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FAQ

For more information on these units we recommend you check out the WikiBook: How to use a Motorola DVR

Contact          Payment          Shipping          Technical

Contact

Q: Where are you located?

A: We are located in Vancouver, British Columbia, Canada.

Q: Do you have a phone number so I can call you?

A: Yes, but we REALLY prefer to not do business over the phone.  We are happy to answer any questions you may have via email, twitter, IM, etc.  We understand some peoples reluctance to do business this way, but it is easier for us.  We offer secure payment methods, and do not collect or store any credit card information. If you are an MSO, broker / reseller or network provider please contact us for telephone info.

Q: How long have you been in business?

A: Since April 2006, and we are the largest provider of Arris / Motorola Digital Cable Receivers to consumers (excluding providers and their retailers ie. Best Buy, etc).

Payment

Q: What payment methods do you accept?

A: Please see our Payment Methods

Q: What is your return policy?

A: Please see our Return Policy

Q: Why don't you provide refunds?

A: It isn't cost effective to do so among other reasons.

Q: Is local pickup available?

A: Most units are available for pickup in Vancouver.

Q: Do you charge tax?

A: We charge Canadian Sales Tax according to the province you live in on the cost of the product only.

Q: Why is my payment not going through?

A: For credit card payments through Skrill (MoneyBookers) there can sometimes be a couple different issues

  1. Some credit card providers automatically block the transaction, so you may need to call them to remove the block.
  2. Ensure you have a Verified by VISA or MasterCard Securecode password as this will be needed to complete checkout.  NOTE: These services may make use of a pop-up window in your browser, so please ensure pop-ups from skrill.com are not being blocked.
  3. If customers are from Canada or anywhere else but not form the US, they will be able to pay with all major credit cards- VISA, Master Card, Amex, JCB and Diners.  If customers are from the USA, they will be able to pay only by VISA and Master Card.
  4. If you are still having problems, you may want to try the transaction over the phone with your credit card provider.  They will be able to give you more details as to why the transaction might be failing.
  5. Skrill is based out of London, UK however all charges are processed in Canadian Dollars (CAD).  They are a payment processing service similiar to PayPal.

A: When you pay by Interac Email Money Transfer, you are sending the money directly from your Financial Institution.  Please see the Interac FAQ for more details.

Shipping

Q: Where do you ship from?

A: Most orders ship from Vancouver. Cogeco DCT6416 units ship from SW Ontario.

Q: How much does it cost to ship?

A: Under $25 within Canada for most units. Shipping is automatically calculated at checkout.

Q: How long does shipping take, and what carries do you use?

A: Items ship from Vancouver 1-2 times / week.

Transit time from Vancouver: BC & Prairies 2 - 4 days, Ontario 3 - 5 days, Quebec, Atlantic Canada, & Territories 4 - 7 days. Xpresspost takes 1 - 4 days.  For orders to the USA usually 3-8 days. 

Most domestic shipments are sent Canada Post Expedited Parcel, larger orders may ship with a courier.  Freight shipments are also available.  We can also use your shipping account if you have one.

Technical

Q: What cable providers does this receiver work with?

A: Please see our cable providers section to see if your provider is listed, additionally we also have a list of all the units we sell. Most smaller providers in Canada allow their customers to use units not purchased from them. Almost all USA providers support the units we sell as long as they use Arris / Motorola receivers. If your provider uses Cisco / SA equipment, our units are unlikely to work with them*. You may need to obtain an MCARD from your provider if you live in the USA.

* If your provider supports OCAP then newer units such as a DCX3600 or XG1-A will work depending on the models your provider supports.

Some providers such as Cogeco, Eastlink, Rogers & Shaw will only activate units that are already in their system. Unless spefically stated the units we sell are not in their system and as such they will not activate a cable receiver you purchase from us. No refunds will be provided but purchases are eligible to be returned for store credit according to our return policy.

These units will also not work as OTA (Over the Air) / FTA  (Free to Air) receivers, IPTV providers such as Telus, Bell & AT&T, or  FTTH (Fibre to the Home) providers.

The following Canadian Providers WILL activate 3rd party units: Axion (Quebec), Cable Amos, Cablevision (Quebec), Cablintel, City West, Compton, CRRS, Dery Telecom, Ez-Link, Flow, Mascon, Mercury Speed, MHTV, NorthWesTel, Novus, Revelstoke, Riondel, Source Cable, & Westman Cable. 

Generally speaking, the larger the cable company the more 'policies' they have in place to prevent you from using equipment that isn't from them.  USA Cable providers will activate these units (most US providers will not activate HD 'DCT' units [SD OK] do to them having embedded security [ie. no cablecard] in most cases, but we recommend checking with your provider before purchase to be certain.

http://www.fcc.gov/guides/digital-cable-compatibility-cablecard-ready-devices

Models

DCT2XXX & DCT6XXX will work with almost any provider in Central, North & South America that use Motorola STB.
DCT34XX work with most providers assuming they provide an 'all digital' signal.  They will not work on Cogeco.
DCH units only work providers in the USA.  DCH6XXX are compatible with all USA providers, while DCH3XXX are compatible if they provide an 'all digital' signal.
DCX units work on a number of providers, but due to the difference in all the models we recommend checking with your provider before purchase to be certain.  Generally speaking all DCX models will work as long as the provider supports either the dcx700 or dcx3400.

