Welcome. A Guide for Subscribers. 833-OTELCO1 otelco.com

Transcription

1 Welcome A Guide for Subscribers 833-OTELCO1 otelco.com

2 Contents Welcome 2 Product Offerings 3 4 Billing and Payment Options 7 Understanding Your Bill 13 Customer Care and Technical Support 14 otelco.com 15 Important Subscriber Information 17 Important Phone Numbers Emergency 911 Dig Safe 811 Call before you dig! Do Not Call Registry OTELCO CUSTOMER CARE OTELCO1

3 From OTELCO President and CEO, Rob Souza Welcome to OTELCO Welcome to OTELCO. We are excited that you have selected us as your provider. I hope you will find this welcome booklet helpful as you transition to our service. At OTELCO, we re proud to provide local customer care and service to our communities in New England, Alabama, Missouri, and West Virginia. We offer a wide range of telecommunications solutions including: High Speed Internet Access Unlimited Calling Plans Advanced Calling Features This welcome kit is intended to assist you with your new service with us. It includes useful information about Lifeline Information Payment Options Preferred Carrier Freeze Form Other Important Information You ll also find information about: Billing / Payment Options Customer Care Technical Support Our Website Our website, otelco.com; it s a valuable resource where you ll find FAQs, product information, special deals, and our weekly blog. The website will be your dashboard for remote access to , On-line Bill Pay, or to contact us if you prefer to a phone call. Our OTELCO Local section is a great way to get your community news out to the public and an opportunity for some free advertising. One of the things we pride ourselves on is our commitment to the communities we serve. Through our website, we are happy to promote local school and library information, charity events, and non-profit organizations. As an Internet provider, we understand the importance of Digital Literacy and are committed to facilitating free basic computer classes for those who need them in the communities we serve. Keep an eye on our website for OTELCO sponsored classes in your area. Please review the contents of this packet carefully; we hope that this information helps to provide a smooth transition to our service. Should you need any assistance, please call our customer care team who will be happy to guide you through the process. Your complete satisfaction is our primary goal! Sincerely, Rob Souza, President, and CEO otelco.com 833-OTELCO1 2

4 Service Offerings Internet From wireless and satellite to DSL to fiber to the premise, OTELCO provides Internet Speeds ranging from 5 Mbps to 100 Mbps and more, depending on your location Phone In spite of todays sophisticated technology, a plain old copper line telephone is still the most reliable in an emergency situation. If the power goes off and you can t charge your devices, a corded phone will still work. Even if you only have a corded phone with the most basic plan just for emergencies, it s worth it. Long Distance Calling If you do maintain a copper landline, and you need long distance, we offer several plans. Calling Features Call waiting, call forwarding, three-way calling are just a few of the features available with your landline. Internet TV Available in certain areas Cable TV Available in certain areas Monitored Home Security and Medical Alert We offer professionally installed, fully monitored home security systems in certain locations. Smart Home Automation From cloud managed smart plugs to HD surveillance cameras, to our medical alert product, we can help make your home smarter, safer, and more secure. To learn more about services you may want to add: please call 833-OTELCO1 or visit otelco.com/residential To learn more about our business products: please visit otelco.com/business 3

5 Configuring Server Settings If you want to configure your to work on a phone, tablet, or in applications like Outlook, use the following settings when prompted for the information For IMAP connections Server name: mail.otelco.net Server port: 993 Username: your full etc.) Connection Security: SSL/TLS Authentication Method: Normal Password For POP3 connections Server name: mail.otelco.net Server port: 995 Username: your full @sacoriver.net, etc.) Connection Security: SSL/TLS Authentication Method: Normal Password Outgoing server settings (SMTP): Server name: mail.otelco.net Server port: 587 Username: your full @sacoriver.net, etc.) Connection Security: STARTTLS (SSL/TLS may work in some mail clients) Authentication Method: Normal Password 4

6 Accessing Internet Customers Get up to 5 Mailboxes Access from anywhere at otelco.com then click on Webmail at the bottom of the page. Enter address and password Click on Webmail Click your preferred desktop 5

7 Adding / Editing Mail Boxes Need those additional mailboxes for other family members? Log in to your webmail dashboard and follow these simple steps.. Click on Manage Mailboxes Click the blue button on the right labeled New Mailbox Complete the form and click Create Mailbox SUCCESS! From here you can Edit your Mailbox(es), or repeat the steps to create another new mailbox. 6

