Help & Support
What is Fiber-To-The-Home and how does it benefit me?
Fiber-To-The-Home (FTTH) is fiber optic cable in which extends from our central office all the way to your home. Fiber-optic cables contain optical fiber, which are hair-thin strands of glass specially designed to trap and transmit light pulses. Fiber can carry data for great distances without signal loss or interference. A fiber connection to your home will provide you with access to virtually unlimited bandwidth capacity and internet speed, enabling you to enjoy a better experience with streaming, online gaming, cloud storage, online education and much more.
In addition, having a fiber connection may increase the value of a home by several thousand dollars. Fiber also increases service reliability and stability.
In what areas does MLGC provide FTTH?
We currently offer FTTH in Binford, Cooperstown, Davenport, Enderlin, Finley, Glenfield, Jessie, McHenry, Sharon, Sheldon, Kindred and several areas around Kindred ND, including Braaten Addition, Bison View Estates, Evergreen Lane, Woodlawn Drive and Newport Ridge.
If you are unsure if your house has MLGC fiber or you are interested in getting MLGC fiber, please email email@example.com or call our office toll free at 1.877.893.6542.
What is the process of bringing fiber to my house?
Bringing fiber to your house requires many months of designing and building of our fiber optic network. Once we have a solid plan, you will begin to see crews in the streets or ditches with trenchers and boring machines and rolls of conduit and cable as they plow in our main line underground. Once this step is complete and you have signed up for MLGC service, a fiber drop will be installed from the main line to your house. Before we can lay the fiber in the ground, we have to determine the location of existing underground utilities. Flags will be inserted in your yard marking a route for your fiber drop. Once the drop is installed and spliced, a technician will call to set up a time to install the services of your choice.
What is a fiber drop?
A fiber drop connects a single fiber cable to fiber cables from MLGC’s network to an Optical Network Terminal (ONT) on the side of your home.
What is splicing?
Splicing is the process of joining two fiber optic cables together.
What is an ONT?
An ONT is an Optical Network Terminal. This device converts the optical signal coming through the fiber into seperate signals for TV, voice, and data. An ONT is installed on the outside of your home. The ONT requires electricity. A power supply is installed inside your house and is connected to an electrical outlet that powers the ONT.
The amount of electricity used is small, but in case of an outage, a backup battery will supply power for a limited amount of time, then all services will be lost until power is restored to the box.
Is there an installation fee for FTTH?
No, however, if the customer does decide to add a service such as Internet or Cable TV, an activation fee may apply.
How long does the installation of services take?
The time required depends on the services requested.
Billing & General
What does the acronym MLGC stand for?
MLGC is an acronym that was derived from our two telephone companies of Moore & Liberty and Griggs County Telephone Companies. Although, Moore & Liberty no longer exist their values and legacy are deeply rooted in MLGC.
Why is my first month’s bill so high?
MLGC bills a month in advance. If service was installed within the previous month, your first bill may cover more than one month of service. Your first month’s bill may also include partial charges from the day you connect service to the end of that month AND the next full month of service. Installation & equipment charges may also appear if applicable.
Details of these charges are located on page 2 of your billing statement.
When will I receive statements and when are they due?
Customers receive their statements on or around the 1st of the month. The due date is on the 15th of the same month. You may also view your statement online with our SmartHub.
What payment options are available?
- Options include mail or deliver to our address (drop-boxes are located at our Enderlin, Finley, and Cooperstown offices) or you can manage and make payments through our SmartHub system.
- Go to https://mlgc.smarthub.coop to view and securely pay your bill online with Visa, Mastercard, Discover or from a checking or savings account.
- Make a one-time payment using the SmartHub Pay Now option,or call the number on your billing statement to sign up for automatic electronic monthly payment via credit card, checking, or savings account.
- You can also call 1-844-210-8263 to make a payment on your bill over the phone using a credit/debit card or check using an automated system and all of your personal information will be entered by YOU.
Can I sign up for automatic payment?
Automatic payment is a worry-free way to ensure your bill is paid on time each month. It is a free option that allows you to authorize payment of your bill directly from a credit or debit card or checking or savings account on the 15th of each month (or next business day). Please visit Smarthub or call us to sign up!
What is the Federal Subscriber Line Charge?
