Jump to main navigationJump to page content
  1. Home Internet
  2. Home TV
  3. Home Phone
  4. FUSION
  5. Home Security
  6. Home Packages
  1. Contact Us
  2. New Service Request

Support Center

Explore our support center for help troubleshooting common issues. If you do not find the information you need to resolve your problem, please contact MCTV for additional support.

Select a category:

What is call waiting and how do I use it?

Call waiting alerts you when you are on the phone and another caller is trying to reach you. A special tone will alert you to a waiting call. The person calling you will hear a normal ring.

To answer a waiting call or alternate between calls:

  1. Press and quickly release the receiver or FLASH button on your phone
  2. The other caller will remain on hold. Each conversation will remain private.

To end a call:

  1. While on the phone with the caller you want to hang up with, hang up the phone
  2. Your phone will ring
  3. When you answer, you will be connected with the caller who was on hold

If I'm on a call and receive another one, will my Caller ID work?

Yes. Caller ID works with call waiting.

You’ll hear a special tone alerting you to another incoming call and will also receive the caller’s information on Caller ID.

You can choose whether to accept the call.

Do you have 3-way calling or conference calling?

Yes. Our Phone service permits a 3-way conference call.

To use 3-way calling:

  1. Call one caller. When they answer, place them on hold be pressing the receiver of FLASH/LINK button for one second.
  2. You will hear a dial tone
  3. Call the second caller
    1. At this point, you can have a private conversation with the second person before connecting the call
    2. If there is no answer or the person is unavailable, press the receiver button twice. This will return the person on hold to the line.
    3. When they answer, press the receiver or FLASH/LINK button briefly.
    4. All three callers should now be connected and able to hear one another.

When either of the people you called hang up you will remain connected with the other person.

As the “center” of the conference call, if you hang up or drop the call ALL parties are dropped.

While using 3-way calling, call waiting is unavailable.

What is Caller ID on TV?

Caller ID on TV allows you to see Caller ID information (name and phone number) on your TV screen.

You must subscribe to Home Phone service and Cable TV service from MCTV to have access to this feature. A two-way set top box is required for it to work.

Caller ID on TV is included at no cost for subscribers to Home Phone and FUSION TV service. Otherwise, it can be added for an additional monthly fee 

How do I set up voicemail?

To set up your voicemail box:

  1. From your home phone, dial *21. If you have a private phone number, dial *82
  2. Enter your temporary 4-digit PIN number and press #. It is the last four digits of your home phone number
  3. Re-enter the temporary PIN and press #
  4. State your name and press #
  5. Select your greeting type:
    • Personal greeting (follow prompts to record greeting)
    • System greeting using recorded name
    • System greeting using phone number
    • System greeting with no name or phone number

How do I check my voicemail from my home phone?

You can retrieve up to 30 messages at a time.

  1. Dial *21
  2. Enter your PIN and press #
  3. Follow the prompts to check new messages, manage saved messages or change your settings.

If you have a private phone number AND anonymous call rejection is enabled, you must dial *82 and your home phone number to check messages.

Can I choose my long distance carrier?

Yes but why would you? Our Local + Long Distance Home Phone package includes 3000 minutes/month (50 hours) of long distances minutes to the US and US Territories. Additional minutes over you allotted amount are charged at $0.025/minute.

Residential customers who have Unlimited Local Home Phone service can make long distance calls at $0.05/minute.

What equipment will you install?

The only equipment we will install is a cable modem. The modem requires a nearby phone outlet.

If you currently have High-Speed Internet from MCTV, we will replace your current cable modem with one that is capable of providing Internet and Phone service.

If you do not have High-Speed Internet from MCTV, we will install a cable modem that is capable of providing Internet and Phone service should you choose to add it later.

Will my home security system work with Home Phone service?

In most cases your existing security system will work with our Home Phone service.

Can I choose my long distance carrier?

Yes but why would you? Our Business Phone service includes a generous amount of long distances minutes to the US and US Territories. Additional minutes over you allotted amount are charged at $0.015/minute.

What are the long distance home rates?

Local + Long Distance Home Phone packages includes 3000 minutes/month (50 hours) of long distances minutes to the US and US Territories. Additional minutes over you allotted amount are charged at $0.025/minute.

Residential customers who have Unlimited Local Home Phone service can make long distance calls at $0.05/minute to anywhere in the US and US Territories.

What are the long distance rates for MCTV Business Phone service?

Business Phone service includes a generous amount of long distances minutes to the US and US Territories. Additional minutes over you allotted amount are charged at $0.015/minute.

How do I make a long distance call?

Simply dial 1 + area code + phone number

How do I make international calls?

Dial 011 + country code + city code + telephone number

Calls placed to mobile phones in other countries may incur a surcharge in addition to the calling rate. These charges are added to your per-minute rate. To view mobile surcharge rates, click here.

Calls can also be placed through an international operator by dialing “00.” Placing calls through the operator will incur higher charges per minute.

Can I block international calling?

Yes, we can block outgoing international calls at your request. Call 330-833-4134/330-345-8114 to speak with a representative today.

What are the rates for making international calls?

Our Phone service offers competitive rates for international calling. Click here for rates.

Calls placed to mobile phones in other countries may incur a surcharge in addition to the calling rate. These charges are added to your per-minute rate. To view mobile surcharge rates, click here.

Calls can also be placed through an international operator by dialing “00.” Placing calls through the operator will incur higher charges per minute.

Will my office's security system work with MCTV Business Phone service?

MCTV Business Phone service delivers an analog dial tone for compatibility with security and fire alarm systems. In very rare instances, our service may not be compatible with your equipment due to its age or technology.

Will my fax machine work with MCTV's Phone service?

MCTV’s Phone service delivers an analog dial tone for compatibility with fax machines. In some instances, our service may not be compatible with your equipment due to its age or technology.

Can I use Directory Assistance (411)?

Yes, you can still use Directory Assistance. Costs may vary for using this service and will appear as a separate charge on your monthly statement.

Are there any additional charges on my bill for Phone service?

Most people are used to separate charges on their phone bill for phone features such as Caller ID, unlimited phone numbers, etc.

MCTV’s Phone service includes many free calling features so you will not see additional charges for these. You will see separate charges on your monthly statement for additional features you’ve added like voicemail, long distance or international calls, Directory Assistance or some Operator Services.

Home Phone customers will also see a monthly charge for the Universal Service Fund (USF).

Applicable taxes will also apply to Home and Business Phone customers.

How long does it take to port (transfer) my phone number?

It takes 7-10 business days to port your phone number(s). In some instances it can be done more quickly depending on your services and needs. Contact us at 330-833-4134/330-345-8114 for details.

Can I have additional listings in the phone book?

Business Phone customers receive one free straight-line listing in the local Yellow Pages in one category of your choice and one free straight-line listing in the local business White Pages.

Additional White Pages listings can be provided for an additional monthly fee. Call 330-833-4134/330-345-8114 for details

Will my Phone service work if there's a power outage?

If your office loses power, you phone service will not work. We recommend you purchase an Uninterrupted Power Supply to provide battery backup power in the event of a power outage.

In the event of a power outage, call us at 330-833-4134/330-345-8114 and we can forward your main phone line to a cell phone or other number until power is restored. Once power has been restored, simply dial *73 from your business line to deactivate call forwarding.

Do you offer hunt groups or rollover service?

Yes.

Can I use my existing phones and phone equipment?

Yes in most cases. Some older phone equipment may not be compatible with our Phone system.

Analog phones will NOT work with MCTV Phone service.