces or adaptors for wired connections or have Wi-Fi adapters capable of 200Mbps speeds.

What is the difference between Fast Ethernet and Gigabit Ethernet?

Speed of Fast Ethernet is 100Mbps

Speed of Gigabit Ethernet is 1000Mbps

What is a cable modem?

A cable modem is an external device that connects to your computer. Cable modems translate radio frequency (RF) signals to and from the cable plant into Internet Protocol (IP); the communications protocol spoken by all computers connected to the Internet.

Can I attach a server to your network?

It depends. The residential MyACTV service is for private, home use only and does not support or allow servers of any kind. However, MyACTV has Business class service available that does allow the kind of connectivity a server requires.

Can I use any TCP/IP stack with the MyACTV service?

Yes. However, MyACTV currently supports only Windows Server 2008 and above, Windows Vista and above, and Mac OS 10.9 (Mavericks) and above.

What is Antietam 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 Antietam 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 Antietam Smart WiFi?

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

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Television - General Info

Do I need a converter box?

If your TV is not cable ready (for more than 140 channels), you will need to get a converter box to receive Basic Plus channels.

How do I get a remote control for my converter?

Remote controls are provided with the rental price of a cable box.

I would like to hook up cable to additional TVs in my house. Is there any charge?

No! There is absolutely NO MONTHLY CHARGE for extra outlets. They are free with your cable service! There is a one time installation charge if you elect to have one of Antietam's technicians activate the outlet. If your TV is not cable ready and you need an additional converter, there will be a monthly rental fee.

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

Please refer to our online troubleshooting guide. You may fill out a Technical Repair form online and submit it to us. Always feel free to contact our office via our technical assistance line 24 hours a day/7 days a week at (301) 797-5000.

Do you have a program guide for your channels?

We have several!

Tune to channel 75 to view our 24-hour Electronic Program Guide: a continuously scrolling list of what is on each of our channels

We offer TV Guide mailed directly to your home. The cost is $4.00/month added to your cable bill.

Add a digital cable box for the Interactive Program Guide - and always know what's on!

Visit the TV Guide Website and search the channel listings right this minute!

How do I order PPV?

Please tune to cable channel 75 for ordering information and previews of pay-per-view featured movies, or press the menu button on your remote and go to the PPV icon. Or visit the PPV section of this web site.

What channels do you offer?

View our channel line-up.

How do you activate closed captioning?

  1. Press the "CBL" button on the remote control.
  2. Press the "Power" button on the remote control.
  3. After the converter powers off; Press the "Menu" button on remote control and the following menu will appear
  4. Press the ▲ and ▼ keys to highlight the setting "Closed Captions".
  5. Press the ► key to change the setting to enabled.
  6. Press the "Menu" button on the remote control and the menu will disappear
  7. Press the "Power" button on the remote control and the converter will power back on.

How do you setup parental controls?

View our video tutorial

Television Troubleshooting

No Signal On TV

If your HDTV or Standard TV displays a "No Signal" error message, Please try the following instructions:

  1. Determine how many TV's are affected. If it is one TV, continue to step two. If multiple or all TV's are affected, continue to step five.
  2. Ensure that your TV is on the correct source/input. (1) Press the input/source button on your TV remote control. (2) Cycle through all the available source/inputs on your TV until the correct source/input is selected. (ie. HDMI 1, HDMI 2, Component 1, Component 2, etc.) On standard TV's (non HDTV), you may have only 2 choices, TV or Video.
  3. If the source is correct from step two: 1) Unplug the HDMI cable from your Set-top Box. 2) Wait 30 seconds. 3) Plug the HDMI cable back in. 4) Wait for the signal to initialize. 5) Make sure all cables connected on the set-top box and your TV are secure.
  4. If the problem persists: 1) Unplug the power cable from the back of the set-top box. 2) Wait 60 seconds. 3) Plug the set-top box back in. 4) Wait for the signal to initialize.
  5. If you are still experiencing a problem: 1) Make sure ALL Video and/or Coax cables are connected securely. 2) Unplug the power from the affected set-top boxes. 3) Wait 60 seconds. 4) Plug the power back into the affected set-top boxes. 5) Wait for the signal to initialize.

