Hay Communications

Support

Support Services

We want your services to run smoothly. If you are experiencing poor internet, unsatisfactory television, telephone interruption or any other issue, there are several ways to contact us. As well, we offer some troubleshooting options that could solve minor issues.

Support Hours

Regular Support Hours

Monday to Friday 8:30 a.m. to 10:00 p.m.
Saturday 9:00 a.m. to 5:00 p.m.
Sunday 9:00 a.m. to 5:00 p.m.

Christmas & New Year’s Support HoursDec 19-23: 8:30 a.m. – 10:00 p.m.
Dec 24: 9:00 a.m. – 5:00 p.m.
Dec 25: Closed
Dec 26-27: 9:00 a.m. – 5:00 p.m.
Dec 28-30: 8:30 a.m. – 10:00 p.m.
Dec 31: 9:00 a.m. – 5:00 p.m.
Jan 1: Closed
Jan 2: 9:00 a.m. – 5:00 p.m.

Contact Support 

Phone: 519-236-4500
Email: assist@hay.net
App: SmartHub

Known Issues

November 24, 2023 3:13 p.m.:
There is an intermittent internet problem happening that we are investigating. Most troubles at this point are corrected by rebooting your router.    Please give this a try if your internet is currently having issues.  Contact My Support if you have further problems.
There are currently no known issues.  If you are having a problem please fill out the Online Trouble Reporting form, submit your trouble report via the SmartHub app, email assist@hay.net or call 519-236-4500.
Recently Resolved Issues

January 8, 2024

We had a brief internet routing problem from 9:15 a.m. to 9:40 a.m. this morning.  The problem has been resolved and you should be able to get back online if you were having issues during this time frame.  If you need any further assistance please contact the My Support team by putting a ticket in via your SmartHub app, email assist@hay.net, or call 519-236-4500.
Hay Communications

Support Tools

help.hay.net
My Support Team’s remote assistance tool.

Speed Test
Test the bandwidth available to your device.  Please note this does not take into effect WiFi signal strength, background internet transfers, etc… 

Hay Support Blog Posts
Here you will find posts regarding specific situations or support updates.

Online Trouble Reporting

Our My Support team members will open a ticket once they receive your trouble report and get back to you.

Please provide all details regarding your trouble or inquiry.

    This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

    Choose from These Topics:


    Troubleshooting                            

    Before you call or if it is after hours, below are some common fixes to many common issues and some suggested troubleshooting steps you can take.

    Internet

    NOTE:  Your modem will need to be located. It is a small box with several lights, some may be blinking. It will likely say Comtrend, Paradyne, Speedtouch, Arris, or Smart RG as the brand name. The modem is usually located in your utility room where the phone line or cable coax lines come in to your house. It could also be near your computer or STB.

    If you have fibre to your home you may not find a modem and will need to call the repair line.

    Resetting a modem is as simple as doing a power cycle.

    1. Turn the power off, or pull the plug
    2. Wait 10 seconds
    3. Turn the power back on, or plug it back in.

    It can take approximately three minutes for the modem to make the connection.

    If your 804Mesh can be hardwired, hook it up to an ethernet cable and power it up.  In most cases, this is all that is required for a hard wired setup.

    View this setup video for instructions on how to set it up over Wireless Backhaul.   The steps to set up using this method are

    1. Plug in the 804Mesh near the main Gigacenter router.
    2. Press the WPS button on the Gigacenter router for 3 seconds until you see the light turn amber.
    3. Press the WPS button on the back of the 804Mesh for 1-2 seconds until you see the Backhaul lights turn on.
    4. Wait about 4-6 minutes while the 804Mesh loads the configuration automatically.
    5. Move the 804Mesh to the area of the house where you need better WiFi.   If you have three green bars and one red bar, the 804Mesh is too close to the Gigacenter.   If you have three or four green bars, the 804Mesh has a excellent or good signal.   If you have two green bars, the 804Mesh has an adequate signal.  One green bar or less means you may have problems with certain activities such as streaming video in which case you may need to see about ordering a ethernet jack to be installed so it can be hardwired to provide a fresh excellent signal in this area.

    There are a number of things that can cause the internet to be slow, or seem/feel slower. Here are some of the most common reasons for slower internet speeds.

    • File Sharing / File transferring with Bit Torrent or any other file sharing method.
    • iTunes Match is uploading your music library.
    • Your online backup is running and uploading your back-up set.
    • Your PC is infected with some sort of Malware that is uploading data without your knowledge.
    • You are on the Light Internet Browser package.
    • Online video streaming / high bandwidth gaming.
    • Your usage may have outgrown your current plan. You may need to speak to our office about upgrading to faster internet.

    If you feel your internet connection is transmitting at a slower speed than it is supposed to there are a few things to check.

