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Account & Billing FAQs

Q: Can I pay my bill over the phone?
A: Yes, we accept MasterCard, Visa, Discover and American Express Credit Cards. You can also pay your bill by using a check from your personal account. All you will need is your bank routing number, account number and the bank name.

Q: Why does my statement indicate a late charge?
A: All Vast Broadband accounts are due 20 days after your BILLING DATE shown on your bill. If you do not have a zero balance 21 days after invoicing, your account will be assessed with a $10 late fee.

Q: Can I change my statement’s due date?
A: Yes, we now invoice daily and can change the due date to a more convenient date for you. Please call Customer Service to make the change.

Q: What is a wire maintenance fee?
A: You’re responsible for the maintenance of cable and other communication wires in your home. However, if you sign up for Vast Broadband’s Wire Maintenance Plan, the problem is out of your hands and into ours.

Q: What are the different types of fees and surcharges? What do they do?
A: Fees and surcharges are assessed depending on the type of service you sign up for. Many fees and surcharges are imposed based on local, state, or federal regulations. A detailed list of fees and surcharges can be found here.

Accessibility Options

Vast offers an array of accessibility solutions for all of our customers.  Listed below are the solutions we offer to fit all of our customer’s needs.

For more information, please contact us via one of the following methods: 

Email:    info@vastbroadand.com
Phone:   866-496-6665
Mail:       5100 S Broadband Lane Sioux Falls, SD  57108

Hearing Solutions

  • Closed Captioning—subtitles are displayed on your screen as a transcription of the audio portion of the program. Closed captioning is managed through your television using the CC button on your TV’s remote or through the TV setting menu.
    Report a Closed Caption Issue
  • Support Videos – Watch support videos

Vision Solutions

  • Call Us— Call us at 888-745-2888 for help reading your bill, upgrading service or other assistance
  • Guide Narration— Customers can navigate the TiVO Guide with full audible support of Guide, On Demand and Accessibility features. (may not be available in all service locations).Remote Control Instructions
  • Live Chat—Our Live Chat assistant is compatible with screen readers and screen magnifiers
  • Large-Button Remotes—Swap your current remote for one with large buttons at your local Vast store.
    List of our Vast stores
  • Pay Your Bill—You can pay your bill using our automated phone system or by calling us at 888-745-2888

 Vast Store

  • Wheelchair Accessibility—Vast stores are wheel-chair accessible
  • Service Animals — We welcome service animals in all of our Vast stores.
    List of our Vast stores

TV FAQs

Q: How do I use my Remote Control?
A: You’ll find all the directions and step-by-step instructions in our Remote Users Guide. Download the remote manual.

Q: Do I need a box for Expanded Basic Service?
A: No, all you need is a cable connection. Connect the TV to the cable outlet, and you’re ready to watch. And, any room with a cable outlet can have Expanded Basic at no additional charge.

Q: How do I auto scan channels?
A: Read our guide to learn how to auto scan channels here.

Q: What is the Channel Lineup for my area?
A: Please click here to find your coverage area to see your channel lineup.

Q: There’s something wrong with my picture. What should I do?
A: First, double check all connections. They should be “hand-tight”.

If you are using a set-top box, the cable from the wall should be connected to the “IN” jack on the box.

If you are not using a cable box, the cable coming from the wall should be connected to the “IN” jack on the DVD, VCR, or directly to the TV.

Second, check the TV. The power should be ON. The right channel (usually channel 3) should be selected. If you are an HD subscriber, make sure the correct input is selected.

Third, check the Cable Box. The box should be ON. The box may need to be rebooted. Here’s how to do it:

  • Turn the TV off.
  • Unplug the cable box power cord from the wall.
  • Wait 10 to 15 seconds.
  • Plug the cable box power cord back in to the power supply.
  • Wait for the box to display the time.
  • Turn the cable box ON.
  • Turn the TV ON.
  • Wait for several minutes to give the box time to re-cycle.

Finally, if you still have problems – please call the Customer Care Center. Tell them what you have tried. They will ask if you have your TV and Cable Box ON. They will offer other suggestions, then schedule a repair call if necessary.

Q: Does Vast offer accessible options? 
A: Vast Broadband offers products and services to help customers enjoy digital content more easily than ever before.


SUN OUTAGES

Q: What are sun outages?
A: Sun outages are an interruption in satellite signals cause by interference from solar radiation.  The interference is caused when the sun is in direct line with a communication satellite and the sun’s radiation overwhelms the satellite signal.

Q: When do sun outages happen?
Sun outages occur every year, in the Fall and Spring, and last approximately about a week each time. The Spring, sun outages are expected to happen from February 28 to March 8 2018.

Q: What kind of outage/interference can a customer expect?
During the sun outage, customers may experience slightly pixelated picture, picture freezes, or audio distortions for a brief period of time.

Q: How can I tell it’s caused by a sun outage or something’s wrong with cable service?
A: The sun outage happens only during the day (no sun, no interference) and is brief, lasting for a few minutes. 

Q: What should customers do during a sun outage?
A: Move the Sun…Just kidding…just be patient your program should return within a few minutes. 

If you have any questions, feel free to give us a call or you can chat on-line with one of our representatives.

