Facebook pixel
FacebookTwitterInstagramVimeoLinkedIn

FAQs

Home/Support/FAQs
FAQs

General

We can accept orders over the phone, by email, or in person at our business office.

You need a photo ID and the physical address of where you are requesting service. We will need a signed service agreement before we can complete a service order to get service established.

There is a $75 deposit for all new broadband Internet customers.

There is a $30 deposit for all new voice customers.

Charges may exceed this amount if there are past due amounts owed by the customer.

There are new customer connection charges in addition to the deposit, which are $25 for new broadband customers and $19 for new voice customers.

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.

Click here to learn more.

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.

If disconnected due to non-pay, you will incur a non-pay disconnect penalty and late fees. You may be charged a reconnect fee, depending on the number of days service is suspended.

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.

You can easily change your billing address in your SmartHub account. After logging into your Smarthub account, click on “My Profile” and then click on “Update my billing address and contact information.” Enter your new information and the effective date. Only items with new information will be changed.

You may contact our business office at 866-638-2144 during regular business hours with your account information and request changes with our customer service.

Learn more about capital credits here.

Internet

A simple reboot to your 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. Click Here, then click “Begin Test” in the box that appears at the top of your screen.
  2. We recommend that you run the test several times, at different times of day for an accurate sampling.
  3. 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. 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.
  2. Run the speed test at different times of day.
  3. What is the age of your device? Just like all technology, computers and equipment advance at a rapid pace. It is possible that if you use an older device, it will be unable to fully utilize the speeds delivered over your internet connection.
  4. 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.
  5. 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.
  6. 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.

No, our broadband service includes a Wi-Fi enabled router. You may need to add additional Wi-Fi access points to extend your coverage for an additional monthly fee.

You can also use your own router if that is what you prefer. If you choose to use your own router, please know that FTC technicians will have limited ability to help you remotely troubleshoot any Wi-Fi issues, and it could result in service fee charges for an onsite technician.

Your default Wi-Fi password will be typed on a white sticker located on the top or back of your router.

You can manage your Wi-Fi password with your Command IQ app. Download the CommandIQ app from either the Google Play store or Apple App Store. Search for CommandIQ to find the correct app.

A Gig (Gigabit) is the equivalent of 1,000 Mbps (Megabytes per second) and gives you access to next generation Internet technology.

1 Gig is 100 times faster than today’s basic broadband speeds.

With a Gig you can:

  • Download an HD movie in less than one minute
  • Download 100 digital pictures in three seconds
  • Stream multiple movies and/or TV shows
  • Download 20 GB video game in less than three minutes
  • Download 100 digital music files in less than four seconds.

Amazon Prime Instant Video:

  • 0.9 Mbps –  SD (480p)
  • 3.5 Mbps – HD (720p)

Netflix:

  • 0.5 Mbps – Minimum speed
  • 1.5 Mbps – Recommended speed
  • 3.0 Mbps – SD (480p)
  • 5.0 Mbps – HD (720p)
  • 25 Mbps – Ultra HD (1080p)

Hulu:

  • 1.5 Mbps – SD (480p)
  • 3.0 Mbps – HD (720p)

iTunes Streaming:

  • 1.5 Mbps – SD (480p)
  • 3.0 Mbps – HD (720p)
  • 5.0 Mbps – HDX (1080p)

VUDU:

  • 1.0 Mbps – SD (480p)
  • 2.2 Mbps – HD (720p)
  • 4.5 Mbps – HDX (1080p)

YouTube:

  • Recommended: at least 05 Mbps
  • 1.5 Mbps – SD (480p)
  • 3.0 Mbps – HD (720p)
  • 5.0 Mbps – HDX (1080p)

Learn more here.

Learn more here.

BLAST Ultimate Wi-Fi (GigaSpire)

The LEDs located on the corner of the GigaSpire provide information on the status and current state of the device. Below, you will find a detailed status of the power-up cycle.

Power-up Status Function LED Status
Off Power is off.

  1. The unit has not been turned on, or
  2. There is no power to the unit, or
  3. The UPS battery has been discharged and there is insufficient power to continue operation.

Note: All four LEDs are Off.

 LED Off
Booting Up, Software Upgrade in Process Unit is in the boot-up process or service/software is being upgraded. Flashes cyan every second assuming software has taken over.

Note: All four LEDs are On.

 Booting Up
Boot-up Failure Boot-up failed (assuming software has taken over)

Note: Cycles at 8/10 of a second.

Note: All four LEDs are On.

 Boot Up Failure
Connected to Internet Unit has successfully booted up, local services are up, and connected to the Internet.

Note: LED 1 is lit. LED 2,3,4 are Off.

 Connected to Internet
Service Failure, No Internet No service, no Internet.

