Frequently Asked Questions

Fiber

Why fiber?

Because fiber cables are buried underground and run directly to your home or business, our fiber network is much more reliable than services that offer cable or satellite connections. Some providers will claim to provide fiber internet, then connect your home to a fiber network using outdated and unreliable copper wires.

Not to mention the local, friendly customer support you can expect from NCTC.

Why is fiber better than copper?

Fiber optic cables transmit data through pulses of light and at the speed of light. While copper wire technically transfers information that fast, it suffers from speed loss over long distances — something you never have to worry about with fiber. The speed you pay for is the speed you get, for both uploads and downloads.

How is the NCTC fiber service installed?

Building fiber is a complicated process but one that’s already proven its worth. Infrastructure cables are buried in underground ducts. Central connection points, sometimes called pedestals, are constructed in each neighborhood. Homes are connected to pedestals, either through aerial or underground cables, via a fiber interface box installed on each home with as little drilling as possible. In the event that drilling is required, our technicians will first get the consent of the homeowner. Throughout the entire process, we want homeowners to understand what we’re doing and why we’re doing it.

New Service

Billing

When are bills due?

Either the first or the 15th of each month, depending on where you live. This information is available on your billing statement or by accessing your account online.

If your statement shows your bill is due on the first then your bill includes charges from the 10th of the current month through the ninth of the next month. You should receive your bill around the 10th of each month.

If your statement shows your bill is due on the 15th, then your bill includes charges from the 24th of the current month through the 23rd of the next month. You should receive your bill around the 24th of each month.

Your First NCTC Bill

Why is my first bill more than I was quoted?

Depending on where your installation date falls within the billing cycle, your first bill may include service for more than one full month. After your first bill, you will only be charged what you were quoted, unless you make changes to your account.

How can I pay my bill?

NCTC offers several ways to pay, so you can choose the one that’s most convenient for you!

  • In person at our offices or at the drop box
  • Online
  • By phone, if you have a credit card on file, at (615) 666-2151
  • Enroll in AutoPay.
  • By mail — Send your payment to one of the following addresses:

Lafayette
872 Highway 52 Bypass E.
P.O. Box 70
Lafayette, TN 37083
(615) 666-2151

Westmoreland
5620 Austin Peay Highway
Westmoreland, TN 37186
(615) 644-6282

Scottsville
1630 Bowling Green Road
P.O. Box 96
Scottsville, KY 42164
(270) 622-7500

How do I set up online bill pay?

To register your account online, you will need your latest NCTC bill and the amount due.

To register your account for the first time, click here.

If you’ve already registered your account with our system, click here to pay your bill.

The initial LOGIN page will look like this:

Screenshot showing the Login page on the NCTC online billing portal

Screenshot showing the Register By Invoice page on the NCTC online billing portal

You can click the “What’s This?” link to help identify where you can find the Invoice Number and Amount Due on your bill:

Screenshot showing the Remittance Information page on the NCTC online billing portal

Enter the Invoice Number found on your NCTC bill, and then enter the amount due found on your NCTC bill, as well.

Click “I’m not a robot,” then click to continue.

On the next screen you will enter your email address and be able to create and confirm a password.

Select a security question and enter the answer to the question you selected.

You'll see the following screen:

Screenshot showing the Account Created page on the NCTC online billing portal

Once this is done, an email will be sent to the address entered above. This email should arrive within a few minutes and will contain a link that you need to click on to confirm your email address and complete your registration.

Once you click the link, you will be brought to a webpage that looks like this:

Screenshot showing the Confirm Registration page on the NCTC online billing portal

Screenshot showing the Welcome to eBill page on the NCTC online billing portal

Click “Confirm.”

Once you click that, your email will be confirmed, and you will see a page that looks like this:

Screenshot showing the Email Verification page on the NCTC online billing portal

At this point, your registration is complete, and you will be able to log in, view your bill and make a payment.

Can I change my billing cycle?

NCTC only has two billing due dates: The first and the 15th of each month. However, you can change from one to the other by contacting our customer service team at 615-666-2151

Please note: No matter which billing cycle you are on, there is a five-day grace period after the due date before a late fee is applied.

