Q: I have reviewed the improved channel lineup and television services and I am happy with the base programming that is included in my POA fees. What do I need to do?
On the launch date, the old television signal will be converted to the new signal for the entire property. If you currently have a Bright House converter box, you may disconnect it and plug the TV directly into the wall jack. The TV will then need to be reprogrammed to recognize the new lineup (usually found under the Menu option on your remote). Please contact Aegis Management at 863.256.5052 x 228 or at firstname.lastname@example.org and the old box will be collected and returned. If you do not currently have a Bright House converter box, simply reprogram your TV using the Menu option on your remote. Your television should thereafter recognize the new lineup. For complex home theater systems, smart houses, or other unusual applications, you may need to contact a qualified low voltage contractor to assist in the conversion. Please note that monitor-style televisions (televisions without a built-in tuner) will require a converter box from CenturyLink in order to receive a television signal.
Q: My unit is enrolled in the Reunion Rental Program. How will the conversion be handled for my unit?
Owners in the Reunion Rental Program (not third-party rental agents) will have the necessary programming completed automatically by the rental program personnel. No additional order forms or requests will be necessary.
Q: My unit is managed by an approved third-party rental agent. How will the conversion be handled for my unit?
Representatives of the approved third-party rental agents have been fully briefed regarding the conversion and will handle the necessary programming for each unit. In certain cases, owners may elect upgrades that can be handled by the rental agents.
Q: I rent my unit personally or through an outside rental agent. What do I need to do?
These units are considered owner units and can be converted in the same way as non-rental owners.
Q: I have visited the website and want to order upgrades. What do I do first?
First, complete the order form found online at tv.reunionresort.com. Upon submission, a CenturyLink representative will contact you to schedule an appointment. If you are a full-time resident, be sure to check the appropriate box on the order form and every effort will be made to schedule the installation on the first day. If you are a part-time or vacation resident, please provide an appointment date when you or your authorized agent can access the home for installation.
Q: I live in Reunion full time. Will my television be converted with minimal disruption?
The conversion of basic video service is automatic and it is anticipated that there will be minimal disruption. CenturyLink technicians will be on-site the day of the scheduled conversion. If you desire to purchase upgraded services, please note that you are a full-time resident on the order form, and every effort will be made to ensure that those upgrades are installed on the very first day. Please note that you will need to be present at the home during installation.
Q: When is the basic video conversion scheduled to occur? What happens if I am unavailable on the conversion date?
The basic video service is currently scheduled to be converted on November 10, 2010. The actual conversion of basic video service is automatic and does not require anyone to be home. However, televisions will need to be reprogrammed in order to receive the new television service (see first question above). Due to technical issues, the conversion date is yet to be set and appointments will not be confirmed until they are ready to occur.
Q: How will I know when the conversion has occurred?
If your television has not been reprogrammed, or if a set-top converter box is still installed, there will likely be an error message on your screen. Simply remove any set-top converter box (if applicable) and reprogram your television.
Q: Does someone need to be home for CenturyLink to install the service?
If you choose to have enhanced services installed you will need to contact CenturyLink to schedule an appointment. Please complete an order form and schedule an appointment. A CenturyLink representative will contact you to confirm your appointment and upgrade selections.
Q: How long will someone be in my residence for installation?
If you choose to purchase enhanced services, appointment “windows” will be offered for new installation. Once the technician arrives, actual installation time may vary.
Q: How will I know that all enhanced services are installed and working?
The CenturyLink technician will demonstrate all services and provide you with instructions for their use prior to leaving your residence.
Q: Is the installation by a contractor or CenturyLink company employee?
Your services will be professionally installed by certified and insured CenturyLink technicians. Reunion FAQs
Q: My television is a monitor and therefore requires a cable tuner box. Will my TV service be affected during the conversion?
Televisions without a built-in tuner cannot receive a television signal without a set-top converter from any television source. In order for these televisions to operate, you will need to complete an order form and select one of the Prism upgrade options.
Q: Will my television need to be reprogrammed after the conversion?
Yes, each television manufacturer and model have their own procedure to follow to scan for channels. Refer to the user manual for your television.
Q: Has the price changed?
The base television programming package is included in your POA assessment and has been reduced by fifty cents per month ($35.50 per month).
Q: What is Prism TV?
Prism uses fiber-optic technology that puts you in control over what you watch, when you watch and even where you watch it. Record, pause, play back and delete any program from any room in the home with a single DVR. Find shows by actor, title and category – at warp speed. Even access your photos and music right on your TV. Please logon to tv.reunionresort.com for more information, upgrade menus, channel lineups and order forms.
Q: How can I see a demonstration of the improved Prism television service being offered to Reunion?
The television at the lobby bar of the Reunion Grande has been outfitted with the enhanced Prism package. You can visit the bar anytime and ask the attendant for the remote to test-drive the Prism service. You can also experience the service at your local CenturyLink stores located at 1359 Vine St., Kissimmee and 3244 N. John Young Pkwy., Kissimmee (The Loop).
Q: How do I order upgrades such as DVR service, additional set-top boxes and Prism TV?
Complete the product order form or visit either of the closest CenturyLink retail stores located at 1359 Vine St., Kissimmee or 3244 N. John Young Pkwy., Kissimmee (The Loop).
Q: How can I view the new channel lineup?
View the channel lineup options.
Q: Are there CenturyLink discounts available to me as a Reunion resident?
Yes. For owners who opt for the “triple play” suite of technology services including phone and internet, discounts are automatic. View the product order form or visit your local CenturyLink stores located at 1359 Vine St., Kissimmee or 3244 N. John Young Pkwy., Kissimmee (The Loop).
Q: Who do I call if I need customer service assistance?
You can visit a CenturyLink retail store near you, or call 866.706.4722 (Customer Service and Billing) or 800.821.2589 (Technical Support).
Q: What days and hours are CenturyLink representatives available?
You will have access to 24/7 customer support.
Q: Who can I call to report outages and needed repairs?
Call CenturyLink Technical Support at 800.821.2589, available 24/7. CenturyLink technicians will be on-site daily.
Q: I own a vacant lot; do I have to pay for television service?
No. Television service is only charged to improved lots (lots with completed homes).
Q: I have a set-top converter box supplied by Bright House Networks, for which I pay Bright House Networks separately. What do I do?
The account you maintain with Bright House Networks for the upgrades must be cancelled so that no future charges appear. You can make this termination effective immediately after your television has been converted to the new service. Please contact Bright House directly to order the cancellation.
Q: I currently have a Bright House Network set-top converter box in my home. What happens to those boxes?
The set-top converter boxes are owned by Bright House Networks. Unfortunately, after reasonable opportunity, Bright House has chosen not to assist in the conversion process as required by their contract. However, the POA intends to take reasonable care to protect the converter boxes and return them to Bright House. If you elect to purchase television upgrades, the CenturyLink technician will remove the box for you. If you do not purchase upgrades, please contact Aegis Management at 863.256.5052 x228 or at email@example.com and the old box will be collected and returned.