Note: All four LEDs are On.

Notes: Cycles at 1.6 seconds.

 Boot Up Failure

WPS stands for Wi-Fi Protected Set-up and is a security standard that makes it easier and faster to connect your GigaSpire to other wireless devices. Instructions below show you to use the WPS button for pairing.

Status Function LED Status
WPS Pairing Attempt WPS is enabled after you press the WPS button a single time.

The GigaSpire will stay on pairing mode for 120 seconds. During this time other Wi-Fi capable devices can be paired to the GigaSpire by pressing a similar button on a mesh satellite.

Note: All four LEDs are On.

Note: Cycles at 5/10 of a second.

 WPS Pairing

When the LED is solid blue, which indicates an active Internet connection, or is blinking red, which means there is no service or Internet connection detected.

The best place to put the GigaSpire is in a central location with good “line of sight” visibility to the main areas of your home. If you need to place the GigaSpire in a non-central location and find it does not reach all the areas in your home where you use the Internet, you can request a mesh unit to extend your signal.  

Tip: Avoid placing the GigaSpire next to large appliances, behind TVs, or in “service closets” such as power distribution or fuse panels. While the GigaSpire is designed to provide extensive wireless range and coverage, these devices are sources of interference and may reduce your throughput or range.

For best performance, be sure to place the GigaSpire upright and in a central location.

The GigaSpire supports both 2.4 GHz and 5 GHz radios. However, if you still find you have problems, contact your service provider for assistance.

You can press the RESET button on the back of the GigaSpire for at least 10 seconds for a factory re-set, but only take this step if your service provider requests that you do this. You will lose Internet service.

You can purchase an inexpensive gigabit switch and plug that into your LAN port, this will give you the ability to plug in multiple devices. 

Use the following methods to reboot your GigaSpire:

1) Remove power from the GigaSpire for 10 second, then reapply power. 

2) Press the RESET button on the GigaSpire for less than 3 seconds.

If your device supports WPS, simply follow the instructions included with your device’s installation manual. Press the WPS button for less than 3 seconds on the back of the GigaSpire when instructed.

The GigaSpire supports the following 802.11 standards on its wireless radios:

5 GHz: 802.11ax (Wi-Fi 6), 802.11ac, and 802.11n

2.4 GHz: 802.11ax (Wi-Fi 6), 802.11n, 802.11g

If the GigaSpire is blinking red after going through the steps listed in the quick start documents included in the packaging, that’s an indication that it was unable to get an IP address from the Internet device it is connected to. In some cases, the modem your GigaSpire is connected to, which provides access to the Internet, will need to be rebooted to allow for the GigaSpire to obtain an IP address. If after rebooting the modem, if your system is still not able to connect and is flashing red for several minutes, please contact your service provider. 

In addition to the LED status on the GigaSpire, you can also verify the status by logging into the web interface of the GigaSpire and view its status.

On the home page, the status will give an At A Glance overview that will show a green “check” meaning that you have a connection to the Internet.

If you would like more detailed information, you can click on the Status tab, then Connection to see items such as your WAN IP, DNS server IPs, and WAN MAC Address. These are some helpful details your ISP may ask you for when assisting you with any connection issues.

Advanced users may need to access the Embedded Web Interface (EWI) to configure features such as port forwarding or LAN IP addressing. To access the EWI, you can use the default admin account using the credentials printed on the label on the bottom of the GigaSpire. However, if you used the CommandIQ mobile app to change your Wi-Fi password, then it also will have changed the admin password for the EWI.

You can find out your GigaSpire model using the following methods:

    1. You can determine the model using the sticker that is located on the bottom of the system.
      Name GigaSpire u12x GigaSpire u12 GigaSpire u6.2 GigaSpire u6.1
      Product Name GS2026E GS2020E GS4227E GS4220E

       

      2. If the GigaSpire has already been added to your CommandIQ mobile app, you can find the Model Number in the app.

        • Select Network Map from the Dashboard.From the Network Map page, tap the Router icon on the left side.The Model Number can be viewed on the pop-up window.

The GigaSpire cannot be rebooted using CommandIQ.

Yes, you can use the following descriptions on how to click the WPS button to connect wireless devices to your GigaSpire network based on the type of device:

  • Press the WPS button once, held for 1-2 seconds, to associate general devices, such as Wi-Fi enabled printers. 
  • Press the WPS button three times, held for 1 second with each press, to associate ISP-provided Wi-Fi set-top boxes.
  • Press and hold the WPS button for 5 seconds to pair a GigaMesh or GigaSpire system as an extension of your Wi-Fi network. A green flashing LED will be visible if successfully executed. 

The GigaSpire 2.4 GHz and 5 GHz radios select the channel only on boot up.

