Frequently Asked Questions

Internet

How do I protect my computer from viruses and malware?


Users of Windows 7 or Windows 8.1 may want to take a look at this article at Microsoft’s website:

https://support.microsoft.com/en-us/help/17228/windows-protect-my-pc-from-viruses

If you do not have another antivirus product installed, Windows 10 has Microsoft’s own protection software called Windows Defender, which you may want to consider. Instructions for enabling it can be found at:

https://support.microsoft.com/en-us/help/17464/windows-defender-help-protect-computer

There are also other antivirus and antimalware products available from other manufacturers, some of which are free and some of which cost money. At the very least, we believe most people will want to at least use Microsoft’s Windows Defender.

Some computers may come with another antivirus product already installed when you buy the computer. Many times, those antivirus products may be a free trial version that may have stopped working, so be sure to check to see that it is still working and still receiving updates.

If the antivirus software that came with your computer is old, doesn’t work, can’t get updates, or you just don’t like it, check the manufacturer’s website for information on how you can remove it, then you can turn on Windows Defender or install another antivirus, as you choose.

Be aware that no antivirus is 100% foolproof, so safe surfing practices are still needed. Being careful of what links you click, what emails you open, and what websites you visit is every bit as important as making sure your antivirus is up to date.

While you’re at it, you can also make sure you have enabled either the Windows Firewall or another firewall product to boost your protection from network attacks. See “What is a firewall?” in our FAQ for more information on firewalls.

ALSO IMPORTANT- Keep Windows Up-To-Date: Windows Updates are an important part of keeping your computer safe. They often take quite a while to download and can slow down lower-bandwidth Internet connections for a while during downloading of the updates, but the safety factor of applying the updates can make it well worth the inconvenience. Windows 10 usually downloads these updates on its own, so unless your computer has been customized to change this behavior, Windows 10 users will usually get new updates regularly.

Here is Microsoft’s FAQ on Windows Update:

https://support.microsoft.com/en-us/help/12373/windows-update-faq




What is a Firewall?


You may have heard people talk about ‘firewalls’ in relation to computers or the Internet. A firewall is something that helps shield your computer from outside attack and intrusion. You can think of it as body-armor for your Internet connection. No firewall is 100% foolproof, but in combination with a good anti-virus, a firewall can help make your computer much safer. Even if your router has its own firewall, it is a good idea to also turn on the Windows Firewall or another manufacturer’s firewall product (some antivirus programs come with an optional firewall of their own you can enable).

Windows 10 users can find information on enabling the built-in Windows 10 Firewall here:

https://support.microsoft.com/en-us/help/4028544/windows-turn-windows-firewall-on-or-off

Some useful information on securing Windows 7 and Windows 8.1, including how to enable the Windows Firewall, can be found on Microsoft’s website at:

https://support.microsoft.com/en-us/help/17228/windows-protect-my-pc-from-viruses




How do I know I have the best internet plan for the number of devices I have?


Having multiple devices (computers, laptops, tablets, smartphones, smart TVs, Blu-ray players, video game consoles and streaming set-top boxes) in daily use by several family members can easily max out your Internet service and make it seem like it’s running slow. For help determining which Internet plan is right for your household, please give us a call at 706-375-3195.




What Internet speeds do you offer?


We have plans that fit most all customers, please visit our Internet page for information.




Is the modem price included in the monthly access fee or will I be charged a rental fee each month?


Wireless equipment rental fees are an additional maintenance cost charged each month.




Can I purchase my own modem that will work with CTCs service?


Yes. However, the customer assumes all responsibility with the configuration of the device. Our technician will provide technical support up to the point of verifying that the service is working at our CTC-installed equipment or jack. If it’s determined by the technician that the customer owned device is causing the issue, further troubleshooting by a CTC technician may result in additional charges, and our technician may not be able to assist with every manufacturer’s product.




Who is responsible for the equipment if it breaks, and is there a warranty?


If the customer rents equipment from our office, we will replace the device at no cost to the customer, as long as damage is not the result of customer negligence. Any equipment damaged due to customer negligence will result in a charge to the customer for the full amount of the equipment. CTC does not guarantee any customer owned equipment.




Do you know what the peak usage times are?


Yes, peak usage times are generally around 6 p.m. to 11 p.m.




Is there a contract and what is the minimum length?


Some services may require a contract. Call our customer service representatives at 706-375-3195 to find out details.




Is there a usage limit each month? What are the penalties for going over, such as having my service slowed or cut off?


CTC has truly unlimited data. We do not slow speeds or disconnect service, as outlined in our terms of service listed on our website. For full details, please visit our terms of service.




Does the modem act as a router, or provide wireless services?


CTC does provide rental of modems which have wireless router capabilities. If you are not sure if the modem you have from us is wireless, call our Front Desk at 706-375-3195 and ask a Customer Service Representative.





Billing

What month am I paying for?


Services are billed for the month ahead. For example, an October 1st bill will include October’s phone an Internet purchases that accrued during September’s billing cycle.




When will I receive my bill each month?


Customers will receive their bill on or around the 25th, giving you 15 days to pay in full.




When is my bill due each month?


Bills are due on the 10th of each month. If not paid by the 10th a late fee will be added the following day.




