Television FAQ

With Gearheart Broadband, you can count on consistent internet speeds that match your plan during regular use, except in cases of unforeseen service disruptions. However, keep in mind that factors like your router’s condition and placement, the time of day, and the number of connected devices can affect performance. Rest assured, your speeds remain reliable within our service guarantee and usage policies.

Gearheart Broadband and Gearheart Fiber plans of 1 gig or higher come with unlimited data, so you can stay connected without worrying about overage fees. Lower-tier plans start with a 1,500-gig monthly data allowance. If you exceed this limit, a charge of $2.50 per 50 gigs will apply. For added peace of mind, Data XL is available across all Gearheart Broadband tiers, providing extra flexibility for your internet usage needs. You can reference our data-tier policies here.

Yes, in most cases, you can use your own router or modem with Gearheart Broadband, which can help you save on rental fees—provided your equipment meets or exceeds the provider’s technology standards.

However, routers and modems offered by Gearheart Broadband are specifically designed to work seamlessly with your internet plan and chosen speed. Using provider-recommended equipment ensures optimal performance, professional installation, and hassle-free maintenance or repairs if issues arise.

Gearheart Broadband gives customers the flexibility to either use a provider-supplied router or bring their own, as long as it’s compatible with their internet service speed.

If you need to update your Plume Wi-Fi password for security or convenience, you can easily do so using the Plume HomePass app. Follow these steps:

1. Open the Plume HomePass App

   • Make sure your phone or tablet is connected to your Plume network.
   • Open the Plume HomePass app, available for both iOS and Android.

2. Access Network Settings

   • Tap the Menu (☰) or Settings icon in the app.
   • Select Adapt or Wi-Fi Settings (this may vary depending on your app version).

3. Update Your Wi-Fi Password

   • Find the Primary Wi-Fi Network section.
   • Tap on your Wi-Fi name (SSID) to update it.
   • Enter a new secure password in the password field.

4. Save Changes

   • Tap Save or Apply to confirm the new password.
   • Your network may briefly disconnect as the changes take effect.

5. Reconnect Your Devices

   • After updating the password, reconnect all devices using the new Wi-Fi credentials.

If you experience any issues, try restarting your Plume Pods or contact Gearheart Broadband tech support for assistance.

If your high-speed internet isn’t working or you have no internet connection, here’s a step-by-step troubleshooting guide to help identify and fix the problem:

1. Check for a Service Outage
   Check your ISP’s status page or use a service like DownDetector to see if there’s a known outage. If there’s an outage, you’ll have to wait until it’s resolved.

2. Restart Your Equipment
   Unplug your modem and router from power.
   Wait 30–60 seconds.
   Plug in the modem first and wait for it to fully start up (all lights steady).
   Plug in the router and wait for it to connect.

3. Check the Modem and Router Lights

• Power light – Should be solid.
• Internet/Online light – Should be solid (if blinking, it’s trying to connect).
• Wi-Fi light – Should be on (if not, turn it on or reset).
• LAN light – Should blink when data is being transmitted.

If the lights aren’t working correctly:

• Make sure the coaxial or fiber cable is securely connected.
• Try a different cable or port (if available).

4. Check Device Connections
   Try connecting directly to the modem using an Ethernet cable to see if it’s a Wi-Fi issue or a total internet issue. If Ethernet works, the problem is with the router or Wi-Fi settings.

• If Ethernet doesn’t work, it’s likely a problem with the modem or your ISP.

5. Reboot or Reset Your Router
   Restart the router by unplugging it for 30 seconds.
   If it still doesn’t work, reset it to factory settings using the reset button (hold for 10–30 seconds).

6. Forget and Reconnect Wi-Fi Network
   On your device, “Forget” the network.
   Reconnect by entering the Wi-Fi password.

7. Update or Reinstall Router Firmware
   Log into your router’s admin page (usually 192.168.0.1 or 192.168.1.1).
   Check for available updates and install them.

8. Try a Different Device
   If one device works but another doesn’t, the issue might be with the device’s settings or network adapter.

9. Contact Your ISP
   If none of the above steps work, contact your internet service provider.
   Mention any error messages or light patterns on the modem/router to help them diagnose the issue.

