Answers, Support and Quick Links
Here are answers to the most frequently asked questions about MLGC billing, network support, TV, phone and Internet services. Instructions for WatchTVeverywhere are also included under the Television section.
Frequently Asked Questions and Answers
MLGC is an acronym that was derived from our two telephone companies of Moore & Liberty and Griggs County Telephone Companies.
1. What does Fiber to the Home provide the customer?
MLGC’s Fiber to the Home (FTTH) upgrades the current plant facilities immensely. It will allow MLGC to deliver and improve the customer’s Voice (Telephone), Video (Cable TV), and Data (Internet) services.
2. When will MLGC customers be receiving FTTH?
MLGC currently offers FTTH in the communities of Cooperstown, Binford, McHenry, Finley, Enderlin and Sheldon along with areas of Kindred residences and businesses.
3. Who does FTTH affect?
Every home and business within the communities listed above receive fiber cable brought to their premise and a new Network Interface Device (NID). The NID is an electronic device that connects the telephone line to the local loop.
4. What does the NID look like?
The NID will be located on the outside of your home. There will be an additional box installed inside your home or business which will power the unit. It will also contain a back-up battery in the event of a power outage. MLGC’s contractor, Mascomm, will contact the customer to schedule a date and time for the installation of the additional box inside the house.
5. Is an electrical outlet needed?
Yes the box which will be installed at the customer’s home or business will need access to an electrical outlet, which will act as its power source. The amount of electricity used is extremely small.
If the box should lose contact with its power source, the power supply will supply power for a limited amount of time, then all services will be lost until power is restored to the box.
6. How long does the installation process take?
The time required for each installation will depend upon the services requested. For instance, if the customer requests telephone only, installation time will be less than if the customer requested telephone, Cable TV and Internet to be installed.
7. Does the customer have to pay a setup or installation fee?
No, MLGC will be covering the cost of the FTTH and the box. However, if the customer does decide to add a service such as Internet or Cable TV, an activation fee may apply. There will be no cost to MLGC customers for the installation of FTTH.
8. Will MLGC offer Pay-Per-View Channels?
No, not at this time.
9. How many TVs can be connected inside the house to the FTTH?
All TVs in the house can be connected. MLGC will make sure your TV cable outlets are operational with the FTTH.
10.Is there any equipment to purchase?
No. All of the customer’s current equipment will work in conjunction with the FTTH. There will be no equipment to purchase. Video equipment is required to view programming of the Cable TV. MLGC has Digital Video Recorders (DVR) and HD receivers for monthly lease.
11.How does a residence/business sign up for new services?
During this time, the customer can let MLGC know what services they’d like connected with FTTH. An MLGC employee will need to enter the home or business to complete the installation to the FTTH.
What is Lifeline?
The Lifeline Program is a federal program that provides a monthly benefit on home or wireless phone and broadband service to eligible households.
The Lifeline benefit can lower or eliminate the cost of your monthly phone or internet bill. Only one benefit is available per household; either phone service (home or wireless) or internet (home or mobile), but not both.
Who is eligible for Lifeline?
There are two ways to qualify for the Lifeline Program.
One: Income-Based Eligibility
If your household’s income is at or below 135 percent of the federal poverty guidelines, you may be eligible for a Lifeline Program benefit.
Look up whether your income qualifies on the federal poverty guidelines eligibility chart. If your income is at or below the amount listed for your household’s size and location, your household may be eligible for a Lifeline Program benefit.
Two: Program-Based Eligibility
If someone in your household participates in one of these federal programs, you may be eligible for a Lifeline Program benefit:
- Supplemental Nutrition Assistance Program (SNAP), formerly known as Food Stamps;
- Supplemental Security Income (SSI);
- Federal Public Housing Assistance (FPHA) or Section 8;
- Veterans Pension and Survivors Benefit – NEW; or
- Tribal Programs (and live on federally-recognized Tribal lands)
Notice: As of December 2, 2016, customers can no longer use the Low Income Home Energy Assistance Program (LIHEAP), Temporary Assistance for Needy Families (TANF), or the NSLP free lunch program to prove their eligibility for Lifeline.
What restrictions apply to Lifeline?
Only one Lifeline Program benefit (either wireless or landline telephone, home internet or a cell phone data plan) is allowed per household. The definition of a “household” is anyone living at an address (including children, relatives, people not related to you, etc.) who share income(s) and household expenses.
Lifeline Program Certification: Eligible customers must complete and sign a Lifeline application form, attach documentation of Lifeline eligibility, and send the completed, signed form and documentation to MLGC before any Lifeline benefits can be provided. Information required to receive Lifeline benefits include: full name, full residential address, permanent or temporary residence, billing address (if different from residential address), date of birth, last 4 digits of social security number and proof of program eligibility. Applications that are incomplete, not signed, or do not have supporting documentation of eligibility will be denied. MLGC will confirm customer’s eligibility based on customer provided documentation. MLGC will also confirm customer is eligible to receive Lifeline program benefits and is not already receiving Lifeline program benefits from another carrier. MLGC will retain the application and the documentation provided for eligibility.
