Remote Support

Should the need arise, our Technical Support Team has the ability to remotely connect to your computer or device and provide troubleshooting while controlling your device from our Technical Support Center. If a Technical Support Representative directs you to do so, you can click the link below to begin a remote session.


FAQs (Frequently Asked Questions) and Common Support Solutions

Following below are support solutions and links to reference guides. Please select a category such as “Billing” or “Internet” to find answers to common questions. You may also call our office at 888-826-4211. If you prefer to email us your question, please go to this page to fill out an online form with your question.

Xpress Wireless Customer Data Consumption2020-02-12T12:18:19-05:00

For our Xpress Wireless Internet customers, we’ve provide a useful tool to help monitor your bandwidth usage during the month. Click the link below to see your usage.

Xpress Wireless Internet Bandwidth Usage

NOTE: You must lauch the Bandwidth Usage Tool from the location with Xpress Wireless service. This tool will not work remotely.

Why Is a Speed Test Not Showing the Speed I Pay For?2020-10-20T11:22:41-05:00

Because there are number of factors that can affect speeds to an individual device, in order to test your connection speed, it’s best to run a test from your modem/router that’s directly connected to the Internet coming into your home. Simply use the Bandwidth Test within the CommandIQ app to start a test from your Internet equipment.

Why Do I Need A Landline?2017-12-27T16:50:33-05:00

South Central encourages our rural customers to consider the security of having a landline, even if you make most of your long distance calls from your cell phone. In the rural communities of Southern Utah, cell service is often marginal, and even if you can make an emergency call, that call might be routed to the wrong dispatch center based on what tower handles the call. Landline telephones are dependable since South Central has backup power in our facilities. So even in the event of a widespread power outage, the landline telephone system will function, if you have a telephone that is capable of operating without commercial power. Besides the dependability of the service, we remind you that, as a member of the coop, you are a part owner in the company. Your use of the services we provide contributes to the local economy and adds to the stability of the rural lifestyle. Click here for more information on the advantages of a landline.

Why Are My Internet Speed Tests Slower On WiFi?2020-10-20T11:21:10-05:00

Your testing speeds over Wi-Fi are impacted by many things, consider the following:

  • What is the maximum speed the device you’re using will support? If you’re using a Gig Internet connection, most mobile devices are not capable of achieving 1000 Mbps over WiFi with today’s wireless technology.
  • Is there a chance you have a virus or malware on your device?
  • Do you have other applications running on your device when you’re running the speed test?
  • How far are you from the wireless signal? Do you have a good signal?

All of these things may cause slower speed tests results over Wi-Fi.

Who Can I Choose As My Long Distance Carrier?2017-12-27T16:50:28-05:00

Equal Access rules give the consumer the choice of selecting any long distance carrier to provide toll services. South Central has competitive rates on long distance service, which is provided over the switched telephone network. We have made changes to move away from the common and problematic VOIP services that many carriers use. We have three plans for both business and residential subscribers to choose from. If you choose another carrier, you will need to make sure that they have made the arrangements to bill you for those calls, as they will not be included in your monthly South Central statement.

When Is My Payment Due?2023-01-10T20:00:18-05:00

Bills are distributed on or before the 1st day of each month and payments are due to our office by the 20th of the month.

Please Note: AutoPay payments are debited on the 15th of the month or the following business day.

When Can I Expect My First Bill?2017-12-27T16:54:51-05:00

Our bills are mailed on or before the first (1st) of each month. Since many of our services are billed in advance, your first statement will include the first full month plus any prorated charges that apply to the partial month in which you initially subscribed to service.

What Payment Options Do I Have?2017-12-27T16:56:00-05:00
  1. Mail Payments in the provided pre-addressed Envelope
  2. Your payment can be made automatically either through a bank or credit card account. Call your customer service specialist to get it set up, 888-826-4211. You’ll save on stamps and will never have to worry whether you paid your bill or not.
  3. Pay Online with our secure bill pay process – E-Bill
  4. Call with a credit or debit card – 888-826-4211
  5. Visit one of our offices and pay by credit, debit, check or cash.
What Are The Taxes And Surcharges On My Bill?2017-12-27T16:54:07-05:00

Federal Charges

Federal Universal Service Charge

The Federal Government has a policy to promote telephone service to all Americans at affordable and reasonably comparable rates. All telecommunications companies are required to pay this money toward a federal program that assists high cost rural telephone companies in proving service in rural areas at about the same rates as urban areas and provides phone and Internet service to schools, libraries and rural health-care facilities. The fee is charged as a percentage (currently 17.4%) of all federally authorized telephone charges.

Federal Access Charge

Also known as the Subscriber Line Charge (SLC) and the End User Customer Line Charge (EUCL), this is an FCC authorized charge for network access. The charge helps pay for the operation of the local telephone network and covers costs that not already recovered by the local phone services monthly charges. This charge was meant to keep basic local rates stable at the time of the Bell system breakup. It helps cover phone companies’ fixed costs to operate and maintain the local phone network. It is currently capped at $6.50 for a primary residence/business line (April 1, 2012). Multi-line business customers pay $9.20 per line for end user common line charge (EUCL).

Federal Excise Tax

This tax was created as a luxury tax to pay for the Spanish-American War and is currently assessed at 3% of all billed local services. All proceeds are used for general Federal Government purposes.

