How does Santel Broadband work?

Santel uses technology which takes advantage of your existing phone line. While regular phone calls are transferred at relatively low frequencies, data is transmitted at much higher frequencies. This allows you to speak on your phone and be connected to the Internet at the same time, on the same line. Broadband is an always-on service which offers a virtually instantaneous connection, with no lengthy dial-up process. It's as easy as flipping on a light switch!

Do I need to buy any equipment?

Santel’s broadband service requires a special high-speed modem. If you have Santel’s TV service, the residential gateway (cable box) will run both the video and the Broadband services. You will need an Ethernet card or Network interface card (NIC) in your computer; and your computer must be running Windows XP or Vista, or MAC OS System 9.2 or later. If your computer is running an older operating system, you can still have Santel’s Broadband service, but you will need to purchase a router. If you do not have Santel’s TV service, you will need to either purchase or lease the high-speed modem which can be obtained from Santel.

How does Santel Wireless Internet work?

Wireless Internet is high-speed Internet access which uses high frequency radio waves instead of telephone lines to connect you to the Internet. Your computer is hooked up to an antenna which we’ll place on your roof or pole-type structure. The antenna transmits radio waves to one of our towers and in turn, this tower connects you to our Internet backbone. This service does not use your telephone line at all.

Do I need to buy any equipment?

You will need a computer which is running Windows XP or Vista, or MAC OS System 9.2 or later, and you will need an Ethernet card or Network Interface card (NIC) in your computer. The service also requires a special high-speed modem and an antenna. The modem and antenna remain the property of Santel Communications and the cost for using them is included in your monthly wireless access fee.

What are the benefits of Santel High Speed Internet?

For Residential Users: • No Need for a Second Phone line • Dedicated Access-No Sharing Bandwidth with Your Neighbors • Affordable High-Speed Access • Uninterrupted, high-speed Internet access that's always on

For Business Users: • High Upstream and Downstream Speeds • Higher Productivity • Experienced Internet Providers and Dependable Service • Uninterrupted, high-speed Internet access that's always on

How do I know if my computer has a NIC (Network Interface Card)?

To determine whether or not your computer has a NIC card, proceed through the following steps: 1. Right click on 'My Computer' and select Properties. 2. Select the 'Hardware' tab. 3. Click on 'Device Manager' 4. Click on 'Network Adapters' 5. If there is an item listed under this section, you more than likely have a NIC card installed in your system.

How much does High Speed Internet cost?

Click Here to View Service and Price Options

If I am on the phone, will that decrease my bandwidth when I use Broadband?

No, voice operates at frequencies below 4KHz. All other services, including Broadband, operate above that.

Can a High Speed Internet customer use a laptop computer at home instead of or in addition to their personal computer?

Yes, if the laptop has an Ethernet card or Network Interface card, it can be used for Broadband or Wireless Internet. The modem connected to the computer can be unplugged from the PC and plugged into the laptop or a 4-port modem will allow multiple computers to be connected simultaneously by Ethernet cables. A wireless router also can be purchased to allow for a “wireless network” within your home or business.

My computer tries to dial in, but I have High Speed Internet. How can I stop this?

This is probably because the Dial-up settings are overriding the network settings on your computer. Follow these steps to change this:

For Windows computers: 1. Click on the START button, highlight Settings, and then click on Control Panel. 2. In the Control Panel folder Double Click on an icon called Internet or Internet Options. 3. In the window that now appears, click on the Connections tab and place a dot in Never Dial a Connection. Click the OK button at the bottom of the window.

For Macintosh computers: 1. Click on the Apple menu, highlight Control panels, and click on TCP/IP. 2. In the TCP/IP window make sure the Connect via option is set to Ethernet and the Configure option is set to Using DHCP Server. 3. Click on the box in the upper left corner, and SAVE the changes.

When I open Internet Explorer I get the message "cannot locate server". What should I do?

Check your modem. Are there any lights on? If not, make sure the power cord is plugged into the wall. If any lights are flashing, unplug the power cord from the modem, wait 5 seconds, and then plug it back in. Wait for the lights on the modem to sync up, and then try the Internet again. If the Internet is still not responding, please call our office at 777 or 888-796-4411 for technical support.

