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Get Help with Video, MergeTV and MAX

FOCUS Broadband Welcome Kit

We’ve put together this guide to help provide you with more information on your services as well as some helpful tips on how to ensure you get the best experience possible from FOCUS Broadband.

FOCUS Broadband Welcome Kit

Help with Video

Video Troubleshooting

Television has a snowy picture, blue screen, or says "no signal" or "unusable signal".

First ensure cable box is on by verifying power light is illuminated. If using a standard digital cable box, your TV should be set to channel 4. In some cases your standard digital cable box may have been installed using AV type cables instead of coax cables. In this case, your TV would need to be set to video/AV input. For DVR/HD applications: TV will need to be set to the correct video input or HDMI input. This can be accomplished by pressing the source, video, or input buttons on your factory TV remote - NOT THE CABLE BOX REMOTE. If unsure of which input/source is being used, select each input and allow at least 5 seconds before trying the next. This gives the TV time to recognize the cable signal.

Television screen displays cable channel but says "temporarily off air".

Verify coax cable feeding box is attached properly to the ‘cable in’ located on the rear of the cable box. Next, reboot box by unplugging and plugging in the power cord. Allow at least 20 minutes for the box to reload, then turn box back on and try changing the channel.

Remote control doesn’t control volume or power but will change channels.

The remote control for the cable box needs to be programmed to operate your TV. To do this, check the back of the remote to see if it has a quick set-up label. If so, follow directions to program the remote to operate your TV. If you still need help, select the ‘user guide’ for your remote control type in the "Remote Controls" section of the Cable Support webpage.

When using the ATLAS remote (black universal remote), my TV comes on but quickly goes back off.

If this problem occurs, your TV and cable box are most likely "out of sync" (meaning the TV may be on but the box is off resulting in no picture). The ATLAS remote has a unique master power function which allows both the cable box and TV to be turned off or on by pressing one button. If the CBL then POWER button is pressed, the remote will power the cable box on first, then the TV in a back to back sequence. You should be careful to not point the remote control away from the TV too quickly as doing this will not give the remote control time to do the second step of the operation to either power on or power off the TV. This causes the two devices to become "out of sync". This can also happen if the cable box is located too far from the TV. You may try splitting the distance between the TV and the cable box when turning the power on if you think this may be your scenario. To put both the cable box and TV back in sync, press the CBL button then the POWER button until the cable box light is on. Then press the TV button followed by the POWER button. Once the TV is on you may press CBL once more to put the remote back in cable mode.

I am not able to record on my VCR now that I have a digital cable device.

This is just a matter of selecting the proper channel on your VCR. If you normally view our cable service on channel 4, then this will also be the proper channel to tune your VCR to when setting up a recording. DO NOT tune your VCR to the cable channel that your program is on. Only channel 4 will be used (Channel 3 is an option with the digital adapter only). Remember, when the VCR is on, the TV must be set to whatever VCR output is selected. Most of the time this is channel 3 unless changed in the menu of the VCR.

Closed caption is on.

  • Standard digital box: The closed caption function is always active with our standard digital box. Therefore it must be turned off in your television’s menu settings. This must be done using your TV’s remote control.
  • DVR: This feature can be turned on or off in the DVR MENU in the LANGUAGE/CLOSED CAPTION settings.
  • HD only box: This feature can be turned on or off in the CLOSED CAPTION settings.

DVR won't record, pause or blacks out when trying to watch a recorded show.

In some instances it may be necessary to reboot your DVR much like having to restart your computer when it doesn’t respond properly to commands. The best way to reboot your DVR is by unplugging the power cord, waiting 15 seconds, then plugging it back in. Your DVR has a hard drive just like a computer. Rebooting simply puts things back in their proper place the same as it does when restarting your PC.

Some high definition channels do not fill the entire screen – picture has sidebars.

