FAQS

/FAQS
FAQS 2022-02-18T09:35:44-06:00

Frequently Asked Questions

Sign Up | Installation | Billing | Cable | Internet | Membership | Phone | Policies | Services | Serving Area | Other/Misc.

SIGN UP

How do I sign up for TCC services?

Since we are a cooperative, the first step is to complete a Cooperative Membership form.  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.  The fastest way to sign up is to complete your membership form online!

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.


INSTALLATION

What is all involved in an 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.

Do I have to be home?

We would prefer that someone over the age of 18 is home during the installation.

What days and times to you offer installation?

Our business hours are Monday – Friday, 8 AM – 4:30 PM.  Our first appointment of the day is typically scheduled for 9 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,

How long will I have to wait to get installed?

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

How does TCC bill for services?

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.

When is the bill due?

Bills are due on the 15th of the month.  Read more about our Billing Policies.

What happens if I don’t pay by the due date?

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 Billing Policies.

How can I pay my bill?


You can pay your bill by mail (check), online (Smart Hub), automatically (download Direct Bill Payment Form), Check-by-Phone ( 1-800-831-0610), and Card-by-Phone (24 hour secure pay line  1-844-827-4767)

Does TCC pro-rate partial charges?

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 Billing Policies.   -TOP-


CABLE

How do I program my receivers and remotes?

You can find links to instructions on our Cable Support page.

Do I need a box for each TV?

Whether you need a receiver (box) for each TV or not depends on the area in which you live and which type of cable service TCC offers and whether you wish to subscribe to features that require a box.  Please contact TCC for a specific answer for your service/situation.

What channels does TCC offer?

See our Channel Line-up web page for a list of current channels offered by TCC.

What is “WatchTVEverywhere (and how do I use it)?

WatchTVeverywhere is your online, on-demand access to stream programming from over 60 cable channels, included with TCC Cable.  Learn more at: https://www.tccpro.net/gettcc/watchtveverywhere.

How do I use a DVR

You can find instructions for using a DVR at our Cable Support page.

How do I watch Video On Demand?

Just choose “On Demand” from your remote and go through the menu options to find a program you wish to watch!   For more information and instructions on using Video On Demand, visit the Video On Demand website.

How do I watch Pay Per View?

Press the Guide button on remote and scroll to the 300’s.  Press “OK” to order a Pay-Per-View program.  There may be a default security code of 0000.  There is a charge for Pay-Per-View programming, which will show up on your next TCC bill.  You can set locks on your Pay-Per-View so it can only be ordered with your permission.  Contact TCC if you have any questions about Pay-Per-View.

How do I turn Closed Captioning On/Off?

Here are the instructions for turning Closed Captioning on and off on your DCT or DVR Cable Receiver:

Traditional/Coax:
Press STB button
Press Power button (to turn cable box off)
Press Menu button (a white, text-based menu comes up)
Press the Down Arrow button to get down to Closed Captioning
Press the OK button -or- the Right Arrow button to toggle between Disabled and Enabled
Set as desired
Press Menu Button
Press Power Button (to turn cable box back on)

IPTV/Amino boxes:
Press the # Key on your remote to toggle between On, On-608, and Off
(“On-608” is for older, analog TVs — on a flat screen TV it will look the same as normal Closed Captioning)
Keep pressing the # Key until you get to your desired setting

What if I have troubles?

(1) First, make sure both your Cable Receiver and your TV are turned on
(2) Check to make sure your TV is on the correct Input (Input/Source button on remote)
(3) Check to make sure the TCC remote is set to STB (at the top)
(4) Try unplugging the Cable Receiver and your TV and plug them back in
(5) Visit our Cable Support page for other instructions
(6) Contact TCC

What Are Sun Outages?


Twice per year, cable and satellite tv subscribers experience “sun outages” on certain channels. This happens when the earth’s orbit puts the sun directly in line behind the satellites that provide signal for certain tv channels. The sun’s solar radiation interferes with the signal, causing outages. The outages typically last about 15 minutes and occur during the middle of the day. Sun outages happen in the spring and again in the fall. Unfortunately, there isn’t anything TCC can do about this – as it is happening to the programmers we get our content from. Contact TCC if you have any questions.

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INTERNET

What packages does TCC offer?

TCC offers Internet as a stand-alone service and bundled with Cable and/or Phone service.  Please see our Services page for current packages and options.

