How to guide

FAQ

Voice Mail

Q: What is Voice Mail?

With HTC’s Voice Mail, your calls will always be answered. Whenever you’re on the phone or unavailable to answer a call, your calls may be forwarded automatically to Voice Mail. Callers will hear your personal greeting, after which they can leave their own message.

Yes.  HTC also offers multiple mailboxes under one telephone number. These are mailboxes that branch off of a Primary Mailbox to provide businesses with the option of adding additional mailboxes much like a voice mail system would and provide residential users with the ability to provide family members with their own individual mailbox… all under one telephone number.

Voice Mail Basic features:

– Answer messages sent by another user
– Give messages to another user
– Record or change your personal greeting
– Log in while your greeting is being played
– Receive outside caller messages
– Get notification promptly if a new message arrives while logged into system
– Play, keep, or discard messages
– Automatically tell the time and date of each message
– Access your mailbox from any touchtone telephone
– Message notification

Voice Mail Plus features:

– Answer messages sent by another user
– Give messages to another user
– Record or change your personal greeting
– Log in while your greeting is being played
– Receive outside caller messages
– Get notification promptly if a new message arrives while logged into system
– Play, keep, or discard messages
– Automatically tell the time and date of each message
– Access your mailbox from any touchtone telephone
– Message notification
– Message distribution
– Allows you to mark messages as “private”
– Allows you to flag messages as “priority”
– Allows for verification that sent messages have been received
– Allows for future delivery of messages

To set up your voice mailbox for the first time:

1. Call from the number on which you are setting up your voice mailbox:
2. Dial your voice mail access number.  Find access numbers here.
3. You will be prompted to change your default pin code. (Must be non-sequential and non-repetitive)
4. Add the new pin code of your choice (4 to 8 digits), followed by the “#” key. Next, you are prompted to record your name. This is used when greeting your callers or when you leave messages for others:
5. Record your name and press “#” when finished. An announcement plays your recording back to you.
6. If you want to re-record it, press “1”.
7. If you want to keep it, press “#”.

To set up your greeting:
1. Once you have successfully recorded your name, you are prompted to select a greeting. You can use a number of different types of greetings.
2. To record your own personal greeting, press “1”. Then record your personal greeting, pressing “#” when finished.
3. To use a system-generated greeting that announces your recorded name, press “2”.
4. To use a system-generated greeting that reads out your phone number, press “3”.
5. To use a system-generated greeting that neither announces your name nor reads out your phone number, press “4”. An announcement plays back your selected greeting.
6. To record or select a different greeting, press “1”.
7. To save it and use it as your greeting, press “#”.
8. Once you have finished, you are transferred to the Main Menu.

Note:
After this initial setup, you can access the system from any phone by dialing your voice mail access number and entering your 10-digit voice mailbox phone number, entering your pin code, followed by the “#” key.

To access messages when calling from the telephone number your voice mailbox is set up on:
1. Dial your voice mail access number.
2. Enter pin code, followed by the “#” key. You will be in the Main Menu.
3. Press “1” in order to get in the Listen to Messages Menu.

To access messages when you are calling from another location:
1. Dial your voice mail access number & enter your 10-digit voice mailbox phone number.
2. Enter pin code, followed by the # key. You will be in the Main Menu.
3. Press 1 in order to get in the Listen to Messages Menu.

To set up your group voice mailbox for the first time calling from the number on which you are setting up your voice mailbox:

1. Dial your voice mail access number.
2. You will be prompted to change your default pin code. (Must be non-sequential and non-repetitive)
3. Add the new pin code of your choice (4 to 8 digits), followed by the “#” key. Next, you are prompted to record your name. This is used when greeting your callers or when you leave messages for others:
4. Record your name and press “#” when finished. An announcement plays your recording back to you.
5. If you want to re-record it, press “1”.
6. If you want to keep it, press “#”.

To set up your greeting:
1. Once you have successfully recorded your name, you are prompted to select a greeting. You can use a number of different types of greetings.
2. To record your own personal greeting, press “1”. Then record your personal greeting, pressing “#” when finished.
3. To use a system-generated greeting that announces your recorded name, press “2”.
4. To use a system-generated greeting that reads out your phone number, press “3”.
5. To use a system-generated greeting that neither announces your name nor reads out your phone number, press “4”. An announcement plays back your selected greeting.
6. To record or select a different greeting, press “1”.
7. To save it and use it as your greeting, press “#”.
8. To work with your secondary mailboxes, press “4” from the Mailbox Settings Menu.

To add a new secondary mailbox:
1. Press “3” from the Group Mailbox Settings Menu. An announcement states that a new mailbox has been created and states its new number.
2. To repeat the announcement, press “1”.
3. To return to the previous menu, accepting any changes, press “*”.
4. The new mailbox is automatically enabled and ready to accept incoming voice mails. When it is first created, the new mailbox will use a system-generated greeting that does not use the number or the recorded name. The secondary subscriber can then personalize the mailbox.

To disable a secondary mailbox:
1. Press “2” from the Group Mailbox Settings Menu. An announcement states the total number of mailboxes and then reads out each mailbox number in turn.
2. To select a number, press “1”.
3. To move to the next number, press “#”.
4. To exit without making any changes, press “*”.
5. Once you have selected a number, an announcement states the number you have selected.
6. To disable the selected number, press “1”.
7. To continue to the next number without making any changes, press “2”.
8. To exit the menu without making any changes, press “*”.

To enable a secondary mailbox:
1. Press “1” from the Group Mailbox Settings Menu. An announcement states the total number of mailboxes waiting to be enabled, and then reads out each available number in turn.
2. To select a number, press “1”.
3. To move to the next number, press “#”
4. To exit without making any changes, press” *”.
5. Once you have selected a number, an announcement states the number you have selected.
6. To enable the selected number, press “1”.
7. To continue to the next number without making any changes, press “2”.
8. To exit the menu without making any changes, press” *”.

To delete a secondary mailbox:

1. Press “4” from the Group Mailbox Settings Menu. An announcement states the total number of mailboxes and then reads out each mailbox number in turn.
2. To select a number, press “1”.
3. To move to the next number, press “#”.
4. To exit without making any changes, press “*”.
5. Once you have selected a number, an announcement states the number you have selected.
6. To delete the selected number, press “1”.
7. To continue to the next number without making any changes, press “2”.
8. To exit the menu without making any changes, press “*”.

Calling Features

Q: What is Anonymous Call Rejection?

Anonymous Call Rejection allows you to “deny” any calls from ringing the line if the calling party has blocked the identification number. The calling party receives a message that the call is not being accepted due to the identification block.

To activate Anonymous Call Rejection:
1. Lift the receiver and listen for dial tone.
2. Dial “*77”.
3. Listen for confirmation tone, hang up.

To de-activate Anonymous Call Rejection:
1. Lift the receiver and listen for dial tone.
2. Dial “*87”.
3. Listen for confirmation tone, hang up.

Automatic Busy Redial lets you avoid the hassle of having to redial a number over and over again because the line is busy. Automatic Busy Redial will keep trying to reach your party for up to 30 minutes and will ring you back when their line is free. Available On A Pay-Per-Use Basis.

To use Automatic Busy Redial:

1. When you hear a busy signal, hang up, then lift the receiver and listen for a dial tone.
2. Press “*66”.
3. If the line is still busy:
– Hang up.
– Your phone will check the number for up to 30 minutes.
– You will hear a special ringing when the line is free.
– Your call will automatically be made when you lift the handset.
4. If the line is not busy, your call will be put through.

To cancel Automatic Busy Redial:
1. Press “*86” and listen for the announcement, hang up.

Notes:
When Automatic Busy Redial is activated; you may still make and receive phone calls. You can use Automatic Busy Redial for more than one busy number at a time. You will hear a special ringing when one of these numbers becomes idle, but you will not be able to tell which of the numbers is ringing back. If the number you are trying to reach is outside the area served by Automatic Busy Redial, you will hear a recording advising you that the call cannot be made.

Automatic Call Return will return your call to the last person who called or attempted to call you but failed to get an answer. Available On A Pay-Per-Use Basis

To use Automatic Call Return:

1. Pick up the handset and listen for dial tone.
2. Press “*69”.
3. Listen for an announcement that will tell you the phone number of the party who last called you. The phone number will not be announced if the caller chose to block the delivery of his phone number. If the number was blocked, the call cannot be returned, as mandated by the FCC.
4. If you wish to return the call:
– Press “1”.
– Listen for ringing.
– Wait for answer.
5. If you do not wish to return the call, hang up.
6. If electing to return the call and the line is busy:
– Listen for the tone or announcement telling you the number is busy.
– Hang up.
– You will hear special ringing when the line is free.
– Your call will automatically be made when you lift the handset.

To cancel Automatic Call Return:
1. Press “*89”.
2. Listen to announcement and hang up.

Notes:
If the number you are trying to reach is outside the area served by Automatic Call Return, you will hear a recording advising you that the call cannot be made. After a call during which you heard a call waiting tone, you can use Automatic Call Return to return a call to the call waiting number.

Call Forwarding enables you to transfer your incoming calls to another number. Call Forwarding is great for the business person who wants to catch after-hours business calls at home, or for anyone who doesn’t want to miss an important call when away from home.

To forward calls:
1. Lift the receiver and listen for dial tone.
2. Dial “*72”.
3. Listen for dial tone.
4. Dial the number to which calls are to be forwarded.
5. If someone answers, the Call Forwarding is established.
6. If the number is busy or there is no answer, hang up and repeat the procedure.
7. Listen for confirmation tone.

To cancel Call Forwarding:
1. Lift the receiver and listen for dial tone. Then dial “*73”.
2. Listen for a confirmation tone.

Notes:
Once you have activated Call Forwarding, the phone will make one short ring each time a call is forwarded. You can still make outgoing calls from this phone without interfering with incoming calls. However, while you have Call Forwarding activated, you may only receive calls from the number that you have forwarded your calls to. All other calls will be forwarded automatically.

Call Forwarding Busy Line allows calls that reach a busy signal to be forwarded to a preselected telephone number. The activation and deactivation of this feature is controlled by HTC.

Call Forwarding Don’t Answer allows calls that don’t get an answer to be forwarded after a certain number of rings. The activation and deactivation of this feature is controlled by HTC.

Did you ever miss an important call because you forgot to forward your calls before you left home? With Remote Activation of Call Forwarding that will never happen again. With this service you can activate and/or change your Call Forwarding number from a remote location. The feature is deactivated by dialing the access number and personal identification number (PIN) assigned by HTC.

To activate Remote Call Forwarding:
1. Dial 843-646-9979 which is the Remote Activation of Call Forwarding access number.
2. Enter the phone number to be forwarded as well as the assigned PIN.
3. After the confirmation tone, press “*72”.
4. After hearing the second confirmation tone, enter the destination number to which calls are to be forwarded.
5. The phone will ring. Once answered by a person, machine, or voice mail, the call forwarding is set. If the phone is not answered at all, the call forwarding process has not been completed.

