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.

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.

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.

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.

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.

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.

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.