Some of Our Most Frequently Asked Questions…
What does having Gigabit speeds mean for me?
It means you won't ever have to worry about running out of bandwidth if you and everyone in your whole family wanted to use the internet in your home at the same time. It means you can download an HD movie in one minute compared to almost an hour with the connection you likely have today. It means you can work from home without worrying about your connection to your office. It means you'll have what many others in the area can only dream of.
What should I expect once I sign up?
Once you sign up, a Customer Service Representative will begin processing your order. They will give you a call to verify your selected services and send you a 24-month service agreement for you to sign. Once the signed contract is received, we will call you again to schedule your first appointment. The appointments and corresponding installation of your services are quite complex (but a lot more fun than, say, going to the dentist). Find out the details of your upcoming experience here: What to Expect during my in-home visits and Interactive Map of what will happen to your home.
The sign-up form says I have to select Gigabit Internet service in order to get other services. Why can't I just sign up for TV or Voice services?
Building fiber to homes is extremely expensive. With projects like Blue Ridge, we need to place stipulations on service take rates so that we can ensure that our investment in Blue Ridge is successful. Plus, our Gigabit Internet service is the highest quality internet service we have available. We are sure once you try it, you'll be hooked!
Can I landscape over the fiber in my yard?
Yes! We bury our fiber at least three feet deep through your property, so any surface-level landscaping will not affect the fiber. Of course, if your plans are more extensive, you should always call before you dig. Forty-eight hours prior to any digging, dial 811 to have all of your underground utilities located.
What happens if I cancel my Smithville services?
Once you have cancelled your services with us, our Customer Service Representative will instruct you on how to return your equipment to us. We will ask for you to return you GigaCenter, its power cord, and the yellow fiber jumper. We will also ask that you return any additional equipment you may have from us, such as your DVR, any wireless set top boxes you were using, etc. This equipment is expensive for us to provide. If this equipment is not returned in a timely manner after you have cancelled your services, you will be billed for the equipment.
What happens when I lose power?
The GigaCenter will lose all services, including telephone, Internet, TV, and Wi-Fi. Battery backups are available at most home electronics retailers. If only your GigaCenter has lost power, check the breakers and any grounded outlets that could be affecting the outlet your GigaCenter is plugged into.
When your power comes back on, the GigaCenter may take up to 10 minutes to power up and Wireless Set-Top-Boxes may need to be rejoined to the network. Please call Tech Support if you need assistance with this.
How will my new fiber based wireless internet be installed?
Check out our super cool Interactive Floor Plan for installation details. Seriously, it's pretty cool.
What does a GigaCenter look like?
A GigaCenter is a small upright black box, about the size of a cereal box. It is small enough to sit next to a TV, be mounted on the wall, or sit on a desk. It likely looks similar to your most recent wireless router.
Where and how should my GigaCenter be placed?
We will likely place the GigaCenter next to your primary TV. Your GigaCenter should be centrally located in your home and near your DVR, if you have one. Our technicians will work with you to identify the ideal placement of the GigaCenter. Also, for optimal Wi-Fi signal, it should not be placed in a closed entertainment center. The GigaCenter is designed to be upright with adequate ventilation. Please do not place anything on top of your GigaCenter, get it wet, let your cat bat it around the house, or expose it to extreme temperatures.
What will be connected to my GigaCenter?
The services you have with us will determine what connections you have coming from your GigaCenter. A fiber optic jumper wire and a power cord will be included with every GigaCenter. If you have our TV service, you will also have an Ethernet cable leading to your DVR, too. Finally, if you have our voice services, you will also have a telephone cable coming out of the GigaCenter's telephone port.
Can the connections be changed?
Port 4 and the telephone port on the GigaCenter should never be disconnected or changed out. Ports 1, 2, & 3 are all available data ports that can be used interchangeably for various hardwired devices.
Can I move my GigaCenter?
Feel free to move the GigaCenter as far as the power cable and fiber jumper lengths will allow. Any movement of the GigaCenter beyond what those lines can accommodate will require assistance from a Smithville Telecom technician. Please contact us if you need to move your GigaCenter to a different room.
How do I connect to my wireless?
Your Wi-Fi SSID (the name of the wireless network as it will appear on the device you are trying to connect) and WPA Key are located on the GigaCenter. You can change the default SSID by logging into the GigaCenter configuration.
To connect, make sure your wireless connection on the device that you want to connect with is turned on. Once that device has identified the broadcasted SSID of the GigaCenter, connect your device to the signal and then enter the WPA key (found on the device) to complete the connection.
What is the WPS button and when do I use it?
WPS, or Wireless Protected Setup, allows a WPS enabled wireless device (e.g. smart phone, tablet, laptop) to connect to a Wi-Fi signal without having to know or enter the wireless password. Pressing the WPS button on the GigaCenter will open a 30-second window for a WPS enabled device to connect. WPS must be activated on the wireless device during that 30-second window.