To cancel Call Forwarding:
1. Dial 843-646-9979 which is the Remote Activation of Call Forwarding access number.
2. Enter the PIN.
3. Press “*73” and listen for a confirmation tone. Calls are no longer being forwarded.

Call Manager’s online phone management function gives you unprecedented control over when, where and how you receive phone calls. Subscription to Call Manager includes Caller ID Name and Number, Voice Mail Plus, V-Forward, Call Forwarding Busy and Don’t Answer, Do Not Disturb, Anonymous Call Rejection, Selective Call Acceptance, Selective Call Block, Selective Call Forwarding, Selective Ringing, Privacy Defender, and Find Me/Follow Me with Simultaneous Ring. All for just one low price!

Call Waiting lets you know, with a short beep, that another caller is trying to reach you. This feature saves time, and emergency calls can always get through. Plus
Cancel Call Waiting lets you turn off Call Waiting for calls that are too important to interrupt.

To answer the second call without disconnecting the first call:
1. Press the receiver button down for about one second and release it to place your first call on hold. You will automatically be connected with the second caller.

To alternate between calls:
1. By pressing the receiver button and releasing it, you may alternate between calls.
2. Each conversation is private and cannot be heard by the other caller.

To disconnect one person and be connected with the person holding:
1. End the first call by hanging up the phone.
2. Your phone will ring.
3. When you answer it, you’ll be connected to the person holding.

Notes:
If your phone is equipped with a “link”, “tap” or “lightning bolt” button, use this button instead of the receiver button.

To temporarily cancel Call Waiting:
1. Lift the receiver.
2. Listen for the dial tone, then press “*70”.
3. Listen for the second dial tone, then dial the desired telephone number.
4. The Call Waiting feature will be canceled for the length of one call and, when you hang up the phone, the Call Waiting feature will automatically be restored.
5. When subscribing to Three-Way Calling in addition to Call Waiting, you may activate Cancel Call Waiting in the middle of a call by pushing and releasing the receiver button for about one second and, after receiving dial tone, dialing “*70” . You will automatically be reconnected to the person holding.

Notes:
If your phone is equipped with a “link”, “tap” or “lightning bolt” button, use this button instead of the receiver button.

In addition to Call Waiting features, Call Waiting Deluxe lets you see the Call Waiting party’s phone number while you are on an existing call. Call Waiting Deluxe is used in conjunction with the Caller ID feature and uses a special display device located on or next to your phone to allow you to view the call waiting number.

To use Call Waiting Deluxe:
1. A beep tone, that only you hear, lets you know that another call is waiting.
2. After the first beep, the Call Waiting party’s phone number will be displayed.

To answer the second call without disconnecting the first call:
1. Press the receiver button down for about one second and release it to place your first call on hold. You will automatically be connected with the second caller.
2. By pressing the receiver button and releasing it, you may alternate between calls.
3. Each conversation is private and cannot be heard by the other caller.

To disconnect one person and be connected with the person holding:
1. End the first call by hanging up the phone.
2. Your phone will ring.
3. When you answer it, you’ll be connected to the person holding.

Notes:
If your phone is equipped with a “link”, “tap” or “lightning bolt” button, use this button instead of the receiver button.
The Call Waiting Deluxe feature requires subscription to the Caller ID feature. Refer to the Caller ID feature for these requirements. If the person calling you is in an area outside the Caller ID service area, you may not receive the number. If private appears on the screen, the caller may have used the Caller ID Blocking option.

To temporarily cancel Call Waiting Deluxe:
1. Lift the receiver.
2. Listen for the dial tone, then press “*70”.
3. Listen for the second dial tone, then dial the desired telephone number.
4. The Call Waiting Deluxe feature will be canceled for the length of one call and, when you hang up the phone, the Call Waiting Deluxe feature will automatically be restored.
5. When subscribing to Three-Way Calling in addition to Call Waiting Deluxe, you may activate Cancel Call Waiting Deluxe in the middle of a call by pushing and releasing the receiver button for about one second and, after receiving a dial tone, dialing “*70” . You will automatically be reconnected to the person holding.

Notes:
If your phone is equipped with a “link”, “tap” or “lightning bolt” button, use this button instead of the receiver button.
The Call Waiting Deluxe feature requires subscription to the Caller ID feature. Refer to the Caller ID feature for these requirements. If the person calling you is in an area outside the Caller ID service area, you may not receive the number. If private appears on the screen, the caller may have used the Caller ID Blocking option.

Call Wake Up/Reminder Call provides you with your own wake up or time reminder service 24 hours a day. Simply enter a special code and the time to be called…and relax!

To enable an individual Wake Up/Reminder Call through the handset:

1. Press “*310”.
2. Listen for the prompt to dial the desired time.
3. Enter the preferred time in 24-hour clock format, then press #.
4. An announcement will confirm that the time has been set, an option to cancel will also be provided.

To check an individual Wake Up/Reminder Call through the handset:
1. Press “*313”.

To disable one individual Wake Up/Reminder Call through the handset:
1. Press “*312”.

To disable all individual Wake Up/Reminder Call through the handset:
1. Press “*311”.

To enable a regular Wake Up/Reminder Call through the handset:

1. Dial “*314”.
2. Listen for the prompt to dial the desired time.
3. Enter the preferred time in 24-hour clock format, followed by “*”.
4. Listen for the prompt to select a repeat reminder option.
– Press “1” to be reminded every Monday.
– Press “2” to be reminded every Tuesday.
– Press “3” to be reminded every Wednesday.
– Press “4” to be reminded every Thursday.
– Press “5” to be reminded every Friday.
– Press “6” to be reminded every Saturday.
– Press “7” to be reminded every Sunday.
– Press “8” to be reminded every weekday.
– Press “9” to be reminded every day.
5. Then press “#” after selecting your reminder option.
6. An announcement will confirm that the reminder has been set, an option to cancel will also be provided.

To check a regular Wake Up/Reminder Call through the handset:
1. Press “*317”.

To disable one regular Wake Up/Reminder Call through the handset:
1. Press “*316”.

To disable all regular Wake Up/Reminder Call through the handset:
1. Press “*315”.
  
Notes:
Regular reminders conflict if they are set for the same time and if their repeat option has a day in common. It is not possible to configure conflicting regular reminders.

Caller ID Blocking allows you to keep your phone number private and secure by restricting its display temporarily                or permanently on the called party’s phone. Caller ID Blocking can be obtained on a “per call” or a “per line” basis.

Caller ID Blocking Per Call:
Temporarily prevent the transmission of your phone number on a per call basis through the use of an activation code prior to each call. This feature is available at no charge, but must be activated prior to each call.

To activate Caller ID Blocking per call:
1. Press “*67”.
 
Caller ID Blocking Per Line:
Prevent the transmission of your phone number on all outgoing calls placed from your phone.

To temporarily suppress Caller ID Blocking:
1. Press “*82”. Your number will be identified to the person you are calling.
2. After the call is disconnected Caller ID Blocking will automatically be restored.

Caller ID lets you see the calling party’s phone number before answering a call. A special display device located on or next to your phone is required to allow you to view the calling number. Your Caller ID display device can store the phone numbers of people who called, even while you were out. You can easily review these numbers and return the calls you want to.

With Call Name Delivery, you’ll see the calling party’s name and phone number before answering a call. A special device located on or next to your phone is required to allow you to view the calling name and number. With Call Name Delivery, the display device can store the names and numbers of the calls you missed while you were out.

Customer Originated Trace enables you to trace an offensive or annoying call by dialing a special code as soon as you hang up. The
information is routed to a printer at HTC’s office for submission to the appropriate law enforcement agency.

To use Customer Originated Trace:
1. Hang up after receiving the annoying call.
2. Lift the receiver and listen for dial tone.
3. Press “*57”, then listen for the confirmation tone or announcement.
4. Press “1” to trace the last call received, then hang up.

The number you traced will be recorded at HTC. If you decide to pursue the matter, call HTC’s Credit Department at 365-2153 and request that a record of the call be printed. The caller’s phone number, as well as the time and date of the call will be given to law enforcement officials. You may be required to file a formal complaint with the proper authorities.

Notes:

You must activate Customer Originated Trace immediately after the offending call. If you delay taking action and receive a
subsequent incoming call, Customer Originated Trace will not trace the correct number. If a call waiting tone is received during a call that is to be traced, tracing will occur on the call waiting party rather than the original calling number. The calling party must be within the Customer Originated Trace area. The number may not be available if the caller is calling from a wireless phone or calling from a landline phone within the same exchange.

Do Not Disturb helps you during those times you wish you could stop the phone from ringing. Do Not Disturb lets you notify callers when you want a little privacy. Do Not Disturb is used together with Selective Call Acceptance.

To activate Do Not Disturb:
1. Lift the receiver and listen for dial tone.
2. Dial “*78”.
3. Listen for confirmation tone, hang up.

To cancel Do Not Disturb:
1. Lift the receiver and listen for dial tone.
2. Dial “*79”.
3. Listen for confirmation tone, hang up.

Enhanced Contacts Listing lets you access your contacts from anywhere – and synchronize them with Outlook and other mobile devices. Assign contacts to groups, click-to-dial from contacts or dial-by-name. You can even click-to-email. Enhanced Contacts Listing is free of charge. Access this feature by logging into My Account.

With Find Me/Follow Me with Simultaneous Ring, your incoming calls can “find you” at multiple phone numbers, one after another. If you don’t pick up at one number, the call will move on to the next. Or you can have them all ring at the same time. This feature can be modified from anywhere at anytime via online management.

Help Line lets you choose one telephone number you wish to reach simply by picking up your telephone receiver. An emergency, family, or business number – local or long distance – will be programmed on your line by HTC. If you select a long distance number, all Help Line calls will be billed at the direct dial long distance rate. Just tell us what number you would like to reach without dialing, and we will put it on your line. Then, if you do not dial within 16 seconds of lifting your phone receiver, the number you chose will be automatically and accurately dialed for you.

To change your preprogrammed Help Line number, contact HTC (a service charge may be required).

To use Help Line:
1. Lift the receiver.
2. Wait for the time delay period to elapse (approximately 16 seconds).
3. Listen for the ring or a busy signal as the predetermined telephone number is automatically dialed.
4. If busy or no answer, it will be necessary to repeat the above procedures.

With Live Message Screening you have the ability to “listen in” or “pick up” on a message as it’s being left by a caller.

To use Live Message Screening:
1. When Live Message Screening is activated and your call is diverted to Voice Mail, your phone will ring with a different tone.
2. You can pick up the receiver and listen to the message the caller is recording.
3. If you would like to answer the phone, press “1”, and your call will be connected. At no point is the caller aware that you were listening in.

Notes:
Requires subscription to Voice Mail. Live Message Screening is not available to group account subscribers, in order to prevent members of the group hearing Voice Mail messages that are not intended for other members of that group.

Manage My Phone is the most easy and accessible way to find and manage the calling features that enhance your phone service. Now you have the freedom and flexibility to activate and deactivate features or switch the phone numbers assigned to them at any time you want – from any place you might be. With online management, the control of these features is as close and convenient as the nearest keyboard no matter how you choose to connect to the Internet. Best of all, the service is free. Simply select Manage My Phone when you log into My Account.

