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All of my services are down!

This typically happens when the UPS accidently gets unplugged. When we install fiber to your house, we also install a UPS or battery back-up unit inside your house. This device powers the fiber electronics which run all of yours services (including your phone). This box (pictured) is usually installed in a utility room or laundry room where it is out of the way. Check to make sure this unit has not been unplugged. If it has, plug it back in and wait a few minutes for everything to come back up.

Also make sure that the correct lights are lit up on this box. If you notice a red light or if the unit is making a high-pitched squeal, the battery needs to be replaced.

Contact us at 435.835.2929.

What's the big deal about Fiber-to-the-Home?

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.

My TV says 'No Signal'...

Your TV is most likely on the wrong input. Try pushing 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.

Also, make sure all plugs are tightly connected and no pins are bent or broken inside the A/V cord plug, and make sure the Set Top Box is powered on.

My TV says 'Requested URL Could Not Be Found'...

This means your set top box has 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.

My TV says 'Unable to get video parameters from server'...

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.

The colors on my TV don't look right...

This is typically caused by broken pins inside the A/V cord that plugs into the back of your Set Top Box. 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.

There is a loud hum on my TV...

This is typically caused by an a/v cord 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.

My TV is asking for a login password...

Unless someone has changed it, the default login password is 1234. Type this number in followed by the OK button on your remote and your TV should log you back in after a few seconds.

How do I turn Closed Captioning on?

To turn on closed captioning, press the Menu button on your remote. Scroll down to Settings and press OK. Scroll down to Preferences and press OK. Scroll down to Set-top-box Setup and press OK. Highlight the up or down arrow in the Closed Captioning box and press OK until it displays "On". Scroll down to Apply and press OK. 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). 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.

How do I make my remote run the power and volume on my TV?

Each remote must be programmed to control the power and volume of each TV. To do this, click here and follow the directions given for your particular remote. If you don't see your remote listed or can't get it to program, contact us at 435.835.2929.

Do I need a Set Top Box for each TV?

Yes. A Set Top Box is required for each TV that you wish to view our TV service on.

Do I have to have a phone line to get TV?

Yes and No. Because our Internet and TV services run over fiber and copper lines owned by the telephone company, the government requires that you either have an active phone line or pay for a Consumer Only Broadband Loop (CBOL - a line without dial tone). A CBOL line is more expensive than having an active telephone line. This applies to our customers in Manti, Ephraim, and Sterling.

Can I record more than 1 show at a time?

Currently, our DVR system only supports the recording of one show at a time. You can, however, watch a different show while you are recording another.

My DVR cuts off the first 2-3 minutes

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.

I can't access my recordings on my other TVs with Whole Home DVR...

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.

My Internet isn't working...

If you are on Fiber, try rebooting or power cycling your router first. Do this by unplugging the power cord from the back of your router, waiting a few seconds and then plugging it back in. It will take the router a few minutes to completely reboot. Once it is done, try your Internet again. If this does not fix the issue, try bypassing your router by plugging your laptop or computer directly in to your internet feed cable. If you can access the Internet this way, the problem may be with your router.

If you are not on Fiber, try rebooting 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.

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

Do I need a router?

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.

Why will my computer not connect to my wi-fi?

The most common reasons for devices not connecting to Wi-Fi are:

  1. The password may have been typed incorrectly. Double check it and try again.
  2. Your device is not close enough to the wireless router/access point. Even though you may see 3 or 4 bars coming from your router, that doesn't necessarily mean the antenna in your laptop or device is strong enough to talk back to the router. Move closer and try again.
  3. The wireless equipment in your device may not be installed correctly. Make sure the wireless radio is turned on in your device and try again.
  4. The device may not be compatible with your wireless router/access point.

What causes my Wi-Fi to drop?

There can be many things that can affect your Wi-Fi signal.

  1. You could be too far away from the wireless device. The wireless antenna in your device (phone, computer, tablet) could be too small to talk back to your wireless router. Try moving closer.
  2. Your wireless device (router, access point) could be malfunctioning. Reboot it and try again.
  3. You could have something interfering with your wireless signal. Other devices such as other routers, access points, cordless phones, microwaves, treadmills, etc. can interfere with your wireless signal. Try unplugging these devices to see if that fixes the problem.

How many devices can I hook to my Internet?

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.

Another thing to keep in mind is that you will need to install a router to be able to use more than one device on your Internet connection. If you want to connect devices wirelessly, you will need a wireless router.

What applications use the most bandwidth?

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.

What speed do I need?

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. These recommendations are per stream or device running the application. 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.

How do I upgrade my Internet speed?

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.

What is the difference between a Megabyte and a Megabit?

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)
· 8 Bits = 1 Byte
· 1000 Bytes = 1 Kilobyte
· 1000 Kilobytes = 1 Megabyte
· 1000 Megabytes = 1 Gigabyte
· 1000 Gigabytes = 1 Terabyte

Does MTCC Filter Internet Content?

We no longer automatically filter content from the internet. This means that you can access any site without restrictions.

If you wish to filter content at your location, we recommend our FiberGuard product, which allows you to filter content, manage screen time, track browsing history and much more.

There are also other filtering programs available for download such as NetNanny, K9, BrowseControl, or Norton Online Family.

Do I need an anti-virus program?

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 Antivirus, Bitdefender, AVG Antivirus
For Malware removal we recommend: Malwarebytes

Do I have to have a phone line to get Internet?

Yes and No. Because our Internet and TV services run over fiber and copper lines owned by the telephone company, the government requires that you either have an active phone line or pay for a Consumer Only Broadband Loop (CBOL - a line without dial tone). A CBOL line is more expensive than having an active telephone line. If you sign up for our FiberFast 50 or faster, we include a phone line in the price. This applies to our customers in Manti, Ephraim, and Sterling.

If you live in Spring City or Chester and are signing up for our Halo Fixed Wireless service, you are not required to have a phone line since you are receiving the Internet via a radio transmission and not over a phone line.

E-mail server settings

Incoming mail server: or
Incoming mail server ports:  imap (993) pop (995)
Incoming security: STARTTLS or SSL accept all certificates
Outgoing mail server:
Outgoing mail server port:  587
Outgoing security: NONE or AUTO
Login: your entire email address (ie. or

Refer to the following step-by-step instructions for your particular mail client:
Android Devices
IOS Devices
MAC Mail
MS Outlook
Windows 10 Mail App
Windows Live Mail

How do I change my email password?

There are two ways you can change your password.

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

I can't remember my password...

If you have forgotten your email address or password see "How do I change my email password?", or please contact us 435.835.2929 and we will help you.

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

Why can't I send/receive emails?

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.

What can I do about all the Spam?

Whatever you do, do not respond to any of the spam or they will know that it is a legitimate email address and you will get even more spam!

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.


I just plugged in a new cordless phone and it doesn't work...

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 half hour or so before they will turn on. Also, check to make sure the phone cord is plugged in to the phone jack correctly.

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 test the jack for you.

Do I have to have a phone?

Yes and No. Because our internet and TV services run over fiber and copper lines owned by the telephone company, the government requires that you either have an active phone line or pay for a Consumer Only Broadband Loop (CBOL - a line without dial tone). A CBOL line is more expensive than having an active telephone line.


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





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