Support

Below are some of our recently added FAQ's. To narrow your results, please select one of the FAQ categories to the right.

How do I setup my Android email?

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How do I setup my iPhone email?

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How do I setup my Mac Mail?

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How do I setup my Outlook email?

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How do I setup my Windows Live email?

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Authentication problems with my Wi-Fi

Make sure you are entering the in the correct password.

I’m getting buffering while watching online videos

Please check you have adequate bandwidth for the stream you are trying to watch using http://speedtest.hbci.com/ .

Can’t connect using video game console

Setup port forwarding in router per the console manufacture’s recommendations. Please check manual for reference.

I can’t connect to my wifi

Unplug power cord from router for 30 seconds and plug back in. If that doesn't work for your mobile device go into settings, Wi-Fi, and reconnect to your network name.

My Internet is not working

Unplug power cord from router for 30 seconds and plug back in

How secure is FileHopper for mobile?

Your data is secured using proven, government-standard 128-bit SSL encryption. This is the same level of protection used by banks and financial institutions around the world.

What does it mean if I mark a file as a Favorite in FileHopper on my mobile device?

When you mark a file as a Favorite in FileHopper, the file is added to your Favorites for easy access and viewing, like a bookmark. Pick your favorite or most used photos and files and add them to the Favorites tab. All favorites are available for offline viewing.

How can I upload or add files to my FileHopper for mobile?

You can upload or add files to your FileHopper through both the mobile application and the desktop companion. To upload or add files from your mobile application, go to the Uploads link at the top of your app and choose either "Upload photos" to add any photos from your phone, or upload other file types using the "Other files" button. Choose the photos or files you'd like to upload and press the "Upload" button. It's that easy! To upload or add files from your desktop companion, drag and drop any photos or files into your FileHopper folder on your desktop and watch as they seamlessly upload and sync to your mobile device(s).

What kind of help can I get?

SecurityCoverage offers full, 24/7/365 support for all your mobile and desktop needs. Call one of our knowledgeable technicians, chat in, or use one of a variety of online resources that are available (FAQs, User's Guide, Support Forum).

How do I remove a computer, phone or tablet from my account?

Sign in to the FileHopper MyPortal web site: http://myportal.securitycoverage.com. On the Account Status screen, locate the device you would like to remove and press the Remove Device button. In the pop-up window, confirm that you want to remove the device by pressing the OK button. Note: FileHopper will no longer function on the removed device unless you reinstall it.

How do I sync files between my mobile and desktop accounts?

To sync your mobile to your desktop, you can install the free desktop companion with the same e-mail/password and your accounts will be synced.

Why aren't my devices syncing?

To make sure your files are syncing correctly, please check to see if your computers are connected to the Internet and are linked to same FileHopper account. Once your computers and devices are in sync and you find that a file isn't appearing as expected on a specific operating system, the file may have an issue that prevents FileHopper from syncing the file to that particular operating system. If you continue to experience syncing issues, you can contact our support technicians 24/7/365 at 877-373-3320

How do I install the FileHopper Desktop Companion?

The FileHopper Desktop Client can be downloaded here: http://products.securitycoverage.com/download/filehopper. Once the FileHopper Desktop Client is downloaded to your computer, click on the FileHopper.exe file to begin installing the client. Note: It is recommended that you close all other open applications before installing FileHopper Desktop Client. To begin the installation, follow the easy steps in the setup wizard. On the Online Registration Screen, enter the e-mail address and password you used when you registered FileHopper on your mobile device.

How much space does my FileHopper for mobile have and can I get additional space?

When you first install FileHopper, you have 2GB of space available. FileHopper allows you to upgrade to 5GB, 10GB, 50GB and 250GB of space. To upgrade, navigate to the "Upgrade" tab in the console or to the upgrade section of the settings in your app and choose one of the upgrade options. You will be taken to a checkout page where you can purchase your additional quota.

How do I uninstall FileHopper?

FROM YOUR MOBILE DEVICE: Go to the Settings icon and select Applications. Next, click on Manage. A list of installed applications will appear. Select FileHopper and press Uninstall. Please note this process may vary depending on your device; please refer to your device’s user documentation if necessary. FROM YOUR COMPUTER: To remove FileHopper from your computer, follow the instructions for your computer’s operating system. Windows XP: http://support.microsoft.com/kb/307895. Windows 7 and Vista: http://windows.microsoft.com/en-us/windows-vista/Uninstall-or-change-a-program. Mac: Move the FileHopper application to the trash bin.

