Why did Sparklight Business change its policy on DVRs?

Great news for Sparklight Business cable customers! We will be upgrading your Interactive Electronic Program Channel Guide to offer a new look and enhanced user experience. 

The upgrades will be performed on Motorola set-top boxes and DVRs, and will take place between Aug. 6 and Sept. 24, 2019. View a complete schedule at the end of this FAQ section to find out when upgrades will take place in your area. 

While the basic functionality of the guide will not change, several features will be updated, such as improved readability, configurable colors, improved navigation, and enhancements to the DVR Skip Forward/Back feature. 

Below, learn more about the changes in detail: 

• Guide set (HD Zoom): Improves readability on DCX boxes. 
• Set-top users will see a 3rd option in TV Setting Type called HD Zoom which displays the guide in a 4:3 canvas stretched to 16:9.
• Configurable Guide Colors: Include Gravity (Blue), Daylight (Gold), Enchanted Forest (Green) and Lavender (Purple).   
• HD Auto Tune (HDAT) feature: Users can automatically tune to and record programs in HD instead of SD.
• HD Auto Tune “On”: Users can turn OFF and ON HD auto Tune under the “Guide Set-up” option. Existing DVR recordings will be recorded in HD which takes up more hard drive space. For new recordings users can choose to record in SD or HD. 
• HD Auto Tune “Off”: Users can choose to record in SD rather than HD.  
• HD Auto Tune “Disable”: With this option user will be able to turn ON and OFF Auto Tune under the Guide Setup option.
• Our default setting will be: HD Auto Tune “Off.” Customers may leave the setting as-is, change to “On” to record shows in HD, or Disable. 
• The Main Menu allows up to 2 pages (screens) of menu selections. Each page contains 2 columns of up to 5 items each, resulting in 10 selections or page or 20 selections in total.   
• Quick Menu: Up to 10 icons located at the bottom of the menu, providing shortcuts to guide features and improved navigation.  
• DVR Skip forward / Back: Allows users to jump forward or back in preset increments during buffered play or playback of a DVR recording. This function was previously introduced, but will be enhanced.   
  • Skip Forward button: Playback skips 30 seconds ahead.
  • Page Up button: Playback skips 5 minutes ahead.
  • Skip Back button: Playback skips 15 seconds back.
  • Page Down button: Playback skips 5 minutes back.

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Q. When will this change take place?

A. The guide upgrades will take place during the maintenance window, late Monday night (Aug. 5, 2019) into Tuesday morning (Aug. 6, 2019), and may take anywhere from one hour to several hours to complete. The new guide will appear on Tuesday morning once the upgrade is completed.

While the upgrade is taking place, you will be able to watch TV and have access to the on-screen guide, but no programming details will be available. During this time “To Be Announced” will appear in the listings. 

You can find the specific date for your location below. We appreciate your patience while we work to enhance this feature for you. 

Tuesday, Aug. 6
Yazoo City, Bisbee, Globe, Safford.

Tuesday, Aug. 20
Aransas Pass/Port Lavaca, Borger, Clarksdale, Cleveland, Elk City, Fannin/Sherman, Fargo, Grenada/Winona, Joplin, Miami, Texarkana.

Wednesday, Aug. 21 
Prescott, Cottonwood, Show Low, Lewiston.

Tuesday, Aug. 27
Angleton, Anna, Ashdown, Auburn, Belle Chasse, Benton, Blanchard, Brazil, Clinton, Dexter, Flora, Hoopeston, Jasonville, Jerseyville, Kennett, Kingsville. All NewWave systems will be upgraded. Systems listed feed remaining systems. 

Tuesday, Sept. 3
Malden, McLeansboro, Mitchell, Monroe, Moweaqua, Nashville, Paris, Piggott, Popular Bluff, Schulenburg, Sour Lake, Sparta, Taylorville, Vincennes, Westville, Wharton. All NewWave systems will be upgraded. Systems listed feed remaining systems. 

Tuesday, Sept. 10
Ada/Sulphur, Altus, Anniston, Brookhaven/McComb, Columbus, Duncan, Kirksville, Natchez/Vidalia, Sioux City/South Sioux City, Odessa.

Tuesday, Sept. 17
Ardmore, Bartlesville, Biloxi/Ocean Springs, Chanute, Parsons, Dyersburg, Emporia, Gulfport/Long Beach/Diamondhead, Independence/Neodesha, Norfolk/West Point, Ponca City, Pascagoula.     

Tuesday, Sept. 24
Boise/West Valley/McCall, Idaho Falls/Pocatello, Rio Rancho, Roswell, Twin Falls.