CommandIQ™

Download the CommandIQ app from either the Google Play store or Apple App Store. Search for CommandIQ to find the correct app.

Your Wi-Fi (SSID) name should be something unique and that you remember. You will likely not want to change your Wi-Fi name and password often as you would have to reconnect all the devices in your home after changing the name.

Yes, Wi-Fi SSID names are case sensitive.

Simply turn off Wi-Fi on your phone and wait for it to connect to the cellular network. You can then enter the app and select the checkmark icon to turn your profile back on. We would recommend that you remove your phone from the profile if you do not want to accidentally turn yourself off.

The app version can be viewed by selecting Settings and is shown at the bottom of the screen.

Settings

If you have automatic app updates set on your device the app will automatically pull in any new versions. If you do not have this set up, you can manually check for an update. Or finally, you can uninstall the current app, find it in the app store, and install the newest version.

From the settings menu, select Set Passcode. This will allow you to set a PIN that must be entered any time the app is launched. The PIN must be a minimum of 4 characters. Once a PIN has been configured, it can be enabled or disabled from the Settings menu.

From the main dashboard on the mobile app, select the drop-down menu in the upper-left corner and tap Guest Network.

Guest Network

Tap the + icon in the top right of the screen and begin the process for creating your guest SSID.

  1. Begin by typing an Event Name (this is optional).
  2. Then, name your Guest Network Name (SSID). This is the name your guests will see to connect to.
  3. It’s highly recommended that you select an encryption type to protect your network. Options for Encryption Type are None, AES, AES mixed. Select AES or AES mixed (AES mixed gives greater device compatibility) and this will bring up boxes for you to set and confirm your password for this guest network.
  4. Now you can set the start and end time for your guest network. If family is visiting for the weekend, set the network for the time they’ll be in your home. If you have guests coming over for a party, set your network only during the time of the party so it automatically shuts off at the desired time. If you toggle the on button for Endless Network, your guest SSID will broadcast indefinitely, until you manually delete or edit the network.
  5. Once you’ve configured your settings, you’ll be given the option to send a text notification to any contacts stored in your mobile device that may be attending. This will present them with the information they need to sign on to the network upon arrival.

With a GigaSpire you can initiate a speed test directly from the CommandIQ app to test the speed from your GigaSpire to the Internet.

  1. Select Bandwidth Test from the main menu.
  2. From the next page, you can view your most recent speed test, or initiate a new one by selecting Begin Bandwidth Test.
  3. After the speed test completes, it will show up in your dashboard, and you’ll also find a new notification. If you select the Notification icon from the dashboard, you can also review the obtained speeds from the recently initiated test.Note: GigaMesh or GigaSpire satellites will run a bandwidth test between itself and the main GigaSpire system. If you have one or more GigaMesh or GigaSpire in your network, you may see that your GigaMesh/GigaSpire satellite bandwidth test will show rates faster than your subscription rate.

(also referred to as your network name and Wi-Fi password)

It is important to note that anytime you change your network name and/or Wi-Fi password, you will be disconnected from the Wi-Fi until your device is reconnected with the updated network name and/or Wi-Fi password.

If you would like to make changes to your network’s SSID settings from CommandIQ, you can follow the steps below:

  1. From the dashboard, select the Settings menu at the bottom center of the screen. Or select Settings from the Main Menu.
  2. Select Update SSID from the list.
  3. At the next screen, make the desired changes then select Submit.

It’s easy to rename a connected device on your network. From the Dashboard navigate to the device you want to rename, this can be done by tapping All Devices in the middle of the screen, Devices in the bottom left, or on the specific category of the device you want to rename.

Once you have selected the device, tap on the pencil icon on the right side of the screen. This will pop up a box called Edit Device Name, where you can type the new name for the device you have selected. Once you select Submit, the device will be renamed. You can also re-categorize this device, by selecting an option from the drop down list in the center.

It’s easy to turn off Wi-Fi access to a specific device on your network. From the Dashboard, navigate to the device you want to turn off. This can be done by tapping All Devices in the middle of the screen, Devices in the bottom left, or on the specific category of the device for which you want to disable Wi-Fi access.

Once you have identified the device, you can turn off access in two locations. One, from the device overview screen, or two, by moving the toggle switch to Off on the Device Details screen. This will turn off Wi-Fi access for this device.  If you have ExperienceIQ: Enhanced Parental controls you will need to turn on/off device access at the profile level.  This can be easily done by creating a simple profile for any devices you would like to control separately.

This stands for decibel-milliwatts. It is a measure of how strong your signal strength is to a specific device. A general range is that -50 to -70dBm is considered strong, while anything over -100 would be weak. However, this also depends on the capabilities of the device, so you may have a weak signal indicated and have absolutely no problem using your device.

