FAQs 2017-09-25T14:15:10+00:00

Frequently Asked Questions

Looking for additional information on HCTC, business services or home services? Try these frequently asked questions, or contact us.
My Internet is not working… what do I do? 2017-10-02T14:52:56+00:00

Check the status of your modem and router. Check your modem first to see if its power LED is lit. If you are not getting power to your modem and router, check the power source and make sure it is turned on. If you have a power strip, turn it off and on to reset it. Also check your Link or Online LED and any activity LEDs. If there is no power or LED activity, turn the modem and router off and wait several minutes before restarting. Power the modem back on first and wait until it comes back online before powering the router back on. If your router’s power LED is lit, check the Internet or WAN indicator. On most routers, this should be green and may be flashing. If your router doesn’t have status indicators, look to see if the Ethernet port lights are flashing. If there is no activity, turn the router off. Unplug and reconnect each cable, making sure each cable is seated correctly in the appropriate port. Wait a few minutes before rebooting the router. If this doesn’t correct your issue, contact tech support at (888) 638-4282.

My speedtest results don’t reflect the speed I’m paying for… why not? 2017-09-22T10:20:40+00:00

Your speedtest results can vary depending on your computer, router, cabling, firewall and so on. There is also inherent overhead in IP traffic that will result in taking up a small portion of your bandwidth. As long as your speedtest results are within 75-80% of the speed you subscribe to, you are probably achieving the highest speeds you can because of all the equipment between your device and the internet. If you are concerned, you are not achieving the speeds you think you should, you can follow the link below for some ideas on what you can do to improve it. You can also call tech support at (888) 638-4282 to troubleshoot.

Speedtest.net

Do I get a discount with my home owners insurance if I have a monitored system? 2017-09-20T14:18:58+00:00

Yes. Most times your insurance company will provide a discount to you for having a MONITORED security and/or fire system.

Do you install fire alarm systems? 2017-09-20T14:17:26+00:00

Yes. We do wire for and install Residential Fire systems only. We do not install Commercial/Business systems. We have many devices that can be used to create a customized solution for a complete fire system for your home.

Can anybody install a security or CCTV system? 2017-09-20T14:16:50+00:00

No. According to the laws created and enforced by the Texas Department of Public Safety, Private Security Bureau, anyone who installs security, fire, or CCTV devices (for profit) must be licensed to do so with the State of Texas.

What is the first step in getting a security system? 2017-09-20T14:15:32+00:00

The first step is having one of our trained and licensed security technicians come to your home or business, sit down with you, and find out what you want to accomplish with a security system. A customized solution will be created for you and presented at a later date.

What network does the cellular communication use? 2017-09-20T14:15:04+00:00

It can use either AT&T or Verizon, your choice.

Can you remotely view your CCTV system? 2017-09-20T14:14:36+00:00

Yes. You can login to your recording device (either a DVR or NVR) but you will need to do so through an internet connection. There is a minimum speed (6Mbps download and 1Mbps upload) that you must have to ensure that you can view your saved video footage.

Can your security systems be controlled remotely? 2017-09-20T14:14:08+00:00

Yes. Our security systems can be controlled remotely but only through cellular communications not landline.

Can your security systems communicate via cellular? 2017-09-20T14:13:42+00:00

Yes. All of our systems can communicate through cellular modules as well as communicate through traditional landline.

Do you offer wireless security systems? 2017-09-20T14:13:14+00:00

Yes. All of our systems have wireless devices that can be added to them versus the wired sensors.

Do you offer video surveillance camera systems? 2017-09-20T14:12:49+00:00

Yes. We carry and install numerous models of cameras so we can make sure that the solution will accomplish what the client wants and needs.

Do you offer security system packages? 2017-09-20T14:12:30+00:00

No. We do not currently offer security packages. We have found that packages rarely fit the client’s needs and they either end up with too much or not enough of the correct sensors to do the job properly.

Do you offer TV as part of your bundles? 2017-09-20T14:11:58+00:00

No we don’t. We can recommend several TV options that utilize our high-speed Internet service. Contact us for more info at (830) 367-5333.

What happens if I’m dissatisfied with my service? 2017-09-20T14:10:38+00:00

We hope this is not the case but certainly understand. Contact us at (830) 367-5333if you are not happy with us.

What is your early termination fee? 2017-09-20T14:09:41+00:00

The fee will vary depending on how much longer you have remaining on your contract and the circumstances surrounding your reason for disconnecting.

Do you offer contract buy out options? 2017-09-20T14:08:48+00:00

Not really. The best option is to contact a service representative at (830) 367-5333to discuss the options available to you.