    Light Browse Package

    This package is only for one user with light internet use. It is only a few times faster than dial-up. It is possible your internet use has advanced and outgrown this basic package. If your speed tests show up to 0.5Mbps down x 0.5Mbps up the Light Browser connetion is working properly. Please consider upgrading to the Standard Internet 100 package.

    Run a Speed Test
    1. Make sure no computers on your home network are currently using the internet except the one you are going to do the test with.
    2. Browse to this page: Fast.com
    3. Note: There are many ads displayed on this Speed Test website. To start the test be sure to click the big green “Begin Test” button.
    4. Wait for the speed test to finish. Your optimal results should be “up to” the Internet Service Level you have signed up for.

    If your speed test results still show a slower connection than expected try some of these steps listed below.

    Bypass Router

    If you have your own router try bypassing it. (You will need to know your hay email address and password for this step. If you are not sure how to create a PPPoE connection our Internet Support can walk you through it over the phone.)

    1. Take out the ethernet network cable plugged into your router’s Internet/WAN port and plug it directly into your computer.
    2. Create a PPPoE connection on your computer using the first part of your hay email address as the username and your email password.
    3. Connect with your new PPPoE connection.
    4. Follow the steps above under “Run a speed test”.
    Fibre Customers – Perform a Router Bypass

    You likely have either a Netgear router supplied by Hay or your own router.

    1. Unplug the ethernet network cable plugged into your router’s Internet/WAN port.
    2. Plug this cable directly into your computer/laptop network jack. Note: It is a keyed connection so it will only fit in the correct spot.
    3. Most Fibre customers connect via DHCP so you should automatically have a connection to the internet after plugging in. If you do not you may need to connect via PPPoE. Follow the steps above for creating a PPPoE connection in this case.
      • Note: There is a MAC limit in place so try not to plug too many devices into your Fibre internet cable directly when bypassing your router as you may not be able to get online with the newly connected device. If this happens please try plugging back into your router Internet/WAN port.
    4. Follow the steps above under Run a speed test.

    If you have further problems with your internet speed test please contact Internet Support for further assistance and let them know the steps you’ve already taken.

    WiFi Information

    Please note that WiFi is convenient and the only option on some devices however it will always be inferior to hard wired connections.
    WiFi signals may be stronger in some areas of the house than others. This could be due to interference, location of WiFi router, or the device connecting to WiFi.

    Smart TV not working well over WiFi

    We strongly recommend having an ethernet jack installed near your Smart TV. This will allow you to hard wire your Smart TV to your router. As mentioned above, please note that WiFi is will always be inferior to hard wired connections. The nice thing about this is you can make your Smart TV work better and in the future if you ever need a stronger WiFi signal in the room the TV is in you just need to buy an Access Point and it can use the same ethernet jack as the TV.

    Things to Check for Weak Signal
    • If you have a room that is far from the WiFi router you may need an Access Point to improve the signal in that area of the house. Please call Internet Support and report this problem.
      • For your convenience Hay has an AP that can be purchased. For optimal use it needs to be hardwired back to your main router and an installation/wiring charge may apply.
    • If you have an Apple device running iOS that is having problems staying connected please try restarting your device. If that doesn’t help you may need to Reset Network Settings which will clear existing WiFi connections and allow you to start fresh.
    • Common items that cause WiFi interference and other issues.
      • Wireless baby monitor, especially Video monitors. Test with the monitor unplugged to see if that is causing issues.
      • Microwave oven. While the microwave is running it will cause massive interference with WiFi. The interference will stop when the microwave stops. Try to have router far away from the microwave it this is a regular problem.
      • Cordless Phones that operate on the 2.4GHz spectrum can cause interference in the same was as a microwave. It will happen when the phone is ringing or while talking on the phone.
      • Wireless speakers.
      • Physical barriers. Some examples listed from highest interference level to lowest: mirror, metal, concrete, marble, bricks, water, glass, synthetic material, plaster, wood.
      • Wireless garage door openers.
      • Neighbouring WiFi Networks.
      • Nearby power lines, railway tracks and power stations.
      • Wireless video cameras.
      • Wireless game controllers.
      • fluorescent lights.
      • Bad electrical connections.
      • Using a WiFi 802.11n device with a WiFi 802.11b or 802.11g router. Your router needs to support 802.11n to be able to use the benefits of the newer devices. Similar with the newer WiFi 802.11ac
      • Dense installation of WiFi Access Points. If you have an AP in every room, it will be necessary to lower the transmit power level of each AP to avoid interference.
      • Less common but still an issue: Your hand can effect the WiFi signal if your device is positioned in the wrong way. Try changing your grip on the device.

      The most common and simple fix for some of these interference problems is to change the channel on the WiFi router. Some routers support a 5GHz frequency. This 5GHz frequency may work in some cases for you. It has a shorter distance range it can travel so please keep that in mind.

