FAQ - Frequently Asked Questions

Q. Where do I find a channel line-up?

A.        Click Here

Q. What are your Technology Powered By Smithville Store Hours?

A.        Click Here

Q. What are your Call Center hours?

A.       Click Here

Q. Where are your physical offices located?

A.        Click Here

Q. How do I change my STV Guide Theme?

A.        Click Here

 

Q. Where do I go to return equipment (modems, set-top boxes, etc.)? – NOTE: The following locations CANNOT exchange set-top boxes. If this is required, a technician appointment will need to be scheduled to properly complete the exchange. Both locations should have the capability to exchange DSL Modems.

A.      French Lick Business Office and Technology Powered By Smithville Store Click Here

A.      Equipment can also be returned via mail to:
Smithville Communication, Inc.
1600 W. Temperance St.
Ellettsville, IN 47429

 

Q. What is the direct number for Tech Support?

A.      866-470-2583

 

Q. What is the direct number for Repair?

A.      812-876-5600

 

Q. How can I sign up to pay my monthly bill online?

A.      Click Here

Is my address eligible for Fiber, VDSL, DSL, or traditional Copper services?

A.      Give us a call at 800-742-4084, send us a message, an email, or drop by our Bloomington ‘Technology’ store, or French Lick office to speak with a customer representative click here for details.

Q. What do all these surcharges mean on my bill (this would be a “definition of charges” request)?

A.      

  • Access Residential 1 Pty (R1)—Smithville’s local service charge to recover costs incurred for the provisioning of local telephone service.
  • Interstate Access—Federal Communications Commission (FCC) mandated charge to help recover costs incurred for construction and maintaining local telephone networks used for interstate purposes.  Assessed by all telephone companies nationally.
  • Intrastate Access—Indiana Utility Regulatory Commission (IURC) mandated charge to help recover costs incurred for construction and maintaining local telephone networks used for intrastate purposes.  Assessed by all telephone companies in Indiana.
  • Federal Universal Service Fee (FUSC)—FCC established the Universal Service Fund program to help keep telephone service rates affordable for all customers in the United States..especially in high cost areas.  This charge is assessed to all customers nationally, and is calculated by multiplying the FCC’s universal service contribution factor times the customer’s interstate service charges.
  • Indiana Universal Service Fee (IUSC)—The purpose is to encourage all households whether in a remote area or in a large city to obtain and maintain telephone service and to have access to comparable services at comparable prices.  This increases the public switched telephone networks value and usefulness for everyone.
  • Dual Party Relay—Indiana Telephone Relay Access Corporation (InTRAC) is a not-for-profit corporation established to provide telephone relay service for people who are deaf, hard-of-hearing or speech impaired.  This surcharge is assessed on each telephone line in Indiana and is remitted monthly to InTRAC.
  • Q. Why is my first bill higher than expected?

    A.       We charge one month in advance for services.  The 1st bill includes one full month of service including applicable charges and taxes plus any proration for starting services in the beginning, middle or end of the bill cycle.  The 1st bill will also include any one-time installation or account activity fees if applicable.

    Q. Why is my bill higher/lower after I made a change to my service?
    A.       This answer is similar to the answer for question #14.  Any change to an account will put the 1st bill after the change into proration for adding or removing a service in the beginning, middle or end of the bill cycle plus the one full month of service with applicable fees & taxes.