(both basic and enhanced)

Setting up parental control gives you the ability to set profiles and assign devices for basic on/off control. This works great for dinner or bedtimes. If you have ExperienceIQ with Enhanced Parental Controls, you have access to even more features. Ask your service provider for more information.

The first step is to create a parental control profile. You can do this within the app by selecting Parental Control from the Main menu, then tapping the + sign to create a new profile.

Then, simply enter the name for the child’s profile in the box presented. From there, you’ll tap on your child’s devices that are on your network that you would like to add to this profile and add a photo if desired to represent this profile. Once you have selected all the devices, select Submit located at the bottom of the screen.

Tapping the pause || icon allows you to instantly disable all devices connected to each profile. Or, simply tap the play symbol to bring them back online. This may take a few moments.

At any time, you can add or remove devices by selecting the profile and selecting + to add new devices, or by selecting the Remove button to remove an existing device.

IMPORTANT NOTE: One thing to keep in mind is that you should not add the device with the CommandIQ app to a profile. In doing so, it is possible to inadvertently cut off your own access to these controls. Should this occur, switch to mobile data to restart the profile that contains your app device.

You may see entries in your Device List that consist of a string of numbers and/or letters. This may happen for devices that do not send identifying information to the GigaSpire when they join the network. Typically, the string of numbers and/or letters displayed in the CommandIQ app are the hardware address (also known as the MAC address) of the device. The MAC address is typically found on a sticker on the device or, if the device has a management interface, somewhere in the network settings.

To properly identify the device, compare the device MAC address to the string of numbers/letters listed in the CommandIQ app.

Part of managing your network involves being able to enable and disable applications. On the Main Menu, you will see an option to Enable and/or Disable Application. On this button you will see a directional arrow telling you that it offers something more. Tapping the arrow will show options available to you.

By choosing Enable Application, you will discover a list of applications that are eligible for download into your CommandIQ app. To enable one, simply select it by tapping on the button and follow the instructional prompts to add this functionality.

Should you choose Disable Application, there will be a list of applications that are currently running on your app that you can disable. To disable one, simply select it by tapping on the button and follow the instructional prompts to remove this functionality.

Contact your service provider to find out what new applications you can have added to the app.

The Other category in Usage shows time spent on general web browsing, apps that aren’t identified specifically by the software, and time spent on emails. These are examples of the types of content that will be counted as Other.

  • System and Antivirus Updates
    • Content Delivery Networks
    • Web Service API
    • Network Services
    • Proxy and Anonymizers
    • Advertisements and Pop-Ups
    • Portals and Search Engines
    • Finance and Insurance
    • Computers and Information Technology
    • Business and Service
    • Unrated
    • Parking Domains
    • Dead Sites
    • Private IP Addresses

Voice

You may contact FTC to change your number at any time. Changing your number may incur additional charges on your subsequent bill.

It will require a completed ownership change form and proof of identification.

In the event of a death, you will be required to provide a death certificate and proof of executorship of the estate.

In the event of a divorce, both parties will have to sign the ownership change form.

In the event of a business ownership change, both parties will have to sign the ownership change form.

Learn more about calling features here.

  1. When using a cordless phone, make sure all connections are tightly connected and that there is power to the unit. Perhaps even try a different outlet to see if that restores service.
  2. If you have multiple cordless phones, make sure to unplug all of the cordless phones. Then plug a corded phone into the phone jack to see if you receive a dial tone.
  3. If there is still no dial tone please call us at: 256.638.2144

Cordless phones are susceptible to lightning. Unplug all cordless phones and keep a corded phone plugged in. If the line works once all the cordless phones are unplugged, begin plugging in one cordless phone at a time to determine if one was affected by lightning.

This is usually an indication something inside the home is not working properly, such as a cordless phone, answering machine, fax and/or satellite. Unplug everything from the jacks and use a regular phone to see if there is a dial tone. If unsuccessful, contact FTC at 256.638.2144.

Backup Power Information

If your home phone service is provided with our state-of-the-art fiber optic network, it requires electric power to operate. To avoid a disruption of home voice service during a power outage – and to maintain the ability to connect to 911 emergency services — we at Farmers Telecommunications Cooperative, Inc. (“FTC”) offer you battery backup power option(s).

Where to Obtain Your Battery Backup

FTC would like to ensure that our customers are provided reliable backup batteries that allow you to continue to use your home voice services during a power outage. That is why we currently provide and maintain a backup battery at no charge. If you have any questions or experience trouble with your battery backup, please call 256-638-2144 and we will provide helpful information about how to self-monitor and self-test the backup battery. In addition, FTC will arrange for a replacement battery if required.