How long will it take to get service once I’m signed up with your company? 2017-09-20T14:07:30+00:00

It depends on several factors including if the location has had service with us before. Typical install is scheduled within 5 business days.

Are there data caps, bandwidth caps, or usage caps on the service? 2017-09-20T14:23:17+00:00

HCTC does not cap your service.

Do I need to call my prior service provider and cancel my service? When do I do this? Must I schedule it? 2017-09-20T14:06:09+00:00

The short answer… it depends. If you have a phone number from your current provider that you want to keep, we will need to port the number before you contact the provider to cancel service. If you call them to cancel service prior to the number porting to HCTC, we cannot port the number anymore.

Can I keep my current phone number? 2017-09-20T14:05:30+00:00

In most cases you can keep your current phone number. When you sign up for service with HCTC, we will determine if your phone number is eligible to port to our service. We will initiate the porting process with your current provider so there is nothing you have to do.

Email Setup (Android) 2017-10-01T20:45:41+00:00

Email Setup (iOS) 2017-08-23T11:49:03+00:00

Call Before You Dig 2017-08-01T21:11:50+00:00

Call Before You Dig (It’s the Law!)

Simply dial 8-1-1, or call 1-800-344-8377.

Take advantage of our free cable location service before you begin any excavation or digging project. You’ll prevent possible damage to underground lines and avoid costly repairs. Plus, it’s safer for you and better for the environment. Call at least two working days (48 hours) before you dig – it’s the law. Remember, just dial 8-1-1.

Child Safe Filtering Links 2017-08-01T21:10:13+00:00

HCTC wants you and all members of your family to enjoy our home Internet services as safely as possible. Please use the following links to reach Internet content that’s suitable for the youngest Internet users!

OpenDNS

Qustodio Parental Control Software

Why are the live cameras not working? 2017-07-17T22:25:30+00:00

HCTC offers the live cameras as a service to our communities. Many of the cameras are in remote locations, eco-friendly and running on solar power. No sun, no cameras. To report an outage, please contact us at (830) 367-5333, 1-800-292-5457 or busofc@hctc.coop.

Why is a phone line required when I’m only interested in Internet service? 2017-07-06T20:03:40+00:00

At this time, HCTC is unable to offer stand-alone DSL.

What speed of Internet service do I need? 2017-07-17T22:26:19+00:00

We offer a variety of speeds to fit your household’s needs. Please contact Customer Service at (830) 367-5333 or 800-292-5457 or come into one of our locations and we will help pick the plan that is right for you and your family.

What are capital credits? 2017-06-02T17:48:53+00:00

As a Cooperative, Hill Country Telephone Cooperative, Inc.’s Bylaws provide that telephone service will be provided to members on a nonprofit, service-at-cost basis. If payments in any year exceed the actual operating cost of providing telephone service, the Cooperative must credit the amount in excess of such costs to the patron’s capital credit account(s). Credits are determined annually and are based on patronage to the Cooperative so that each patron will be treated on a fair equitable basis.

When are the bills due? 2016-09-02T11:31:31+00:00

Bills are due on the 16th of each month. If the 16th falls on a weekend/holiday, the bill is due the following business day.

My internet is down; what do I do? 2017-07-17T22:27:05+00:00

Call our 24/7 Tech Support number (888) 638-4282. This will allow us to diagnose the problem and resolve it efficiently.

I received a Patronage Capital Statement in the mail; what is this? 2017-06-02T17:48:53+00:00

Under the nonprofit provisions of the Bylaws for Hill Country Telephone Cooperative, Inc., each member is entitled to a notice of capital credits. This notice is only a statement showing the capital credits earned which have been allocated to your Membership capital account for the year indicated.

Can the due date be changed? 2016-09-02T11:31:49+00:00

No. HCTC has one billing cycle.

How do I go about replacing my modem? 2017-07-17T22:27:57+00:00

You can contact us by phone at (830) 367-5333 or 800-292-5457 or come into one of our locations to go over replacement options.

Can I receive my capital credit allocation now? 2017-07-06T20:06:19+00:00

No. Capital credit allocations are a record of your pro rata share of the margins. Capital credits are reinvested to support the operation and growth of the business. Hill Country Telephone Cooperative, Inc.’s Board of Directors annually reviews the finances of the cooperative and determines whether or not a portion of the previously allocated capital credits can be returned to you. The amount and timing of capital credit retirements is at the sole discretion of the Board of Directors.

Why is my first bill so high? 2016-09-02T11:31:54+00:00

HCTC bills monthly recurring charges for services one month in advance. Therefore, your first bill may include installation/equipment charges, charges for the next full month, as well as, pro-rated charges for services from the date of install up to the date of your first bill.