Speedtest.net is a widely used internet performance testing tool that allows users to measure their internet connection’s speed, reliability, and latency. It provides quick and accurate insights into three key metrics: download speed, upload speed, and ping (latency). The platform works by connecting to a nearby server and measuring how quickly data can be downloaded from and uploaded to that server. The test typically takes less than a minute and provides real-time results, making it easy for customers to assess their internet performance and identify potential issues.

For Gearheart Broadband customers, Speedtest.net is a valuable tool for ensuring they are receiving the internet speeds they are paying for. It helps customers troubleshoot connectivity issues by identifying whether slow performance is due to the internet provider, home network setup, or device limitations. By regularly using Speedtest.net, Gearheart Broadband customers can monitor their network’s performance and work with customer support to resolve any discrepancies or outages. This leads to a more consistent and reliable internet experience, whether customers are streaming videos, playing online games, or working from home.

Test Your Internet Speed

Yes of course!

Instant Access TV lets you start watching live channels, on-demand shows, or movies right away — no cable box, no satellite dish, and no waiting.

It works over the internet, just like Netflix or YouTube.

Here’s How It Works:

1. You sign up for the service (often online or through your provider).

2. You connect using:

   • A smart TV

   • A streaming device (like Roku, Fire Stick, Apple TV)

   • Or even your phone, tablet, or laptop

3. Open the app, log in, and start watching instantly!

No technician, no installation — just streaming through your internet connection.

Why People Love It:

• No waiting — it’s ready the moment you sign up

• No bulky equipment or rental fees

• Watch on multiple devices (TV, tablet, phone)

• Access to live TV, on-demand shows, and sometimes DVR features

• Watch from anywhere with an internet connection

Instant Access TV is a quick and easy way to start watching your favorite shows and channels over the internet — no cables, no setup, just instant entertainment.

Your cable modem has several ports on the back — each one has a specific job to help get you online and keep your devices connected.

1. Coaxial Cable Port (Coax)

• What it does: Connects your modem to the cable line from your wall.

• Why it matters: This is how your internet signal comes into your home from your provider.

Think of it as the “internet-in” port.

2. Ethernet (LAN) Ports

• What they do: Connect your modem to a router or directly to a computer using an Ethernet cable.

• Why it matters: These ports send the internet from the modem to your devices.

Most modems have 1 Ethernet port, but modem-router combos may have 4 or more.

3. Power Port

• What it does: Connects the modem to power using the supplied adapter.

• Why it matters: Without this, the modem won’t turn on!

4. Reset Button (usually a small pinhole)

• What it does: Resets the modem to factory settings when held down for 10–15 seconds.

• Why it matters: Helpful for troubleshooting issues if nothing else is working.

5. Optional: USB Port or Phone Ports (VoIP)

• USB Port (rarely used): Sometimes for file sharing or firmware updates

• Phone Ports (for modems with voice service): Connects to landline phones if your provider offers home phone service

1. Check for Outages

• Visit your Our website (on mobile data if needed) or call their support line.

2. Reboot Your Equipment

• Unplug your modem and router (if separate).

• Wait 30 seconds, then plug them back in (modem first, then router).

• Wait a few minutes for everything to reconnect.

3. Check Connections

• Ensure all cables are firmly connected, especially:

  • Coaxial cable to the modem

  • Ethernet cable from modem to router or PC

  • Power cables

4. Verify Modem/Router Lights

• Power light should be solid.

• Downstream/Upstream lights should blink, then go solid.

• Internet light should be on (often a globe or “@” symbol).

• No lights or blinking red? Likely a signal issue or modem failure.

5. Test with a Direct Connection

• Plug your computer directly into the modem via Ethernet.

  • If it works, the issue may be with the router or Wi-Fi.

  • If it doesn’t, likely a modem or service problem.

7. Reset Modem (if needed)

• Use a paperclip to hold the reset button on the modem for 10-15 seconds.

• Warning: This resets all settings. Only do this if instructed by your ISP or as a last resort.

8. Contact Your ISP

If none of the above works:

• Call our technical support.

• Ask if your modem is registered properly or if there’s a line issue.

• Unplug the power cord from the modem.

  • If your modem has a power button, turn it off first (if applicable).

• Wait 30 to 60 seconds.

  • This lets the device fully power down and clear memory.

• Plug the power cord back in.