If you continue to experience issues, You may fill out a Technical Repair form online and submit it to us. Always feel free to contact our office via our technical assistance line 24 hours a day/7 days a week at (301) 797-5000.

Tiling/Pixelation On TV

If you are experiencing tiling/pixelation on the TV, Please try the following instructions:

  1. Make sure ALL Video and/or Coax cables are connected securely.
  2. Unplug the power from the affected set-top boxes.
  3. Wait 60 seconds.
  4. Plug the power back into the affected set-top boxes.
  5. Wait 60 seconds.
  6. Wait for the signal to initialize.
  7. If you continue to experience issues, You may fill out a Technical Repair form online and submit it to us. Always feel free to contact our office via our technical assistance line 24 hours a day/7 days a week at (301) 797-5000.

Set-top box Will Not Power On

  1. If the set-top box will not power on, Please try the following instructions:
  2. Make sure the power cable is connected securely.
  3. Unplug the power from the affected set-top box.
  4. Wait 60 seconds.
  5. Plug the power back into the affected set-top box.
  6. Wait 60 seconds.
  7. Press the "CBL" button on the remote
  8. While pointing the remote at the set-top box, press the red power button.
  9. If you continue to experience issues, You may fill out a Technical Repair form online and submit it to us. Always feel free to contact our office via our technical assistance line 24 hours a day/7 days a week at (301) 797-5000.

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

You may fill out a Technical Repair form online and submit it to us. Always feel free to contact our office via our technical assistance line 24 hours a day/7 days a week at (301) 797-5000.

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TiVo

What does TiVo do?

TiVo powered by Antietam Broadband 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 Antietam Broadband 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 Antietam Broadband 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 Antietam Broadband’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’

I already own another TiVo device, can I link it to TiVo from Antietam Broadband?

Yes. Most TiVo DVR devices that you bought at a store will work with the TiVo service from Antietam Broadband. 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 Antietam Broadband.

What is the difference between retail TiVo Roamio and the TiVo T6 from Antietam Broadband?

The TiVo T6 from Antietam Broadband is similar to the retail TiVo Roamio. The big benefit of the T6 DVR from Antietam Broadband is that there is no upfront cost and that the T6 is fully integrated with Antietam Broadband On Demand, bringing you the latest hit shows and movies. You also have the benefit of 24x7 technical support with Antietam Broadband 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 Antietam Broadband 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!

How many TVs can get TiVo service?

Each T6 DVR can support up to 6 additional Minis and you can have TiVo Service on up to 20 TV sets in your home by adding multiple DVRs and Minis. However, in some large configurations, not all TV sets will be able to communicate with one another and share recordings. If you want to connect more than 10 TVs, call us and speak to a specialist to understand the details.

TiVo APP FOR TABLETS & SMARTPHONES Can I watch TV on my tablet or smart phone?

TiVo Service from Antietam Broadband provides you with the ability to stream Live TV or Recordings directly to your tablet or smart phone while inside of your home at no extra cost. iPad® and iPhone® users running iOS 7.0 and later also have the option to download shows off the DVR and take them with you on the road.

Can I go online to manage my scheduling and recording?

Yes, you can use the app on your tablet, smartphone or laptop from anywhere to search for shows and schedule recordings away from home.

Can I download any recorded show to play offline?

iOS users have the option to download a majority of shows. Not all content can be downloaded or transferred due to the copy protection restrictions by content owners. Download & take to go is not currently available for Android users.

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 Antietam Broadband?

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.

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.

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.

Digital Phone

What is Digital Phone?

Digital Phone is a multi-featured, residential phone service available from Antietam Broadband. Digital Phone service is as easy to use as your existing phone service from your traditional phone company. Plus, you get all the benefits of Digital Phone service, which include unlimited local and long distance calling throughout the United States, Puerto Rico, Guam, Canada and the Virgin Islands all for one low monthly price!

