If you are a new customer or if you are getting a new service hooked up, your bill will be pro-rated for the remainder of that month you signed up in, plus the fees for the following month’s services. This is due to communication services being billed one month in advance. For example if you sign up for a $20 service on the 15th of the month, your pro-rated portion for that month is $10, plus you will be paying $20 for the following month, which makes your total bill $30.
A good surge protector might cost you $40. A very basic battery backup will cost you anywhere from $60-$100. That might seem like a lot of money but consider this: A modem can cost as much as $75. A new monitor will cost you somewhere around $100 at the very least, and you probably wouldn't be able to replace your computer for less that $500-$1000. All of these things can be damaged or destroyed by power surges. That's why you should have a surge protector, or battery backup. We also recommend, when severe storms are expected, that you go so far as to unplug your valuable electronic devices.
A firewall is software and/or hardware that is designed to keep hackers from getting onto your system and causing problems or stealing data. You probably want to be running some kind of firewall, because your faster connection makes you a more attractive target. Haviland Broadband’s modems provide firewall protection, but it is recommended that you also enable the firewall that comes standard with Windows operating systems and most antivirus software packages.
Adware and spyware is software that is downloaded via the Internet or email. Sometimes you will click ‘yes’ on something you haven’t read carefully, and that will load the software. Or you may have opened a spam email that had the software attached to it. A lot of adware and spyware works like a virus, getting onto your computer without your specific permission or knowledge. Adware specializes mostly in introducing pop-ups and other Internet-based advertising. Spyware specializes in logging keystrokes, and keeping track of where you go on the Internet. Both types of software can and do send your information to the company or individual that originated it. The best way to remove this kind of software is to run a program that searches for and removes adware and spyware.
It's as important to keep your software up to date as it is to change the oil in your car. The two most important things you can do to maintain your computer’s health is periodically run Windows Update, and keep your antivirus software up to date.
There are a lot of people out there whose sole purpose in life is to make other people miserable. Viruses are a perfect example of this. Windows is the most common PC operating system, which makes it attractive to virus makers. In fact, you should not use a windows computer on the Internet without up-to-date antivirus software. Apple computers are targeted less often, but Mac users should also run up-to-date virus protection. The thing to remember is that some viruses can destroy your computer. If you compare $30-$40 for antivirus software, to $200 or more to repair a dead computer, it really makes sense to get the software.
Sometimes Windows will corrupt the username and password. The first thing to try is to make sure you're entering the correct username. Also, make sure your caps lock key is not on, and that you don't have any extra numbers, spaces or punctuation. If you've tried all that, call our customer support.
Haviland Telephone Company (dba Haviland Broadband) is the regulated entity that supplies and maintains telecommunications access to your home through the fiber and copper network. Our sister company Giant Communications is the entity that provides access to the Internet over this network.
Your bill includes the 3% federal excise tax levied by the federal government that applies to all telecom services, not just local service. In addition, there is a 6.5% state tax, and varying local and/or municipal governments impose taxes on telecom services and, if applicable, these taxes are listed on your bill. These charges may appear as a “franchise” fee.
In addition to serving our customers within our exchange, Haviland Broadband provides infrastructure access to other communication carriers. These carriers are required to pay Haviland Broadband when their traffic uses our network. The FCC has mandated reductions in the payments we receive from these companies. According to the FCC’s 2012 rules, Haviland Broadband is billing an Access Recovery Charge (ARC) as a way to recover a portion of the costs incurred by providing other carriers access to the network.
A flat monthly charge, established by the Federal Communications Commission (FCC), assessed directly to customers to help local telephone companies recover some of their costs in construction and maintaining the local network. Current monthly charges are $6.50 for residential single-line, multi-line and business single-line; and $9.20 for business multi-line and hunt group.
The KUSF charge was mandated by the Kansas Corporation Commission to ensure all customers in rural high-cost areas of the state have access to affordable service. This charge also supports the Lifeline program, Kansas Relay Services, Telecommunications Access Program as well as network enhancements and upgrades in rural areas. It is applied to all services including Internet, telephone and long distance.
The Federal Universal Service Fund (USF) assists with the costs of providing “affordable” services to low-income individuals and to residents in rural, high-costs areas. In addition, this fund helps schools, libraries and rural health care providers obtain advanced services, such as Internet access. All providers of telecommunications services contribute to the support of these programs. This percentage based charge is applied to telephone and long distance services you order. Haviland Broadband is a recipient of USF funds, which assists us in keeping your telecommunication charges affordable and competitive with more urban providers.
