Troubleshooting & FAQ

• Verify if connection is working on any device. Test the Internet connection on multiple devices if possible. If the connection is working on another device – restart the computer / tablet / phone having troubles – reconnect to the modem – and test again or troubleshoot that device specifically. If the connection is not working on any device – proceed to the next troubleshooting steps.
• Restart your DSL Modem. Power cycle your DSL modem by unplugging the power cable to the modem for 30 seconds and power the modem back on.
• Verify the telephone line setup. Specifically if you note that the "DSL" light of your DSL modem is blinking or not lit at all – verify your telephone line setup. Be sure the telephone line connects directly from a standard telephone wall jack to your DSL modem. If your telephone line runs through a surge protector – bypass the surge protector and connect the phone line directly to the modem and power cycle the modem.

There are many possible factors that can result in poor internet speeds when web-browsing, video buffering etc. Here are a few common causes and tips:

1. Verify whether the same issues occur on other devices. Test with a different computer, or device. If the issue only occurs with one PC or device, then the problem is not with your internet connection, router / modem.
2. Reboot, reboot, reboot. Restarting your computer, router and modem if you have them can oftentimes result in improvements in the connection.
3. If you're using Wi-Fi, you might find that your router and internet are fine, but your wireless signal is weak or experiencing interference, causing a slowdown. In that case, you may need to reposition, tweak, and boost your router. There are many online tips available for tweaking the wireless channel or signal within your wireless router.
4. Look for bandwidth hogging applications, or devices. If your computer is downloading a large file, streaming Netflix or a YouTube video, it may have an effect on the speed of other applications or devices. Similarly, if other devices in the home are streaming video such as Netflix, or performing online gaming etc. you may see a degradation of speed to other devices in the home. The more bandwidth that is in use by other devices or programs, the less bandwidth that will be available elsewhere. "Cloud" backup services such as Apple ICLOUD, or Dropbox may also be running in the background, backing up your pictures and videos etc. to an off-site backup to the web. This can transfer very large amounts of data and oftentimes without you even being aware. Look to turn off those services, or only run them when the Internet will not otherwise be in use.
5. Check your web-browser (Internet Explorer, Google Chrome, Mozilla Firefox etc). It may be that your Internet connection is fine, but your web-browser is experiencing troubles, or loaded with Add-ons, Extensions, or Plugins that are slowing down the response time. It may be a good practice to have alternate web-browsers to test. If you customarily use Internet Explorer – try Mozilla Firefox or Google Chrome. These alternate browsers are oftentimes less susceptible to troublesome Add-ons and extensions. You will also want to disable or remove Add-ons, plugins, or extensions periodically within your browser to keep it running smooth.
6. Test your connection speed. Turn off any other computers or devices that may potentially be using the Internet connection – including smart-phones and tablets – and then test your Internet speed. There are online speedtest sites that can give a fairly accurate report of your connection speed. Keep in mind these testing sites are off-site, so if you are able to test to these remote locations and receive 70% of your advertised speed, or higher – that is a good result. Compare those results with the rate plan you are paying for.
   
   Popular online speedtest sites:
   https://www.speedtest.net/

Unplug all the telephones, computers, answering machines and satellite dishes from the telephone jack and electricty. Plug one phone back in and see if dial tone has returned.

If there is still no dial tone and you have a Network Interface device (NID) on the outside of your home that can be opened, unplug the wire inside and plug a phone directly into the jack in the NID box.

If you have dial tone and can place a call, there is a problem inside. Once you have completed the previous steps and the problem persists, then report the problem to our business office. If it is after hours, leave a message and our service technicians will be paged.

(Check By Mail & In Person)

Local and Internet service is paid one month in advance. Bills go out the first of the month. They are due on the 20th with automatic cutoffs on the morning of the 21st.

1. You may pay your telephone bill directly through your bank.
   You receive your bills as a record of your calls and charges but it is marked paid or use Paperless Billing. To apply for this service call our office at 888-329-6225.
2. Mail your check to:
   
   Pierce Telephone Co., Inc.
   P.O. Box 113, Pierce, NE 68767
   
   You may pay in person at our office, or use the "drop box" if you prefer.