What Your Backup Battery Can – and Can’t – Do for You

The battery backup provided by FTC is approximately 6.5 pounds (with battery) and is about 6.5” L x 7.5” W x 3.25” D.

Our backup batteries are expected to last at least 8 hours on standby power. That means the backup battery should give you approximately 6 hours of talk time.

Our backup battery does not provide power to any services other than voice. Home security systems, medical monitoring devices, routers and other equipment will not run on a home phone backup battery.

Instructions for Proper Care and Use of Your Battery

Please follow the more detailed instructions included with your battery for proper use, storage and care of your battery to ensure that it will function as needed during a power outage. If you do not store your battery correctly, it may shorten its useful life. Environmental factors such as temperature can shorten your battery’s useful life. We recommend that you store your battery above 41°F and below 104°F.  These batteries are rechargeable. They will not last forever and should be replaced every 2 to 4 years, or when your device starts to make a loud beeping sound. That sound means that the battery is depleted, and must be replaced. As instructed above, please call FTC at 256-638-2144 to schedule a replacement. You should also periodically, as described in the instructions included with your battery, remove and test your battery to verify both the operation of the backup battery and its condition.

It is the information that FTC obtains that relates to the quantity, technical configuration, type, destination, location, and amount of use of the telecommunications services you subscribe to from FTC, including broadband Internet access service (“BIAS”).  It includes the information that is found in your bills, but it does not include subscriber list information (name, address and telephone number).

Examples of CPNI would be the telephone numbers that you call, the times you call them, the duration of your calls or the amount of your bill.  Certain information relating to your use of our BIAS will also be considered CPNI and subject to additional privacy protections and use restrictions, including your broadband service plans, geographic location information, MAC and IP addresses, domain name information, device identifiers, traffic statistics, port information, application headers, usage and payload, and certain consumer devices capable of connection to broadband services, such as smartphones, tablets, computers, modems and routers.

To register by telephone, call 1.888.382.1222. For TTY, call 1.866.290.4236. You also may register or obtain additional information online here.

Learn more about international rates here.

Robo Calling

Robocalls are calls made with an autodialer or contain a message made with a prerecorded or artificial voice. Keep in mind that many robocalls are legal. Companies or organizations with written consent on paper or through electronic means from customers can lawfully make a prerecorded call or auto-dialed call to a home or a wireless number from whom they have consent. As you know, many robocalls provide helpful information such as appointment reminders, subscription refill reminders, school announcements, church announcements, etc. Unfortunately, the majority of robocalls are illegal, and reducing these calls requires a complex solution that helps identify these calls in real-time to block them without blocking lawful calls.

A positive robocall presents no harm to subscribers; some of these robocalls may even be wanted/needed.  Examples include public service announcements, appointment confirmations and prescription refills.

A nuisance robocall isn’t indicative of malicious intent or illegal, but might be a call that I don’t want to answer all the time.  Examples include promotional offers, solicitation, accounts receivable.

A high-risk robocall often includes loss of money, invasion of privacy and identity theft.  These callers are trying to gain a caller’s trust to prey on them.  Examples include spammers, spoofers and scammers.

  • Spammers place automated phone calls in a manner that is in willful non-compliance with state and federal laws governing the use of automated dialing.
  • Spoofers knowingly transmit misleading or inaccurate Caller ID information. These calls may be placed manually or through an auto-dialer. Spoofers often use various methods to mask their telephone number in order to show a completely different number–often a number that may be local or familiar to you.
  • Scammers disregard state and federal laws to make calls with the intent of committing identity theft or other types of fraudulent behavior.

Transaction Network Services (TNS) estimates that 100 billion unwanted robocalls were made over the last 12 months.  You can view the different types of robocall scams here to stay educated and try to avoid being a victim of these nefarious bad actors.

To help reduce the number of suspected illegal calls that may originate from our network, FTC is implementing this Robocall Mitigation Policy, at no additional charge to our customers, effective 13 April 2021.

This policy is designed to allow FTC to verify that calls originating over our network are legitimate numbers belonging to a valid FTC customer, and to block numbers that are identified as SPAM or fraudulent calls. If a customer’s number is flagged, FTC will contact the customer to inform them of the FCC rules for robocalling. Failure to comply can result in the customer’s number being blocked by other carriers and can result in FTC discontinuing voice service to that customer for violation of the Standard Terms and Conditions. When appropriate, FTC will add the customer’s number to its approved robocall list.

A third-party partner of FTC will score each incoming call on its network on a scale from –4 to 4, with –4 being the worst. FTC will block incoming calls from known bad sources that are scored at a -4. Scores are determined by a variety of factors that include the source of the call, the format of the Caller ID, and historical patterns. Customers may opt-out of this free call-blocking service by calling FTC at 256.638.2144.