Internet FAQs

Q: What operating systems are supported?
A: Windows 98 Second Edition, Windows 2000, Windows XP, Windows Vista, Windows 7, Mac OS 9.0 or Higher

Q: How do I set up my email?
A: Please contact us at 1-888-745-2888 for help setting up your email.

Q: Why is my wireless Internet running slow?
A:  Wireless signals are susceptible to many different types of interference. Because of this, it is common for speeds to be reduced by up to 50% when connected through a wireless device. To accurately test the speed coming through the modem please connect an Ethernet cord from a desktop or laptop directly to the modem, bypassing a router if present. Often times a simple power cycle will correct issues that result in slow Internet speeds by reestablishing a stuck connection or a failed firmware update. Follow the steps below to complete a power cycle.

First, unplug power cable from rear panel of the modem and leave unplugged for about 15 seconds. Next plug power cable back in to rear panel of the modem. Once power is restored allow 2 to 3 minutes for modem to come back on line and test the connection by attempting a speed test.

If these steps did not restore the connection please contact our Technical Support team at 1-888-745-2888 or click here for additional ways to improve your wireless connection.

Note: If there are multiple devices and only one is offline, the issue is likely due to the device and the device manufacturer should be contacted to restore the connection.

Q: How do I reset my Cable Modem?
A: First, make sure your computer is completely turned off.

Disconnect the power cord from the back of the cable modem or from the power outlet. If you are using a router disconnect the power supply from it as well.

After waiting approximately 60 seconds, reconnect the power cord to the modem and wait an additional minute for the modem to acquire a signal. Then proceed to reconnect the power cord to the router and restart your computer.

Attempt to connect to two webpages to ensure a good connection.

Q: I cannot connect to the Internet. What should I do?
A: First, check all of the connections to your equipment to make sure none of them are loose or unplugged.

If you have our telephone service as well, and you get both your internet service & phone service from the same device, please contact our technical support at 1-888-745-2888.

Next, power down all of your equipment, including your computer, router (if you have one) and cable modem. For the cable modem this usually means unplugging the power lead that connects it to your power outlet. Then turn off any routers or computers that you have connected to the modem. Wait 2 minutes.

Then, reconnect the power lead for the modem. Wait at least 2 minutes, giving the modem time to establish a connection, then power on your router (if you have one), then your computer. Then try connecting to the Internet. If you are still unable to connect at this point, please contact our technical support.

Q: What do the lights on the modem mean?
A: Receive: When the light is on, the modem is receiving a strong signal.

Send: When the light is on, the modem has a good upstream signal sending back to the network.

Online: When the light is on, you are connected to the network.

PC/Activity: This light should be flashing as a sign of communication between the modem and the computer.

Standby: When in standby mode, this light will be lit, and the modem will not work. You can change the standby setting by pressing the button on the top of the modem.

Phone & Voicemail FAQs

Q: Where can I view additional fees for phone features?
A: You can view additional features and fees by clicking here.

Q: Where do I get information on the voicemail conversion?
A: Click here to read our guide or chat now with a customer service representative.

Q: How do I set up my Voicemail?
A: Step by step instructions are provided in our Phone Guide.

Q: How do I use my phone features?
A: You will find a list of all of your phone features and how to access them in our Phone Guide.

Q: Can I keep my current phone number?
A: In most cases, yes, you can keep your familiar phone number. We’ll do everything we can to make that happen. There may be the rare occasion when we are not able to transfer your number. If that is the case, we’ll discuss your options with you.

Q: Will 911 work with my Vast Phone Service?
A: Absolutely. We know how important 911 service is, and it is part of your Vast phone service. 411 service is also available.

Q: Will 911 work with my Vast Phone Service?
A: Absolutely. We know how important 911 service is, and it is part of your Vast phone service. 411 service is also available.

Q: How is dialing 911 using Vast Broadband Digital Voice service different from dialing 911 on a regular landline?
A: Vast Broadband routes your call to your local emergency response center over the 911 network determined by the physical address you supplied when you activated 911. If we do not have the correct address, your call cannot be routed to the corresponding emergency response center for your area. You will also need to state the nature of your emergency promptly and clearly, which may include providing your location and telephone number, as the local emergency response center personnel may not be able to see the information Vast Broadband sends along with your call. In the event 911 methods are unavailable or fail, Vast Broadband sends your 911 call to the national emergency response center. Trained emergency response agents will then route the call to local authorities.

Q: Where can I get a battery backup?
A: Your Vast Broadband phone service requires electric power to operate. To avoid a disruption of your home phone service during a power outage (including 911 service) we offer an optional backup battery available for purchase. Call us at 888-745-2888 or chat now with a customer service representative.

Q: What can a battery backup do?
A: A battery backup should give you approximately 4 to 5 hours of talk time. You may extend your standby power by purchasing a 24-hour battery. The backup battery does not provide power to any services other than voice. Home security systems, medical monitoring devices, routers, and other equipment will not run on a home phone backup battery.

Instructions for proper care and use of your purchased backup battery.

Please follow the detailed instructions included with your battery for proper use, storage and care to ensure that it will function as needed during a power outage.  The backup battery can safely be stored above 32 degrees F and 122 degrees F.  The battery is rechargeable.  They should be replaced every year for better performance, or when your device starts to make a loud beeping sound.  You should also periodically (as described in the instructions included with your battery) remove and test your battery to verify both the operation of the backup battery and its condition.

 

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