Frequently Asked Questions

General

• What is Northland High-speed Internet?
Northland High-speed Internet Service is delivered to your computer through an advanced fiber-optic network instead of copper phone lines. Stream HD movies and TV Shows without buffering. Watch as images load almost instantly, email messages are retrieved in the blink of an eye, and file downloads take seconds instead of minutes.
• How fast is it?
We offer high-speed Internet service with speed up to 24 Mbps. Not all service levels are available in all areas. Please contact your local office for more details.
• Can I watch TV and surf the Internet at the same time?
Yes. Northland uses separate channels for video and data services so you will have no problem using both at the same time.
• Do I need cable television service to get Northland Internet?
No. You can take advantage of Northland's High-speed Internet as a stand alone service but you'll save when you bundle 2 or more services.
• Can I use my own cable modem?
Yes. Most DOCSIS certified modems will work with Northland Internet. We reserve the right to disallow the use of any cable modem that does not meet our minimum operating standards so please contact your local Northland office to verify your modem meets these standards.
• Will I get email ?
Our email is now powered by Google and takes advantage of the Gmail interface. You'll receive over 7.5GB of email storage space and you get up to 5 email accounts.
• When will Northland High-speed Internet be available in my area?
We are working hard to bring this service to as many customers as we can. If service is not yet available in your area, please contact your local office with your request so that we can contact you when service is available.
• How do I sign up?
Simply fill out one of our Order Now forms and we'll get in touch with you or you can call your local Northland office to schedule an installation.
• Can I watch TV and surf the Internet at the same time?
Yes. Northland uses separate channels for video and data services so you will have no problem using both at the same time.
• Do you offer packages for businesses?
Yes. Please see our Business Class Services site for more information.

Installation

• How long does the installation take?
A typical installation takes 1 hour. This allows the technician to check the quality of the cable lines inside and outside of your home, add an outlet if necessary, and assure that your cable modem is working properly.
• Can I use my own cable modem?
Yes. Most DOCSIS certified modems will work. We reserve the right to disallow the use of any cable modem that does not meet our minimum operating standards so please contact your local Northland office to verify your modem meets these standards.

Setup

• How do I setup my NCTV.com email with Outlook or Outlook Express?

Please view our Email Quick Start Guide for detailed instructions.

• How do I set up my NCTV email on my iPad, iPhone or iPod Touch?

Check out this instruction sheet on connecting your iPhone, iPad or iPod Touch to your NCTV email.

Computer Security

• What is a firewall?
A system designed to prevent unauthorized access to or from a private network. Firewalls can be implemented in both hardware and software, or a combination of both. Firewalls are frequently used to prevent unauthorized Internet users from accessing private networks connected to the Internet, especially intranets. All messages entering or leaving the intranet pass through the firewall, which examines each message and blocks those that do not meet the specified security criteria.
• Why do I need a firewall?
In short, if you have one or more PC's connected to the Internet, you are potentially vulnerable. Without a firewall, the chances are that if you can see the internet, then the internet can also see you. A firewall's job is to hide your computers and your network from the internet, and to restrict access to your network from those who would attempt to gain unlawful access: so called 'hackers'. It can also provide other services, such as Intrusion Detection Systems that provide information about hacker activity against your systems.
• What is the difference between a software and a hardware firewall?
Software firewalls allow for very flexible protection and are generally easy to configure, however, since they run at all times, they require resources (CPU, memory, and disk space) which can slow down your computer while you are working. They can also be very OS-specific, meaning that you must install the correct version for your operating system, or you may experience problems. Hardware Firewalls are usually a separate piece of hardware that connects between your computer and your modem. They tend to provide more complete protection than software firewalls, run independent of your OS and applications (which means you will not experience slow-downs due to the firewall), as well as having the ability to protect more than one system at once. This is important if you have multiple computers networked together. The disadvantages of hardware firewalls are that they can be expensive and can be difficult to configure, however, most consumer-available routers have built-in hardware firewalls and usually come pre-configured.
• Where can I get a firewall?
There are many different software firewalls available, two of the more popular titles include: McAfee Total Protection and Norton Internet Security
• What is a virus-protection program?
A virus-protection program is a piece of software that scans your files for known viruses, that can be installed on either your home or work computer. Viruses can be spread by many different means, from email, to simple web-surfing and these programs use an up-to-date file that lists all of the known viruses, and checks this list against the computer that it is installed on. Depending on the manufacturer, these programs are almost always "live" (meaning if your computer is turned on, the program is protecting your files) and may even provide a way for users to setup automatic updates to stay on top of new viruses as they become potential threats.
• Why do I need a virus-protection program?
Because there are so many different ways that viruses can be spread to your computer, virus-protection programs are essential for users that are connected in any fashion to the internet. The intended purpose of these viruses can vary, from fairly harmless viruses that simply display a message, to varieties that can delete important system or personal files. Due to the prevalence of these dangerous viruses in today's digital world, a virus-protection program is highly recommended.
• Will I have to buy new programs frequently to stay protected?
As mentioned above, viruses do come very frequently and therefore the only way to keep up-to-date, is to ensure that your virus-protection program is updated at all times. Depending on the manufacturer, the software itself can usually be configured to automatically download and install virus updates, which means that there is very little effort needed on the user's part.
• Where can I get a virus-protection program?
There are many different virus-protection programs available, however, here are two of the top-rated titles: McAfee AntiVirus Plus and Norton Antivirus 2011 - 1 User
• Are there any "all-in-one" programs that will provide increased security?
Yes. McAfee Total Protection and Norton Internet Security
• Does Northland guarantee my security if I use one of the methods listed?
No. Unfortunately even the implementation of any one, or all, of the methods found on this page may not completely protect your personal computer security. Due to this fact, Northland cannot be held responsible if something does happen. However, we highly recommend looking into one of the options listed above, in order to take the necessary precautionary steps before you actually experience a security breach.