  • If there’s a power button, turn it back on.

• Wait a few minutes for it to reconnect to your ISP.

  • The lights on the front should go through a blinking sequence and then stabilize (usually solid green or blue).

If you’re renting, you usually need your landlord’s permission to add any kind of outlet.

If You Want to Add Outlets:

• Ask your landlord first—you may need written approval.

• You’ll likely need to hire a licensed professional to do the work.

• You may have to pay for it yourself and possibly remove it when you move out.

Easier Alternatives:

• Use power strips for more plugs.

• Use Wi-Fi or a mesh system instead of installing Ethernet outlets.

• For cable, a coax splitter might help without needing new wiring.

You can block channels you don’t want to see using Parental Controls or Channel Settings — it only takes a few steps and helps you keep your TV lineup cleaner or more kid-friendly.

If You’re Using a Cable or Satellite Box:

1. Go to the Settings or Menu on your remote

2. Look for Parental Controls, Channel Block, or Content Restrictions

3. Enter your PIN (or set one if you haven’t already)

4. Select the channels you want to hide or block

5. Save your settings

This hides the channels and prevents access unless the PIN is entered.

If You’re Using a Streaming Service (like YouTube TV, Hulu Live, etc.):

• Go to Settings > Live Guide or Channels

• You can unfavorite or hide channels from showing up in your guide

• Some services also have Parental Controls under account settings for blocking content by rating or channel

Why Block Channels?

• Keep inappropriate content away from kids

• Remove channels you never watch

• Clean up your guide for easier browsing

If your TV service stops working, don’t worry — there are a few simple steps you can take to get things back up and running.

Step 1: Check for an Outage

• Visit your provider’s website or app to see if there’s a known outage in your area.

• You can also call customer support or check their social media pages for updates.

If it’s a widespread issue, the provider is likely already working to fix it.

Step 2: Check Your Equipment

• Make sure your TV, cable box, or streaming device is turned on and securely connected.

• Check that all cables (HDMI, power, coaxial, etc.) are firmly plugged in.

• Look for any error messages on screen — they can help identify the problem.

Step 3: Restart Your Equipment

• Unplug your cable box or streaming device for 30 seconds, then plug it back in.

• If you’re using a modem/router for a streaming service, restart those too.

A quick reboot often solves temporary glitches.

Step 4: Check Your Internet (for Streaming Services)

• If you’re using a streaming service, make sure your internet is working.

• Try loading a website or streaming on another device to confirm.

Step 5: Contact Support

• If nothing works, contact our customer support service!

If only one TV in your home has poor reception or a bad picture, there are a few common reasons why that might happen:

1. Connection Issues

• The cable or HDMI cable connecting that TV might be loose, damaged, or old.

• Try unplugging and firmly reconnecting the cables, or swapping them with cables from a TV that works well.

2. TV Settings

• Sometimes the picture settings on that TV might be off.

• Check the TV’s input source and picture settings, or try resetting the TV to default settings.

3. Signal Splitter or Wiring Problems

• If you have multiple TVs connected through a splitter or shared wiring, the splitter or cables going to that specific TV might be faulty or causing signal loss.

• A bad splitter or long cable run can weaken the signal to just one TV.

4. Equipment Issues

• If that TV uses a separate cable box or receiver, it might have a problem or need a restart.

• Try power cycling the box by unplugging it for 30 seconds and plugging it back in.

When your TV picture keeps pausing or buffering, it usually means the video isn’t downloading fast enough to play smoothly. Here are some common reasons why this happens:

1. Slow or Unstable Internet Connection

• If you’re streaming shows or movies, your internet speed might not be fast enough or may be dropping out.

• Other devices using the internet at the same time can slow it down.

2. Wi-Fi Signal Issues

• If your TV or streaming device is far from the Wi-Fi router or there are walls/obstacles in between, the signal can weaken.

• This causes interruptions or buffering.

3. Network Congestion

• During busy times (like evenings), many people using the internet in your area can slow down the network.

4. Device Performance

• Older streaming devices or TVs may struggle to process high-quality video streams smoothly.

5. Streaming Service Issues

• Sometimes, the problem is on the streaming provider’s end, with their servers or network.

