Repair: (833)663-1241 Available 24 hours a day, 7 days a week

Please have the following available when you call:

• Your Username
• Your Password
• The operating system used on your computer
• The make, model and speed of your modem
• The software you are having problems with
• The full error message given when the problem occurred
• Any reference number if this is in relation to a prior call
• Any special circumstances surrounding the error (e.g. Just installed new software or hardware)

Incoming Mail (IMAP): imap.atmc.net
Outgoing Mail (SMTP Server): smtpauth.atmc.net
DNS Server: 216.99.127.7   ||   216.99.127.8

Haz clic aquí Consejos para solucionar problemas de Internet

What to Expect

As your Internet service provider, FOCUS Broadband is committed to giving you the highest capacity access available, whether it be through cable modem or fiber optic technology. Each speed tier that we advertise is listed as a maximum attainable download speed delivered through a wired connection.

Any Internet capable device in your home (desktop, laptop, tablet, smartphone, game system, smart TV, smart appliance, etc.) that is not physically connected to your router via an Ethernet cable is considered a wireless device that must access the Internet through Wi-Fi. A speed test performed over a wireless network will not give you a valid test result due to a variety of factors, many of which are related to the environment of your premise. Wireless network performance is highly dependent on how your home is constructed, the placement of your router, and the types and number of devices that are connected to your network.

How to prepare for your speed test

A speed test is an application that attempts to determine your maximum possible speed at the time of testing. The best way to get the most accurate test result is to test a computer that is physically connected to your router through an Ethernet cable and power off all other wired and wireless devices that are connected to your network. Your computer’s performance can also influence speed test results. Before performing a speed test, close out all other programs and any other Internet activities to get the best result.

If you have any questions or concerns about the performance of your Internet speed, contact our support center 24 hours a day, 7 days a week at 1-866-951-4357.

Compatible Cable Modems

FOCUS Broadband provides cable modems at no additional charge to the customer. If you choose to provide your own cable modem, please select from one of the modems listed below.

Internet Service Instructional Videos

Please see our server settings instructions to help you set up your email software with FOCUS Broadband.

How do I get help for my Webmail?

Webmail offers many email management fuctions. If you are having any issues or questions regarding your FOCUS Broadband webmail service, please call: 866-951-4357 or use the tutorial below to learn more about Webmail navigation.

• Webmail Tutorial PDF

Why was my message blocked as spam?

Our spam filters use a variety of criteria to determine if a message is spam. If a legitimate non-spam message you have attempted to send or receive was misclassified as spam, you may submit the message to our support team, and in most cases we should be able to correct the scoring, with a small number of exceptions. The following are typical reasons why a message might be blocked as spam:

• The message is forwarded spam message or contains excerpts of spam, or quotes other spam features. This is usually the only case that is not easily corrected. You should expect that forwarded spam will score high. Messages that mention specific spam features -- such as a message warning about email scams and mentioning specific characteristics of that message -- will often be blocked because those specific characteristics may be something the spam filter is looking for. Note that certain types of emails like 3rd party spam quarantine digest summaries (which mention spam subjects), or mail & web server log summaries (which may mention spam domains or email addresses) may be blocked due to mentioning those known spam features.
• The message mentions a legitimate domain that was blocked due to associated spam activity. For example, certain web sites may be hacked by a spammer, and used to store spammy web content that is referenced later in spam messages. These domains may be included in the spam filter when they appear in spam. If we determine that a domain flagged as spammy for this reason is really legitimate, we can remove it from our spam definitions. Other identifiers (e.g. a phone number or street address) associated with spam emails may be similarly flagged. If determined to be legitimate, these will be removed from our spam filters.
• The message contains legitimate content that is superficially similar to spam content may be mistaken for spam. For example, a legitimate email concerning a financial transaction might be similar enough to a money transfer scam to have a high score. Usually the spam classifier can be adjusted to correct the scoring.
• The message does not have any obviously spammy content, but nonetheless was classified as spam. This can happen in some circumstances because the spam classifier makes a probabilistic calculation based on how frequent certain features (e.g. words) appear in spam messages versus legitimate messages. While this classification mode is very accurate, it is possible for statistical outliers to occur that are classified as spam without any obviously spammy text. The situation is analogous to what happens when you flip a fair coin 20 times, record the number of heads and tails, and then repeat the 20-flip experiment many times. On most attempts you expect to get approximately half heads, half tails. But if you try enough times, you will on rare occasions get sets with almost all tails. When this occurs it is not an indication the coin is "broken", it is just a statistically improbable event that has been observed. Similarly, legitimate messages may be scored as spam due to a skewed feature probability distribution. As in the previous case, this type of scoring problem may be corrected by adjustments to the spam classifier.

How do I check my email from another computer?

You can check your email using our Web based email at FOCUS Broadband Webmail https://userportal.atmc.net/en/welcome with your browser. Just type your username and password and click log in.

If you are unable to check your email , check your username and password. Make sure that you have the correct username and password set. The username or account name is your unique username you chose. Your username is your email address (username@atmc.net). The password is the same password that you use when connecting to the Internet. Username and password should be typed in correctly. If you are unsure of your password, you may contact a Customer Service Representative at 754-4311 (verification is required before passwords will be released). If your username and password are correct, and you still cannot access your email, contact our repair department at 754-4317 to open up a trouble ticket.

