Keeping You Connected for Less! CUSTOMER HANDBOOK

Transcription

1 Keeping You Connected for Less! CUSTOMER HANDBOOK

2 Stay Connected for Less with Super Saver Bundles Digital Cable Super-Fast Internet Home Phone Service Pick 1 Super Saver Standard Cable Super-Fast Internet Unlimited Local & Long Distance Calling Choose Any One Service Pick 2 Super Saver Bundle Standard Cable Super-Fast Internet Unlimited Local & Long Distance Calling Cable with Internet or Home Phone Pick 3 Super Saver Bundle Digital Cable Super-Fast Internet Unlimited Local & Long Distance Calling Get All Three Services Includes Digital Cable & FREE installation

3 Welcome Welcome to Allegiance Communications. We are pleased to provide you with our quality service and support. We value relationships with our customers and look forward to being of service to you. Allegiance Communications is dedicated to ensuring quality customer satisfaction and strives to instill product and service confidence in all our customers. Contents allegiance.tv...4 Digital Cable...6 Pay-Per-View...7 Internet Service...8 Manage Your Internet Account...9 Home Phone Service...10 Account Information...19 Automatic Bill Payment...20 Your Allegiance Bill...21 Helpful Tips...22 Commercial Accounts...23 Contact...24 Standard Phone Features...12 Optional Phone Features...15 Manage Your Phone Account...18

4 allegiance.tv Manage Your Services, Find Helpful Tips, View Channel Lineups & More... Visit our website at for useful information regarding your entertainment and communication services. Allegiance Communications is always innovating, so be sure to visit regularly for service information, support and new features. Visit our website to... View Channel Lineups Pay Your Bill Online Manage Your Internet Service Check Your Manage Your Phone Service See Current Movies & Events & More 4

5 Get Current News, Weather, Sports, TV Listings & More... Visit our local access portal at allegiance.tv for TV Listings, News, Weather, Entertainment, Sports & More... Visit our website to... View TV Listings Get News, Weather & Sports Troubleshoot Your Computer Check Your Access Popular Sites & More 5

6 Digital Cable 6 Basic Cable Enjoy your local broadcast networks, as well as other local access channels (vary by community). Basic cable is an affordable way to entertain the entire family. Included with Basic service are favorite cable networks such as CNN, ESPN, Disney, Discovery, and much more. No additional equipment required to get the programming you want! Digital Want more networks to choose from? Do you like music and movies? Digital Cable from Allegiance Communications offers you and your family more channels to choose from at an affordable price. Plus, you ll have access to Pay-Per-View movies and events and a variety of Digital Tiers to customize your viewing. HDTV HDTV is available in limited areas. Check your local lineup for services in your area. Digital Video Recorder(DVR) Watch what you want, when you want. With a DVR you can record your favorite shows and movies and watch them on your schedule.

7 Pay-Per-View & Premium Enjoy Hit Movies and Events with Pay-Per-View Tune to the Pay-Per-View section of your interactive channel guide and follow the on-screen instructions to order your movie or event. Visit for channel lineup, movie and event listings. Pay-Per-View requires Digital Coverter Box and may not be available in all areas. Please contact us at for questions about ordering your event or movie! Premium Channels Get an entire month of the best entertainment for less than the cost of one night out at the movies. Premium movie channels offer unedited, commercial-free, around-the-clock programming for one low monthly price. HBO It s not TV. It s HBO. America s most popular premium network gives you 15 channels of newly-released movies, sports, documentaries, concerts and HBO original films. Plus, you ll get to watch HBO s critically-acclaimed original series like True Blood, Entourage and Flight of the Concords. Showtime With critically acclaimed original series like Dexter, Weeds, Californication, Brotherhood, The Tudors and The L Word, the best shows are now on Showtime. Also featured are Hollywood Hits No One Else Has, Showtime Championship Boxing and mixed martial arts with EliteXC. Cinemax Cinemax offers the biggest variety of movies with first-run theatrical premieres, top box office releases and movie favorites. Starz Starz provides hit movies and compelling original series you can t see anywhere else. 7

