Customer Service

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Since 1952, Totelcom has been offering telecommunications services to its many customers in the Comanche, De Leon, Eastland, Dublin, and Stephenville areas. These services include telephone, long distance, plus wired and wireless internet service. Depending on your location, Totelcom may be able to provide you one or all of these quality communications services.

Call our customer service representatives at 254-893-1000 for more information.

FAQs

BillingCustomer TipsPhone ServiceInternet TroubleshootingWireless Internet Troubleshooting

Billing

The following information is provided to better assist you in understanding Totelcom bills.

  • Bills will be issued monthly and are due upon receipt. They cover the local service charge for one month in advance from the date of the bill, and long distance charges for the previous toll billing period.
  • Totelcom prepares and sends out statements to be in the hands of its customers on the first day of each month. If the bill is not paid on time, a “Reminder Notice” is mailed to the customer. If the bill is still not paid when the new bills are prepared, the amount due will appear on the bill as a previous balance. A “Disconnect Notice” is then mailed shortly after the new bill, specifying a date by which the past due amount must be paid to avoid disconnection or interruption of service.
  • If service is disconnected because of non-payment, a reconnect fee will be charged and a security deposit may be required before service is restored. If you are unable to pay your bill on time, please contact the office to make acceptable payment arrangements.
  • Totelcom”s credit and collection policy is lenient but is strictly enforced. Much of the policy is driven by the fact that Totelcom must pay the long-distance telephone companies at the end of each month for all long-distance calls which Totelcom bills for these Companies. This occurs whether or not Totelcom collects from its customers for the long-distance calls.
  • The end result is a bill can go unpaid for approximately 40 days before service is disconnected.
  • As always, please direct any questions to the Totelcom business office.

For any questions concerning your bill please call your Customer Service Representative at 254-893-1000.

Customer Tips

How Can We Improve Your Service?
If You Receive Obscene Or Harassing Phone Calls…
What Can I Do About Unwanted Telephone Solicitations?
Protecting You…
Illegal Wiretapping
How Do I Know When My Conversation is Being Recorded
Pay Per Call Services…
Money Saving Telephone Tips…
My Long Distance Carrier Was Changed Without My Consent…

Phone Service

How does telephone number assignment work?
When will I get my phone bill?
What should I do if I disagree with a charge on my bill?
Is there a late fee if I am late paying my bill?
How can I check and verify that my payment has been received?
Why are there so many taxes and surcharges on my bill?
What should I do if I need to report a trouble with my line and/or any damaged lines, pedestals or poles?
What happens when a problem is found after I report trouble?
Is there any troubleshooting I can do on my own should I have a problem?
How do I disconnect my service?
Who do I call if I need to dig where there might be buried phone cables?

Internet Connection Troubleshooting

Windows 10 Updates

Microsoft could be using your Internet connection to provide updates to users outside of your home network. These are known as peer-to-peer updates. Fortunately, there is a way to turn it off. Instructions may be found here.

Reminder

Reboot the Computer

It seems trivial, but you should always begin troubleshooting computer problems by rebooting your computer! This is particularly important if your computer has worked fine in the past and only just began to exhibit problems.

Power-Cycle the DSL Router

Power-cycling the router causes it to re-synchronize the DSL signal and the network connection to your computer.

  1. Unplug then wait 30 seconds.
  2. Plug the DSL Router back in. Wait another 60 – 120 seconds.
  3. Restart your computer.

Remove Network Devices

Remove any network devices (such as hubs, wireless routers, or network switches) that sit between your computer and the DSL router. By running your computer directly into the DSL router, you can eliminate the possibility that another device on your network is causing the problem.

Power LED

Check the status of the LED lights located on the front panel of the router. “POWER” or “PWR” should be lit solid. If the power light is unlit or is flashing, try the following:

  1. Ensure that the power supply is plugged in securely, both at the wall outlet and at the back of the DSL router
  2. You may need to try a different wall outlet.

Status LED

The “STATUS” LED should be lit solid. The Status Link light will flash when the router is trying to connect to your DSL service. In most cases, it should take less than 90 seconds for your “STATUS” LED to display a solid light.If the Status link light continues to flash, try the following:

  1. With the exception of your DSL router/modem, ensure that all devices plugged into the phone line, fax machines, and satellite receivers have a DSL line filter on them. These filters prevent interference with your DSL signal. The DSL router/modem should be the only unfiltered device on the phone line.
  2. The phone cable coming from the wall should be plugged into the line side of the DSL modem. Try bypassing any splitters or other devices as they can sometimes cause interference with your DSL signal. We suggest you remove and re-plug the phone cable into the DSL Router and the wall jack to ensure the cable is plugged in securely. The cable should “click“ when it is pushed into place.
  3. With your DSL Router turned off, check the phone line for line noise. Audible phone line noise might be interfering with your DSL signal. If you hear snaps or static when making a phone call, it is likely that the phone company will need to repair your wiring or the wiring in your house will need to be checked.

LAN LED

The LAN light should be lit solid or blinking rapidly. The LAN link light will blink when your computer is sending or receiving data. It will remain solid while no data is being passed. If the link light is not lit, try the following:

  1. Make sure the ethernet cable connecting your DSL modem with your computer is plugged into the LAN port on the back of the DSL modem. Remove and re-plug the cable into the DSL modem and your computer to ensure the cable is plugged in securely.
  2. If there are any network devices between your computer and DSL router, such as a hub or other router, try bypassing them and run your computer directly into the DSL router. This will help you eliminate the possibility that one of these devices may be causing your problem.

Firewall

If you are running a third-party firewall program on your computer, these may be interfering with your computer’s ability to access the Internet. Try disabling any firewall program that you have running.

Wireless Internet Troubleshooting

The loss of your internet connection may happen for several reasons, but usually means that one or more of the devices on your home network has lost connectivity, or may need to be power cycled.

Check Power Source

Make sure the power adapter (also called Power over Ethernet or POE) for the CPE radio on the roof is plugged in and working. (This AC power supply typically has a green LED on it). Also, make sure all network devices have power.

Connect Network Cables

Make sure the physical network cables are connected to the wall plug, the computer, and to any other network devices such as a wired or wireless router.

Reboot the Computer

It seems trivial, but you should always begin troubleshooting computer problems by rebooting your computer! This is particularly important if your computer has worked fine in the past and only just began to exhibit problems.

Power-Cycle the Wireless Unit

Power-cycling the wireless unit causes it to re-synchronize with the tower.

  • Unplug then wait 30 seconds.
  • Plug the wireless unit back in. Wait another 60 – 120 seconds.
  • Restart your computer.
  • NOTE: If the power adapter is plugged into a power strip, power cycle the power adapter itself not the power strip.

Remove Network Devices

Remove any network devices (such as hubs, wireless routers, or network switches) that sit between your computer and the DSL router. By running your computer directly into the DSL router, you can eliminate the possibility that another device on your network is causing the problem.

Firewall

If you are running a third-party firewall program on your computer, these may be interfering with your computer’s ability to access the Internet. Try disabling any firewall program that you have running.

Verify Network Settings

Make sure the Internet and network settings for your computer are correct and reboot your computer. If you are connecting wirelessly with a laptop, make sure the wireless feature is turned on and you are in range of your wireless router.