You can also check check your providers website to find out what units they support, although this will generally only list their current models.  For more information please see our Activations or Models sections.

Q: Can I get the serial number / UA number off of the box?

A: We will try our best to accomadate requests for SN / UA.  We have done extensive research to determine which units are compatible with all the cable providers.

Here are some SN / UA for other units in case you need to check:

DCT2500 SN: GI1431TB1040 UA: 0000303760262181
DCT6200 SN M10711TCQ095 UA 000-11027-15452-075
DCT6208 SN GI1401TC2277 UA 000-03276-40380-158
DCT6416 SN M40702GA3216 UA 000-10978-48158-165
DCT6416 SN M10633TDS135 UA 0001092743625025
DCX3400 SN: M11124TF9765 UA: 0000057711172218
DCX3501 SN: M11134TDH110 UA: 0000059951668249
RNG200N SN: PAJV01496188 UA: 000-00596-18252-121
RNG110: SN: PAEY00414030 UA: 000-00420-40810-113

Q: How do I activate my unit?

A: Please see our Activations page.  These units are not like a typical consumer electronics device that you can just plug in and get working.  These units require that their frequency matches that of your cable provider in order for them to 'see' the unit on their network.

Q: Which units work on Cogeco?

A: As of July 21st, 2014 Cogeco will no longer activate 3rd party units. Please visit our Cogeco section for a list of available models.


Q: My unit is stuck on '0' / my provider can't activate my unit

A: Please see our Troubleshooting section

Q: How do I make my remote control my cable box?

A: Please see our remote instructions or the Motorola DVR Wiki

Q: What's the difference between MPEG-2 & MPEG-4?

A: MPEG-4 is a newer compression standard allowing for more data using the same amount of bandwidth.  For TV providers this is important, as it allows them to provide more channels w/o having to increase bandwidth.  MPEG-4 is only applicable to HD channels.  For most large providers (Comcast, Eastlink Shaw, etc), a number of premium HD channels (NHL Centre Ice, NFL Sunday Ticket) are only available in MPEG-4.  MPEG-4 is not used on Cogeco at this time.

Q: My unit is not showing all channels, 'this channel should be available shortly' or I get an error code (ie. Reference code: S0012)

A: These problems are generally caused by a poor connection.  Check all incoming connections, signal strength, or move your receiver to a different outlet to see if that fixes the issue.

This message indicates that the channel is currently unavailable.

One Channel - Channel up or down to view other channels. If the other channels are viewable, please contact your provider.

All channels - Unplug your digital receiver from power for 15 seconds, then reconnect the digital receiver and allow it to reboot. This may take up to 5 minutes.

Q: How reliable are these units?

A: Generally speaking, most units work w/o any problems.  However, these are complex electronic products and problems do occur.  We offer a 1 year warranty on most units unless otherwise specified.  We also will do our best to assist you with any problems you may have, even if your warranty has expired.

Q: Do you repair these units?

A: We have repair facilities in both Canada and the USA.  Repair costs start at $60 plus parts.  BER (Beyond Economical Repair) is a $10 charge.  We can arrange for shipping to / from our repair facilities if need be.  Repaired units come with a 6 month warranty.  For more information please see Digital Cable Box Repair
 
Q: What's the difference between a new / refurbished / used (field pull) unit?

A: New units have never been activated by a consumer, but usually do not include any specific retail packaging.  Motorola only includes the power cable, and is up to the cable provider to provide the accessories.  Most of our new units are not 'factory' new (meaning direct from Motorola), but rather were originally provisioned on another network.  We may also replace the factory hard drive with a larger model in some cases.

Refurbished / recertified units have been fully tested and generally speaking are quite reliable.  
Most units look very nice, with some minor wear and tear.

Used / Field Pull units are taken out of service, and presumed working.  The defect rate is usually much higher than refurbished units.  They generally receive basic testing before we receive them, but there is no in depth testing done.  Cosmetics vary, but generally they look decent.

Unless you're buying a unit, most providers are furnishing you with a refurbished unit.  This is especially the case for rentals, unless the product is fairly new to the market. Think about how many people rent cable boxes and then return them when they cancel their service.  Do you really think that unit is just going to sit on a shelf or the provider is just going to sell it off because it is no longer 'new'?  Units stay in circulation for YEARS, passing through multiple households.  We say this because a lot of people tend to think that refurbished units are bad or somehow inferior.  Just because a unit is refurbished doesn't mean it was defective.  Chances are you're already renting a refurbished cable box, and don't even know it!