With Manage My Phone you can:
– View your call history.
– Program call forwarding, acceptance and rejection numbers.
– Activate and deactivate calling features.

Personal Ringing enables everyone in your home or office will know who the call is for before they answer by simply listening for their own special ring. This saves time, adds privacy, and is great for families with teenagers!  HTC will assign a second number for your telephone line. When someone calls this number, it will have a distinctive ring to distinguish it from calls to your regular telephone number.

Privacy Defender with Anonymous Call Rejection will intercept unidentified calls such as “Unavailable” or “Out of Area.” The unidentified callers will hear a recording that says “This number does not accept calls from telemarketers. Please hang up and place this number on your do-not-call list. If you are not a telemarketer, press the number 1 to be connected.” This is all performed before your phone rings, which means a substantial reduction in unwanted calls.

Privacy Defender prompts callers to confirm that they are not Telemarketers.  To avoid the need to answer these calls, the Telemarketer Call Screening option within Privacy Defender allows you to screen them.

To use Privacy Defender:
1. Whenever someone calls you Telemarketer Call Screening does not put the call through to you directly. Instead, the caller is asked to press “8” to confirm that he or she is not a telemarketer. 
2. If the caller does not press “8”, Telemarketer Call Screening does not accept the call and your phone does not ring. An announcement informing the caller that this number does not accept telemarketing calls will be played.
3. If the caller presses “8”, Telemarketer Call Screening accepts the call.

Anonymous Call Screening prompts callers with anonymous numbers to record their names and gives you the opportunity to accept or reject the call.  To avoid the need to answer these calls in order to find out who is calling, the Anonymous Call Screening option within Privacy Defender allows you to screen them.

To use Anonymous Call Screening:
1. Whenever someone calls you from an anonymous number, Anonymous Call Screening does not put the call through to you directly. Instead, the caller hears an announcement explaining that you do not accept unidentified calls, and is asked to say his or her name so that it can be recorded.
2. If the caller records a name, Anonymous Call Screening then rings your phone. When you pick up, you hear a message giving you the recorded name.
3. You can then decide whether to speak to the caller.
4. You will be given the option to accept the call, play a message informing the caller that you do not accept telemarketing calls and ask to be removed from his or her calling list, or play a message informing the caller that you cannot accept the call at this time and ask to call you back later.
5. If you do not select any of the previous options, Anonymous Call Screening disconnects the call after a short timeout.  If the caller does not record a name, Anonymous Call Screening does not accept the call and your phone will not ring.

Yes. You can specify a personal bypass code that overrides Anonymous Call Screening, which you can give to people from whom you are happy to accept calls. Instead of recording a name, someone who knows this code can simply press the * key followed by this code (a three-digit number) to be put through to your phone.

To manage your bypass code:
1. Press “2” at the Main Menu to access your bypass code functions.
2. Press “1” to set a new bypass code.
3. Press “9” to leave the previous bypass code unchanged.
4. Press “2” to clear the bypass code.

Selective Call Acceptance works alongside Do Not Disturb. It allows the subscriber to block his or her line temporarily to prevent incoming calls, but to allow calls from up to 12 pre-programmed numbers through. Outgoing calls can still be made as normal, but incoming calls from numbers that are not on the subscriber’s configured list are not connected; instead, the caller hears an announcement that the subscriber is not currently accepting calls.

To use Selective Call Acceptance:
1. Press *64.
2. Listen to instructions that guide you through the steps of how to turn Selective Call Acceptance on or off and how to make changes to your Selective Call Acceptance list.
3. Press “0” to repeat the instructions.
4. Press “1” to review the numbers on your list.
5. Press “3” to turn Selective Call Acceptance off.
6. Press “#” to add a number to your list.
7. Press “*” to delete a number from your list.

Selective Call Block allows you to block calls from up to twelve phone numbers placed on your Selective Call Block list. You can add an offensive caller to your list without knowing the caller’s phone number. Calls from phone numbers on the list are sent to an announcement that informs the caller that you are not receiving calls at this time.

To use Selective Call Block:
1. Press “*60”.
2. Listen to instructions that guide you through the steps of how to turn Selective Call Block on or off and how to make changes to your Selective Call Block list.
3. Press “0” to repeat the instructions.
4. Press “1” to review the numbers on your list.
5. Press “3” to turn Selective Call Block on/off.
6. Press “#” to add a number to your list.
7. Press “*” to delete a number from your list, enter the number, then press “*” again.

To block the last person that called you:
1. Press “#”
2. Dial “01”
3. Press “#” again.

With Selective Call Forwarding, you can have only your most important calls forwarded to any number you select. You can create your own list of ten phone numbers that are to be forwarded when they call you. All other calls will ring your phone in the normal fashion.

To use Selective Call Forwarding:
1. Press “*63”.
2. Listen to instructions that guide you through steps of how to turn Selective Call Forwarding on or off, make changes to your Selective Call Forwarding list and on entering the call forward-to number.
3. Press “0” to repeat the instructions.
4. Press “1” to review the numbers on your list.
5. Press “3” to turn Selective Call Forwarding on/off.
6. Press “#” to add a number to your list.
7. Press “*” to delete a number from your list

With Selective Ringing/Call Waiting, you can identify special and important calls from individuals whose phone numbers appear on your select list of callers. You will hear a distinctive ring when receiving a call from one of the twelve numbers you included on your list. If you have Call Waiting service, you will hear a distinctive call waiting tone whenever someone on your list calls you while you’re on the phone.

To use Selective Ringing/Call Waiting:
1. Press “*61”.
2. Listen to voice instructions that will guide you through steps of how to turn Selective Ringing/Call Waiting on or off and make changes to your Selective Ringing/Call Waiting list.
3. Press “0” to repeat the instructions.
4. Press “1” to review the numbers on your list.
5. Press “3” to turn Selective Ringing/Call Waiting on/off.
6. Press “#” to add a number to your list.
7. Press “*” to delete a number from your list

To recognize the ringing pattern or call waiting tones when Selective Ringing/Call Waiting is turned on:
1. When receiving calls from any number on your list a distinctive ringing or call waiting tone will be heard.
2. When receiving calls from other numbers, normal ringing or call waiting tones will be heard.

With Speed Calling your phone can remember and dial frequently called numbers and emergency numbers. It’s faster and more
accurate. There are two Speed Calling options available:

Speed Calling 8:
Allows you to press one button to reach 8 of your frequently called numbers.

Speed Calling 30:
Allows you to press two buttons to reach 30 different phone numbers.

To use Speed Calling:
1. Lift the receiver and listen for dial tone.
2. Dial the speed number associated with the telephone number of the person you wish to call, followed by the “#” key.

To enter or change your Speed Calling 8 list:
1. Lift the receiver, and listen for dial tone.
2. Dial “*74”.
3. Listen for the second dial tone.
4. Dial one of eight speed numbers (2 through 9)
5. Dial the telephone number that speed number will be used for.
6. Press the “#” button or wait for four seconds to indicate the end of this number.
7. Listen for a confirmation tone, hang up.

To enter or change your Speed Calling 30 list.
1. Lift the receiver, and listen for dial tone.
2. Dial “*75”.
3. Listen for second dial tone.
4. Dial one of thirty speed numbers (20 through 49).
5. Dial the telephone number that speed number will be used for.
6. Press the “#” button or wait four seconds to indicate the end of this telephone number.
7. Listen for a confirmation tone, hang up.

Now you can turn an everyday, two-way phone call into a three-way conversation. This is great for family get-togethers as well as business calls. Three-Way Calling lets you talk to two people in two different locations at the same time!  Available On A Pay-Per-Use Basis.

To add a third person to your call:
1. Press the receiver button down for about one second. This will place the first call on hold.
2. Listen for dial tone, then dial the telephone number of the third person to be added to the conversation.
3. When the third person answers, you may talk privately before adding the person on hold. To add the person holding, press the receiver button for approximately one second, release, and Three-Way Calling is now established.
4. If the third person does not answer or you receive a busy signal, push the receiver button down to disconnect the third person. If the busy signal continues, press the receiver button down and release once more.
5. If either party hangs up, you can continue to talk to the person remaining on the line.

Notes:
If your phone is equipped with a “link”, “flash”, “tap” or “lightning bolt” button, use this button instead of the receiver button.

HTLD Consumer Services Agreement

Q: What is a tariff?

A tariff is a detailed, regulatory document a company files with a regulatory agency describing the rates, terms and conditions of the services it provides. In the past, companies that provided interstate (state-to-state) and international long distance services had to file these tariffs with the Federal Communications Commission (FCC). Because state-to-state and international long distance calling is now a competitive service, the FCC has eliminated the requirement for filing state-to-state and international tariffs.

Beginning July 31, 2001, state-to-state and international toll service will be provided without filing tariffs with the FCC. Each long distance company must provide service details available to the public by posting its rates, terms and conditions on their website (if the company has a website) and at their place of business. Generally, long distance services will now be provided on the basis of a contract or agreement similar to the provision of other business services.

No. You will receive a Long Distance Services Agreement, which in brief, layperson-language sets forth the current rates, terms and conditions of providing your state-to-state and international long distance toll services. The Long Distance Services Agreement will have no impact on your service, the price you pay, or your ability to make changes. You do not have to take any action. Use of and payment for the service confirms your acceptance of the Agreement. The copy you receive is provided for informational purposes only to confirm the rates, terms and conditions under which service is provided.

There is no change in the Agreement from the current terms and conditions filed with the FCC with the exception of the requirement in the Agreement for advance notification of increases in rates and changes in terms and conditions.

The Rates, Terms and Conditions Document is a detailed document describing all of the company’s state-to-state and international service offerings and the related rates, terms and conditions for those services from which the Long Distance Services Agreement was prepared. Because the Agreement is a summary document providing administrative convenience to the consumer, it incorporates the Rates, Terms and Conditions Document by reference. Consumers may review the Rates, Terms and Conditions at the company (3480 Highway 701 North, Conway, South Carolina, 29528) should it be desired. Your account representative can make the Rates, Terms and Conditions available.

No, the Agreement only applies to state-to-state and international long distance toll services. The toll services for calling within a state are still covered by tariffs filed at the state utility commissions that govern rules for rates, terms and conditions. The new detariffing approach only applies to state-to-state and international toll services.

The new Long Distance Service Agreement provides protection under the full range of state laws, including those governing contracts, consumer protection and deceptive practices. One example would be that your long distance company would be required to provide prior notice before it changes any rates. You are assured a long distance company will make its rates, terms and conditions available for your information on a continuing basis.

You are protected by the new Long Distance Services Agreement and the state contract laws that apply as noted in the previous item.

You may call your account representative, who is most familiar with your specific services, or you may call our office at 843-365-2154 and our personnel will help by answering any questions you have.

Basic Security Systems & General Info

Q: Are there any charges for False Alarms?

Currently, only Horry County charges for false alarms.