Sparklight Business channel lineup comparisons and printable PDFs are accessible from the below links. You may be prompted to update or enter your zip code for the most accurate lineup. If you would like to order Cable TV service, please contact a business adviser at (877) 570-0500. For technical assistance with your Sparklight Business services, please contact (877) 570-0500.

Private Office and Lobby Rate Plans

Bar & Restaurant Rate Plans

Music Choice

A. During a recent audit to ensure we are providing you with the best possible service, we found an opportunity to restructure our channel offerings for the Business News and Sports package. As a result, effective June 1, 2021, we will be adding new channels to your existing lineup at no additional cost.

Q. What channels will you be adding to my lineup?

A. You may find your new channels by searching these documents:

Sparklight Business News and Sports Channel Additions - List A

Sparklight Business News and Sports Channel Additions - List B

Q. Will there be a cost to the new channels I’ll be getting?

A. No, there will be no additional costs to the new channels that will be included in your Business News and Sports package.

Q. Will you be adding more channels to the lineup??

A. We have no plans to add additional channels at this time. We will notify our customers in advance with any new channel additions in the future.

Sparklight TV is a Bring-your-own-device (BYOD) service.  Business customers can stream video content to a TV via a streaming device or directly on a tablet or mobile device.  To activate additional TVs, the customer will need to supply a streaming device and load the Sparklight TV application for each active TV.  Sparklight TV is supported on the following devices:

Amazon

Fire TV Stick Lite

Fire TV Stick

Fire TV Stick 4K

Fire TV Cube

Fire HD Tablet

Apple

Apple TV

Apple TV 4K

iPhone

iPad

iOS

Google

Android Tablet

Android Mobile

Other

MiBox

nVidia Shield

Web browser at: sparklighttv.app

Based on Sparklight Business customer feedback from a survey we conducted earlier this summer, we will be making changes and additions to the channel line-up this fall.

NEW channels will be added to the following levels of service from September 30 – October 4:

Expanded Basic Service* (where available): Hallmark Drama, Universal Kids, Sundance, IFC, Crime + Investigation, TV ONE, BBC America, WE tv and BYU TV (in most areas). 

Family Plus Pak: The Blaze, C-SPAN3, ShopHQ, GEM TV, DayStar, and Sonlife (in most areas).

The following channels will be removed by midnight September 30: 

Expanded Basic Service (where available): BET, CMT, Comedy Central, MTV, Nickelodeon, Paramount TV, TV Land, and VH1.  

Family Plus Pak: BET Her, BET Jams, BET Soul, CMT Music, Nick Jr., Nick Toons, Nick Music, Nick Teen, Nick 2, MTV2, MTV Classic, MTVU, and MTV Tres.

Updated TV channel lineups will be available on September 24. Visit the TV Lineup Page for a printable version of your lineup.

* WE tv will not be available in Calhoun; TV ONE will not be available in Argenta, Calhoun, and Homestead; BYU TV will not be available in Argenta, Calhoun, Leland/Hollandale, Quitman and Waynesboro.

Q.  Viacom is saying you removed their channels because you don’t want to pay them, even though they lowered their rates. Is that true?

A. Though cost should never be ignored, our decision to discontinue our contract with Viacom was not based on cost, but on the declining viewership of Viacom channels as well as customer feedback obtained earlier this summer via an online survey.  

Prior to our contract expiring with Viacom we surveyed our customers about their interest in a variety of channels – both existing and new. The majority of our Sparklight Business customers responded that their interest in much of Viacom programming was low. Our customers also told us that they were more interested in the new channels we proposed. Based on that feedback, we are choosing not to renew our contract with Viacom and will be adding many of the new channels our customers expressed interest in.  

Q: How can I access Viacom programming?

A.  You can still enjoy many of these channels, both online and via streaming services.

Full episodes of many Viacom shows can be found on individual channel websites, which are:

www.mtv.com; www.vh1.com; www.bet.com; www.centrictv.com; www.nick.com; www.nickjr.com; www.teennick.com; www.cmt.com; www.comedycentral.com; www.tvland.com; www.spike.com  

Q. Will I get a credit on my bill since you removed these channels?

A. Since we are replacing the channels we removed with Hallmark Drama, Universal Kids, Sundance, IFC, Crime + Investigation, TV ONE, BBC America, WE tv and BYU TV on Expanded Basic Service (where available) and The Blaze, C-SPAN3, ShopHQ, GEM TV, DayStar, and Sonlife on the Family Plus Pak (where available), credits will not be necessary.

Q.  If I am willing to pay more for these channels, can I keep them?

A.  Unfortunately, Viacom does not make per-subscriber deals. In order to be able to offer these channels to our customers, we must have a companywide agreement with Viacom that includes all subscribers.  