8 Customizing Your Options Billing and Payment Options With the OTELCO Auto Pay option, your checking account or your savings account will be debited on the 15 th of each month for bills dated on the 1 st, and the 20 th of each month for bills dated the 15 th to automatically pay your bill. You may receive paper statements or you may view your statements online. With On-line Bill Pay, your Visa, Master Card, Discover or American Express Credit Card will be debited when you choose to log in and pay your bill. You may receive paper statements or you may view your statements online. You may set up either Auto Pay or On-line Bill Pay on your own by following the SmartHub Portal directions below, or if you need assistance please call us at OTELCO1 ( ). If you ever wish to make a onetime payment with your checking account, savings account, Visa, Master Card, Discover or American Express credit card you may do so online via our SmartHub Portal. On our website, otelco.com click Resources and Bill Pay Log-in. Enter your Address and Password, Click Login Please note, you are not required to pay via this portal, but many of you may find this a convenient option. 7

9 The first time you log in to SmartHub, you ll be prompted to enter a security phrase. Enter the phrase in the space provided and click Save. Once your security phrase is set, the OTELCO SmartHub Dashboard will appear. Forgot your Password? No Problem! At the SmartHub login screen, click Can t Access Your Account? Jane.doe@otelco.com At the next screen you ll be asked for your account number, your last name (or your business name), and your address. Once you complete the requested information and click Submit, a new screen will ask for either the last 4 digits of your social or your Federal EIN (if a business). When that information is entered, click Submit and you ll be able to create a new password doe Jane.doe@otelco.com Not sure which account is registered to SmartHub? No Problem! Click Forgot Registered Address?, and SmartHub will take you through a set of instructions similar to the password change. You ll need your account number handy and will be asked to specify the last name or business name on the account. 8

10 OK, back to the SmartHub Dashboard: here you ll have a summary of your account(s) and access to pay your bill; ability to manage your account(s); and access to review past bills and payment history. SmartHub Dashboard If you re already signed up for On-line bill payment, when you click on Pay My Bill from the Quick Links menu at the left, you ll see the following screen where you can enter the amount you d like to pay, then click Pay Now and you re done! JANE DOE Account (123) ANYSTREET, ANYTOWN USA XXXXX-XXXX When you click Manage My Registered Accounts from Quick Links at left, you will see the following screen. If you have multiple accounts, this is where you can manage them by either adding or removing accounts to pay on-line. JANE DOE ANYSTREET 9

11 If you use one of our Auto Pay options (Bank or Checking Account or Credit Card), from this screen, you can click Manage My Stored Payment Options to update information. If you don t use Auto Pay and would like to, you can click on Auto Pay Program to sign yourself up. JANE DOE Account (123) ANYSTREET, ANYTOWN USA XXXXX-XXXX At the Auto Pay Program screen, Click Sign Up for Auto Pay and select you re preferred payment option from the dropdown menu. This will take you to a secure page where you will enter the necessary information for Auto Pay activation. After you have entered all of the information, click Continue and follow the prompts. Other options from Manage My Registered Accounts include: Update My Address or Password Jane.doe@otelco.com 10

12 Update My Security Phrase Update My Secret Question Hint For each of these update options, you can simply fill in the requested fields and click Save. If you change your address, remember that it will be your username the next time you sign in to SmartHub. If you change your password, remember to write it down somewhere safe. Update My Printed Bill Settings JANE DOE & JOHN DOE If you change your Security Phrase, remember to look for it the next time you log in and enter financial information. If it s not there DON T enter any sensitive information and contact Customer Care. For access to whatever you might need in SmartHub, check out the top menu. The top dropdown menus are named by category. As you can see, we ve already covered the dropdown menus above when we learned about Quick Links on the dashboard. The Contact Us button on the top menu takes you to a form where you can direct an to the right person by selecting your reason for contacting us. Please complete all the fields as it will help us to better serve your individual needs. 11

13 Let's talk about Help: we doubt you ll need it though. When you click on the right-pointing arrows on the Help button, it knows where you are in SmartHub and delivers help that is specific to that location. The example at right is from the Home screen. It opens right in the window you re in (no additional tabs to navigate) and it stays there until you click the left-pointing arrows to close it, or if you click away from that particular screen. Would You Rather Pay by Phone? OTELCO SmartPay is a secure toll free number where you can make payments over the phone: SmartPay allows you to pay by e-check or credit card, but there are some things you need to know and have available for all transactions: Your OTELCO Account Number When paying the first time by e-check: You will need to validate your identity with the last 4 digits of your Social Security# or your Federal Tax ID# You will then be required to create a 4 digit PIN that can t be all zeroes. If for some reason you can t validate your identity by one of the above methods, call Customer Care and they will assist. 12

