Technical Support

Our customer service staff is available by phone Mondays-Fridays from 8am to 5pm. We also answer the phone 24 hours a day, 7 days a week, should any emergency arise. You can always give us a call at 580-5800.

Here are a few tips to help troubleshoot your equipment, if these don’t help, certainly give us a call! It is important that you leave all of your equipment plugged in and turned on when you call us. This will help us figure out your situation.

No dial tone
We would suggest checking to make sure the phone is still plugged in, or if it is a wireless handset, that the battery is fully charged and working properly. If you are still having issues with getting a dial tone, please call our office and we will troubleshoot the issue for you.

Long distance calls aren’t working
The first thing we would check is to make sure you have long distance service set up on the account. If you don’t know for sure, give us a call.

Do-Not-Call Registry
The National Do-Not-Call Registry has been established to offer you a choice about receiving telemarketing calls at home. Registering will stop most telemarketing calls but it will not stop calls from certain non-profit and political organizations and calls from organizations with which you have established a business relationship.

Consumers can register their residential telephone numbers, including wireless numbers, on the National Do-Not-Call Registry by telephone or by Internet at no cost. The number will be on the Do-Not-Call list the day after registration; however, telemarketers have up to 31 days to remove the number from their call lists. You may register up to three numbers at one time if registering on the Internet. If registering via telephone, you can register only one number at a time and you must call from the telephone number you are registering. A number can be removed from the Do-Not-Call Registry at anytime.

To register or remove a number from the Do-Not-Call Registry call 1.888.382.1222, for TTY call 1.866.290.4236 or register on the Internet at www.donotcall.gov. Additional information can be obtained at www.donotcall.gov.

Backup Power for Home Phone Service during Power Outages

A backup power supply (battery) is required for your digital voice service to be in service in the event of a power outage. A backup battery, such as the one that SMU has provided and installed, will allow regular corded land line phones to work during a power outage and to maintain the ability to connect to 911 emergency services. When a power outage occurs, you should ensure that you have one corded single-line touchtone phone connected directly to the gateway or your in-home wiring (wall jack) and the gateway connected directly to the Battery Back Unit*.  If you connect a cordless phone, it will not function without a separate battery backup, and not all cordless phones are so equipped.

What Your Battery Can-and Can’t-Do for You

Our backup battery allows you to continue to use your home voice service during a power outage.  Without a backup battery, you will not be able to make any calls, including emergency calls to 911. The backup battery does not provide power to any service other than voice.  Home security systems, medical monitoring devices and other equipment will not run on a home phone backup battery.

Replacement Options

Backup battery replacements are available directly from SMU. If you have any questions on how to request and obtain a replacement unit as well as instruction on the installation of the replacement unit, please call 712-580-5800 or visit our website at www.smunet.net.

Expected Backup Power Duration

The battery backup is designed to last up to 8 hours in the event of a power outage depending upon battery age, usage, and environment.  The estimated life expectancy for the battery is 2-4 years depending on power outage frequency and environment.

Instructions for Proper Care and Use of Your Battery

Please follow the instructions included with your battery for proper use, storage, and care. Batteries should be stored in locations under normal room temperatures. In some cases, a special outdoor rated UPS may be used.

You should periodically test your battery to verify both operation of the backup battery and its condition. The battery backup unit can be tested by unplugging it from the power outlet.  If it is working correctly, the Optical Network Terminal (fiber) or Modem (cable) will remain powered and regular corded land line phones will continue to work.  Make sure to plug the unit back in at the end of testing.

Battery backup units will display a battery light when the battery needs replaced.  Please refer to the battery backup unit’s instruction manual for details on the warning indicator lights and the battery replacement procedure.

*Modem (Cable Network) internal battery, battery is inside the modem.

*ONT, Optical Network Terminal (Fiber Network) external battery, separate Cyber Power UPS.


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