This charge was imposed by the FCC and has been in effect since 1985. This surcharge brings local service rates more in line with the actual costs and affects telephone customers throughout the United States.
What is the Telecommunications Relay Service Surcharge?
The State of ND mandates all telephone companies to collect this charge for each telephone line monthly. It helps to pay for the costs of establishing and maintaining a statewide Relay Service for the hearing impaired.
What is the Access Recovery Charge (ARC)?
This is a FCC governed monthly charge to help telephone companies recover some of the costs incurred in the provision and maintenance of telephone services.
What is the Federal Universal Service Charge (FUSC)?
Because telephone communication provides a vital link to emergency service, government services and to surrounding communities, the Universal Service Fund helps make phone service affordable and available to all Americans. This includes consumers with low incomes, those living in areas where the costs of providing telephone service is high, schools, libraries and rural health care providers.
Protecting Your Privacy: Phone, Internet, and TV Records
In a time when numerous entities collect and store personal information, you want to make sure yours is secure. The FCC has regulatory programs in place to protect your privacy. To learn more go to: https://www.fcc.gov/consumers/guides/protecting-your-privacy
How do I get MLGC TV?
Getting MLGC TV is easy! Simply call MLGC, provide your email address along with the channels, streams, and DVR storage you would like. An email with a link will be sent to you to establish your MLGC TV password. Once registration is complete, download the MLGC TV app on your streaming device and you are ready to go!
Can I reset my MLGC TV Password?
To reset your password without calling MLGC, go to https://watch.mlgc.tv/signin?redirectTo=%2F. Click on “Forgot Password?” on the bottom, enter your email address. You should get an email to set a new password. Please note, when you change passwords, you will be required to resign into all devices you watch on. Remember your username is always your email address.
Do I have to have MLGC Internet to get MLGC TV?
Yes, you will need an MLGC internet plan to watch MLGC TV. MLGC internet usage is unlimited.
What is Restart TV?
Restart TV allows you to restart a show or movie if you missed it from the beginning. Restart TV is not available on all network channels based upon our contract rights with the networks.
What is a streaming device?
A streaming device or media player connects your television to the internet and allows you to stream video and music from online services. Visit https://mlgc.com/mlgc-tv/ for a list of recommended and supported devices.
Is a DVR available?
MLGC TV Includes a total of 100 hours of DVR storage in the cloud. Additional hours of DVR storage can be added for a monthly fee. Replay TV and Restart TV do not use your allotted DVR hours.
What is Replay TV?
Replay TV allows you to go back 72 hours to watch a show or movie you missed, that you did not record. Replay TV is not available on all network channels based upon our contract rights with the networks.
How many devices can I watch at the same time?
3 concurrent streams are FREE and included with every subscription. More streams can be added for a monthly fee.
Can I watch MLGC TV if I am not at home or outside?
The MLGC TV app only streams on MLGC Internet, but you can, however, watch and set your MLGC TV DVR recordings. MLGC TV customers can also use the WatchTVEverywhere link (wtve.net) to access the MLGC TV subscribed network apps while outside of the MLGC Internet area. Select MLGC TV as Your TV Provider on the dropdown menu.
Can I watch MLGC TV on a web browser?
Yes, MLGC TV users can sign into their account at https://watch.mlgc.tv on any supported web browser inside the MLGC Internet network.
Are parental controls available?
Yes, create a PIN to be able to enable parental controls. Then when on, the PIN must be entered each time to play content with a parental guidance rating of TV-MA, R or NC-17.
Does my Firestick update on its own?
Most of the time, the Firestick will try to do an update when you are not using it but sometimes these updates fail. It is important for the Firestick to be up to date. To check for an update, go to the main menu of your Firestick, on the far right there is a gear icon. Click on that and then scroll down to “My Fire TV”. Click on “about”. Then scroll to check for updates. If an update is needed, click install the update.
Can I connect my Firestick to my soundbar or speakers?
Yes, you can connect your Firestick to your soundbar or speakers. On the home screen, go to the gear icon on the right side. Go down to “equipment control”. Then, “manage equipment”. Then add equipment. Then you should be able to add soundbar and follow the on-screen instructions.
Can I move the MLGC TV app on my Firestick, so it is easier to find?
