FAQ


General

1. How do I contact Long Lines?

Long lines can be contacted four ways:

Phone:
Customer Support: 712-271-4000

Email: info@longlines.biz

In Person: Find a Long Lines store near you.

Mail: 
Long Lines
PO Box 67
Sergeant Bluff, IA 51054


2. Where are you located?

Click here to locate a Long Lines store near you!


3. What are your hours?

Customer Care: Monday through Friday, 8:00am - 6:00pm

Click here to find a store near you and view business hours!


4. 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 866-901-5664 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.


5. What channels are available?

Click here to view our channel lineup


6. How soon can I get my cable connected?

If your home has never had cable, the length of time depends on your location and will be estimated on an individual case basis.


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

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


8. 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.


9. 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 Speeds FAQs

1. How fast is it?

Long Lines offers the fastest Internet speeds with download capabilities up to 1GB! We offer speeds and prices that will fit your particular needs.

*Actual speeds will vary. Factors that affect downstream data speed include: overall network traffic; the computer's performance and configuration; accessing non-cached or cached data; location and configuration of the accessed server; performance characteristics of each component of the data network; the number of users, and all users' compliance with MyACTV's Acceptable Use Policy, available at http://www.myactv.net/acceptable.html. Upstream data transfer speed is limited to 1 Mbps.


2. What does a faster connection do for me?

Subscribing to a faster Internet package will allow you to download files quicker, stream movies seamlessly without the need to buffer content. If you have several people in your household you will be able to have multiple sessions going at the same time and everyone will be able to have the bandwidth they need.


Internet - Installation FAQs

1. Are there additional installation or setup fees?

Installation fees may be applied if your home or business is not wired for Cable TV.


2. Can I get Long Lines in my neighborhood?

Long Lines Internet is available everywhere that Long Lines Cable TV is available. There are some additional areas where we provide Internet. Please use the Service Availability form or call us at 866-901-5664.


3. Does Long Lines install new cable in my neighborhood?

Long Lines is constantly expanding our service coverage area. Please use the Service Availability form or call us at 866-901-5664.


4. 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

1. What hardware and software do I need to use Long Lines?

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

Hardware: You will need a two-way, DOCSIS 3.0 or higher compliant cable modem, if you are subscribing to a DOCSIS 3.0 service, with a small rental fee.

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


2. What are the minimum system requirements?

Microsoft Windows Vista or laterMac 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 300M Ultra:

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 300Mbps speeds.

What is the difference between Fast Ethernet and Gigabit Ethernet?

Speed of Fast Ethernet is 100Mbps

Speed of Gigabit Ethernet is 1000Mbps


3. 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.


4. Can I attach a server to your network?

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


Television - Programming FAQs

1. Do you have a program guide for your channels?

  • Tune to channel 4 to view our 24-hour continuous scrolling list of our basic channels
  • Visit the TV Guide Website and enter your zip code for up to date program listings.
  • Add a digital cable box or DVR with the Interactive Program Guide - and always know what's showing!

2. How do I order PPV?

Please tune to cable channel 350 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.

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3. What channels do you offer?

View our channel line-up.


Television - Equipment FAQs

1. Do I need a converter box?

If your TV does not have an internal QAM tuner, you will need some type of converter for your TV to receive our 100% digital signal. We have several options available on our equipment page.


2. How do I get a remote control for my converter?

Remotes are available from our office. 


3. 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 Long Lines' technicians activate the outlet. If your TV or VCR is not cable ready and you need an additional converter, there will be a monthly rental fee.


4. 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 866-901-5661.


TiVo

What does TiVo do?

TiVo powered by Long Lines 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 Long Lines 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 Long Lines 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’

Does TiVo Service work on HD TVs? SD TVs?

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

I already own another TiVo device, can i link it to TiVo from Long Lines Broadband?

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

What is the difference between retail TiVo Roamio and the TiVo T6 from Long Lines?

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

TiVo Service from Long Lines 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 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 Long Lines 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 remote 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.