Farmers Telecommunications Cooperative’s solution relies on data from multiple sources utilizing our analytics partner, TNS.  TNS analyzes robocall data from more than one billion daily call events across hundreds of telecom providers. Because of this volume of data, TNS can extract insights on emerging robocall tactics and trends.  Learn about the latest robocalls scams here.

  • Read the consumer tips from the Federal Communication Commission (gov) to stop unwanted robocalls.
  • Register your phone numbers on the Do Not Call List. Although this Federal Trade Commission registry won’t spare you from calls from scammers intent on breaking the law, it should prevent you from receiving “live” telemarketing calls, which are regulated by the federal government but are not illegal.
  • Don’t answer calls from blocked or unknown numbers.
  • Don’t answer calls from numbers you don’t recognize.
  • Don’t call back numbers you don’t recognize. It could be a one-ring scam. One-ring scams want you to call the number back, and then you’ll incur charges.
  • If someone calls you and claims to be with XYZ company, hang up and call the company yourself. Use the company’s website to find an official number.
  • Always check on a charity (for example, by calling or looking at its actual website) before donating.
  • Be diligent and don’t give out personal information over the phone.
  • If you answer a call and hear a recording such as “Hello, can you hear me?” just hang up.
  • The same goes for a call where you’re asked to press a number before being connected to a representative.
  • When you answer a call and interact with the voice prompt or by pressing a number, it lets the spammer know your number is real. They can then sell your number to another company or begin targeting your number more frequently.

If you are a consumer and feel that your number is being blocked in error, please contact FTC at 256.638.2144.

If you are a business or enterprise and think your telephone number is being blocked or mislabeled, please contact FTC at 256.638.2144.

FTC will need to add your telephone number to its approved robocall list to ensure your outgoing calls are not blocked by our network. Robocall telephone number(s) may be submitted electronically through our Robocall Form or by calling our business office at 256.638.2144.

Security

This depends on a few things. If your system is currently operational and not locked out by another monitoring company, FTC may be able to configure your alarm panel to work with our monitoring station. This is commonly referred to as a “take-over”. Before you convert your existing system, be certain that you are no longer under contract with your previous monitoring company.

If you want to use our automation and interactive Total Connect Remote Services features, the system must be a Honeywell capable system.

    1. A signal immediately alerts our Monitoring Station.
    2. Your alarm notification is received by our FTC Response Team.
    3. A member of our team will call you to verify if you are in need of help or if it was a false alarm.
    4. If help is needed, we will immediately contact the police, fire department or other emergency service.

Yes. Total Connect Remote Services allow you to control your security system, lights, locks and thermostats, and receive important alerts and system statuses in real-time on your smartphone or other Internet connected device. 

Our Total Connect Remote Services apps allow you to stay in the know wherever you go by just the tap of your finger. With our app you can control your security systems, thermostats, lighting, and locks. Have real time information with push notifications, text messages, and email alerts. View live video to see, hear, and even speak to visitors at your front door anytime, anywhere on compatible smart devices. Download here from iTunes. Download here from Google Play.

As long as you have your current Pass Code you can contact Customer Service at 256.638.2144 to change this information.

Duress codes should be used only when the system has to be disarmed under a “stressful” situation. When a “Duress” alarm is sent to the central station, police are immediately dispatched without alarm verification.

Normally, the entry delay is set to 45 seconds. The effectiveness of the alarm is dependent on this time being as short as possible. This time can be configured based on your need.

Not necessarily, but it is a good idea for someone to be able to gain access to the house in the event of trouble or if the system should malfunction.

Enter your four-digit user code followed by the bypass key (6) and the two-digit zone number you wish to bypass. Sequence must be entered continuously or the sequence will not be accepted.

If you hold down the panic or fire alarm buttons on the keypad for at least 3 seconds, an alarm is transmitted to the central station, and emergency services are dispatched immediately. An alarm received in this manner cannot be cancelled.

Any type of motion sensor should not be armed in the area you are sleeping. If motion sensors are armed in other parts of the house, your system will have to be disarmed before leaving the sleeping quarters. In most cases this has already been programmed for you. You can use the STAY mode while sleeping or are in the house. This feature turns off all interior devices and keeps your perimeter armed. The AWAY feature arms every device in the system and assumes you are leaving the house.

Enter your four-digit code followed by the chime key (9)

It is possible for you to experience an alarm from a strong surge. The equipment we install has been designed and tested to resist false alarms during power surges.

The battery will continue to operate the system until power is restored or the batteries are exhausted.

Battery life depends on the size of your system. In most cases a Lynx wireless system will stay active for 2-4 hours.