14 A Look at Your Bill Understanding Your Bill A The Bill Header Section is a quick way to look at previous and current balance along with any payments or adjustments that have occurred in the last billing cycle. B Bill at a Glance is a summary of each service and associated charge. C Always check the Message Center for important information from OTELCO. D Tear off Remittance Stub to return with your payment, no staples, or paperclips please. E The Monthly Usage Section is used to further explain charges associated with each service. Charges are itemized for each type of service. 13

15 We re Here for You Customer Care and Technical Support Customer care is our business! We do not outsource, when you call us you ll reach a team of well trained professionals whose main concern is your satisfaction, period. Our customer care staff is available for product, service, and billing inquiries during regular business hours from 8 A.M. to 5 P.M. Monday through Friday. 833-OTELCO1, option 2. Hours may vary by location. Our Network Operations Center, the NOC, provides 24/7/365 technical support. 833-OTELCO1, option

16 Navigating Our Website otelco.com In addition to our customer care and tech support teams, our website is a valuable customer resource. From the Home Page you ll find just about everything you need. Let s take It From The Top. In one click you can see product offerings and more! information about protecting your privacy. Resources The Resources tab provides access to just about everything you could need. Some folks even set it as their home page. FAQs provide quick access to the most commonly asked questions. Remote Access to allows you to log in from a computer anywhere there s Internet access. Helpful Links include an Internet speed test, access to information about DO NOT CALL and mail lists, and other You ll find OTELCO regulatory filings, legal documents, net neutrality and acceptable use policies. Bill Pay Account Log-in is a convenient way to pay your bill electronically Need to Reach Us? Our Contact Page has all of our phone numbers and business hours; and a link to office locations and addresses, plus a web form that you can submit on line. In addition to your name and contact info. there are drop down menus for you to let us know where you live and what type of assistance you need. The How can we help? Field gives you a place to include additional information or questions. It s Bottoms Up! For one click access to , on-line bill pay, search and social, Quick Links on our home page footer can be your dashboard. 15

17 Navigating Our Website otelco.com Residential Services You may be looking to add a service, increase your Internet speed, or convert to a money saving bundle; we offer a cool tool to let you see which products, services, and plans are available at your specific location. Telephone and Internet When you select either Broadband Internet or Telephone Service from the Residential drop-down menu, we ll take you to a page with product information and that cool tool we mentioned. When you scroll down the page, you ll see one of these 2 screens for Phone or Internet When you clock on the down arrow, you ll see a list that includes a 3-digit exchange (the first 3 digits of your phone number, followed by a town and state name. Select your town / state and click Get Packages In the blink of an eye, you ll see all of the packages that are available at your location. You can scroll through them and decide what s best for your needs. 16

18 Consumer Information Important Subscriber Information The following documents available on our website. Paper copies can also be requested from Customer Care at 833-OTELCO1. Document Name Description Applicable Location Lifeline Preferred Carrier Freeze Financial Assistance with Phone or Internet for qualified individuals Allow you to freeze your carriers so they can t be changed without your knowledge All of AL, ME, WV, VT, Granby, MA, and Middle MO. All of AL, ME, WV, VT, Granby, MA, and Middle MO. Acceptable Use Policy Explains use and privacy for Internet users All locations Rights and Responsibilities in Maine 3rd Party Notification CPNI Explains telecommunication consumer rights and responsibilities per Maine law. Protection for subscribers 65 and over from having service terminated without notifying a third party friend or family member. Explains the FCC rules by which OTELCO protects your privacy. Maine only Massachusetts only All Locations Relay Service Access Numbers by State Alabama (Voice) (TTY/HCO) (VCO) (Telebraille) (Spanish) Maine (V) (T) (ASCII) (STS) (Spanish) Massachusetts (T) (V) (ASCII) (VCO) (English) (Spanish) (STS) Missouri (TTY/ASCII) (Voice) (VCO) STS) (Spanish) Vermont (V) (T) (ASCII & Telebraille) (STS English) (STS Spanish) West Virginia (Voice) (TTY/HCO/ASCII) (Speech-to-Speech) (Spanish to Spanish) (CapTel Voice-in) (Spanish to English) (Telebraille) (VCO Direct) 17

19 OTELCO is a leading provider of business services including: High Speed Internet Reliable High Quality Telephone Service Cloud Faxing Solutions Wide Area Networking Domain Hosting Cloud Hosted Telephone Solutions Cloud Based Colocation and Archiving 833-OTELCO1 otelco.com