False alarms can be reduced by becoming familiar with proper arming and operation of your alarm system. Train everyone who uses your system. Testing your system on a regular basis; monthly or weekly is suggested. Be sure all devices are properly mounted and are clear of dust and cobwebs. In instances where a door or window contact is going into alarm it could be caused by the door not closing properly or by a weak door magnet that needs to be serviced.

False Alarms are a growing problem in the industry. We verify all alarms we can to help reduce False Dispatch of responding agencies.

Most of the motion detectors installed today discriminate between pets and people. The standard motion detector will discriminate up to a 40lb pet. Depending on the size and number of animals you have a 100lb version is also available.

This will vary based on your systems communication format. Typically the signal is received in less than a minute.

Be sure the door you are entering is the door you requested for delayed entry / exit. Typically only one door is given delay. If you are now entering through a different door, delay will have to be added. Also be sure the system is not being armed in the instant mode, which will not allow for any re-entry. If you are entering from the correct door and your system is not arming instantly then there could be a malfunction with the door contact and service may be required.

Once a signal is transmitted to the Central Monitoring Station it is verified to the premise, if appropriate verification is not received, the police or fire are dispatched and the customer’s contact list is called. In the event of a Panic alarm or Duress Alarm we dispatch the police department first then call the customer’s contact list.

We do leave messages on the customer’s contact list, but we do not leave messages at the premise number for anything other than trouble alarms.

Typically, the monitoring station will call the premise before there is opportunity for someone to make an outgoing call. However, you may call the monitoring station toll free at 800-868-0063 and request that the alarm be canceled.

Some jurisdictions do require a key holder respond when they are dispatched. It is not always possible for the police to give the monitoring station a resolution. Actual response by a key holder is best.

It is possible for you to experience an alarm from a strong surge. The equipment we install has been designed and tested to resist False Alarms during power surges.

In some cases a dialer delay may be active on your system. If this is the case you may have turned your system off before the signal was transmitted. Another reason may be an interruption in your phone service that prevented the signal from being transmitted. The signal history can be checked in the monitoring software to see if the signal was received.

Actual police response is at the mercy of the police department. The alarm history can be checked in the monitoring software to verify that an alarm occurred.

No. The alarm system cannot communicate with the Central Monitoring station if the phone line is not available. A backup long range radio or cell back up can be installed for this purpose.

Police are dispatched first on Panic alarms.

The wireless Lynx system has this feature integrated into the basic system. The hardwired systems can add this feature by adding a Voice Module.

Normally the entry delay is set to 45 seconds. The effectiveness of the alarm is dependent on this time being as short as possible. This time can be configured based on your need.

This is normally determined by the installer and is kept to a minimum. We recommend only one door be given delay; however, more can be programmed to suit the customer’s needs.

Enter your four-digit user code twice. The first time will silence the alarm and the second time will reset the system.

The siren is programmed to stop after 12 minutes or at whatever time the installer has set. During Fire Alarms the siren does not silence until the panel is reset. Once the siren does silence the system is still armed and able to activate if another event happens.

In a Hardwired Alarm System the battery is found in the main control panel, which is usually located in a closet. There will be a red wire and a black wire connected to the battery. Unplug both wires from the existing battery and plug them back into the new battery. Be sure to connect the red wire to the red terminal of the battery and the black wire to the black terminal of the battery.

The exact panel location does vary form house to house. Typically they are placed in a closet, laundry room, or equipment room. The panel will be housed in a tan box mounted on the wall. If your home was wired by our Home Integration Team, your panel will be housed in your structured wire panel. If you have our wireless system the control panel is integrated in with your main keypad.

Did you lose power before you received the call? If so how long was the power out? In most cases the battery should maintain the system for 2 to 4 hours. If the power was out for a longer period of time the battery should automatically recharge. If the battery does not recharge properly you will be notified again in 24 hours. If you did not lose power or the power was off only a short period, the battery should be replaced.

We have no way of knowing what may be causing your battery to go down. For your safety we make you aware of this condition so you may take appropriate action. Low battery signals can be removed from your account but cannot be put on time schedules.

The battery will continue to operate the system until power is restored or the batteries are exhausted.

Battery life depends on the size of your system. In most cases a system will stay active for 2 to 4 hours. On smaller systems the battery may stay active for 4 to 8 hours. Additional batteries can be added if longer time is needed.

The batteries are designed to recharge after being drained. In the event the battery does not properly recharge a message will be displayed on the keypad. In this case the battery will need to be replaced.

All of the batteries in your system can be changed. The batteries can be purchased at several local stores, such as Lowe’s, Home Depot and Batteries Plus.

Not necessarily, but it is a good idea for someone to be able to gain access to the house in the event of trouble or if the system should malfunction.

This is your choice. In order for them to stop an alarm or get any information about your account they will need this information.

Enter your four-digit user code followed by the bypass key (6) and the 2-digit zone number you wish to bypass. Sequence must be entered continuously or the sequence will not be accepted.

As long as you have your current Pass Code you can contact our business office at 369-7233 to change this information.

For your protection, Pass Codes are given out over the phone only when appropriate identification information is received.

Central Monitoring Station information is verified based on your account records in the monitoring software. If your pass code is not correct you will need to provide ID in order to obtain the correct Pass Code. If it is correct contact HTC at 369-7233 to have your account records reviewed.

Duress codes should be used only when the system has to be disarmed under a “stressful” situation. When a “Duress” alarm is sent to the central station, police are immediately dispatched without alarm verification.

Please call 369-7233 for more information.

If you hold down the panic or fire alarm buttons on the keypad for 1 to 3 seconds, an alarm is transmitted to the central station, and emergency services are dispatched immediately. An alarm received in this manner cannot be canceled.

Please refer to your user manual for these instructions. You will have to have your “Master Code” in order to perform this function. Your “Master Code” is recorded in your user manual.

Yes. All systems installed today have the ability to program more than one user code. Depending upon the type of system you have, the total number of codes may vary.

With the proper Pass Code, your account information can be updated by calling our business office at 369-7233.

Door contacts can be removed. It is recommended that a technician remove them from the system so that other devices can be used during a remodel. If the door is being replaced, special care should be given to the wiring during this time. Charges may apply if a technician is sent.

You should be able to paint around detectors – DO NOT PAINT THE DETECTORS. If you wish to take them down you should schedule a service call.

In order to properly test a glass break detector a special piece of test equipment is required. To have a technician come out and test for you please call our business office at 369-7233. Charges may apply.

In the event no telephone line is available, Long Range Radio or Cellular can be used to transmit alarm signals.

It is possible for your alarm system to affect your phone. A RJ31X jack is installed at each control panel. By unplugging this jack you will disconnect the alarm system from the phone system. If the phones begin to work, then the problem is in the Alarm Panel. If there is no change, then the problem is in the RJ31X jack or somewhere else in the phone system.

The alarm system is wired to take priority over all phones within the house. This prevents the system from being defeated when a phone is “off hook” in the house.

No. Your alarm system is designed to seize your phone line in order to call the Central Monitoring Station. It will then release the line in order for the monitoring station to call for verification.

Alarm panels have the ability to answer incoming calls. The caller will hear a “Fax” like tone or the words “System – System”. This feature is activated by calling the residence and allowing the phone to ring one time, and then calling back to the same number. This feature is used by our download software to access your programming when changes are needed, or for your system to be controlled by you via a touch tone phone if available.

Any type of motion sensor should not be armed in the area you are sleeping. If motions are armed in other parts of the house, your system will have to be disarmed before leaving the sleeping quarters. In most cases this has already been programmed for you. You can use the STAY mode while sleeping or are in the house. This feature turns off all interior devices and keeps your perimeter armed. The AWAY feature arms every device in the system and assumes you are leaving the house.

The standard range for these devices is 200ft. This may vary depending upon your area, your surroundings, or the strength of the device’s battery.

Most systems have the ability to support both wired and wireless devices. In some cases, wireless devices can be retrofitted to work with older alarm systems.

Call 369-7233 to have your remote disabled.

“AC” loss is an indicator that electrical power has been removed from the system. If you are not experiencing a power outage, check all of your circuit breakers. Service may be required.

This indicates an alarm has occurred. This information will continue to be displayed until you enter your user code and press “Off” (1).

The “Stay” mode also allows for Entry / Exit delay times. If no delay is needed, arm the system in the “instant” mode. This will not allow any Entry time.

“6F” or “BF” is an error code associated with a Long-Range Radio backup system. When these codes are displayed, the Radio has lost connection with the Network used to report your alarms in the event your telephone service is unavailable. Service is required.

This normally means that electrical power has been removed from the system and the battery has been exhausted. Check all of the circuit breakers. If none are tripped and you have power in your home service will be required.

“CA” is displayed on the keypad when the alarm has been activated but the system was turned off with a user code before it could communicate with the Central Monitoring Station. In most cases no signal was ever sent to the Central Monitoring Station.

Enter your four-digit code followed by the chime key (9).

Enter your four digit code followed by the function key (3), then (6) and (3). Now follow the voice prompts to set the time and date.

“DC” will appear anytime the download software has been used to access the control panels programming.

Any time a zone is faulted it will display on the keypad. This could mean a door or window is open or there may be movement in the area of a motion detector. The system cannot be armed at this time. The fault must be cleared to set the alarm.

“FC” will appear on the keypad anytime the alarm system tried to report an event to the central station and the message was not received. The most common reason this may happen is due to phone service not being available, some type of call block being put on the phone line, or some other type of telephone line trouble.

Your system has an integrated message center. Press function key (#) and then press (3) to listen to your message.

“OC” is displayed on the keypad when communication has been lost between the keypad and the control panel.

A solid “Ready” light indicates that system is ready to be turned on. A blinking “Ready” light indicates that a door or window is open, or there may be movement in the area of a motion detector.

The “Ready” light indicates if the system is ready to be turned on. This indicates that a door or window is open, or there is movement in the area of a motion detector.

The wireless Lynx system has the ability to operate as a speakerphone. Calls can be placed or answered from this location. This feature can be disabled.

“Standby” or “E8” is displayed on the keypad when there are more wireless devices programmed than the system is capable of handling. Service is required.

Some systems do allow the keypad volume to be increased or decreased. Please refer to your user manual for the procedure for your particular system. For the Lynx Wireless system, press the function key (#) then press the volume key (2) then press the up or down arrow to change the volume level.

The lights on wireless detectors are turned off to help conserve the life of the batteries in the detector.

The normal programming is set for the siren to stop after 12 minutes for Intrusion Alarms. The siren typically will not stop for Fire Alarms until the system is reset. This feature can be programmed by the installer.

This normally indicates a malfunctioning siren. Service is required.

Smoke detectors beep when batteries become low. You will also get an indication at your keypad as well.

The wall transformer is the source for electrical power to your alarm system. In addition, the alarm system is powered by a 12-volt battery in the control panel. Disconnect both power sources and the system will be powered down.

Yes. It is not possible to turn off smoke detectors.

No. Smoke detectors cannot be bypassed or turned off.

In some case they can be. A technician will need to visit your home to see if it is possible.