If you can access, send and receive email. The problem is with your email software or a particular message. Make sure that your email software is set up correctly. Outgoing mail server should be set to: smtpauth.atmc.net Incoming mail server should be set to: mail.atmc.net

Create a Strong Password

Creating a strong password helps protect your email account. Strong passwords should be 8 characters long and include at least one:

• uppercase letter A-Z
• lowercase letter a-z
• number 0-9
• symbol !@#$^*,.>_<

Here is an example of a strong password: A@g5!4#B

Unable to Receive Emails

Large or corrupt email on the server: Most likely there is an email that is too large or corrupt on the server. Usually when this happens you will see the email program connect to the server and start downloading files but will stop or lock up before all of the emails are downloaded. To fix this problem, log on to https://userportal.atmc.net and delete the oldest email sitting in you mailbox, log out and then try to access your email through your email software package again.

Your computer disconnects you from the Internet while trying to receive emails: This usually occurs as a result of your Internet settings. Disconnect settings in Internet Explorer can cause your computer to experience frequent disconnects when downloading large files or downloading email.

Unable to Send Emails

Is the Email Address correct? If your email settings are correct and you were able to send/receive email before, verify the email address of the person you are trying to email. You may want to have them send you an email and then reply to their email. If you are able to reply to that person's email, but unable to send them a new email, then the email address is entered wrong.

Is there an email sitting in your Outbox? The most common problem experienced by users is an incorrectly addressed email message sitting in your Outbox. Most email programs will hold email messages before sending them. If one message is incorrectly addressed, the mail server will refuse to send it and all subsequent email messages will not be sent. This problem is common in Outlook software as well as some Netscape email, Internet Mail, etc. To fix this problem you will need to launch your email software and go to the Outbox folder. See the list of all email waiting to be sent. Double click on the first email message to open it. Check that the email address is correct. The email should consist of a valid username at a valid domain name. There cannot be any spaces between the characters. If this does not work or you are unsure of the email address, then delete the first email in your Outbox and try sending the remaining emails. If you are still unable to send emails, delete all emails in your Outbox and reply to an email you have been sent. If you are able to reply to that email, then the email address entered in one of the messages that were in your Outbox was wrong.

Large E- mail Attachment: If your settings are fine and email addressed correctly, then make sure that the email you are sending is not larger than 30MB. FOCUS Broadband limits the size of email attachments that can be sent or received to 30 MB. If the file that you are sending is too big, try compressing it. Good software to compress files is WinZip. The receiver should have the same software to be able to decipher the message.

No Relay Error: If you are connected to another provider and trying to send email through mail.atmc.net you will not be allowed to. Most ISPs do not allow relaying through the mail server. Incoming mail server recognizes you by your username and password, so you can check your email no matter what provider you are connected through. Outgoing mails server, the server that handles sending of your email, recognizes you by the IP address, the unique IP address that you are assigned when you connect to FOCUS Broadband. When you connect to another provider our SMTP server will not recognize you as an FOCUS Broadband user. You will need to use the SMTP Outgoing Mail server of the provider you are dialed into.

People say I am sending them a virus, but I have not sent them an email A worm virus can send infected emails without your knowledge. You do not have to create and send, or even forward, an email with a virus attached for other people to receive the virus from you. Certain viruses called worms, when executed automatically sends email with the virus attached to all addresses listed in the infected user's address book.

FOCUS Broadband cannot guarantee, nor take the responsibility for, virus protection on your system, therefore sole responsibility for virus protection lies with the end user. For information on how to clean the virus and prevent future infection, see Virus information. If you need additional assistance, please contact your computer manufacturer or a computer repair shop for professional help with viruses.

1. Never respond to an email asking for personal or financial information such as your email address, password, Social Security Number, etc. (FOCUS Broadband, PayPal, and your bank are examples of companies that would never ask for personal information in an email.)
2. Don't open an email or attachment from someone you do not know or trust.
3. Never click on a link or executable file within an email from a company or organization that you do not trust.
4. Do keep security software and operating systems currently updated.

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Your Internet and Wi-Fi experience is determined by a variety of factors. In order to get the best experience from your Wi-Fi service, keep these tips in mind.

Location, Location, Location

The location of your FOCUS Broadband Wireless Gateway is very important to your overall Wi-Fi experience. Consider these choices and tradeoffs about the location of your Gateway:

• If you use Wi-Fi equally throughout the house, the Wireless Gateway should be placed as close to the middle of your home as possible. This helps provide the best possible Wi-Fi signal throughout.
• If there is a primary media room where you use Wi-Fi the most, the Wireless Gateway should be placed there. This allows you to wire devices that require more bandwidth, such as streaming video or gaming systems, directly into your Gateway and minimize the wireless needs from these devices. If your media room isn’t in the middle of your home, the Wi-Fi signal strength for other devices could be impacted the farther you move from the Wireless Gateway.

Router (Wireless Gateway) Guides

Best Placement for Your Router

• Central Location: Place your router near the center of your home.
• Elevated Position: Make sure your router is on a table or shelf, off of the floor.
• Clear Area: Keep in an open space with minimal obstructions.

