Internet Troubleshooting

Questions and guides for internet troubleshooting are listed here!

Internet Guides

Check these guides out if you have any questions on the functions or layout of your modem.


Docsis 3.0 Cable Modem (Non-wireless)

Surfboard SBG6580 Wireless modem


Emta Arris Docsis 3.0 Phone Modem

Note: Requires free Adobe Acrobat Reader to view. Click here to download. No guides at this time

Internet Questions

Webmail link:
Account Name / Email Address: your email address (
Password: your PLBB password

Incoming Mail Server - requires SSL:

  • Use SSL: Yes
  • Port: 995 for POP3 or 993 for IMAP
  • Username:

Outgoing Mail (SMTP) Server - requires TLS or SSL:

  • Use Authentication: Yes
  • Port for SSL: 465
  • Username:
  • User/Pass Authentication Required

Contacts and Calendars Client Settings: CalDAV Server

  • Username:

Contacts and Calendars Client Settings: CarDAV Server

  • Username:

No, this is not a DSL connection. DSL is primarily ran through phone wiring which can limit the speed and functionality of the service. Our internet is ran through fiber optics and coaxial cables which allow us to provide very fast and responsive internet.

No, there are no data cap on the service. This just refers to how fast the service is.

No, we don't throttle the internet at all. You can use it as much as you want.

Mbps stands for "Megabits per second". It is the measure of how fast our internet is

Bandwidth has a few meanings but in this case it refers to the amount of data that can be processed or the frequency that a wireless router is running.

Phone Troubleshooting

Questions and guides for phone troubleshooting are listed here!

Phone Guides

Feature Guide
Advanced Calling Features

Phone Documents

If you are porting your phone number, you can use the Letter of Authorization link below to fill out a digital release form. (Can not be used if you are with AT&T)

Telephone service provider Letter of Authorization
Updated E911 Form

Phone Questions

No. You can utilize your VoIP phone service as your primary means of phone service.

Yes, you can use multiple phones with the VoIP service by using multiple jack extensions, cordless phones with extra handsets, wireless phone jacks, etc.

In residential instances, up to 4 telephone numbers are supported. the basic and standard service packages come with one telephone number. Additional telephone numbers can be provided for an extra fee.

Taking your telephone number with you to any VoIP or telephone carrier is called Local Number Portability. Here are some helpful hints if you want to take your telephone number to your new VoIP service:

  • Do NOT terminate your service with your existing company. It is best to wait until the number is ported to terminate service with your existing phone company.

  • Be aware that when terminating service with a wireless company, you may be obligated to pay any early termination fees under your existing contract. Also, when terminating service with any company, you are usually required to pay any outstanding balance owed.

Generally, you won't notice a difference between a landline phone and a VoIP phone. However, if the internet is extremely congested, there could be a degradation of quality in specific but rare instances.

Yes, VoIP allows web surfing while making and receiving VoIP calls simultaneously.

No, your service provider has technicians and tools that will set your VoIP service up and automatically provision the devices that connect to your home telephone wiring to make the VoIP service work.

Simply dial *62 from your home telephone. You can also dial your telephone number and press * when the messaging system answer, then follow the instructions.

Television Troubleshooting

Questions and guides for television troubleshooting are listed here!

TV & Remote Guides

iGuide User Manual for use in operating your digital set top box.

DVR / Set Top Box Guide


Access this guide to see the button functions and steps on how to sync it with your TV.

Remote Control Guide

Note: Requires free Adobe Acrobat Reader to view. Click here to download.

Television Questions

One of the first things you can try to make sure the remote is on the correct selection to control the cable box. To do this, all you have to do is hit the "CBL" button and try to change channels again. If this doesn't work might need a new pair of batteries.

The digital signal that we send is running at 720p which generally is a widescreen format that will have a black bar at the top and bottom of the screen. Our HD signal runs at 1080p and will be more crisper for an image as well as being full screen.

Not at this time, however we are transitioning to a 100% digital signal. This process will be starting the spring of 2016. If you have a TV 2006 or newer, there is a good chance a digital tuner is already built in and no additional equipment will be necessary (please check your tv manual if you are unsure) for Expanded/Basic Cable. If you have an older "tube" TV, you will need to have a cable box to receive the digital signal. For more information about this transition to digital cable TV, please give a call to our support staff at 1-800-236-8434

Each Television brand are a little bit different but here is a general overview of how to do a channel scan:

  • Find the "Menu" or "Settings" button on your remote.
    Note: If you have a Smart TV, they generally have a "Smart Button" that you may have to use to get to settings. This is usually in the shape of their logo.

  • Locate the Channels or Tuner Set Up option.

  • Check the menu for Antenna Type or Connection Type.

  • Make sure that Cable is the selected option.
    Note: Some manufacturers may have it labeled as Digital Cable, CATV or Cable STD.

  • Depending on the brand of TV, it should have for selection either Channel Scan, Auto Program, or Auto Tune.

  • Allow time for the TV to complete the scan. The process may take up to an hour.

  • Once complete, confirm the menu promts and then exit out of the menu.

Once you have completed this you will be able to pull in all stations on either the expanded or basic cable tier, all depending on which service you have

  • Turn your TiVo box on.

  • Turn your TV on either by using the remote for the TV or the buttons on the TV.

  • Once the box and TV are both on, press the TiVo Button at the top of the TiVo Remote to open your menu.

  • Next, go to Settings and Messages > Settings > Remotes & Devices > Remote Control Set Up > and follow the prompts 1-5 to sync your remote.

The Office

Business Hours

Our standard operating hours are:
Monday - Friday 8AM to 6 PM

Technical Support Hours

Technical support is available 24 hours, 7 days a week.