How do I resolve email troubles?

If you are experiencing email issues make sure you’re security software is up to date, run your security software, which should include both antivirus and spam protection. You can also download and run these free tools to help combat virus and spam problems ( THESE FREE TOOLS ARE NOT INTENDED TO REPLACE YOUR SUBSCRIBED SECURITY SOFTWARE PACKAGE).

Ad-Aware

SpyBot

Stinger

Where does your investment in renewable energy go?

Every dollar you invest in renewable energy is used to foster the growth of renewable resources. Most of it is allocated to the development of renewable resources, such as additional solar and wind energy projects. The rest is used to build support for renewable energy among customers like you, as well as businesses and organizations in your community. Broad support for renewable technologies across our communities and our nation will add up to greater demand, which, in turn will increase the investment made in renewable energy.

Why does renewable energy cost more?

Although many renewable resources such as wind, sunlight and moving water are free, the technologies for capturing this energy are still more expensive than traditional power plants. By choosing renewable energy, you help lower these energy resource costs and increase the amount of electricity generated from clean energy sources.

Can businesses participate?

Yes. Commercial, industrial and agricultural customers are encouraged to sign up. Please contact us for details.

How will the renewable energy be delivered to my home or business?

Electricity generated by the renewable resources will be fed into the electric power grid along with all other power sources serving our community. While it isn't possible today to deliver electricity from renewable sources directly to your home or business, your support for the Renewable Energy Program will enable us to increase the amount of clean, green resources that are a part of our power supply.

Where does the renewable energy come from?

As a member of WPPI Energy we have access to a portfolio of renewable energy projects developed exclusively for this program.

These resources include electricity generated by two wind turbines located on the Buffalo Ridge in southwest Minnesota, wind farms in Dodge and Fond du Lac Counties, Wisconsin and Joice, Iowa, and a biogas-to-energy facility in Wisconsin's Fox Valley.

Call Forwarding

Call Forwarding routes a customer’s incoming calls to another directory number entered by the customer. To forward calls, listen for dial tone, dial *72. After hearing a second tone, dial the number to which you wish to forward. When someone answers at the forwarded number, Call Forwarding is put into effect. If there is no answer or the line is busy, hang up and repeat the above steps. You’ll hear a confirmation tone to let you know it is working.

To deactivate: Call Forwarding, lift receiver and dial *73 (1173 rotary).

Call Trace

Call Trace allows you to activate an immediate trace of the last incoming call. This is useful after receiving a harassing or prank call, and you wish to pursue legal action.

To activate: After receiving a call that you wish to be traced, hang up, then go off-hook and listen for dial tone. Dial *57 (1157 for rotary). If the trace was successful, you will hear an announcement with further instructions. The number will be stored at your local telephone company. You must call your local telephone company during the next business day to authorize the release of the offending number to authorities. There is a charge each time you use Call Trace whether or not you follow through with law enforcement.

May not be available in all areas.

Repeat Dial

Repeat Dial is helpful after you have dialed a number that is busy. By activating Repeat Dial, you will be immediately notified when the number you have called is no longer busy. Repeat Dial can automatically dial the number for you.

To activate: After reaching a busy number, hang up, then go off-hook and listen for the dial tone. Dial *66 (1166 for rotary). Listen for announcement or confirmation tone, hang up. Your phone will check the number for up to 30 minutes. When your line and the person’s line that you wish to call are both free, you will hear a special ring from your phone. When you pick up your handset, the number will be dialed.

To deactivate: dial *86 (1186 for rotary).

May not be available in all areas.

Caller ID

With Caller ID, the name and/or number of the person calling you will be displayed on or near your phone after the first ring. Requires display phone or device.

Caller ID Per-Call Blocking (no charge) Normally, your phone number will be displayed whenever you call someone that subscribes to Caller ID, even if you do not subscribe to Caller ID.

To activate: If you do not want your number or name to be displayed to the person you wish to call, simply dial *67 (1167 for rotary) IMMEDIATELY BEFORE you place the call. Listen for the second dial tone and then dial the number you wish to call. Instead of your number being displayed, the person you call will receive a message such as “PRIVATE” or “ANONYMOUS” on their Caller ID display. Per-Call Blocking is available to all customers at no charge.