Poor Placement for Your Router

• Near Appliances: Large metal equipment can cause interference of signal.
• Near Windows: Signal is attempting to reach the outside of the home, limiting the strong signal inside.
• In Corners: The signal can't spread properly, restricting the coverage available in the home.

Provide a Clear Path

Don’t block your Wireless Gateway’s signal.

• To prevent weakening the Wi-Fi signal, avoid placing it in a closet or cabinet or putting it behind things such as a TV, furniture or staircase.
• Don’t place it on the floor or low to the ground.
• Don’t place it next to windows.
• Open any doors to the room where you’ve placed the Wireless Gateway.

Your home’s construction and environment can interfere with your Wi-Fi’s signal:

Use Wired Connections When Possible

As fast as Wi-Fi may be, wireless connections aren't as fast as wired connections. Devices such as streaming video players (such as Roku, Amazon Fire) or gaming systems (such as Xbox, PlayStation) need lots of bandwidth. Whenever possible, connect these devices to your Wireless Gateway via a wired Ethernet connection.

New Devices

All Wi-Fi-enabled devices are built to 802.11 Wi-Fi standards. Most new Wi-Fi devices support 802.11g/n and often the latest 802.11ac standards, which all allow for greater throughput speed. Older standards, such as 802.11b, however, can slow down your Wi-Fi experience. Check your older Wi-Fi devices and potentially upgrade any that support only 802.11b. Once you no longer need the 802.11b standard, sign in to your Wireless Gateway and set your broadcast standard to include only 802.11g/n/. This will lead to improved Wi-Fi performance.

Run One Network

Whenever possible, do not run more than one Wi-Fi network in your home using other routers. Devices that connect to more than one network may have trouble keeping a constant connection, and the networks will interfere with one another. Other challenges include items such as baby monitors, cordless phones and even microwave ovens can also cause interference. Try to ensure that monitors and phones run on separate channels from the 2.4 and 5GHz channels that your Wireless Gateway uses and, if possible, turn off those networks when not in use.

Check Wi-Fi Speeds

Different devices can perform more or less effectively when it comes to Wi-Fi speed. When using our FOCUS Broadband Speed Test, check the Wi-Fi speeds on all your devices when you are near your Wireless Gateway. Be aware of which devices may have lower speeds and might not perform well when they are farther from the Wireless Gateway.

Wi-Fi Interference and Channel Width

If you live in an apartment or townhome, you may have many neighbors who have Wi-Fi networks of their own. This might cause some Wi-Fi interference. If your Wi-Fi devices have trouble connecting, limiting the channel width on your Wireless Gateway may help. To limit the channel width, sign in to your Wireless Gateway and minimize the channel width to 20Mhz for your 2.4 GHz network and 20/40 for your 5GHz network. This may assist in minimizing the Wi-Fi “noise” for your devices.

Find Your Home’s Dead Spots

FOCUS Broadband’s Wireless Gateways use the latest in Wi-Fi technology, however you still may have lower Wi-Fi speeds in certain parts of your house.

As you walk through your home, watch your Wi-Fi ‘”bars”. The farther you are from your gateway, the fewer bars you’ll see on your device. For even more detail, you can use free apps to see the changing Wi-Fi strength as you walk through various rooms of your home. Tools will show a bar measuring actual signal strength in dBms; the higher the score approaching -30 dBm, the better. Signal strength lower than -70 dBm may result in poor Wi-Fi performance.

This feedback will help you determine the best rooms for using your Wi-Fi-enabled devices, especially those requiring high bandwidth, such as streaming video or gaming systems.

Reboot

Like any software, it’s beneficial to occasionally reboot your Wireless Gateway. One great benefit is that the Auto Channel Selection will run and update if it sees any changes to your home’s Wi-Fi environment. This helps to make sure you have the best possible Wi-Fi speeds. Simply unplug your Gateway, wait a moment, and plug it back in. All your devices should automatically reconnect.

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How to Set Up an Amazon Fire TV Stick

How-To Set Up a Roku

How to Set Up YouTube TV

Not sure if your device is supported? Check now.
Go to your device’s app store:

• Apple App store
• Google Play store
• Amazon for Android

Select the DirecTV app and follow the prompts. Have your DirecTV user ID and password handy for sign-in.

Most customers can enjoy DirecTV streaming on all compatible devices connected to their home network at the same time and also use up to three of those streams on the go. Learn about device and stream limits.

Try these tips:

• Check for app updates in your app store. If an update is available, install it and restart your device.
• Check for device software updates and install.
• Close and restart DirecTV app.
• Reboot your phone or tablet.
• Uninstall and reinstall DirecTV app.
• Re-launch the DirecTV app and try again.

To reinstall the DirecTV app:

• Go to your device’s app store: Apple App store, Google Play store, Amazon for Android.
• Select the DirecTV app and follow the prompts for installation.

Didn’t find what you need? Click here to contact DirecTV.

Switching to FOCUS Broadband Long Distance is quick and easy. FOCUS Broadband Long Distance service requires a signed authorization form called a Letter of Agency. To ensure a smooth transition to FOCUS Broadband Long Distance, print the Letter of Agency from the link below, sign and mail or fax it to our Business office.

