General FAQs
Membership
Since we are a cooperative, the first step is to complete a Cooperative Membership form when you apply for service. Membership is free; this is just a way for us to gather proper information from you so we can make you a member of our cooperative. This membership can be completed online or in person at either of our offices in Strum or Independence, or we can mail you the form and you can complete it and mail it back.
Once your completed membership received, we will contact you to set up an installation appointment. If you complete it at our office, we will be able to schedule an installation appointment on the spot.
A cooperative is a type of business whose customers or subscribers are the owners of the business. The business has a staff, including a president or CEO, along with a board of directors to make and carry out the decisions but there is no single “owner” of the business. The cooperative members elect directors who make the overall decisions for the cooperative. The cooperative staff, including a president or CEO, then carries out those decisions on a day to day basis. Members gather annually at our Annual Membership Meeting.
Another big aspect of cooperatives is the idea of “Capital Credits“. That is money returned to the members, based on their patronage with the cooperative, when the cooperative’s revenues exceeds expenses (business expenses + plant upgrades + prudent reserve). This is returned to members over time. For more information about cooperatives or how TCC functions as a cooperative, please contact us!
Installation
Our services are installed by a trained TCC technician. It starts with making sure you have a service line (fiber or coax) to the house and service equipment mounted on the outside of your home. We then install inside equipment, typically in the basement, where the drop and outside equipment are located to bring the services into your home. This may include equipment such as an ONT, a battery backup unit, or a router.
Depending on the service(s) you are connecting, one or more pieces of equipment will be installed inside with lines (ethernet, coax) run to individual outlets in locations where you plan to keep your personal equipment. Lastly, we set up equipment wherever needed in the home to connect your personal equipment. With TV services, this may mean an outlet and receiver for each television. With Internet services, this may just mean a single modem/router with a secured Wi-Fi signal.
The main thing is that we will install all TCC equipment and the lines/outlets needed. We will do our best to connect your personal devices directly related to our service(s), but we cannot guarantee the connection or operation of customer-owned equipment.
We would prefer that someone over the age of 18 is home during the installation.
Our business hours are Monday – Friday, 8 AM – 4:30 PM. Our first appointment of the day is typically scheduled for 9 or 9:30 AM and our last appointment of the day is typically scheduled for 1 PM. This gives our technicians enough time to do a proper and thorough installation to your satisfaction. While the service(s) being installed and the circumstances at the premise (existing wiring, outlets, etc.) can provide some flexibility to our schedule.
Lead times for installation vary throughout the year, but typically we can install services within 4 to 8 business days from the day you sign up.
Billing
Billing runs from the first of the month to the end of the month. Bills are sent so you should receive them by the first of each month. Charges are for the current month plus any adjustments from the previous month. You will receive a paper bill in the mail unless you opt for paperless billing, which will result in an email sent to you when the bill is ready to review.
Bills are due on the 15th of the month. Read more about our Payment Policies.
There is a $2.00 late fee added to any account which is not paid in full by the 15th of the month. Reminder notices will be sent if the balance is not paid by the 20th and we will disconnect services if the balance is not paid by the 30th. If you have any questions, please contact our office. Read more about our Payment Policies.
You can pay your bill in the following ways:
By telephone with our secure pay line 1-844-827-4767
By mail using a check to PO Box 578 Strum, WI 54770
Using our Smart Hub app or website
Automatically (sign up Direct Bill Payment Form)
Yes, TCC pro-rates service charges to the day services are connected or disconnected and for any changes made to your services. Pro-rated charges will be added to the next available bill. Billing is closed by about the 25th of each month to prepare our bills for mailing. Connections, disconnections, and changes made after billing is closed will be reflected on the next months’ bill. Please contact TCC if you have any questions. Read more about our Payment Policies.