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FAQ
 

We've listed answers to our most Frequently Asked Questions below. If you have a question that's not on the list, we will be happy to hear from you. Just visit the Contact Us page to get in touch.



FAQ Topics:




LAND LINE

Q. I have no dial tone on my telephone, what do I do?

A. If you can, please confirm that there is no dial tone on the Network Interface (Usually located outside the home) before contacting us. This helps us get your service back up as quickly as possible.

Q. I cannot make any long distance calls?

A. We'll be happy to help with the problem, simply take note of the error message you're hearing (if any) and then give us a call toll free at 888-713-0217.

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CABLE

Q. Why isn't my cable working?

A. First, verify that your TV is on the correct channel and input selection. If you have multiple TV's and only one is malfunctioning, this often indicates a problem with the equipment or television itself. If all of your TV's are out, this could be a service issue. Either way, please contact us for more assistance.

Q. Why is my TV displaying “One Moment Please”?

A. Determine whether this is occuring on just one channel or all of them. Also, if you have multiple TV's, determine if this is occuring on all of the TV's or just one. Once you have this information, we will be better able to assist you.

Q. Why is my TV displaying "No Signal"?

A. Often, this occurs when the TV is set to the wrong input or the power to the cable equipment is turned off. Please verify the input setting and that all equipment is powered on. If you still recieve the error, give us a call. We'll be happy to help.

Q. Why am I able to see the upper channels but not the lower channels?

A. Check each of your cable connections and verify that they are securely attached. This is often caused by loose connections. If you're still having problems, please contact us so that we can help.

Q. Why am I not able to get the HD Channels?

A.HD channels require that you have an HD TV, compatible component cables, and a HD receiver. If you have all of these but still can not receive the HD channels, please let us know.

Q. Why is my PPV purchase not playing?

A. For your protection, PPV purchases need to be made within 30 min. of the program's start time. If you purchased it before this time frame, please try again. If this does not work, contact us for further assistance.

Q. Why can I not make a Pay Per View purchase from my TV?

A. A feature that allows you to order Pay Per View purchases from your TV remote may be turned off. If this is the case, there should be a toll-free number displayed on your screen. You can call this number to make your purchase via credit card. If you don't see the toll-free number, please give us a call or fill out the contact form so that we can help.

Q. Can I purchase my own DVR?

A. To ensure the best quality and compatibility with our network, we require the use of DVR's that we provide. We have put these devices through our own set of tests and standards requirements to give you the best experience possible.

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INTERNET

Q. Why can't I connect to the internet?

A. Did you add any new equipment or change anything? For example: new router or new computer? If so, you will need to contact our office so that we may assist you in activating that equipment. If you haven't, please contact us anyway so that we can help troubleshoot the problem.

Q. Why can't I connect to the internet through my cable modem?

A. Check to make sure the cable modem is not on standby. If it is, you will need to push the standby button on top of the cable modem to initialize the modem. For other problems, please contact us for assistance.

Q. Can I purchase my own cable modem?

A. To ensure the best quality and compatibility with our network, we require the use of cable modems that we provide. We have put these devices through our own set of tests and standards requirements to give you the best experience possible.


Q. Why is it prohibited for me to leave my network "unsecured"?

A. Primarily, for your protection. You are legally responsible for all activity occuring through your internet connection. If you leave your network unsecured, it's relatively easy for another person to use your internet connection for illegal purposes or even to steal your identity. We do not want to see our any of our customers end up a victim of this type of activity.. This is why we ask that you secure your network by setting a password. If you need assistance or have any questions about this, we'll be happy to help.

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BILLING

Q. What are my options for paying my bill?

A. We offer online bill paying via Visa or MasterCard, or you may call our office to make payment via Visa or MasterCard, or you may return the payment stub by mail using check or money order.

Q. Can I be set up for automatic bill payment?

A. Yes. We do offer recurring credit card payment. Visa and MasterCard accepted.

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