How do I know which speed I need?

The package/speed best suited for your needs is determined by the number of users and devices and what you plan to do online (Netflix, E-mail, web surfing, gaming, etc.)  The more people and devices that are connecting and the more video, streaming, and gaming you plan to do, the higher the speed/bandwidth you may need.  We can help you choose the right speed for the best experience!

Can I change speeds?

Yes, you can change your speeds by contacting TCC (online, E-mail, phone, in person) and requesting a change.  There is no truck-roll needed and there is no service fee for making the change.

Can I use my own modem or router?

Depending on your location and which type of connection we need to use to provide your service, you may be able to use your own modem.  You can use your own Wi-Fi router if you like, regardless of location/connection.  However, please remember that TCC modems and routers are fully supported by TCC at no extra cost to you.  We can upgrade the firmware, recover or change the Wi-Fi password, adjust settings, and more.  Plus, if the equipment fails, it will replaced for you at no cost.  So, while you *may* be able to use your own equipment, we think you’ll have a better experience using ours.

Is there a time or usage limit?  (xx GB of use?)

No.  TCC does not limit your Internet usage by time or data used like is common with cellular and satellite providers.  You can use your TCC Internet as much as you like without worrying about being slowed down, shut down, or charged extra!   -TOP-


MEMBERSHIP

What is a cooperative?

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!

How do I become a member?

Just complete our online membership form.  It’s free, easy and only takes a few minutes!  -TOP-


PHONE

Is unlimited calling included?

Unlimited local calling is included with TCC phone service.  See our Phone Support page or the front of our phone book for local calling areas.  Long Distance is billed at $ .12 per minute or by special long distance package for numbers in the U.S.  For numbers outside the U.S., rates vary by destination.  Please contact TCC if you need further information.

Can I keep my phone number?

Yes, when you switch to TCC phone service, you can bring your current phone number with you.  There is a process in place for porting numbers; please contact TCC if you are interested in porting your number.

How do I setup and use Voicemail?

You can find instructions for setting up and using Voicemail on our Phone Support Page.

How do I manage my phone account online?

If you have our traditional phone service, go to: https://tccmytv.tccpro.net/Voicemail/ and log in with your phone number and Voicemail PIN.

If you have our phone service over your Cable/Internet modem, contact TCC to activate the “Self-Care Portal.”  Then, go to: https://tcc.myservicemanager.net and register and then log in to your account.

What Calling Features are available?


To see which calling features are available from TCC, click view calling features, refer to the green section in the front of the TCC Telephone Directory, or contact TCC with specific questions.

What do I do if I have phone issues?

Please visit our Phone Support page for our troubleshooting tips for common issues.  If this does not resolve your issues, please contact TCC.   -TOP-


POLICIES

Are there contracts on TCC services?

No, we do not have contracts on our regular services.  We may offer a special promotion, which requires keeping a certain service level for a period of time, but it is not required for regular service.

Does TCC have an Acceptable User’s Agreement?

Yes, we do have such an agreement to outline what we expect from our customers regarding the use of our services.  Click the link to read our Acceptable Use Policy.

Where can I find the Cooperative By-Laws?

You can find a copy of our Cooperative By-Laws at:  https://tccpro.net/gettcc/bylawsandtariffs/    -TOP-


SERVICES

What do I do if I need help?

We have online resources on our website – just click Customer Care and then the support page for the service you need help with.  You can also call us day or night to ask questions or report a trouble.  We have a live, after-hours help desk (located in Iowa)

Where can I find information about TCC services?

We have a few resources for you.  We have a Services web page, which describes our services more completely, and Cable, Internet, and Phone Support pages, which provides support-related information about our services, a Customer Care page, which provides links to popular information.  You can also call our offices at 715-695-2691 or E-mail us and work directly with TCC staff!

How to I change my TCC services?

You can change your services by calling our office, emailing us, or going online to our Smart Hub Order Management system and requesting your change.  We will make the change on the date you request (pending availability if truck-roll is needed) and pro-rate your old and new services on the next bill.   -TOP-


SERVING AREA

What communities does TCC serve?

Go to our Serving Area web page.  Click/touch map for larger view:

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OTHER/MISCELLANEOUS

Does TCC hold any classes?

Yes, TCC offers free “basic technology” classes several times per year (typically fall and late winter).  A list of scheduled classes and their descriptions, along with an online signup, is posted to our Class Web Page.

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