    This problem could be related to slow speeds. Please check the slow speeds troubleshooting above to be sure your connection is running properly and nothing is running in the background.

    • Something uploading over the internet at full speed can make the connection seem like it has dropped. Rebooting the modem/router will temporarily correct the problem as it interrupts the upload. Once the uploading kicks back in at full speed the problem will happen again. It is necessary to limit the uploading speed or close the program that is doing the uploading.
    • For DSL types of connections, you could be experiencing intermittent sync. Have you plugged any new phones in lately? Please be sure all phone devices have a filter in the jack before you plug the device in as an unfiltered phone device will cause intermittent sync and/or slow throughput.
    • For Fibre types of connections, is it WiFi or hardwired connections having the problem? Check the WiFi troubleshooting information and again be sure there is nothing uploading at full speed in the background on any computers in your home network.
    • Internet Support can assit you in looking into this problem further by checking the physical setup, isolating the modem, changing line cords, etc…

    IMAP is the recommended format to set up your e-mail accounts. IMAP settings sync email messages across all of your devices.  For example if you read a message on one device, it will show as read on your other devices.  If you delete a message on one device it will be deleted on all devices.  This is the most common and modern way to manage your e-mail.  It is recommended to use this even if you only have one device.

    Settings

    Use IMAP settings for all email accounts on mobile devices and web browser accounts

    Server Type: IMAP
    Incoming Server: mail.hay.net
    Incoming Port: 993
    Incoming Security: SSL/TLS
    Outgoing Server: smtp.hay.net
    Outgoing Port: 587
    Outgoing Security: STARTTLS (or Use SSL on iOS)
    Username: (first part of email before @hay.net)
    Password: (your email password)
    *Username And Password are not optional.

    1) Download and install Thunderbird
    2) Open Thunderbird
    3) Click “Skip this and use my existing email” when asked “Would you like a new email address”?
    4) Fill in Your Name as you would like it to appear when recipients recieve messages from you.
    5) Fill in your Email address and password.
    6) Click Continue”.  Thunderbird will automatically find the settings for your Hay email.
    7) Click “Done”.
    Congratulations! Your email is now set up in Thunderbird.
    For further assistance please contact Internet Support.

    User these settings if you do not want multiple devices synced.
    We do not recommend setting up POP3 if you use your email account on multiple devices however, if you do please be sure to find the option in your email program to “leave a copy on the server for x amount of days”.
    Using POP3 your e-mails may become out of sync on multiple devices.
    Also, using POP3 your email is not always available via Hay Webmail.
    POP3 stores your e-mail on your computer so be sure to have a computer backup in case your hard drive or device fails.
    Server Type: POP3
    Incoming Server: mail.hay.net
    Incomming Port: 995
    Incomming Security: SSL/TLS
    Outgoing Server: smtp.hay.net
    Outgoing Port: 587
    Outgoing Security: STARTTLS (or Use SSL on iOS)
    Username: (first part of email before @hay.net)
    Password: (your email password)

    First – Check to see you are using all lower-case in your email address.

    Second – if you previously used our “Old Webmail” client (software) call our Support line for assistance in migrating all of your contacts and saved folders over to the new, current webmail client.

    Our spam filter catches most spam, malware, and virus infected emails.

    Sometimes spammers get crafty and spoof addresses of known contacts or use other means to slip spam through the filters.  The filters get updated and the spam goes down for a while, and it’s an endless cycle.

    If you receive spam and would like to report it, please use this government spam reporting center link: https://www.fightspam.gc.ca/eic/site/030.nsf/frm-eng/MMCN-9EZV6S

    Xstream TV

    Self Install Videos

    Self-install – Apple TV

    Self-install – Android Media Player

    Self-install – Amazon FIRE TV Stick

    Xstream Support Tips

    Amino Set-Top Box, Guide and Remote

    Most programmers will not allow this functionality on their channel when you pause, restart or replay content. Fast Forward will work if record the program.

    There are thousands of hours of content to be copied to our servers from programmers. We are working toward 100% of allowable content to be available, however, this takes a lot of time. Please be patient while we work away at it. Many channel providers have apps where you can view their content if you subscribe to the channel. Go to hay.net/television/channels-to-go to see what is available, register at WTVE and then download the apps you like on the devices you are using for Xstream TV.

    Reset and change your password at xstream.hay.net in a web browser.

    Live TV and/or Recordings Pixellate or Freeze

    When sections of the video on the screen lag or look like little squares we call that pixellation. There are a few things that can cause it.
    Here are a few things to try

    • The first thing to try is reboot your modem if you have one followed by all of your devices. Then see if the pixellation continues.
    • If it is happening on every channel, try reseating your HDMI cable. Unplug it from the TV and plug it back in. Then unplug it from the device and plug it back in.
    • It may be the channel pixellating over the Network Feed coming to your house. If you notice pixellation on a certain channel please note the channel number and date and time and let support know. A ticket will be opened and we can look into this.
    • If you are on a VDSL or ADSL type of connection we can check your DSL Performance for errors, verify bandwidth availability, and make sure your modem is tweaked to the proper settings for optimal IPTV (most modems already are). Contact Support.