Can I call 911 using my Antietam Broadband Digital Phone?

Yes! Enhanced 911 (E911) is part of Antietam Digital Phone service. With enhanced 911, when you dial emergency services, the operator automatically receives your name and address information in advance. Please note that there may be circumstances under which the E911 services available with Digital Phone may be limited in comparison to traditional E911 service. Please see Antietam Broadband Digital Phone Agreement for more information.

If the power goes out, does my 911 service still work?

Antietam Broadband's Digital Phone service provides up to 8 hours of battery backup. So long as your battery backup is not uncharged, discharged, improperly installed or malfunctioning, your phone service will continue to work even if you lose electrical power. This includes your E911 service. Note that it's important to have a battery backup telephone to use at all times in case of power failure. Note that it is important to have a battery backup telephone to use at all times in case of power failure.

If my phone service is temporarily suspended for non-payment, does my 911 service stop working?

No. If you are temporarily suspended for non-payment, your 911 service will still function. If you are disconnected instead of suspended, then your 911 will NOT work. Disconnect reasons are:

  1. Your request to be disconnected.
  2. You fail to pay your bill after 45 days.

Under which circumstances would my E911 service stop working besides being disconnected by the cable company?

Any changes you make to the Antietam Broadband's Digital Phone equipment without first notifying Antietam Broadband may cause your 911 service to fail. Please notify Antietam Broadband before making any changes to your equipment. A few reasons your 911 service would stop working are:

  1. If you move the Digital Phone equipment to a different address without first notifying Antietam Broadband of the move
  2. If the Digital Phone equipment fails or is not configured properly
  3. If your home or equipment loses electrical power AND battery is dead in Digital Phone equipment (eMTA).

Please see Antietam's Digital Phone Agreement for more details.

Digital Phone - Long Distance

Can I chose my Long Distance carrier?

With Momentum Telecom as our provider, we do not have the option of offering the ability to choose a separate carrier and have our digital phone service. However, Antietam Broadband's Digital Phone comes with FREE long distance in the United States, Puerto Rico, Guam, Canada and the Virgin Islands.

How do I make long distance calls?

Press 1 before the area code and telephone number and dial as usual.

Can I make international calls?

By default, outbound international calling for all business and residential phone services is disabled. If you do not plan to place international calls, then no action is required. If you do wish to place international calls, please contact our office at 301-797-5000 to enable international calling on your account. If you use a calling card to place international calls, it is not necessary to activate international calling. Please note that you will be billed for international calls on your normal monthly bill in arrears so it may take 1 or 2 billing cycles for the charges to appear.

How do I make international calls?

Just dial as usual- that is, 011 + country code + city code + telephone number. Calls to international locations are extra but are billed at discounted rates.

Can I use my calling card for long distance calls?

Antietam Digital Phone provides local and long distance calling included in the price, so there is no need to use a calling card. However, you may use a calling card for international calls.

Phone Installation FAQs

How soon can my Digital Phone service be installed?

We are usually able to complete installation in 3-10 business days.

Do I need to be home?

Yes. In order for Antietam Broadband to install and test your service, you need to be present.

What if I can't be home?

If the primary account holder cannot be home at the time at the installation, they must come into our front office before the installation, to pre-sign their paperwork.

I wasn't home, and now my phone is out of service. What should I do?

Contact Antietam Broadband at 301-797-5000 to reschedule the installation.

How long does installation take?

Approximately 2 hours.

How soon will my Digital Phone service be active?

Same day as installation, once the installer is completed the phone services are active. The installer will provide you with a welcome kit that details all aspects of your service.

What if I have to reschedule my phone installation date?

It is important that you notify us 3 business days or more prior to your scheduled installation date to avoid losing your phone number. Call 301-797-5000.