Not every high definition channel broadcasts in HD 24 hours a day. Many times commercials or even shows on an HD channel will still have standard definition content. In these instances, you will see a ‘letterbox’ which changes the aspect ratio for non-HD programming. When HD programming returns, the ‘letterbox’ will disappear.

Parental Controls

Parental Control Options for RF Boxes

Press the menu button on your remote control and navigate to the Activate Parental Controls item under Quick Settings. Press the left or right arrow buttons on your remote to either turn on or off parental controls.

To access more specific or individual parental controls, while still in the Quick Settings menu, press the yellow triangle button on your remote to access More Settings. It is here that you can activate or deactivate the following settings by navigating to the desired setting and pressing the Select button to Modify Settings.

Locking Status:
Turn locking on or off to lock/unlock programs using your channel, rating, time, and title locking preferences.

Change PIN:
Change your PIN periodically or as needed, and only give it to those with unrestricted viewing privileges.  To change your PIN, you must enter your existing PIN.

Lock Specific Channels:
Once the lock feature is on, you may create or modify a set of channels to block. A “locked” icon will appear next to the channels you have selected to be blocked. An “unlocked” icon will appear if it is unlocked.

Lock By Ratings:
Once the lock feature is on, you can create or modify a set of ratings to block and/or allow. A "locked" icon will appear next to the ratings that you have selected to be blocked. An "unlocked" icon will appear if it is unlocked. 

Locked Time:
Set or modify a recurring timer that blocks all programming for a specified period. This timer is activated whenever Locking is on.

Hide Adult Titles:
The "Hide Adult Titles" option allows you to block the display of titles and descriptions to adult-oriented programming in the program guide and omit from Keyword and Title search results. When set to "Always" or "Follow Parental Control" and the Parental Control option is enabled, adult programs are blocked as well.

When tuning to a channel or show that has been blocked, you will receive the following message "Viewing is blocked due to Parental Control". You must then enter your PIN number to view the show or channel or you may turn off Parental Controls.

Parental Control Options for IPTV

Block by Channel/Movie Ratings/Adult Programs:
There are several options for blocking undesired content. To activate these options you must use the ‘Parental Controls’ option in the Settings menu. Here’s how:

  1. Press the menu button to display the main menu. Scroll to ‘Settings’ using the down arrow button on your remote.
  2. Scroll down to ‘Parental Controls’ and press the OK button to select.
  3. Select ‘Parental Locking’.
  4. Enter 4 digit PIN code. (you will be asked to establish a 4 digit PIN code the first time you access these options)
  5. Select whether you want to block Rentals or if you want to block by Channel, Movie Ratings or Adult Programs. Select ‘Save’ to activate the setting. You may use multiple blocking options together.
  6. Select ‘Lock’ to save all Parental Control settings and return to the Main menu.

These steps must be performed on each digital cable box.

Closed Captioning Support

View & Download PDF

Audibly Accessible Navigation Devices

View & Download PDF

Managing Caller ID on TV

To turn the feature OFF/ON

To turn the feature OFF/ON:

  1. Press the menu button on your remote control.
  2. Scroll to “Applications” on the main menu and Press OK.
  3. Scroll down and select “Caller ID Settings” by pressing the OK button.
  4. Select “On-Screen Message”.
  5. Press the right arrow button and press OK to “Disable On-Screen Message”. Press the left arrow to “Save”.
  6. Or, select “Snooze” to temporarily disable the feature for 3 hours only. These steps must be performed on each digital cable box.
To view Caller ID History

To view Caller ID History:

  1. Press the menu button on your remote control.
  2. Scroll to “Applications” on the main menu and press OK.
  3. Select “Caller ID” and your Caller ID history will appear.
  4. You will be given the option to “Delete” or “Delete All” at the bottom of the screen. Caller ID history will store up to 50 calls.