What is Website Builder?

Web Builder is a tool that gives you the ability to create a personal or business website from a simple one-page business card to a full-blown shopping cart. No development fees and no programming fees. Just point and click…the best system for those that want a website up quickly and easily. You can choose from 1000's of options for colors, layouts, graphics and more. Add your own logo and the pictures where you wish.

Click Here to Experience Website Builder

What is a static IP address?

Every computer connected to the Internet has an address which is called an Internet Protocol address (IP address). The IP address is formatted in the form of numbers separated by periods, for example: 194.43.65.891. Santel has multiple IP’s so your IP address usually changes every time you make a connection to the Internet. A static IP remains the same every time an Internet connection is made. A customer can request a static IP for a low monthly charge.

How do I change my Password?

You can change your password by logging into the Account Management Center here using your user name and password.

How can I check my dialup account usage?

You can check your dialup usage by logging into the Account Management Center here using your user name and password.

What are Temporary Internet Files and how do I clear them?

The Temporary Internet File folder, or cache, serves as a record of everything that you have done on the web. This includes images, sounds, web pages, and cookies. To clear Temporary Internet Files, or cache, follow these instructions:

Using Internet Explorer: On the top pull-down menus (File, Edit, Tools etc.), Click Tools Then click Internet Options This brings up a box with 6 tabs across the top (General, Security, Content, etc) Click General, and then look for 'Temporary Internet Files' Click Delete Files And then, if it appears, check the box in front of 'Delete all offline content' Then click 'OK'. Click 'OK' again and this should clear all cached pages.

Using Mozilla Firefox: At the top in the pull-down menus (File, Edit, etc.), click Tools, Then click Clear Private Data Check or uncheck the data that you would like to clear.

How do I change the page my browser starts with (my homepage)?

If you are using Internet Explorer, go to Tools, and then Internet Options. Towards the top of the window that pops up, you will see a section labeled 'Homepage'. Enter the address you wish to be your homepage next to the label 'Address'. Click on OK when you are finished. (You may also click on the Use Current button if you’ve accessed this screen from the page you wish to make your new homepage.)

If you are using Mozilla Firefox, click 'Tools', then 'Options'. Click the 'General' icon. At the top it says 'Home Page', change the address to the address you want as your home page and click 'OK'.

What is Web (or Website) Hosting?

The World Wide Web (www) is a massive collection of web sites, hosted on computers called web servers, which are located all over the world. Web servers store your information (or website files), allowing it to be accessed by users on the Internet. Web Hosting is the business of housing and serving files for websites or any content accessible via the web. Santel is a web hosting specialist with dedicated web servers that are online (up and running) greater than 99% of the time. Our web servers are housed in datacenters that have reliable and fast connections to the Internet and also backup power and high security.

Why can't I find the Internet site http://www.example.com?

Typically three things cause this:

1. The address is typed incorrectly in the 'Address' or 'Location' bar.

2. The web site you are going to may be down for maintenance or is no longer in existence. The site may have been moved to a different address or domain. Try going to another web site to make sure that you are actually connected.

3. Check the cabling on the computer and the modem to make sure that they are tightly in place. Then reboot the computer to see if that changes things. If not, then follow the directions below to reset your modem.

How do I reboot my High Speed Internet modem?

If you are unable to browse the Internet and are unable to connect with email, then try rebooting the modem. To do this, follow these five steps:

1. Close all running programs, and shut down your computer.

2. Locate the modem and follow the power cord to the electrical outlet.

3. Unplug the power adapter from the electrical outlet and wait for 15 seconds.

4. Plug the modem's power adapter back into the electrical outlet and wait for five minutes. The lights on the modem may flash in random patterns for a while.

5. When five minutes have passed, turn on the computer and allow it to fully boot. Now try going to various web pages.

6. If rebooting the modem did not help, please contact Santel’s 24 hour technical support for assistance at 1-888-796-4411.

Can I check my email when I travel?

Yes. If you have Internet access, go to www.santel.net and click on the Webmail link. You will be asked to login using your Santel email address and password.

Can I still use Hotmail/Yahoo/Other email addresses?

