Frequently Asked Questions
 
Frequently Asked Questions

General FAQ

What is theft of service?
Why is there a maintenance outage?
What causes unscheduled outages or interruptions in my cable service?
Why is my cable service billed in advance?
Are there any Disconnect / Reconnect Fees?
Who do I contact if I have questions about my monthly bill?
What types of payment does Flamingo TV accept?
Where do I go to pay my monthly bill?

 

(Digital) Cable Television Service FAQ

Do I have to buy a digital TV to receive digital cable?
Is it possible to watch TV and surf the Internet at the same time?

Should the computer and television be within close range of each other?
What are the different Digital Cable packages available?
Where can I get a digital cable television service request form?
What does Parental Control do?
What are the TV Ratings and what do they mean?
General Set-top box, VCR, Home Theatre and Television connection diagrams.
How do I solve common Picture Problems?
I am experiencing signal problems, what do I do?
I see double images or "ghosting" on my TV.
I set my VCR timer to tape a program and it did not work. Why?
My cable is out. What should I do?
What can I do if I am having problems getting reception?
What do I do if my TV set has poor color?
Why won't my remote control respond when I press a key?

 

Broadband Internet Service FAQ

Can I get Broadband Internet without cable TV hooked up?
With Flamingo TV High-Speed Internet, do I need an ISP?
How long can I stay on line before I have to log out?
What are the different Broadband Internet packages available?
What are the minimum system requirements for my PC/Mac?
Where can I get a Broadband Internet service request form?
What should I do to protect my PC from people getting my personal info?
How can I secure my wireless home network?
What are some easy ways to tune up my PC?
I cannot log into my E-mail.
I have problems getting on-line.
I have problems accessing a web site.
Do you discriminate against particular types of online content?
I am having problems with web site features.

 

 

 

General FAQ


Theft of service

It is the unauthorized interception and/or receipt of any communications service offered over a cable system without the consent Flamingo TV. Cable theft usually occurs when an individual knowingly and willfully makes illegal physical connections to a cable system or alters (or installs) any unauthorized equipment so that the cable signal can be received without the authorization or knowledge of Flamingo TV.

Individuals who steal services affect legitimate paying subscribers who demand and appreciate the types of quality product and services that Flamingo TV provides.

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Maintenance outage

Flamingo TV uses the best electronic equipment and workmanship available to provide our customers with reliable service and high quality picture and sound. However, to consistently provide this high quality service, our technicians must periodically test and occasionally repair our cable equipment throughout the cable system. Cable repair will cause a temporary loss of cable service to an entire neighborhood known as a "maintenance outage." If your cable is not working properly, contact Flamingo Television at +(5-99) 717-8512. If we are having a maintenance outage in your area, you will be informed when you call. If the problem is not being caused by maintenance, we should know immediately if there is a problem in your area. In either case, we will work as quickly as possible to restore service. We will try to schedule all maintenance work in advance in order to provide our customers with prior warning of all maintenance work being done. Please check our news section for all scheduled maintenance work.

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Unscheduled outages or interruptions in cable service

Unscheduled service outages can be put into four major categories

  1. Utility power company outages
    Our cable system relies on electricity to operate, just as your TV set does. If there is a loss of utility power to our processing equipment, television service may be interrupted until the power is restored. In some cases the utility power outage affects an area where our processing equipment is installed, but not the area that a customer lives. In those circumstances the television will have electric service, but the television signals are not processed due to the loss of electricity in another utility service area.
  2. Equipment Damage
    An automobile hitting a telephone pole, a fire in an alley and a construction company severing a cable line while excavating are just a few examples of damages that can occur to a cable system that cause an interruption in service.
  3. Equipment Failure
    Our cable systems is designed using fiber optic and coax cables. The coax section is a series of amplifiers strung together, originating from the fiber optic cable node. If any one of the amplifiers failed, the rest of the amplifiers past it would go out as well. Think of it as a string of Christmas lights.
  4. Sun outages
    Sun outages occur when a satellite transmitting programming orbits directly between the sun and earth, and the sun overpowers the satellite signal. These interruptions cause you to receive a "snowy" picture that usually last about 10 minutes. Sun outages typically happen in March and October.