Yes, we recommend doing this right away. On the Amazon home screen, go to the box with 3 squares and a plus sign. This will show all the apps you have on the Firestick. Find your MLGC TV or desired app, click the menu button on your Firestick remote. On the submenu, click move to front and this will move your MLGC TV app to your Amazon home screen. You can do this with any app you frequently use so that they are more accessible.
What is ProtectIQ?
ProtectIQ gives subscribers an extra layer of protection with tools that keep their home network safer by blocking viruses, malware, and malicious websites from all connected devices in their home.
What is ExperienceIQ?
ExperienceIQ gives subscribers (especially parents) advanced control of their online experience, including the ability to set online time limits, block or time access to specific content, applications and websites, and view device usage information.
Ho do I subscribe to start using ProtectIQ and/or ExperienceIQ?
Call MLGC toll free at 1.877.893.MLGC to subscribe to ProtectIQ and/or ExperienceIQ. ProtectIQ and ExperienceIQ are $4/month each or $7/month for both.
What is the Affordable Connectivity Program (ACP)?
The Affordable Connectivity Program (ACP) is a Federal Communications Commission (FCC) program that replaces the Emergency Broadband Benefit Program (EBB Program) to help low-income households pay for internet service and connected devices.
If your household is eligible, you can receive:
- Up to a $30/month discount on your internet service
- Up to a $75/month discount if your household is on qualifying Tribal lands
- A one-time discount of up to $100 for a laptop, tablet, or desktop computer (with a co-payment of more than $10 but less than $50)
Only one monthly service discount and one device discount is allowed per household. To receive the connected device discount, consumers need to enroll in the ACP with a participating provider that offers connected devices (Note: not all internet company offer device discounts.) The internet company will provide the discount to the consumer.
How do I know how fast my internet is?
What are MLGC’s mail server settings?
INCOMING MAIL SERVER: mail.mlgc.com
POP3 (MLGC preferred method)
POP3 configuration may be used when a single device is used to access the email account because messages are downloaded from the server and will stay on the device until deleted. No other device will be able to view or download messages from an account that has been configured as a POP3 unless the device is set up to leave
a copy of the message on the server for a given time frame.
IMAP configuration may be used when multiple devices are used to access the same email account because messages remain on the MLGC server until deleted or moved to a local folder.
STORAGE LIMITS ARE 50 MB FOR A STANDARD MLGC EMAIL ACCOUNT. If you set up your device using IMAP, be sure that all other devices are also configured for IMAP to avoid any unwanted email experiences.
If you have questions on which method is best for you please contact our office at 877-893-6542.
OUTGOING MAIL SERVER: smtp.mlgc.com
The Outgoing Mail Server does require authentication. Check the “My server requires authentication” box.
How do I get my email when I am out of town?
Access your MLGC Webmail here or at https://mail.mlgc.com/webmail/src/login.php. Be sure to enter your complete email address (ex. firstname.lastname@example.org)
Do you have after-hours support?
For assistance after our regular business hours simply call 1-877-893-MLGC and press option 2 to be connected to a representative.
How does the Voicemail to Email feature work?
Voicemail to email is a system feature that records a voicemail as an audio file and sends it to a selected email address. The recipient can download the file right from their email and play it using a media player on their smartphone or PC.
What is the Call Waiting feature?
Call waiting allows a subscriber to suspend a telephone call already in progress to accept a second call.
How do I get my voicemail when I am out of town?
1. Call your number. When your message begins press the * key. You will then be asked to enter your pin.
2. Access your MLGC Voicemail online at https://commportal.mlgc.com/#login.html. Login using your 10 digit phone number and your password (not your pin).
Residential Lifeline Support
Learn more at LifelineSupport.org
Does MLGC discriminate against particular types of applications or content?
No. MLGC does not manage its network based on online protocols, activities or applications that a customer uses. Rather, MLGC’s network management practices focus on current network conditions and the aggregate amount of bandwidth being used by customers.
What should I do if my account is suspended?
If your account is suspended, you should contact MLGC and follow MLGC’s instructions for reinstating service.
How will I know if my account is suspended because of a violation of MLGC’s policies, Broadband Internet AUP, Terms and Conditions of Service or Service Agreement?
