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FREQUENTLY ASKED QUESTIONS

ALL SERVICES

Check the UPS.

When we install fiber, we sometimes install a UPS or battery back-up unit (pictured) inside your house - usually in a utility room or laundry room. This unit powers the fiber electronics which run all of yours services (including your phone). If the UPS gets unplugged, the battery will drain and all your services will go down. Make sure the UPS is plugged into a power outlet and that all wires inside the unit are secure. If you notice a red light or if the unit is making a high-pitched squeal, the battery needs to be replaced - call us at 435-835-2929.

 

Check the AC Adapter.

If we didn't install a UPS, we may have installed an AC Adapter instead. This is a large black "wall-wart" style plug that will have a black and red wire attached to it. Make sure this is plugged in.

 

GFI Outlet.

If the UPS or AC Adapter is plugged into a GFI outlet, make sure the outlet hasn't tripped. If it has, press the reset button and see if the UPS regains power.

 

Broken or Damaged Fiber.

If the Fiber line coming to your house has been broken, damaged, or cut then your services will be down.

 

Contact us at 435.835.2929.

More Bandwidth.

Fiber-to-the-home is the best way to connect your house to our office. The fiber optic cable replaces the old "copper" telephone lines and gives us the ability to deliver more bandwidth to your house. More bandwidth gives us the opportunity to offer you faster internet speeds (up to 1Gbps), Symmetrical Internet, and crystal-clear HD Channels.

INTERNET

No.

Our Internet packages are available with or without a phone line.

We recommend a minimum of 75 Mbps.

Most popular streaming apps such as Netflix, YouTube, Disney+, Hulu, Prime Video, and others are now recommending a minimum of 20-25 Mbps per stream for the best possible streaming experience. For example, if you have 2 devices running a Netflix HD movie at the same time, Netflix recommends a 40-50 Mbps connection.

 

Don't take our word for it though! Try using Broadband Now's Bandwidth Calculator to help you decide what speed will be best for you.

Most Likely.

If you want to access the internet wirelessly or on more than one device, you will need a wireless router.

 

You can purchase your own router or you can lease one from us. See our TechLink section for more details.

 

If you are going to purchase your own router, or if you are bringing one from another provider, make sure it is not a Cable or DSL modem.

Reboot your router.

DO NOT PRESS THE RESET BUTTON ON YOUR ROUTER. Reboot or power cycle your router first. Unplug the power cord from the back of your router, wait a few seconds and then plug it back in.  Give the router a few minutes to completely reboot. Once it is done, try your Internet again.

 

Bypass your Router.

If rebooting does not fix the issue, try bypassing your router by plugging the internet feed wire directly into your laptop or computer. If you can access the Internet this way, the problem may be with your router.

 

Reboot your Modem.

If we provided you with a modem (non-fiber customers), reboot your modem first (it will be the box that is branded Zhone, Pannaway, or BEC), then reboot your router after the modem is completely rebooted.

 

Check Internet Feed Wire.

The Internet Feed wire will be the Cat5 wire that goes from our equipment to your router. It is usually plugged into a jack in the wall or comes directly through the wall from outside. This Internet Feed wire needs to plug into the Internet or WAN port on the back of most routers.

 

Check the UPS/AC Adapter.

See above section All Services>All Of My Services Are Down.

 

If none of these steps work, call us at 435.835.2929.

Check Your Password.

The password may have been typed incorrectly. Most passwords are case sensitive. Double check it and try again.

 

Caps Lock/Num Lock.

When typing in your password, make sure the Caps Lock is off and Num Lock is on.

 

Move Closer.

Your device may not be close enough to your Wi-Fi router or access point. Even though you may see 3 or 4 bars coming from your router, that doesn't necessarily mean the antenna in your device is strong enough to talk back to the router. Move closer and try again.

As many as you want.

 

You can hook as many devices as you want to your Internet connection. However, keep in mind that each device will share your bandwidth and affect the speed of your connection. The more devices connected, the slower your Internet will seem.

