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Business Support Center

If you can't find the information that you're looking for, contact us directly.

My Internet isn't working. What should I do?

Before calling our office, you can try rebooting your modem and/or wireless router. To reset the equipment, unplug it from the power source for about 20 seconds and plug it back in. It may take several minutes to completely reboot so be patient!

If you have a wireless router, reset your modem first and then reset your wireless router.

If this does not solve the problem or you are unable to reboot the equipment, call our office at 330-833-4134/330-345-8114.

During normal office hours, your call will be answered by one of our representatives and we will get someone to your home as soon as possible-usually that very same day. If it is after hours, your call will be recorded and returned the following day. Please make sure to leave your name, address and phone number when leaving a message.

My TV isn't working. What should I do?

Before calling our office, try to determine whether the issue is with your TV or with your cable TV service by checking to see if the issue is on all TV sets in your office or just one. You can also try checking another channel to make sure there isn’t a problem with just that channel.

You can also try resetting your set-top box by unplugging it from the power source for about 20 seconds and plugging it back in. It may take several minutes for the box to re-boot and load all the guide data.

It is not recommended that you reboot a FUSION system. If you are experiencing issues with your FUSION system, please call us.

If this does not solve the problem or you are unable to reboot the equipment, call our office at 330-833-4134/330-345-8114.

During normal office hours, your call will be answered by one of our representatives and we will get someone to your office as soon as possible-usually that very same day. If it is after hours, your call will be recorded and returned the following day. Please make sure to leave your name, address and phone number when leaving a message.

I lost my statement. Can I get another one?

Yes. You can log on to YourStatement and print a new one. Or, you may call our office at 330-833-4134/330-345-8114 to have a new one sent to your business.

Can my bill be sent to a different address?

Yes, we can set up a special billing address that is different than the address where you receive service. To change your billing address, call us at 330-833-4134/330-345-8114.

When will I receive my bill?

Bills are mailed on the 15th of every month.

Can I get MCTV services?

If you are in our service area, you can have our Internet, TV and Phone services.

Please note that there are small areas of our service area that we cannot provide with Phone service. A representative will alert you when signing up for service if you are in one of these areas.

If your address is not in our system or we have never provided service to the address, we may need to perform an address verification to ensure we can provide service. 

What calling features will I receive?

Many phone features are available with MCTV’s Phone service. Follow the link below to see what features are available.

Business Phone service

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.

What is MCTV's billing policy?

We bill you in advance so all services are pre-paid prior to using them.

We send your monthly statement about 2 weeks ahead of time for the next month. For example, your bill for September services will arrive around August 15. We bill this way so all services are pre-paid prior to using them.

Charges for services like On Demand or Pay-Per-View appear on your next month’s statement.

Your payment is due the first of each month; however you have the entire month to pay.

For more information see:

When is my bill due?
What is MCTV’s policy regarding non-payment disconnection?

Can I call 911?

Yes. Our Phone service provides Enhanced 911 (E911) service. E911 automatically transmits your address and phone number to first responders in the event of an emergency.

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 have more than one phone line?

Yes, we can provide multiple lines to your business.

Business customers will have hunt group/rollover capabilities with multiple phone lines.

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

Can I set up call forwarding to forward my phone calls to another phone number?

Call forwarding (*72) can be used to forward incoming calls to another phone number you choose. You can select any phone number but keep in mind that long distance charges may apply if you are forwarding calls to a long distance phone number.

Call forwarding will override the use of voicemail. A call will go to the designated call forwarding number instead of voicemail.

To enable:

  1. Dial *72
  2. Dial the phone number, including area code, where you would like to forward your calls
  3. When someone at that phone number answers, call forwarding is activated.
  4. If no one answers or the line is busy:
    1. Press the receiver button for 1 second and repeat steps 1-3 within two minutes
    2. When you hear two beeps, call forwarding has been activated

To disable:

  1. Dial *73
  2. You will hear two short tones followed by a dial tone indicating that call forwarding has been deactivated

What is call return (*69) and how do I use it?