• Residential Long Distance Letter of Agency
• Business Long Distance Letter of Agency

Mail forms to:

FOCUS Broadband
Attn: Long Distance
PO Box 3198
Shallotte, North Carolina 28459

Or Fax:

910-754-3781

Long Distance Carrier Freeze

Sometimes customers have their long distance carrier changed without their consent. In order to better serve you and keep you from getting your carrier changed without authorization, we provide a PIC (Primary Interchange Carrier) freeze service free of charge for our customers. Fill out the PIC Freeze Authorization Form and mail or fax it to FOCUS Broadband to prevent a change in your long distance carrier without your consent.

Once the PIC freeze is in place, the freeze can only be lifted by your written authorization. The authorization required for the lifting of the PIC freeze is in addition to the regular verification process required to change to a different telephone service. The written authorization must be signed and state your intent to lift a PIC freeze. It should also include your billing name and address and each telephone number to be affected.

• PIC Freeze Form

Mail forms to:

FOCUS Broadband
Attn: Long Distance
PO Box 3198
Shallotte, North Carolina 28459

Or Fax:

910-754-3781

Support for Calling Features

Calling Features offered by FOCUS Broadband allow subscribers to save time and have greater control of their home phone. All Calling Features work on calls made within the FOCUS Broadband service area and most calls made outside the FOCUS Broadband service area.

• If you attempt to use one of your Calling Features while dialing from a number outside the FOCUS Broadband area that is not part of the larger calling feature network, you will hear an announcement telling you that the service cannot be used with that particular number.
• For many Calling Features, voice instructions will guide you through the various procedures and simplify their operation.
• There may be subtle differences in the way some Calling Features operate, depending upon your service area.
• Call Forwarding, Call Return, Repeat Dialing, and Three-Way Calling may be accessed on a Pay-Per-Use basis for $1.25 per activation.
• Download the Calling Features Instructions

Setting Up Your New Mailbox:

From Your Own Phone:

From Another Phone:

Accessing Your Voicemail:

From Your Own Phone:

• Dial *99 or  (910) 755-3804 .
• You will be asked to enter your pin followed by #.
• If you have new messages, the messages will be identified.
• You will be presented with the Voicemail Main Menu.

From Another Phone:

• Dial (910) 755-3804 .
• Enter your 10 digit area code and phone number followed by a #.
• You will be asked to enter your pin followed by #.
• If you have new messages, the messages will be identified.
• You will be presented with the Voicemail Main Menu.

Voicemail Main Menu:

Message Playback Options:

Forwarding a Message:

• To forward the current message, press 5.
• Enter an extension number or Distribution Group Number. Repeat this step until you’ve entered all the desired destinations.
• Press # when finished entering destinations.
• You will be prompted to record an introduction.
• After the tone, record your introductory message and press # when finished.
• Press # to send.
• Press 1 for delivery options.

Delivery Options Menu:

FOCUS Broadband Long Distance customers have the option to receive a toll free number. Family and friends can call your toll-free number 24-hours a day, seven days a week free of charge and it only costs you 15¢ a minute. There's no confusing pre-dialing for them and the calls show on your monthly telephone bill.

• Personalized toll free number
• Only 15¢ per minute
• No time restrictions / rate valid 24 hours per day
• No Monthly Service Fee

Toll Control with PIN (Personal Identification Number) Override allows you to prevent long distance calls from being made from your telephone line. It can be overridden on a per call basis by dialing a special access code plus your PIN. Incoming and local calls are not affected by activation of this feature.

To set or change your PIN #:

1. Lift the receiver and listen for dial tone.
2. Dial * 12 (or dial 1112 with a rotary phone).
3. Listen for three beeps followed by dial tone.
4. Dial the old PIN # (1 to 7 digits), followed by # (or wait 4 seconds).
5. Listen for three beeps followed by dial tone.
6. Dial the new PIN # (1 to 7 digits), followed by # (or wait 4 seconds).
7. Listen for three beeps followed by dial tone.
8. Dial the New PIN # again, followed by # (or wait 4 seconds).
9. Listen for three beeps followed by dial tone. Then hang up.

To make a toll call (or override toll control restriction):

1. Lift the receiver and listen for dial tone.
2. Dial * 13 (or dial 1113 with a rotary phone) and listen for dial tone.
3. Dial your PIN code, followed by # (or wait 4 seconds). If your PIN is valid, you will hear three beeps followed by dial tone.
4. The dial a normal toll call (1 + area code + number).

To make a call to a number within the 40 mile area:

1. Lift the receiver and listen for dial tone.
2. Dial *13 (or dial 1113 with a rotary phone) and listen for dial tone.
3. Dial your PIN code, followed by # (or wait 4 seconds. If your PIN is valid, you will hear three beeps followed by dial tone).
4. Dial 1010 + carrier code + 1-910 + telephone number.
5. This sequence must be repeated each time you wish to dial a number in the ''40 mile area''.

Notes:

1. If a toll call is attempted without first dialing the access code and PIN, the call will not be completed.
2. If you dial an invalid access code and/or PIN, you will hear a fast busy signal.
3. Toll Restriction is automatically returned each time you go back on hook.
4. If you have Call Transfer or Three-Way Calling:
   • Once you use your PIN to make a toll call, you may hook flash and directly dial another toll number to set up three-way call, or transfer the call.
   • If someone calls you and you wish to set up a three-way call or transfer this call to a toll number, you must hook flash and use the above procedure to make the toll call.