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Cable service billed in advance

Flamingo TV charges a standard monthly rate for your service that is due at the beginning of your billing cycle. In effect, you pay before you attend the event, just as you do with other forms of entertainment. Cable service charges are not based on usage and therefore are not calculated at the end of your billing period, the way the local utility and telephone companies are able to bill.

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Disconnect / Reconnect Fees

If a customer goes on vacation for an extended period of time, they can have their services put on hold until they come back. The Disconnect / Reconnect Fee for this service is US$14,75

Customers who do not pay in a timely manner are subject to interruption of service or disconnection. To have service reinstated the customer may have to pay a reconnect charge in addition to the account balance and the next month's. The reconnect fee is Fls US$14,75.

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I have questions about my monthly bill

You can call our Customer Service with all your billing questions.
Please call +(5-99) 717-8512 and one of our Customer Service Representatives will gladly assist you with your questions.

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Accepted methods of payment

Flamingo TV accepts many methods of payment including cash, check, money transfer, debit from your bank account, and most major credit cards.

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Flamingo TV Office

You can pay your monthly bill before the 12th at our office located at:

Kaya Korona 22
Bonaire

Our office hours are:
Monday - Friday 8:00 a.m. - 12:00 p.m. & 1:30 p.m. - 5:30 p.m.

We are closed on Saturday and Sunday, but there is a standy service for technical issues

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Digital Cable Television Service FAQ

 

Digital TV is not required to receive Digital Cable

No. With Flamingo TV Digital Cable you will receive a Digital Cable box that modifies the incoming Digital signal so that it can be viewed with your current TV. With Flamingo TV Digital Cable you will be able to enjoy extended service from your current television, without having to buy a Digital TV.

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Watch TV and Surf the internet

Yes. Despite the two signals sharing the same cable, there is no cross-interference with simultaneous usage. The Network was engineered specifically to provide this added convenience.

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The computer and television can be in any room

You don’t have to have your computer and television in close proximity. They can be located anywhere in your house

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Digital cable television Packages

Flamingo TV offers a Basic Analogue package + different packages of Digital Cable television.


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Parental Control

Parental controls give you the power to decide what content is appropriate for your children, and easily control what they watch - even when you’re not around. Activated by a PIN number, you can set parental controls on your cable set-top box to control the programs that can be viewed on your TV per channel

For more information on how to set up the Parental Controls on your set-top box, please check your set-top box manual.

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TV Ratings and what they mean

The television industry has voluntary ratings for TV programs. They appear in the corner of your television screen during the first 15 seconds of each television program. Ratings are given to all television programming except news, sports, and unedited movies on premium cable channels.

  • TV-Y - All Children - This program is designed to be appropriate for all children.
  • TV-Y7 - Directed to Older Children - This program is designed for children age 7 and above.
  • TV-G - General Audience - Most parents would find this program suitable for all ages.
  • TV-PG - Parental Guidance Suggested - This program contains material that parents may find unsuitable for younger children.
  • TV-14 - Parents Strongly Cautioned - This program contains some material that many parents would find unsuitable for children under 14 years of age.
  • TV-MA - Mature Audience Only - This program is specifically designed to be viewed by adults and therefore may be unsuitable for children under 17.

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I am experiencing signal problems

If you experience a problem with picture or signal quality, you should review your television and/or VCR owner's guide for proper adjustment. If the problem does not clear up, please feel free to contact Flamingo TV at +(5-99) 717-8512.

In order to correct the problem, we may need access to your premises. If required, a service call will be scheduled at a time convenient to you. We will make all reasonable efforts to resolve any complaints you have concerning the quality of our signals promptly and efficiently.

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I see double images or "ghosting" on my TV

Be sure all connectors are tight on the TV, VCR, cable set-top box or game console. (Never use a wrench to tighten a connector on your equipment. It could cause severe damage to your TV, VCR or game console.)

