FREQUENTLY ASKED QUESTIONS

 

PRICING AND BILLING

Are there any package discounts?

We try to keep our prices as competitive as possible. Because we are offering our services at the lowest prices, we do not offer any package discounts. Don't worry, though. We promise we are still providing you the best service at the best price around!

Do you offer draft?

Yes. For your convenience and ours, we do offer Draft by Debit/Credit Card or by check. The set-up process is simple and the charge will be drafted from your account on the 10th of every month. If you are not already enrolled in our automatic draft and would like to take part in this program, please be sure to contact us and we will be happy to get you all set up!

Is online payment available?

Online payment is not currently available, but we hope to offer this service in the near future. 

Can you choose just one service or do you have to take all 3?

No household or business is alike and your cable and phone needs are no different. You may pick and choose which services you would like to subscribe to to fit your budget and personal preference.   
 

Are there any hidden fees?

What you see is what you get. We do not have any hidden fees. There are additional fees that you may see up front, but they are never hidden. For example: With our cable service you will need a box with every television and with our internet you will need a modem. Upon initial consultation, we can give you a price quote for these items up front. 

What are your internet speeds & prices?

For an in-depth look at our internet speeds and pricing, please visit http://www.nfinitylink.com/Residential/Internet 

Do you offer Senior Citizens or Military Discounts?

At this time, we do not offer any type of discounts.    

Is there a fee to transfer services if you move?

There may be a charge to transfer services based on where you will be relocating. There could be an installation fee if your new residence has never been set up for service or if we have to run new lines. 

Do you have to pay up front for service?

Yes. We do require you to pay your first month of service in advance before we will schedule the installation. 

How much is the installation fee?

Our installation fee is $50, but we do have ways to get free installation. 

How long does installation take?

The typical installation takes around 2 hours.  

What does Wire Maintenance cover?

Wire Maintenance covers both the cable/phone wires inside and outside the house.  If anything happens we will repair or replace at no charge to you. If you don’t have Wire Maintenance, it is your responsibility if something happens to the wires after installation. Without Wire Maintenance and accidental cut line or surge damage would not be covered. It's always in your best interest to purchase our Wire Maintenance Package.

When is the bill due and is there a late fee?

The Bill is due by the 10th of every month. Every customer is allowed a one-time grace period on their first late payment. After that, should you miss your payment, there will be a $10 late fee charged.

Is there a grace period?

We could all use a little grace in our lives. On accounts that have never been behind, we allow a 10-day grace period until the 20th. 

What types of payments do you offer? 

We offer Draft, pay over the phone with debit or credit card, cash and check.  We take all types of major credit cards: Visa, Mastercard, Discover, American Express 

Is there a cost for a replacement remote?

There is a $25 fee to replace the remote if it is damaged.  

Do you have to have a cable box for every TV?

Yes. 

Can I use my own personal modem?

No. We do no guarantee speeds if you have your own modem. Modems will not work on our network if they are not NfinityLink modems.

Is there a contract?

There are NO CONTRACTS on residential service. 

CHANNEL OFFERINGS

What channels do you offer?

We offer different channel packages for you to choose from. For a detailed list, please visit http://www.nfinitylink.com/Residential/Television 

Will there be new channels added?

We do add new channels.  If there is a channel you would like, please contact us and we will check to see if we can accommodate your request. 

Do you offer NFL Network?

Yes. 

Do you offer On-The-Go TV?

We do not offer On-The-Go TV at this time. 

Do you offer Pay-Per-View?

Sorry, but we do not offer Pay-Per-View at this time. 

How many shows can be recorded at one time?

Six can be recorded at one time. 

PHONE SERVICES

What is included with the Phone Package?

To view detailed information about our phone packages, please visit http://www.nfinitylink.com/Residential/Telephone.

How much is Voicemail?

Voicemail is only an additional $5.00 per month.  

TROUBLE SHOOTING & SET UP INSTRUCTIONS

My cable won’t play? (steps to check before calling) 

  • Check your input and make sure it is on Cable 
  • Check your remote and make sure the STB button is lighting up when you press the ok button 

 How to program a remote. 

  • Press and hold SETUP until LED light blinks twice.
  • Press a mode key (TV, STB, DVD, AUX)
  • Press and hold OK key.
  • Release Key when they device turns off

 My internet won’t load. (Steps to check before calling)

  • Unplug the Modem and plug it back in
  • Hook the computer straight into the modem to see if you get internet