Lifeline Program Recertification:
MLGC’s Lifeline Program recertification is done on an annual basis by USAC.
De-enrolling Lifeline Program Customers: MLGC Lifeline Program customers has an obligation to inform MLGC if they no longer quality for Lifeline Program benefits. Customers who become ineligible must de-enroll by contacting MLGC directly.
For more information on the Lifeline Program go to www.lifelinesupport.org
In addition to mailing or delivering your payment to the address located on your billing statement, you can also mange your MLGC account securely with our new SmartHub E-bill system. Go to https://mlgc.smarthub.coop to view and securely pay your bill online with Visa or Mastercard or from your Checking or Savings account. Make a one-time payment using the SmartHub Pay Now option, call the number on your billing statement to sign up for automatic electronic monthly payment via credit card or checking or savings account or call 1-844-210-8263 to make a payment on your bill over the phone using a credit/debit card or check using an automated system and all of your personal information will be entered by YOU. Conveniently located drop-boxes are located near the Enderlin, Finley and Cooperstown offices.
MLGC customers receive their statements on or around the 1st of the month. The due date is on the 15th of the same month. You may view your statement online with our E-bill option.
MLGC bills a month in advance, therefore your first bill may cover more than one month of service if service was installed within the previous month. Your first month’s bill may include partial charges from the day you connect service to the end of that month AND the next full month of service. Installation & equipment charges may also appear if applicable. Details of these charges are located on page 2 of your billing statement.
The State of ND mandates all telephone companies to collect this charge for each telephone line monthly. It helps to pay for the costs of establishing and maintaining a state wide Relay Service for the hearing impaired.
This charge was imposed by the FCC and has been in effect since June, 1985. This surcharge brings local service rates more in line with the actual costs and affects telephone customers throughout the United States.
MLGC provides Cable TV in all of our Cooperstown, Binford, Kindred, Northwood, Finley, McHenry, Enderlin and Sheldon areas.
If this is only happening on one TV, you may need to verify your TV is on the correct SOURCE/INPUT. The VIDEO INPUT button is located in the upper left corner of the MLGC remote. Press the VIDEO INPUT button to correct the input.
Verify that the Cable TV set top box and TV are both ON.
You can adjust the image to fill the screen by changing the aspect ratio or by using the zoom control. The aspect ratio is the relationship of the screen’s width to its depth. Standard TVs have a 4:3 aspect ratio; widescreen and HD TVs are 16:9. Most modern video sources, such as DVD players, game consoles, cable boxes and DVRs also have an aspect ratio control. Check your manual(s) for more information.
The total hours of recorded content will vary based on the storage capacity of your specific DVR model and type of content (digital SD or HD) being recorded. Recorded hours are estimated.
Model DCT6416: Standard Digital Channels- 55-100 hours, HDTV Channels- 14-21 hours
Model DCX3400: Standard Digital Channels- 80-150 hours, HDTV Channels- 20-30 hours
Model DCX3510: Standard Digital Channels- 175-350 hours, HDTV Channels- 50-60 hours. This model is an Advanced DVRHD Receiver.
If you subscribe to MLGC Cable, you can watch MLGC cable programming at home or on the go with WatchTVEverywhere. This service allows you to stream your favorite channels and programming to your tablets, laptops, smartphones, Smart TV’s and other Wi-Fi or data-enabled devices, such as Roku, Apple TV and Amazon Fire TV Sticks.
To sign up, simply visit www.watchtveverywhere.com then select “MLGC” from the TV provider drop down menu. Click on ‘register’ in the upper left hand corner to create a FREE account, user name and password. You will need the correct spelling of your last name and your MLGC account number which can be found on your MLGC monthly bill. (If you are a business, you will need to enter your full business name.) Once you have completed the registration process, you will need to check your email and click on the activation link.
Note, that some network channels only work with certain platforms. So, if you are having trouble viewing a channel on a certain device, you may want to try another type of device. Also, some channels, such as ESPN or FSN may require you to download an app such as WatchESPN to view their programming. If so, you may be required to enter your MLGC WatchTVeverywhere login information.
If you do not see a certain network on your homepage, be sure to check back often, as we are continually adding more content.
For assistance after our regular business hours simply call 1-877-893-MLGC and press option 2 to be connected to a representative.
INCOMING MAIL SERVER: mail.mlgc.com
POP3 (MLGC preferred method)
POP3 configuration may be used when a single device is used to access the email account because messages are downloaded from the server and will stay on the device until deleted. No other device will be able to view or download messages from an account that has been configured as a POP3 unless the device is setup to leave a copy of the message on the server for a given time frame.
