Getting Started with Telephone & Internet Services

Transcription

1 Getting Started with Telephone & Internet Services Frequently Asked Questions Phone Features Voice Mail Features DSL Troubleshooting Your First Bill Payment Options Customer Service

2 Frequently Asked Questions Do I need to be home for my install? In most cases no, unless you have chosen to have a technician install your high-speed DSL Internet service. Your welcome or letter will indicate if you need to be home. If so, please make sure someone at least 18 years old is present. Who will install my new services? Typically, we are able to activate and install the service remotely from our offices. If someone needs to come to your home, it will be a CenturyLink technician, as CenturyLink owns the wires that lead to your home. Will my phone or Internet service be down during the switch? Phone Service: There should be no downtime when your service switches unless the wiring in your home has been altered or changed by your previous provider. If needed, we will provide onsite support to resolve this issue. Internet Service: There may be a few hours of downtime on the day your service transitions from your previous provider to us. When should I cancel my services with my current provider? Please do not cancel or request any changes to your services with your current provider until after your activation date. Doing so may prevent us from completing your installation. How do I set up my modem? What you need to do to setup your modem depends on whether you ordered a new modem or you were able to use the one you currently have. If you ordered a new modem, installation and setup instructions will be included in your modem box. If you were able to use the modem you currently have, you may need to power cycle the modem after 8:00 pm on your activation date. To power cycle your modem, see step 1 in the DSL Troubleshooting section of this guide. Will my number remain on the Do Not Call List when I switch service? No, your previous carrier will remove your number in approximately 90 days. If you start receiving unwanted telemarketing calls, go to or call

3 Phone Feature Quick Reference Keep this quick reference guide handy. It explains the most commonly used features included with your telephone service. For additional information on these and other available features go to 3 Way Calling Talk to two people at two different numbers at the same time. 1. Call the first person. 2. Once they answer, press and release the flash button to put the 1st caller on hold. 3. After three tones and a dial tone are heard, call the 2nd telephone number. 4. Once the 2nd caller is on the line, press the flash button again. All parties will be connected. Call Forwarding Variable Forward all calls to a number you specify. To activate: press *72 and dial the number you want calls forwarded to. Wait for the number to answer, then hang up. To deactivate: press *73 and wait for the tones. Call Forwarding Selective Allows you to create a list of numbers that forward to a specific number. To activate: press *63 and follow the prompts. To deactivate: press *83 and follow the prompts. Call Rejection Anonymous Causes incoming calls that will not display caller ID to be rejected. To activate: press *77. To deactivate: press *87. Call Waiting A special tone indicates an incoming call. To disable for one call: Press *70, wait for three short tones, and make your call. Call Waiting will be restored when you hang up. Caller ID Blocking Allows you to block your number when calling other people. To activate: press *67 and the number. Your number will be blocked for one call only. Last Call Return Find the number of the last incoming call. (Does not work for blocked numbers.) 1. Lift the receiver and press * The number of the last caller will be provided. 3. To return the call press If number is busy, hang up and your phone will redial the busy line for 30 minutes. A distinctive ring lets you know the line is free.

4 Voice Mail Quick Reference Your voice mail has a system greeting and a temporary security code when your service is activated. Follow the instructions below to access, configure, and manage your voice mail. Accessing voice mail 1. Call your home phone number. 2. Wait for your voice mail to answer. 3. When voice mail answers, press and enter your security code. (Your temporary security code is 9999.) You will then be at the * main menu. Change security code From the main menu: 1. Press 4 4 from the main menu. 2. Press 1 and follow the prompts. Record a greeting Your voice mail is automatically configured with a system greeting that plays your home phone number and requests the caller leave a message. To record a greeting follow these steps. From the main menu: 1. Press 3 to access the greeting menu. 2. Press 2 and follow the prompts. Use the system greeting From the main menu: 1. Press 3 to access the greeting menu. 2. Press 7 to delete your recorded greeting. The system greeting will then be used. delivery options To receive voice mail messages via , follow these steps to configure delivery to your address. 1. Login using your home phone number and password at 2. Click on Configure Delivery and follow the instructions. Menu Options Press 1 to play your messages 1 - rewind message replay message skip to end 5 - other options 1 - play previous message 5 - play message time stamp 7 - delete message 9 - save message # - keep new / play next Press 3 for greetings 1 - to play your greeting 2 - to record your greeting 7 - to delete your greeting Press 4 4 for personal options 1 - to modify your password 2 - to modify playback preferences 1 - select message order 3 - always play time stamp At any time you can press * - to cancel * * - to return to the main menu

5 DSL Troubleshooting Follow these simple step-by-step instructions if you are having issues with your Internet connection: Step 1. Power Cycle the modem This resolves most issues. Unplug the power cable from the back of the modem. Wait 45 seconds; plug the power cable into the modem. Wait 2 minutes for the modem to connect.!! WARNING Never push the reset button unless directed to do so by a DISH technical support representative. Step 2. Check lights Make sure the Power and DSL and Internet lights are solid green. (During normal operation the Internet light will be green and blink.) If the Power, DSL or Internet lights are any other color, call us. Step 3. Check filters There SHOULD NOT be a DSL filter between your wall jack and your modem. If there is, remove it. Step 4. Call us at DSL Filter Our technical support representatives are available to assist you 24 hours a day, every day!

6 Your First Bill You will receive your first bill two weeks after your activation date. Your first bill will contain a partial month and a full month of service. Additionally, activation and equipment charges may apply. What s in your first bill: August Partial Month Charges Depending on when you start service, you will see prorated charges for a partial month of service. This is to get you onto a regular billing cycle. + September TAXES and FEES SURCHARGES PER USE Full Month Charges These are the regular monthly charges for your television, phone and Internet services you may have. They are billed in advance. Other Charges Additionally there will be federal taxes, state taxes and local taxes as well as fees and surcharges that fund public programs such as 911 emergency. Per use charges are for items that don t recur monthly, such as long distance and pay per view. Existing DISH Subscribers If you are an existing DISH television subscriber and bundling your bill, your first bill may reflect credit for overpayment and/or pro-rated charges for a partial month of service.

7 Payment Options 1 AutoPay Save time and never worry about your bill being paid on time. Enroll in our AutoPay program and your payment will be automatically deducted from your bank account or credit/debit card each month on your due date. Sign up at or call today. 2 Online Log into your account and pay your bill by credit/debit card or from your bank account. It s fast and easy. You can also see your payment history, past invoices and more. Go to While you are on your billing page you can save a tree, or two! Sign up for Paperless Billing and we ll your bill to you every month. It s easy, convenient and you ll be helping the environment too! 3 4 By phone Call and make a payment 24 hours a day, 7 days a week. Our automated system will walk you through paying your bill quickly and easily. There are no additional charges for making payments through this system. Bill Pay If you use your financial institution s Bill Pay service, it is important to use the correct account number and remittance address. Your new account number can be located on your welcome or letter. Your new payment address is P.O. Box 52829, Phoenix, AZ Important if you are an existing DISH TV customer using bill pay and bundling your bill, you will need to update both your account number and remittance address information. Additional information may be required, check with your financial institution if you need help.

8 Customer Service and Technical Support (24/7) Call us at: Online at: Telephone and Internet services are provided by dishnet Wireline L.L.C., an affiliate of DISH Network L.L.C. REV