 

If you are connecting a lot of devices and are noticing performance issues, you may want to consider upgrading your internet speed.

 

Call us 435-835-2929 for options.

Call us at 435-835-2929.

 

At MTCC we offer many different Internet speeds to meet the needs of our customers. Changing your speed does not affect your contract and is as simple as calling us at 435.835.2929 to make the change. See our Internet page for pricing and options.

Streaming Video.

Streaming video services such as Netflix, YouTube, Disney+, Hulu, Vudu, Amazon Prime, and others all require substantial bandwidth to deliver smooth, high-definition video. If your Internet isn't fast enough, you may encounter buffering and the video will pause to load more information. The more bandwidth (or speed) you have, the better streaming video services will perform.

 

File-Sharing Programs.

File-sharing programs, often called torrents, can be one of the biggest bandwidth hogs on a computer. Torrents such as Vuze, uTorrent, BitTorrent and others allow you to share files with other users. Besides the fact that these programs use up a ton of bandwidth, they can also get you into legal trouble since a great deal of the files (movies, songs, etc) available on these programs violate copyright laws. Torrent programs are also one of the largest sources of computer viruses. We do not recommend using them.

 

Viruses and Malware.

If your computer gets a virus or malware program on it, these programs can use up your bandwidth in a hurry. Once a computer has been compromised by a virus, it can be used to launch attacks on other computers, store and transfer files or even take over your email client and use it to send out thousands of spam messages or phishing attempts.

We no longer automatically filter content from the internet.

 

This means that you can access any site without restrictions. To filter content, we recommend our FiberGuard product, which allows you to filter content, manage screen time, track browsing history and much more.

 

There are other filtering programs available for download such as NetNannyBrowseControl, or Norton Online Family.

Yes.

We highly recommend you install and run an anti-virus program on a regular basis. Unfortunately there are people out there who are dishonest and mischievous and like to cause damage or get personal information through viruses. Anti-virus programs help to protect your computer but are not 100% foolproof. We also recommend installing and running anti-spyware and anti-malware programs as well.

 

Some free anti-virus programs: Panda AntivirusBitdefenderAVG Antivirus

 

For Malware removal : Malwarebytes

Great Question!

This is a question that is commonly answered incorrectly and can be very confusing. While they are both terms for an amount of information, one typically refers to storage space on a hard drive, while the other one refers to Internet speeds (in the form of Mbps). All digital information is made up of binary digits or bits. A byte is equal to 8 bits. A Megabit (Mb), therefore, is 1/8 as big as a Megabyte (MB). Since Internet speeds are currently measured in Megabits per second (Mbps), to download a 1MB file in 1 second you would need a connection speed of 8Mbps. As information gets bigger (pictures, video, etc.) the need for faster Internet speeds becomes apparent.

 

· 1 Bit = Binary Digit (1's and 0'S)

· 1 Byte = 8 Bits

· 1 Kilobyte = 1000 Bytes = 8000 Bits

· 1 Megabyte = 1000 Kilobytes = 8 Million Bits

· 1 Gigabyte = 1000 Megabytes = 8 Billion Bits

· 1 Terabyte = 1000 Gigabytes = 8 Trillion Bits

E-MAIL

Incoming mail server:

imap.bluetie.com or pop.bluetie.com

 

Incoming mail server ports: 

imap (993) or pop (995)

 

Incoming security:

STARTTLS or SSL accept all certificates

 

Outgoing mail server: smtp.bluetie.com

 

Outgoing mail server port:  587

 

Outgoing security: NONE or AUTO

 

Login: your entire email address

(ie. username@manti.com or username@mail.manti.com)

 

Refer to the following step-by-step instructions for your particular mail client:

Android Devices

IOS Devices

MAC Mail

MS Outlook

Thunderbird

Windows 10 Mail App

Windows Live Mail

There are two ways you can change your password.

