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Trouble Shooting

To find solutions to some of our most common customer service inquiries, check out the trouble shooting questions below. To view an expanded set of frequently asked questions, search our FAQ page.


Cable Troubleshooting

My remote is not working, what should I do?
  • Make sure there is no obstruction between the remote and the Digital Cable set-top box
  • Make sure the set-top box is working by turning the power on from the front of the set-top box. If the box powers on; troubleshoot the remote.
  • Remote may not be in cable mode
    • Press CBL button on remote and press POWER button
  • Batteries may be dead
    • Press CBL button, if light flashes red, batteries are OK
    • If no red light, replace AA batteries
  • If batteries have been recently replaced make sure they are correctly inserted in remote
Why doesn’t my set top box respond when I press the keys on my remote?
  • Check your remote by following the troubleshooting steps under "My remote is not working"
  • Make sure that the remote is being pointed at the set-top-box and not the TV
  • Make sure there is power to the set top box
  • Try the buttons on the front of the set top box to turn it on or change channels
  • Call Midcontinent Communications at 1-800-888-1300 for additional troubleshooting steps or to schedule a home service call.

I have lost power to my set top box. My TV Guide says "To Be Announced". What do I do?
If power has been lost to the box, the TV Guide information needs to be reloaded. This process could take up to 1 hour to restore information.
If I have lost power, will I lose my Parental/Purchase Codes, Favorites, Reminders or Locks?
No, you will not lose this information. This information is stored in the memory of your set-top-box. If you want to ensure that your children will not view restricted programming while the programming information is being downloaded, you can set locks to be in place until the program information is available. To set locks in case of loss of power:
  1. Press the MENU key twice
  2. Page down and select SETUP menu
  3. Select PINs Setup
  4. Arrow down to "If power is lost, would you like to lock all programs until ratings and titles are restore?" Make sure answer is YES.
I cannot order Pay-Per-View, what should I do?
  • Has your last payment been received prior to the next billing cycle? If not, PPV access is temporarily disabled. Once payment is made, PPV will be available.
  • If payment is current, check to see if PPV is active on your set top box:
    1. Press the MENU key twice
    2. Page down and select SETUP menu
    3. Select CABLE BOX SET UP
    4. Arrow down to CONFIGURATION and press OK
    5. On the right side of the screen you will see IPPV. If YES is present, you should be able to order PPV. If NO is present, PPV has been disabled.
  • Call Midcontinent Communications at 1-800-888-1300 for additional assistance.
My cable is not working, what should I do?
  • Check other TVs to see if the problem is localized to one TV or if all TVs are impacted.
  • Check to see if the VCR/DVD player is on. If VCR/DVD player is on, turn it off and try the cable channels again.
  • Is the Digital Cable set-top box hooked up properly? The correct order for connecting the Digital Cable set-top box from the wall to the TV is:
    1. Wall to DCT
    2. DCT to VCR/DVD player
    3. VCR/DVD player to games (if any)
    4. VCR/DVD to TV (if no games)     Games to TV (if games)
  • Check the cable connections to make sure they are tight.
  • Check to see if the TV is set to channel 3.
What if I missed a Pay-Per-View movie or event that I ordered?
Unless you tune into the program or set up a DVR recording for the program purchased you will not be charged.

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DVR Troubleshooting

What should I do it I forget the Parental or Purchasing lock codes?
You must call Midcontinent to have these PINs reset. All of the PINs will be cleared. Once reset, you will need to enter new PINs.

Call our Customer Service Department at 1-800-888-1300 select option 1 for current subscribers then choose option 1 for cable services. We are available 24x7 to help reset your passwords.
What if I missed a Pay-Per-View movie or event that I ordered?
Unless you tune into the program or set up a DVR recording for the program purchased you will not be charged.
I cannot order Pay-Per-View, what should I do?
  • Has your last payment been received prior to the next billing cycle? If not, PPV access is temporarily disabled. Once payment is made, PPV will be available.
  • If payment is current, check to see if PPV is active on your set top box:
    1. Press the MENU key twice
    2. Page down and select SETUP menu
    3. Select CABLE BOX SET UP
    4. Arrow down to CONFIGURATION and press OK
    5. On the right side of the screen you will see IPPV. If YES is present, you should be able to order PPV. If NO is present, PPV has been disabled.
  • Call Midcontinent Communications at 1-800-888-1300 for additional assistance.
If I have lost power, will I lose my Parental/Purchase Codes, Favorites, Reminders or Locks?
No, you will not lose this information. This information is stored in the memory of your set-top-box. If you want to ensure that your children will not view restricted programming while the programming information is being downloaded, you can set locks to be in place until the program information is available. To set locks in case of loss of power:
  1. Press the MENU key twice
  2. Page down and select SETUP menu
  3. Select PINs Setup
  4. Arrow down to "If power is lost, would you like to lock all programs until ratings and titles are restore?" Make sure answer is YES.
Why doesn’t my set top box respond when I press the keys on my remote?
  • Check your remote by following the troubleshooting steps under "My remote is not working"
  • Make sure that the remote is being pointed at the set-top-box and not the TV
  • Make sure there is power to the set top box
  • Try the buttons on the front of the set top box to turn it on or change channels
  • Call Midcontinent Communications at 1-800-888-1300 for additional troubleshooting steps or to schedule a home service call.