Click here to see the local Calling exchanges.

Account Number

The account number can be found on your most recent bill and usually ends in 00001.

Number Transfer PIN

From your device, dial #7678. You'll receive a text message with a secure link to get your 6-digit Number Transfer PIN.

You can also request a Number Transfer PIN from the Account Settings of your My Verizon account online, or using the app.

Verizon Prepaid

Account Number

You can find your account number on your AT&T bill.

Number Transfer PIN

From your device, dial *7678 to get your 6-digit Number Transfer PIN.

You can also request a Number Transfer PIN by signing into your myAT&T account. Once you receive your PIN, it will be valid for 96 hours. For more information, visit AT&T support.

Prior to transferring your phone number, you may receive a text message from AT&T to confirm your request. You must Approve the request before activating your device with FOCUS Broadband.

To request a Number Transfer PIN online:

1. Sign in to your T-Mobile online account.
2. In the top right corner, select Account
3. Choose Profile Settings
4. Select Line Settings
5. Follow the prompts to complete your request.

To request a Number Transfer PIN using the T-Mobile App:

1. Download and log in to the T-Mobile app
2. Select Account
3. Choose Line Settings.
4. Select Request a transfer PIN
5. Follow the directions on the screen

Account Number

To get your nine-digit account number, call Boost Mobile at (888) 266-7848.

Account PIN

Your PIN contains four digits.

Account Number

You can find your 10-digit account number on your bill, or by viewing your statement online or using the My C Spire app.

Account PIN

Your PIN contains four digits.

Additional Support

Contact C Spire

Account Number

You can find your account number by signing into your online account, using your phone number.

Account PIN

Contact Consumer Cellular to find your Account PIN.

To transfer your number from Cricket Wireless, you'll need to request a Number Transfer PIN. To do so, dial 6-1-1 from your Cricket Wireless device, or dial 1-800-CRICKET. You'll need to provide your Account PIN to generate the Number Transfer PIN.

Note: Cricket Wireless employees can't generate a Number Transfer PIN on your behalf.

Your Number Transfer PIN will be valid for five days. Please remember that in order to transfer your wireless number to another carrier, you'll need your Number Transfer PIN and your Account Number to get started.

Account Number

You can find your account number by logging into your account or calling the Cricket Porting Department at (800) 274-2538.

Account PIN

Your PIN is the same as your four-digit authorization ID.

To transfer your number from GoDaddy, you'll first need to send a request to unlock your number.

Email your request to numberunlock@GoDaddy.com. You'll need to send your request from the address on your GoDaddy account.

Once your number is unlocked, you'll receive an email with next steps to port your number.

Note: Your request is valid for 30 days. If you haven't transferred your number within 30 days, it will be automatically locked and you'll need to start your request again.

When you cancel service with Google Fi, you will receive a “port out” account number and password. For more information, visit Google support

Account Number

Your account number can be found from the home screen of your MyMobile account.

Transfer PIN

Contact Optimum Mobile to have a transfer PIN generated for you. Your transfer PIN will be sent via email and/or text and is valid for seven days.

Account Number

You can find your account number on your Spectrum bill or by signing in to your account online.

Account PIN

Your four-digit security code can be found via:

• Online PDF Statement
• My Spectrum App
• Paper Statement

Account Number

Your Straight Talk account number may be the MEID or IMEI serial number on your phone or the last 15 digits of your BYOP SIM card.

Transfer PIN

Your PIN is typically the last four digits of your phone number or SIM ID. It can be found on the profile page of your online account. If no PIN is listed, create one prior to porting your number.

Account Number

Your account number consists of 10 digits, a dash ( - ), and 00001.

Transfer PIN

Your PIN is the same as your four-digit passcode.

Account Number

Your account number should be located on your Xfinity bill or online account.

Xfinity Mobile Security PIN

You can request your Xfinity Mobile Security PIN online. Find out how.

Using The Voicemail System

The voicemail system is menu driven. Listen to the voice prompts and then press the keys on your phone to select the appropriate option.

Accessing Voicemail:

The first time you access your voicemail box you will be asked to set up your mailbox, and record your name and a greeting to be played by callers. When you have one or more unheard voice messages waiting, your phone will display a solid red light on the top of your phone.

From Your Phone:

• Press the Messages button or dial *99.
• Enter your voicemail password.
• If you have new messages, the messages will be identified.
• After hearing any new messages, you will be presented with the Voicemail Main Menu. The Main Menu options are listed below.

From Another Phone:

• From an external phone, dial 910-845-9940.
• When prompted, enter your 10-digit number.
• When prompted, enter your voicemail password + #.
• If you have new messages, the messages will be identified.
• After hearing any new messages, you will be presented with the Voicemail Main Menu. The Main Menu options are listed below.

Voicemail Main Menu:

Message Playback Options:

While listening to your voicemail messages, the following options are available:

Forwarding A Message:

While listening to messages, you can send a copy of the message to another recipient.

• Enter an extension number or Distribution Group Number. Repeat this step until you’ve entered all the desired destinations.
• Press # when finished entering destinations.
• You will be prompted to record an introduction.
• After the tone, record your introductory message and press # when finished.
• Press # to send or press 1 for delivery options, followed by # to send. Delivery options include the following:

Replying To A Message-Dialing The Originator:

• While listening to a message, you can call the person back by pressing 4 and selecting option 1. This capability will not work if the voicemail system was not able to identify the Caller ID information when the original voicemail was received or if your phone is configured with call restrictions which prevent you from calling the originator’s number.