8 Internet Service High Speed Online Allegiance High-Speed Internet offers super fast speeds so you can shop online, surf the Internet, look up information, play games, watch videos, listen to music, and more. Broadband Internet gives you the speed you need to download web pages, images, s and anything else is a lot quicker - Less time waiting means more time enjoying what ever the user may have downloaded. The additional speed also opens up new areas such as high quality streaming video and music. Super Fast Internet Choose the Speed That s Right for You Super Fast Internet Always on connection Use the phone at the same time Manage your account online Customer Support 24/7 8

9 Manage Your Internet Account Welcome to MyAccount MyAccount is a website which allows you to maintain your broadband internet account. Using MyAccount, you will be able to change your account passwords, create new accounts, and find out information about your broadband service. It also helps you to easily solve common issues without needing to call customer service. Create new accounts Change your passwords Setup forwarding Download software updates View service information Did You Know? You can setup forwarding in MyAccount. Click on manage accounts under the Center in the left menu. Did You Know? Did you know that some cable modems have a stand-by button? If this feature is activated you will not be able to connect to the internet. Verifying your modem is not in standby should be a part of standard troubleshooting Did You Know? Anti-Virus programs help prevent most viruses from infecting your computer. Keeping your anti-virus software up to date is a crucial part of computer security. 9

10 Home Phone Service A Wealth of Features at No Extra Cost Stay connected and don t pay extra for popular features. Home Phone Service from Allegiance Communications includes unlimited calling throughout the U.S., Canada, Alaska, Hawaii, Puerto Rico, Bahamas, Dominican Republic, U.S. Virgin Islands and Guam. Unlimited Calling Throughout the U.S., Canada & More Voic Voic to Call Waiting Call Forwarding Caller ID Three-Way Calling & Much More 10

11 Optional Features Get more out of your phone service with these popular additional features. Sim Ring vfax Call Trace Call Block & Much More International Calling Keep up with your friends and family around the world. Ask your Allegiance representative about our low international rates. (International calls are not included with phone plans and are billed separately. A complete list of international rates are available upon request.) 11

12 Standard Phone Features Call Forwarding This service forwards all of a subscriber s incoming calls to an alternative number without ringing the subscriber telephone first. 1. To Activate a. Dial *72 b. Wait for confirmation tone, then dial the number to forward to c. Wait for the courtesy call to be answered d. Hang up the telephone Note: If the courtesy call is not answered, repeat steps a. and b. to manually activate without the courtesy call. 2. To Deactivate a. Dial *73 b. Wait for confirmation tone c. Hang up the telephone Three Way Calling This service allows a subscriber to call another party during an existing call and add that party to the call thus creating a three-way conversation. 1. To add a third party to an active call, press the flash-hook and then dial the third party s number. If the third party answers, hit the flash-hook again to add both of you to the original call, connecting all three parties. 2. If the third party does not answer or their line is busy, hit the flash-hook twice to rejoin the original call. If you hang up you will receive a ringback reminding you that the original call is still on hold, and can rejoin the call by picking up the phone. This service is known as Three Way Calling Ringback. 12

13 Call Waiting This service notifies a subscriber that a second call is on the line and allows the subscriber to switch between the calls. The called party is notified by a tone when the call is waiting. 1. When you hear a Call Waiting tone during a call, hit flash-hook to swap between the callers. If you hang up while a call is still on hold, you will receive a ringback reminding you to reconnect the call. To disable Call Waiting for the next call only, press *70 before the call. Voic SETTING UP YOUR MAILBOX Access the voice messaging system: 1. Dial your phone number, wait for your recorded message to begin playing, then press *. 2. Enter your pass code after the prompt, and then hit the 4 key. (Your default pass code is the last 4 digits of your phone number). (Please note you must change your pass code to something other than the last 4 digits of your phone number for security reasons. If you do not, your voic could become unusable). 3. The following commands are available: 1. Change Greeting (1) Use system greeting (2) Use personal greeting (3) Create person greeting 2. Record Name (1) Use recorded name (2) Create recorded name 3. Change Pass Code follow the prompts 4. *Exit 13