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I set my VCR timer to tape a program and it did not work

Check to see if your television and VCR are on channel 3 or 4. Also, be sure the cable set-top box is tuned to the channel you wish to record. If you want to tape a locked channel, you must clear all lock options to allow the set-top box to tune to and display that channel.

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My cable is out

Please check to see if the electricity is on, the television is plugged in and that your TV is on the correct channel if you have a VCR hooked up. Make sure that there is a channel number lit up in the channel window on your cable set-top box.

Check all televisions in the house to determine if the problem exists on all sets or just on the one television. If there is no signal to any set, it is most likely a problem outside of your home. You can also check with your neighbors to determine if it is your area that is experiencing a problem or if it is primarily affecting your residence.

Please contact Flamingo TV at +(5-99) 717-8512 for assistance and to report the outage.

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I am having problems getting reception

Check all cable connections to make sure they are tight. Check all wires for fraying or any other damage, such as animals chewing on the wire or furniture sitting on the line. Make sure that your TV is on the proper channel to work with your cable set-top box and/or VCR.

Please contact Flamingo TV at +(5-99) 717-8512 for assistance.

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My television has poor color

Most TV sets come with color and tint controls. These controls can be adjusted to the personal preference of the viewer.

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My remote control doesn't respond

Make sure the remote is pointing directly at the set-top box.
It could also be that the batteries are inserted incorrectly or they are low. Take the batteries out, put them back in, and try again. If that doesn’t work, replace the current batteries with new ones. If the remote still doesn’t work, then most likely you have a faulty remote. The remote itself may need to be replaced. You can get one at the Flamingo TV office.

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Broadband Internet Service FAQ

Broadband Internet without cable TV

Yes. You can order broadband Internet even when you do not subscribe to Flamingo TV's Digital Cable TV. You can order these services individually or together.

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Flamingo TV is a High-Speed Internet ISP

There is no need for a separate ISP since Flamingo TV  is a full-service High-Speed Internet Service Provider, giving customers access to the Internet as well as email service.

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Stay online as long as you like

You can stay online for as long as you like. You'll never be timed out, and you never have to log out! That's one of the many benefits of being a Flamingo TV High-Speed Internet subscriber. Your time spent online is completely unlimited, with no additional charges.

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Broadband Internet Packages

Flamingo TV offers four (4) different packages of High-Speed Cable Internet.
Every package includes multiple e-mail accounts ( This e-mail address is being protected from spambots. You need JavaScript enabled to view it ).

Package   Speed
Residential - 3 Mbps
Business 1
- 6 Mbps
Business 2
- 8 Mbps
Business 3
- 10 Mbps

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Minimum system requirements

Flamingo TV High-Speed Internet has some basic minimum system requirements that need to be met for our product to work on your computer.

  • 10/100 Base-T Ethernet connection for wired modems
  • 802.11g  wireless network adapter for modems with wireless capability

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The Broadband Internet request form

    • You can get one at the Flamingo TV office.
    • You can also view and print the request form below. Please print the form and then enter your information. Bring the request form and an ID, passport or drivers license with you to the Flamingo TV office.

Click here (PDF file) to download the request form.

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What you should do to protect your PC

Take these simple steps to protect your PC.

  1. Make sure to install anti-virus, anti-spyware, and firewall software on your computer. Use automatic updates to keep your security software current.
  2. Avoid storing sensitive materials on your computer. This includes credit card numbers, ID numbers, information about family members or other personal information.
  3. Do not store your passwords on your computer. When creating passwords try to use letters and numbers.

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Secure your wireless home network

Here are 5 quick steps to help you secure your wireless network from unauthorized access. These steps are provided as general guidelines - for detailed help, read your hardware manual or the manufactures support website.

    • Firmware - Download the latest firmware for your device.
    • Password - Change the administrator password (use a combination of numbers and letters).
    • SSID - Change your SSID and turn off SSID Broadcasting
    • WPA/WEP - Enable WPA or WEP
    • MAC - Limit access by MAC addresses

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5 easy ways to tune up your PC

If you have noticed that your PC isn't running as fast as it did when you first brought it home, the following 5 suggestions may help you regain some of that performance. Follow the steps outlined below at least once a month to keep your PC in tip-top shape.