Yes. We do provide free email with each of our Internet services, but that does not prevent you from using any other email service in addition to or instead of our email.

Can you delete an email for me?

If you are having trouble retrieving your messages from our server, we can delete an email for you. If you prefer, you can login to Santel’s Webmail at www.santel.net and delete the email yourself.

How do I block spam mail?

Santel provides free spam filtering to all Santel email addresses. To access the spam filter, go to www.santel.net and click on the link to Santel Webmail. Once you are logged in, click on Email Filter. You will be able to view and sort all filtered emails. If you wish to have any delivered to your inbox or completely deleted, you will have that option. You can click on My Settings to determine the strength of your filter. You also can enter any specific Allowed or Blocked Senders.

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Does Santel offer an automatic payment plan?

Yes. You can click here to print an authorization form or you can also call our office at 888-978-7777 or 777 to sign up over the phone. The automatic payment plan allows Santel to process your payment through Electronic Funds Transfer from your financial institution. Payments can be processed from your checking or savings account or via credit card. Upon selecting this service, you still receive your regular monthly phone bill indicating the amount to be transferred and your bill will include a reminder that you need not remit payment. The amount due will be transferred from your account anywhere from 1-5 days prior to the due date of your phone bill.

My first phone bill was larger than I expected. Why?

A one–time installation charge appears on your first bill as well as any special wiring or equipment charges for which you should have been advised upon installation. The first bill also includes partial charges for the month during which you were connected and full charges for the current month. Charges for long distance calls are billed in arrears and may start appearing on your first bill.

Can I change the due date of my phone bill?

No. Your payment due date is based on which exchange you reside and cannot be changed. For the exchanges of 883 (Wolsey & Virgil), 928 (Dimock & Parkston) and 935 (Tripp), the bills are sent the 15th of each month and are due the 5th of the following month. For the exchanges of 227 (Ethan), 236 (Mt Vernon), 248 (Letcher & Storla), 495 (Forestburg), 527 (Artesian & Fedora), 796 (Woonsocket), and 849 (Alpena), the bills are sent the 1st of each month and are due the 20th. The due date is printed on each monthly bill.

Where can I pay my phone bill?

Customers may pay online using E-Check or Credit/Debit Card Here. Click on E-Bill and login using your email address and password as established with our billing office. We also accept phone payments or they can be mailed to:

Santel Communications, PO Box 67, Woonsocket, SD 57385.

For your protection, please do not use cash when mailing your payment.

Who's responsible for the repair of my phone service?

Santel manages and maintains the repair of your phone service up to the demarcation point (defined as the place where outside cable meets your inside wiring) plus your Cable TV box(es) and any leased equipment. You are responsible for all inside wires, phone jacks, owned phones, cords, and any other telecommunication devices (such as answering machines) used with your phone line. For your protection, you can subscribe to Wire Maintenance to help cover some of the costs associated with your inside wiring. To report repair concerns or ask about Wire Maintenance, please call our Service Department at 611 or 888-978-7777.

I am on a fixed income. Is there assistance available to help me reduce my phone bill?

Yes. If you are a residential phone account and participate in one or more federal programs such as Medicaid, Food Stamps, Supplemental Security Income, Federal Public Housing Assistance, Low-Income Home Energy Assistance Program, Free School Lunch Program or Temporary Assistance for Needy Families (TANF), you qualify for Lifeline and Link Up credits to help defray some of the costs associated with your phone service. To learn more about the Lifeline and Link Up programs, please click on this link or call our office at 888-978-7777 or 777.

I want to prevent others from running up my phone bill. What are my options?

There are several options available. They include: Inbound collect block, Inbound third-party block, Outbound 900 block and Allow Selective Calling - allows only toll-free outbound calls without a PIN number. Click Here to Learn More About Calling Features

What is the CIF charge on my phone bill?

Some people who have hearing or speech disabilities use a special type of test telephone, called a TTY, to place calls. This fee, which is charged to all customers, covers the cost of providing a “translation” service for calls between TTY users and people using traditional telephones. It also helps to subsidize the cost of specialized telecommunications equipment for people with specific disabilities.

What is the end user charge on my phone bill?