Can I use my own modem? 2016-09-02T11:34:01+00:00

No. HCTC provides customers the option of a Single port modem or a Modem/Router combination.

What happens to my capital credits when I no longer have service with HCTC? 2016-09-02T11:32:59+00:00

Your allocated capital credits remain on Hill Country Telephone Cooperative Inc.’s books under your name and membership number. Please keep your mailing address current. When the Board of Directors approves the retirement of capital credits, eligible members will receive a check. We may retire capital credits when we receive proper notification a member is deceased.

Does HCTC assess a fee if my payment is late? 2017-11-16T06:41:13+00:00

HCTC does not charge a late fee. However, if payment is not received by the due date, a termination notice is generated and mailed. The notice includes the date payment needs to be in our office in order prevent disconnection of service. Once disconnected, a reconnect fee will apply.

What equipment do I need for a wireless connection? 2016-09-02T11:34:07+00:00

If you are using our standard single port modem, you will need a wireless router. However, if you don’t own a router or you’re ready to upgrade equipment, HCTC has a combination modem/router that offers wireless capabilities. The combination unit allows us to provide you with technical support for both the modem and router when needed.

How do I settle an estate of a deceased member? 2017-07-17T22:28:59+00:00

Contact a customer service representative at (830) 367-5333 or 1-800-292-5457 to request the paperwork required for the release of capital credits to settle an estate. Please note that capital credits paid out to settle an estate are paid at a discounted amount.

How do I pay my bill? 2017-07-17T22:30:11+00:00

HCTC offers a variety of convenient payment methods.

In Person – You may pay your bill in person at one of HCTC Offices or at an authorized HCTC payment location.

By Phone – Call 1-844-244-1503 to pay your bill by phone 24/7 through our automated payment system at no charge. Please follow the prompts and have your HCTC account number available. We accept Visa/MC, Discover credit/debit cards or check. To speak with a customer service representative, call (830) 367-5333 or 1-800-292-5457 Monday through Friday from 8AM to 5 PM.

On Line – Just visit HCTC’s website, www.hctc.net, to pay your bill on-line. Our e-bill system allows you to receive, view and pay your monthly bills with a Visa/MC, Discover credit/debit card or check at no charge. Recurring or single payments can be initiated.

By Mail – Send payment with bill remittance stub to: HCTC P.O. Box 1449 Ingram, TX 78025

My Internet is not working… what do I do? 2017-10-02T14:52:56+00:00

Check the status of your modem and router. Check your modem first to see if its power LED is lit. If you are not getting power to your modem and router, check the power source and make sure it is turned on. If you have a power strip, turn it off and on to reset it. Also check your Link or Online LED and any activity LEDs. If there is no power or LED activity, turn the modem and router off and wait several minutes before restarting. Power the modem back on first and wait until it comes back online before powering the router back on. If your router’s power LED is lit, check the Internet or WAN indicator. On most routers, this should be green and may be flashing. If your router doesn’t have status indicators, look to see if the Ethernet port lights are flashing. If there is no activity, turn the router off. Unplug and reconnect each cable, making sure each cable is seated correctly in the appropriate port. Wait a few minutes before rebooting the router. If this doesn’t correct your issue, contact tech support at (888) 638-4282.

My speedtest results don’t reflect the speed I’m paying for… why not? 2017-09-22T10:20:40+00:00

Your speedtest results can vary depending on your computer, router, cabling, firewall and so on. There is also inherent overhead in IP traffic that will result in taking up a small portion of your bandwidth. As long as your speedtest results are within 75-80% of the speed you subscribe to, you are probably achieving the highest speeds you can because of all the equipment between your device and the internet. If you are concerned, you are not achieving the speeds you think you should, you can follow the link below for some ideas on what you can do to improve it. You can also call tech support at (888) 638-4282 to troubleshoot.

Speedtest.net

Do I get a discount with my home owners insurance if I have a monitored system? 2017-09-20T14:18:58+00:00

Yes. Most times your insurance company will provide a discount to you for having a MONITORED security and/or fire system.

Do you install fire alarm systems? 2017-09-20T14:17:26+00:00

Yes. We do wire for and install Residential Fire systems only. We do not install Commercial/Business systems. We have many devices that can be used to create a customized solution for a complete fire system for your home.

Can anybody install a security or CCTV system? 2017-09-20T14:16:50+00:00

No. According to the laws created and enforced by the Texas Department of Public Safety, Private Security Bureau, anyone who installs security, fire, or CCTV devices (for profit) must be licensed to do so with the State of Texas.