What You Can Do:

• Restart your modem, router, and streaming device

• Move your router closer to your TV or use a wired Ethernet connection if possible

• Limit other internet-heavy activities while watching

• Lower the video quality in the streaming app settings if needed

Those black bars you see on the sides of your screen are called “pillarboxing” — and they happen because of the way the video is formatted compared to your TV’s screen size.

Here’s What’s Going On:

• TV screens usually have a 16:9 widescreen ratio (wider than tall).

• Some shows or channels broadcast in an older, narrower format (like 4:3), which is more square-shaped.

• To keep the picture from looking stretched or squished, your TV adds black bars on the left and right to fill the extra space.

Why Not Stretch the Picture?

• Stretching the image would make people look wider or objects distorted.

• The black bars keep the picture looking natural and in the correct shape.

Sometimes You’ll See Black Bars:

• When watching older TV shows or classic channels

• On certain news or local channels

• When the broadcaster uses a different aspect ratio than your TV

What You Can Do:

• Check your TV’s picture settings — some have zoom or stretch options, but these can distort the image.

• Accepting the black bars means you’re seeing the picture as it was meant to be.

1. Power Cycle the Box

• Unplug the power cord from the back of the box.

• Wait 30 seconds.

• Plug it back in and allow the box to reboot.

This simple step can resolve many temporary issues.

 2. Check Internet Connection

• Verify that your internet is working by testing other devices.

• Restart your modem and router by unplugging them for 30 seconds, then plugging them back in.

• Ensure the box is connected to the correct Wi-Fi network or via Ethernet.

3. Inspect Cables and Connections

• Ensure all cables (HDMI, coaxial, Ethernet) are securely connected.

• Replace any faulty cables, as damaged ones can cause connectivity problems.

4. Update Software

• Navigate to Settings > Network Settings > TiVo Software Updates.

• If an update is available, follow the prompts to install it.

5. Check TV Input and Settings

• Confirm your TV is set to the correct HDMI input.

• Adjust the TV’s picture settings if necessary.

6. Re-pair the Remote

If the remote isn’t working:

1. Hold down the TiVo and Back buttons simultaneously until the red activity light turns solid.

2. Release both buttons; the light will flash amber.

3. Follow the on-screen prompts to complete the pairing process.

 7. Factory Reset (Last Resort)

If all else fails:

1. Navigate to Settings > System > Reset & Admin > Factory Reset.

2. Follow the on-screen instructions.

Note: This will erase all settings and data.

8. Contact Support

Your TiVo Force 1 remote controls both the TiVo box and your cable box (for things like changing channels or volume), but sometimes it stops working with the cable box for a few reasons:

Common Causes:

1. Remote Not Paired Correctly

   • The remote needs to be set up or paired to control your specific cable box model.

2. Battery Issues

   • Weak or dead batteries can cause the remote to lose connection.

3. Interference or Obstructions

   • Objects or distance can block the remote’s signal.

4. Cable Box Settings

   • The cable box might have a setting that disables remote control from external devices.

Quick Fixes:

1. Reprogram the Remote

   • Follow these steps to program the remote to control your cable box:

     • Press and hold the Setup button until the LED blinks twice.

     • Enter the code for your cable box brand (you can find codes in the TiVo manual or online).

     • Test by pressing Power or Volume to see if the cable box responds.

2. Replace the Batteries

   • Swap out old batteries with fresh ones and try again.

3. Remove Obstructions

   • Make sure nothing is blocking the remote’s signal to the cable box.

4. Power Cycle Your Equipment

   • Unplug your TiVo box and cable box for 30 seconds, then plug them back in.

Need Help?

If you want, I can help you find the correct remote codes or walk you through reprogramming your remote step-by-step.

Some TiVo devices, including many TiVo boxes like the TiVo Bolt and TiVo Edge, do have built-in Wi-Fi. This means they can connect directly to your home Wi-Fi network without needing an Ethernet cable.

Why It Matters:

• Easier setup — no need to run wires from your router to the TiVo box.

• More flexibility — you can place the TiVo box anywhere with Wi-Fi coverage.

• Streaming & Updates — the box can stream shows and get software updates over Wi-Fi.

Important:

• Not all TiVo models have built-in Wi-Fi, so it’s good to check the specs for your specific device.

• For the best, most reliable connection—especially for streaming 4K or DVR playback—using an Ethernet cable is often recommended.

