Frequently Asked Questions
Frequently Asked Questions
Below are answers to many questions you may have. If your question is not listed, please contact our customer support team by filling out our contact form or by phone at (671) 638-GUTV (4888).
General
- How do I sign up for GUdTV service?
- GUdTV offers a wide variety of programming including more than 200 channels in a variety of categories including local, news, sports, movies, music, children's, family and more. You can also subscribe to optional Premium and HD channels. You can sign up for service by calling our Customer Service Department at 644-4GTA or by visiting any of our retail locations.
- What is GUdTV?
- Guam Digital TV (GUdTV) is a 100% Digital TV service. GUdTV has an extensive channel lineup with more than 200 digital channels as well as exciting optional features such as premium and high definition channels and Digital Video Recorder service. With GUdTV you get amazing picture and sound and a TV experience worth bragging to your neighbors about.
- Can everyone get GUdTV service?
- GTA TeleGuam is committed to delivering a quality customer experience. There may be some restrictions in regards to distance and/or line quality. Please contact GTA to see if GUdTV is available in your area.
- How will I know when GUdTV service is available in other areas?
- GUdTV will be available to select serving areas. Contact GTA to find out if your home is eligible for GUdTV.
- Am I limited to the number of TVs I can set up?
- You can have up to 6 TVs connected; however you will only be able to watch 3 separate channels simultaneously.
- Do I need to have a digital TV to receive GUdTV service?
- No. With GUdTV service, the set-top box modifies the incoming digital signal so that it can be viewed on your current TV.
- Will you offer Video on Demand?
- Yes. GTA plans to offer Video on Demand service in the near future.
- Is a deposit required to subscribe to GUdTV?
- Please contact Customer Service to discuss how deposits for service may apply to your account.
- How long does it take to get GUdTV after I order it?
- Under normal circumstances, it takes one week to set the service up. Customer demand for this service could increase the time required to connect customers. Wait times may be longer during the initial rollout.
Installation
- What's involved in the GUdTV Service Installation process?
- The GTA GUdTV trained Technician(s) will:
1. Connect cables to your home's coaxial splitter for GUdTV access or Install Cat5.
2. Wire and/or connect desired number of TV outlets in the home per your order.
3. Install the specified number of Set Top Boxes (STBs).
4. Explain and demonstrate all GUdTV components to you.
5. Provide you with a GUdTV welcome kit and reference materials, as well as the Digital TV Terms of Service. The technician will determine installation specifics with you on the date of installation. - How long will the installation take?
- Time for installation will vary depending upon the type of home, how many TVs are being installed, and if there will also be Internet service, etc. You should plan for 4 hours depending on the current wiring of your home.
- What is included with my GUdTV installation?
- New GUdTV installations include connecting up to three televisions with installation of Set-Top Boxes to your TVs. It also includes programming of the GUdTV remote control for your STBs and televisions. Additional TVs can be set up for an additional charge.
- What devices and components will you need to connect?
- We will connect basic components including, TV, set-top box, and modem. Connecting complex home theater systems will be the responsibility of the customer.
- How do I hook up external components such as a VCR, DVD Player or Stereo to my set-top box?
- Hooking up external components to your set-top box is easy. For more information, please refer to the Users Guides section for hook-up diagrams.
- Do I have to be home when GTA installs my set-top box?
- Yes. We want to ensure that you receive clear reception, the set-top box is installed properly, and your installation is completed to your satisfaction. We ask that the primary account holder or another authorized party on the account be home during the scheduled installation. The installer will also present a work order that contains terms and conditions and requires a signature.
Equipment
- What equipment will I need?
- Typical installation will require a modem and at least one set-top box and remote control. GTA provides all equipment at the time of installation. (NOTE: Customers may rent up to three set-top boxes per account)
- What is a digital set-top box?
- A digital set-top box is a powerful device that receives video input and processes multiple channels into a single frequency so that sound and images can be viewed on your television. When a digital set-top is attached to your TV, you will be able to watch digital channels. The digital set-top also authorizes your TVs to receive all of the channels you have subscribed to.
- Can I purchase the equipment instead of renting it for a monthly fee?
- At this time, rental is the only option for GUdTV Set-Top Boxes. The equipment we provide is state-of-the-art, and we ensure you have the latest technology without having to spend hundreds of dollars for each set top-box up front.
- Why do I need a modem to receive television service?
- GUdTV uses DSL like technology; therefore, a modem is needed to receive raw data and translate the information to signals for your television. If you subscribe to Spyder Internet service from GTA, only one modem is needed to deliver both Internet and Guam Digital TV service. Internet service is not required to receive GUdTV service. (Note: Fiber to the Home customers do not require a modem)
Interactive Program Guide
- What is the Interactive Program Guide?
- The Interactive Program Guide (IPG) displays programming information on your television screen. Use the buttons on your digital remote control to get TV listings, check show times, view detailed program descriptions, browse up to seven days in advance, set reminders and more.
- How do I see complete episode information?
- Press INFO on your remote and short description will appear. If you press INFO twice a complete description will appear.
- What is the info bar that appears when I change channels?
- The info bar appears for a few seconds as you're changing channels to provide important information about programs. You will find the name of the current program, start and end times, channel number, rating and current time.