Changing Your Voicemail Password:

• Access your voicemail box.
• From the Main Menu, press 4 to change your settings.
• Press 3 for security options.
• Press 1 to change the PIN.

Recording Your Personal Greeting:

• Access your voicemail box.
• From the Main Menu, press 3.
• To set up a personal greeting press 1.
• To setup a system generated greeting or to change the recording of your name, press 3.
• To change the greeting that callers hear when you’re busy, press 5.
• If you don’t record a personal greeting, a generic greeting will be played.

• Mass Announcement User Guide

Instructions to Battery Backup Replacement

Telephone service provided via the cable system using a cable modem or via the fiber optic network using an Optical Network Terminal (ONT) rely on electricity to work properly. These units are equipped with a battery to provide backup power for a limited time should there be a power outage. To ensure continued access to telephone service in the event of a power outage, we recommend that you check your battery on a regular basis. Instructions for testing and replacing backup batteries may be found by visiting one of the links provided below.

Cable modem customers may purchase a backup battery from any FOCUS Broadband retail location and perform a self-install. Backup batteries for Fiber ONTs must be replaced by an FOCUS Broadband technician. To schedule a professional installation for your backup battery or for additional information about testing and replacing your backup battery, please contact us at 910-754-4311.

• Battery Replacement Instructions for Fiber Optic ONTs
• Battery Replacement Instructions for Cable Modems

• Quick User Guide

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Billing Payment Options & Policies

Payment Of Bills

FOCUS Broadband has four (4) billing cycles each month. Payment is due approximately 20 days after the bill cycle date. Refer to your billing statement for exact payment due date. If your bill is being paid by monthly bank draft or automatic credit card payment, refer to the front page of your bill for the date of draft or draw.

Unpaid Accounts:

Nonpayment of any portion of your FOCUS Broadband bill may result in interruption or disconnection of any and all services. You are liable for payment for all services rendered by FOCUS Broadband and billed to your account. It is your responsibility to mail or make payment in a timely manner to ensure receipt by FOCUS Broadband on or prior to the due date. If your account is unpaid on the due date, you may receive a call from our automated messaging system or an FOCUS Broadband representative reminding you to pay your bill immediately to avoid disconnection of any and all services. If you know that your payment will be late, call our Financial Services department at 910-755-1645 to discuss available payment arrangements. FOCUS Broadband may, at its discretion, submit your unpaid account to a third-party collection agency, which may result in a negative impact on your credit history or credit score.

Ways to Pay Your Bill

Online at My Account:

Visit My Account to pay by MasterCard, Visa, Discover, bank draft, or electronic Check. Access to My Account requires a username and password. Call 910-754-4311 to sign up.

Automatic Credit/Debit:

Set-up recurring monthly payments by MasterCard, Visa, or Discover at My Account or by calling Financial Services at 910-755-1645.

Automatic Bank Draft:

Recurring monthly payments by draft on your checking or savings account can be set up through My Account, calling FOCUS Broadband Financial Services at 910-755-1645 or downloading and completing the Authorization Agreement for Prearranged Payments form with the appropriate information. Send it to our business office (FOCUS Broadband Financial Services PO Box 3198, Shallotte, NC, 28459) along with a voided check. After this information has been submitted to and approved by your bank (approximately 30 days) your following month's bill will be drafted. On the front of your bill statement you will find a draft confirmation statement that includes the date that your account will be drafted.

By Phone:

Call 910-754-4311 or 888-367-2862 to make a payment using FOCUS Broadband's 24-Hour Automated Payment system. Using your MasterCard, Visa, Discover or electronic Check, pay your total statement balance, past due amount, or other amount. No convenience fee, and instructions are provided in English and Spanish.

By Mail:

Make your check payable to FOCUS Broadband and send it to: FOCUS Broadband Financial Services, PO Box 3198, Shallotte, NC, 28459

In Person:

Haz clic aquí para reconectar los servicios en español

Reconnect after DNP (Disconnect for Non-Payment)

Online at My Account

Go to My Account and make an online payment that matches or is greater than your past due amount. Click the “Yes” button to reconnect services. My Account online services require a username and password. Pay by Mastercard, Visa, Discover, or electronic Check. Sign up by calling 910-754-4311.

By Phone

Call FOCUS Broadband's 24-Hour Automated Payment system at 910-754-4311 or 1-888-367-2862 and make a payment that matches or is greater than your past due amount. Follow the prompts to reconnect services. One $5 reconnection charge will be added to your next bill statement. No convenience fee, and instructions are provided in English and Spanish.

In Person

Visit one of our locations to make your payment by Mastercard, Visa, Discover, or Check and request reconnect.

Service Reconnection Charge

FOCUS Broadband charges a $5 fee to reconnect service.