Yes. The information can be delivered to you on various time intervals or it can be e-mailed at various time intervals. Call 369-7233 for pricing information.

Yes. If your system is beeping it will be heard from the keypad and a code will be displayed. If nothing is being displayed, then beeping may be coming from another source within the house. A common source is battery powered smoke detectors that are not installed by the alarm company.

Yes. Modules can be purchased that can be interfaced between light circuits and the alarm system.

Your alarm should be tested once each month. Be sure to test each zone.

Call the Central Monitoring Station at (800) 868-0063 and request your account be placed on test. You will need your Pass Code. Arm your alarm and wait for exit time to expire. Now you may activate as many devices as you wish. Allow siren to sound for at least 30 seconds. Disarm the system; you will have a zone number displayed for each zone you activate. This same information should have been received by the Central Monitoring Station. In the event a zone does not appear, re-test the system. Each zone should be tested once each month.

The overall reliability of the network connections used by some VoIP providers has not been proven to be as reliable as traditional, landline-based telephone service (Public Switched Telephone Network). Some VoIP services may be temporarily unavailable due to scheduled or unscheduled network outages. You may be familiar with such lapses in service based on your own experiences using the Internet.

Connected Home Premium Security Systems

Q: How do I log into the Alarm.com website?

Open a browser > http://www.Alarm.com/login > Log in using the login name and password provided to you by your dealer.  If you have logged in previously, use the login name and password that you created.

  • Confirm that you are using the correct login name.
  • Confirm that your password is correct.
  • The password is case-sensitive, so ensure you are using the correct casing for each letter in your password.
  • If you have logged into the customer website from a computer, confirm the login credentials you are using for the app are the same as what you are using to log into Alarm.com via the computer.  The credentials you use to log into the app and website should be exactly the same.

NOTE: Before doing either of the below steps, make sure you have access to the email address connected to your customer account so that you can retrieve the login name or new temporary password.  

  • If you are unsure of your login name, you can confirm it by clicking the “Login Help?” link below the “Sign In” button.  You can then enter your email address under the section titled “Forgot your login name?” and press submit. 
  • If you are unsure of your password, you can change it by clicking the “Login Help?” link below the “Sign In” button.  You can then enter your login name under the section titled “Forgot your password?” and press submit.
  • If you are still experiencing issues or are unsure what email address is on file, please reach out to your authorized security dealer for further assistance.

Log into your master account > Profile > Manage Logins > “Add a Login” in bottom-right corner of screen > Create a login name for the user and enter that users email address and select the language they’d like the text on the customer site to appear > Submit.  At this point you have the ability to edit and customize the permissions of this user, defining the access this user will to each product/feature.

Yes, you can add users that only have access to access points (Security system, Locks, etc) for a predetermined date and time range.

Log into account > Security > Users > Actions > Add Temporary User.  Enter:

  • Users Name: The name of the person this access will be associated with
  • Contact Addresses: Phone numbers or email addresses that you would like this user to be able to receive notifications at. You can also leave this blank if you do not want them to receive notifications.
  • Access Period: This determines the dates and times that this user will have access to the “Access Points”
  • Access Control: Click the items that you would like for this user to have access to during the “Access Period” you specified previously.

Yes, you can add users that only have access to access points (Security system, Locks, etc) for a predetermined date and time range.

Log into account > Security > Users > Actions > Add User.  Enter:

  • Users Name: The name of the person this access will be associated with
  • Contact Addresses: Phone numbers or email addresses that you would like this user to be able to receive notifications at.
  • Access Control: Click the items that you would like for this user to have access to during the “Access Period” you specified previously.
  • Access Code: Code the user will enter in order to access the Access Points you selected.
    • This should be a unique code that cannot easily be guessed.
  • Schedule: Check “Limit access times” and choose the times that you would like this user to have access to the Access Points you selected.

Alarm.com notifications allow anyone you would like to receive text, e-mail or push messages based on specific system events.

Log into account > Notifications > “+ New Notification”.  

Select from the pre-created Notifications. Customize a notification by choosing which system activity should create a notification, the time frame that you would like the notification to be active, who you would like to be notified in the event that the system event happens and how you would like them to be notified. 

You can record clips based on sensor activity or when the camera detects motion.  In order to create a recording schedule Log into account > Video > Recording Schedules > “+ Add Schedule” > Select what you would like to trigger video clip recordings. 

Video Motion Detection is the camera’s ability to trigger recordings based on detected motion. The camera identifies motion by measuring how the video’s pixels change from one moment to the next. There is not a PIR motion detector built into our cameras, but when VMD is set up correctly, it can be an effective way to capture activity and generate notifications.

In order to set up VMD, log into your customer account > Video > Video Device Settings > Select the Video Device from the drop down menu (upper left corner) > Video Motion Detection.

When editing Video Motion Detection windows, identify your main areas of concern and draw narrow windows near those areas. For example, if there is a jewelry box on the desk, make sure to draw a VMD box either around or along the path leading up to that area.

When Drawing VMD Windows:

What to avoid in VMD windows.
Some movement or pixel changes will cause false triggers. It is best to avoid these as much as possible: 

  • Trees, foliage or any type of fabric that the wind or an air vent may blow should be avoided since these can case the camera to falsely trigger.
  • Avoid any windows that are not a security concern. It’s possible that the sun rising and setting could cause false triggers.
  • Any areas with numerous shadows, such as a window that people (not of concern) walk past or with shading from trees. Remember to think about how the lighting may change throughout the day; an area that was not shaded may become shaded later in the day.
  •  Always be sure to use all 3 VMD windows in the place of one larger window. Smaller boxes are less prone to false-triggered recordings.

What if you want the entire camera view to trigger recordings?
Rather than creating one large box that will not be precise, try creating lines or “barriers”. The goal is to catch a person of interest as they cross through the window.

See the example below for a good example of how to cover a whole room with VMD while avoiding the windows which could cause potential false triggers.

You will notice that these VMD windows: 

  • Avoided the windows due to sunlight changes.
  • Created barriers that must be crossed when entering the area.
  • Created another box that must be crossed when going through the room.
  • Used all 3 windows.
  • Kept all the windows as small/skinny as possible.

Away from home thermostat override allows you to save energy by automatically adjusting the target temp of your thermostat based on when you arrive or leave a premises.  In order to set this up log into your customer account > emPower > Rules > Away from Home Thermostat Override ON > Select the settings you would like:

Away Settings – Determines what the thermostat should do when your security system is Armed Away or you are exiting your home geo-fence.

  • When System is Armed Away – Select if your arming status should determine your “away from home” temperature.
  • When All Geo-Devices exit this Geo-Fence – Select if your geo-location should determine your “away from home” temperature.
    • Select your home geo-fence’s name.
  • Set Target Temp – this is the temperature you’d like your thermostat to change to when you leave your home.

Home Settings – Determines what the thermostat should do when your security system is Disarmed or you are entering your home geo-fence.

  • When System is Disarmed– Select if your arming status should determine your “away from home” temperature.
  • When any Geo-Devices enter this Geo-Fence – Select if your geo-location should determine when to resume your thermostat’s schedule.
    • Select your home geo-fence’s name.
  • Set Thermostat > Resume Schedule

*Note: If you have a thermostat override rule set up for both geo-services and panel status, the thermostat will follow whichever action happens first.

Below are the remote arming options that you may see and their definitions.  Not all arming options are available on every panel.

  • Disarm: Your system is not armed.  It is in a state where anyone can enter or exit your home as they please.
  • Arm Away: An arming state that secures all perimeter and interior contacts.  This is meant to be used when no one is home or is supposed to enter your home unless they have a user code that is able to disarm your security system.  
  • Arm Stay: An arming state that bypasses interior motion detectors. It is meant to be used when you would like the perimeter of your home secured, but you would like to roam freely throughout the secured home. Only the perimeter detection (e.g. door/window contacts) and certain types of interior protection (e.g. glass break detectors) would be armed this mode is selected.
  • Night Arm: An arming state that groups your contact sensors into zones in your home, allowing for some areas inside your home to be armed away while other areas are armed stay, allowing you to roam freely throughout particular zones inside your home.
  • Silent Arming: By default, when you arm your system, the panel makes exit delay beeps. Silent Arming allows you to arm the system without any noise. Your Silent Arming setting applies to all future commands from this login through any user interfaces (including mobile site and mobile apps) for this system.
  • Remote Bypass: When arming your security system, if a sensor is open (e.g. a window is left open), but you are aware of it and OK leaving that portion of your home possibly unsecured you may have the system arm, but ignore the open sensor, ensuring your system does not go into an instant alarm. 
  • No Entry Delay: A built-in delay on any entry/exit zone of a security system. This delay gives you time to enter/exit your home or business after disarming/arming your security system to avoid setting off the alarm. Entry/exit delays can be anywhere from 15 seconds to 120 seconds in duration.

Log into your customer account > Security > Sensors.  Edit the sensor names and press “Save”.

When a Duress Alarm is triggered, it will show that a duress alarm has been activated on the home page of the customer site until cleared. You can clear the duress alarm by clicking the “clear duress” button which shows up on the customer site in the arm/disarm portion of the screen.  If you do not clear it using this button, the message will automatically clear within a few days. At this time, you can only clear a duress alarm on the Alarm.com website, not the mobile app.

Log into your account > Video > Saved Clips > put your cursor over the clip you’d like to view and a play button will appear.  Click the play button in order to play and view the clip. You may also choose the option to select one or more clips.  When you do this, you are able to play multiple clips in a row similar to if they were one longer clip.

When there is any type of issue with your system it will show up in a banner at the top of your home screen when you log into your account.  In order to temporarily make this disappear, you can press the “-” button in the upper-right corner of the Issues banner.  However the banner will re-appear every time you go back to the home screen until you’ve fixed the issue(s). 

In order to ensure the Issues banner disappears completely, you will need to fix all issues that appear in this box.  Many of the issues are clickable and will give you steps to help you resolve the issue without calling your security dealer.  If you would like further details about why the issue is showing up, please call your security dealer.

When you send an arm/disarm or lock/unlock command the icon will automatically change its state to reflect the command being successfully acknowledged.  If it has been over 30sec.-1min. try refreshing the arming/lock status by refreshing the page to see if the state of the icon has changed.  If it does not change, wait an additional 1 min. and then try sending the command again.

Below are the steps for downloading the Alarm.com app on mobile devices.  Please ensure that you are downloading the gray/silver icon with the Alarm.com logo on it and not an orange app.

Android App

  1. Go to the Play Store.
  2. Select the magnifying glass.
  3. Enter ‘Alarm.com’ in the search bar and select search.
  4. Download the app. It is a gray/silver icon with the Alarm.com logo on it. 

iOS App

  1. Go to the App Store.
  2. Select the search option.
  3. Enter the ‘Alarm.com’ in the search bar and select search.
  4. Download the app. It is a gray/silver icon with the Alarm.com logo on it

Windows Phone App

  1. Go to Marketplace.
  2. Select the magnifying glass.
  3. Enter ‘Alarm.com’ in the search by and select search.
  4. Download the app. It is a gray/silver icon with the Alarm.com logo on it

BlackBerry App

Primary Method

  1. Open the web browser on your BlackBerry device.
  2. Enter www.alarm.com/bbinstall in the URL bar.
  3. Follow the instructions to download the app.