IMAP configuration may be used when multiple devices are used to access the same email account because messages remain on the MLGC server until deleted or moved to a local folder. WARNING: STORAGE LIMITS ARE 50 MB FOR A STANDARD MLGC EMAIL ACCOUNT. If you set up your device using IMAP, be sure that all other devices are also configured for IMAP to avoid any unwanted email experiences.
If you have questions on which method is best for you please contact our office at 877-893-6542.
OUTGOING MAIL SERVER: smtp.mlgc.com
The Outgoing Mail Server does require authentication. Check the “My server requires authentication” box.
Old and NEW issues of the Website Compass Magazine can be found here: WEBSITE COMPASS ONLINE
Network management is the reasonable and nondiscriminatory enforcement of network usage policies and the management of bandwidth use and capacity. Network management includes congestion‐ and security‐protocol‐management. While maintaining its network, MLGC is also promoting the dynamic benefits of an open and accessible Internet. So, the broadband experience of MLGC’s customers will generally not be impacted by the industry‐standard network management techniques used by MLGC.
MLGC manages only the portion of the network that begins on the outside of the customer’s home up to the point where the internet traffic is handed off to the public network. MLGC does not control the equipment inside the customer premise such as routers, computers, application software, and inside wire, which can affect the performance of the broadband service. MLGC also does not control the operation of specific websites that may slow down during busy periods or the overall performance of the public internet.
MLGC manages its network in order to provide the ultimate broadband Internet service to its customers. MLGC acknowledges that bandwidth and network resources are not infinite and must be reasonably confined. In order to bring you the best possible broadband Internet experience, MLGC enforces network management policies that limit network congestion and delay while ensuring that all Internet content is treated equally and is not unlawfully blocked or degraded. MLGC’s network management practices are intended to protect the network, and MLGC’s customers, from network congestion, threats to the network, security attacks, viruses and spam. MLGC manages its network in a way that is transparent and nondiscriminatory.
MLGC has policies in place to ensure that customers are able to access the lawful Internet content of their choice, run the Internet applications of their choice and to promote the continued development of the Internet. MLGC’s network management practices are nondiscriminatory, application‐neutral, and minimally intrusive. MLGC may use one or more of the following industry standard techniques to manage its network. This list is not exhaustive:
- Monitoring the network to identify congestion, security breaches, malware or damage to the network;
- Rerouting Internet traffic to relieve congestion;
- Port Filtering;
- Additions or upgrades to increase network capacity;
- Enforcement of Acceptable Use Policy, Terms and Conditions of Service, and/or Service Agreements against customers abusing the network;
- Using security protocols to ensure authentication of customers;
- Providing resources to customer’s for identifying and reporting spam, viruses, firewall issues, and phishing schemes;
- Filtering spam;
- Preventing viruses from harming the network; and
- Thwarting denial of service attacks
Network management practices are a necessity to guard against harmful threats to the network such as network congestion, security attacks, excessive spam, and viruses. Reasonable network management practices ensure that you will have the best possible broadband Internet experience.
MLGC uses reasonable network management tools and practices that are minimally intrusive to its customers and are consistent with industry standards. In accordance with MLGC’s policies, Terms and Conditions for Service, Broadband Internet Acceptable Use Policy (“AUP”), and the Internet Service Agreement, Customers have agreed to comply with all current bandwidth, data storage, and other limitations on MLGC’s Broadband Internet services. Thus, MLGC’s tools and practices will generally impact only users that have violated the terms of MLGC’s policies, AUP, Terms and Conditions for Service, or the Internet Service Agreement. Users are also more likely to experience an impact on online experience during peak periods where congestion is prevalent.
If you, the customer, are in violation of any of the foregoing, the impact to your online experience may include, but will not necessarily be limited to, any one or all of the following:
- Notification by MLGC that you are in violation of the company’s policies, terms and conditions or agreement and given a reasonable timeframe in which to take corrective action;
- Removal or blockage of material that has resulted in the violation including, but not limited to, illegal content;
- Suspension or delay of the delivery of email if deemed excessive;
- Filtering of Internet transmissions; and e. suspension or termination of your Broadband Internet service account;
Customers could also experience longer download or upload times or slower web surfing.
MLGC’s reasonable network management tools and practices do not discriminate between applications. They are application‐agnostic. Thus, MLGC will not manage its network congestion or security protocols based on applications being used by its customers on the MLGC’s broadband Internet service. MLGC’s network management is based on current network conditions and the aggregate amount of bandwidth being used by customers.
Generally, you will have received a notification from MLGC that you have committed a violation and would have been given a period of time during which to take corrective action. If, however, your violation persists, you will discover that you are unable to access the Internet through MLGC’s Broadband Internet service. You will be unable to surf the web or conduct online activities.
If your account is suspended, you should contact MLGC and follow MLGC’s instructions for reinstating service.
No. MLGC does not manage its network based on online protocols, activities or applications that a customer uses. Rather, MLGC’s network management practices focus on current network conditions and the aggregate amount of bandwidth being used by customers.