Question 1

How much is the deposit for services?

Accepted Answer

All New Installs: Residential account -  $75.00 per line Business account - $100.00 per line Reinstalls that do not establish good credit and/or have an existing deposit: Residential account - $75.00 per line Business account - $100.00 per line

Question 2

What do I need to apply for services?

Accepted Answer

You will need a government issued photo ID and the physical address for the location where services will be installed. You can find an application for service here, or we have them available in our office.

Question 3

When do I get my deposit back?

Accepted Answer

If services are disconnected, it usually takes 3 months for deposits to be refunded to the customer.

Question 4

Why is my internet running slow?

Accepted Answer

Providing customers with the best Internet service possible is our goal. However, Internet performance may vary due to conditions outside of our network control. Therefore, no minimum level of speed is guaranteed. Conditions affecting speed may include: customer location, physical equipment limitations, network congestion, server or router speeds of websites accessed, inside wiring or telephone conditions. You can check your speed at www.speedtest.net

Question 5

My internet will not work throughout my home. What are my options?

Accepted Answer

This is a common problem with many different solutions. We suggest purchasing a WiFi extender and placing it in a part of the home that does not receive a quality signal. The extender should be close enough to your router/modem to receive a signal.

Question 6

My modem/router lights are blinking, but I cannot access the internet."

Accepted Answer

If there is more than one device connected to the network, try another device to see if you can access the internet. If a different device is connected, try resetting the device that has lost connection. If the first device does not connect after reboot, you will need to contact the customer support for that device to determine the issue.
If you cannot access the internet from any device, unplug the modem for 30 seconds, power the modem back on, and reset all devices connected to the network. If you are still unable to connect to the internet after resetting the modem and all devices, please call our office. A service technician will visit your home or business, usually the same day. 662-862-5000

Question 7

I am unable to surf. My screen displays "this page cannot be found"."

Accepted Answer

Disconnect the modem and/or router from power and wait at least 30 seconds before restoring power to both. After rebooting your modem/router, wait a couple of minutes and try again.

Question 8

My streaming isn't working and I have a strong Wi-Fi signal.

Accepted Answer

We can verify that the connection is working as it is supposed to, and if you experience further issues, you should contact your steaming service for further assistance. Please note:  We do not endorse any streaming TV services. Some video streaming services may be ‘pirate’ services. FTC’s Terms of Service prohibits illegal uses of the Broadband Service.

Question 9

How do I password protect my router?

Accepted Answer

Smart RG Routers If you have a modem/router that is manufactured by Smart RG, your password will be the MAC address stamped on the bottom of your device. It should be entered in lowercase form.   Comtrend Routers If you have a modem/router that is manufactured by Comtrend with only one antenna, your password will be the MAC address minus the first two digits. It is not case sensitive. An example would be 64680c6310eb If you have a modem/router that is manufactured by Comtrend with two antennas, your password will be the MAC address minus the first two digits. It is case sensitive. An example would be 720c6a4b55ea   Trendnet Routers If you have a router that is manufactured by Trendnet, your password will be stamped on the bottom of your device, or a BTC technician may have placed a sticker on the top of your device that will have the “Wi-Fi key” on it. Note: these devices have to be setup after initial power. In the rare event the hard reset button is pushed, the initial process will have to be repeated. For more information, contact a Fulton Telephone Company Customer Service Representative at 662-862-5000.

Question 10

Help! I have forgotten my Wi-Fi password.

Accepted Answer

If the modem has WiFi, the password will likely be the MAC number on the bottom of the modem – depending on the make/model, it could include or exclude the first two digits. If you have a router only, your password will be on the bottom of the router. If you have problems beyond this, please call our office and a customer service represented will be happy to assist you. 662-862-5000.

Question 11

How do I enable/disable the firewall on my Window's computer?

Accepted Answer

There are several different types of firewalls and they all do the same thing: protect your computer from intruders. Therefore, it is very important to keep your computers firewall enabled, and have an active antivirus program. To learn how to enable or disable the firewall on a Windows computer, check out Microsoft’s how-to guide.

Question 12

How do I set up my FTC email on my smartphone?

Accepted Answer

Incoming mail server information: Host Name: mail.nexband.com User Name: your full email address (johndoe@nexband.com)   Outgoing mail server information: Host Name: mail.nexband.com User Name: your full email address (johndoe@nexband.com) Password: your email password Use SSL: YES Authentication: Password Server Port: 587

Question 13

What internet speeds do you offer?