Secondary Method

  1. Type https://www.alarm.com/MobileServlet/ota/AlarmMobile.jad in the phone’s web browser.
  2. Select ‘Download’.
  3. Select ‘Yes’ for the application permissions section.
  4. Customer will receive the message, “The application was successfully installed. Press OK or Run.”

Once you have downloaded the app enter the app by pressing the app icon on your phone.  Enter the same login and password credentials in the app as you use for the customer website.  

There are a few reasons that your customer site login is not working correctly.

  • Confirm your login name and password.  The password is case sensitive, so please ensure all lower-case and capital letters are correct.
  • If your password was reset, is it possible it was reset multiple times?  Each time your password is reset, the old password is disabled and the most recent password becomes valid.  Ensure that you are using the password from the most recent password reset email that you received. Also check that the Reset ID in the email matches what is shown on the Login Help page.
  • The master user of the account deleted your account access.

Log into your account > Profile > Login Info.  From here you can choose a new login name or change your email address.

  • Confirm that you are using the correct login name.
  • Confirm that your password is correct.
  • The password is case-sensitive, so ensure you are using the correct casing for each letter in your password.
  • If you have logged into the customer website from a computer, confirm the login credentials you are using for the app are the same as what you are using to log into Alarm.com via the computer.  The credentials you use to log into the app and website should be exactly the same.

NOTE: Before doing either of the below steps, make sure you have access to the email address connected to your customer account so that you can retrieve the login name or new temporary password.  

  • If you have attempted to log in unsuccessfully over 5 times you may be locked out.  In order to quickly fix this, please press the “Login Help?” link (below the login area) and enter your email address or login name to confirm your username or reset your password.
  • If you are unsure of your login name, you can confirm it by clicking the “Login Help?” link below the “Sign In” button.  You can then enter your email address under the section titled “Forgot your login name?” and press submit. 
  • If you are unsure of your password, you can change it by clicking the “Login Help?” link below the “Sign In” button.  You can then enter your login name under the section titled “Forgot your password?” and press submit.
  • If you are still experiencing issues or are unsure what email address is on file, please reach out to your authorized security dealer for further assistance.

This feature lets you create location-based alerts and rules based on the location of one or more phones, or “Geo-Devices.” 

  1. If you would like to activate the Geo-Services functionality on your mobile device, you will need to first activate it through the mobile app.  Log into your app and go to the Settings Menu > Geo-Services > Turn on the Geo-Services option by toggling the switch to the on position. 
  2. Once you have enabled Geo-Services on your mobile device, please log into the customer website > Mobile > Geo-Services > “+ Add a Fence”.  When adding a fence you will create a virtual fence that can send location-based alerts and rules based on the location.

You may disable Geo-Services for your mobile device at any time via the website or the mobile app. 

In order to create a new login for the Alarm.com site or the app, please log into your master account via internet browser > Profile > Manage Logins > “Add a Login” in bottom-right corner of screen > Create a login name for the user and enter that users email address and select the language they’d like the text on the customer site to appear > Submit.  At this point you have the ability to edit and customize the permissions of this user, defining the access this user will to each product/feature.

There are a few reasons that your sensor’s status is different on the app than online.  Below are a few reasons that could cause the status to be different on the app and the website.

  • Your phone may have poor internet connection due to its cellular connection at the moment.  You can connect your phone to a local WiFi signal or wait until you can get your phone to an area with a stronger cellular signal.
  • The app is out of sync and needs to be refreshed manually.  Usually the app will automatically update with sensor status changes, but refreshing the page will ensure that it is pulling the correct status.  In order to refresh the page you can wipe down on the home page and let go.  A “refresh circle” will appear to confirm that page is updating.

There are a few reasons that you may have been logged out of your account.

  • You have not chosen the “keep me logged in” option which needs to be checked when you are entering your login credentials.
  • You updated your app to the most recent version.  When you update the Alarm.com app you may have to re-enter your credentials in order to log back in the first time after it’s been updated.
  • The master user of the account deleted your login name.
  • One of the users chose to “Disable Automatic Login to this Account”.  This is a feature that allows a user to log out all users from the mobile app the next time they attempt to view the app.

Yes, the Android app is compatible with the Kindle Fire. Go to Amazon App store > Search Alarm.com > Download the gray/silver icon with the Alarm.com logo.

Alternatively if you have installed the “Google Play Store” app on your Kindle Fire you can also download the most current version of the Alarm.com app through there.

Yes, through a feature called Multi-system access you can link multiple accounts together and switch between them in the Alarm.com app. 

In order to switch between accounts you must first link the customer accounts to your master account through the Alarm.com customer website.  To do this, log into the Alarm.com customer account in a browser > Multi-System Access > Add System > add the credentials to the account you’d like to link with this account > Submit. Follow the same process for each of the accounts you’d like to link through Multi-System Access.

Once additional accounts have been linked to your master account through the customer website, please log into your Alarm.com app.  In the upper-left corner of the app, select the menu icon (3 small parallel lines) which will open up the left side features/settings pane.  Select your system’s name at the top of the screen and a drop-down list of the other accounts linked will appear.  Choose the account you would like to switch to and you will immediately see the new accounts.

We do not currently have a BlackBerry 10 app, however our mobile website (m.alarm.com) allows up to 10 users at a time to enjoy the Alarm.com features in a mobile-friendly format on their phone. The mobile site, m.alarm.com, is very similar to our mobile apps in terms of design and functionality and provides an excellent Alarm.com interactive experience.

Alarm.com has a Windows Phone app that is compatible Window’s Phone 7 Operating System (WP7 OS) and higher.  Currently the Windows Phone app is not compatible with Windows tablets at this time. If you would like to use Alarm.com on a Windows tablet we recommend using our mobile site, m.alarm.com.  This site allows up to 10 users at a time to enjoy the Alarm.com features in a mobile-friendly format on their phone. The mobile site, m.alarm.com, is very similar to our mobile apps in terms of design and functionality and provides an excellent Alarm.com interactive experience.

Alarm.com has investigated the location services technology on Windows phones, and at this time, it does not support our requirements for offering Geo-Services. We hope to be able to offer this feature in the future.

At this time, LiftMaster Garage Door Control is not available on the Alarm.com Windows phone app. We are looking into adding it in a future update.

Android:
Your phone’s operating system’s version is between versions 2.1 and 2.3.3.  Until your operating system has been updated to higher than 2.3.3 you will only be able to download the older app design.

iPhone:
Your phone’s operating system’s version is below version 7.0. Until your operating system has been updated to version 7.0 or higher, you will only be able to download the older app design.

General

Q: How do I sign up for HTC Digital Cable?

HTC Digital Cable offers a wide variety of programming options ranging from basic cable programming to digital cable and premium movie channels. You can sign up for service by calling our Customer Care Department at 843-365-2154 or by visiting any of our 9 retail locations.

HTC Digital Cable is offered through most of Horry County and part of Georgetown County. To determine if cable is available in your area, please call our Customer Care Department at 843-365-2154.

HTC Digital Cable offers more than 200 networks in a variety of categories including local, news, sports, movies, music, business, children’s, family and more. Visit our Channel Line-up section for a complete list of available networks.

HTC Digital Cable’s goal is to maintain a line-up that offers quality programming while keeping competitive rates. There are many different factors that contribute to the selection of programming for HTC Digital Cable. In general, some of the deciding factors are cost, subscriber demand, ratings, financial availability of the company offering the channel, availability of open channels on our cable system and whether or not there are similar channels on our line-up.

Network request help us make decisions when we are able to add or change our line-up. You may submit your request by calling our Customer Care Department at 843-365-2154 or visit the Contact Us section of this site.

Customers can have networks removed from their cable line-up by using the parental control feature available on HTC Digital Cable set-top boxes. For more information on Parental Controls, refer to the Digital Cable section.

HTC Digital Cable considers your personal information to be confidential. The Cable Act authorizes HTC Digital Cable as a cable operator to disclose personal information concerning any subscriber for the following purposes if the disclosure is:

  •     Necessary to render or conduct a legitimate business activity related to the cable service or other services provided to the subscriber.
  •     Required by law or legal process.
  •     Names and addresses of subscribers for “mailing list” or other purposes.

The Cable Act of 1992 prohibits HTC Digital Cable from disclosing personal information concerning subscriber for any purpose other than those listed above without the subscriber’s prior written or electronic consent.

These kinds of disclosures typically involve billing and collections, administration, surveys, marketing, service delivery and customization, maintenance and operations, and fraud prevention. We may also collect, use and disclose information about you in non-personally identifiable or aggregate formats, such as ratings surveys and service usage and other statistical reports, which do not personally identify you, your particular viewing habits, or the nature of any transaction you have made over the cable system.

No. HTC Digital Cable respects the privacy of each of its customers and does not track individual viewing habits.

Televisions manufactured in the early 90s and labeled “cable ready” tend to have limited channel capacity ranging from 0 to 30 or 40 channels. In cases where your television will not receive more channels, a set-top box from HTC Digital Cable will be necessary to receive networks located on higher frequencies. Televisions manufactured in 1996 and later were built with increased channel capacity, capable of receiving as many as 130 channels. To determine if your current television is cable ready with the desired channel capacity, consult the user guide that came with your television.

Cable theft is the unauthorized interception and/or receipt of any communications service offered over a cable system without the consent of the cable operator. Cable theft usually occurs when an individual knowingly and willfully makes illegal physical connections to a cable system or alters or installs any unauthorized equipment so that the cable signal can be received without the authorization or knowledge of a cable operator.

Any unauthorized person who intercepts or receives communications provided over a cable system may be penalized under the Cable Communication Policy Act of 1984 [47 C.F.R. 553(c)]. This includes the theft of audio, video, textual data, and any other service. The law applies to manufacturers and distributors of equipment as well as to individuals. Parties found guilty of cable theft are subject to both civil and criminal penalties, which may include substantial fines and/or time in prison.

A digital set-top box is a powerful computer that receives cable input and processes multiple channels into a single frequency so that sound and images can be viewed on your television. When a digital set-top is attached to your TV, you will be able to watch digital channels. The digital set-top also authorizes customers’ TVs to receive all of the cable channels that they are entitled per their subscription choice.

Hooking up external components to your digital cable set-top is easy. For more information, please refer to the Users Guides section for hook-up diagrams.

Yes. Digital programming packages and premium services such as HBO, Showtime, Cinemax or STARZ! signals are scrambled in transmission to your home. When you order a premium service to be added to your account, you are then authorized to view the programming on that channel(s). The digital set-top box descrambles the signal, allowing you to enjoy your digital or premium services.

With HTC Digital Cable, it’s easy to find your favorite channels. With the i-Guide onscreen programming guide from TV Guide you can search by start time, channel, or area of interest. Just point and click. For more information, refer to the i-Guide Reference Manual.

