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Please select from the following topics:
Troubleshooting / Service Problems
Cable vs. Satellite Service
Installation / Construction
Billing
Troubleshooting / Service Problems:
I have no television service at all, although it was working fine before.
Typically, this is due to a device being "off" such as the television, VCR or other device connected to your cable line. Otherwise, you may be experiencing an outage in which case, you should call us to inform us. If there have been electrical outages in your area (even if you have electric service), it is possible that our commercial power supply has been affected by weather, construction or an accident.
Why do I hear Spanish or the Weather station audio on other stations?
Nothing is wrong with your cable service. Your VCR or TV "SAP" switch is on and needs to be turned off.
I recently added a TV in my house and the television quality appears to be grainy or fuzzy.
Adding a line splitter (especially the kind from Radio Shack) may not be sufficient to split your cable signal. An in-house amplifier may be needed to further boost the signal. If the new line is particularly long, a special amplifier with gain and tilt control may be needed. Please call or email us to schedule a free evaluation if you are experiencing any troubles.
I am aware of some digging that will be occurring in my area. How will my service be affected?
Please inform us right away so we can be aware. Digging in California without first informing "Dig Alert" is illegal and punishable by stiff fines and possibly imprisonment. You can reach us 24 hours per day to inform us of any digging or if you are unsure. Call Dig Alert at 1-800-227-2600 before you dig. It's the law.
My cable service is out and I know there was some construction activity in my area. What should I do?
Please call us immediately so that we may investigate and take corrective action. If there is a total outage due to a cut cable, we will resolve the problem within 24 hours - and usually within just a few hours, depending on the time of day and time it takes to research the problem and determine the resources needed.
I subscribe but can only see Channels 2-13.
Check your VCR settings or cable box to make sure it is on. Otherwise, your television may not be able to receive all subscribed channels.
What does it mean if the entire cable service goes out in the middle of the night?
Orion is committed to the highest quality service. As part of this, we perform many system upgrades to expand our service capabilities and plan for the future. To minimize inconveniences to the majority of customers, we typically schedule major upgrades during the time periods from midnight to 5AM.
What does it mean if I hear a radio station or two-way radio on my TV audio?
This is an illegal interference into your cable system. HAM radio has been heard in the past and reported to us by customers. For HAM users, power setting should not exceed FCC mandates as they can leak into cable television systems. In August 1999 we reported to customers that a new FM station in La Mesa is reported to have been leaking into some of the lower (local) channels, particularly Channels 6 and 8. This is a pending situation still being resolved by that radio station and the local broadcasters.
What number do I call for any Internet connectivity problems?
The toll free number 24 hours a day, 365 day a year is 888-207-0204. This number is only for non-TV related issues or questions.
Cable vs. Satellite Service: [ top ]
I have a Satellite dish and have decided I really want cable. What can Orion do?
Over half of our new subscribers had formally tried a dish. Cable may not have been available before, for example. Orion will provide a free quote that includes dish removal at no charge to you, scrap removal, a $75 credit for the equipment and a cable installation. We will look at each situation individually so call for a free On Site Evaluation (OSE) at (760) 591-9600.
Why is cable better than a dish?
With cable, the overall cost is lower and service is much better. Because we are local to you, we respond quickly and have 24 hours technicians on call. With Satellite, you deal with customer service in another state and service is not consistent. We will solve any technical problem with a channel and the cost is included in your monthly bill automatically. With cable, you receive local news, weather and sports (including the San Diego Padres, Chargers and Gulls).
Additionally, you can split a cable to serve multiple televisions and each TV is independently tunable (meaning each person can be watching a different channel on each TV). With satellite, you must buy a separate receiver (very costly) for each television. Some real benefits come from the "hidden costs" of satellite - you must pay for technical service, deal with customer service usually in another state and you become responsible for the costs of maintaining or replacing equipment. With cable, these are free to you, as they are already included in your monthly charge. Plus, we have friendly, local customer service representatives and service and emergency technical crews ready to react to any local problem.
Installation / Construction: [ top ]
I wish to get cable service for my home, but the builder never installed a line to the street. Who do I call?
Call Orion to schedule a free On Site Evaluation. Orion has its own in-house construction team to handle all aspects of bringing cable to you home. Because we value your business, we will offer substantially subsidized trenching and construction rates, far lower than the standard rates ranging from $3 to $5 per foot.
I need another outlet but one doesn't already exist in my home. What are my options?
Orion has some very experienced construction crews that can construct new outlets in your home or business. Call to schedule a free On Site Evaluation so that we can estimate the cost and timing of adding outlets for television or Internet service.
Billing: [ top ]
How often do I get billed?
We generally send out invoices, billed in advance, around the 8th of each month for monthly service. Installation and any one-time charges (such as custom work or construction) are charged when we complete the work for you.
Is there any discount available for television service?
Orion offers a convenient pre-payments discount plan. Prepay 12 months and get the 13th month free! Call us today to take advantage of this money saving option.
Also, for a limited time, subscribe to Orion Total and get the first Digital Box free of any monthly rental fee (an $8.99/mos value).
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