What additional fees can I expect on my bill?


    • A rental fee for any wireless Internet modem/router that our technician may have installed at your home or business.
    • FCC mandated charges and taxes.
    • Other fees may apply in certain instances such as overdraft fees.




Why is my bill higher than expected?


  • Your first bill may be higher than expected, and higher than what you will see on your usual monthly bill because of prorated charges (if you began service in the middle of a billing cycle), or any installation or equipment charges
    • If you are not a new customer and your bill is higher than expected, check your bill detail for any mandated charges or rate changes.

      If you still have questions about your bill, give us a call 706-375-3195.





General

How much is the deposit for service?


We require a $75 deposit




What do I need to apply for services?


You will need a government issued photo ID and the physical address for the location where services will be installed.




When do I get my deposit back?


If services are disconnected, it usually takes 3 months for deposits to be refunded to the customer.





Troubleshooting

Why is my Internet running slow?


Often, when customers notice slow Internet speeds, it is because a device or multiple devices in their house are using an unfair amount of the customer’s bandwidth, causing other devices to perform slowly. One experiment you can try is to restart the device that is having trouble (power-off/power-on), in case there is an issue within the device that needs a reboot. Some other common culprits we have seen are things that go on that you might not even see happening, like operating system updates on either your computers or WiFi-connected phones. Another experiment you can do is shut down and power off all your devices (both wired and wireless, and don’t forget smart-tv’s, streaming boxes, and WiFi-connected cell phones) that are connected to your router, except for the one where you noticed the trouble. If that seems to help your device you left powered on perform better, try turning one more device on, then wait 5-10 minutes and test again to see if your connection is still performing well. Do this with each device, one-by-one, until either you find the device that seems to be using excessive bandwidth and slowing things down, or until you have powered all the devices back on. If turning all the other devices off didn’t help, thoroughly examine your computer, cell phone, or other device that you left on throughout this testing to make sure it is operating correctly. If none of your connected devices seem to be the cause of the issue, call our repair line at 706-375-3361.

  • Providing customers with the best Internet service possible is our goal. However, Internet performance may vary due to conditions outside of our network control. Therefore, no minimum level of speed is guaranteed.
    • Conditions affecting speed may include: customer location, physical equipment limitations, network congestion, server or router speeds of websites accessed, inside wiring, or telephone conditions.




My WiFi will not work through my entire home. What are my options?


This is a common problem with many different solutions. We suggest purchasing a WiFi extender and placing it in a part of the home that does not receive a quality signal. The extender should be close enough to your router/modem to receive a signal.




My modem/router lights are blinking, but I cannot access the Internet.


If there is more than one device connected to the network, try another device to see if you can access the Internet. If you succeed in using the Internet on a different device, try to reboot or restart the device that has lost connection. If the first device does not connect after reboot, you will probably need to contact the manufacturer’s customer support for that device to determine the issue. If you cannot access the Internet from any device, unplug the modem’s power for 30 seconds, and then, after plugging the modem back in, reboot/restart all devices connected to the network. If you are still unable to connect to the Internet after resetting the modem and all devices, please call our repair department to request a service call. A service technician will visit your home or business, usually the same day.




I am unable to surf. My screen displays “this page cannot be found”.


Disconnect the modem and/or router from power and wait at least 30 seconds before restoring power to both.




My streaming service isn’t working and I have a strong WiFi signal.


We do not endorse any specific streaming TV services and do not provide technical support for them. However, if you call our repair department and request a service call, one of our technicians can verify that the Internet connection is working as it is supposed to, and if you experience further issues, you should contact your streaming service for further assistance.




How do I password protect my router?


  • If you have a router provided by Chickamauga Telephone, the installing technician should have provided you with the password or it may be on a sticker on the router. Sometimes, the WiFi password is also called a ‘WPA key’. The password or WPA key will be case-sensitive. If you cannot locate the password, please call our Repair Department at 706-375-3361 for assistanc
    • If you have your own personally-purchased router, you will need to refer to the manufacturer’s instructions to set passwords on your router




Help! I have forgotten my WiFi password


If you have a router provided by Chickamauga Telephone, the installing technician should have provided you with the password or it may be on a sticker on the router. Sometimes, the WiFi password is also called a ‘WPA key’, especially if it is printed on the router’s sticker. The password or WPA key will be case-sensitive. If you cannot locate the password, please call our Repair Department at 706-375-3361 for assistance




How do I turn the firewall on or off for my Windows computer?


  • There are several different types of firewalls and they all do the same thing: protect your computer from intruders. Therefore, it is very important to keep your computers firewall turned on and have an active antivirus program.
    • To learn how to turn your firewall on or off on a Windows computer:
    • Read Microsoft’s guide for Windows 10’s firewall
    • Check out Microsoft’s how-to guide for Windows 7 or 8,




How do I set up my CTC/Nexband email on my smartphone?


Please visit our email support page where you’ll find the appropriate settings in the Configuring External Mail section





Voice

How can I change my phone number?


Please contact our office at 706-375-3195 and we will be happy to assist you. Please note that changing your phone number may result in additional charges on your next bill.




How do I add my number to the “Do Not Call” list?


Please click here to find out how to register your number on the Do Not Call list.