Q: My letter/bill notification said you surveyed customers about the channels they watch. When did you survey customers? Why didn’t I receive a survey?

We surveyed all Sparklight cable customers via email this summer (early June). If you didn’t receive the survey, it’s possible that you don’t have a current email address on file with us. We’d be happy to update your email address now so that you don’t miss future notifications from Sparklight Business regarding cable programming, billing, or important information regarding your services with us.

Q: Still missing a channel?

A: You can still enjoy many of the shows and channels no longer carried on Sparklight Business’s TV lineup. Viewing options include online and via streaming TV services.

Sparklight TV is now available in all markets. 

Please see the Frequently Asked Questions below for Sparklight TV and visit business.sparklight.com/maketheswitch for additional information. You can also reach our representatives at 888-200-0993 for assistance.

Q: What is Sparklight TV?

Smartphones/Tablets

·       Android - Chrome

·       iOS - Chrome, Safari

Sparklight Business is not endorsed by or affiliated with Apple®, Amazon®, Android®, or Google®, and all trademarks are those of their respective owners. As an Amazon Associate Sparklight earn from qualifying purchases.

Note: Emergency Alert System notifications are not supported when viewing Sparklight TV on a browser, smartphone, tablet or while casting to a TV

Q. What if I don’t have internet service? Can I still get Sparklight TV?

A. Customers without Sparklight Business internet service can get Sparklight TV by installing a Sparklight modem that will enable them to access Sparklight TV only. Please call the Business Care team at 888-200-0993 to find out the available options to enable Sparklight TV services.

Q: How do I watch Sparklight TV?

A:  Once Sparklight TV is available in your area, you’ll be able to log in to Sparklight TV from your smart TV, streaming device or mobile app to watch Live TV from a screen in your business – whether it’s a smart TV, PC, tablet or smart phone. 

Q: What channels are available with Sparklight TV?

A: For the most part, your channel line-up will remain the same. Sparklight TV Service packages can be found by visiting: business.sparklight.com/small-business/video

Your current channel line-up can be found by visiting: business.sparklight.com/small-business/video

Q: Can I keep my traditional cable TV service?

A: We will be transitioning all Sparklight markets to Sparklight TV on a market-by-market basis, at which time we will no longer be offering traditional linear cable TV service which requires a cable box. Existing Cable TV customers will be contacted directly when Sparklight TV service is available for their business.

Q. How many streams can I receive as part of the subscription to Sparklight TV?

A. The first 3 streams are provided at $10 a month as part of your subscription to Sparklight TV. Additional streams, up to 6, may be purchased if desired.

Q: My business requires 9 or more streams. Can more than 9 streams be added?

A. No. Unfortunately, our system is unable to support more than 9 concurrent sessions or streams for business customers at this time.

A: Sparklight Business and Univision have enjoyed a strong partnership for many years, one that both companies sought to continue going forward. Unfortunately, our distribution agreement has expired and we are unable to renew it at this time due to conflicting contractual obligations with third parties. While there is currently no path forward, we remain hopeful that Univision and Sparklight Business can partner again in the future to serve the growing Hispanic community.

Q: Will I get a credit on my bill since these channels have been removed?

A: Rather than a bill credit, we are offering Sparklight Business customers our Hispanic Tier free for six months. The Hispanic Tier has 9 Spanish language channels delivering a variety of news, sports and entertainment options, including: CNN Español, ESPN Deportes, Fox Deportes, NBC Universo, Tele N, Disney XD (SAP), Boomerang (SAP), Cine Mexicano, and Juarez de Canal 44.

Q: If I am willing to pay more for this channel, can I keep it?

A: Unfortunately, Univision does not make per-subscriber deals. In order to be able to offer this programming to our customers, we must have a companywide agreement with Univision that includes all subscribers.

Q: How can I access Univision programming now that you’ve removed their channels?

A.You can still enjoy much of this programming, both online and via streaming services.

Q: What other Spanish language programming do you offer?

A: The Sparklight Business Hispanic Tier offers 9 Spanish language channels delivering a variety of news, sports and entertainment options for just $5 per month.  Channels include: CNN Español, ESPN Deportes, Fox Deportes, NBC Universo, Tele N, Disney XD (SAP), Boomerang (SAP), Cine Mexicano, and Juarez de Canal 44.

*Hispanic Tier not available in Bisbee. Alternate Spanish channels in Bisbee include: Telemundo (Channel 3); EstrellaTV (Channel 478). 

Q: How will I access Spanish-language news now that you don’t carry Univision?

A: Sparklight Business’s Hispanic Tier offers 9 Spanish language channels, including CNN Español, which offers 24-hour news coverage.