When your alarm system is triggered around 60 seconds of the sirens going off, our Monitoring Station will call your home/business first before calling local authorities. If it is a false alarm, answer the phone and give the proper password. If authorities are dispatched to your location and false alarms become excessive, local authorities may charge you.

Becoming familiar with proper arming and operation of your alarm system can reduce false alarms. Train everyone who uses your system. Be sure all devices are properly mounted and are clear of dust.

“AC” loss is an indicator that electrical power has been removed from the system. If you are not experiencing a power outage, check all of your circuit breakers. Service may be required.

This indicates an alarm has occurred. This information will continue to be displayed until you enter your user code and press “Off” (1).

The “Stay” mode also allows for Entry / Exit delay times. If no delay is needed, arm the system in the “Instant” mode. This will not allow any Entry time.

This normally means that electrical power has been removed from the system and the battery has been exhausted. Check all of the circuit breakers. If none are tripped and you have power in your home, service will be required.

“DC” will appear anytime the download software has been used to access the control panels programming.

Any time a zone is faulted it will display on the keypad. This could mean a door or window is open or there may be movement in the area of a motion detector. The system cannot be armed at this time. The fault must be cleared to set the alarm.

“FC” will appear on the keypad anytime the alarm system tried to report an event to the central station and the message was not received. The most common reason this may happen is due to phone service not being available, some type of call block being put on the phone line, or some other type of telephone line trouble.

Your system has an integrated message center. Press function key (#) and then press (3) to listen to your message.

“OC” is displayed on the keypad when communication has been lost between the keypad and the control panel.

“Standby” or “E8” is displayed on the keypad when there are more wireless devices programmed than the system is capable of handling. Service is required.

Be sure to let the system stay in alarm with the sirens sounding for at least 30 seconds before silencing or canceling the alarm.

It is recommended you test your alarm system once per month. You should fully test your alarm system including each window sensor, door contact and smoke detector to ensure that each component is functioning properly. You should call the Central Station prior to testing and provide your account ID and pass code to put your account in test mode.

How to Test My Alarm System:

  1. Dial our 24/7 Monitoring Facility at 1-888-635-9754 to speak to a live operator
  2. Have your Account ID number/password ready which identifies you as the authorized user of your monitored premise
  3. Advise the operator you would like to test your alarm system
  4. The operator will take your alarm system off line so that no dispatching will occur during your testing
  5. Close all doors and protected windows
  6. Arm your system and allow delay time to expire
  7. Activate your alarm by opening a door/window, pressing a panic button or crossing the path of a motion sensor
  8. Allow your siren to sound for 30 to 60 seconds
  9. Disarm the system
  10. Dial our 24/7 Monitoring Facility at 1-888-635-9754 to speak to a live operator
  11. Have your ID number/password ready which identifies you as the authorized user of your monitored premise
  12. Advise that you are calling to check test results
  13. The operator will describe the signals received by our Monitoring Station
  14. Ask the operator to take your system off test in order to put your system back on line
  15. You are done!

  1. Press the Home button (green house)
  2. From the Home screen, (If you are not at the home screen press the button with a picture of a house on it, and it will take you to the home screen) press the “Security” button.
  3. Press the “More” button in the bottom right corner. Press the “Tools” button.
  4. Press the “Tools” button.
  5. Enter your 4-digit code.
  6. Press the “WiFi Config” Button.
  7. Press “Scan Access Points”. Don’t press the curved arrow button that is beside the “Scan Access Points”, that is a back button and it will take you to the previous screen.
  8. Next you will see a screen that displays all of the wireless networks that the panel can reach. Touch on the network that you want to connect to.
  9. After you have selected the network that you want, it will be highlighted in blue. After it is highlighted press the “Edit” button.
  10. Press the word “Key”
  11. Type in your Wi-Fi password here. Use the button in the top left corner of the keyboard to switch between letters and numbers. Then press “Done.”
  12.  Press the “Join” button.
  13. It will take several seconds to connect. Then a screen should appear that says “Device has been successfully added to the network.” Press the “OK” button and then press the button below the screen that has a picture of a house.

If it says Device has successfully been added to the network but still has a red x on the wifi signal, you may need to reboot the panel as follows:

  1. From the Home screen, (if you are not at the home screen press the button with a picture of a house on it, and it will take you to the home screen) press the “Security” button.
  2. Press the “More” button in the bottom right corner.Press the “Tools” button.
  3. Press the “Tools” button.
  4. Press the “Test” button.
  5. Press the “Reboot” button.

Yes, some insurance companies provide up to a 20% discount on your homeowners insurance by having a monitored security system. Please check with your insurance company for more information.

SmartHub

SmartHub makes it possible to access your FTC account — even multiple accounts— from your computer, tablet 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.