    Please do an internet search to find the channel and the network that owns it. Provide your feedback there. Hay Communications does not have any control over program content.

    If you frequently get a message that you are Experiencing Network Issues, you may need to reset (Power cycle) your modem. Go to the modem and turn off the power. Turn it back on after a few seconds. It can take several minutes for the modem to acquire the signal.

    You may also want to power cycle the device (Apple TV, Fire TV, game console, etc.) you are using in the the same manner.

    If you continue to get this signal, contact our support services. hay.net/support

    Cable customers who have switched their TV service to Xstream will have to re-register. This is because the Watch TV Everywhere platform now needs to connect with a different authentication system. You can use the same email and password as you had before. Go to our Channels-to-go page  and follow the instructions for IPTV/Xstream. registration.

    Pressing the GUIDE button at ANY time will take you into the Xstream TV Guide.  

    At ANY time while using the remote pressing the coloured buttons at the top will take you to; 

    RED – your Recordings 

    GREEN – Replay menu 

    YELLOW – All Movies menu 

    BLUE – All Shows menu 

    Use the BACK button to go to the Main MENU tabs. Scroll down for your previously watched channel, or go to the Home Tab with free previews and sorted content choices like drama, action, news, kids and more.

    A – Main MENU tabs (can also use the BACK button)

    B – Filter Menu: Shows only channels for Sports  |  News  |  Movies  |  Kids

    C – Change profiles

    If your remote is not working, the first thing to do is replace the batteries. If this does not work call the office for a replacement remote. Directions to re-establish connection with the STB are included in the User Guide.

    No. Most people love the simplicity of the device remotes once they get to know them.

    Closed Captions and Subtitles can be accessed in the preferences on the device you are using. i.e. under Preferences/Accessibility settings on the Amazon Fire TV Stick

    Xstream TV General FAQ’s

    You can download the Xstream app directly to your device. Amazon, Apple and Fire TV have app stores where you can easily search for our app. Search for “Hay Xstream TV”. The same goes for your Android and Apple smartphones. From your smartphone or tablet, go to the App Store to download the “Hay Xstream TV” app.

    Streams are how we transmit content or channel signals, to your devices. One stream equals one active feed per device.

    You can have a maximum of 4 streams on your account. This allows you to watch 4 devices at one time. Each device can record as many programs as you want while watching a program on that stream.

    [table “XstreamChannelFeatures” not found /]

    Hay Xstream Supported Devices

    Updated Dec 8, 2023
    Device TypeDevice Name
    Apple
    Phone & tablet    
    iPhone (iOS 14+):
    SE (gen 1-2)
    8, 8+
    XR, X, XS, XS Max
    11 Pro, 11 Pro Max
    12 mini, 12, 12 Pro, 12 Pro Max  
    iPad (iOS 14 - iPadOS 14+):
    iPad Air 2, iPad mini 4, iPad Gen 5
    iPad Pro 9.7",10.5", 11" (gen 1-2), 12.9" (gen 1-2) 

    PLANNED TO SUPPORT - TBD:
    iPad 10.2" (2020), iPad Air 10.9" (2020)
    Android
    Phone & tablet    
    VARIOUS (Android 11+)   
    Google:
    Pixel 3, 3XL, 3A, 3AXL, 4, 4XL, 4A
    Pixel Slate

    Samsung:
    Galaxy S9, S9+, S10E, S10, S10+
    Note 9, 10, 10+
    Tab 5SE, S6

    PLANNED TO SUPPORT - TBD:
    Google
    Pixel 4A with 5G
    Pixel 5

    Microsoft Duo

    Samsung Galaxy
    Z Fold2 5G, Z Flip
    Note20 Ultra 5G
    Tab S6 5G, Tab S7+
    S21 Ultra 5G, S21+ 5G, S21 5G

    Sony Xperia 5 II
    LG
    Q7 Plus, Wing 5G

    OnePlus
    8, 8T, 8 Pro, Nord N10 5G, Nord N100
    TV
    Streaming stick
    Amazon Fire TV (Fire OS 5+)
    Fire TV 4K Max (2021)
    Fire TV Stick Gen 2 (2016)
    Basic Edition (2017)
    Fire TV Stick 4K (2018)
    Fire TV Stick (2020), Fire TV Stick Lite (2020)

    Roku (OS 9+)
    Roku devices are currently unsupported

    Android TV (OS 9+)