Resources

Note: Some features detailed in the resources below may not be available at this time or in all areas. Please contact your local office if you have any questions.

• 24-Hour Internet Help Line 1-877-212-9510
• Configure your email
  Email not setup yet? Please call 1-877-212-9510
• View the Email Quick Start Guide
• Access the Online Support Site

Mail Settings

URL: home.nctv.com/username
FTP Settings
Username: your email address
Password: email password

Web Space Settings

Incoming Mail: pop.gmail.com
Outgoing Mail: smtp.nctv.com
Hostname: home.nctv.com
Web mail URL: mail.nctv.com

Frequently Asked Questions

General

• How does home phone service work?
Digital home phone service securely transmits phone calls over the Internet. With home phone service, when you pick up your regular telephone and dial a phone number, a data connection is made with the called number. Your spoken words are translated into data packets. These data packets are transmitted over data networks and reconverted to words at the other end.
• How good is the call quality?
Call quality is similar to service quality available from your local phone company.
• Is home phone service available in my area?
In most cases, if Northland High-Speed Internet service is available to your service address you can subscribe to our home phone service.
• Do I need Northland High-Speed Internet to get home phone service?
No, a Northland High-Speed Internet connection is NOT required for home phone service.
• Can I make calls and access the Internet at the same time?
Yes, you can make calls and surf the web at the same time.
• Is 911 Service available?
Yes, 911 Service is available when called from your local calling area. If you are using home phone service outside of your local calling area, we encourage you to use another phone if you need to call 911.
• Is 411 Service available?
Yes, 411 Service is available. The charge is $0.99 including the call to directory assistance, the call connection, and 3 minutes of talk time on the outbound call. Any additional minutes are billed at $0.10 per minute.
• Does home phone service replace my current phone service?
That's up to you. home phone service can replace or complement your current local and long distance service depending on your calling needs. Please note that home phone service like your high-speed Internet service, will not work during a power outage.
• Can I use your service with my home alarm system or personal emergency response services company?
You may connect your home alarm system to Northland’s system. Northland’s voice service should work with most commonly available home alarm systems that require a phone line for their proper operation. We recommend that you consult with a qualified alarm system or personal emergency response device technician before connecting your system to Northland’s voice service in order to confirm compatibility