What is the first step in getting a security system? 2017-09-20T14:15:32+00:00

The first step is having one of our trained and licensed security technicians come to your home or business, sit down with you, and find out what you want to accomplish with a security system. A customized solution will be created for you and presented at a later date.

What network does the cellular communication use? 2017-09-20T14:15:04+00:00

It can use either AT&T or Verizon, your choice.

Can you remotely view your CCTV system? 2017-09-20T14:14:36+00:00

Yes. You can login to your recording device (either a DVR or NVR) but you will need to do so through an internet connection. There is a minimum speed (6Mbps download and 1Mbps upload) that you must have to ensure that you can view your saved video footage.

Can your security systems be controlled remotely? 2017-09-20T14:14:08+00:00

Yes. Our security systems can be controlled remotely but only through cellular communications not landline.

Can your security systems communicate via cellular? 2017-09-20T14:13:42+00:00

Yes. All of our systems can communicate through cellular modules as well as communicate through traditional landline.

Do you offer wireless security systems? 2017-09-20T14:13:14+00:00

Yes. All of our systems have wireless devices that can be added to them versus the wired sensors.

Do you offer video surveillance camera systems? 2017-09-20T14:12:49+00:00

Yes. We carry and install numerous models of cameras so we can make sure that the solution will accomplish what the client wants and needs.

Do you offer security system packages? 2017-09-20T14:12:30+00:00

No. We do not currently offer security packages. We have found that packages rarely fit the client’s needs and they either end up with too much or not enough of the correct sensors to do the job properly.

Do you offer TV as part of your bundles? 2017-09-20T14:11:58+00:00

No we don’t. We can recommend several TV options that utilize our high-speed Internet service. Contact us for more info at (830) 367-5333.

What happens if I’m dissatisfied with my service? 2017-09-20T14:10:38+00:00

We hope this is not the case but certainly understand. Contact us at (830) 367-5333if you are not happy with us.

What is your early termination fee? 2017-09-20T14:09:41+00:00

The fee will vary depending on how much longer you have remaining on your contract and the circumstances surrounding your reason for disconnecting.

Do you offer contract buy out options? 2017-09-20T14:08:48+00:00

Not really. The best option is to contact a service representative at (830) 367-5333to discuss the options available to you.

How long will it take to get service once I’m signed up with your company? 2017-09-20T14:07:30+00:00

It depends on several factors including if the location has had service with us before. Typical install is scheduled within 5 business days.

Are there data caps, bandwidth caps, or usage caps on the service? 2017-09-20T14:23:17+00:00

HCTC does not cap your service.

Do I need to call my prior service provider and cancel my service? When do I do this? Must I schedule it? 2017-09-20T14:06:09+00:00

The short answer… it depends. If you have a phone number from your current provider that you want to keep, we will need to port the number before you contact the provider to cancel service. If you call them to cancel service prior to the number porting to HCTC, we cannot port the number anymore.

Can I keep my current phone number? 2017-09-20T14:05:30+00:00

In most cases you can keep your current phone number. When you sign up for service with HCTC, we will determine if your phone number is eligible to port to our service. We will initiate the porting process with your current provider so there is nothing you have to do.

Email Setup (Android) 2017-10-01T20:45:41+00:00

Email Setup (iOS) 2017-08-23T11:49:03+00:00

Call Before You Dig 2017-08-01T21:11:50+00:00

Call Before You Dig (It’s the Law!)

Simply dial 8-1-1, or call 1-800-344-8377.

Take advantage of our free cable location service before you begin any excavation or digging project. You’ll prevent possible damage to underground lines and avoid costly repairs. Plus, it’s safer for you and better for the environment. Call at least two working days (48 hours) before you dig – it’s the law. Remember, just dial 8-1-1.

Child Safe Filtering Links 2017-08-01T21:10:13+00:00

HCTC wants you and all members of your family to enjoy our home Internet services as safely as possible. Please use the following links to reach Internet content that’s suitable for the youngest Internet users!

OpenDNS

Qustodio Parental Control Software

Why are the live cameras not working? 2017-07-17T22:25:30+00:00

HCTC offers the live cameras as a service to our communities. Many of the cameras are in remote locations, eco-friendly and running on solar power. No sun, no cameras. To report an outage, please contact us at (830) 367-5333, 1-800-292-5457 or busofc@hctc.coop.

Why is a phone line required when I’m only interested in Internet service? 2017-07-06T20:03:40+00:00

At this time, HCTC is unable to offer stand-alone DSL.

What speed of Internet service do I need? 2017-07-17T22:26:19+00:00

We offer a variety of speeds to fit your household’s needs. Please contact Customer Service at (830) 367-5333 or 800-292-5457 or come into one of our locations and we will help pick the plan that is right for you and your family.

