Support

No Dial tone

If you are a fiber customer, check if there are lights on your Optical Network Terminal (ONT):

• If you have no lights on the ONT, check to make sure the ONT is plugged into the electrical outlet.
• If you do have lights on the ONT, continue to the following information.

If 1 phone does not have dial tone:

• If it is a cordless phone having issues, and you have a landline phone in your house, check to see if the landline phone has dial tone.
• If there is dial tone on landline phone, try plugging a new or different phone into the jack of where the issue phone is located. If the new/different phone has dial tone, then your actual phone is not working and you most likely need a new phone.
• If there is no dial tone on landline phone, call our office.

If all phones have no dial tone:

• Try unplugging 1 phone from the jack and call your home phone with a cell phone or other phone. Repeat this with each phone that you have in your house. If the call goes through after unplugging one of the phones, the issue is with that phone jack or line cord. Please call our office to notify us.
• If unplugging phones one by one does not work, call our office.

Busy Signal on Phone

• Make sure all phones are on the hook.

• Try unplugging 1 phone from the jack and call your home phone with a cell phone or other phone. Repeat this with each phone that you have in your house.
  • If the call goes through after unplugging one of the phones, the issue is with that phone jack or line cord. Please call our office to notify us.
• If unplugging phones one by one does not work, call our office.

Static/Noise on Line

• Call our office.

Constant Ringing of Phone

• Call our office.

Can’t Connect to the Internet

• Check other devices (ex: cell phone, laptop, tablet, etc.) to see if you can connect to the internet.
  • If you can connect on another device, shut down the device that is not working and try connecting again.
  • If you cannot connect on other devices, continue to the following information.
• If you are a fiber customer, check if there are lights on your Optical Network Terminal (ONT):
  • If you have no lights on the ONT, check to make sure the ONT is plugged into the electrical outlet.
  • If you do have lights on the ONT, continue to the following information.
• Check if there are lights on your router.
  • If there is a red light on router, call our office.
  • If there are green lights on the router, continue to the following information.
• DSL customers only: Unplug router from electrical outlet and plug back in.
  • If your internet service still does not work, call our office.
• If you are a customer with your own router, plug an ethernet cord from a laptop directly into the modem to test the internet service.
  • If you have a connection, your router may not be working.
  • If you do not have a connection, call our office.

Slow Internet

• Check how many devices you have connected to the internet.

  

• Unplug or turn off devices currently not in use to free up bandwidth.
  • Note: Even if you are not currently using a device, but it is connected to the internet, it will still draw bandwidth from your internet speed.
• Close internet pages not in use on devices; open pages on devices draw bandwidth from your internet speed.

  

• Call our office to inquire about your bandwidth usage or if you are interested in upgrading your internet speed.

Change My WiFi Password/Forgot My WiFi Password

• Call our office.

DO NOT PRESS THE RESET BUTTON ON YOUR ROUTER

Fuzzy/Grainy Channel(s)

• If fuzzy/grainy channel(s) on 1 TV:
  • Check that the coax connection is tight at the outlet and the TV.
  • Try reprogramming your TV.
  • It could be an issue with your outlet or TV
• If fuzzy/grainy channel(s) on all TVs:
  • Call our office.

Channel(s) Out

• If channel(s) out on 1 TV:
  • Check that the coax connection is tight at the outlet and the TV.
  • Try reprogramming your TV.
  • It could be an issue with your outlet or TV.
• If channel(s) out on all TVs:
  • Call our office.

No Sound on Channel(s)

• If no sound on channel(s) on 1 TV:
  • Check to make sure that your TV volume is not muted.
  • Check the volume level of your TV.
  • Check that the coax connection is tight at the outlet and the TV.
  • Try reprogramming your TV.
• If no sound on channel(s) on all TVs:
  • Call our office.