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Internet Troubleshooting

Why does my Internet speed seem to be slower?
Internet speed depends on several things, ranging from location of the web site you are looking at the number of people accessing a site and a computers memory capacity. Adware or spyware will also slow down the speed of your computer making virus protection and firewall very important.

  • If you are experiencing slow speeds all the time reboot your modem by unplugging the power to the modem for 30 seconds. Plug the modem back in to the power supply, wait five minutes and try again.
  • If you are experiencing slow speeds going from page to page, but other speeds are OK, your browsers cache size may be set incorrectly:
    1. From Internet Explorer, click on Tools menu.
    2. Scroll down to Internet Options (PC) on MAC go to Preferences under Explorer menu heading
    3. Click on the Setting button located in the Temporary Internet Files area
    4. Set the cache size to be somewhere between 1MB – 10MB and make sure it is selected to always check for a new version of the page
      In Netscape Navigator, go to Edit, then Preferences. In the Advanced area, there should be a cache window where you will have similar options
What is a firewall?
A firewall blocks hackers from getting into your computer and stealing personal information such as credit card numbers and bank account numbers. With your MidcoNet® connection always on, we recommend you get one. A firewall program is different than a virus protection program, which only screens for computer viruses.
What does "This page cannot be displayed" mean and how do I fix it?
This error means that the browser cannot find the page on the Internet. It is caused by either not having access to the Internet or a typing mistake in the web address.
  • Either retype the web address or try another web site.
  • Reboot your modem by unplugging the power to the modem for 30 seconds. Plug the modem back in to the power supply, wait five minutes and try again.
  • If problem still persists; please call us at 1-800-888-1300 for assistance.

How do I reboot my cable modem?
  • Unplug the small, black power cord from the back of the modem
  • Check the front of the modem to ensure that all the lights have turned off
  • After 30 seconds, plug the modem back in
  • Wait five minutes and try your connections again.
How can I avoid getting viruses?
We want your Internet experience to be a good one. That's why we provide FREE virus scans of all incoming and outgoing mail that travels through our email servers. If we find a virus, we'll block it from ever reaching your computer. But that's just one layer of protection. We still recommend that you have a firewall and anti-virus software on your own computer.

The best way to avoid viruses is to NEVER OPEN ATTACHMENTS in your e-mail. If you absolutely need to open attachments, only open those from people you are sure you know, and only when you know they are sending you one.

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Telephone Troubleshooting

What can I do to reduce the number of calls I receive from telephone solicitors?
You can place your name on the National Do No Call registry. Here is the contact information:

National Registry
Visit www.donotcall.gov or call 1-888-382-1222

Minnesota:
Minnesota Department of Commerce
85 7th Place East, Suite 500
St. Paul, MN 55101
800-921-4110
www.commerce.state.mn.us

North Dakota:
Call the national registry number 800-382-1222
ndag@state.nd.us
www.ag.state.nd.us/nocall/nocall.htm

South Dakota:
Call the national registry number 800-382-1222
www.sddonotcall.com
How can I make an International call?
Your telephone long distance must be specifically set up to allow International calling. If you subscribe to Midcontinent Long Distance and cannot make an International call, your account is more than likely set up for domestic calling. Please call us at 1-800-888-1300 to set up International calling capabilities. The cost for International calling is a $2.00 monthly fee as well as the International long distance charges. View the current per minute costs of International long distance.
What should I do if I don't have a dial tone?
  • Check other phones to see if the dial tone is lost only on one phone or all of them.
  • If you have a wireless phone, check the batteries and make sure it is plugged in.
  • If you have a wireless phone, try to use a corded phone in the phone jack to see if it works.
  • If there is still no dial tone, take your corded phone outside to the demarc (the box outside of the house where the phone line leads in to). Open the box and plug the phone in. If you have dial tone at the demarc, the phone services are connected and you may be experiencing a problem with your inside wiring. If this is the case, please contact an electrician or contractor to repair the wires.
  • If the issue cannot be resolved with the above troubleshooting steps or you would like help troubleshooting, please contact us at 1-800-888-1300.
What phone features do you offer with your telephone product and how do they work?
Midcontinent Communications offers a variety of phone features. View our telephone feature offerings.
What are the taxes and fees on my telephone bill?
Residential Access Line Charge: Authorized by the Federal Communications Commission (FCC) for providing access to and maintenance of the local network.

Local Number Portability: The FCC allows telephone companies to add this charge to all telephone lines. This fee compensates the companies for their work in creating systems in which people who change local telephone companies can take their telephone number with them.

Hearing Impaired Surcharge: State government imposes this monthly charge which helps to provide telephone services to the hearing impaired.

State and Federal Taxes: This is the amount of your State and Federal taxes which varies by your location. All telephone companies assess the same percentages.

Federal Universal Service Fund: supports telecommunication needs of consumers in low-income households, schools, libraries and rural healthcare providers.

Gross Receipts Tax: The Gross Receipts tax is on gross receipts derived from the furnishing of telephone services at the rate of 4%. The service provider collects the tax and reports the collections annually to the Department of Revenue.

Federal Excise Tax: Taxes mandated by the federal government. They are imposed on local and wireless telephone services.

Federal TRS & Administration Fee: Federal Telecom Relay Service (TRS)fee is a fee on all carriers providing interstate telecommunications must support TRS, which enables telephone conversations between people with speech/hearing impairments and those without. The Federal TRS surcharged is assessed as a percentage of interstate toll charges.

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