Digital Phone Equipment FAQs

Can I move my Digital Phone equipment modem from one location to another?

Moving your Digital Phone equipment may cause your service, including E911, to stop functioning. Please call Antietam Broadband before moving your Digital Phone equipment.

Does Antietam Broadband provide technical support for my Digital Phone service?

Yes. To contact us 24/7, call 301-797-5000. Technical Phone Support is FREE!

Who maintains my Digital Phone equipment?

Antietam Broadband does.

Do I have to buy any extra equipment?

No. Antietam Broadband will provide you with the equipment (eMTA) that you need for Digital Phone service for a nominal fee.

Do I need a special phone?

No. All standard touch-tone, wall-mounted, portable and cordless phones work with Digital Phone.

Is Digital Phone compatible with answering machines and Caller ID display?

Yes, Digital Phone is compatible with most answering machines and Caller ID displays. You must have a Caller ID display to use Caller ID. Remember that Caller ID, Call Waiting, Call Waiting ID and Call Forwarding and more are at no additional cost with Digital Phone.

Will a fax machine work with Antietam Broadband Digital Phone service?

Yes, in most cases. Some older fax machines may not be compatible.

Will Digital Phone work with my home network?

Yes. Antietam Digital Phone and High-Speed Data services are separate. Your home network will not be affected by Digital Phone.

Will Digital Phone work with my alarm system?

Antietam Digital Phone will work with the majority of alarm systems available on the market today. However, some older alarm systems may not be compatible. Please contact the alarm manufacturer to be sure.

TiVo

What does TiVo do?

TiVo powered by Antietam Broadband 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 Antietam Broadband 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 Antietam Broadband 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 Antietam Broadband’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’

I already own another TiVo device, can I link it to TiVo from Antietam Broadband?

Yes. Most TiVo DVR devices that you bought at a store will work with the TiVo service from Antietam Broadband. 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 Antietam Broadband.

What is the difference between retail TiVo Roamio and the TiVo T6 from Antietam Broadband?

The TiVo T6 from Antietam Broadband is similar to the retail TiVo Roamio. The big benefit of the T6 DVR from Antietam Broadband is that there is no upfront cost and that the T6 is fully integrated with Antietam Broadband On Demand, bringing you the latest hit shows and movies. You also have the benefit of 24x7 technical support with Antietam Broadband 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 Antietam Broadband 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!

How many TVs can get TiVo service?

Each T6 DVR can support up to 6 additional Minis and you can have TiVo Service on up to 20 TV sets in your home by adding multiple DVRs and Minis. However, in some large configurations, not all TV sets will be able to communicate with one another and share recordings. If you want to connect more than 10 TVs, call us and speak to a specialist to understand the details.

TiVo APP FOR TABLETS & SMARTPHONES Can I watch TV on my tablet or smart phone?

TiVo Service from Antietam Broadband provides you with the ability to stream Live TV or Recordings directly to your tablet or smart phone while inside of your home at no extra cost. iPad® and iPhone® users running iOS 7.0 and later also have the option to download shows off the DVR and take them with you on the road.

Can I go online to manage my scheduling and recording?

Yes, you can use the app on your tablet, smartphone or laptop from anywhere to search for shows and schedule recordings away from home.

Can I download any recorded show to play offline?

iOS users have the option to download a majority of shows. Not all content can be downloaded or transferred due to the copy protection restrictions by content owners. Download & take to go is not currently available for Android users.

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 Antietam Broadband?

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.

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.

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.

Smart WiFi

What is Antietam 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 Antietam 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 Antietam Smart WiFi?

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

Flight

What does 1 Gigabit per second Internet mean?

The connection speed available at the device we install on your premises is capable of transmitting 1,000,000,000 bits of information every second. Understand that your actual throughput speed depends on many factors.

Why would I want Antietam Flight 1Gbps service in my home or business?

