Technical Support Chat

FAQs

FAQs 2017-11-07T03:51:33+00:00

General

You will need a photo ID and the physical address of where you are requesting service.

It is based on customer’s past credit history.

We conduct a credit check for new customers to determine the level of deposits.

We have this system in place now using a three-star indexed credit rating as follows:

  • 3 star = good credit and credit score above 959
  • 2 star = fair credit and credit score above 484
  • 1 star = poor credit and credit score between 0-484

The star ratings will dictate the deposit amount for these services:

  • Triple Play & Security: 3 star – $0, 2 star – $150, 1 star – $300
  • Triple Play (telephone, TV, internet): 3 star – $0, 2 star – $100, 1 star – $200
  • Television: 3 star – $0, 2 star – $100, 1 star – $200
  • Telephone: 3 star – $0, 2 star – $30, 1 star – $30
  • Security: 3 star – $0, 2 star – $100, 1 star – $200
  • Internet: 3 star – $0, 2 star – $50, 1 star – $100

WISP Customers – Our WISP customers pay a $99 up front installation charge and their first month’s service up front (pro-rated). There is no other credit deposit.

Installation time will depend on the services you are connecting to. It is 3-4 weeks for a typical residential installation. There are other factors that may increase or decrease this time and we will make every effort to have your installation scheduled sooner. If you have had prior service with FTC your service could possibly be restored quicker.

You will be given an installation date and time when services are ordered.

After being in service for one year and paying your bill on time, then your deposit will be refunded to you with interest.

Please visit this page to learn more about fiber availability in your area.

Account & Billing

Your first bill is typically higher than your average bill because of the following potential charges:

  • A partial month of service if you start service in middle of a bill cycle (prorated charges).
  • Your first full month of service billed in advance.
  • Any incurred activation fees and equipment charges.

If your bill is not paid on the appropriate due date, you will receive a late fee. After 45 days of not receiving payment, services may be disconnected.

The Access Recovery Charge, or ARC, allows incumbent local exchange carriers, such as FTC, to recover part of the revenues lost through FCC required reductions to access rates.

On the backside of your billing statement there is a CHANGE OF ADDRESS form. Fill out the information you would like to have updated/changed and mail the form back to FTC.

P.O. Box 217
Rainsville, AL 35986

Internet

A simple reboot to your Smart RG WiFi router could save you a call to tech support.

Make sure to follow the order listed to turn the equipment off and back on in a particular sequence.

  1. Shut down the device you are using to connect to the Internet (e.g., a computer, laptop, smartphone, tablet, etc.)
  2. Unplug your wireless gateway, modem or router from the electrical outlet and leave it unplugged for at least 10 seconds.
  3. Check for loose cables.
  4. Plug it back into the electrical outlet and wait 30 seconds.
  5. Turn your computer (or other device) back on and try reconnecting to the WiFi connection.

If this does not resolve your internet connection issue, call technical support at 866.698.0926.

Run a speed test.

  1. Connect an Ethernet cable directly from your modem to your computer (testing with Wi-fi can significantly impact your results).
  2. Click Here, then click “Begin Test” in the box that appears at the top of your screen.
  3. We recommend that you run the test several times, at different times of day for an accurate sampling.
  4. Please let us know if your download speed does not reflect the tier of service to which you subscribed.

What could adversely affect my test results?

  1. Run the speed test over a wired connection directly to your modem. Performance over a Wi-fi network is greatly impacted by a number of things not within FTC’s control. Try connecting directly to the modem before running your speed test.
  2. Multiple devices on the same connection in your household could affect the reading. Try to run the test at a time when the only running device is the computer you are using to run the test.
  3. Run the speed test at different times of day. If you test during the hours with the highest network traffic, there is no way to guarantee your speed unless you subscribe to a dedicated connection.
  4. What is the age of your computer? Just like all technology, computers and equipment advance at a rapid pace. It is possible that if you use an older computer, it will be unable to fully utilize the speeds delivered over your internet connection.
  5. Make sure all programs are closed on your computer before running the test. If any programs were running when you ran the first test, shut down all programs and run the speed test again to see if it affects your results.
  6. Re-start your device to ensure an accurate reading. Try to run the speed test right after restarting your computer, or check your Task Manager to shut down any active processes before running the test.
  7. Virus and malware could also impede your computer from running at full speed. Be sure that you keep your computer protected from these malicious programs by installing virus and malware protection.