Your password is case-sensitive. Use the same password as when you set up your account. If you cannot remember the password, you can call or stop by the office during regular business hours and we will be more than happy to assist you. You will be required to provide your CPNI password or provide a picture ID before we can make any changes.

It’s easy to change. First, log in with your current email address and password. Click on the “My Profile” tab and then click on “Update my login email or password.” Make any necessary changes and then make sure to click the “update” button.

Yes, you can always use SmartHub as a way to view your bills and check your payments. You do not have to pay via SmartHub to view information.

Log in with your email address and password. Click on the “My Profile” tab and then click on “Update my login email or password.” Scroll to the bottom of the screen and click the “Unsubscribe” button and then confirm.

Log in with your email address and password. Click on the “My Profile” tab and then click on “Update my paperless settings” and confirm your changes.

Log in with your email address and password. Click on the “My Profile” tab and then click on “Update my stored payment accounts.” Add any debit/credit card or bank account information that you want to use to make payments to FTC.

Log in with your email address and password. Click on the “Billings & Payments” tab and then click on “Auto Pay Program.” In the section click on “Update or Cancel” or “Change Payment Method” and make any changes. You will be prompted to accept the terms and to confirm your changes.

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.

mail_8x

Email – Managing Your Inbox

address_book_8x

Calendar Overview

search_8x

Manage your Address Book

calendar_8x

Searching in Zimbra

You must request a username and a password with FTC customer service. Your password must be a minimum of 12 characters. From a personal computer, you simply need to log into your mail with your full email address in the Username field and your Password. If you are using a mobile device (smartphone or tablet), you will need to follow the instructions specific to its operating system: Android | Apple

If you are using a mobile device (smartphone or tablet), you will need to follow the instructions specific to its operating system: Android | Apple

Look over our simple Q&A document to familiarize yourself with some basic webmail functions and FAQs.

Please refer to our SPAM FAQ page to get all of your junk mail questions answered.

Yes! Follow the below links to step-by-step instructions designed to help you set up your software email server settings.

Settings | IncrediMail | Mac Mail | Outlook 2007 | Outlook 2010 / 2013 | Thunderbird | Windows 8 | Windows 10 | Windows Live Mail

pop.farmerstel.com

mail.farmerstel.com OR smtp.farmerstel.com OR smtpauth.farmerstel.com

Your myemail@farmerstel.com email address.

Please know that changing your email password is a simple process if you know your current @farmerstel.com password:

1.  Go to the farmerstel.com website
2.  Select Customer Tools in the top right corner
3.  Click on the Email box in the drop-down menu
4.  Input your username@farmerstel.com and your current password
5.  Once you have access to the Zimbra portal, click on the Account Settings icon in the top right corner
6.  Click on Manage Profile
7.  Click Change Password
8.  Enter your current password, then enter your new password with a minimum of 12 characters, verify by entering your new password again, and click on Change Password
9.  Click on Security/Account Recovery
10. Input requested information if needed or review to make sure the information is current and click on Save Security Information

If you do not know your current @farmerstel.com email password, you will need to contact our business office to make this change. For security purposes, you will need to provide your account information and CPNI password when changing your email password over the phone.

Android
iPhone
Outlook 2007
Outlook 2010/2013
Thunderbird
Windows Mail 8
Windows Mail 10
IncrediMail
Windows Live Mail

Click here to learn more.

Troubleshooting Guide

Internet not working properly?

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

  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. Plug it back into the electrical outlet and wait 30 seconds.
  4. 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 866.638.2144.

FTC Security Home & Automation system not working properly?

Clear the trouble on your security system.

If FTC is your security system provider, refer to the instructions below that are specific to your security system model:

LYNX Touch L5210

  1. Press CLEAR
  2. Enter 4-digit user code

LYNX Touch L5200

  1. Press CLEAR
  2. Enter 4-digit user code

ADEMCO VISTA 21IP

  1. Enter 4-digit user code
  2. Press OFF
  3. Re-enter 4-digit user code
  4. Press OFF again

ADEMCO VISTA 20

  1. Enter 4-digit user code
  2. Press OFF
  3. Re-enter 4-digit user code
  4. Press OFF again

If this does not resolve the issue, call technical support at 866.698.0926.

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 during the previous year. The statement shows the total amount of patronage capital allocated and assigned to you for the prior year.

FTC is proud of the fact that in its history of 65-plus years, the cooperative has returned more than $19 million to members. In 2020, FTC refunded patronage from a portion of 1988 and 1989. The total amount refunded was more than $260,000. 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.

You did not do business with the cooperative for the year refunded OR you have moved and FTC does not have a valid mailing address on file to mail your refund check. Please contact FTC if you think you should have received a check and did not.
Go to Top