Customer Service
We're committed to keeping you connected with reliable support when you need it.
As your local provider, we understand that connection issues can happen at any time. That's why we've assembled this guide to help you quickly resolve common problems with your Internet, TV, and Phone services.
Can't find a solution here? Our Central Illinois team is ready to assist you personally and responds to all service requests within 24 hours.
Internet Troubleshooting
If you're experiencing a complete loss of internet connection, follow these steps:
- Check if the power light on your modem/router is on. If not, ensure it's plugged in and the power outlet is working.
- Perform a power cycle:
- Unplug your modem and router from power
- Wait 60 seconds
- Plug in your modem first and wait until all lights stabilize (about 2 minutes)
- Then plug in your router and wait until it fully boots up (about 2 minutes)
- Check all cable connections to ensure they're secure and not damaged.
- Try connecting a computer directly to the modem with an Ethernet cable to determine if the issue is with your WiFi or the internet connection itself.
- If these steps don't resolve the issue, contact our 24-hour technical support team.
If your internet is running slower than usual, try these solutions:
- Run a speed test at speedtest.net to verify your current connection speed.
- Check how many devices are connected to your network. Multiple devices streaming, gaming, or downloading can affect your speed.
- For wireless connections:
- Move closer to your router
- Reduce interference by moving your router away from other electronic devices
- Try switching between 2.4 GHz and 5 GHz wireless bands if your router supports both
- For wired connections, ensure you're using Cat5e or Cat6 Ethernet cables for best performance.
- Restart your computer and your networking equipment.
- If speed issues persist, contact our technical support for further assistance.
If you're experiencing poor WiFi coverage in certain areas of your home:
- Place your router in a central location, away from walls and metal objects.
- Ensure your router is elevated (on a shelf or desk) rather than on the floor.
- Update your router's firmware to the latest version.
- Consider adding a WiFi extender or mesh network nodes for larger homes.
- Ask about our optional whole-home WiFi system for seamless coverage throughout your house.
Still having issues with your internet service?
Cable TV Support
Need to find a specific channel or check what's included in your package?
- View our complete channel lineup by package:
- Basic (Channels 2-21 & 90s)
- Expanded Cable (Basic plus 80+ channels)
- Digital Pac (Channels 302-491)
- Premium movie channels (HBO, Cinemax, Showtime, Starz/Encore)
- View our channel guide here.
- Use your on-screen guide for up-to-date program information.
If you're experiencing no picture or poor signal quality:
- Check if the issue affects all channels or just specific ones.
- If only certain channels are affected, it might be a programming issue.
- If all channels are affected, continue with the steps below.
- Ensure all cable connections are tight and secure at both the wall outlet and your TV/receiver.
- Restart your cable box or DVR:
- Unplug the power cord from the electrical outlet
- Wait 30 seconds
- Plug the power cord back in
- Allow the box to fully restart (may take several minutes)
- Check that your TV is set to the correct input source (HDMI, Component, etc.).
- If you have multiple TVs, check if the issue is occurring on all of them.
Digital HD DVR ($15.95/month)
Your DVR can record up to 2 channels simultaneously and store approximately 90 hours of recordings.
Common DVR Questions:
- How to schedule a recording: Use your on-screen guide to navigate to the program you want to record, highlight it, and press the "Record" button on your remote.
- Setting up a series recording: Select a show in the guide, press "Record," then choose the option for "Record Series" to capture all episodes.
- Accessing recorded programs: Press the "DVR" or "List" button on your remote to view your recordings.
- Managing storage space: Regularly review and delete watched recordings to free up space for new content.
Digital Receiver ($4.95/month)
Your Digital Receiver provides access to the on-screen guide and digital channels but does not have recording capabilities.
Need assistance with your Cable TV service?
Digital Phone Support
Managing your digital phone service is easy with our Voice Portal:
Forgot Your Password?
You can reset your password in a few simple steps:
- Visit our Voice Portal Password Reset page: https://novacablevision.ucvoiceportal.com/portal/PasswordReset.aspx
- Enter your registered email address
- Follow the instructions sent to your email to create a new password
Voice Portal Features
Once logged in, you can:
- Set up voicemail to email delivery
- Configure simultaneous ringing with your cell phone
- Manage call forwarding settings
- Set up call blocking for unwanted numbers
- Access voicemail messages
If you're experiencing issues with your digital phone service:
No Dial Tone
- Check that your phone is properly connected to the phone adapter/modem.
- Ensure the phone adapter has power (power light is on).
- Restart your equipment:
- Unplug the power from your phone adapter
- Wait 30 seconds
- Plug it back in and wait for it to fully restart
- Try a different phone if available to determine if the issue is with the phone or the service.
Need help with your Digital Phone service?
Billing Support
Payment Options
- Online: Make secure payments through our customer portal
- By Phone: Call (800) 397-6682 to make a payment
- Auto-Pay: Set up automatic monthly payments from your bank account or credit card
- By Mail: Send checks to our Galesburg office
- In Person: Visit our office during business hours
Understanding Your Bill
Your monthly statement includes:
- Monthly service charges for each service
- Equipment rental fees (if applicable)
- One-time charges or credits
- Taxes and regulatory fees
- Payment history
Have a question about a specific charge? Our customer service team is happy to explain any item on your bill.
Service Changes
Want to upgrade, downgrade, or modify your services?
- Call our customer service team to discuss available options
- Ask about current promotions and bundle discounts
- Service changes typically take effect on your next billing cycle
Billing Questions
Common billing questions we can help with:
- When is my payment due?
- How do I update my payment method?
- Can I change my billing date?
- Why did my bill amount change?
Have questions about your bill or need to make a payment?