Any call that requires operator assistance, dialing "0", person to person, collect, credit card, time charges: Operator service charges do apply.

Local Dialing:
Hoskins to Pierce
Pierce to Hoskins

Long Distance Calling:
Dial 1 + Area Code + Telephone Number

International Calling:
011+ Country Code + City Code + Number

Call Before you Dig!

Call Diggers Hotline at 811 or 1-800-331-5666 before starting any landscaping or construction projects or even planting a tree and setting a post. It's free and state law requires 48 hours notice before digging begins. All members of the Digger's Hotline will be notified when you call.

The Nebraska Relay Service is now accessible from any telephone in the state by dialing 7-1-1. If you need to call a Deaf, Hard of Hearing, or Speech Disabled person who uses a TTY, you may use the Nebraska Relay Service. An operator called a Communication Assistant (CA) will answer your call. Tell the CA the phone number of the person you are trying to reach. The CA will dial your call, type everything you say to the TTY user, and read everything the TTY user types to you.

The call is confidential and there is no charge to access the Relay. Long distance charges apply on any long distance calls made through the relay. Callers using a TTY can also dial 7-1-1. This is the newest 3 digit number to be mandated by the Federal Communications Commission (FCC). To find out more about 7-1-1 and the relay, contact the Nebraska Relay Customer Service at 1-800-322-5299 Voice/TTY.

Dial 5-1-1 to access weather reports and road conditions around the clock from any phone. Callers can request route-specific information for interstates and highways throughout the state. There is no charge to callers. This program is managed by the Nebraska State Patrol and Department of Roads. We highly suggest that you save and remember this number for checking road conditions during inclement weather.

Get Connected. Get Answers. Dial 2-1-1 for information on local health and human services - 24 hours a day. Go to www.ne211.org for more information.

If Pierce Telephone Co. makes a repair visit to a customer premises and the trouble is determined to be in customer-owned equipment or the inside wiring, a service charge will apply.

You can eliminate the charges of most service calls. You are responsible for the repair and maintenance of your inside wiring. However, Pierce Telephone will maintain the inside wiring for a monthly fee of $1.00 for residential and $2.00 for business, per telephone number, with a 12 month minimum agreement. Without this plan, charges apply.

Your business office has a basic responsibility to answer your questions and resolve your problems. Most telephone company's services are subject to the jurisdiction of the state regulatory commission. If you can't get a problem resolved, you may refer your complaint to:

Nebraska Public Service Commission
300 The Atrim
1200 "N" Street, PO Box 94927
Lincoln, NE 68509-4927
800-526-0017

Customer Proprietary Network Information (CPNI)
Important Notice Regarding Your Account Information

Pierce Telephone Co., INC. (PTC) and Pierce Long Distance (PLD) knows the importance of personal privacy to our customers. PTC keeps all account information strictly confidential to the fullest extent possible and uses industry-accepted technology to safeguard customer data. Recent changes in federal law concerning telecommunications companies, regulates the use of account information to selectively market specific products and services to specific customers.

What kind of information are we referring to?
This information, legally referred to as Customer Proprietary Network Information (CPNI), includes data such as which long distance carrier you have chosen, what calling features you use and which calling plans, if any, you have subscribed to.

Who uses this information and is it protected?
Only PTC and PLD can see or use this information. It is never released to outside companies. You have the right, and we have the duty under federal law, to protect the confidentiality of this information.

What do I need to do?
No action on your part is necessary unless you wish to restrict PTC & PLD's use of this type of information to contact you for the purpose of tailoring our service offerings to your individual needs. Should you wish to restrict use of your CPNI, please call us at 402-329-6225 or send e-mail to info@piercetelephone.com. Your request should be sent within 30 days of receipt of this notice. Restricting CPNI may make you ineligible to receive information from PTC about new products and services, packaged offerings, and various promotions.