Phone Number

• Can I keep my phone number with home phone service?
Yes, in most cases your phone number can be moved, or ported, from your current phone company to your home phone service. To move your number, you must authorize Northland as your local, long distance and international call carrier. Number porting can take 2-3 weeks to complete. Until your number is ported, please do not cancel service with your current provider. You will be notified when your number has been ported.
• If I want a new phone number, what kind of number will I get?
If you choose to be assigned a new telephone number, you will receive a number that is local to your area. Only local numbers are offered for primary phone service to ensure the best availability for 911 service.
• Can I add a second number?
Yes, you may add a second phone number. Your second number or virtual number can be a local number, an out-of-area number or a toll-free number. Please note your second number can be used only to receive calls, not to make them. A second number costs just $5.00 per month. When dialed, a second phone number will ring the same phone as your primary home phone number.
• Can I have a phone number from another area?
Yes. You may add an out-of-area number as a second phone number. For example, you can add a number from Fort Worth, TX to your Highlands, NC home phone account. Out-of-area numbers allow friends, family or customers to place a local call to reach you, saving them from having to pay for long distance call charges. Phone numbers from hundreds of locations are available to choose from.
• Can I have a toll-free number?
Yes. You may add a toll-free number so that others may call you for free. 100 minutes of incoming calls per month are included with each toll-free number. After the first 100 minutes, additional incoming calls are billed at $0.049 per minute.

Equipment & Installation

• How do I set up my home phone service?
Just contact your local Northland office to schedule an appointment. Our professional installers will make sure to check all of your service connections to ensure you receive the best possible home phone service.
• Is home phone service difficult to set up?
Set up should take just a few minutes to make the three required connections. Once everything is connected, automatic configuration can take up to 15 minutes. Once complete, you will be able to hear a dial tone and may begin making calls as you normally would.
• Will home phone service work with the phone that I use today?
Yes, simply plug your regular phone into the telephone adapter. Features such as Caller ID may require compatible equipment.
• What equipment do I need for home phone service?
1) Any standard corded or cordless phone 2) A telephone adapter with a built-in router
• What is a telephone adapter?
A telephone adapter is a device about the same size as a small answering machine that allows you to connect your phone to your broadband Internet connection. You must use the Northland provided telephone adapter to use your home phone service.
• What is a router?
A router allows you to share your Internet connection between two or more devices. With home phone service, the router is a part of the telephone adapter. It enables your phone and Internet services to share the same Internet connection.
• Can I use a cordless phone?
Yes. Any standard phone will work with your home phone service. Use your cordless phone as you normally would.
• Do I need a computer to use home phone service?
You do not use your computer to make or receive calls with your home phone service. home phone service uses your high-speed Internet connection which is 'always on'. You will need a computer with browser software to access the online account center and to make any configuration changes to your telephone adapter. (We recommend using Microsoft Internet Explorer version 5.0 or higher.)

Using Your Home Phone Service

• Do I need to dial the area code when I make local calls?
Depending on the area you live in, you may need to use the 10 digit number to place local calls. In most cases, if you are calling a phone number with the same area code as your home phone number, you only need to dial the seven-digit number. For example, if you live in the 828 area code, to call another 828 number you only need to dial 123-4567, instead of 828-123-4567.
• What features come with home phone service?
Monthly calling plans include great calling features such as VoiceMail, Call Waiting, Caller ID, Call Forwarding, and more -- all at no extra charge.
• How do I use my home phone service features?
Please refer to the phone features section and the Getting Started Guide you will receive with your telephone adapter for instructions on using and managing your home phone features.
• How do I set up my VoiceMail?
Directions for setting up and using your VoiceMail can be found in the Getting Started Guide which will be included with your telephone adapter.
• Can I take my phone service with me when I travel?
Yes, wherever you have your telephone and adapter plugged into a broadband Internet connection such as at a hotel, relative's house, etc. you can have your home phone service. When someone calls your phone number, your phone simply rings at that location -- whether you are home or traveling somewhere else in the world.

Plans & Billing

• Do I need to sign long term contract?
No. Unless you've committed to a term to receive a promotional rate, service can be terminated on 30 days notice.
• How will I be billed?
Your home phone charges will be appear on your monthly statement from Northland.
• What are the rates for International calls?
Rates start as low as $0.02 per minute and vary by country. You can contact your local office for specific information on rates.

Resources

Note: Some features detailed in the resources below may not be available at this time or in all areas. Please contact your local office if you have any questions.

Phone Settings

You may adjust your phone settings with these login links. Your login link is listed on the back of your phone guide.

• myphone.nctv.com
• digitalphone.nctv.com
• myaccountcenter.net

Phone Guides

• Southeast Phone Guide
• West Phone Guide
• Texas Phone Guide