FAQs & RESOURCES

At BVU & OptiNet, we understand the importance of quality and reliability for your business, but we know there may be times when you need to contact us. Our team of highly-trained professionals can quickly answer your questions and ensure that your business runs at top speed.

Customer Service

To sign up for services or for billing inquiries, please contact Customer Service. Call, email or visit us during open office hours.
Bristol 276-821-6200 | Abingdon 276-698-3210 | Toll-Free 866-835-1288 | Email Customer Service
Phone Hours: Mon-Fri, 8am – 8pm; Sat, 8am – 12pm

Technical Support

To report an outage or service issue, contact Technical Support. Call or email us.
Bristol 276-821-6170 | Abingdon 276-698-3210 | Toll-Free 888-754-0544 | Email Technical Support
Phone Hours: 24/7/365

Visit Our Office

15022 Lee Highway, Bristol, VA 24202 (Between I-81 Exits 7 & 10)
Office Hours: Mon-Thurs, 8am – 5pm; Fri, 8am – 6pm

What can I do if my cable service is out on only one TV?

  • Try checking the other TVs for quality issues like, fuzziness or ghosting on lower channels. Typically service loss to one TV is caused by not enough signal reaching the TV through the splitter. If you see any quality issues on other TVs you may wish to change the splitter in the building to correct the problem.
  • If you do not have quality issues with other TVs, then are there any devices connected to this TV? (VCR, DVD player, etc.) If so are these devices on, causing possible problems with the cable signal reaching the TV? If so check to make sure these devices are connected correctly, if they are and you are still not receiving a signal try to bypass the devices and connect cable directly to the TV.
  • If you are still not able to receive a cable signal after checking devices and your inside wiring, contact technical support for immediate assistance.

What should I do if my cable service is fuzzy on all of my TVs?

  • Quality problems with cable service are normally caused by a general loss of cable signal. In order to avoid possible inside wiring charges try changing out the cable splitter on the inside of the building to see if this corrects the problem. The cable splitter in your building splits the cable to each outlet in the building. It is also possible to disconnect one outlet at a time from the splitter to see if quality improves.
  • If you are still having quality issues with your cable service, contact technical support at (276) 821-6169 for Bristol or (276) 698-3288 for Abingdon for immediate assistance.

What can I do if I am only receiving some of my channels?

  • If you do not have a cable box and are not receiving all of your channels 2 – 80, check your TVs menu and verify under the menu that your TV is set to CATV or CABLE and not set to ATT or Antenna. You may have to consult your TVs manual or manufacturer’s guide, since normally this setting should be under set up or input on your TVs menu. Once this setting has changed you may also wish to have your TV run an auto-program again to gain access to all of your channels.
  • Also verify similar settings if you are connecting through a VCR before connecting to the TV.
  • If you have a cable box or you are still unable to receive all of your channels, contact technical support at (276) 821-6169 for Bristol or (276) 698-3288 for Abingdon for immediate assistance.

What should I do when my cable box says…

  • If your cable box states “No Data Available” on your program guide simply disconnect the power from the box for about 30 seconds. Plug the box back up and wait for the time to appear on the front of the box before turning the power to the box back on. This should refresh the program guide data to the box and it is possible it will take some time to update.
  • If your box still states “No Data Available” on your program guide or on all channels, contact technical support at (276) 821-6169 for Bristol or (276) 698-3288 for Abingdon for immediate assistance.

What can I do when my box says…

  • If your cable box states Advanced Services Unavailable and you are not receiving your digital channels, this normally means that the box is not receiving a strong enough signal to display digital channels or the program guide. What you should be getting when this happens is channels 2 through 80. Check channels 5 and 11 for quality problems such as static or ghosting of images. If there is static on these channels the problem is most likely caused by a bad splitter or inside wiring, in order to avoid possible inside wiring charges attempt to replace the cable splitter inside the building.
  • If there are no quality problems with lower channels or with channels 5 and 11, try to power cycle the box by simply disconnecting power to the box for 30 seconds. Reconnect power to the box and wait for the time to appear on the front of the box before powering the box back on.
  • If you are still receiving the Advanced Services Unavailable message after attempting these actions, contact technical support at (276) 821-6169 for Bristol or (276) 698-3288 for Abingdon for immediate assistance.