This is a charge on all telephone lines to cover a portion of the cost of the lines between subscribers and the switching office. The Federal Communications Commission (FCC) mandates this charge.

What is the FUSC charge on my phone bill?

The Federal Universal Service Charge (FUSC) is designed to help keep local telephone service affordable for all customers in the United States, including high-cost rural areas. The Federal Communications Commission (FCC) mandates this charge.

I need to dig in my yard but am concerned about hitting my telephone line. Who do I call before I dig?

State law requires that you call South Dakota One Call at 811 before you dig anywhere. They will arrange for the marking of all lines in your yard.

Can Santel prevent the unauthorized change of my selection of long distance companies?

Yes. At your request, Santel can freeze your selection of a long distance company to prevent any unauthorized changes, otherwise known as slamming. With this freeze, Santel will not change your long distance company without your expressed written consent.

Who notifies my former long distance company that I've switched to Santel as my new long distance company?

Once Santel receives your written authorization indicating your selection of a new long distance company, we will notify your former long distance company of this change. We still strongly recommend that you contact your former long distance company to ensure they close your account.

Who notifies my long distance company that I've changed my local phone number?

Once the number has been changed, we will notify your long distance company on your behalf. If you have a special pricing plan with your long distance company, you may want to contact this company directly to ensure your special pricing plan is transferred to your new account.

Will my name and phone number be listed in a telephone directory?

Yes. Unless you request that your phone number be non-published or non-listed, it will appear in the Central Connections directory which Santel publishes in April of each year. In addition, Santel has made published customer names and phone numbers available to other directory publishers.

What are my options for listing my phone number in the telephone directory?

A non-listed phone number means your name and phone number do not appear in the telephone directory, but are available by request from directory assistance. A non-published phone number means your name and phone number do not appear in the directory, nor can they be obtained through directory assistance. You can request an additional listing of a second name for $.75 per month.

Besides basic dial tone, what other services does Santel offer?

Santel offers many calling features including Call Number Delivery, Call Forward, Call Waiting, Three-Way Calling, Speed Calling, Selective Call Acceptance, Selective Call Rejection and Selective Call Forward. Voice Mail, Long Distance, and High Speed Broadband Internet are available to all Santel phone customers. Digital TV service is also available to customers residing in the communities of Alpena, Artesian, Dimock, Ethan, Letcher, Mt Vernon, Parkston, Tripp, Wolsey and Woonsocket.

If I want to upgrade or downgrade my package, is there a service charge?

Normally, no. Please contact our office at 888-978-7777 or 777 to inquire.

I am going on vacation. Does Santel offer vacation rates or a temporary disconnection?

Yes. If you will be vacationing or out of the area for 30 days or more, you may have your local telephone service rate reduced by half during your absence. You also have the option to temporarily disconnect your service during which time you’ll pay nothing. You would be charged a one-time $25 reconnection fee upon returning. Please call our office at 888-978-7777 or 777 for details.

Will Santel bill on behalf of other long distance companies so I can receive one bill for both my local and long distance phone service?

No. Santel does not bill on behalf of other long distance companies. If you selected Santel Long Distance, you will receive one bill for both your local and long distance phone service from the start.

How can I prevent telemarketing calls?

We have a feature called Telemarketer Call Screening to prevent such calls. With this feature, any caller that shows as “unknown caller” or “out of area” on a caller ID unit will get a message that says to “hang up if you are a telemarketer and remove this number from your calling list”. It will also instruct callers to press 1 to continue if they are not telemarketers.

How do I get an email notification for my voice mail messages?

In order to receive an email notification, you must first have your inbox open. When you receive notification of a new voice mail, click on the wave file attached and the message will play. You will have the option to save or delete the message. If you choose to delete the message, it will no longer be accessible on your home phone but a copy will still be available as long as you have your email message. To set up this feature, please contact our office at 777 or 1-888-978-7777.

How do I know if I have a voice mail message on my phone?

When you pick up your home phone, you will hear a stuttered dial tone. You may still make an outgoing call prior to listening to the voice mail. If you phone has a message waiting indicator light, it will blink to alert you to new messages.