What are capital credits? 2017-06-02T17:48:53+00:00

As a Cooperative, Hill Country Telephone Cooperative, Inc.’s Bylaws provide that telephone service will be provided to members on a nonprofit, service-at-cost basis. If payments in any year exceed the actual operating cost of providing telephone service, the Cooperative must credit the amount in excess of such costs to the patron’s capital credit account(s). Credits are determined annually and are based on patronage to the Cooperative so that each patron will be treated on a fair equitable basis.

When are the bills due? 2016-09-02T11:31:31+00:00

Bills are due on the 16th of each month. If the 16th falls on a weekend/holiday, the bill is due the following business day.

My internet is down; what do I do? 2017-07-17T22:27:05+00:00

Call our 24/7 Tech Support number (888) 638-4282. This will allow us to diagnose the problem and resolve it efficiently.

I received a Patronage Capital Statement in the mail; what is this? 2017-06-02T17:48:53+00:00

Under the nonprofit provisions of the Bylaws for Hill Country Telephone Cooperative, Inc., each member is entitled to a notice of capital credits. This notice is only a statement showing the capital credits earned which have been allocated to your Membership capital account for the year indicated.

Can the due date be changed? 2016-09-02T11:31:49+00:00

No. HCTC has one billing cycle.

How do I go about replacing my modem? 2017-07-17T22:27:57+00:00

You can contact us by phone at (830) 367-5333 or 800-292-5457 or come into one of our locations to go over replacement options.

Can I receive my capital credit allocation now? 2017-07-06T20:06:19+00:00

No. Capital credit allocations are a record of your pro rata share of the margins. Capital credits are reinvested to support the operation and growth of the business. Hill Country Telephone Cooperative, Inc.’s Board of Directors annually reviews the finances of the cooperative and determines whether or not a portion of the previously allocated capital credits can be returned to you. The amount and timing of capital credit retirements is at the sole discretion of the Board of Directors.

Why is my first bill so high? 2016-09-02T11:31:54+00:00

HCTC bills monthly recurring charges for services one month in advance. Therefore, your first bill may include installation/equipment charges, charges for the next full month, as well as, pro-rated charges for services from the date of install up to the date of your first bill.

Can I use my own modem? 2016-09-02T11:34:01+00:00

No. HCTC provides customers the option of a Single port modem or a Modem/Router combination.

What happens to my capital credits when I no longer have service with HCTC? 2016-09-02T11:32:59+00:00

Your allocated capital credits remain on Hill Country Telephone Cooperative Inc.’s books under your name and membership number. Please keep your mailing address current. When the Board of Directors approves the retirement of capital credits, eligible members will receive a check. We may retire capital credits when we receive proper notification a member is deceased.

Does HCTC assess a fee if my payment is late? 2017-11-16T06:41:13+00:00

HCTC does not charge a late fee. However, if payment is not received by the due date, a termination notice is generated and mailed. The notice includes the date payment needs to be in our office in order prevent disconnection of service. Once disconnected, a reconnect fee will apply.

What equipment do I need for a wireless connection? 2016-09-02T11:34:07+00:00

If you are using our standard single port modem, you will need a wireless router. However, if you don’t own a router or you’re ready to upgrade equipment, HCTC has a combination modem/router that offers wireless capabilities. The combination unit allows us to provide you with technical support for both the modem and router when needed.

How do I settle an estate of a deceased member? 2017-07-17T22:28:59+00:00

Contact a customer service representative at (830) 367-5333 or 1-800-292-5457 to request the paperwork required for the release of capital credits to settle an estate. Please note that capital credits paid out to settle an estate are paid at a discounted amount.

How do I pay my bill? 2017-07-17T22:30:11+00:00

HCTC offers a variety of convenient payment methods.

In Person – You may pay your bill in person at one of HCTC Offices or at an authorized HCTC payment location.

By Phone – Call 1-844-244-1503 to pay your bill by phone 24/7 through our automated payment system at no charge. Please follow the prompts and have your HCTC account number available. We accept Visa/MC, Discover credit/debit cards or check. To speak with a customer service representative, call (830) 367-5333 or 1-800-292-5457 Monday through Friday from 8AM to 5 PM.

On Line – Just visit HCTC’s website, www.hctc.net, to pay your bill on-line. Our e-bill system allows you to receive, view and pay your monthly bills with a Visa/MC, Discover credit/debit card or check at no charge. Recurring or single payments can be initiated.

By Mail – Send payment with bill remittance stub to: HCTC P.O. Box 1449 Ingram, TX 78025