FAQs2018-04-13T14:59:48-07:00

FAQs (Frequently Asked Questions) and Common Support Solutions

Following below are support solutions and links to reference guides. Please select a category such as “Email” or “Security” to find answers to common questions. You may also call our our office at 800-505-4844 or conduct an online chat with us during normal business hours using the “Contact Us” chat feature at the bottom of your screen. If you prefer to email us your question, please go to this page to fill out an online form with your question.

Accessing your PVT Connected Home WiFi router settings2020-05-19T15:03:14-07:00

To access your USS (User Services System) account got to www.pvt.com and click on Manage your account.

Enter your credentials for Smarthub (if you do not know them contact a Customer Experience Representative to set them up)

Click on “Manage Devices”. If you do not see this link then you do not have a managed device on your account.

Click on “Go to SmartHub WiFi”

You are now logged in and can look around at the different settings for your router.

Are you using the remote that came with the PVT digital cable box?2018-03-18T22:20:17-07:00

You must only use the remote that came with the PVT digital cable box. This remote is also programmed to work with your TV. This is the only remote that you need to operate both your TV and the PVT digital cable box.

Arris Internal MTA TM8222020-01-22T15:38:34-07:00
Arris Standalone Cable Modem CM 82002020-01-22T15:37:57-07:00
Arris Standalone Cable Modem CM820A2020-01-22T15:38:57-07:00
Calling Features – Quick Reference Guide2018-03-28T16:16:57-07:00

Click here to access our calling features reference guide.

Cambium 3.65 Wireless SU2020-01-22T15:37:25-07:00
Channel Lineup2020-01-22T15:58:35-07:00

Download the channel lineup:

Configuring your PVT modem and/or router2018-02-23T04:16:57-07:00

Click here to download a pdf document that contains the common modem and router configurations for current PVT equipment.

Configuring your PVT modem and/or router2018-03-28T16:03:42-07:00

Click here to download a pdf document that contains the common modem and router configurations for current PVT equipment.

How do I change out expired batteries?2018-03-18T22:17:28-07:00

Keyfobs: Unscrew the back and pop open, replace with two or one watch batteries depending on the type of key fob. Maxell CR 2032; Duracell DL 2032 or Sener

CR2032 – only use lithium batteries

Door and window sensors: Look for tabs on the sensors and depress. The top will open. Replace batteries.

Smoke and Fire Detectors: Align tab with arrow and turn counter-clock wise to remove cover and replace batteries. To close, turn clock wise and make sure it clicks.

How do I clear a fault on my security system?2018-03-18T22:16:38-07:00

Enter your code + off, twice. If you have a key fob, hit the unlock button twice. This will clear most faults. If this does not clear the fault, please call 575-748-1241.

How do I get Wi-Fi, or connect my wireless device to the Internet?2018-02-23T04:19:27-07:00

Connect a wireless router or access point to your PVT modem to create Wi-Fi access within your home or business. Wireless routers are available from PVT starting at $99.95. Signal strength varies by location. Remember, bandwidth is divided among all devices connected to your internet connection.

How do I make changes to my call list?2018-03-18T22:17:09-07:00

Call 575-748-1241. Please have your security passcode and account information available.

I am showing a comm failure on my screen. How do I clear this?2018-03-18T22:18:02-07:00

The comm failure (or Communication Failure) indicates that the system has lost either dial tone or internet connection. Verify that the connection that your system uses is working. If it is working, enter your code + off, twice. If this does not fix the issue, please call 575-748-1241.

I am unable to arm my system.2018-03-18T22:16:52-07:00

Please verify that all doors and windows are closed. The system will not arm until all sensors show that they are closed. If closing all doors and windows does not work, contact PVT for further assistance at 575-748-1241.

I forgot my pin/passcode. How do I retrieve that?2018-03-18T22:17:47-07:00

Call 575-748-1241. Please have your verbal passcode and account information available. If you have forgotten your verbal passcode as well, please visit one of our offices with a picture ID.

Internet Ports Blocked or Restricted by PVT2020-02-05T11:34:57-07:00

PVT blocks, restricts or filters a few internet ports to protect our customers.

When ports are known to cause vulnerability to the security and privacy of your information, PVT blocks it to protect you. This protects you from common worms and from dangerous services that could allow intruders access to your computer. Below is a list of the ports that are restricted by PVT.