Generally, you will have received a notification from MLGC that you have committed a violation and would have been given a period of time during which to take corrective action. If, however, your violation persists, you will discover that you are unable to access the Internet through MLGC’s Broadband Internet service. You will be unable to surf the web or conduct online activities.
Will I be suspended from the network if I use certain applications?
MLGC’s reasonable network management tools and practices do not discriminate between applications. They are application-agnostic. Thus, MLGC will not manage its network congestion or security protocols based on applications being used by its customers on the MLGC’s broadband Internet service. MLGC’s network management is based on current network conditions and the aggregate amount of bandwidth being used by customers.
What can I expect if I am in violation of MLGC’s policies, Terms and Conditions of Service, the Broadband Internet AUP or the Internet Service Agreement?
If you, the customer, are in violation of any of the foregoing, the impact to your online experience may include, but will not necessarily be limited to, any one or all of the following:
- Notification by MLGC that you are in violation of the company’s policies, terms and conditions or agreement and given a reasonable timeframe in which to take corrective action
- Removal or blockage of material that has resulted in the violation including, but not limited to, illegal content
- Suspension or delay of the delivery of email if deemed excessive
- Filtering of Internet transmissions, and suspension or termination of your Broadband Internet service account
Customers could also experience longer download or upload times or slower web surfing.
Will MLGC’s network management impact my online experience?
MLGC uses reasonable network management tools and practices that are minimally intrusive to its customers and are consistent with industry standards. In accordance with MLGC’s policies, Terms and Conditions for Service, Broadband Internet Acceptable Use Policy (“AUP”), and the Internet Service Agreement, Customers have agreed to comply with all current bandwidth, data storage, and other limitations on MLGC’s Broadband Internet services. Thus, MLGC’s tools and practices will generally impact only users that have violated the terms of MLGC’s policies, AUP, Terms and Conditions for Service, or the Internet Service Agreement. Users are also more likely to experience an impact on online experience during peak periods where congestion is prevalent.
How does MLGC manage its network?
MLGC has policies in place to ensure that customers are able to access the lawful Internet content of their choice, run the Internet applications of their choice and to promote the continued development of the Internet. MLGC’s network management practices are nondiscriminatory, application-neutral, and minimally intrusive. MLGC may use one or more of the following industry standard techniques to manage its network. This list is not exhaustive:
- Monitoring the network to identify congestion, security breaches, malware or damage to the network
- Rerouting Internet traffic to relieve congestion
- Port Filtering
- Additions or upgrades to increase network capacity
- Enforcement of Acceptable Use Policy, Terms and Conditions of Service, and/or Service Agreements against customers abusing the network
- Using security protocols to ensure authentication of customers
- Providing resources to customer’s for identifying and reporting spam, viruses, firewall issues, and phishing schemes
- Filtering spam
- Preventing viruses from harming the network
- Thwarting denial of service attacks
Network management practices are a necessity to guard against harmful threats to the network such as network congestion, security attacks, excessive spam, and viruses. Reasonable network management practices ensure that you will have the best possible broadband Internet experience.
Why does MLGC manage its network?
MLGC manages its network in order to provide the ultimate broadband Internet service to its customers. MLGC acknowledges that bandwidth and network resources are not infinite and must be reasonably confined. In order to bring you the best possible broadband Internet experience, MLGC enforces network management policies that limit network congestion and delay while ensuring that all Internet content is treated equally and is not unlawfully blocked or degraded. MLGC’s network management practices are intended to protect the network, and MLGC’s customers, from network congestion, threats to the network, security attacks, viruses and spam. MLGC manages its network in a way that is transparent and nondiscriminatory.
Which parts of the network does MLGC manage?
MLGC manages only the portion of the network that begins on the outside of the customer’s home up to the point where the internet traffic is handed off to the public network. MLGC does not control the equipment inside the customer premise such as routers, computers, application software, and inside wires, which can affect the performance of the broadband service. MLGC also does not control the operation of specific websites that may slow down during busy periods or the overall performance of the public internet.
What is network management?
Network management is the reasonable and nondiscriminatory enforcement of network usage policies and the management of bandwidth use and capacity. Network management includes congestion- and security-protocol-management. While maintaining its network, MLGC is also promoting the dynamic benefits of an open and accessible Internet. So, the broadband experience of MLGC’s customers will generally not be impacted by the industry-standard network management techniques used by MLGC.
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