14 Standard Phone Features CHECKING YOUR MESSAGES VIA THE TELEPHONE Access the voice messaging system: 1. Dial your phone number, wait for your recorded message to begin playing, then press * and follow the prompts. 2. To listen, delete and save messages press the following key: (1) Replay current message (2) Skip current message (4) Skips back 5 seconds while playing a message (5) Skips ahead 5 seconds while playing a message (7) Delete current message (8) * Exit SENDING VOIC TO AN ACCOUNT 1. Visit 2. Login to your account with your username and password 3. Navigate to the voic tab and enter your account you would like to send your voic to 14

15 Optional Phone Features Simultaneous Ring (Sim Ring) This service allows up to 4 phones to ring at one time. When the call is picked up either by the customer or voic then the other phones stop ringing. At least one of the phone numbers must have service provided by Cable Partner service. 1. To activate, dial *96 2. To deactivate, dial *97 Sim Ring is defaulted to be activated. It can be added via the portal. If on an ABS or DBL order the Sim Ring will have to be entered in the special instructions. Important: If a cell phone number is setup as one of the Sim Ring numbers and that cell is turned off then when the originating Sim Ring number is called it will go directly to voic on the cell phone after 1 ring. Cell Phone Note: If cell phone is turned off. The call will go directly to voic and it will not continue to ring all phones simultaneously. Home If no one answers on any of the four numbers it will go to voic on line 1 VOICE MAIL Line 1 Line 1 Voic Box Calling Party Other Line Note: Voic will pick up on whichever line has the shortest ring cycle to get to voic . Note: If customer has Sim Ring on their home phone then if they try to call home it will go to voic . 15

16 Optional Phone Features(cont.) Remote Access to Call Forwarding This service allows a call forwarding subscriber to access and change their call forwarding configuration from any phone. Subscribers are provided with a telephone number to call Remote Access to Call Forwarding which can be called from any phone. 1. To Activate a. Call b. Enter your Telephone Number and PIN (same PIN as used for voic ) when prompted. c. Enter the Call Forwarding Access Code you require (for example, to access Call Forwarding, enter *72). d. Configure the call service as for normal Call Forwarding configuration. Call Block (Selective Call Rejection) This service allows the subscriber to block the last incoming call by immediately dialing *60 after hanging up the phone. - Feature can be provisioned via the web self care portal (only for residential customers). Call Trace This service allows a subscriber to request a trace of the last incoming call. This information is provided to the Service Provider, not the subscriber, and may then be passed on to an appropriate authority. 1. To perform a trace on the current or last call, press *57 Anonymous Call Rejection This service automatically rejects all calls from withheld numbers. 1. To enable Anonymous Call Rejection, press *77 2. To disable Anonymous Call Rejection, press *87 - Feature can be provisioned via the web self care portal (only for residential customers). 16

17 Do Not Disturb (DND) This service allows the subscriber to block his or her line temporarily to prevent incoming calls. Outgoing calls can still be made as normal, but incoming calls are not connected; instead, the caller hears an announcement that the subscriber is not currently accepting calls. 1. To enable DND, press *78 2. To disable DND, press *79 Distinctive Ring This feature allows customers to have one line and two phone numbers. Each number rings with a distinctive pattern so the owner knows which number is being called. Typically, the original number rings with the standard ring pattern. Regardless of what ring pattern the called party hears; the calling party hears the standard ring pattern. - Feature can be added to most customer accounts via the cable portal. vfax vfax stands for virtual fax. This feature allows you to receive incoming faxes directly to one or multiple addresses. The person sending the fax sends it to a ten digit number just like a traditional fax. However, instead of receiving it in paper form on your fax machine, it will show up in your inbox. Traditional fax lines can be converted into vfax lines via the portal for our cable partners. If a customer wants a new ABS/DBL account the vfax number will have to be added in separately from the ABS or DBL order. Caller ID Block Per Line This service is permanent on your line and blocks the Caller ID on your line so when an outbound call is made the called party sees private instead of the Caller ID information. This feature is not set up by code. Provisioning has to set this for the customer. 17

