1. Confirm that you subscribe to the channel.
2. If you do subscribe to the channel, unplug your set-top box, then plug it back in again. Wait a few minutes for the power-cycle to finish.
3. If you are still unable to see the channel, please call us at 1-800-442-8664.

First make sure that you subscribe to the channels in question. To see what channels you subscribe to click here to access SmartHub.

If you still cannot view a certain channel, follow these steps:

1. Confirm that you subscribe to the channel.
2. If you do subscribe to the channel, unplug your set-top box, then plug it back in again. Wait a few minutes for the power-cycle to finish.
3. If you are still unable to see the channel, please call us at 1-800-442-8664.

If your picture is pixelizing, or if there are tiling blocks on the screen, follow these steps:

1. Check to make sure the coaxial cable going into the set-top box is finger-tight.
2. Look at the cable line going from the wall to the set-top box. Check to see if it’s damaged or pinched in any way (this can weaken the signal to the set-top box). If it is damaged, please visit one of our storefronts to pick up a new cable. (See where we're located by clicking here.)
3. If there is a splitter on the cable line before the set-top box, remove the splitter and plug the cable directly into the box.
4. Ensure your set-top box is in a well-ventilated space, without anything stacked upon it.
5. Check to see if other set-top boxes in your house are experiencing the same problems.
6. If you have tried the steps above, and the problem persists, please call us at 1-800-442-8664.

If you do not have any picture at all on your TV, follow these steps:

1. Ensure the TV is set to the correct input. For most TVs, this will be “HDMI 1” or “HDMI 2.” Simply press the “input select” button on your TV remote to navigate to the correct input.
2. Ensure the cable connections to your set-top box are finger-tight.
3. Confirm the set-top box is turned on – there will be a light lit up in the front if it is working.
4. Ensure your set-top box is in a well-ventilated space, without anything stacked upon it.
5. If the picture is still black, please contact us at 1-800-442-8664.

You can check to see if your show is on a later time by following these steps:

1. Press “Guide”
2. Press “Guide” again. A pop-up window will come up at the lower right-hand side of the screen
3. Select “Title Search”
4. Use your remote to type in the letters of the show
5. Your show will appear on the right-hand side of the screen. You can scroll through the see what time it will be on in the future
6. If you have a DVR, you can also press the “Record” button once any one of the times is highlighted, and the program will be recorded once it begins

To access video-on-demand content, press the ‘1’ or ‘On Demand’ button on your remote control, then scroll through the categories to find the programming you like.

Check your TV packages to see what channels you subscribe to – those channels will be available to you via the VOD menu.

The categories ‘SD Movies’ and ‘HD Movies’ are available to all customers, but there will be an additional charge for any movies purchased there.

Follow these instructions to ensure that your TV and digital cable receiver stay in sync:

To turn TV and cable receiver on/off:

• Face your remote control toward the TV and digital cable receiver. Press PWR on the remote control, release, and wait for 10-20 seconds until both devices turn on.

If digital cable receiver is on and TV is off:

• On remote control: Press TV and then PWR and then CBL
• Guide should come on

If TV is on and digital cable receiver is off:

• On remote control: Press CBL and then PWR and then CBL
• Guide should come on
• IMPORTANT! If the guide does not come on, it means they are not in sync and you forgot to press CBL a second time. Please try again.

Please note that sometimes pricing errors can occur with PPV content. 

• UFC main events are always $64.99
• WWE main events are always $54.99 or higher

Sometimes listings may temporarily display the incorrect price for a special event. PPV content can be accessed on channels 621, 630, 631, and 632.

Regional restrictions are set by the content providers. CityWest does not have control over what is broadcasted on particular channels.

For information on regional restrictions, click here.

To see which upcoming NHL games are available in your region, click here.