FTC provisions our modems and engineers our network to provide our customers the speed to which they subscribe. However, we cannot guarantee that you will achieve those speeds at all times, which is why the service is advertised as “up to” a specific level.

FTCtv

?Local channels are included in all FTCtv packages. 

?Twice a year, at the Spring and Fall Equinox, satellite sites in the Northern Hemisphere experience reception interruptions due to the transition of the sun. Reception interruptions span a period of about ten days as the Sun aligns directly above the satellite and the antenna. This affects any channel received via satellite and causes a signal reception outage depending on which satellite the Sun is aligned with at the time. The outages usually last less than 10 minutes.?

Any FTCtv subscriber who subscribes to the Expanded Basic package can watch TV on the go. Some channels are only available if you subscribe to Variety and Hispanic tiers. Each subscriber must set up their username and password to be able to access FTCtv Everywhere to watch TV from any device connected to the Internet.

  1. If you are already have a SmartHub account, simply log in to your SmartHub account. Click the “Edit TV Everywhere” link in the left sidebar menu and follow the prompts by creating a username and password. You will gain access to FTCtv Everywhere within 4 to 24 hours.
  2. Go to www.farmerstel.com/ftctv-everywhere.
  3. Select FTCtv as your provider and use your TV Everywhere username and password to watch live programming with any device connected to the internet.
  4. You will then download individual apps, or you may choose to use the links provided on the FTCtv Everywhere webpage.
  5. Call 256.638.2144 for assistance if needed.

If you haven’t signed up for SmartHub yet, you will need to do so to gain access to FTCtv Everywhere. Click here and fill in the information asked. A few things you will need to know when signing up is your FTC account number, last name of the account, mailing zip code, recent bill amount and/or your CPNI password. Most of this information can be obtained from your most recent bill or by calling an FTC customer service representative. You will also be asked to select a hint question and answer for security purposes. After you accept the terms and conditions and click submit, you will receive an email with a temporary access password. You will be required to change your password to access your account. Once this process is complete, please follow the directions above to activate and/or access your FTCtv Everywhere programming.

    1. Go to http://farmerstel.com/ftctv-everywhere/
    2. Click the channel you want to watch. You will be taken to the channel provider website.
    3. Select FTCtv as your television provider from the provider list on the site.
    4. Sign in with the username and password you created when you signed up for FTCtv Everywhere.

To sign up for FTCtv Everywhere CLICK HERE.

You can manage your FTCtv DVR from any device with internet access to view, schedule, change or delete your recordings.

You must have a SmartHub account to set up/manage and access your FTCtv Remote DVR.

You can also download the FTC RDVR app for Apple or Android.

Go to ftctvdvr.farmerstel.com and use your SmartHub username and password to log in. It could take a few seconds to authenticate your account information.

You can also download the FTC RDVR app for Apple or Android.

Your remote can control up to four devices. At installation your remote was setup to control your FTCtv receiver. The remote is also capable of controlling up to three other devices, such as a TV, DVD player, or home theater system. You can find information in the Remote Control Guide that came with your remote control on how to program your remote to additional devices. You can also download a copy here.

SmartHub

SmartHub makes it possible to access your FTC account — even multiple accounts— from your computer, table or smartphone. You can:

  • View and pay your bill online
  • Get accurate, timely account information
  • Make payments in a secure environment

Download the FREE app today that is supported for both Android and Apple devices.
(Search for SmartHub (must be all one word) in the Apple Store or in the Android Market. If duplicates appear, choose the app by National Information Solutions Cooperative.)

Click here or go to farmerstel.com and click on Customer Tools – Pay Your Bill. Click on “New User? Sign up to access our Self Service site.”A few things you will need to know when signing up is your FTC account number, last name of the account, mailing zip code, recent bill amount and/or your CPNI password. Most of this information can be obtained from your most recent bill or by calling a FTC customer service representative. You will also be asked to select a hint question and answer for security purposes. After you accept the terms and conditions and click submit, you will receive an email with a temporary access password. You will be required to change your password to access your account.