How does this affect services I receive?
Whatever you decide will not affect the provision of any services to which you subscribe. Your approval or denial for use of CPNI will remain valid until you tell us otherwise. Again, we only use your account information to market other telecommunication products and services we offer and no action is required on your part unless you wish to restrict use of your CPNI. You will still receive monthly bill inserts, quarterly newsletters,a and other publications that are sent to all customers at the same time, so you will be kept up-to-date.

We look forward to being able to serve your telecommunication needs more efficiently with new products and services based on the information we know about your account.

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Our Email Configuration page provides the necessary information for configuring any email program or application for our service. There is also information provided for configuring email on mobile devices such as tablets and smart phones. If you need further assistance, our Support Desk is available to assist.

»» Email Configuration

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Yes, view the various options available here.

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Speed/Bandwidth (Gbps) vs. Data Usage (GB)

• 1 Gigabit = 1,000 Megabits
• 1 GigaByte = 1,000 MegaBytes

You can calculate your needs here.

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Speeds typically up to 1 Gbps downstream, and up to 1 Gbps upstream. Speeds vary depending on customer owned equipment, service location, and service plan.

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Speeds typically range from 384 Kbps to 10 Mbps downstream, and from 128 Kbps to 852 Kbps upstream. Speeds vary depending on customer owned equipment, service location, and service plan.

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The speed is much greater than a traditional dial-up modem. In addition, Pierce Telephone Internet via DSL is always on so there is no need to "dial-up" your Internet provider. DSL also eliminates the need for an additional "computer line" to your house. With DSL, you can talk on the phone and use the Internet (at high speed) at the same time.

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No, Pierce Telephone will use one of your existing lines.

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Yes. Customers do need to have a landline phone and Internet to have our IPTV service.

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Each TV will need to have a Set Top Box (STB) to receive the signal.

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No. We will be rewiring the houses with Ethernet Jacks at each TV, or we can run the house with a wireless device. We will provide the installation of the first jack for free , but any additional jacks that need to be installed will be $50.00 per jack.

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Yes, even though DSL uses your existing telephone line, DSL operates on a different frequency than your voice call.

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Your computer will need a standard Ethernet card (approximately $40) installed. Pierce Telephone will provide the DSL "modem" for rent or purchase that is necessary to receive DSL service . If extended DSL service is required, a one-time line-conditioning fee applies. The equipment replaces the current box on the outside of your home or office.

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Not for our customers.

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Yes, if the computers are already part of a network, each of the computers can share the DSL connection. We strongly suggest firewall software, or hardware, for security purposes. If a network is not present - one can be installed with additional equipment.

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There are options for good, free Antivirus and Anti-spyware (Malware) applications available for download on the web. AVG Antivirus or Avast Antivirus are highly reviewed Antivirus solutions. In addition to Antivirus, you may wish to run periodic scans on your PC with an anti-malware program such as Malwarebytes. Be careful to download any of these applications only from the manufacturer's website directly – or a reputable download location to ensure you are installing the correct program.

You will typically find Eset NOD32, AVG, and Malwarebytes or other current highly-regarded solutions.

It is also good practice to check your Windows Updates to ensure that any critical updates or patches are being installed.

We have A+ certified technicians on staff who can diagnose your equipment trouble and handle repairs or replacements. We will come to your residence/business or you can drop the equipment off at our office.

If you live in Pierce you can call Hoskins at no charge by dialing 402-565-xxxx. If you live in Hoskins you can call Pierce at no charge by dialing 402-329-xxxx.

Deposits are reviewed after a year of service and will be returned with interest if your account has been in good standing.

Yes, Pierce Long Distance rates are here, 24 hours a day with no monthly fees with bulk minute packages available.

For a complete listing of what we offer, check our main menu above.

Thanks for doing business with Pierce Telephone Company, Inc. If you are not entirely satisfied with your purchase, we're here to help.

Returns
You have 30 calendar days to return an item from the date you received it.

To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging.

Your item needs to have the receipt or proof of purchase.

Refunds
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.

Once your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.

Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non¬refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Contact Us
If you have any questions on how to return your item to us, please contact us at 888-329-6225 or visit our office at 112 S 5th St, Pierce, NE 68767.