Digital Cable Restart TV Feature

You're running late and miss the opening scene of the biggest show of the year - or, maybe not! With the Restart TV feature you can start the show from the beginning without missing a minute. Restart is only available on select channels. Look for the Restart Icon (back arrow) or grey shaded arrow pointing to the left on the program guide.

Equipment & User Guides

Cable Devices

Standard Digital Box
(DCT700)

Services Included:
Digital-quality signals, 7-day program guide, parental controls, and digital music channels. Access to Advanced channels and premium channels available with subscription to corresponding package.

Price:
$6.50/ea. per month

Limitations:
No high definition

HD DVR
(DCX3400/DCX3510/DCX3501)

Services Included:
Digital-quality signals, 7-day program guide, parental controls, and digital music channels. Access to high definition channels, Advanced channels and premium channels available with subscription to corresponding package. Pause, Rewind & Record Live TV. Show or series recording capability. Home theater component connections.

Price:
$15.00/ea. per month

HD-Digital Box
(DCX525/DCX3200/DCX700)

Services Included:
Digital-quality signals, 7-day program guide, parental controls, and digital music channels. Access to high definition channels, Advanced channels and premium channels available with subscription to corresponding package. Home theater component connections.

Price:
$6.50/ea. per month

Digital Cable Access Card
(Motorola M-Card)

Services Included:
Digital-quality signals, parental controls, high definition and digital music channels. Access to Advanced channels and premium channels available with subscription to corresponding package.

Price:
$1.95/ea. per month

Limitations:
No 7-Day Program Guide

  • Digital Cable Access Card

IPTV Cable Devices

Standard IPTV HD Box - IPTV
(ISB7000/ISB7100/ISB7105/VIP5602W)

Services Included:
Digital-quality signals, 14-day program guide, parental controls, and digital music channels. Access to high definition channels, Advanced channels and premium channels available with subscription to corresponding package. Plus, Caller ID on TV available with caller ID feature.

Price:
$6.50/ea. per month

HD DVR-IPTV
(ISB7050/ISB7150/VIP5662W)

Services Included:
Digital-quality signals, 14-day program guide, parental controls, and digital music channels. Access to high definition channels, Advanced channels and premium channels available with subscription to corresponding package. Pause, Rewind & Record Live TV. Show or series recording capability. Plus, Caller ID on TV available with caller ID feature.

Price:
$15.00/ea. per month

Cable Box Dimensions
IPTV Cable Box Dimensions
Non-IPTV Cable Box Dimensions
Remote Controls
Securing Unused Cable Outlets
Securing Unused Cable Outlets

Help with MergeTV

MergeTV Channel Lineup

Watch TV Everywhere

MergeTV FAQ's

How does MergeTV work?

MergeTV is an app available for download on streaming devices including Apple TV, Amazon Fire TV, and Android. Instead of having to rent cable boxes from FOCUS Broadband, you now have the option to access your subscription TV service via an app that runs on your own equipment.

How do I get MergeTV?

To sign up, call FOCUS Broadband's Customer Care Center at 888-367-2862. A FOCUS Broadband representative will assign a username. Your username will be your FOCUS Broadband's my account email address. You will receive an email confirmation and will be prompted to establish your MergeTV password. Once registration is complete, download the MergeTV app on your streaming device and you're ready to go!

Can I get MergeTV if I don’t have FOCUS Broadband Internet?

No. Our contractual obligations only allow us to provide MergeTV over FOCUS Broadband Internet connection.

How much does MergeTV cost?

MergeTV package prices as well as add-on service price can be found here.

What features are included?

MergeTV is packed with free features! Your package subscription includes free HD and 100 hours of Cloud DVR storage. Start Over and Look Back features are also available on many of the networks. Click here for a complete list of feature availability.

Do I get local channels with MergeTV?

Yes. You will receive the same local channels that you receive with cable including ABC, NBC, CBS and FOX.

Is there a minimum speed of Internet service required?

FOCUS Broadband recommends a minimum speed of 500 Meg for you to have the very best TV viewing experience.