What can I do if the sound on my cable box keeps going out?

  • If your cable box continually loses sound after a few seconds of watching a channel, attempt to power cycle the cable box. Disconnect the power from the cable box for about 30 seconds, reconnect the power to the box and wait for the time to appear on the front of the cable box before powering it back on.
  • If you are still losing sound from the cable box, contact technical support at (276) 821-6169 for Bristol or (276) 698-3288 for Abingdon for immediate assistance.

What can I do if the volume on my cable box is extremely low?

  • If the sound coming from your cable box is extremely low try adjusting the volume button on the front of the cable box. This is a separate volume control than the one on your TV set.
  • If you are still experiencing low sounds from your cable box there is another setting that can be changed. Simply click the Settings button on your cable box remote twice, this will bring up the menu for the cable box. Under the menu click the Down arrow on your remote until Audio: Range is highlighted, then click the Right arrow on your remote. There will be three separate settings you can change the cable box to; Normal, Narrow, and Wide tune to the one that sounds best to you and press the Select button on your cable box remote to accept these settings.
  • If you are still having volume problems with your cable box, contact technical support at (276) 821-6169 for Bristol or (276) 698-3288 for Abingdon for immediate assistance.

What can I do if the sound on my TV is coming out in Spanish or with music?

  • If the sound coming from your TV is coming out in Spanish or with music this could be due to a channel that has the option of SAP or Second Audio Programming. Channels such as ABC are simulcast in two languages or with a sister radio station. In order to receive this broadcast your TV set has an option for SAP within the menu of the TV, to change this setting check the menu on your TV or consult your manual or TV manufacturer.
  • If you are a cable box user, the cable box has the same SAP audio option. In order to change this option on your cable box simply, click the Settings button on your cable box remote once. Hit the Down key on your remote until Enable/Disable SAP is highlighted, and press Select on the remote to toggle this option.
  • If you are still receiving Spanish audio or music from your TV set or cable box, contact technical support at (276) 821-6169 for Bristol or (276) 698-3288 for Abingdon for immediate assistance.

What can I do if my cable box remote will not change channels on the box?

  • If your cable box remote will not change channels on the box, simply make sure that the remote is set to control the cable box. Click the cable button at the top of the remote normally labeled CBL and try changing channels again.
  • If you are still unable to get the remote to change channels on the remote it is possible the batteries in the remote are either dead or in the process of going dead. Attempt to change the batteries and try again.
  • If you are still unable to change channels on the cable box with the remote, contact technical support at (276) 821-6169 for Bristol or (276) 698-3288 for Abingdon for immediate assistance.

How do I purchase a Pay-Per-View movie when my box keeps asking for my PIN?

  • If you are trying to order a PPV movie and the box asks for a PIN number and you have not set one up, simply enter 0000 and press the Select button on your remote.
  • If you are still unable to order PPV movie or the cable box states that your PIN number has been blocked, contact technical support at (276) 821-6169 for Bristol or (276) 698-3288 for Abingdon for immediate assistance.

What do I do when I have HDTV service but cannot receive the HD channels?

  • If you have HDTV service but cannot receive HD channels make sure your cable box is connected to your TV with the Component cables BVU OptiNet has provided. These cables should be color coded Red, Green, Blue for video and Red and White for audio. For correct connections to your TV set consult your manual or TV manufacturer. If you were not provided these cables at time of install, contact technical support at (276) 821-6169 for Bristol or (276) 698-3288 for Abingdon for immediate assistance. After you have the cables connected correctly verify that the TV set is tuned to the Component 1 or Component 2 channel, this will depend on the physical location of connection on the back of your TV set, and these connections should be labeled accordingly.
  • If you are still unable to receive HD service and your cables are connected correctly, run the cable box HD set up wizard. In order to run the wizard simply hit the power button on the front of the cable box to turn power off to the box. After the box is powered off, hold down both the Guide, and Info buttons on the front of the box, this should start the HD set up wizard. The wizard should ask you several questions about your TV, follow the menu and power the box back on after completion.
  • If you are still unable to receive HDTV service, contact technical support at (276) 821-6169 for Bristol or (276) 698-3288 for Abingdon for immediate assistance.