Is there a limit on data usage?
At the moment, there is no limit on the amount of data you can use each month. As with all data providers, we are researching how that might need to change in the future.
How many set top boxes (STB) do I need for TV?
You need one STB for each TV, but you only need one DVR STB for the entire house if you elect our whole-home DVR product.
How should wireless STBs be placed?
The wireless STB (WSTB) can be placed anywhere in the home or outside of the home as long as the space has ample Wi-Fi coverage. It should be kept at room temperature and never get wet. As Wi-Fi signal permits, the WSTB can be moved and even placed in an entertainment center if desired. Nothing should be placed on top of the WSTB, as that would hinder the flip up Wi-Fi antenna.
How does the remote for my wireless STB work?
Follow this link for a guide to the buttons on your remote.
Do you offer Pay-Per-View (PPV) or Video On Demand (VOD) services?
Yes, our TV service comes with both PPV and VOD options. Please keep in mind that these services are an additional charge for their use and are not included in the monthly recurring TV charge.
Do you have X channel or Y feature with your TV product?
If you have any particular channels or features that you must have, please contact us so we can make sure our TV product will serve all your needs. You can also check out our channel list here. Please note that the Blue Ridge package will include both Basic and Classic channels.
What is "Enhanced Voicemail"?
Our voicemail services, like our Gigabit Internet, go above and beyond. Besides callers being able to leave you a message, Smithville's Enhanced Voicemail service allows you to manage your voicemail box online and receive voicemails in your email inbox! Here is a complete voice mail document with all the details you need to set up the mailbox, change your greeting, listen to messages, save them, forward them, and do so much more.
Does your Unlimited Long Distance include international calling?
Unfortunately, international calling is NOT included in our Unlimited Long Distance service. If this is a service you're interested in, review our international calling rates.
Can I use a different long distance carrier if I use Smithville Voice services?
Rather than undertake the efforts required to offer other long distance providers to you, Smithville offers an excellent Unlimited Long Distance plan for no extra charge with our voice service... so why would you need anything else?
What devices can I use to watch Smithville Streaming TV?
We are currently able to deliver over iOS devices (iPhone, iPad), Android devices, Roku devices, and the Amazon Fire TV Stick.
Why isn’t the HD as sharp on my big screen TV when I’m streaming?
If you are served by copper rather than fiber optics, there is a limit as to how much signal can be downloaded, and you may be restricted from receiving the HD signal. This is a limit on copper connections – not a limit on the streaming product.
What channels can I get with Streaming TV?
Refer to the Smithville.com/streaming page for the current channel line-up, under the "See What's On" section.
Why doesn’t streaming work when I leave my house?
Smithville Streaming TV is specifically a product to help folks that are ready to give up traditional TV packages and use a la carte streaming services. It is restricted to use on Smithville Internet because of the contracts we have with the programming providers.
I just got the error "Maximum # of devices reached". What does that mean?
I just got the error "The information entered was incorrect or the server is unavailable, please try again". What does that mean?
I just got the error "The user has reached the maximum number of secondary screen devices". What does that mean?
These are the wording the different devices will deliver if you have exceeded 5 registered devices.
Due to licensing requirements, each Streaming TV customer is allowed up to 5 devices. If you need more on a regular basis, you can add 5 more for an additional fee, just ask a friendly Customer Service representative at (800) 742-4084 or send us a note via our Contact Form.
If you gave a guest access and they no longer need it, you can contact Technical Support at that same number to have all registered devices removed, setting you back to 0 devices. As you authenticate devices, the number-counting restarts. Perhaps you no longer have a device (you traded to a new phone or device) – you can call Technical Support and ask them to remove all registered devices from your account. This resets the licenses to zero, and you then start counting as you re-authenticate current devices.
If I get 10 licenses with the Streaming TV product (5 that are included in the base price, plus 5 additional), can I have 10 devices streaming all at the same time?
That will depend on the download bandwidth you receive with your internet service. If you are served by fiber optics, you will absolutely be able to stream 10 devices at the same time. If your internet is served by copper facilities, you are subject to the technical limitation of copper. Buying licenses doesn't increase bandwidth; it only allows for additional devices to authenticate.
Do I need an ethernet connection for my device?
Ethernet is not required for Smithville Streaming TV, but it does offer the most reliable streaming experience you can get.
The volume on some of my streaming devices is much louder than on others. Can you make them the same?
We can adjust volume somewhat, and have done our best to make all device volume the same. However, some volume is out of our hands, and will need to be managed on your device.
Your streaming video mentions Cloud DVR - when will that be available?
There are some technical challenges with the DVR functionality, and we want it to be the best version possible before we make it available to our customers. Once we have it ready, we'll update the web-page, and will notify existing customers.