By using the Parental Control feature, you can restrict viewing and purchases of TV programming based on your viewing preferences. Click HERE for instructions on setting up Parental Locks.

Your digital cable remote is a universal remote that can control your TV, DVD Player or VCR, Stereo Receiver and digital set-top. To set up your remote control, refer to the instruction listed in the i-Guide reference manual.

Digital Music is one of the greatest benefits of HTC Digital Cable. HTC Digital Cable offers 46 commercial-free, CD-quality music channels in a variety of categories from 70’s Rock to Jazz, Classical to Country and more. It’s all there, and best of all, these channels are included at no additional charge when you subscribe to either the standard or Digital Video Recorder set-top box.

Pay-Per-View Movies and Events

Q: How do I order a movie or event?

It’s easy to stay home and watch movies and events with HTC Digital Cable Movies and Events. Just tune to channel 500 daily for sneak previews and up-to-the-minute schedules of what’s on each month. Then go to the PPV Time or Title listings menu and just choose and click the movie or event you want to watch using your remote. Then follow the onscreen instruction to purchase. All that is left is to sit back and enjoy.

Before the beginning of the movie or event starts, highlight the ordered program in any of the listings menus, and then press OK. Highlight the Cancel option and press OK.

A Purchase Code is a personalized 4-digit PIN that allows you to restrict ordering of programming purchases. Once the purchase code is set, only individuals with the code will be allowed to order any movies or events.

To set Purchase Codes, select Setup from the Main Menu, Select PINs Setup and then follow the onscreen prompts to setup, clear or change your PINs.

Don’t worry. With our digital set-top boxes, you will only be billed if you tune to the channel of the ordered movie or event while it is playing. However, keep in mind that if you turn to the channel, even for a second, you will be billed.

In some circumstances, blocks may have been placed on your set-top box. If this happens, you may still order your movie or event by calling the number on the screen.

If you believe that you are being billed for movies or events that you did not order, you will need to contact HTC to determine what the problem may be. You may also want to set up a Purchase Code (See i-Guide Reference Manual).

No. The movie or event ordered will only appear on the box that it was ordered.

Troubleshooting

Q: Why does my Digital Cable remote not work?

To operate the set-top box, the digital cable remote must be in the cable mode. To put the remote in the cable mode, do the following:

  1. Press CABLE and try to change the channels. If this does not work, try step 2.
  2. Take the batteries out of the remote, put them back in and try again. If the remote still does not work, proceed to step 3.
  3. Press the upward triangle button on the front of the set-top box. If the channel changes, proceed to step 4.
  4. Replace the batteries in the remote. If this does not correct the problem, the remote may need to be replaced. Please call HTC Repair at 365-2186 or 611 from any HTC telephone or stop by any of our 9 retail locations.

If you are having problems with your cable reception:

  • Check all cable connections to make sure they are tight.
  • Check all wires for fraying or any other damage, such as animals chewing on the wire or furniture sitting on the line.
  • Make sure that your TV is on the proper channel to work with your set-top box and/or VCR. In most cases, this is either channel 3 or 4.

If the reception is still not good after trying the above steps, please call HTC Repair at 365-2186 or 611 from any HTC phone to report the problem. Please make sure to give the HTC representative as much information as possible (any recent digging in your area, neighbors experiencing similar problems, double images on any channels, any HTC work vans in your area, etc.) when reporting your problem. This information will help the HTC representative identify the potential cause of the reception problem you are experiencing.

Try unplugging the set-top box and then plugging it back in. This will reset the set-top box and allow for data to be downloaded. It will take some time for the information to appear. If there is still a problem after the information has appeared, please call HTC Repair at 843-365-2186 or 611 from any HTC telephone.

Most TV sets come with color and tint controls. These controls can be adjusted to the personal preference of the viewer. Please refer to your TV’s User Manual for directions on changing these settings.

If there is a power failure or your set-top box was unplugged, the set-top box can loose the program information. Once power is restored, wait about 15-30 minutes and the channels and program data will begin to reload.

Although your onscreen programming guide, i-Guide, checks all data thoroughly before it is sent to your home, programmers do sometimes change their schedules at the last minute without notification.

Sun spots are dark spots that move across the surface of the Sun, expanding and contracting as they move. This dark area is a temporary concentration of the Sun’s magnetic field. A flare is the release of the magnetic energy from the area of the sun spot. If this magnetic energy reaches the earth, it can affect electronic equipment such as satellites and other equipment used in the telecommunications industry. It can also affect RF transmissions such as cable TV and can affect electrical power grids.

The red light on your set-top box indicates that you have a message from HTC Digital Cable on your set-top box. To view the message, select MENU on your remote control. Use the arrow key to highlight MESSAGES and then press okay. After reading the message there will be an option to keep or delete the message. When you delete the message, the red light will disappear.

A solar outage is a common and predictable phenomenon that happens twice each year (March and October). Solar outages can cause your signal to be unusable for short periods of time. These outages may last from 5-10 minutes each day for a 10 to 14 day period.

TV Everywhere

Q: What is TV Everywhere?

TV Everywhere keeps you connected to some of your favorite programs from participating programmers on your laptop, iPhone, iPad, Android Smartphone and Xbox.  With an HTC Digital Cable TV Everywhere username and password, you have access to some of the best shows, movies and live streams of networks available.  Please click here for a list of available networks.

Video On Demand (VOD)

Q: What do I get with HTC Digital Cable On Demand?

With HTC Digital Cable On Demand you get a library of hundreds of On Demand movies and shows from networks* like Cartoon Network, Food Network, HGTV, History, Travel Channel, Exercise TV and more. Many of these movies and shows are FREE. You also get the convenience of new-release movies right on your TV and ready to start anytime you want. You can also watch them as often as you like within 24 hours of the initial purchase.

*Subscription to associate channel required to view On Demand programming from that channel.

HTC Digital Cable On Demand allows you to enjoy thousands of shows and movies whenever you want – many are FREE. You get instant access to some of your favorite cable shows, kids programming, music, sports, movies, and more. You can also play, pause, rewind, and fast-forward most shows from the On Demand menu anytime, without a VCR or DVD player.

You may simply go to Channel 1, where you will be directed to the HTC Digital Cable On Demand main menu. You may also access HTC Digital Cable On Demand through the main menu by pressing the On Demand button or by pressing the VOD button on your remote.

No. Accessing and browsing the On Demand menu is included at no additional charge with your HTC Digital Cable set-top box subscription. HTC Digital Cable On Demand includes hundreds of movies and shows – many are FREE. New release movies, adult programs, special events and other shows may carry fees, please check your on screen guide before ordering. Any programs that carry a fee will have a confirmation screen before they begin confirming your order. HTC Digital Cable On Demand services are not available in all areas.

Yes. HTC On Demand offers you the convenience of watching your premium channel movies anytime you want at no additional charge. Many premium channels also offer hit series and other programs On Demand if you missed the original premiere or you want to catch up on past episodes.

The program fee will appear on screen, and you will always receive an order confirmation box before the start of any program that carries a fee, asking you to confirm your purchase.

Yes. If you rent a HTC Digital Cable On Demand program for a fee, the purchases will be added to your monthly HTC bill, and the program title will be listed for your reference. Free content will not be shown on your monthly bill.

Yes. If you stop your show and want to come back to it later, it will automatically be saved in the My Rentals folder on the main On Demand menu. You can restart or resume your movie anytime within 24 hours from the original purchase at no additional charge. Some movies will be available for 36 hours.

Yes. New shows are added often, so you can check back to the menu frequently and see what’s new.

To get to the last On Demand screen, press the “Last” button on your remote.

Yes. Use the arrow keys or the play, pause, rewind, and fast-forward buttons on your remote. Most shows and movies will allow you to rewind. The Fast Forward feature is disabled on some programs due to contract requirements.

Due to traffic on the On Demand platform, HTC Digital Cable On Demand may be unavailable for a short period of time. Please try accessing HTC Digital Cable On Demand again in a few minutes. If you are still unable to access HTC Digital Cable On Demand, please contact our repair department at 611 from any HTC phone or at 843-365-2186.

No. You should be able to enjoy the rest of your cable channels without interruption.

Customer Service

Jump To:

Calling Features

General

Calling Features

Q: How do I use Caller ID or Call Name Delivery?

To use Caller ID or Call Name Delivery:
1. When you receive a call, wait until your telephone completes the first ringing cycle.
2. The number and/or name of the calling party will appear on your display screen.
3. If you answer the call, the number and/or name will remain on the screen until you or the caller hangs up.

Notes:
Subscription to Caller ID and/or Call Name Delivery requires the lease or purchase of a display telephone or an add-on display unit. If the person calling you is in an area outside the Caller ID service area, you may not receive the number. Caller ID will not display the number of a Call Waiting party, unless you have subscribed to Call Waiting Deluxe. If “private” appears on your screen, the caller may have used the Caller ID Blocking option. All Caller ID units are not equipped with storage and name delivery capabilities. If the name is not listed with the phone number, then only the caller’s phone number will display.

General

Q: I received an email asking me to verify my account or it will be deleted. What do I do?

Delete the email. HTC does not ask for account information or verification via email.  Protect yourself online.  Scammers are always busy.  Do not click on anything that looks suspicious.

From time to time, we get a spike in questions from customers about emails that make the rounds.  The emails will claim to be from HTC and ask customers to click a link to provide “proof of ownership” of their webmail account.  Failure to comply would result in the closure of the account.  These messages do not come from HTC and is likely a phishing scam.  If you receive an email like this, please delete and don’t respond in any way.

You may call your account representative, who is most familiar with your specific services, or you may call our office at 843-365-2154 and our personnel will help by answering any questions you have.

Digital Millennium Copyright Act

Q: What is the DMCA?

Digital Millennium Copyright Act of 1998 protects copyrighted material from piracy and illegal digital content distribution. The DMCA clarifies the U.S. copyright law, protects computer programs as literary works, and makes it a crime to circumvent technological copyright protection measures (both software-based and hardware-based) on any copyrighted work, be they video games, DVDs, CDs, digital videos, e-books or computer programs. Internet Service Providers like HTC are protected because the DMCA holds the internet user responsible for illegal activities.

The DMCA will not affect you unless you, or someone with access to your internet connection, illegally downloads or shares copyrighted material. This includes unprotected Wi-Fi connections, so even if you do not know someone is using your internet connection to perform these criminal acts you could be held accountable. It is critical to password protect your internet connection Wi-Fi access with strong passwords to prevent unauthorized use. You will be responsible for any and all activities on your internet connection. 

Be sure you do not engage in any illegal internet digital distribution or activities such as downloading pirated videos, music, e-books, games, or other computer programs. Password protect your Wi-Fi connection. Change your password if you believe your internet connection has been compromised. Contact HTC Customer Support Team if you need assistance with password protection.

When you attempt to log onto the internet you will be presented with an HTC web page informing you that your account has been identified as possibly violating the DMCA. You will not be able to access the internet until you acknowledge you’ve read this page. If you receive more than two of these you may permanently lose internet connection and be prosecuted under the DMCA law.