Call return (*69) automatically dials your last incoming call, whether the call was answered, unanswered or busy.

To activate:

  1. Dial *69 and listen for a recording of the last number that was called
  2. To call that number, dial 1
  3. If the number is rings busy, hang up
    1. Call within 30 minutes, during which you can still make and receive calls. To deactivate while waiting for the party you are trying to reach to become available, dial *89.

You can monitor more than one busy number at a time. The same distinctive signal ring is used for all, so you need Caller ID to tell which number has become available. If you get a fast busy signal or an announcement that the call cannot be completed, then the number is either invalid, ID blocked, out of order, outside the service area or has activated call forwarding.

NOTE: call return works for local calls only

Can I keep my current phone number(s)?

Yes, in most cases customers switching their phone service to MCTV can keep their existing phone number. Your phone number must be active and not pending for disconnection.

There are some instances in which we are unable to port, or transfer, your phone number:

  • Phone numbers that are pending for disconnection or has been shut off for non-payment
  • Customers who are moving into the service area and do not have a local phone number. For example, a customer moving from out of state will not be able to transfer their phone number

 

Can Internet service be upgraded at any time?

MCTV cable modem-based service does not lock customers into a certain speed so you can change your service level at any time. To upgrade your Internet speed, call us at 330-833-4134/330-345-8114. Depending on your current service level and equipment, upgrading may be as simple as a phone call.

My business is moving to a new location. What do I need to do to transfer my service?

If you’re moving, please contact MCTV as soon as possible so we can prepare to transfer your services.

What are the correct email settings for an @sssnet.com email address?

You can use these settings to set up your email on any device. For instructions on setting up email on a specific device, please refer to your device’s user’s manual.

POP3 Server
mail.sssnet.com
Port 110 (Without SSL) or Port 995 (With SSL)

SMTP Server
mailout.sssnet.com
Port 25 (Without SSL) or Port 465 (With SSL)
Requires outgoing authentication (using the same settings as your incoming server)

Your ‘Username’ the portion of your email address in before the @sssnet.com.

Can I prevent my name and phone number from appear on outgoing calls?

Yes. You can use Caller ID block (*67) on a per-call basis to block your own identity when calling another phone number.

Caller ID block works on a per-call basis so you will need to follow these steps each time you wish to block your Caller ID information.

To use:

  1. Dial *67 and wait for a dial tone
  2. Dial the telephone number you wish to reach
  3. If this person has Caller ID, your telephone number will appear as “Private Caller.”
  4. If the person has anonymous call rejection, you will hear a recording that says “The party you have dialed does not accept blocked calls. Please hang up and redial the number without blocking your phone number.”

What equipment am I responsible for maintaining?

MCTV is responsible for maintaining and repairing all wiring and equipment located outside of your serviced location including trunk and distribution cables, taps, service drops and ground blocks. MCTV will also maintain any wiring and/or equipment we install including cable modems and set-top boxes.

You are responsible for maintaining and repairing all wiring inside your location including, but not limited to, wiring, connectors, splitters, televisions and television equipment, computers and any other active or passive electronic equipment you have connected to our system. If there is a problem with the wiring inside your location, you can choose to fix the problem yourself, have MCTV make the repairs for a fee, or hire a contractor to make repairs.

What is Caller ID and how is it used?

Caller ID displays the name and phone number of incoming callers. This feature works only if you have a phone with built-in Caller ID or a Caller ID box.

Caller ID will be enabled automatically when we set up your Phone service.

To deactivate Caller ID for incoming calls:

Dial *85
You will hear two short tones followed by a dial tone
Hang up the phone

Caller ID can be reactivated by doing the following:

Dial *65
You will hear a short tone denoting activation
Hang up the phone

Will my credit card machine work?

Yes. MCTV Business Phone service delivers an analog dial tone for compatibility with credit card machines. In very rare instances, our service may not be compatible with your equipment due to its age or technology.

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.

Do you offer hunt groups or rollover service?

Yes.

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