    TiVo Stream 4K

    Chromecast with Google TV (2020) (excludes Google Cast support)
    TV
    Retail Streaming set-top-box
    Apple (tvOS 14+)
    Apple TV (A1625)
    Apple TV 4K (A1842)
    Apple TV 4K (A2169)*

    Android (OS 8+)

    nVidia
    Shield TV (2017, 2019)
    Shield TV Pro (2017, 2019)

    Xiaomi
    Mi Box, Mi Box S 4K HDR

    Ematic
    Jetstream AGT418 STB (OS 9+)

    Amazon Fire TV (Fire OS 5+) 
    Fire TV Gen 3, pendant (2017)
    Fire TV Cube (Gen 1, Gen 2)

    Roku (OS 9+)
    Roku devices are currently unsupported

    *Known Issues: Inconsistent functionality of D-Pad keys on new remote control. Will be addressed in future client update.
    TV
    Smart Soundbar
    Amazon Fire TV (OS 6+)
    Fire TV Edition
    Anker Nebula D3000 (2019)

    SUPPORTED BUT NOT TESTED:
    Android TV (OS 9+)

    JBL Link Bar

    Roku (OS 9+)
    Roku devices are currently unsupported
    TV
    Smart TV    
    SUPPORTED WITH LIMITED TESTING:
    Amazon Fire TV Omni 4K Series
    Fire TV Omni (2021) - 4K43M600A*, 4K50M600A, 4K55M600A, 4K65M600A, 4K75M600A
    *Tested and validated. Remaining sizes are untested but uses the same chipset and Fire TV OS.

    SUPPORTED BUT NOT TESTED:
    Amazon Fire TV 4-Series 4K UHD
    Fire TV 4-Series (2021) - SKU's ending with N400A
    Amazon Fire TV Edition (OS 5+)
    Element
    (2017) 4K AFTRS

    Insignia
    (2018) HD - NS-24DF310NA19
    (2018) 4K - NS-43DF710NA19, NS-50DF710NA19, NS-55DF710NA19
    (2020) 4K - NS-43DF710NA21

    Toshiba
    (2018) 32LF221U19
    (2018/19) 43LF621U19, 55LF621U19, 43LF711U20
    (2020) 50LF621U21
    Android TV (OS 8+)

    Sony
    Z9G, Z8H, A9G, A9F, Z9F, A8H, A8G, A1E, A8F, X950H, X950G, X900H, X850G, X800H, X900F, X850F, X830F, X780F, X750H, X750F, X940E/ X930E, X900E, X805E, X800E, X720E

    Sharp Smart TVs
    XU, UA6800X, AL1X, UE630X, LE580X

    Philips
    5000, 5704

    Hisense
    H55, H65, H8, H9, H55, H6570, H6590

    Roku Smart TV (OS 8+)
    Note: Roku devices are currently unsupported

    Smart TV:
    Samsung (Tizen OS 5.0+)
    2019 models and newer 

    LG (webOS TV 4.5+)
    2019 models and newer
    TV
    Game Console
    There are no plans to support any Gaming Consoles.
    Web Browser    Google:
    Chrome (89+)    
    Mozilla:
    Firefox (87+)   
    Microsoft:
    Edge (89+) 
    Apple:
    Safari (13+)       

    All of our content is delivered or streamed to the Hay Xstream app. Our app works with Amazon, Google etc to bring you our app. You can have as many devices as you want and stream over as many as you have purchased streams. Three streams = 3 devices at once.

    This will depend on the operating system of your Smart TV. If your TV has an Android, Amazon Fire, or Fire TV-based operating system, you may be able to download the Xstream app directly to the TV.

    Please note that we cannot guarantee the quality of your viewing experience or guarantee compatibility. We monitor the experience using the supported devices (see below), so we can ensure that you are getting the best experience possible.

    If you are installing Xstream TV on your own devices, you can do it on your own. There are simple self-install videos and we have support staff on-hand during regular office hours as well as after hour support to talk you through the process.

    If you are renting a STB a technician may need to come to your premise to install it. There is no installation charge for this service.

    You must be on Hay Communications Network in order to use Hay Xstream TV. Hay internet is very reasonably priced. View our internet packages.

    When you have both TV and Internet services from Hay you will also get a bundling discount. With two services you get a 7% discount off both services, every month. The discount also applies to your channels packages.* See hay.net/services/bundling for more details on bundling

    •some specialty channels and services, like Crave, are not included in bundling discounts. Equipment is not discounted in a bundle.

    There is a $5/mo fee when you don’t have a Hay internet connection. The Amigo STB (set-top box) is the only device that can be connected. There is a $6 monthly rental fee for each STB.

    We are making this feature available to all providers that will allow us. Not ALL channels have that availability.
    Viewing out of home is restricted to CANADA.

    Hay is not reselling Amazon Fire TV sticks, Android media players or Apple TV devices. These devices are very easy to find and purchase at a store or online.