Call Return

Call Return gives you the convenience of recalling the last incoming call without having to know the number of the caller.

To activate: dial *69 (1169 for rotary). Follow the voice instructions. If the number is busy, you will hear another announcement. Hang up. When your line and the caller’s line are both free, you will hear a special ring from your phone. When you pick up your handset, the number will be dialed.

To deactivate: dial *89 (1189 for rotary).

May not be available in all areas.

Voice Mail

Voice Mail will make sure you never miss another call. If you’re away from home, on the telephone, or on the internet, Voice Mail answers incoming calls with your own personal recorded greeting, provides you with the date and time of every call, easy remote access from any touch tone phone, and more. No equipment to purchase, store or repair. Flexible voice messaging services include Sub-mailboxes, multiple greetings, & distribution lists, never miss a call again!

Download PDF of Voice Mail User Guide

Speed Calling

Speed Calling allows customers to call frequently dialed numbers with the touch of a button. To establish or change a speed code, lift the receiver and when you hear the dial tone, dial the access code (*74 for 8-number list or *75 for 30-number list). When you hear a second dial tone, dial the speed code you wish to assign: For 8-call service, choose any number between 2 and 9. For 30-call service, choose any number between 20 and 49. Then, enter the local or long distance number you would like to store. To change a number follow the same instructions. Enter *78 to review your list of speed dial entries.

To use, press the * key plus the one- or two-digit dialing code of the number you wish to call.

Call Forward Variable *72 / 73

Allows you to re-direct calls to another line. To turn on press *72 and listen for dial tones followed by a regular dial tone. Then dial in the number you wish the calls to be forwarded to and listen for confirming dial tone. Turn the feature off by pressing *73.

Call Reject *77/ *87

Allows you to reject calls from parties who have blocked the delivery of their name and number to your Caller ID service. If you wish to activate this feature press*77. The caller get routed to a denial announcement. If you wish to turn it off, press *87.

3 Way Calling

Three-Way Calling allows a customer to add a third party to an existing call. To put your existing call on hold, depress the hook switch for about a half a second and listen for an interrupted tone followed by a steady dial tone. Dial the number of the person you wish to add to your conversation. If necessary, dial 1 + area code. When the third party answers, depress the hook switch again. Both parties are now on the line for a three-way conversation. The call is finished when the person who originated the three-way conversation hangs up.

Caller ID Name & Number

Shows you the name and number of an incoming call before you answer. Some calls will be shown as “Unavailable” or “Private”.

Call Waiting

Alerts you when someone else is calling you while on the phone by hearing a tone.

The tone is repeated in 10 seconds. To answer, put 1st call on hold by pressing hook switch/flash. To put 2nd caller on hold or end 2nd call and go back to 1st caller, repeat. *70 gives you the option to suspend call waiting on an individual call or suspend while using your computer or modem. Activate by pressing *70 hear brief tones followed by a normal dial tone, dial your outgoing telephone number. Call waiting is cancelled during this call and resumes when this call is terminated.

Call Return *69

Dialing *69 allows you to call the number of the last call that was received whether it was answered or not. Listen to instructions.

How do I block or erase individual recordings in my recorded list or change the save time for the recording?

Highlight the recording on the Recorded List screen, then press Select on the remote control. An Options screen appears for the program you selected.

Do Parental Controls carry over to DVR recordings?

Yes, if you block programs by channel or rating in General Settings, those settings are carried over to DVR recordings. For example, if you decide to block all R rated programs in General Settings, the R rated programs will still be recorded, but you cannot play them back until you enter the correct PIN.

Can I automatically "skip ahead" 30 seconds through commercials?

No. However, you can fast forward and rewind at three different speeds -- 4x, 10x and 32x. You can also skip back 8 seconds using the key to the left of the green LIST key for instant replays.

How will I know the DVR is almost out of recording space?

When you try to schedule the next recording, a warning appears on the Confirm Recording screen. Also, you can see what percentage of recording space you have used. Press List and then press B for preferences.

Can you time-shift (pause, rewind, fast-forward) the 1/4 screen video on the DVR Recorded List or Program Guide?