Reconnect after Vacation Disconnect

Vacation Disconnect service is intended as a temporary, money-saving option for customers who wish to suspend their services during a time period in which the services will not receive daily use. Temporary suspension of services through the Vacation Disconnect option is permitted no more than 4 times per calendar year and for a total of no more than 180 days per calendar year. You retain your telephone number and when you are ready, all services are reconnected the same day as you make the request. There is no disconnect/reconnect charge when you use the account management site, My Account. For more information or to enroll in My Account, call FOCUS Broadband Customer Service at 910-754-4311. Note: Accounts suspended more than 180 days will result in all services on your FOCUS Broadband account being returned to active status where billing will continue at regular rates.

Online at My Account

Go to My Account and follow the prompts to reconnect services. My Account online services require a username and password. To register, call My Account Customer Service at 910-754-4311, Monday-Friday, 8am-6pm. There is no charge to reconnect after Vacation Disconnect online at My Account.

By Phone

Call Customer Services at 910-754-4311 between the hours of 8:00am-6:00pm, Monday-Friday to request reconnect. One $20 reconnection charge will be added to your next bill statement.

In Person

Visit one of our locations to request reconnect. One $20 reconnection charge will be added to your next bill statement.

Federal and State Fees, Taxes, Surcharges

Federal Subscriber Line Charge (SLC)

A flat monthly charge, established by the Federal Communications Commission (FCC), assessed directly to customers to help local telephone companies recover some of their costs in constructing and maintaining the local network. The SLC is part of the FCC's campaign to promote competition in the U.S. telecom industry and reflects its intent to make end-user customers more directly responsible for these costs.

Federal Access Recovery Charge (ARC)

The ARC is a charge that was adopted by the FCC as a part of its reforms to intercarrier compensation. The ARC may be billed as a separate charge or billed in combination with the SLC. The FCC sets the rates for the ARC each year.

Federal Universal Service Charge (FUSC)

The federal government established national programs to support universal telephone service. The federal Universal Service Fund assists with the costs of providing "affordable" services to low-income individuals and to residents in rural, high-cost areas. In addition, Congress has expanded the program to help schools, libraries and rural health care providers obtain advanced services, such as Internet access. All providers of telecommunications services contribute to the support of these programs. The amount of monthly FUSC on your bill depends on the services you order and the number of telephone lines you have.

Federal Excise Tax

A federal tax that applies to local telephone service billed separately from long distance service. See I.R.S. Publication 510 at www.irs.gov for more details.

NC Telecommunications Tax

North Carolina Sales tax imposed on telecommunications services. NC G.S. 105-164

E911 Charge

A state/local government fee used to fund emergency 911 services, such as fire and rescue.

Telecommunications Relay Service Surcharge

A state charge used to fund relay centers and special equipment that assist hearing- and speech-impaired persons to communicate over the national telecom network. NC G.S. 62-157

Haz clic aquí para obtener el descuento Lifeline en español

Lifeline is a federal benefit that lowers the monthly cost of phone or Internet service for eligible customers.

If you are a low-income consumer and need help paying for phone service or broadband internet service, you may be eligible to participate in the government Lifeline benefit program.

Lifeline reduces what you pay for residential landline telephone service or residential broadband internet service per month. Those eligible for Lifeline can apply their benefit to any voice service or residential broadband service FOCUS Broadband offers whether standalone or bundled with other services. You may qualify to receive Lifeline if your household income is at or below 135% of the Federal poverty guidelines or you receive any of the following benefits: Federal Public Housing Assistance (FPHA), Medicaid, Supplemental Nutrition Assistance Program (SNAP), Supplemental Security Income (SSI) Veterans Pension and Survivors Benefit Programs, or certain Tribal programs.

If you qualify for Lifeline, you will be eligible to receive a monthly benefit of up to $9.25 per month towards basic residential landline service or residential broadband internet service.

To see if you are eligible for program enrollment, complete the National Verifier Form available at the Universal Service Administrative Company’s (USAC) official Lifeline website. If you are approved to receive Lifeline benefits, you will need your verification information when applying for service. Bring a printed copy of your verification form in person, or have your application details available when contacting FOCUS Broadband customer care at 888-367-2862.

Lifeline assistance is limited to one benefit per household and available on one service only per household, whether wireless, landline or broadband. Lifeline is non-transferable between individuals. If you are currently receiving Lifeline assistance through another provider you are permitted to transfer your benefit to your FOCUS Broadband residential broadband or residential telephone service. To initiate a transfer of your Lifeline benefit to your FOCUS Broadband residential broadband or telephone service, please contact FOCUS Broadband customer care at 888-367-2862.
 

May not be available in all areas.

Haz clic aquí para acceder a su cuenta

Administre fácilmente su cuenta en línea en Mi Cuenta. Se requiere un nombre de usuario y contraseña. Para registrarse, llame al Servicio al Cliente de FOCUS Broadband al 910-754-4311, de lunes a viernes de 8am - 6pm y sábados de 9am - 5pm.

Aceptamos tarjetas de crédito Mastercard, Visa y Discover. También puede usar su tarjeta de débito VISA.

Ir a Mi Cuenta

With My Account, you can easily manage your account online. A username and password is required. To register, call FOCUS Broadband Customer Service at 910-754-4311, Monday-Friday, 8am - 6pm and Saturday 9am - 5pm.

Click here to watch a video tutorial on My Account

We accept Mastercard, Visa, and Discover credit cards. You may also use your VISA debit card.

Go to My Account

Haz clic aquí para Funciones de Mi Cuenta

Make a Payment

View and pay your bill using Mastercard, Visa, Discover, bank draft, or electronic Check.