    If you would like a more traditional TV viewing experience, we offer rental of the Amino Amigo 7x set-top box at $6/mo. + tax

    When you navigate to the Xstream TV Home screen and scroll down, the show you were watching last will be listed.

    Fire TV – Press the Guide button, scroll over to HOME, scroll down. You will see Recently Watched Programs.

    Amino set-top box – Press the A button on your remote, this is the Home screen, scroll down. You will see Recently Watch Programs.

    Apple TV – Press the Menu button on your remote, scroll to HOME, scroll down. You will see Recently Watch Programs.

    For several seconds when you choose a live program, there is an option to “Play from beginning” If you miss the prompt, just press pause and the same option is available. Not all channel providers allow restart to function, including all of the Corus signals.

    This can also be called Lookback. If you scroll left when in the Guide you can view programs allowed by each provider that were previously aired. Each programmer determines availability and the hours of Replay programming you can see. Not all channel providers allow Replay to function, including all of the Corus signals.

    You can set-up 5 different user profiles from xstream.hay.net

    Yes! – Create a PIN from a web browser at xstream.hay.net or from the mobile app. Once parental control are turned on, the PIN will need to be entered for each show with a mature content rating.

    Programs you want to record are no longer stored on an in-home DVR set-top box. Instead, Hay has servers where they are stored. This way you can watch it later on any device. You must be on your home network to watch recorded programs.

    Each account can have a maximum of 200 hours.

    When you run out of recording space, you will get a prompt to delete recordings in your library to make room or you can select “overwrite eldest recordings”. If you have an existing series recording, recordings will stop being made until the rules for the series is edited or your recording assets have been managed.

    You can add 100 or 200 recording hours to a max on your account of 200. Each account comes with a complementary 5 hours of recording time.

    User do not lose all their recordings. Only the older ones are deleted which “fall out” of the new DVR hrs.

    For example: If user had 200 DVR hrs subscription and they had 100 hrs of recordings. When they downgrade to 50 hrs subscription, they will lose only the 50 hrs of oldest recordings.

    Each streaming package comes with a list of Essential Channels. You can add whichever channels you want after that. We have prepackaged small themes and larger grouped channels, like Complete TV. Many channels are available on a Pick’n Pay basis as well. Go to hay.net/services/television where there are links to themes and pick ‘n pay.

    We had to stop offering this service due to unforseen circumstances it was not a viable option on the Xstream TV platform. For on demand options, we offer our streaming – Channels-To Go (TV Everywhere)service for many channels you subscribe to.

    At this time, radio signals are not available on Xstream TV. We are working to make these available as soon as possible.

    Television – IPTV & Cable

    On occasion electrical devices, especially computer type devices like your STBs, will need to be rebooted. There are different ways to reboot so we will list them below so you can choose the method that is most convenient for you.
    Please Note: If you see that your Set Top Box is plugged in with a Coax Cable that screws on to the back you are likely using ActionTech adapters so please skip to Method 5.

      Method 1 for Amino or Entone STBs:
    • Unplug the power cord (circular black cord that just pulls out) from the back of the STB.
    • Wait 5-10 seconds.
    • Plug in STB.
    • Repeat for ALL STBs

     

      Method 2 for Amino STBs using Remote:

     

    • Make sure you are in STB mode by pressing the STB button on your remote.
    • Press Menu on the remote.
    • Use the arrows to go to the Settings option and hit the OK button.
    • Enter your password. Default is 1234.
    • Choose the Hardware Settings option and press OK.
    • Choose the Reset option and press OK.
    • Press OK and then use the arrows to change the Restart System option to Yes.
    • Repeat for All STBs.

     

      Method 3 for Entone STBs using Remote:
    • Make sure you are in STB mode by pressing the STB button on your remote.
    • Press Menu on the remote.
    • Use the arrows to go to the Settings option and hit the OK button.
    • Enter your password. Default is 1234.
    • Choose the Hardware Settings option and press OK.
    • Scroll way down the list and choose the Advanced Settings option and press OK.
    • Enter the password entone.
    • Choose the Reboot option and press OK.
    • Repeat for All STBs.

     

      Method 4 Ask Us To Reboot For You. There are a few options.
    • Click here to send us a message asking us to reboot your STBs for you. We will usually be able to do this within 24 hours during the business week.
    • You can contact the support office. Click here for details.
    • You can also use SmartHub to open a support ticket.

     

      Method 5 When Using ActionTech To Wire Over Coax
    • Unplug STB from Power
    • If there is an ActionTech device at your STB unplug it from the power. Entones with a maroon band on them have built in ActionTech so there will not be an additional ActionTech device in this case.
    • Go to where your modem or Fibre ONT is. Fibre ONTs are usually near your electrical panel in the basement.
    • Find the ActionTech device that will be near the modem or Fibre ONT and unplug the power.
    • Plug the power back in to the ActionTech that is near your modem or Fibre ONT.
    • If there was an ActionTech near your STB plug it back in now.
    • Plug your STB in and allow it to reboot.
    • If the reboot fails please contact support and let them know the steps you’ve already taken.

