Here are answers to some of our most frequently asked questions. Don’t see your answer here? Give us a call at 1-877-422-1212 or email us at firstname.lastname@example.org !
1. What is SNAP?
SNAP stands for “Single Network Access Point,” and is an advanced technology that allows you to receive all of your Franklin Telephone services, including Local Phone, High Speed Internet and Digital Cable TV over one line and on one convenient bill!
2. Do I have to subscribe to all three services?
No, you are not required to subscribe to all three services, however by bundling your services you will save $$ on the total package. The more services you buy, the more you save. For example, if you have Phone and Digital Cable TV, you can add Internet for as low as $9.99 a month!
3. Do I have to pay for setup or installation of my SNAP package?
Standard telephone, Internet and/or Cable TV installation charges apply for new customers, or for Franklin Telephone customers that request an upgrade in service.
However, upon signing a service contract, we will waive the standard equipment setup charge. There may be additional labor charges due for work requested beyond the standard setup.
4. What does the standard equipment setup include?
The standard equipment setup includes setup and testing of one router, up to two set-top boxes, one computer setup for Internet access, and one additional outlet, if necessary. Time spent for items other than these will be billed at the current hourly labor rate.
5. Do I have to make a long term commitment to subscribe to any SNAP service?
We do require all customers sign a service contract to confirm the items ordered and review all of the terms and conditions related to the use of each SNAP service. And, if you disconnect your SNAP services within 1 year of the contract inception, you will be charged for any actual early termination fees that may be charged to Franklin Telephone as prescribed by the National Exchange Carrier Association.
6. Do you offer a lease program for additional equipment?
No, we do not currently offer an equipment lease option. However, with approved credit, we can charge your account in three equal monthly installments for any router, set-top box and/or equipment setup charges for no extra fee.
7. How long will it take to have the services installed?
You will arrange a convenient appointment time with customer service at the time you request the service. Depending on previous service requests already logged, we will attempt to schedule all installations within 5 business days of the request. The installation on the premises will take anywhere from two to four hours for most locations, but can vary widely depending upon additional ordered services and the wiring currently present in the structure.
8. Is my new equipment covered by any warranty?
Yes, there are various warranties provided by the equipment manufacturer. All equipment provided or sold to you will be replaced at no cost to you within the manufacturer’s warranty period as provided by their warranty documents.
Additionally, Franklin Telephone offers a maintenance contract for your convenience and peace of mind to cover the equipment past the warranty period and/or the wiring used inside the home. See the Terms and Conditions for more information.
9. Do I have to have a set-top box for every television?
No, a set-top box is not required for every television. The set-top box can provide video for up to 2 televisions simultaneously. One would be the main television area where the remote would control the channel and the second television would be a “copycat” television that will always show the same channel that is being displayed on the main television.
10. Why am I required to have a set-top box wherever I want to control the channels with the remote?
The advanced technology used to transport all of the necessary information streams over one line into your home or business requires the video signals to be scrambled and condensed. The set-top box is required to descramble the video signals before they reach your television. Televisions are currently not equipped or available with this descrambling capability built-in.
You may purchase an infrared wireless remote transmitter that will allow you to change channels on the set-top box from another room where a “copycat” television may exist. We can help you with this, and other options, when you call to request service.
11. Is there a limit to the number of set-top boxes I can use?
With current technology, a maximum of three set-top boxes can be used, depending on your location. We encourage you to call us to see which SNAP services you can receive, and how many set-top boxes we can provide you.
12. Can I check my email from another computer or over the Internet?
Absolutely! You can check your email right on our home page at ftcweb.wpengine.com by clicking on the “Check your e-mail” button.
13. How do I request a change to my e-mail password or additional e-mail addresses?
Contact your local Franklin Telephone office in Bude at 601-384-3333 and select option 59.
14. How do I setup a change in username and/or password on my PC and/or modem?
Call your local Franklin Telephone support line at 601-384-3333 and select option 58.
15. What is the maximum Internet connection speed I can receive?
With current technology, the maximum download speed that can be provided on one line is 3 Mbps for residential customers and 10 Mbps for business customers depending on your location. Again, we encourage you to call us to find out what download speeds you can expect.