 

  1. Call 435.835.2929 and have us change it for you.
  2. Click here: WEBMAIL. Next click on "Forgot Password?" and follow the instructions.

We forget ours all the time too!

For your security, we do not have access to your password. If you have forgotten it, see "How do I change my email password?" above, or call us at 435.835.2929 and we will be happy to help you.

 

Your new password should contain at least one letter, one capital letter, one number, and one special character (!@#$%^&*...).

The main reasons for email not being able to be sent or received are the following:

 

  1. Internet is not working. If you aren't able to get to any other websites, then the Internet may not be working.
  2. The computer or device has the wrong settings. Check to make sure your settings are correct.
  3. The wrong user name or password has been typed in. Verify and try again.
  4. Your anti-virus program is not working properly and may be preventing the email program from talking to the email server.
  5. The email address you are sending to does not exist or was typed incorrectly.

DO NOT REPLY AND DO NOT CLICK ANY LINKS.

Spam and scam e-mails can look very legitimate these days. Look for misspelled words and links that take you to other websites - do not reply to these email or click on any of their links.

 

The best way to get rid of spam is to filter it through your mail program. Most email programs have built in spam filters that will allow you to mark email as junk and automatically put it into a junk folder. Each email program is different, so you will need to research each program to see how to set up spam filtering.

TV

Check your Input.

Your TV is most likely on the wrong input. Push the Input, Source, or TV/Video button on the remote that came with your TV (or on the TV itself) to cycle through the inputs to find the correct one. On most newer TVs, our Set Top Box will be plugged into an HDMI input.

 

Check power.

Make sure your Set Top Box is getting power. You should see a red or green light lit up on the Set Top Box. If not, make sure the power cord is plugged in.

 

Check other cords.

Make sure all plugs are tightly connected and no pins are bent or broken inside the A/V cord plug.

Check Ethernet Connection.

Your set top box lost communication and was not able to link. Make sure the Ethernet cord is securely plugged into the back of the box, and then try rebooting it by pulling the power cord out and plugging it back in. Give the box a few minutes to go through its reboot process. If you get the same message, please contact us at 435.835.2929.

Change Channels.

This typically means that the Set Top Box was unable to join a channel when tuned to it. Try changing to a different channel and then back again to see if it rejoins the channel. If it does not, try rebooting your Set Top Box by unplugging the power cord from the back of the box and plugging it back in. Once the Set Top Box reboots, try the channel again. If it still does not work, contact us at 435.835.2929.

Loose Cable or Broken Pins.

Make sure the cords are securely plugged into the back of the Set Top Box, as well as your TV.

 

Broken pins inside the A/V or Component cord that plugs into the back of your Set Top Box could also be the culprit. Check this by pulling the A/V cord out of the back of your Set Top Box and looking inside the barrel of the plug. If it looks like any of the small pins are bent or broken the cord needs to be replaced. Bring the broken cord in to our office for a replacement, or call us at 435.835.2929.

 

NOTE: This cord is keyed so that it only plugs into the Set Top Box one way. If it doesn't push into the Set Top Box fairly easily, you are probably not lining it up correctly and may bend the pins. Please be careful when plugging it back in.

Cord Plugged in Wrong.

This is typically caused by an A/V Component cable being plugged in incorrectly. Check the way your Set Top Box is plugged in to the back of your TV. If you have a Component cable (with the Red, Blue, Green, Yellow, White, and Black plugs), make sure the Red plug is not plugged into an Audio input. Red, Green, and Blue (and sometimes Yellow) are for Video. White and Black are for Audio. Plug the Black plug into the Red Audio Input on your TV. If that doesn't fix the problem, contact us at 435.835.2929.

1 2 3 4 OK.

Unless someone has changed it, the default login password is 1234. On your remote, push 1 2 3 4 followed bt the OK button and your TV should log back in after a few seconds. If this doesn't work, give us a call at 435.835.2929.

To turn Closed Captioning on:

 

1 - Press the Menu button on your remote.

