Stream TV Support

Support for the Stream TV scheduled maintenance on February 21, 2024

We would like to advise you that there will be a brief outage to all Stream TV customers between 2:00 AM and 2:30 AM on February 21, 2024. After the upgrade, customers will see two notifications when they try to watch live-tv.

The reason for these notifications is for the stream remote firmware upgrade.

The necessary steps to perform for these notifications as follows :

Press "BEGIN" next is
Just simply hit "IT WORKS"

Digital TV FAQs

Expand all

Why can't I get a certain channel?
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.
Why am I missing channels?
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.
Why is there pixelization on the channel I’m watching?
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.
Why do I have a black screen?
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.
I missed a show – how can I watch it later?
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
How do I access VOD content?

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.
How do I sync my TV and digital cable receiver?
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 one is off and one is on and they keep jumping back and forth, here are instructions to get the TV and cable receiver in sync:
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.
How much do Pay Per View special events cost?
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.
Why can't I watch certain NHL games?

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.

Optical TV FAQs

Expand all

Why won’t my box power on?
If there is no power coming to your set-top box, follow these steps:
1. Ensure the power supply is well-connected in the back of the box, and in the wall outlet.
2. Try a different power outlet in the house, to ensure it is not the power outlet.
3. Make sure the power cord is the correct one for the set-top box the voltage and amperage ratings for the power supply and set-top-box are marked ex. 5V 2A.
Why isn’t my wireless TV working?
If your set top box isn’t operational, it may be due to its wireless connectivity. The troubleshooting will depend on the model of your box. Check the back or bottom of the box for the model number: it will either be an A140, A540, A150, A550, 650M, 7B, 7XM or a Kamai 651.

For A140, A540, A150 and A550 models:
1. Check to make sure all connections are working on your VAP unit, your set-top box, and your TV.
2. Unplug your devices in this order: set-top box then VAP unit. Then, plug them back in in this order: VAP unit, set-top box.
3. Check to make sure if any of the cables running from the VAP to the set-top box are damaged or kinked in any way; this will affect signal strength.
4. Is there a Wireless indicator light illuminated on the VAP attached to the set-top box? If not please see below
  1. On your Gigacenter or VAP connected to a wall plate, locate the “WPS” button on it. Press this button three times within 10 seconds; this will activate the wireless bridge for Optical TV. An orange LED will blink on the Gigacenter for two minutes until the connection is successful.
  2. Come back to the VAP attached to your set-top box that isn’t working and press the WPS button on that.
  3. If successful there will be a wireless indicator light illuminated indicating a connection has been made.
  4. If services aren’t restored, power cycle the set-top box
5. If you are still encountering problems, please call technical support at 1-800-442-8664.
For 7B and Kamai 651 models:
1. Check to make sure all connections are working on your set-top box and your TV.
2. Power cycle your set top box
3. If after the set-top box powers up and you are prompted with a “Press OK to start WPS”
  1. Press the OK button on your remote
  2. Head over to your Gigacenter or VAP connected to a wall plate, locate the “WPS” button on it. Press this button three times within 10 seconds; this will activate the wireless bridge for Optical TV. An orange LED will blink on the Gigacenter for two minutes until the connection is successful.
For 650M and 7XM models:
1. Check to make sure all connections are working on your set-top box and your TV.
2. Power cycle your set top box
If you are still encountering problems, please call technical support at 1-800-442-8664.
Why can’t I get a certain channel on one of my set top boxes?
If you are seeing this graphic you don’t currently subscribe to the channel:

If there is a problem with the channel you may see this:

If you cannot view a certain channel, follow these steps:
1. You can confirm that you subscribe to the channel by accessing your Smarthub Account.
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.
Why is there pixelization on the channel I’m watching?
If your picture is pixelizing, or if there are tiling blocks on the screen, follow these steps:

For set-top boxes wired to a VAP
1. Check to make sure the Ethernet cable going into the set-top box is secure.
2. Ensure your set-top box is in a well-ventilated space, without anything stacked upon it.
3. Check to see if other set-top boxes in your house are experiencing the same problems. If they are, it may be a problem with the source, or with CityWest. If only one box is experiencing the problems, then it is likely a connectivity issue with that specific set top box.
4. Try positioning the VAP differently
5. If you have tried the steps above, and the problem persists, please call us at 1-800-442-8664.
For set-top boxes wired to a Gigacenter or a wall jack
1. Check to make sure the Ethernet cable going into the set-top box is secure.
2. Ensure your set-top box is in a well-ventilated space, without anything stacked upon it.
3. Check to see if other set-top boxes in your house are experiencing the same problems. If they are, it may be a problem with the source, or with CityWest. If only one box is experiencing the problems, then it is likely a connectivity issue with that specific set top box.
4. Power cycle the set top box
5. If you have tried the steps above, and the problem persists, please call us at 1-800-442-8664.
Why do I have a black screen or “no input”?
If you do not have any picture at all on your TV, follow these steps:
1. Confirm the set-top box is powered – there will be a light indicating power on the front.
2. 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.
3. Try plugging the HDMI cable into other HDMI ports on the back of your TV.
4. Ensure the Ethernet cable connections (if applicable) to your set-top box is active (lights flashing on back of set-top box).
5. Ensure your set-top box is in a well-ventilated space, without anything stacked upon it.
6. Ensure the Ethernet cable is plugged in from the nearby VAP unit, or from the Gigacenter. If available, try a different Ethernet cable.
7. If the picture is still black, please contact us at 1-800-442-8664.
How much do Pay Per View special events cost?
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.
Why can't I watch certain NHL games?

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.
Pairing remote to TV

You can Pair your remote by following these steps:

1. Turn on the TV.

2. On the Santel remote control, press & release the “TV” button once; it will blink once.

3. Press and hold “SETUP” until the “TV” button blinks twice (may take a few seconds)

4. Press in sequence: “9” “9” “1”. The TV button will blink twice.

5. Press and release the “CH+” key slowly & continuously. Stop when the TV turns off.

6. Press and release “SETUP” button.

7. If the remote still does not pair, please contact us at 1-800-442-8664.