Port Transport Protocol Direction Reason for Filtering
17 TCP/UDP QOTD Inbound Used in DRDoS (distributed reflective denial of service) amplification attacks. Reference: https://www.us-cert.gov/ncas/alerts/TA14-017A
19 TCP/UDP CharGEN Inbound Used in DRDoS (distributed reflective denial of service) amplification attacks. Reference: https://www.us-cert.gov/ncas/alerts/TA14-017A
23 TCP Telnet Inbound N/A
25 TCP SMTP Both Port 25 is unsecured, and Botnet spammers can use it to send spam. This does not affect PVT email usage. We recommend learning more about configuring your email settings to PVT email to use port 587.
111 TCP/UDP NetBios Both Portmapper used in reflective DDOS Attacks
135-139 TCP/UDP NetBios Both NetBios services allow file sharing over networks. When improperly configured, ports 135-139 can expose critical system files or give full file system access (run, delete, copy) to any malicious intruder connected to the network.
161 UDP SNMP Inbound Used in DRDoS (distributed reflective denial of service) amplification attacks. Reference: https://www.us-cert.gov/ncas/alerts/TA14-017A
445 TCP MS-DS/SMB Both Port 445 is vulnerable to attacks, exploits and malware such as the Sasser and Nimda worms.
1080 TCP SOCKS Inbound Port 1080 is vulnerable to, among others, viruses, worms and DoS attacks.
1433 TCP MS-SQL Inbound Worms, Trojans
1434 UDP MS-SQL Inbound Worms, SQLslammer
1900 UDP SSDP Both Port 1900 is vulnerable to DoS attacks. UPnP
5351 UDP SSDP Both Port 5351 is vulnerable to DoS attacks. NAT port mapping. Similar to UPnP

Is the Aspect Ratio on your cable box set correctly for your TV?2020-01-29T11:44:02-07:00

This only applies to TVs connected to the cable box with the HDMI cable. Push the Menu key on the upper right of the remote and use the arrows to navigate to the HDMI Setup menu item. Select OK on the TV Aspect Ratio option. Select the correct aspect ratio and choose the Apply button to accept the new settings.

Is your TV set to the wrong zoom level?2018-03-18T22:20:44-07:00

Sometimes, the screen is not fully displaying the picture, or the screen is small with a black frame around the entire screen. This is a result of your TV being set to the wrong zoom level or the wrong aspect ratio. To fix this, consult the user manual on your TV for instructions on changing the zoom setting or the aspect ratio.

My alarm keeps beeping. How do I get it to stop?2018-03-18T22:18:16-07:00

Please verify that all doors and windows are closed. Enter your code + off, twice. If this does not stop the the beeping, please call 575-748-1241.

Netgear Nighthawk R70002019-02-04T16:32:18-07:00

Plug in the Netgear Nighthawk to the network.

Once connected, your computer may popup a location selection for your router, if you are installing this at your home, choose Home network.

It will make this the default connection for your internet.

Now open your browser, Google Chrome or Internet explorer and type in the address bar: login.pvtn.net

It will redirect to the router login screen to setup the router

The information to login to the router is located on the bottom of the device.

Some routers may provide promotions or specials, you can enable them, or skip them, or never show them again.

When logged into the device, the internet will show that it is not connected to a network.

When the internet box is clicked, it will show the IP that it is currently pulling.

Type login.pvtn.net into the browser address bar. If popups are being blocked, they will need to be allowed for the login to popup.

Here will be where the username and password will need to be entered for authentication.

Once the router has been rebooted, log back into it by typing routerlogin.net in the address bar.

Here you will see that it is now pulling a proper IP from DHCPatriot, and internet should now be accessible.

Questions to ask if your TV is not working.2018-03-18T22:20:24-07:00

Is your TV on Channel 3?

In order to work with the PVT digital cable box, your TV must be on Channel 3.

Are you using the remote that came with the PVT digital cable box?

You must only use the remote that came with the PVT digital cable box. This remote is also programmed to work with your TV. This is the only remote that you need to operate both your TV and the PVT digital cable box.

Is your TV set to the wrong zoom level?

Sometimes, the screen is not fully displaying the picture, or the screen is small with a black frame around the entire screen. This is a result of your TV being set to the wrong zoom level or the wrong aspect ratio. To fix this, consult the user manual on your TV for instructions on changing the zoom setting or the aspect ratio.

Is the Aspect Ratio on your cable box set correctly for your TV?

This only applies to TVs connected to the cable box with the HDMI cable. Push the Menu key on the upper right of the remote and use the arrows to navigate to the HDMI Setup menu item. Select OK on the TV Aspect Ratio option. Select the correct aspect ratio and choose the Apply button to accept the new settings.

Remote Control Instructions2018-02-22T03:00:39-07:00

Download the instructions for your remote control:

Setting up your e-mail account2018-02-23T04:26:26-07:00

Since there are many different e-mail versions, we suggest you go to the following link. You will be able to choose the version that meets your need, then simply follow the instructions.

support.pvt.com/internet/email

Testing the speed of your Internet connection2018-02-23T04:18:57-07:00

Go to the following address:

http://speedtest.pvtn.net

Click to begin and the program will run an upload and download test, accurately reporting your actual speeds.

Testing the speed of your Internet connection2018-03-29T15:29:18-07:00
  1. Go to the following address: http://speedtest.pvtn.net
  2. Click to begin and the program will run an upload and download test, accurately reporting your actual speeds.
VisionNet DSL Modem M4052020-01-22T15:36:27-07:00
ZyXEL DSL Modem (CanyonStone Apts.)2020-01-22T15:35:36-07:00
ZyXEL EMG2306-R10A2020-01-22T15:32:08-07:00
ZyXEL EMG3425 Q10A2020-01-22T15:32:57-07:00

In addition to this website, support is available by calling 1-800-505-4844 or by sending an email to pvtcsrs@pvt.com

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