If I forward my calls to a long distance number, will I be charged?

Yes, you will be billed your normal long distance rates for any forwarded calls. However, if you have Santel’s Unlimited Long Distance plan, the forwarded calls will be included with that package.

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Troubleshooting Tips:

If you are experiencing technical problems, the following simple checklist may save you time and frustration.

1. Be sure the TV and the Residential Gateway are plugged into a "live" electrical outlet not controlled by a wall switch.

2. Be sure that the TV is on the correct channel. Normal setup would be TV #1 on channel 3 or 4, TV #2 on channel 7, and TV #3 on channel 13.

3. Make sure TV controls (brightness, contrast, and horizontal/vertical hold) are properly adjusted.

4. If the Residential Gateway power has been interrupted for any reason, turn the Residential Gateway on…The front of your Residential Gateway should have several "red" lights at this time. As time progresses these "red" lights will slowly convert to "Green" which means that the service is coming back to your system. You will have to wait for approximately 4-6 minutes for the Residential Gateway to "reset".

5. Once the Residential Gateway has "Reset" itself just follow the message on your television (the message should read "Press the Select button for Programs") and once again you will be ready to enjoy Santel’s Digital TV services.

If you have followed these steps and are still experiencing technical problems, don't hesitate to call our Service Department at 611 or 1-888-978-7777.

What is Digital Video?

Digital video differs from traditional cable television service in the method by which it is delivered. Fiber optic cable and twisted pair copper cable (telephone wire) are used to transport the signals, rather than coaxial cable. Digital technology enables Santel to "compress" its signals, thereby offering many, many more channels than were previously possible with traditional or Analog Cable services. A "Residential Gateway" device then converts the high-speed data for use by the customer's television set. Digital video is often praised for its superior picture quality.

Does it mean I have to purchase a new Digital TV?

No, actually the opposite is true. One of the benefits of a Residential Gateway is that it converts a digital signal to accommodate your current TV. Because of this feature, you will be able to enjoy many more years of service from your current television, without having to go buy an expensive Digital TV.

Do I need to have the wiring replaced in my home?

This will vary from house to house...There are many different variables that will determine if Santel’s newest technology will work over your existing cable lines. There will be some instances where Santel will find it necessary to re-wire your home for a better signal, which will bring you a cleaner, sharper, and more defined picture than what you have viewed in the past!

Do I need a separate Residential Gateway for each outlet or room?

No…A single Residential Gateway will allow you and your family to view three different channels on different TV’s at the same time. The Gateway will also function as the modem for the high-speed broadband internet.

What's the difference between Santel’s Digital TV and these satellite services I hear about?

Plenty! For starters, there is no unsightly dish mounted on your home, no equipment to buy, and normally no contract to sign! Plus, unlike satellite services, you will receive all your local channels without an old-fashioned rooftop antenna. And you will not need additional receivers for your second or third TV’s.

If there’s a problem with the service, whom are you going to call?

With Santel Video, great service is a phone call away. Simply call 611 or 1-888-978-7777 for prompt, courteous service.

I understand that Santel offers music channels on their channel line up. What is this?

Santel’s Premier Video Package includes 37 channels of commercial-free, CD-quality sound on your TV or stereo, anytime...day or night. Each of the 37 channels plays a different type of music, including country, classic rock, hottest hits, Christian, children, oldies and everything in-between.

What equipment do I need?

A Residential Gateway and up to 3 remotes will be provided by Santel. If you need more than 3 remotes, you will need to purchase those yourself. Ask about options for using another Residential Gateway if needed.

Where does that Residential Gateway need to be located?

It can be located wherever works best for you, be it on top of a TV, on a shelf, or somewhere out of sight.

Is the quality of the picture different?

Digital Video means you'll get a picture with crisp, digital clarity accompanied by stereo audio.

Is extra wiring needed at my home?

The TV signal will come in on your existing phone line. If it happens that any other wiring is needed in the house, our technicians can take care of this for you.

Who should I contact about closed captioning issues?

For closed captioning issues, please contact Mike Bamsey, Network/Data Supervisor, PO Box 67, Woonsocket, SD 57385. Phone 605-796-4411 or Email info@santel.net.

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