State & Local Charges

E911 Surcharges

An E-911 emergency services charge is levied on each landline. These taxes are collected by the service provider and remitted to the state to fund emergency services.

Video/Cable TV Basic Troubleshooting2017-12-27T20:39:52-05:00
  1. If you can’t see any channels over 13, check the input mode on your TV. It should be set to CATV not Antenna.
  2. Check all coaxial cables running in to your TV, VCR, Sound System, Etc, to be sure they are connected properly.
  3. If your cable isn’t plugged in directly to your TV, check that the device the cable is plugged in to (such as a VCR or DVD Player) is plugged in and powered on.
  4. You may have to program your TV to receive all the channels. Every TV is different, but generally you can access the program function using Menu, selecting your input type (CATV) and selecting channel search (or auto-search, memory, scan).
  5. If that doesn’t work, call South Central Technical Support.
Updating e911 Emergency Location of IP Phone2021-07-14T12:05:57-05:00

If you’re the operator of a Hosted PBX Voice system, it’s vital your phone system can accurately report the location of each phone’s physical address to 911 operators, down to the building, floor, and room number of each phone. To set this location on your existing IP phones or to update the physical location of an IP phone you’ve moved, follow the instrucitons in the video below.

For assistance with configuring your HPBX Voice system, please contact our Technical Support Team at 888-826-4211. Or you can email techsupport@socen.com to set up a time for a technician to contact you.

Telephone/Voice Troubleshooting2017-12-27T20:36:37-05:00

If you do not have a dial tone, hear static, or your phone is “busy” when others call:

  1. Unplug all of your phone equipment, including satellite TV box, phones, fax, and modem, from the power outlet as well as the phone jack.
  2. Plug in ONE hardwired phone (if you have one) ONLY.
  3. If your call works properly, you probably have a faulty piece of hardware. Plug in each piece of equipment, one at a time, to determine which is at fault.
  4. If that doesn’t work, call South Central Technical Support.

If you hear static and are also a DSL High Speed Internet customer:

  1. Turn your modem off.
  2. If the static goes away, either your DSL filter is missing, installed backwards or is faulty.
  3. Check your line for a DSL Filter (it will look similar to the image to the right), if not present, install one. The filter should plug in to the jack, then your phone will plug in to the filter.
  4. If that doesn’t work, call South Central Technical Support.
How To Read Your Bill2017-12-27T20:30:03-05:00

How Long Will It Take To Get Service Connected?2017-12-08T17:28:32-05:00

Generally, for telephone, DSL and Cable TV, the estimated time frame for connection is 3 to 5 business days. If we need to install cable or make upgrades to our system to provide service to a location that has never had service before, the time frame can be longer. In most cases, if there has been service at your location before, the installation will be done in less time. Our technicians will try to make contact with you, or will leave a notice on your door, when the installation has been completed and your service is working. If you have questions, or the service you have requested is not working, please call us by dialing 611 from your landline phone, or (888) 826-4211.

How Do I Set Up My Voicemail?2018-04-20T11:50:19-05:00

Please visit our Voicemail Instructions page.

Fiber Service Battery Backup Replacement2019-01-09T18:14:40-05:00

If your residential voice telephone service is provided using fiber optics rather than the traditional copper based line, the residential voice telephone service requires backup battery power to continue functioning during a power outage. See our Fiber Battery Backup Notice for more information.

Your battery may need to be replaced every two or three years or when the battery is no longer functioning. We can sell and install a replacement backup battery when the battery needs to be replaced. Or you may purchase and install a replacement the battery on your own.

To change the Fiber Backup Battery yourself:

  1. Obtain a new battery. These can be purchased on Amazon.com:
  2. Following the steps in the video below

If you have any questions, please contact our Technical Support Team at 888-826-4211 or email techsupport@socen.com.

Do I Need An Additional Phone Line To Get High Speed Internet?2017-12-27T16:50:40-05:00

In some of our services areas, (those along I-15) we offer wireless or Cable Internet FiBERlink solutions. However, in our Cooperative areas, Digital Subscriber Line (DSL) based FiBERlink does require a telephone line to access the Internet. We have very competitive pricing for all services we offer. If you already have a phone line, an additional phone line is not needed. You can use your telephone and Internet at the same time.

Can I Talk On The Phone And Use The Internet At The Same Time?2017-12-27T16:50:23-05:00

Yes. However, DSL filters are needed on phone lines to filter noise from the Internet. Those filters will be provided by South Central at the time of installation.

Can I Have More Than One CommandIQ Login?2020-10-20T10:58:41-05:00

While the CommandIQ App can be installed on multiple devices, only one person can be logged into CommandIQ at a time to avoid any setting conflicts. For example – permissions or scheduling. Best practice is to have a shared login for parents, so they cannot issue contradictory instructions at the same time, but can both login as needed to adjust any settings.

Basic Internet Troubleshooting Steps2017-12-27T20:34:36-05:00
  1. First try power cycling your modem. Just unplug the power cord from your modem, leave it unplugged for 15 seconds, plug the power supply back into the modem, wait a minute and then retry connecting to the Internet.
  2. If that doesn’t work, try power cycling your router (if you are using one). Unplug the power cord, leave it unplugged for 15 seconds, plug the power supply back into the router, wait a minute and then retry connecting to the Internet.
  3. If that doesn’t work, try restarting your computer.
  4. If that doesn’t work, call South Central Technical Support. Please be at your computer with it turned on when you call.