18 Manage Your Phone Account Digital Phone Service Manager The Digital Phone Service Manager is a website which allows you to maintain your digital phone account. Using the Service Manager, you will be able to change your call settings and find out information about your phone service. It also helps you to easily solve common issues without needing to call customer service. Manage voic settings Send voic to your Manage call waiting Program call forwarding number View service information Did You Know? E-911 automatically associates a physical address with the calling party s telephone number, and routes the call to the most appropriate Public Safety Answering Point (PSAP) for that address Did You Know? You can check your voic through your . You will never miss those important messages again! Did You Know? You can manage your services from any internet connected computer with the Digital Phone Service Manager. 18

19 Account Information Equipment Type Serial Number/Mac ID Location in Residence Manage Your Services Service Username Password Pay Your Bill Online High Speed Internet Home Phone Service 19

20 Automatic Bill Payment Auto-Pay with Your Credit Card or Check Save time and money and write fewer checks! Simply visit us online at or call us at to have your monthly Allegiance bill paid automatically through your bank or credit card account. Best of all it s FREE! Allegiance Communications has recurring fixed payment. After enrolling in the plan, you will be advised of the date your monthly payment will be deducted. After that, you will receive a monthly statement showing all charges billed and paid through automatic draft. Visit to sign up for Auto-Pay and Save time, Save gas and Save the hassle. Understanding Your Bill We want to make sure you understand your monthly bill, and the charges associated with your account. Here is a detailed explanation of the different charges and items you may find listed on your bill each month. Please: Write account number of check Enclose top portion of statement Do not send cash Make sure address reads through window 20

21 Your Allegiance Bill 21

22 Helpful Tips We re Here to Help Below are some helpful tips to help you get started. You will be enjoying your favorite programming, surfing the web and chatting with friends in no time. Need help programming your remote? Sometimes it is not necessary to call for tech support. Please refer to our online library to see if the manual for your equipment is listed. If you do not find what you re looking for, please give us a call. Trouble with your remote? 1. Replace the batteries. 2. Check that there are no obstructions between the sensor on the cable set-top box and the transmitter on the remote control. There must be a clear line of sight between the box and the remote. Having service problems with your Cable or Internet? Try rebooting your digital box or cable modem by taking the following steps. DIgital Box 1. Turn off your cable set-top box 2. Unplug the power cord for your box 3. Wait 30 seconds and then plug it back in 4. Power the box back on after the clock has reset Cable Modem 1. Unplug the power cord for your modem 2. Wait 10 seconds and then plug it back in 3. Wait until the lights on the modem stabilize 4. Reboot your computer. 5. Try to access the Internet again. 22

23 Commercial Accounts Connect Your Business to the World In tough economic times, every bit of money saved counts towards your bottom line. That s why Allegiance Business Solutions offers you the ABC s (Allegiance Business Class) of simple solutions to help your business succeed while saving money. Whether you run a small or large business, we ve got you covered. Save when you bundle phone, internet and cable tv services Access to 24/7/365 customer support One source for data networking and fiber internet needs Flexibility to adapt to your growing business Simple and reliable solutions for your convenience More. Much more - for less. 23

24 Contact Info Corporate Offices: Allegiance Communications 1819 Airport Dr. Shawnee, OK Phone: Website: Please visit for cable store locations. Allegiance Communications, LLC, owns and operates broadband cable systems in Arkansas, Kansas, Missouri, Oklahoma, and Texas. Allegiance specializes in systems that serve smaller cities and towns. Allegiance Communications wants to ensure that our customers have the best possible quality and service. If you have any questions regarding your account from Billing to Technical Support, our customer service representatives are available to assist you. Most offices are open from 8:00 am to 5:00 pm Monday through Friday. If you need immediate assistance, please call the number listed above or contact your nearest cable store. Please visit for cable store locations. 24

25 Keeping You Connected for Less! 25 Allegiance Communications 1819 Airport Dr. Shawnee, OK