     

      Method 6 For Entone STBs with a Power Button On The Front
    • Press and hold the power button on the STB for 6 seconds.
    • Repeat for ALL STBs.

    Our modern IPTV and Cable TV remotes can be programmed to your TV by doing these steps:

    1. Start with the TV turned on.
    2. Press and hold SETUP until LED light blinks twice.
    3. Press TV mode key.
    4. Press and hold the OK key.
    5. Release key when device turns off.

    Please do an internet search and check out the networks website you are unhappy with and provide them feedback. Hay Communications does not have any say or control over what the TV networks schedule for programs.

    There are a few reasons why series recordings may not work, or stop working.
    On occasion we are able to offer you a free preview of a channel for a month or certain period of time. Once the free preview ends the series recording will no longer work. If this is the case you can call our office and order the channel if you’d like.
    In rare situations there may have been a channel number change. This happened at the beginning of November 2015 when a few channels were added or removed from the service.
    In almost every situation the problem can be cleared up by clearing the existing Recording Schedule and Schedule Priority. After that set up your series recordings again as if you had a clean slate.

      To Clear Recording Schedule and Schedule Priority
    • Press DVR button on your remote.
    • Press down until the Schedule Priority option is highlighted and press OK.
    • For each item in the Schedule Priority list hit OK and then Cancel the recording.
    • Now you can go to the guide and set up your series recordings again by pressing record twice with the programs title highlighted.
    • Contact Support if there are further problems.

    Live TV and/or Recordings Pixellate or Freeze

    When sections of the video on the screen lag or look like little squares we call that pixellation. There are a few things that can cause it.
    Here are a few things to try

    • The first thing to try is reboot your modem if you have one followed by all of your STBs. Then see if the pixellation continues. If you use Coax cable to feed your STB please be sure to use Method 5 listed above for rebooting.
    • If it is happening on every channel, try reseating your HDMI cable. Unplug it from the TV and plug it back in. Then unplug it from the STB and plug it back in.
    • It may be the channel pixellating over the Network Feed coming to your house. If you notice pixellation on a certain channel please note the channel number and date and time and let support know. A ticket will be opened and we can look into this.
    • If you are on a VDSL or ADSL type of connection we can check your DSL Performance for errors, verify bandwidth availability, and make sure your modem is tweaked to the proper settings for optimal IPTV (most modems already are). Contact Support.

    99.975% of the time this means that your TV is not on the correct Input/Source for your Set Top Box. This can happen if someone mistakenly pressed the Input/Source button on your remote. It can also happen after a power outage. After a power outage some TV models will revert to it’s first input and may just display “No Signal” or “Snow”.
    If you know the Input/Source your STB is on simply change the TV’s Input/Source to match it. If you don’t know the correct Input/Source you can try cycling through all of your TV Inputs/Source options until you find the picture.
    Please Note:While the Hay Remote is compatible with most TVs not all TVs work with the Video Input button on the Hay Remote. If it doesn’t do anything when you press it you may need to use your original TV remote or press the Input/Source button that is on the actual TV.
    To cycle through your Input/Source options first make sure the STB and TV is turned on. Then hit the Video Input/Source button on either the Hay remote, your original TV remote, or on the TV itself and try each input until you find the picture for the STB. It is a trial and error process. When you find the correct Input/Source you could write it down for future reference if you choose.
    While correcting this can be a trial and error operation you could also call our support office if you need assistance working through these steps.

    If you are putting your sound through a stereo receiver with a HDMI cable, please try re-seating the HDMI cable on both ends.
    If you are using a stereo receiver try bypassing it to see if the sound cuts out when just going through the TV. This will help isolate the problem.
    If it is cutting in and out on a certain channel please make note of the channel number and date and time and let support know. A ticket will be opened and we can look into this.

    First things first, be sure to reboot the PVR and ALL other STBs.
    You can check the PVR hard disk for errors.

    1. Press the Menu button on the remote.
    2. Go to the Settings option and press OK.
    3. Choose Hardware Settings.
    4. Scroll down to Harddisk Information and press the OK button on the – Go – option.
    5. Choose Harddisk Repair. The STB will reboot and check and repair any errors it may find on the hard disk.
    6. If you don’t mind losing your recordings you can try a Harddisk Format.
    7. If no hard drive is listed let support know. The PVR may need to be replaced.

    Click here to send us a message asking us to check your stream count for your PVR.

    Channels-To-Go
    Watch TV Everywhere Service

     

    You must first register at watchTVeverywhere.ca BEFORE you can access content from any channel provider.

    You must be subscribed to a channel in order to access their content.

