FAQs
Browse through the frequently asked questions to get more detailed information.
What exactly is meant by 'new'?
Why is SaskTel changing the IPTV platform for the Max Entertainment Service?
When will my service be upgraded to the new Max?
Will I be required to do anything as a customer in order to receive the new IPTV platform?
I don’t want my Max service to change; can I keep the old Max?
Do I have to exchange my Max Set-top boxes to prepare for the change?
Do I have to contact SaskTel for the change?
Will a SaskTel representative have to visit my home in order for the change to occur?
How will the platform change affect my current parental controls and locked out content?
Will I require new PINs or passwords following the platform change?
Will 3DTV be available with the new platform?
Will the performance of the DTVR change?
Will the DTVR service be accessible on more than one set top box?
Will I be able to set a DTVR recording from my computer? My phone?
Can I watch my TV or DTVR recordings on my computer or mobile device?
Why do I need a new remote control?
What do I do with my old remote controls?
What is the difference between the new and the old remote controls?
I did not receive the right amount of remote controls for my household. Where can I get additional remote controls?
I received my new remote control but it does not work. Where can I get a replacement?
My new remote control does not work with my television (e.g. it does not turn the television on or off, volume controls do not work). How can I get it to work with my television?
There has been a recent change to my Max service and my remote control is no longer working. How do I get my remote control to work?
I’m trying to watch a program and the Max Entertainment service is asking for a four digit PIN. What is the PIN?
Contact us
Do you have a question not answered by these FAQs? Please send us your question via the contact us form and we'll answer within two business days.
What exactly is new Max?
SaskTel is upgrading the Max service to Microsoft Mediaroom for its IPTV Platform. Microsoft Mediaroom is an industry leading platform which is also used by Bell, MTS and Telus in Canada as well as worldwide by British Telecom, Deutsche Telecom and AT&T.
What exactly is meant by 'new'?
The only thing which will not change is the set-top box in your home, otherwise new Max will be an end to end replacement of the Max platform - all new software, servers, etc.
Why is SaskTel changing the IPTV platform for the Max Entertainment Service?
The current platform used to operate the Max Entertainment Service has been in operation since 2002 and was due to be replaced. SaskTel is investing in a world class digital television platform to provide you with one of the best television experiences available.
When will my service be upgraded to the new Max?
Conversion dates for inidual customers are not available however; prior to your service being upgraded you will receive a series of communications. You should receive the first communication four to six weeks before your upgrade. You will then receive a package two weeks before you are upgraded containing a new remote control for each set top box in your household. Finally, on the day you are to receive the upgrade a series of onscreen messages will notify you of the pending action, which will occur between the hours of 3 and 6 am.
All current Max customers will be upgraded however due to the large number of subscribers customers will start to receive upgrades in the fall of 2010 with a projected completion date of early 2011.
Will I be required to do anything as a customer in order to receive the new IPTV platform?
The new Max service utilizes the current set top boxes so there will be minimal action required by you to receive the upgrade. Details of what is required will be provided by mail prior to the change in a package of information, which will also help to familiarize you with the new platform.
I don’t want my Max service to change; can I keep the old Max?
All customers will be moved to the new IPTV platform when it is phased into their community. After the change has taken place, the original IPTV platform for the Max Entertainment Service will no longer be operational.
Do I have to exchange my Max Set-top boxes to prepare for the change?
No, the change in platform will utilize the current set-top-boxes in your household. The change is set to happen automatically, overnight. Most customers will not be aware anything has occurred until they turn their television on the next day.
Do I have to contact SaskTel for the change?
SaskTel will contact you to inform you when the change is scheduled to occur. The change is set to happen automatically, overnight.
Will a SaskTel representative have to visit my home in order for the change to occur?
The schedule changes do not require a visit from a SaskTel representative as the new IPTV platform will utilize the current set-top-boxes in your household.
How will the platform change affect my current parental controls and locked out content?
If you currently have your Max Entertainment service set with parental controls or to lock out certain content those settings will remain when changing to the new platform.
Will I require new PINs or passwords following the platform change?
The current PINs and passwords you have with the Max Entertainment Service will remain and function in a similar manner when changing to the new platform.
Will 3DTV be available with the new platform?
3DTV will not be available as part of the change in the IPTV platform but SaskTel will continue to monitor developments in the industry regarding the 3D television market.
Will the performance of the DTVR change?
Although the set-top box won’t change, the software running it is new. You should see an improvement in the performance and functionality of the service.
Will the DTVR service be accessible on more than one set top box?
The new Max service will feature multi-room DTVR functionality. If you subscribe to Max DTVR you'll be able to record and play back shows from any set-top box in your home which shares a common Gateway with your DTVR set-top box.
Will I be able to set a DTVR recording from my computer? My phone?
The new Max service will allow DTVR subscribers the ability to schedule recordings from any internet connection, which includes select mobile devices.
Can I watch my TV or DTVR recordings on my computer or mobile device?
Although the new Max service will allow you to schedule DTVR recordings from any internet connection the content will still only be viewable through the SaskTel Max set-top box.
Why do I need a new remote control?
You will need a new remote control for each of your set-top boxes as the existing remote control does not work with New Max.
What do I do with my old remote controls?
After you have received your new remote controls and you have been converted to New Max you can bring your remote controls to your local SARCAN location where they will be recycled.
What is the difference between the new and the old remote controls?
The look of the remote control has changed and there have been changes to some of the advanced buttons however the basic functionalities remain the same. The new remote control no longer has the buttons Mail and Home as the content has been moved to a new section accessible by an Interactive button on the new remote. The Front Row button has also been replaced by a Video on Demandbutton.
I did not receive the right amount of remote controls for my household. Where can I get additional remote controls?
If you didn’t receive the correct amount of remote controls please let us know how many you require. An additional remote can be picked up at any SaskTel Store. If you are unable to get to a SaskTel Store call 1-800-SaskTel and we will mail additional devices to be received within 2-5 business days.
I received my new remote control but it does not work. Where can I get a replacement?
If the remote control you received does not work please check the batteries in the device. If it still does not work you can pick up an additional device at the SaskTel Store. If you are unable to get to a SaskTel Store call 1-800-SaskTel and we will mail additional devices to be received within 2-5 business days.
My new remote control does not work with my television (e.g. it does not turn the television on or off, volume controls do not work). How can I get it to work with my television?
You will have to program your new remote control in order for it to work with your television set. Please consult the remote control user guide for directions on how to program your remote control. There are also quick set up instructions printed on the back of the remote control.
There has been a recent change to my Max service and my remote control is no longer working. How do I get my remote control to work?
Prior to receiving the change to the new Max Service you were to have received a package containing a new remote control for each set-top box in your household as well as user manuals for the remote control, the new Max Service and an information document. It is recommended you check your mail for the package if you did not receive the package or if you need an immediate replacement please visit your local SaskTel Store. If you are unable to get to a SaskTel Store call 1-800-SaskTel and we will mail a replacement package to be received within 2-5 business days. Unfortunately, your existing remote control does not work with the New Max Service so you will have to use the controls on your set-top box until you receive your replacements.
I’m trying to watch a program and the Max Entertainment service is asking for a four digit PIN. What is the PIN? Your PIN will be the same as the one you used for the old version of the Max Entertainment service. If you didn’t have a PIN with the old service it has been automatically set to ‘1111’.