2 - Scroll down to Settings and press OK.

3 - Scroll down to Preferences and press OK.

4 - Scroll down to Set-top-box Setup and press OK.

5 - Highlight the up or down arrow in the Closed Captioning box and press OK until it displays "On".

6 - Scroll down to Apply and press OK.

7 - Press the Exit button to exit out of the menu.

 

After a few seconds, closed captioning should appear on your screen (if the program being watched supports it).

 

To print these instructions, click here.

 

NOTE: If your TV has a built-in closed captioning function, make sure it is turned off as it could conflict with the set top box's closed captioning.

It can be tricky!

 

1 - Make sure your TV is on.

2 - Press the TV button on the remote.

3 - Press and hold the Setup button until the TV button flashes.

4 - Press the numbers 9 9 1. The TV button will flash again.

5 - Press the number 1 button.

6 - Press the Red power button.

7 - Press the CH+ button repeatedly and slowly until the TV turns off.

8 - Press the Setup button to finish programming.

 

To print these instructions, click here.

 

If you need help, contact us at 435.835.2929.

Yes.

A Set Top Box is required for each TV that you want to watch our TV service on.

It Depends.

If you have both our TV and Internet services, you are not required to have a phone line.,/p>

 

If you are a TV only customer (without internet), you must have an active phone line or pay for a Consumer Broadband Only Loop (a line without dial tone). These are government required tariffs that we must charge. If you have our internet service, we eat the cost of this tariff.

 

This applies to our customers in Manti, Ephraim, and Sterling.

DVR

Yes.

Currently, you can record two shows at the same time while watching another.

Some TV networks intentionally start their shows earlier than the guide says, in order to prevent people from tuning to other channels in between shows. The theory is that people may become too interested in the show on the other channel and not tune back. This practice was started by Ted Turner on his networks in the 1980s. To counter this you can offset your recordings to start a couple minutes early.

This typically means the set top boxes have lost communication with the main DVR box. To reset this connection, try rebooting the box(es) that are unable to access the recordings. Once they have rebooted, try accessing the recordings again.

 

If you are still unable to access the recordings, try unplugging the power from all of your set top boxes, and then plug them back in one at a time starting with the main DVR box. Let each box reboot completely before plugging in the next one. Try accessing your recordings again.

 

If you are still unable to access them, call us at 435.835.2929.

PHONE

Did you plug the battery in?

Most new cordless phones are shipped with their batteries unplugged. Open the battery cover on the back of your new handset and check to make sure the battery is plugged in tightly. New handsets will also need to charge for a few minutes before they will turn on.

 

Check the Cord.

Check to make sure the phone cord is plugged in to the phone jack and the phone base correctly.

 

Check Power.

Make sure the base to your new phone is getting power. If not, make sure it is plugged into a working power outlet.

 

Test the Jack.

You can test the phone jack by plugging a different phone into the jack to see if it works. If the jack works with a different phone, but doesn't work with the new cordless phone, the new phone may be defective. Return it to the store you purchased it from. If the jack doesn't work with any phone, contact us at 435.835.2929 and we can come and troubleshoot for you.

It Depends.

There are many great reasons to have a landline phone.

 

You are not required to have a phone line to have our Internet service.

 

If you are a TV only customer (without internet), you must have an active phone line or pay for a Consumer Broadband Only Loop (a line without dial tone). These are government required tariffs that we must charge. If you have our internet service, we eat the cost of this tariff.


DOCUMENTS & POLICIES


Product Brochures


How To Guides

Program Remote Basic Remote Guide DVR System Guide

Closed Captioning


Policies & Forms

Utah Telephone Assistance Program
Network Acceptable Use Policy
Residential Contract

Business Internet Contract

Halo Fixed Wireless Contract

 

 

HOW-TO VIDEOS

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SPEED TEST


Click the speedometer to check your internet speed.



HOW TO PROGRAM YOUR REMOTE


Click on the remote for instructions on how to program it.


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