Here is an image of the web page notice:

You need to acknowledge that you have read the notice. And, you may want contact HTC Customer Support Team at 843-369-7833 to be provided step-by-step guidance to protect yourself. At a minimum you need to strengthen and change your Wi-Fi password. Once you’ve changed the password you will have an opportunity to discuss the message with those authorized to use your Wi-Fi as they will be blocked until they can give the new password. 

General

Q: What happens if I don't use my @sccoast.net email?

If you don’t access your @sccoast.net e-mail account for 120 days, it may be deactivated and no longer receive messages. You can keep your account active by logging in to your email using your username and password.  If you’ve misplaced username and password information, contact us at 843-365-2186. 

Delete the email. HTC does not ask for account information or verification via email.  Protect yourself online.  Scammers are always busy.  Do not click on anything that looks suspicious.

From time to time, we get a spike in questions from customers about emails that make the rounds.  The emails will claim to be from HTC and ask customers to click a link to provide “proof of ownership” of their webmail account.  Failure to comply would result in the closure of the account.  These messages do not come from HTC and is likely a phishing scam.  If you receive an email like this, please delete and don’t respond in any way.

HTC provides our HTC High-Speed Internet customers with professional technical support FREE, anytime day or night. To reach our technical support staff, dial 843-365-2186 (for residential Internet customers). For business Internet customers, call 843-369-6851.

Our staff provides support for Microsoft Internet Explorer (browser). Basic support will be given for other online technical needs. Please be sure to have your user name and email address available when calling for technical support.

HTC offers high-speed Internet access utilizing our cable and fiber optic networks.

 Typical speed on wired connections Download Speeds up to: Upload Speeds up to:
Standard* 100 Mbps 10 Mbps
Premium* 200 Mbps 20 Mbps
Ultra* 300 Mbps 20 Mbps
Fiber Standard** 100 Mbps 100 Mbps
Fiber Premium** 200 Mbps 200 Mbps
Fiber Ultra** 500 Mbps 500 Mbps
Fiber 1Gig** 1,000 Mbps 500 Mbps

While you are not required to subscribe to HTC Cable or telephone service, the HTC network must be provided to your location in order to receive that type of high-speed access. You save money when you bundle your HTC High-Speed Internet with at least one other HTC service.

HTC constantly monitors the use of our high-speed access networks to ensure that quality service and the highest speed available are delivered to our customers. In your home, if you have multiple users, you may need one of our faster speeds to support heavier usage.

HTC Internet service includes a high-speed modem that has been tested to provide maximum performance and includes wireless PC networking. Modems that may cause electronic or physical harm or are used for the unauthorized receipt of service are not permitted. 

HTC Home Wi-Fi

Q: What is HTC Home Wi-Fi?

Connect up to 4 devices in your home. HTC Professional installers will recommend modem/router placement for best performance of your HTC Home Wi-Fi.

HTC High-Speed Internet for residential customers includes in-home internet Wi-Fi. HTC provided equipment includes Wi-Fi capabilities.

Wi-Fi speeds are affected by the number and age of devices connected, the placement of the Wi-Fi router, and interference from other equipment and even from neighbors’ home Wi-Fi.

Our 24/7/365 Technical Support staff will determine if the speeds delivered to your wireless router are those of your subscription plan. In some cases Technical Support will be able to advise regarding the number of devices and interference that are affecting your Wi-Fi, in other cases it may require an onsite service visit which may be billed at $75.00 per hour during normal Business Hours or $112.00 per hour after normal Business Hours. 

Internet Security

Q: What does Trend Micro Titanium Internet Security cost?

As a valued HTC High-Speed Internet residential customer, Trend Micro Titanium Internet Security is FREE!

You do need to install Trend Micro Internet Security on each of your PCs to provide protection to every computer in your home network. (Security Suite not recommended for commercially networked computers.) HTC provides each HTC High-Speed Internet customer up to three serial numbers.

With HTC High-Speed Internet it may take up to 10 minutes to Save and Complete the Installation of the software onto your PC.

Continue to use the version you are currently running. You may need to consider another security suite or upgrading your computer as your version may no longer continue to receive updates.

Standard configuration settings will be automatically established when the product is installed. These settings are appropriate for most installations but you should verify the configuration to determine if the settings are correct for your use. The product is very intuitive, so most people can simply navigate through the software and select the configuration options that are appropriate for them. And, of course, you can also call our Technical Support Staff. You can reach them anytime 24 hours a day, 7 days a week; HTC High-Speed Internet customers dial 843-365-2186..

Your Trend Micro coverage is good for one year from activation date as long as you are an active HTC Internet customer. Expiration Date on the software indicates 30 days forward on a rolling basis.

Yes, if they also have HTC High-Speed Internet Service, they can be protected for FREE. If they are not an HTC Internet Service customer they can purchase Trend Micro Titanium Internet Security for $69.95/year from an authorized reseller.

Network Management

Q: Which parts of the network does HTC manage?

HTC 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. HTC does not control the equipment inside the customer premise such as routers, computers, application software, and inside wire, which can affect the performance of the broadband service. HTC also does not control the operation of specific websites that may slow down data transmission during busy periods or the overall performance of the public internet.

HTC acknowledges that bandwidth and network resources are not infinite and must be reasonably limited. In order to bring its customer the best possible broadband Internet experience, HTC enforces network management policies that limit network congestion and transmission delays while ensuring that all Internet content is treated equally and is not unlawfully blocked or degraded. HTC’s network management practices are intended to protect the network, and HTC’s customers, from network congestion, threats to the network, security attacks, viruses and spam. HTC manages its network in a way that is transparent and nondiscriminatory.

HTC has policies in place to ensure that customers are able to access the lawful Internet content of their choice and run their preferred Internet applications. HTC promotes the continued development of the Internet. HTC’s network management practices are nondiscriminatory, application-neutral, and minimally intrusive. HTC may use one or more of the following industry standard procedures to manage its network. This list is not exhaustive.

a. Monitor the network to identify congestion, security breaches, malware or damage to the network

b. Reroute Internet traffic to relieve congestion

c. Complete additions or upgrades to increase network capacity

d. Enforcement of Acceptable Use Policy, Terms and Conditions of Service, and Service Agreements against customers abusing the network

e. Use security protocols to ensure authentication of customers

f. Provide resources to customers for identifying and reporting spam, viruses, firewall issues and phishing schemes

g. Filter spam

h. Prevent viruses from harming the network

i. Thwart Denial of Service (DOS) attacks

Network management practices are necessary to guard against harmful threats to the network
such as network congestion, security attacks, excessive spam, and viruses. Reasonable network
management practices ensure that HTC Customers have the best possible broadband Internet
experience.

HTC uses reasonable network management tools and practices that are minimally intrusive to its customers and are consistent with industry standards. In accordance with HTC’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 HTC’s broadband internet services. Thus, HTC’s tools and practices will generally impact only users that have violated the terms of HTC’s policies, AUP, Terms and Conditions for Service, or the Internet Service Agreement.

If a customer is in violation of any of the foregoing, the impact to the customer’s online service may include, but will not be limited to, any one or all of the following:

a. Notification by HTC that the Customer is in violation of the Company’s policies, terms
and conditions or agreements

b. Removal or blockage of material that has resulted in the violation including, but not limited to, illegal content

c. Suspension or delay of the delivery of email

d. Filtering of Internet transmissions

e. Suspension or termination of the broadband internet service account

Customers could also experience longer download or upload times or slower web surfing.

HTC’s reasonable network management tools and practices do not discriminate between applications. Thus, HTC will not manage its network congestion or security protocols based on applications being used by its customers on the HTC broadband Internet service. HTC’s network management is based on current network conditions and the aggregate amount of bandwidth being used by customers.

Generally, a Customer will be sent a notification from HTC that the Customer has committed a violation and would have been given a period of time during which to take corrective action. If, however, such violation persists, the Customer will discover that he/she is unable to access the Internet through HTC’s broadband Internet service. The Customer will be unable to surf the web or conduct online activities.

If an account is suspended, the Customer should contact HTC and follow HTC’s instructions for reinstating service.

No. HTC does not manage its network based on online protocols, activities or applications that a customer uses. HTC’s network management practices focus on current network conditions and the aggregate amount of bandwidth being used by HTC customers.

Wi-Fi Hot Spots

Q: Does HTC charge for the use of your Wi-Fi Hot Spots?

No. One of our staff will be happy to provide you with a FREE one hour access card.

 

Downloadables:

Yes. Each of our branch office locations, including Coastal Grand Mall, has a Hot Spot.

Most or all of our offices’ lobbies should be covered. Most of the Food Court at Coastal Grand Mall is covered (except behind the large columns).

A wireless router has been installed in our locations. This router will broadcast our NetRacer broadband access throughout our locations’ lobbies and the Food Court at Coastal Grand Mall. You power up your laptop, find the Wi-Fi Hot Spot, and key in a “login password” you get from the one hour access card that our location’s staff will provide.

Most people who want to use a Wi-Fi Hot Spot are familiar with how to find and use Hot Spots. Most laptops since 2004 have Wi-Fi cards built into them. Some customers with older equipment have purchased their own PCMCIA cards to allow them Wi-Fi access. If you don’t know how to use a Wi-Fi Hot Spot, you can review the Wi-Fi Guide on this site. It has all the information you need to get online with your wireless enabled laptop.

Yes. You will have to agree to the Acceptable Use Policy prior to accessing the Internet.

The one hour access card only provides an hour of access. If you need longer access, you will need an additional card(s). Please return to our store after you complete your first hour to obtain another card.

Thank you for asking! You can contact one of our Business Services Representatives and they will provide you information on how to have a Hot Spot in your business! Call 843-365-2651.

Yes. Our Hot Spots provide family friendly surfing. Inappropriate sites are blocked.

An area where you can have access to the Internet using your wireless enabled laptops or PDAs.

 

Downloadables:

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General

General

Q: How do I sign up for HTC Member Connections?

You can sign up by one of these methods:

  • Over the phone by calling one of our Customer Service Representatives at 843-365-2154.
  • Visiting one of our locations and asking one of our Customer Service Representatives to assist you.
  • Use HTC My Account.

The Member Connections bundle includes a monthly credit of $5 per HTC service – including Home Phone, Digital Cable, High-Speed Internet and Security Monitoring.  By subscribing to wireless services, you will also enjoy a Voice and Wireless Services credit of up to $25 a month based on the number of services in your bundle.  The more you bundle, the more you save!

See just how much you could save with the HTC Member Connections calculator at the bottom of the page.

HTC Home Phone service is required to participate in Member Connections.

HTC Home Phone service includes unlimited nationwide calling (including Canada) and several popular calling features – Caller ID, Call Waiting Deluxe, Call Forwarding and Voice Mail.

HTC Digital Cable includes the Basic and Plus packages with over 70 channels.  EPIX premium service is included at no additional charge.

Yes, free installation applies to all non-wireless services (with a term commitment).  Standard AT&T activation fees apply with wireless service.

Any current AT&T wireless plan (at published rates) qualifies for Member Connections.