Because this is the most advanced, cutting edge technology that can dramatically change the way you interact with the Internet. To start, here are some key benefits to consider:

For Your Home

  • Browse the Web with instant page changes, photo sharing, shopping and more with no buffering.
  • An amazingly fast, richer multi-player gaming experience.
  • Stream multiple movies simultaneously on devices throughout your home.
  • Imagine a future with everything from virtual doctor appointments, remote access to the classroom, and even live participation in public events, right from your living room.

For Your Business

  • Download and upload huge files in a flash
  • Video conferencing
  • Best experience for multiple employees
  • Perfect for data-hungry applications
  • E-commerce
  • Increased productivity and more!

What do I need to know about Internet speeds with Flight?

We want to make certain you enjoy all of the benefits offered by Antietam Flight gigabit speeds! Our engineers and technicians have put a lot of work into designing systems to help deliver that gigabit experience inside your home. First, we pull a fiber optic connection directly to your home and connect it to an Antietam provided Optical Network Unit (ONU).

Wired devices

Although Antietam Flight provides 1 Gigabit speeds, there are a number of factors that can cause your network speeds to slow down. Some of these include:

  • Older network interface card: If your computer, laptop, and tablet has a 1 Gig network interface card, the device has the ability to communicate with Antietam Flight fiber network at 1 Gig speeds when connected to the Network Box with an Ethernet cable. Some devices that have a 1 Gig network card may not communicate at that speed inside the device, which can also affect your overall communications speed.
  • Out-of-date hardware: Many factors affect upload and download speed, including the type and age of hardware, the operating system, web browser, and the other applications. When performing network speed tests, make sure your device is wired to the network with no other applications running.
  • Slow connections between Antietam Flight fiber network and the websites you visit: Not all points on the Internet between Antietam Flight fiber network and the websites you visit (including speed test websites) necessarily run at 1 Gig. Even if our network and your devices are can accommodate 1 Gig speeds, you may not receive 1 Gig speeds from end to end - often due to heavy traffic or rerouting delays on other parts of the Internet.

Wireless devices

  • Wireless adapters typically do not accommodate the full 1 Gig speed. To get the fastest possible network speeds, you should use a wired connection.
  • If you do use wireless devices with Antietam Flight 1 Gig service , you can still expect much faster speeds than you would get with other types of wireless access. Wireless speeds can be improved by reducing exposure to interference from outside sources that can cause significantly reduce network speeds for wireless devices. Learn more about optimizing your wireless network.
  • Maximum speed is determined by a number of factors, including the connection type, the number of devices you're running simultaneously, the age of your device, etc.
  • The following sections describe speeds achieved using Antietam Flight Gigabit service on a variety of wireless and connected devices.

What if I’m not getting the speeds I expect?

If you're not getting the speeds you expect, you may need to change something in your environment or upgrade your device.

Wi-Fi speeds can be affected by the following:

  • The number of wireless devices connected to the network at the same time. Connecting many devices to a network at the same time can reduce available bandwidth for each device. Reducing the number of devices connected to a network might improve performance.
  • The distance between the device and access point.
  • Device characteristics, such as the 802.11 version.
  • The Internet itself. Most common Internet destinations do not serve content to users at 1 Gbps speeds. Even though you have 1 Gbps service and you have wired your computer directly into your new router to be able to download at 1 Gbps, you still cannot download any faster than the server to which you are connected can serve.
  • Both Wi-Fi and wired connections can be affected by the quantity and quality of content being downloaded or uploaded.

If you choose to use a wireless router with Antietam Flight Gigabit, please consider the following:

  • Network equipment should have 1Gbps ports. The router/firewall may not be able to support 1Gbps throughput even if the physical ports are 1 Gigabit capable.
  • If you use a router, you may need to make provisions for QoS (Quality of Service) and rate limiting to ensure optimal performance for all connected devices.
  • The number of devices utilizing the 1Gbps Internet connection can limit bandwidth for individual users.
  • The internal router firewall must be capable of processing data at speeds of 1Gbps.
  • A wireless router will not provide 1Gbps speeds wirelessly (see below).
  • The network protocols themselves have overhead necessary to function. A 1Gbps connection speed will always have a lower throughput speed because of this network overhead.