Most likely yes, as long as the modem is still giving you a good internet connection.

Here’s What You Need to Know:

• TiVo needs internet to work (for guide data, apps, etc.).

• If your modem is working and your internet is active, TiVo should work fine.

• If your TiVo connects by Wi-Fi, make sure you also have a router—a modem alone won’t give you Wi-Fi.

Yes, you can! Just make sure of the following:

What You Need:

• A modem that works with your internet provider

• A modem that supports DOCSIS 3.0 or 3.1 (this just means it’s fast enough)

• A Wi-Fi router if your modem doesn’t have Wi-Fi built in

• A working internet connection—TiVo needs it to download guides and stream shows

How It Connects:

TiVo connects to the router, not directly to the modem.
So the setup should be:
Modem ➜ Router ➜ TiVo (via Wi-Fi or Ethernet)

How to Pair Your TiVo Voice Remote

1. Make sure your TiVo box is on.

2. Point the remote at the box.

3. Press and hold the TiVo button + Back button

   • Hold both for about 5 seconds

   • The remote light will flash amber, meaning it’s in pairing mode

4. Wait for on-screen confirmation

   • You’ll see a message when the pairing is successful

Now your voice remote should control the TiVo box and respond to voice commands (like “What’s on tonight?” or “Launch Netflix”).

If pairing doesn’t work, try restarting both the TiVo box and the remote, then try again.

Need help identifying your remote model or TiVo box? I can help with that too!

How to Pair TiVo with Alexa

1. Set up your TiVo and make sure it’s connected to the internet.

2. Open the Alexa app on your phone.

3. Tap More (bottom right), then Skills & Games.

4. In the search bar, type “TiVo” and select the TiVo skill.

5. Tap Enable to Use.

6. Sign in with your TiVo account credentials to link Alexa to your TiVo.

7. Follow the prompts to discover your TiVo devices.

You can say things like:

• “Alexa, ask TiVo to play [show name].”

• “Alexa, ask TiVo to pause.”

• “Alexa, ask TiVo what’s on.”

What Does TiVo Do?

TiVo is a digital TV and streaming device that helps you:

• Record live TV shows and movies so you can watch them anytime

• Pause, rewind, and fast-forward live TV

• Stream shows and movies from apps like Netflix, Hulu, Amazon Prime, and more

• Get personalized show recommendations based on what you like to watch

• Search for shows across live TV and streaming apps all in one place

• Use voice commands to find and control your entertainment

• Live TV Pause & Replay: Pause, rewind, and fast-forward live TV anytime.

• DVR Recording: Record multiple shows or movies and watch them later.

• Streaming Apps: Access popular apps like Netflix, Hulu, Disney+, Amazon Prime Video, and more.

• Universal Search: Search for shows and movies across live TV and streaming apps all at once.

• Personalized Recommendations: TiVo suggests shows and movies based on what you watch.

• Voice Control: Use your TiVo remote or Alexa to control your TiVo with voice commands.

• OnePass: Automatically find and record every episode of your favorite shows.

• SkipMode & QuickMode: Skip commercials or watch recordings faster without losing audio quality.

• Multi-Room Viewing: Watch your TiVo recordings on other TVs in your home (with additional TiVo devices).

• Guide & Schedule: Easy-to-use TV guide to browse and schedule recordings.

• Mobile App: Watch live TV or recordings on your phone or tablet with the TiVo app.

Intelligent technology that suggest shows and movies based on your personal preference. Plus, up to five profiles can be set up with Gearheart TV for the entire family. Create a PIN from inside the Gearheart TV app to enable parental controls. When on, the PIN must be entered each time mature content is played.

• No!
  • Cloud DVR (Digital Video Recorder) is a feature that lets you record TV shows, movies, or live events — and store them online instead of on a physical box.
  • Think of it like a DVR, but instead of saving recordings on your cable box, it saves them in the cloud (the internet), so you can watch them anytime, from almost any device.
    • Set it and forget it…Set recording from your mobile device from anywhere.

Access FREE Content from your Cell Phone from anywhere in the world. Watch ESPN, FX, Syfy and more, absolutely FREE with your Gearheart TV Subscription.

Every new Gearheart TV subscriber gets 25 hours of Cloud DVR for FREE and can expand up to 300 hours!