Accepted Answer

We have plans that fit most all customers, please visit our internet pages for more information.   Residential Internet   Business Internet

Question 14

How do I know that I have the best internet plan for the number of devices I have?

Accepted Answer

Having multiple devices (computers, laptops, tablets, smartphones, smart TVs, Blu-ray players, video game consoles, streaming set-top boxes, etc.) in daily use by several family members can easily max out your Internet service and make it seem like it’s running slow. For help determining which Internet plan is right for your household, please give us a call at 662-862-5000.

Question 15

What is a firewall?

Accepted Answer

A firewall is a program or a device that blocks unauthorized access to your computer(s)/network, such as viruses, identity thieves, and hackers. Companies also use firewalls to control employee connections to the Internet and information being transmitted from their computers and network. In a nutshell, a firewall is like a computerized security dog that watches incoming and outgoing traffic and decides whether to allow a connection/interaction or not.

Question 16

Are there any equipment rental fees?

Accepted Answer

Residential equipment fees are as follows:   100/100 Mbps ($49.95/mo.) plan = $9.95/mo.  1 Gig ($79.95/mo.) plan = $0

Question 17

Can I purchase my own modem that will work with FTCs service?

Accepted Answer

Yes. However, the customer assumes all responsibility with the configuration of the device. Our technician will provide technical support up to the point of verifying the service is working as it’s supposed to on one of your devices. If it’s determined by the technician that the customer owned device is causing the issue, further troubleshooting by a FTC technician may result in additional charges.

Question 18

Who is responsible for the equipment if it breaks, and is there a warranty?"

Accepted Answer

If the customer rents equipment from our office, we will replace the device at no cost to the customer, as long as damage is not the result of customer negligence. Any equipment damaged due to customer negligence will result in a charge to the customer for the full amount of the equipment. FTC does not guarantee any customer owned equipment.

Question 19

Do you know what the peak usage times are?

Accepted Answer

Yes, peak usage times are generally from 5 p.m. to 10 p.m.

Question 20

Is there a contract, and what is the minimum length?"

Accepted Answer

For business customers and fiber customers, we require a 24-month agreement with services.

Question 21

Is there a fee for cancelling early?

Accepted Answer

Yes, there is a cancellation fee associated with all contracts. However, we understand that sometimes things are out of the customers control. In this event, it will be determined by the general manager whether or not the penalty will be implemented.

Question 22

Is there a usage limit each month? What are the penalties for going over, such as having my service slowed or cut off?"

Accepted Answer

FTC has truly unlimited data. We do not slow speeds or disconnect service, as long as the customer follows our terms of service as listed on our website. For full details, please visit our terms of service.

Question 23

Does the modem act as a router, or provide wireless service?"

Accepted Answer

Most all devices to date provide wireless access.

Question 24

How can I change my phone number?

Accepted Answer

Please contact our office at 662-862-5000 and we will be happy to assist you. Please note that changing your phone number may result in additional charges on your next bill.

Question 25

How do I add my number to the "Do Not Call" list?"

Accepted Answer

Please click here to register your number on the Do Not Call list.

Question 26

What month am I paying for?

Accepted Answer

Services are billed in advance. For example, an October bill will include October’s phone and Internet purchases, plus any additional charges that may have accrued during September’s billing cycle.

Question 27

When will I receive my bill each month?

Accepted Answer

Customers will receive their bill on or around the 25th, and payment is due by the 10th. This gives you 15 days to pay in full.

Question 28

When is my bill due each month?

Accepted Answer

Bills are due on the 10th of each month. If not paid by the 10th, a late fee will be added the following day.

Question 29

What additional fees can I expect on my bill?

Accepted Answer

- A rental fee for the internet modem/router that our technician has installed at your home or  business. - FCC mandated charges and taxes. - Other fees may apply in certain instances such as late payment or overdraft.

Question 30

Why is my bill higher than expected?

Accepted Answer

Your first bill may be higher than expected (and higher than what you will see on your usual monthly bill) because of prorated charges, or any installation or equipment charges.   If you are not a new customer and your bill is higher than expected, check your bill detail for any late payment fees, mandated charges, or rate changes.   If you still have questions about your bill, give us a call 662-862-5000.

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