    • Spyware and Adware Programs - scan and remove unwanted and possibly harmful programs (run at least once a week)
    • Anti-Virus Programs - detect and remove viruses (run at least once a week)
    • Startup Programs - stop unnecessary programs from running
    • Run Defrag and Scandisk - simple tools to keep your hard drive running smoothly
    • Update Operating System and Drivers - keep your operating system up to date

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E-mail Problems

  1. Check to make sure your user name and password are correctly entered
  2. Check to make sure your account hasn't been deleted and is set-up correctly.
    1. Check to make sure the cable modem is plugged in and the lights are on.
    2. Unplug the cable modem and plug it back in, then reboot your computer. Many times this will solve your connection problems.
    3. Check to make sure your web browser is set-up correctly
      • Sometimes web sites change their URL addresses or close their site all together. Thus, hyperlinks may not always be updated or deleted right away. If you typed in the URL make sure that you have typed in the correct URL, or try searching for a new URL via a search engine.
      • In some cases you may be required to register and even pay a fee before gaining full access to a particular web site.
      • If you are using software to monitor or block access to particular resources that may be considered inappropriate for children, disable this application to access the site you wish to access.
      • The web site that you are attempting to access may be overloaded or down. Try again later.
      • Web sites may contain Java applets, Active-X controls, Java Script, or other advanced features that your web browser cannot process, check to make sure your browser supports these features and that they are activated.
      • Download the latest version of your web browser.
      • The web site that you are attempting to access may be overloaded or down. Try again later.
      • Web browsers at times require an additional plug-in to allow certain features to work properly. Some sites provide a link to download any plug-ins that you may need. Web browsers such as Microsoft Internet Explorer will attempt to download any plug-ins you may need.
      • In some cases virtual memory applications that allow your computer to operate as though it has more RAM can interfere with some web browsers. To correct this problem, disable the software and upgrade your computer with actual RAM.
      • The web site may contain nonstandard HTML or unusual scripting that can only be interpreted by a specific web browser. These web sites generally indicate the web browser needed in order to view these pages best.
      • The web site may simply contain erroneous or corrupt code.

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    Problems Getting On-Line

    The first thing you always want to try and solves a lot of calls we get is to power-cycle your modem and router and restart your computer after this. It can happen that the modem lost the connection with our central system, a simple power off/on will cure this. Check the lights on your modem. There are a couple that can help you troubleshoot the problem:
    1) Flashing receive light -> most likely you do not have television either, there is something wrong with the cabling in your home or outside. This also happens when there is a problem with the power distribution. In this case call Flamingo Television.
    2) Flashing send light -> there is something wrong with your signal going back to our head-end. Try removing splitters to see if you get connection. Your signal might not be strong enough if this works. Call Flamingo Television if you experience problems like this.
    3) Flashing online light -> You have been administratively disconnected or your modem or yourself performed actions on the network that are against the policies, such as hacking, ip-theft. This also happens if your modem functions erratically. You will need to call Flamingo Television to solve this
    4) No PC-activity light flashing (orange), there is no connection between your computer and the modem or the modem and the router. Check the cable between the computer and or router. If the cable is ok, check if you did not disable your network card, in the network connections in windows. If not working, you will be needing a Computer Technician to figure this problem. You can call Flamingo ICT at (+599) 717 3878 for diagnosis and helpdesk. 
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    Problems Accessing a Web Site

    Call the technical helpdesk for this. There might be several reasons, including virusses that can cause this.
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    No discrimination against online content

    No. There is no discrimination based on the type of content. Our customers enjoy unfettered access to all the content, services, and applications that the Internet has to offer. We respect our customers' privacy and we don't monitor specific customer activities on the Internet or track individual online behavior such as which Web sites they visit. Therefore, we do not know whether any individual user is visiting Google.com, Amazon.com, ESPN.com, or any other site.

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    Problems with Web Site Features

    This is normally beyond the technical support Flamingo TV provides, but a simple diagnosis could be made or an appointment with a computer partner channel could be needed.

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