If you need assistance please call our customer service representatives at 256-638-2144.

Our Mobile Apps are native Applications that can be downloaded and installed on your compatible mobile phone or tablet device. The Web version is internet accessible from any web enabled device. Both the Apps and the Web version give you secure access to maintain your account information, view your bills, see payment history, make payments on one or more accounts, set up recurring payments and report problems.

The Web has a Profile page available for you to maintain your personal information, password, security pass phrase and stored payment methods.

The Apps allow you to find and get directions to office locations and payment drop boxes using the map feature on your device.

Our Apps are supported on the following platforms:
IOS 5.1 and above (iPhone and/or iPad)

Android 2.2 and above (Smartphones or tablets)

Yes! All critical information is encrypted in every transaction run and no personal information is stored on your mobile device. Mobile devices do offer you the ability to store your login information for Apps installed on the device. If you choose to store your login information, any person who has access to your mobile device can access your account.

Simply look for SmartHub in the Apple Store® or in the Android® Market.
Search: SmartHub (not case sensitive but must be all one word), if duplicates appear the correct App is provided by our partner, National Information Solutions Cooperative.

No. Our App is free to download and install.

No. You can take advantage of all of the features of SmartHub and continue to pay your bill as you currently do.

Yes. The Web home page shows all of your accounts with the amounts due and hyperlinks to other detailed information. On the App, tap the Bill and Pay icon. The total due of all accounts shows and below it you can select different information by account, such as partial payment option, billing history and payment history.

Web: To pay the total amount owed on all accounts, click the Pay Now button in the upper right corner of the screen or the Make Payment button on the home page. You can also make a payment to a single account or partial payments to all accounts by clicking on the Billing & Payments button. It will allow you to check the accounts to be paid and change the amount for each account by clicking on Other Amount. After entering the amounts to be paid click the Pay Now button.

App: Tap the Bill & Pay gadget. If paying the total amount due, tap the Pay button. If paying a partial payment, tap the Pay Partial Amount, tap on the account and adjust the Pay Amount.

The information you see in the App and in the Web is shown in real-time, so it’s always accurate. However, if you keep your App or the Web version open for an extended period of time, you should refresh the page by selecting a new option in order to ensure the information is still current.

On the App, tap the Map and you will see all the office and payment locations available to you. To get directions, tap the location and an address box comes up. Tap the address box and the Map/GPS Navigator options appear. Tap on the preferred method and follow the instructions.

Email

FTC has partnered with the Zimbra Collaboration Suite to provide our members with a new integrated email suite. This upgrade brings an efficient email hub for personal or professional task management. Each customer now has a customizable Web interface that makes it a breeze to add reminders to your calendar or pay bills online. App-style buttons allow you to easily navigate between social media pages, or to check the local weather before the kids head to the bus stop. You can login under Customer Tools – Email or by clicking here.

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Capital Credits

Your capital credits are your amount of patronage capital.

Patronage capital is the margin, or profit, left over each fiscal year after FTC pays all of its expenses.

Patronage capital is allocated and assigned to members as capital credits based on the amount of business
they conduct with FTC during the year, and therefore represents a member’s investment in the cooperative. The more business a member does with FTC during the year, the larger their portion of the capital will be.

FTC mails a patronage statement in August of each year to everyone who did qualifying business with the cooperative. The statement shows the total amount of patronage capital allocated and assigned to you for the year.

FTC is proud of the fact that in its history of 60-plus years, the cooperative has returned more than $18 million to members. This year, FTC is refunding patronage from a portion of 1988. The total amount being refunded is approximately $232,000. Refund checks are mailed to members in July of each year.

Capital credits must remain with your cooperative for a certain amount of time. They are used to invest in facilities necessary to keep the company operating.

Remember, capital credit refunds are based on the amount of business each account holder has done
with Farmers Telecommunications Cooperative. If your neighbor’s refund check is larger than yours, then your neighbor did more business with FTC during the period of time covered by the refund.