    If you have already tried our instruction page and you cannot register please contact Hay support.

    For Questions about Crave go to Crave.ca FAQs or email CraveTV Help or call 1-888-272-8388

    Cable customers who have switched their TV service to Xstream will have to re-register. This is because the Watch TV Everywhere platform now needs to connect with a different authentication system. You can use the same email and password as you had before. Go to our Channels-to-go page  and follow the instructions for IPTV/Xstream. registration.

    Mobile Service

    Our in-house support technician is available during regular office hours 9:00 a.m. to 4:30 p.m., Monday to Friday. Please call from a different phone than you need help with in case we need you to try different solutions to correct your problem.

    • Zurich Office: 519-236-4333
    • Exeter Office: 519-235-3369

    After Hours:

    • If your need is not pressing, you can leave a detailed message at: 519-236-4500, and our in-house technician will get back to you as soon as a qualified technician is available.

    If you cannot wait to receive support for your cellular phone you can call the following number:

    • Bell Mobility technical support line: 1-800-667-0123. NOTE: Do NOT enter your mobile number when prompted or you will be redirected back to Hay Communications. Please ONLY use this service after hours.

    Security & Home Automation

    Call an AMP Security customer service rep at 519-263-2677 and they will assist you with your system or schedule a technician to visit you.

    Telephone Repair Service

    During regular business hours call the main office, a repair report will be filled out immediately and your service fixed quickly. If you are in need of repair over the weekend or after regular business hours please call our repair line and leave a detailed message. Messages are checked frequently during weekends and holidays, a technician will get back to you as soon as possible.

    If you have DSL service please make sure all phone devices have a filter, or you have a Whole Home Filter installed. DSL noise will sound something similar to eggs frying.If you are on a cordless phone, see if the noise is happening on a corded phone. Sometimes cordless phones pick up extra signals which can create noise on the line. Unplug all equipment that is connected to the phone line, then plug each one in one-at-a-time until you discover which is causing the problem. This includes phones, fax, modems, satellite receivers, security system, furnace monitoring systems, etc… If the noise comes back on the line, the last device you plugged in is the problem.It could be a particular jack that has the noise, test a second jack. Call into the repair line if the root of the noise cannot be found and report the problem and steps taken.

    A no dialtone problem can be caused by a number of things. Below is a list of things to check out.

    • Is there any phone off the hook?
    • Did the line cord come loose out of the jack or phone?
    • Try unplugging all phone devices and plug them back in one at a time and see which one causes the dial tone to stop working. This includes phones, fax, modems, satellite receivers, security system, furnace monitoring systems, etc…
    • Try unplugging any cordless phone base from the hydro and plug it back in. This will reset the cordless base as they are sometimes known to freeze a line.
    • Call into the repair line and report the problem and steps taken.

    Have the caller contact their long distance provider and report the trouble.

    There are a couple things to check on your own for this type of problem.

    • Unplug phone from hydro and plug back in. See if the call display works now.
    • Call into the repair line and report the problem and steps taken.
    Phone Ring Trips
    • Try unplugging all phone devices and plug them back in one at a time and see which one causes the ring trip. This includes phones, fax, modems, satellite receivers, security system, furnace monitoring systems, etc…
    • Call into the repair line and report the problem and steps taken.
    • Please make sure the power to the ONT battery power supply is plugged in and no breaker tripped.
    • If the ONT battery power supply is plugged into a switched outlet please make sure the switch is on.
    • Call into the repair line and report the problem and steps taken.
    • Check the Voice Mail User guide available on the right hand side of this page.
    • If you want to access Voice Mail from home you can simply dial *98.
    • If you forgot your Voice Mail password please call into support and ask to have it reset. A ticket will be opened and we can reset it for you.
    • If you are accessing your voice mail away from home you can dial ***VM DIRECT NUMBER*** and follow the prompts.
    • Five Options in the Mail Box Setup Menu
          Press 1 -> Greeting Options
          Press 2 -> Change Password
          Press 3 -> Notification Options
          Press 4 -> Disable/Enable Auto Login
          Press 6 -> Edit Distribution Lists
          Press * -> Return to the Main Menu

    Calling Features

    Call Waiting
    Call Forwarding
    Three-Way Calling
    Speed Calling 8-Code
    Teen Service
    Call Display (name & number)
    Call Display-Number
    Selective Call Acceptance
    Selective Call Rejection
    Selective Call Forwarding
    Selective Distinctive Ringing / Call Waiting
    Telemarketing Call Screening
    Visual Call Waiting
    *includes Call Display and Call Waiting
    Simultaneous Ring
    Speed Calling 30-Code
    Toll Blocking
    Per Call Toll Blocking
    Voice Mail
    Standard Voice Mail
    Enhanced Voice Mail
    E-Forward
    *added to standard or enhanced
    E-Management
    *added to enhanced only

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