Yes, you can press the PAUSE, REWIND or FAST-FORWARD button on your remote to control the 1/4 screen video in the Program Guide or any DVR screen.

How long can I pause Live TV?

You can pause up to one hour. After pausing one hour, the program starts playing one hour behind the Live broadcast point.

Can you play back more than one recording?

No, only one recording can be played back at a time.

Do I have to press the remote STOP button to stop recording the program when it ends?

No, the recording will automatically stop based on the program run times you specified on the recording confirmation screen.

If I've been tuned to a program since it started, do I have to rewind to the beginning to record the entire program?

No, if you have been tuned to the program since the beginning, just press RECORD from any point in the program and you will get the entire program. Recording will automatically stop when the program ends.

Can I record the 1/4 screen video in the Program Guide or the DVR Recorded List?

Yes. You can record the quarter screen on all DVR screens by pressing Record. You can also record the quarter screen in the Program Guide. Press Exit to display the video in full screen, and then press Record. Note: Pressing Record while in the Program Guide will record the highlighted program in the grid.

Does the cable operator gather information from what I'm watching or from what I'm recording?

No.

How many channels can I record at one time?

You can record 2 channels at one time. While recording 2 live shows, you can play back one pre-recorded show. Press the green remote LIST button any time to display your recordings available for playback.

What happens if my DVR loses power temporarily?

Everything you have recorded is saved, based on the save time you selected in the Confirm Recording screen. Your scheduled recordings during the time the DVR lost power are the only recordings you may miss.

Why are all of my programs displayed in 1080i format?

You may have selected the Easy Setup mode and the Widescreen (16:9) TV setting in the HDTV Setup Wizard. Choosing these two settings together limits your programming to 1080i format, even on non-HD channels. To see your non-HD programs in 480i on a widescreen HDTV, used the Advanced Setup in the HDTV Setup Wizard. Make sure you select 480i as one of your saved formats, and then select Pass-Through in General Settings: Picture Format for your default picture format.

Does my TiVo have to be turned on to execute a scheduled recording?

No, it doesn't need to be on, but it must remain plugged into an active electrical outlet.

Does the Explorer 8300HD require a connection to a phone line or Ethernet connection, similar to the TiVo and Replay personal video recording units?

No, the Explorer 8300HD and DVR application uses the existing coaxial cable connection. No extra phone line or network components are needed.

Can the Explorer 8300HD record Dolby Digital 5.1?

Yes

Can I watch one show while recording another?

Yes, the Explorer 8300HD has two tuners. TiVo allows you to record 2 shows and watch a recorded show at the same time.

How much storage is available on the TiVo?

The non-TiVo DVR has a 160GB hard drive that allows recording and storage of up to 90 hours of SD programming or 20 hours of HD programming. TiVo has 45 HD or 400 SD hours of recording.

How much does a DVR Receiver cost?

Subscribe to Reedsburg Utility's Digital Cable and receive an TiVo for only $13.99/mon.

How much does a HDTV Receiver cost?

If you subscribe to Reedsburg Utility's Digital Cable a HD Receiver box is only $5.99 per month for additional receivers. The 1st one is included.

Do I have to sign an annual contract?

NO.

Do I need to purchase any equipment?

No. As long as you have an HD compatible TV or monitor, subscribe to the Digital package and have our HD Receiver box, you should be all set. When you set up your HD subscription a technician will come to your home or office and swap out your current Digital Receiver for an HD Receiver. You will only have one Receiver box for your TV. If you are a subscriber to the Digital service you may add our DVR function to your HD Receiver Box. We can swap your current digital receiver for an HDTV/DVR Receiver, and you will still only have one box. (DVR is only available with a digital connection)

What do I need?

In order to view HDTV, you must purchase a HDTV set. Currently Reedsburg Utility offers several local broadcast channels in HD plus additional HD channels.

What is HDTV?

High-Definition Television is a new way to send and receive television broadcast signals.  Television production quality has improved dramatically since the evolution from the analog signal to the digital television. HDTV images use pixels (small dots that make up the color image on a TV screen).  These pixels are much smaller and closer together than those used in standard analog televisions, thus making the HDTV a much higher quality picture.  HDTV's can display five to six times the detail than an analog TV. The sound quality of HDTV is also enhanced by using Dolby Digital sound, the same technology used to produce sound in movie theaters.