Customer Corner
PHONE
Can I keep my same phone number?
ExpandYes, you can keep your same phone number. A Letter of Agency must be signed by the holder of the current phone service. After being signed the Letter of Agency is sent to the customer's current phone provider allowing the customer to keep their same phone number and switch their service (porting).
Do I have to pay per phone number?
ExpandYes, each additional phone number is tied to a new line and charges will apply.
How do I make international phone calls?
ExpandDial 011 + the country code + the phone number
INTERNET
Recommended Router
ExpandWe recommend the Netgear 1750 Dual Band Router
**Do not get a modem/router. This will NOT work on the Altatec System.
- Ideal for the fastest internet speed service plans
- Amazon's choice for a great connected home router
- AC1750 Wi-Fi-450+1300 Mpbs speeds and high-power external antennas
- Ideal for homes with 12 or more Wi-Fi devices
- NETGEAR genie App - Enjoy more of your connected home. Now with remote access.
I cannot connect to the Internet.
ExpandBecause your cable modem is always on, normal occurrences such as power interruptions, network, maintenance, or electrical storms can cause its memory to collect errors. Over 90% of the time, power cycling your cable modem can clear these errors and restore your connection.
- Turn your computer off.
- Locate the black power cord on the back of your cable modem and unplug it from the electrical outlet.
- Wait 30 to 45 seconds.
- Plug the power cord back in.
- The lights on the cable modem will flash for a few minutes as it connects to the Long Lines network.
- When the lights are solid, turn on your computer.
- Your connection should be restored.
*Some cable modems have an on/off switch or a stand-by switch, so make sure the on/off switch is on or the stand-by switch is off.
I forgot my password for my email account.
ExpandCall our office at 200-1122 and we can look up or reset your password.
Trouble setting up email or sending receiving emails.
ExpandWe do not actually offer technical support for your computer. If your email account has already been established by us the rest is your responsibility. Neotek is a business here in Alta that is very familiar with our Internet service and our network. To contact Jessi or Terry with Neotek please call 200-3995.
I got a new router and need help setting it up.
ExpandWe install and maintain the cable modem but do not actually handle your choice to add a wireless router. If you need help with this Neotek would also be available for help with this. To contact Jessi or Terry with Neotek please call 200-3995.
Do I need to notify you if I want to move my modem?
ExpandYes, we need to know if you are going to move your modem. We would do this for you and more than likely it will not work after you move it.
How do I reboot a modem/router?
Expand*MUST REBOOT MODEM 1st AND ROUTER 2nd
- Unplug power cord from AC outlet.
- Plug power cord back into AC outlet.
- On the front of Arris modem light should be: GREEN. BLUE. BLUE. GREEN. (If not call Alta-tec)
- Unplug power cord from AC outlet going to router.
- Plug power cord back into AC outlet
- Wait 5 minutes.
- Test to make sure your internet is working by using it on a computer, tv or smartphone
How do I run a speed test?
ExpandRun a speed test by going to: speedtest.net