Internet

How do I speed up my devices?

NCTC recommends connecting appropriate devices — such as PCs and gaming consoles — directly to your router. For wireless devices, note that most routers automatically optimize based on where you are in your home in relation to your signal source.

Sometimes, things in your home like microwaves and cordless phones, can interfere with your Wi-Fi. Even your house's structure, furniture and certain materials can affect the signal. So, where you put your router matters. Sitting the router inside a closet or cabinet, putting something around it or even hiding the device behind a TV can negatively impact signal strength and reliability. If you’re having trouble with your Wi-Fi signal, we first suggest changing the router's location.

If you’re still having trouble, our support team is available 24/7 by calling 270-622-2056.

How many devices can I connect?

With the latest and greatest Wi-Fi 6 Blast router, you can connect more than 250 devices to your home network. Pair that with our unbeatable fiber technology, and you’ll forget the meaning of the word buffering.

Learn more about the Blast on our Wi-Fi page.

Why the Wi-Fi 6 Blast router?

The NCTC Blast router provides certified Wi-Fi 6 (802.11ax) technology to eliminate dead spots and give you a faster speed than ever before, along with more security and less signal interference.

With the Wi-Fi 6 Blast router, you’ll notice an improved battery life on your devices. Why is that? The Blast router can tell when your device is in standby mode, so it stops feeding a signal when not in use to prevent unnecessary battery drain.

If you’re a tech fan like we are, you’ll love that the NCTC Blast incorporates 6×6 streams of Wi-Fi delivery (2×2@ 2.4 GHz and 4×4 @ 5Ghz). It also has a multiuser multiple-input and multiple output, also known as MU-MIMO, and beamforming. If you’re wondering if we just did an algebra equation, we’ll put it in simpler terms. It provides unbeatable signal strength within your home. Do you have a home full of devices? This router is for you, as it can connect over 250 devices without affecting your network. In other words, we’re confident this router will get the job done for you.

Click here for more information.

What is the NCTC Wi-Fi Extender?

Our Wi-Fi extenders help eliminate interference from sources you might not expect, like microwaves, cordless phones and Bluetooth speakers. Additionally, they can provide an extra boost in larger homes or buildings with concrete walls.

Please note: The Wi-Fi Extender is available only to customers who use the NCTC Wi-Fi 6 Blast router. We cannot support devices we don't provide.

What is the NCTC WiFi app?

NCTC WiFi is a free mobile app that gives you everything you need to take control of your network with ease. See connected devices, access basic parental controls, create guest networks, and more, all right from your phone!

What are symmetrical internet speeds?

Symmetrical speeds refers to your network’s upload and download speeds. Many providers, including NCTC’s competitors, claim to provide high speeds, but if you read the fine print you’ll learn those speeds are not symmetrical. They may have a download speed of 100 Mbps but only 15 Mbps of upload speed. You never have to worry about that with fiber from NCTC.

Television

How do I set up a Roku Stick?

1. Unbox the Roku Stick:

Open the box and take out the Roku Stick, remote control, power adapter and any other included accessories.

2. Connect the Roku Stick to your TV:

Plug the Roku Stick into an available HDMI port on your TV. If your TV has multiple HDMI ports, take note of the port number you used.

3. Power the Roku Stick:

Use the provided USB power cable and connect one end to the Roku Stick and the other end to either the USB port on your TV or the included power adapter. If you're using the power adapter, plug it into a power outlet.

4. Turn on your TV:

Use your TV remote to turn on the television.

5. Select the correct HDMI input:

Use the input or source button on your TV remote to select the HDMI input to which the Roku Stick is connected.

6. Set up the Roku remote:

Insert the included batteries into the Roku remote.

7. Pair the remote with the Roku Stick:

The Roku Stick should automatically pair with the remote. If it doesn't, press and hold the pairing button located inside the remote's battery compartment until the pairing light on the remote begins to flash.

8. Choose the display type:

Follow the on-screen instructions to select your display type (HD or 4K) and confirm the best resolution for your TV.

9. Connect to the internet:

Select your Wi-Fi network from the list of available networks. Enter your Wi-Fi password if prompted.