The base price quoted for service includes the basic cost of telephone service. In addition, customers will see on their bill $6-$10 of additional surcharges, taxes and fees that are required by state, local and federal agencies. The charges are described further in this section.
With traditional phone services, you’ll still be able to use any corded phone in your house, even if the electricity goes out. Cordless phones, on the other hand, require electricity to operate. So if you have one of these phones, you won’t be able to use it until the power is turned back on.
At installation, our technicians do their best to centrally locate your wireless modem. Sometimes in larger houses, the areas furthest from the modem experience signal weakness. In this case, we highly recommend placing a Wi-Fi extender halfway between your modem and the place where you experience weak signal. There are numerous options available online or at local retailers. One model we have tested extensively is the Netgear 300N. Not only has it worked really well for us, it is relatively inexpensive.
The answer is we do. We filter the mail coming into your havilandtelco.com email account for most known viruses, and do a lot of junk mail filtering on the server side. Unfortunately, this is not enough to catch everything you can get from your email. That's why virus protection and a spam filter on your computer is such a good idea.
Haviland Broadband uses Edgewave for our primary spam filter. By default, you will receive a daily "digest", that is, a summary of all the e-mails that were blocked during the day. The e-mail will look similar to the picture below: Click here to view larger
Haviland Broadband provides two layers of spam prevention in front of our email server. Unfortunately, spammers change tactics as often as possible to avoid detection and it is a game of cat and mouse. The spam detection rules are automatically updated on a regular basis in both filters to catch as much spam as possible while minimizing "false positives", or good email being trapped.
When using your havilandtelco email account, our servers will allow you to send a file, or group of files, in a single email that collectively add up to a maximum of 50MB. When sending large attachments (above 15MB) it is a good idea to ensure the recipient is capable of similar email system capacity. As a practical matter, emails should be limited in size to 15MB or smaller. Sending several smaller emails when possible will help ensure delivery.
Customers with 8 Mbps Internet and higher receive up to five email addresses with their account upon request. All other customers receive one. If you need more, you can obtain additional email addresses through us or use a web-based email server e.g., Gmail or Outlook.com.
First and foremost, educate them about the dangers of using the web without supervision. Education is the most powerful security you can provide your children. Next, buy some parental control software. These programs will allow you to control the content your kids’ access.
Activities such as online gaming and streaming videos (from services such as Netflix) use more bandwidth, causing files to take longer to load. If you have multiple devices that will be streaming this type of content simultaneously on a regular basis, you may want to consider a faster speed.
Light Use Basic functions only: email, web surfing, streaming short video (YouTube)
Moderate Use Basic functions plus one high-demand application: streaming SD Netflix, video conferencing, OR online gaming
High Use Basic functions plus more than one high demand application running at the same time; Basic users who also operate a network of computers, back up larger files, or are more serious gamers.
1 user on 1 device (e.g., laptop, tablet, or game console)
2 users or devices at a time
3 users or devices at a time
4 users or devices at a time
If you are still uncertain, our customer service representatives will be happy to help you determine what service best serves your needs.
A lot of factors can contribute to slow download speeds such as computer processor speed, operating system, memory, number of programs running in the background, open applications, updates downloading, number of computers on the same modem, and activity at the website or server you are accessing.
If you regularly experience “slow Internet” when you first start your computer, automated updates running in the background are often the culprit. Typically updates are scheduled to run when the computer is turned off. The updates will attempt to download as soon as the computer is turned on and Internet connection is established. Microsoft, antivirus software, Adobe, RealPlayer, etc. might all try to download updates at the same time, causing a temporary slow-down.
If you are concerned that your modem is not functioning properly, you can run a speed test as one way to check.
If your connection speed registers consistently less than the speed to which you subscribe, take the following steps:
Wait a few minutes.
If your connection speed does not improve after waiting a few minutes, try restarting your computer and/or modem to see if the problem is occurring in your system.
If the problem continues, please contact Technical Support.
Typically, this means that the server hosting the web page you’re trying to access may be “down” or that the web page has moved. Verify that you have the correct URL. Alternately, the web page you’re trying to access is too busy. Try waiting a few minutes and then reload the web page.
