DESCRIPTION:

• IMPORTANT NOTICE! Please read this article completely!
• If you have selected a correct lineup in the past and it has changed, please refer to our knowledge base article on lineup changes instead.
• If the lineup is correct, but simply contains duplicate channels (e.g. two channel 56's) or channels your lineup does not receive, please instead refer to this Knowledge Base article.

ARTICLE:

Please write Technical Support by completing and submitting the form located here so that we may request our data provider to add the lineup to their database. Include in your report the following information:

1. Provider Name: The name of the company responsible for the feed. Examples: "Time Warner," "Cobblestone Parks Apartments," "Desert Tracks RV Village."
2. Location: The city or town in which you receive this lineup. Examples: "Houston, TX," "Vancouver, BC."
3. ZIP or postal code: The ZIP (United States) or postal (Canada) code in which you receive this lineup.
4. Phone number: The phone number of a representative responsible for the lineup being provided.
5. Service Type: The type of lineup. Examples: "Digital cable," "Analog cable," "Satellite."
6. List of channels: A complete listing of the correct lineup you receive, including channel number and callsign. Examples of format: "12 KHOU," "56 Comedy Central." Please note that in the case of local channels (e.g. KHOU) we will need the station callsign in that format.

Try other similarly labeled lineups in the area. The mistake most often made in selecting the correct lineup is almost always one of the following four:

1. For users with digital cable setups, there are three lineup possibilities depending on whether or not the input to BTV comes directly from the digital cable box. Refer to the following examples to aid you in selecting the proper lineup:
   1. "Time Warner Houston DAC Houston Digital (non-rebuild)" is the correct selection if the tuner card receives input from the digital cable box.
   2. "Time Warner Houston DAC Houston Cable-ready TV sets (non-rebuild)" is the correct selection if the tuner card receives input from a bare cable feed.
   3. "Time Warner Houston DAC Houston" is for basic (non-digital) Cable users. This would also be the correct selection if the tuner card receives input from a bare cable feed, and there is no selection for a lineup labeled "Cable-ready TV sets".
   1. Another mistake users often make is selecting the lineup labeled "Rebuild" when not using a "Rebuild" lineup (or vice-versa). Be sure to look at both the "Rebuild" and "non-Rebuild" versions of the lineup in the SnapStream.Net Lineup Wizard to see if either is correct.
   2. In other scenarios, the locations listed under a provider may not match the user's community precisely. For example, even if your mailing address is in Wharton, if you have the choice between a digital cable lineup for Time Warner labeled "Wharton" and one labeled "Cannondale," be sure to check both by using the SnapStream.Net Lineup Wizard. If this solves the problem, be sure to delete any lineups you are not using once you have found the proper one.
   3. In some cases, an incorrect service tier has been selected. Note that pay channels such as HBO and Showtime will only be present in the highest tier, which usually appears as "Premium." Likewise, channels not available in the lowest level of service, such as Comedy Central and the Sci-Fi channel, will exist only in the "Extended Basic" service tier or higher.
   If none of the four items listed above solves the problem, please report a lineup discrepancy by completing and submitting the form located here. Include the following information:
   
   1. ZIP or postal code: The ZIP (United States) or postal (Canada) code in which you receive this lineup
   2. Service Provider: The name of the lineup which most accurately describes yours, as it appears in SnapStream.Net. Example: "Time Warner Houston Digital (non-rebuild)." Since none of the three items above solved the problem, please report the lineup you believe most accurately matches the one you receive.
   3. Service Type: The type of lineup. Examples: "Digital cable," "Analog cable," "Satellite."
   4. Your SnapStream.NET username, if not provided in the form
   5. List of the discrepancies: Either a complete list of the discrepancies between your actual lineup and the SnapStream.Net lineup, including call signs (e.g. "12 should be listed as KHJJ but is listed as KJHH instead" or "60 shows up as SCIFI but should be COMEDY), or a complete, correct list of your lineup. In either case, please provide a few example discrepancies in the same format as the example immediately above. Note that in the case of local channels, we will require the callsigns.
   
   We will then take a look and if necessary notify our data provider.