What types of cables will be used with Antietam Flight Gigabit?

CAT5e and Cat6 Ethernet cables best support Antietam Flight Gigabit speeds.

Do I need to buy new devices?

Probably not, unless they are older. Any device between the modem and your computer could be a weak link in the chain, limiting the speed of the connection. These devices may include your firewall, router, switch and laptop, tablet or smartphone. Check the documentation for the specific devices to find out the maximum speeds. Newer equipment with a 1000BaseT network interface card may support up to 1 Gbps speeds. However, most smartphones and tablets are limited to speeds well below 1 Gbps. Check for your devices' performance characteristics here.

Do I need additional equipment?

No. When we install your new Internet service we will activate an Ethernet port that will connect to your computer or network device.

Will I need a modem?

You do not need a modem. Antietam will provide the device that the fiber connects to (Optical Network Unit).

Can I buy my own modem?

No, Antietam Flight Gigabit service does not use a modem. It uses an Optical Network Unit (ONU) that we will provide as part of the service.

Will I be able to use WiFi with Antietam Flight Gigabit?

Yes. The equipment we will provide is designed to give you Internet access either through the wired connection. You may also connect a wireless router to the device that Antietam Flight provides. For the best performance, we recommend you use an 802.11AC router with multiple streams. Antietam can provide these routers for an additional charge.

Can I use my own wireless router?

Yes. We recommend an 802.11ac router with multiple streams to receive the best wireless experience. Please note that wireless speeds are dependent on the device capabilities.

Will my WiFi connection be as fast as a wired connection?

No, WiFi connections are slower than wired connections. We recommend an 802.11ac router with multiple streams to receive the best wireless experience. Please note that wireless speeds are dependent on the device capabilities.

What is fiber optic cabling and what are its benefits?

Fiber optic cabling contains one or more strands of glass. Digital pulses of light carry signals along the line at the speed of light. This is the preeminent technology for Internet speed and reliability - it offers the highest speeds, best signal transmission, and best reliability in adverse weather conditions.

Is the speed the same in both directions (uploading and downloading)?

Yes, this is one of the great technological benefits of the service. Antietam’s service will deliver 1Gbps upload AND download. This is particularly important for home-based businesses and two-way video conferencing sessions among other benefits. Actual transmission speeds will depend on your equipment.

Will there be a need to place any equipment on my home or business?

An Antietam Optical Network Unit (ONU) will be placed on the side of your home or business, which will house the fiber connections from the home or business to the rest of the Antietam Flight fiber network. Fiber optic cable will also be run underground or overhead (following utilities) from the street to the box on the side of your home or business.

How far does the fiber actually go into my house or business?

Fiber connects to an Optical Network Unit (ONU) in your home or business. This allows Ethernet services to connect to devices in the building.

What can I expect on the day of the Antietam Flight fiber installation?

On the day your installation is scheduled, our dispatcher will give you a confirmation call before the installer arrives. When our Installation Specialist arrives, he or she will ask you where you want the equipment placed and will be ready to offer advice about positioning the devices to optimize your signal throughout the home or business. If possible, plan to have all your devices in their permanent locations prior to the arrival of the installer. Clear other items out of the areas where you think the Installation Specialist might be working. Your feedback is welcome and appreciated in order to provide you a successful installation.

Our Installation Specialist will do all of the work. He or she will run fiber from an outside equipment box directly into your home or business. The Installation Specialist will try to use existing wires in the walls at your location whenever possible. It is not necessary to wire your home or business for Ethernet. However, if your location is already wired with Ethernet cables, the best Ethernet cable to use for gigabit service is Cat5e and or Cat6a.

If you plan to use the Antietam wireless access point, you’ll want to figure out a location where you can get reliable coverage throughout the house or office area. The installer will string network cable to join that location to your Antietam Optical Network Unit (ONU).