10. Update the Roku software:

The Roku Stick will automatically check for and install any available software updates.

11. Sign in or create a Roku account:

If you already have a Roku account, sign in using your credentials. If not, follow the on-screen instructions to create a new account.

12. Link your Roku device:

Follow the instructions to link your Roku Stick to your Roku account. This step is necessary for activating your device.

13. Add channels:

Browse the Roku Channel Store and add your favorite channels. Channels are apps that provide content on Roku.

14. Complete the setup:

Once everything is set up, you should see the Roku home screen. Your Roku Stick is now ready to use.

How do I set up an Amazon Fire Stick?

Unbox and connect hardware

  1. Unbox your Amazon Fire Stick and make sure you have all the necessary components: Fire Stick, remote control, power adapter and HDMI extender.
  2. Plug the Fire Stick into an available HDMI port on your TV.
  3. Connect the included USB power cable to the Fire Stick and plug the other end into the power adapter.
  4. Plug the power adapter into a power outlet using the provided power cable.

Turn on your TV:

  1. Power on your TV and select the HDMI input to which the Fire Stick is connected.

Pair the Remote:

  1. The Fire Stick remote should automatically pair with the Fire Stick, but if it doesn't, press and hold
    the Home button for about 10 seconds until the light on the remote starts flashing. This indicates it's
    in pairing mode, and it should connect to the Fire Stick.

Select Language and Connect to Wi-Fi:

  1. Follow the on-screen instructions to select your preferred language.
  2. Connect the Fire Stick to your Wi-Fi network by entering your Wi-Fi credentials.

Sign in with your Amazon Account:

  1. If you already have an Amazon account, sign in with your email and password. If not, create a new
    account.

Install Streaming Apps:

  1. Once the setup is complete, you can start installing streaming apps. Navigate to the Apps section
    on the Fire Stick home screen.
  2. Browse or search for the apps you want, for example Netflix, Hulu or Prime Video, and install them.
How do I program my TV remote?

Programming Entone (Nova) remote control to television:

Step 1—Turn on your device.
Step 2—On the remote control, press the corresponding Device Control key (TV/STB/DVD/AUX) to
choose the device mode.
Step 3—Press and hold SETUP key until the LED blinks twice.
Step 4—Press number keys 991.
Step 5—Press Power key.
Step 6—Press CH+ key repeatedly until your device turns off.
Step 7—Press and hold SETUP key until LED blinks twice to save the working code.
For detailed manufacturer’s instructions, click here: Entone Nova Manufacturer's Instructions (PDF)

Programming Entone v4.x (black, peanut-shaped) remote control to television:

Step 1 —Power on the device. On the remote control, press and hold TV for five seconds. Once the
button illuminates, release.
Step 2 —Press POWER once, and aim your new remote at the TV.
Step 3 —Press either CHANNEL UP or CHANNEL DOWN to perform a device autoscan.
Step 4 —In this search mode, the remote control will send IR codes from the library in five-second
intervals. The TV key will be on and blink every five seconds while in the TV scan mode.
Step 5 —If the TV turns off, a working code has been found. Press OK once to lock in the code. The
selected mode key will blink twice.
Step 6 —If all code sets of that device are exhausted in the search and OK is not pressed, the TV key
will quickly blink seven times and the search mode will be terminated.
Step 7 —For more detailed instructions, click here: Entone v4.x Remote Control Instructions (PDF)
For complete manufacturer’s instructions, click here: Entone Universal Remote Control 4 User's Guide (PDF)

Programming Entone v3.x (silver, bar-shaped) remote control to television:

Step 1 —Power on the device. On the remote control, press the TV key once. Then press and hold
SETUP until the device key blinks twice, then release SETUP.
Step 2 —Press POWER once, and aim your new remote at the TV.
Step 3 —Press either CHANNEL UP or CHANNEL DOWN to perform a device autoscan.
Step 4 —In this search mode, the remote control will send IR codes from the library in five-second
intervals. The device key will be on and blink every five seconds while in scan mode.
Step 5 —If the device turns off, a working code has been found. Press OK once to lock in the code.
The selected mode key will blink twice.
Step 6 —If all code sets of that device are exhausted in the search and OK is not pressed, the
selected device key will quickly blink seven times, and the search mode will be terminated.
Step 7 —For detailed manufacturer’s instructions, click here: Hydra Remote Control Instructions (PDF)

 

How do I get closed-captioning off my TV?

