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Maestro DVR Troubleshooting

The following user guides will help you get the most from your Maestro DVR

The below FAQ’s may help solve Maestro DVR-related problems quickly. If you need further assistance, please contact Technical Support by calling 1-888-345-1111 or click the live chat button for instant help.

 

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Most times, a simple reset of the system will restore service. To do so, unplug the power plug on the Maestro Media Gateway for 10 seconds and then plug it back in.

If you still cannot connect to WiFi, you can try the following steps:

  • Login to the WiFi modem interface by opening a web browser, like Internet Explorer or Firefox
  • Enter 192.168.0.1 in the address bar and press Enter on your keyboard
  • Once the login page loads, enter:
    • Username: admin
    • Password: password
  • Go to the Basic Setup page of the Wireless tab and ensure that Wireless 2.4 GHz is set to “Enabled”
  • In the bottom-right corner of your screen, double-click the wireless networks icon to check your list of available wireless networks in range. Does your own wireless network name appear in the list?
  • If not, or if it does but you are unable to connect to it, it is possible that there is interference from other devices in your home may be preventing the connection
  • Some devices that could cause interference are: cordless phones, microwave ovens, baby monitors, etc. Move these devices away from the WiFi modem (to the other side of the room, or a different room entirely) and test your connection again.
  • On the Wireless section of your WiFi modem interface ensure the Control Channel is set to Auto.
  • Within the Wireless section you will see several different types of password encryptions you can try. The most compatible setting for password encryption is: AES + TKIP
  • If you still cannot connect to WiFi, please contact Technical Support by calling 1-888-345-1111 or click the live chat button for instant help.
  • Ensure your Tablet or Smartphone is connected to your home Wi-Fi Network
  • Go to the Apple App Store or Google Play storefront and search for “Arris”
  • Select the “ARRIS Follow Me TV” app and install
  • Launch the app and follow the on-screen instructions
  • Click the “menu” button on your Maestro remote and scroll horizontally to Settings. Then scroll down until you see ‘Access to Media Player’ (or ‘Eastlink Maestro’) and press OK.
  • Press ‘add’ to generate an 8 digit pairing code.
  • Enter this pairing code into the app.
  • Once you see a ‘SUCCESS’ message on the TV screen, you have successfully paired the app with your Maestro.

If the recording was previously viewed on another TV, it will resume from the point at which the playback stopped. You can play the recording from the beginning by selecting Start Over from the Info menu.

Recording a PPV can be done as long as it is scheduled before the event starts. Recording after the event starts will result in a black screen during playback.

This message occurs when a media player has lost its connection to your Maestro DVR Network. These interruptions are rare and usually brief. Pressing exit to close the error and trying again is usually all you need to do.

This message occurs when the signal strength in your home suffers some loss or interruption. Please contact Technical Support by calling 1-888-345-1111 or click the live chat button for instant help.

  • Press the MENU button on your remote
  • Using the right or left button (on either side of the OK button), highlight Settings.
  • Using the up or down button, highlight Channel List and press OK.
  • You will see a list of every channel in the guide, including ones to which you do not subscribe.
  • Note the squares beside each channel.
    • A gold square indicates a channel that is not hidden in your Guide.
    • A darkened blue square indicates a hidden channel.
  • To hide a channel, highlight it in the channel list and press OK. The gold square will turn dark blue.
  • To unhide a channel, highlight it in the channel list and press OK. The dark blue square will turn gold.
  • Use Search to find the show you wish to add as a favourite
  • Once the show is selected, press the INFO button on your remote
  • From the Info options, highlight “Add item to favourites” and press OK on your remote.
  • You can view all the shows you have marked as a favourite by selecting the big heart icon in the MENU.
  • To remove a show as a favourite:
    • Press MENU on your remote control, highlight the big heart icon to view your list of favourites and press OK. Select the show you wish to remove and press OK on your remote control.
  • Press the MENU button on your Maestro remote
  • Using the right or left button (on either side of the OK button), highlight Settings.
  • Using the up or down button, highlight Parental Controls and press OK
  • If you have not yet created a PIN, you will be prompted to create one now. Once you’ve created a PIN you will be brought to the Parental Controls menu.
  • Using the right arrow button, you will need to set separate Parental Controls for TV content, Movie content, specific channels, and OnDemand/PPV content.
  • The 4 Hour setting allows you to set a rule, so that unlocked content is automatically locked again after 4 hours.

Note: Parental Controls will need to be set separately on each of your Maestro Media Players.

 

Please contact Technical Support by calling 1-888-345-1111 or click the live chat button for instant help.

Flikr is currently not available to Eastlink subscribers this time. However, you are able to stream pictures wirelessly to your televisions from your computer by using Maestro to set up a Home Network. See page 30 of the Maestro User guide for set up instructions.

Yes. Eastlink recommends the following makes and models of eSATA drives:

  • Western Digital My DVR Expander
  • Seagate Showcase
  • Iomega MDHD-DVR

The setup guide is available by clicking here.

Most times, a simple reset of the system will restore service. To do so, unplug the power plug on the Maestro Media Gateway for 10 seconds and then plug it back in. Once TV service is restored, do the same thing with the Maestro Streamer power plug.

If you are still unable to stream video, you can try the following:

  • Verify that you are attempting to stream a channel you subscribe to.  If you can view the channel on your TV, this confirms it is part of your services.
  • Ensure the Maestro Streamer is connected and online.  The power and network LEDs should be lit solid (not flashing)
  • Ensure that the mobile device is connected to your home Wi-Fi network (not cellular data or another Wi-Fi network).
  • Verify the mobile device has adequate WiFi coverage.
  • Test from another mobile device, if possible.
  • Verify the correct version of Operating System (iOS 7+ and Android 4.0+) and the ARRIS Follow Me TV Mobile App (3.0+) are both installed on the mobile device you are trying to use.
  • Close the App, and then power off your mobile device.  After 10 seconds, turn it back on.
  • Within the App on the mobile device, un-pair and then pair the device again.
  • Delete and reinstall the App (un-pair within the App prior to deletion).

If you still cannot stream video, please contact Technical Support by calling 1-888-345-1111 or click the live chat button for instant help.