Thank you for accessing the Penn Video Network on-line trouble-shooting guide. Based on our experience with past customers, we have compiled a list of the most common problems and their solutions.

Please read the Hook-Up Guide before contacting PVN. Many problems can be solved by following the steps outlined in the Hook-Up Guide.

The Penn Video Network is the University of Pennsylvania's closed-circuit cable television network. If you live in a ResNet-wired building (all College Houses, Sansom West and Sansom East, and most Greek Houses on campus), you should receive Penn Video Network programming. Look around your room for a wallplate box with Ethernet/Telephony/Coaxial (video) outlets. That is the quickest way of determining if you have PVN capability.

No activation call is necessary to start Penn Video Network service.

If you have already gone through our Hook-Up Guide, and you are still having problems, check this FAQ to see if there's an answer to your question.

This is a very common complaint the first time that you hook up your TV. Nine times out of ten, this problem is due to incorrect programming of the TV.

If the TV is not set up for a CABLE signal, you will only get channels 2-13. This is because, using a TV antenna, you automatically receive broadcast VHF channels on channels 2-13 (and UHF channels above 13, which is why you may also be receiving channel 17, 57, etc.). The TV thinks that you are using an antenna. So if you only see the first thirteen channels, this does not mean that your cable is not working. On the contrary--it proves that the cable IS working. If you can get the first thirteen channels, then that proves there are no broken wires or damaged equipment between PVN and your room. Your cable - all 67 channels - has already been activated before you even move into your room. So, if you are only getting channels 2-13, you definitely have a programming problem with your television.

We understand that your TV probably worked great last year or at home, but you have to set it up from square one when you move in to Penn again. Many times when you unplug a cable-ready TV, the memory settings are lost, and you have to start over. Therefore, you will need to program your set from the beginning (see our Hook-Up Guide, Programming the TV set).

This probably means that, although your TV set is cable-ready, it is one of the earlier cable-ready TV sets. It is cable-ready, but only up to 36 channels (or some other arbitrary number of channels). Unfortunately, there's nothing we can do for your TV. This is a limitation of the TV set itself, and unless you have another TV or a cable-ready VCR, you're stuck with it.

Your only options are:

1. buy a cable-ready VCR (recommended); or
2. buy a converter box; or
3. buy a new TV.

If you have followed the instructions in our Hook-Up Guide and you are still experiencing this problem, make sure that the coaxial cable you are using is of good quality and is securely connected. You may also wish to go to the front desk of your building and ask for a new cable.

If the new cable does not solve your problem, then you should contact the PVN office. Please fill out our Online Repair Form. A technician may need to do an on-site visit.

If after following the instructions in our Hook-Up Guide, there is still no signal, there may be a problem with your outlet.

To report the problem to our office, fill out the Online Repair Form.

In the Sansom East and Sansom West buildings, some rooms have additional, plain cable wall ports. These ports do not have the alphanumeric code like the Ethernet/Telephony/Video port boxes. The plain ports are non-functioning ports; you should not use these ports to try and access your cable signal. Only use the coaxial cable port located in the Ethernet/Telephony/Video port box. It looks like this:

Some TVs and VCRs require the original remote control to access the on-screen programming features that are used to put it in cable mode. While you can purchase a universal programmable replacement, there is the possibility that it may not allow you to access the unit's special programming features.

If you need to replace your original remote control, first consult your owner's manual and, if necessary, call the manufacturer to order a replacement remote control.

The Penn Video Network does not sell or give out remote controls.

Some of the guest suites have TVs already set up in the room. These are Zenith LodgeNet TVs (check the front of the TV to see if it has both the Zenith and LodgeNet logos on it).

It takes a few steps to program these TVs, so go here to read the instructions.

If you have gone through the steps in this F.A.Q., and you are still having problems, fill out a Repair Request, or contact the PVN office. Call the automated Penn Video Network Help Line by dialing 898-4336 ("V-IDEO"), or e-mail video[@]isc.upenn.edu.