- What is the envelope on the screen?
- Occasionally GTA may send a Message to let you know of new services and special promotions. To read the message, go to the Main Menu Bar and select Vault. You can keep or delete the Message once you have opened it.
- What if I forget my password or pin?
- You must call GTA to have your password & pin reset. Your password and pin will be cleared and reset to the default, 0. Once reset, you will need to enter your new password and pin.
- How many favorites' lists can I create?
- You can create up to 4 additional favorites' lists that include your most watched channels. Refer to the user guide to learn how to create your favorites list.
- How do I block channels or programming that I don't want my family to view?
- You can completely block specific channels or restrict viewing by program rating. Through Digital TV Parental Control features, you will have the most advanced, highly-secure parental control options available.
- How do I know if a program contains adult material?
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Our interactive program guide shows basic information about each program, including Movie or Television industry rating symbols. The rating symbols also show on screen when changing channels. More information on the TV Rating System can be found at www.tvguidelines.org or other internet sites.
GTA strongly urges customers to exercise caution and monitor all TV viewing by children. - What is PVR on the Main Menu Bar?
- PVR stands for personal video recorder. PVR is where you can access stored recording. You must have a Digital Video Recorder (DVR) to enable this feature.
High Definition TV
- What is High Definition (HD)?
- High Definition (HD) is the newest standard in television viewing. HD TV delivers brilliant, high-resolution images in a widescreen format. With 10 times the resolution of standard definition (SD) TV, you will see more details compared to analog television. You can also watch your favorite shows on a 16:9 aspect ratio (wide screen picture), and enjoy rich, resonant sound through Dolby Digital surround sound from every angle, creating a much more memorable, cinematic television experience.
- Why is HD service from GUdTV service better?
- GUdTV HD service provides the best value for HD programming and delivers the most HD programming, even more than the cable company.
- What do I need to experience GUdTV HD?
- In order to use HD service, you must have a High Definition TV, Set-Top Box, and subscription to HD service. All our GUdTV set top boxes provide Standard and HD functionality. There is no extra charge for a HD-ready set top box.
- How many HD enabled TVs can I have?
- You can rent up to 3 Set-Top Boxes (only one of which can be enabled for HD). The other 2 boxes will support Standard Definition channels.
- How many HD channels do I receive?
- You can access up to 20 HD channels and growing. GUdTV HD Service provides a comprehensive HD Channel Lineup that includes your favorite sports, events, and movies in HD quality picture and sound. HD channel availability varies by package(s) selected. You must subscribe to a standard-definition Premium Channel to receive the HD version.
- Are all of my channels HD?
- No, only 20 channels are currently available in HD. The percentage of HD programming on each HD channel varies.
- How much does HD programming cost?
- Only $11.95 a month more for HD service.
Digital Video Recorder
- How many hours of programming can I store in my DVR?
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The total number of recording hours will depend on the mix of SD (standard-definition) or HD (high-definition) programs you have recorded. On average you can store up to 23 hours of HD programming and up to 100 hours of SD programming.
You can always see how much space you have left by checking storage space in the PVR menu. - Can I view and record HD programming with my DVR?
- Yes. Your DVR supports both SD and HD formats. A subscription to HD service is required to view and record HD programming.
- If I have a home theater will my DVR record a program in Dolby Digital 5.1®?
- Yes. If the program is broadcast in Dolby Digital 5.1® the program will be recorded with Dolby Digital 5.1®.
- What picture formats will my DVR record programs in?
- Your DVR will record the program in the same format they are broadcast.
- How many channels can I watch and record at the same time?
- You can watch one program while recording another at the same time.
- Can I watch a show I'm recording before the recording has completed?
- Yes. You can either watch the program live as it is being recorded, or you can rewind the program to the beginning and watch it while it continues to be recorded.
- How long can I keep my recordings?
- You can keep them as long as you want. If you reach your storage capacity, you may need to delete some of your recorded programs to make room for new ones.
- What happens to my DVR recordings if my DVR temporarily loses power?
- All recordings that were saved prior to the power loss are preserved, as well as future recording schedules. You miss only the recordings in progress while the power was out.
- Can I increase the rewind and fast-forward speed?
- Yes. Your DVR has the ability to rewind and fast-forward at increasing speeds while viewing a recorded program. Each press of the rewind or fast-forward button increases the speed. The speeds will appear in the status bar.
Frequently Asked Questions
Below are answers to many questions you may have. If your question is not listed, please contact our customer support team by filling out our contact form or by phone at (671) 638-GUTV (4888).
- What is TV Caller ID?
- TV Caller ID is a user-friendly feature that offers instant access to incoming call information via the television screen.
- How much does TV Caller ID service cost?
- Currently, TV Caller ID is Free and will automatically be enabled for all existing and new GUdTV subscribers.
- How do I subscribe to TV Caller ID?
- If you are a GUdTV subscriber, you will automatically receive incoming caller information on your TV.
- Does TV Caller ID require subscription to traditional Caller ID on my telephone?
- No. As long as you have GUdTV service you get immediate access to TV Caller ID.
- When I receive an incoming call, where will I see the call display?
- A display will simply appear in the upper left corner of your TV screen.