How many devices can I watch on at the same time?

The number of devices you can watch on is equivalent to the number of streams available on your account. MergeTV includes 3 streams with your package which means you can watch on 3 devices at the same time. You may purchase additional streams by calling FOCUS Broadband Customer Care at 888-367-2862.

Can I use MergeTV outside of my house?

No, but you may access the networks available with your package via your Watch TV Everywhere account. Contact FOCUS Broadband Customer Care for assistance or to register for Watch TV Everywhere.

Do MergeTV customers still have access to Watch TV Everywhere?

Yes. A separate Watch TV Everywhere login is still required. As long as you remember your Watch TV Everywhere credentials you may use your Watch TV Everywhere account to watch anywhere you have Internet access.

Are parental controls available?

Yes, you can access parental controls in the settings. By enabling parental controls, a PIN is required to play content with TV-MA, R, or NC-17 ratings.

How do I contact MergeTV support?

Visit our MergeTV Support page or call 888-367-2862.

MergeTV Installation Guides

MergeTV Instructional Videos

MergeTV Supported Devices

MergeTV is supported on many popular devices. Use your own streaming device or purchase one we've recommended below! For your convenience, we've included links to some of the devices which are now available for purchase.

Amazon® Devices

Apple® TV Devices

  • Apple TV A1625 (tvOS 14.0+)
  • Apple TV 4K A1842 (tvOS 14.0+)
  • Apple TV 4K A2169 (tvOS 14.0+)

Computer/Laptop

Windows PC

  • Chrome (Win 89+)
  • Edge (89+)
  • Firefox (87+)
  • Safari (13+)

Mac

  • Chrome (89+)
  • Edge (89+)
  • Firefox (87+)
  • Safari (13+)

Smartphones/Tablets

  • Android - (Android Mobile 11+)
  • iPhone & iPad - (iOS 14+)

 

Android® Devices

Smart TV

Amazon Fire TV

  • Amazon Fire TV Omni 4K Series (OS 5+)
    4K43M600A, 4K50M600A, 4K55M600A, 4K65M600A, 4K75M600A
  • Amazon Fire TV 4-Series (OS 5+)
    SKU's ending with N400A
  • Insignia Fire TV Edition (OS 5+)
    NS-24DF310NA19, NS-43DF710NA19, NS-50DF710NA19, NS-55DF710NA19, NS-43DF710NA21
  • Toshiba Fire TV Edition (OS 5+)
    32LF221U19, 43LF621U19, 55LF621U19, 43LF711U20, 50LF621U21
  • Element Fire TV Edition (OS 5+)
    AFTRS

Android TV

  • Philips (Android TV 8+)
    5000, 5704
  • Sony (Android TV 8+)
    Z9G, Z8H, A9G, A9F, Z9F, A8H, A8G, A1E, A8F, X950H, X950G, X900H, X850G, X800H, X900F, X850F, X830F, X780F, X750H, X750F, X940E/X930E, X900E, X805E, X800E, X720E
  • Sharp (Android TV 8+)
    XU, UA6800X, AL1X, UE630X, LE580X
  • Hisense
    H55, H65, H8, H9, H55, H6570, H6590

LG

  • 2019 models and newer (webOS TV 4.5+)

MergeTV Recommended Devices

Fire TV Stick 4K with Alexa Voice Remote

Fire TV Stick 4K with Alexa Voice Remote

Fire TV Cube, hands-free with Alexa & 4K Ultra HD, streaming media player

Fire TV Cube, hands-free with Alexa & 4K Ultra HD, streaming media player

 

As an Amazon Associate FOCUS Broadband earns from qualifying purchases.

FOCUS Broadband is not endorsed by or affiliated with Apple®, Amazon®, Android®, or Google®, and all trademarks are those of their respective owners.

Help with Max (Previously HBO Max)

Max FAQ's

What is Max?