Set Up Automatic Monthly Payments

Your bill statement amount can be automatically charged to your Mastercard, Visa, or Discover, as well as automatically drafted from your checking or savings account. To change your credit card information or discontinue this payment method, click on the “Account Settings” tab.

Reconnect service after DNP (Disconnect for Non-Payment)

Make an online payment that matches or is greater than your past due amount. Click the “Yes” button to reconnect services. Pay by Mastercard, Visa, Discover, or electronic Check

Service Reconnection Charge

FOCUS Broadband charges a $5 fee to reconnect service.

Vacation Disconnect/Reconnect

• At My Account, follow the prompts to place your account in Vacation Disconnect/Reconnect status. There is no charge to (Vacation) disconnect/reconnect through a My Account session.
• Vacation Disconnect allows you to temporarily disconnect your FOCUS Broadband services four times and for a total of up to 180 days within one 12-month calendar year. During the time your account is in Vacation Disconnect status, you pay a reduced rate for your FOCUS Broadband services. You retain your telephone number and when you are ready, all services are reconnected the same day as you make the request. There is no disconnect/reconnect charge when you use the account management site, My Account. For more information or to enroll in My Account, call FOCUS Broadband Customer Service at 910-754-4311.

Review and print your bill statements and toll calls

• Review and print your current and previous bill statements.
• Review your toll calls, download and print in PDF or Excel formats.

Review Equipment and Services

Review a list of the FOCUS Broadband equipment and services of which you subscribe.

Manage Account Information

Make changes to your account information settings, passwords, credit card, or bank draft information.

Go paperless with E-Bill

Sign up to review your monthly statement at My Account and discontinue receiving a mailed bill statement. You will receive an email notification when your bill is ready to review. Call 910-754-4311 to sign up.

Not Yet Registered?

Please call our Customer Service Center at 910-754-4311 to register a username and password that will allow access to our secure site. Call Center hours are Monday - Friday, 8am - 6pm and Saturday 9am - 5pm. You may also register in person at any of our retail locations.

Haz clic aquí para Ayuda con la contraseña de Mi Cuenta

Initial Password Setup:

• When My Account is first set up, you must create your password via a link sent by email. This link expires after 12 hours.
• Password requirements: 10 to 64 characters, including characters from at least 4 of the following categories: lowercase letters (a-z), uppercase letters (A-Z), numbers (0-9), and special characters (e.g., ! @ # $ ^ & * ~ ` : ; % /).

If You Forgot Your Password or Need to Reset It:

• Go to the My Account login page on focusbroadband.com.
• Click "Forgot Password."
• Enter your Account Number and User ID, then submit.
• You will receive an email with a password reset link.
• The reset link expires after 15 minutes.
  • Follow the link, enter your Account Number and User ID again, then enter and confirm your new password.
• Troubleshooting Password Reset Issues:
  • If you do not receive the reset email, verify the email address on file in My Account.
  • Check if your account is locked (it unlocks automatically after 15 minutes or can be unlocked by a representative with your FOCUS Broadband account password (CPNI Password)).
  • Check your spam or junk mail folder.
  • Ensure you enter your username with correct case sensitivity.
  • Try using a different web browser.
  • If needed, request a new password reset email from Customer Care.
• Updating Password After Login:
  • Once logged in, you can update your password under the Settings tab, Account Information.

My Account automatic bank draft set up instructions.

The Settings drop down menu has a new option called “Bank Account”. Here you will be able to add, change or delete bank account settings.

• Account Type (Checking or Savings)
• Name on Account
• Name of Bank
• Bank Routing Number (only 9 digits). The bank routing number is verified to be valid using a standard set by the banking industry. Invalid routing numbers will give the error:
  • The routing number you have entered appears to be invalid
• If you bank with a credit union, the following instructions will be provided:
  • Account number is followed by the symbol.
  • Credit Union Members: Use the full account number from your check, not your member number. Include all leading zeros, omit any spaces or characters. ex: 0000123400
• “Bill This Bank Account Each Month” - Check this box for recurring bank draft.
  • This checkbox will be disabled if you have a recurring credit card already setup. If this box is checked for bank draft then the checkbox on the credit card page will be disabled.
  • This checkbox will be disabled If you have a My Account “Virtual check” block.
• Change bank account – Once you have saved your account information, you may update any field and click “Save” again.
• Delete bank account – You may delete a banking account by clicking the “Remove Bank Account” button.

• Check box “Save this payment method” - This box can be checked to save your bank account information.
• Check box “Bill This Bank Account Each Month” – To be used for recurring bank draft.
  • This checkbox will be disabled if you have a recurring credit card already setup.
  • This checkbox will be disabled If you have a My Account “Virtual check” block.
• Then you go to make a payment with a saved bank account, the account information will already be completed.
• A saved bank account can only be edited from the Account Settings / Bank Account Info page.
• You can still make a payment using a different bank account by overwriting the information on the payments page.

Notes:

• If you choose “Bill this bank account each month”, then you are choosing to have your monthly bill automatically drafted each month. The full amount due listed on your most recent statement will be drafted on the bill due date each month.
• You can make a one time payment of any amount at any time by utilizing the “Make A Payment” option and NOT checking the box labeled “Bill this bank account each month.”