For more information on these units we recommend you
check out the WikiBook: How
to use a Motorola DVR
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: We are an e-business, and do not do business over the
telephone. 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.
Q: How long have you been in
business?
A: Since April 2006, and we are the largest provider of 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: Is local pickup available?
A: Local pickup is sometimes available in Vancouver.
Please contact
us for availability.
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. We do not charge tax on shipping
costs.
Q: Why
is my payment not going through?
A: For credit card payments through Skrill
(MoneyBookers) there can sometimes be a couple different issues
- Some credit card providers automatically block the
transaction, so you may need to call them to remove the block.
- Ensure you have a Verified
by VISA or MasterCard Securecode password as this
will be needed to complete checkout. NOTE: These
services make use of a pop-up window in your browser, so
please ensure pop-ups from skrill.com
are not being blocked.
- 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.
- 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.
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: How much does it
cost to ship?
A: Our website will calculate the cost for you, once you have
added the item(s) to your cart and select 'checkout' (this is not
a commitment to buy). As an alternative, you can calculate
shipping yourself from Canada
Post using the from postal code of V6H 4E4 and dimensions of
22 * 22* 10 cm. The product weight is shown under the Details section
at the bottom of the product description.
Here are some costs for popular items to Oakville, Ont L6M 0M6:
DCT6208, DCT6412 & DCT6416 - $22.57, DCX3501, RNG200N -
$17.66, DCT3412, DCT3416 & DCT6200 - $21, DCT700 - $15.45,
DCT2000 - $19.32, DCX3400 - $20.16, Hard Drives - $14.37.
Free shipping and other discounts can sometimes be found on our twitter
feed.
Q: How long does shipping take,
and what carries do you use?
A: We generally ship within 2-3 days of your order. Transit
time: 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 UPS.
Freight shipments are also available. We can also use your
shipping account if you have one.
Technical
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: Please see our Cogeco
section
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 6 month warranty w/ free exchange 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.
Q: What's the difference
between a new / refurbished / used (field
pull) unit?
A: New units have never been activated by a consumer, but 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 units include all new outside parts where necessary
(ie. top cover, lenses, bezel, RF connector) as well as a
complete cleaning of the inside of the unit. Additionally,
units are burned in for 24 hours prior to shipping. Our
refurbishing facilities handle several thousand STB & modems
every month! We would rate these units as a minimum 8/10
in terms of cosmetics.
Re-certified units have been tested / repaired, but no cosmetics
have been changed.
Field Pull units are tested to ensure they power on and do not
have any obvious defects, but do not go through the same in
depth testing as refurbished units. Cosmetics vary, but
generally they look decent. Essentially a higher quality
used unit.
Used units receive basic testing to ensure that they power
on. Cosmetics vary widely & no in depth testing is
done.
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. We do
not know every provider out there, but we can provide the
following info:
Cogeco (Quebec), Rogers, Shaw & Videotron will NOT activate
the units we sell or any other 3rd party unit. We suggest
browsing Craigslist or
Kijiji to find a unit for one of
those providers.
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 such
as Verizon.
The following Canadian Providers WILL activate 3rd party units:
Axion (Quebec), Cable Amos, Cablevision (Quebec), Cablintel,
City West, Cogeco (Ontario), Compton, CRRS, Dery Telecom,
Eastlink, Ez-Link, Flow, Mascon, Mercury Speed, MHTV,
NorthWesTel, Novus, Revelstoke, Riondel, Source Cable, Sun
Country, & Westman Cable.
Generally speaking almost all Canadian Cable providers will
activate a 3rd party unit assuming it is hardware compatible
with their system. USA Cable providers will activate these
units 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
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 do not provide specific SN before payment. 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
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