Max (previously called HBO Max) is a streaming service that bundles all of HBO together with a collection of classic TV favorites, blockbuster movies, and new “Max Originals”.

Max will have something for every mood and every member of the family — popular series like Friends, the HBO Original series Game of Thrones, 90 Day Fiancé, Rick and Morty, The Big Bang Theory, Deadliest Catch, and Fixer Upper. As well as plenty of hit movies, indie favorites, and critically acclaimed documentaries.

Did HBO Max rebrand to Max?

Yes. In May 2023, HBO Max rebranded and became Max. See the FAQ’s document below for more information.
HBO Max Rebrand to Max FAQ’s

What are "Max Originals"?

Max Originals are programs produced for the Max streaming platform, specifically made for audiences outside of the traditional baseline HBO brand. For example, here are some shows considered “Max Originals”:

  • Peacemaker
  • Velma
  • Pretty Little Liars: Original Sin
  • Love & Death
  • Warrior
  • Tokyo Vice

How do I access Max?

  • Current HBO Subscribers - Subscribers who subscribe to HBO through FOCUS Broadband have access to Max automatically, at no extra cost.
  • New HBO Subscribers  - You can sign up through FOCUS Broadband for $16.99 a month and access content on the Max app.

What do I need to access Max on my devices?

  • Step 1: Download the Max App on your compatible device or visit www.max.com through your web browser.
  • Step 2: Tap the “PERSON” icon or click “SIGN IN”.
  • Step 3: Tap “Sign In With a Provider”.
  • Step 4: Tap “View All Providers”.
  • Step 5: Select “FOCUS Broadband/ATMC”.
  • Step 6: Sign in using your Watch TV Everywhere credentials.
  • Step 7: Set up your profiles

You are now ready to start streaming.

Will Max be available on my TiVo box?

Not at this time. However, Max is working hard to integrate this new service.

My question isn’t answered here, how can I get more help?

The best place to get more help with Max is to visit https://help.max.com/.

Max Access Steps

  • Step 1: Download the Max App on your compatible device or visit www.max.com through your web browser.
  • Step 2: Tap the “PERSON” icon or click “SIGN IN”.
  • Step 3: Tap “Sign In With a Provider”.
  • Step 4: Tap “View All Providers”.
  • Step 5: Select “FOCUS Broadband/ATMC”.
  • Step 6: Sign in using your Watch TV Everywhere credentials.
  • Step 7: Set up your profiles

Max Supported Devices

Max is supported on many different devices. New devices are continually introduced and customers will be able to experience Max if the newly introduced devices meets the specified minimum operating system requirements.

Amazon Devices

  • Amazon Fire Tablets (4th Gen and later)
  • Amazon Fire TV (with Fire OS 5.3.6 or later)
  • Amazon Fire TV Stick
  • Amazon Fire TV Cube
  • Amazon Fire TV Edition Smart TVs (Insignia HD, Insignia 4K UHD, Toshiba HD, Toshiba 4K UHD)

Roku Devices

  • Roku OS 9.3 and above

Smart TV

  • Airplay (1.0)
  • Android TV (5.0+)
  • Apple TV (tvOS 12.2+)
  • Google Chromecast
  • Samsung Tizen 2016+

Game Console

  • Playstation 4
  • Xbox One (UMP 10+)
  • Playstation 5
  • Xbox Series X/S

Phone & Tablet

  • Android Phone (5.0+)
  • Android Tablet (5.0+)
  • iPad 4+ (iPad OS 12.2+)
  • iPhone 6+ (iOS 12.2+)
  • iPod Touch 6th Gen+ (iOS 12.2+)

Computer

  • Chrome (75+)
  • Chromebook
  • Edge Brower for PCs (16+)
  • Firefox (66+)
  • Mac (macOS X 10.10+)
  • PC (Windows 7+)
  • Safari (10+)

Don't see what you need? Click here to report your service issue or call 833-663-1241 for a quick response.

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