Unlike your phone service, Internet service requires quite a bit of additional work in order to move from one place to another. In a nutshell, moving the service is exactly like doing a brand new installation. You will be asked to renew a six-month service agreement. If you have had Internet service at this location for less than six months, you will be charged a $25 fee.
Yes. Internet service with Haviland Broadband provides you with a wireless router that connects directly to the connection. You can connect to this router using Ethernet cable or wirelessly. Your technician will assist you with this at installation. If you have additional questions after install, please call our office for assistance.
There is no special software required for any Mac OS newer than 8.5. On some older MacBooks or iMacs, you may need to disable the IPV6 option. This setting can be found under System Preferences, Network, Wi-Fi (or Ethernet, depending on how you connect to the router), Advanced, and set “Configure IPv6” to Off.
You’re free to use your own modem if it’s compatible with our systems. Our technicians can assist you at installation or during normal business hours. If you would like to do it yourself, you will need to know the following information:
VPI = 0
VCI = 35
Wan link type = DHCP
Do Not Bridge!
In addition, you will need to be sure you are connecting the modem to a DSL jack or a DSL jack filter. Do not connect directly into a phone line.
Yes. Internet service with Haviland Broadband provides you with a wireless router that connects directly to the Internet connection. You can connect to this router directly using an Ethernet cable or wirelessly. Your technician will assist you with this at installation. If you have additional questions after install, please call our office for assistance.
Your password is written on the copy of your contract you received when your Internet was first installed. Router passwords are kept on file at our office, so if you cannot locate your contract, please call us during business hours for assistance.
With so many wireless devices available, it is difficult for us to troubleshoot them all online. But, here are a few things to consider when a wireless device is having trouble connecting to the Internet.
First, make sure the WiFi light is blinking on the front of your modem. If it is not lit, press and hold the WiFi button on the front of the modem until it is lit. This could take up to 15 seconds.
If your WiFi light is lit, but the wireless device still is not connecting to the Internet, you will next want to check the connectivity of this device.
If you have more than one wireless device, can the other devices access the Internet?
If you have another device hard-wired to the modem, can it get online?
If you are able to plug the troubled device into the modem, does it get online once hard-wired?
If the answer to any of these questions is yes, it is likely an issue with your particular device. One of the most common reasons we see is that the wireless has been disabled on the device. On laptops, almost all newer models have buttons or toggles that allow you to quickly disable your wireless signal, sometimes call “airplane mode”. If you know where this is at, try pushing this button/toggle to reactivate the wireless connectivity. In other devices such as tablets, gaming systems and smart phones, you may need to go into the settings to see if wireless is activated.
Finally, check your wireless broadcast name. When you are on your wireless device searching for an available network, you should see the name assigned to your home/business network (often your last name). If you see COMTREND as an available option, you will need to contact our office for assistance; your modem has been set back to factory settings.
DO NOT poke the factory reset pinhole at the back of your modem. While we may not be able to help with every device, we encourage you to call our office for assistance. You can also contact technical support for your particular device directly; many have online forums and FAQs that help with the most common problems.
There are three possible reasons you cannot connect: Modem issues, physical link issues, and end user device issues. Here we will help you troubleshoot possible modem or physical link issues.
Turn off the modem. Wait 5 seconds and turn it back on, then wait a two minutes for the system to fully restore before trying to get online again. If this does not help, or you find you need to do this on a regular basis, continue reading or call our office for assistance. DO NOT INSERT OBJECTS INTO THE RESET PINHOLE.
Check the lights and cords on the modem. Click here for details.
Make sure your modem has adequate ventilation. Do not stack materials on your modem or place it on top of your computer where it may overheat. If you believe your modem may have overheated, give it adequate ventilation where it won’t get hot, wait 5 minutes and try again.
Run several speed tests. After running 5 to 10 speed tests you should have gotten consistent results comparable to the speed you are paying for. If you did not get consistent results, there is likely a physical link issue; please call our office for assistance. The speed test also stores a history of all tests performed so the technicians can review them if you don't recall the results.
Still not working? Please call our office for assistance.
We don't provide filters for your Internet access because filtering can limit you as much or more than it protects you. We feel that our customers are the best judges of what they want to use their Internet connections for, and we want to make sure you have as much freedom of choice as possible. While we do filter your havilandtelco.com e-mail for most known viruses, and filter junk mail on the server side, this is not enough to catch everything you can get from your email. That's why virus protection and a spam filter on your computer is such a good idea.
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