Support

Internet

If you have a modem, unplug the ethernet cord from the router and connect it directly into your computer. If you do not have a modem and only use a router, locate the ethernet cord and disconnect it from the router and connect it directly to your computer to accurately measure speed arriving at your location.

SPEED TEST

Fiber To The Home (FTTH) is a state-of-the-art fiber optic infrastructure that brings fiber optic service all the way to the home. It is the most current technology that is “future proof”, capable of delivering ultra-fast Internet connections, plus home telephone and TV service.

Copper’s capacity is far less than that of fiber. Copper can support high bandwidth for only a few hundred yards. The longer a signal travels on copper, the lower the bandwidth.

Optical fiber is unique in that it can carry high bandwidth signals over enormous distances. Fiber is also better able to support upstream bandwidth – that is from a user to the network.

Customers are constantly needing and demanding higher amounts of bandwidth in their homes and businesses. This fiber investment prepares us all for what’s to come in the future.

  1. Customer Care creates the order and submits to the Plant Department.
  2. The planning process begins. We start staking where we will install fiber.
  3. A contractor will run a fiber drop underground to your home.
  4. Technicians will splice one end of the fiber and connect it to the main cable at the road which will feed the light signal to the home.
  5. Technicians will mount boxes called ONT’s (Optical Network Terminals) on each home or business. ONT’s convert the pulse of light from fiber into electrical signals.
  6. An appointment is scheduled at your home/business to install an indoor battery backup unit. Our trained technicians will finish any additional work that is needed at this time. Once your order is complete, it’s now time to enjoy your service(s).

Randolph Communications Fiber Internet is your source for watching your favorite movies and TV shows, live or whenever you want, without cable or satellite service.

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Voice

Basic home phones, non-cordless phones, will operate in the event of a power outage. Because your line is tied to a specific address, calling 911 means the police or fire department will know your exact location, even if you can’t answer the operator or leave the phone off the hook. Cellphone GPS technology is getting better, but emergency services still have to try and pinpoint your phone within ten to one hundred feet. If your services are on fiber, then your battery back-up will provide up to eight hours, but not guaranteed. Additional battery back-ups can be purchased to increase usage time.

Through the process of elimination, you can find the source of your trouble. Try disconnecting your telephone and related equipment (answering machines, computer modems, fax machines, fire alarms, etc.) one at a time from the telephone jack only. Check for noise on a different set after unplugging each set. If noise stops, the problem is most likely associated with the last piece of telephone equipment you have unplugged. Removing it from the line until it is repaired or replaced will remove your noise or static problem.

The problem may be in the telephone line outside your home or business. If you can locate your Network Interface Device (NID) and can access the test jack, connect a working telephone set to it. If you connect a telephone to the NID and hear dial tone, the problem is most likely associated with your telephone sets, jacks, equipment, and or inside wiring (follow steps outlined above for “Noise or static on the line.”) If you can hear dial tone, the problem is most likely associated telephone line outside your home or business. In that case call us at 611 or 879-5681.

Chances are the service outage you are experiencing is due to telephone-related equipment failure in your home or business. Disconnect the non-working equipment and reconnect it to a telephone jack that has a working telephone, if still no dial tone, the problem is in the telephone set. If you get dial tone, the problem is most likely associated with the inside wire or jack.

It is possible that Call Forwarding has been activated on your telephone. Try dialing *73 to disable this feature.

Wireless

Yes, Randolph Wireless will gladly allow you to keep your current cell phone number. Just bring in your present cellular phone bill, and we will take the steps to port your number.

Yes, please call a Customer Care Consultant to add International calling to your account.

Note: Once International calling is added you may incur additional roaming charges while in states. It is recommended that you add International calling right before you leave to go out of the country. Once you return you must call the office to remove the International calling. We are not liable for any roaming charges that you might incur.

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Billing

The FCC has issued a number of requirements and standards that local telephone companies must follow when billing customers. These requirements are commonly referred to as “Truth in Billing” (TIB). The FCC ordered these changes to help consumers better understand how they are billed for various services and to combat the increased incidence of slamming, cramming, and other telephone fraud abuse.

In summary, the TIB rules require the following:

  • The name of the service provider associated with each charge must be clearly identified on your bill.
  • When two or more service providers appear on the same bill, the charges must be separated by specific company.
  • Telephone bills must include clear and conspicuous notification of any new service providers.
  • The charges listed must be accompanied by a brief, clear, non-misleading, plain-language description of the services rendered. Furthermore, when a bill contains charges for basic local service, in addition to other charges, the bill must distinguish between charges for which non-payment will result in the disconnection of local service (“deniable” charges) and those for which non-payment will not result in the disconnection of local service (“non- deniable” charges).
  • The bill must include clear and conspicuous disclosure of inquiry contacts.
  • Your first bill may be prorated depending on your date of signing up for service.

Your monthly recurring charges are billed one month in advance, so your first bill includes a charge for your next month’s plan. If your service starts in the middle of your bill cycle, your first bill will show prorated charges for the number of days from the start of your service to the beginning of your first full bill cycle. Install fees will also be included on your first bill.

Remote Support

Download the TeamViewer Application to start a remote support link with our team.

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