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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 are the correct email settings for my @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 = mail.sssnet.com
Port = 110
No SSL

SMTP = mailout.sssnet.com
Port = 25
No SSL
Requires outgoing authentication (use same settings as incoming server)

Email address = (your username)@sssnet.com

Username = the portion of your email address in front of the @sssnet.com

How do I know what the best Internet speed is for me?

You can call our office at 330-833-4134/330-345-8114 and a representative can help you choose the best Internet speed for your home and usage. Learn more about home Internet pacakges.

What anti-virus/malware programs does MCTV recommend?

We recommend using some type of anti-virus and malware programs. There are many different programs that you can use – some for a fee and some for free. Our IT GUYS will typically install Avast!, a free program, on computers that are brought to our offices. We recommend that customers do their own research before installing any program on their computer.

If your computer is infected with a virus or you need help installing an anti-virus program, our IT GUYS can help! Call 330-833-4134/330-345-8114 to speak to an IT GUY today.

I'm not receiving new emails. What's wrong?

There are a few reasons why you aren’t receiving new emails. It’s possible that your inbox is full or an anti-virus program is blocking the email from coming through. It’s best that you call our offices at 330-833-4134/330-345-8114 so we can investigate it on our end. 

What is a cable modem?

A cable modem is a device that connects your computer to the Internet using the same cable that supplies your cable TV service. A cable modem will not affect your television picture and you will be able to watch TV and use all other TV functions while using the Internet. Likewise, watching TV while using the Internet will not affect your Internet speeds.

I do not have cable TV service from MCTV. Can I still get your High-Speed Internet service?

Yes! You can have Internet service from MCTV without subscribing to other services. However, many customers find that they save money when bundling two or more products together so be sure to ask a representative about packaging your services.

Learn more about our High-Speed Internet packages.

What do I need to do to get ready for my Internet installation?

Clear the area around the TV outlet where you would like the modem to be installed.

If you have a desktop computer, the outlet should be in the same room as the computer and needs to be within 6 feet of the computer without crossing a doorway or traffic area (a common sense safety measure).

If you plan to use your Internet with a wireless router, make sure the router is unpacked for your installation.

Your computer also needs a network card. If it does not have one or is broken, our technicians can install a new one.

Who is responsible for computer configuration?

MCTV will use all reasonable means to ensure that your computer is working properly with the cable modem. If MCTV provides the network card, we will strive to create the proper computer configuration. If you provide your own network card, you are responsible for any and all computer configurations.

What is included with my Internet service?

Included in the price of your Internet is the monthly cable modem rental and access to our Internet network. MCTV Internet customers also have access to our IT GUYS service for help with Internet and computer problems. IT GUYS will make house calls for a small hourly fee or you can bring your computer to our office for work. Customers also have access to FREE over-the-phone technical support.

Can I upgrade my Internet service at any time?

MCTV 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 the equipment in your home, upgrading may be as simple as a phone call. In some cases, we will need to install a new modem in your home.

Can I install the cable modem myself?

No, we do not allow self-installations for our services. When our installers visit your home, they will make sure everything is installed properly and that the modem is receiving the correct signal levels.

Customers providing their own modem for Internet service will still need to schedule an installation.

Can I set up a web, mail or FTP server?

The installation of a web domain, mail or FTP server(s) is expressly prohibited in our Subscriber Agreement and may result in the immediate termination of an account. Mail servers can be installed with a static IP address. Contact our Business Services department at 330-833-4134/330-345-8114 for details.

How many email accounts do I receive with my Internet service?

One or more email addresses are provided depending on your level of Internet service. Additional email addresses are available for a small monthly fee. Call 330-833-4134/330-345-8114 for details.

Can I purchase a cable modem from MCTV or use my own modem?

A cable modem is required to use MCTV’s High Speed Internet service. We believe the modem is an integral part of the service so we provide one free of charge. Many companies charge a monthly fee for cable modem equipment. MCTV does not.

MCTV provides a cable modem at no extra charge to all Internet customers. Providing equipment gives us much better insight into how the network and your service is performing and ensures that no harm comes to the network through use of external modems. We also provide free replacement, service and upgrades for MCTV-provided modems.