Press the LANG or CC button on your remote. This toggles several different options. Keep pressing
until you arrive at your desired CC option, including languages or to turn it off completely.

Telephone

I hear static on my phone line!

Static on the phone line can be caused by a bad phone. To check, follow these steps:

  1. Unplug all phones from the wall jacks.
  2. Plug in one phone at a time to see if static is present.
  3. If static is not present, continue reconnecting phones until static has returned and therefore identifying the bad phone.
  4. If static is still present after testing each phone, please contact NCTC Technical Support at (615) 666-2151.
How do long-distance rates work?

Long-distance rates are often based upon distance, whether or not the call crosses a state line or LATA (Local Access Transport Area) boundary. But, they are also based on paying the networks who carry the call for the use of their network. As a service to our customers, we provide local calling to all of our customers to anywhere within the North Central Telephone service area, even when crossing the state line of KY and TN. However, if the person you are calling, no matter how close they may seem in distance, is using another network, North Central has to pay for the use of that network in order to connect your call. That charge is passed onto you on your North Central bill as payment for the services provided.

Why is telephone service the central point to all of NCTC’s service offerings?

A phone line is very valuable in any household or business, regardless of cell phone usage or other methods of communication. It is important for emergency situations, because it is the most reliable method of voice communication, and because it is the most accurate when identifying your location in the event of an emergency 911 call.

Beyond that, North Central is bound by tariffs and regulations to provide telephone service. These restrictions actually make it more cost-effective to provide telephone service with High-Speed Internet and IPTV service.

How does my caller ID on the TV work?

Caller ID on your TV automatically shows the name and number of the person calling you on your TV screen when a call comes in. It stays on the screen for a few seconds, then automatically disappears.

You can view your last 25 calls on the screen caller ID log by pushing the Phone button on the silver remote control or the yellow button on the black remote control.

When you’re away from the TV, and the TV is off, your calls are still captured in the caller ID log, as long as the STB is still powered on.

To add caller ID service, call either of NCTC’s business offices.

How does the voicemail with call forwarding work?
  1. Press *92 and listen for two beeps.
  2. Enter the number of rings you want before the call is forwarded.
  3. Enter the appropriate voicemail access number (see page 8 in the phone book).
  4. Wait for a confirmation message.
  5. To deactivate, press *93.
How do I access my voicemail?

Download the full Voicemail How-To Guide (PDF)

From the phone subscribed to the service:

  1. Enter the appropriate Voicemail Access Number.
  2. If prompted, enter your password and press the # sign.
  3. From a different phone:
  4. Enter the appropriate Voicemail Access Number.
    Tennessee: (615) 666-1000
    Kentucky: 622-1000
  5. Enter your 10-digit mailbox number.
  6. Enter your password and then press the # sign.
How do I retrieve my voicemail messages?

Download the full Voicemail How-To Guide (PDF).

  1. Access your voicemail.
  2. Your first new message may play immediately. If not, press 1 to listen to your messages. You will hear the announcement, “You have xx new messages and xx saved messages.”
  3. Press 1 to listen to new messages.
  4. Press 2 to listen to saved messages.

When retrieving messages, you can:

Press 1 to play the message again.
Press 2 to save the message and play the next.
Press 3 to delete the message and play the next.
Press 4 to save the message as new.
Press 5 to reply to the message.
Press 6 to forward the message to another mailbox.
Press 7 to skip backward in the message.
Press 8 to pause the message.
Press 9 to skip forward in the message.

How do I access a voicemail through my email?

Download the full Voicemail How-To Guide (PDF).

  1. Check your email as you normally would.
  2. When you get a voicemail message, you will receive an email from NCTC delivered right to your inbox. The message will have an attachment.
  3. Open the attachment, and your media player will play the message.
  4. If desired, save the attachment on your PC.
  5. Follow the links in the message to save or delete the message from the voicemail system.