You can purchase and use your own modem. If you do, it is important to remember that you will be responsible for the repair, maintenance and replacement of the modem if it fails.

If you use your own modem and experience in-home problems, MCTV will not attempt to repair your modem. Instead, MCTV will provide an MCTV modem until you are able to repair or replace your own modem. You may, of course, choose to continue to use the MCTV-provided modem at no charge. Read more about customer-owned modems and approved modems.

What do I need to do if I install a new network card or wireless router?

You will need to reset the modem. You can reset the modem yourself by unplugging it from the power source for 20 seconds. You can also call our office at 330-833-4134/330-345-8114 to reset the modem.

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 home 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 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.

What Is Closed Captioning?

Closed captioning gives access to television programming to people with hearing disability by displaying the audio portion of a program as text on the TV screen. You can turn the closed captioning on and off with your remote control.

How Do I Turn Closed Captioning On or Off?

To use closed captioning with a MiniMax or non-DVR set-top box, you must use the closed captioning settings on your TV. Please refer to your TV’s owner’s manual for instructions. 

To use closed captioning with a DVR set-top box:

  1. Press MENU
  2. Use the up/down arrows to navigate to DISPLAY CLOSED CAPTIONS
  3. Use the left/right arrows to change the selection to YES or NO.
  4. Press  the C button to exit

To change the closed caption settings:

  1. Press MENU followed by the A button to access MORE SETTINGS
  2. Use the up/down arrows to navigate to LANGUAGE
  3. Scroll to CLOSED CAPTIONING and use the right arrow to select
  4. Change options as necessary

What is watchTVeverywhere?

watchTVeverywhere has a lot of different definitions. For us, it is TV programs that are available on something other than a TV set. That means your PC, laptop, tablet, smartphone or gaming device.

How is watchTVeverywhere different from something like Hulu or Netflix?

There are several differences. watchTVeverywhere:

  • Is FREE. There is no extra charge to use it. You only need to have a subscription to the network you want to watch.
  • Includes live TV. You can view live feeds of 25+ networks on watchTVeverywhere. Also, many big sporting events, like the Olympics, show live footage of events not broadcast on TV. Hulu and Netflix only provide previously recorded shows.
  • Has full episodes of current TV shows. Episodes are often available within a few days of premiering on TV.

How much does watchTVeverywhere cost?

Nothing. At this time, there is no extra cost for watchTVeverywhere so feel free to explore. There is nothing available at this site that will result in an extra cost to you (except overage charges from your cellular carrier). You only need to be a subscriber to the TV network. This may change over time depending on the requirements made by the individual TV networks. 

There is a Problem With the Closed Captioning on My TV. What Can I Do?

MCTV does not create or modify closed captioning text. We pass the information to you exactly as it was received from the network. We do not add or remove anything, nor do we do any local closed captioning origination.

Occasionally a customer’s own equipment – the TV or remote – can cause the captioning text to be missing or distorted. In that case, we urge you to check the instructions you received with the TV to make sure the settings are correct.

To report a problem with closed captioning, contact:

Gary Johns
PO Box 1000
Massillon, OH 44648-1000

gjohns@MCTVOhio.com
Phone: 330-833-4134
Fax: 330-833-9775

Where can I watchTVeverywhere?

The answer is just about EVERYWHERE. watchTVeverywhere works anywhere you can receive an Internet signal: inside your house, at the office, shopping mall, hotel, airport, vacation home, etc. Wired connections and in-home WiFi will provide the best quality. The quality of watchTVeverywhere signals while roaming (airports, stores, etc.) will vary depending on the strength of the signal. Be extra careful when you travel, especially outside the US. Data roaming charges may apply and they can be very expensive.

What programs are available on watchTVeverywhere?

Different networks make different programs available at different times. Each TV network makes their own decision about what to make available on watchTVeverywhere. For example, the live feeds of some networks are available while others only offer full episodes of their popular programs.

Available content is at the discretion of the network. MCTV has no input into the content available.