FAQs
Need Help? Start with These Common MTC Support Questions
Looking for answers about your MTC internet, phone, or TV service?
Our FAQ section covers everything from slow speeds and router resets to service availability and account billing. Start here before reaching out — you might solve the issue in minutes.
Jump to FAQ Topics:
Internet FAQs
Do I have to be a cable subscriber to have high-speed internet?
You do not need active television service, but an active cable line is required.
What is cable modem service?
Cable modem service is high-speed internet access through the cable line.
How do I make my property wireless?
MTC Cable provides a robust suite of Managed Wi-Fi Solutions to cover your whole home or business
Is there an agreement to be signed for this service?
No, MTC does not require contracts for internet service.
Can I stream video and do gaming on the internet?
Yes, and we recommend contacting the MTC Business Office to discuss which internet package will best meet your needs.
Can I manage my MTC email account password?
No, the MTC Business Office must be contacted to change your email password.
Can I check my MTC email from anywhere?
Yes. You will be asked to enter your username and password.
How can I add additional MTC email addresses to my account?
Contact the MTC Business Office toll-free at 1-877-727-2288 during normal business hours.
If the cable goes out, does my internet service go out also?
Yes, both services use the same cable line. Please contact repair at 1-877-727-2288.
Can I control who uses my internet?
Yes, access control is available through the MTC CommandIQ Managed Wi-Fi mobile app. Password-protected access also helps prevent unauthorized use.
Can I watch TV at the same time as using the internet?
Yes.
Can I disconnect the internet while I am away?
Yes. The modem can remain at the location for no charge. Please note: a service reconnection fee will apply when you return.
Is there someone available for help when the office is closed?
Yes. Internet Support is available 24/7 by calling 1-800-444-9338. During regular business hours, please call our Customer Service Team at 845-586-2288.
Additional Information
Terms of Service
MTC Broadband does not guarantee the performance of unsupported peripheral devices connected to the network. MTC strives to provide the best possible internet connectivity and works continuously to ensure compatibility with new consumer products. Some devices use non-standard port settings or network configurations that may interfere with service.
Unsupported Devices
Many newer devices use ports or settings designed for network administrators or security functions. MTC cannot guarantee performance for unsupported devices, but we are always working to improve compatibility.
Disclaimer
We recommend regularly backing up all your important data.
TV FAQs
General Cable Television FAQs
How do I view the programming information?
You can press the “Guide” button on your remote to view programming. If you press the “Info” button on a specific channel or time, you'll get a description of the show.
My set-top box won’t turn on. What can I do?
Make sure the set-top box is plugged in and the outlet has power. The box may be updating—wait a few minutes and try again. You can also try pressing the power button on the front of the box, and check the remote’s batteries.
My remote doesn’t seem to be working. What can I do?
Ensure there are no obstructions between the remote and the set-top box. Press the “Cable” button on the remote to make sure it's set to control the box. If needed, replace the batteries.
Why isn’t the picture the same size as my TV screen?
Standard TVs should have the set-top box set to 480i. For HD TVs, the resolution should be set to 1080i or higher.
I don’t have a picture on my TV. What can I do?
Ensure both the TV and the set-top box are powered on.
How do I access the Parental Controls menu?
- For TiVo Subscribers:
- Press the TiVo button at the top of the remote.
- Click the Menu option.
- Scroll to Settings → Parental and Purchase Controls.
- For Legacy Set-Top Subscribers:
- Press the “MENU” button, highlight the “House” icon, and press “OK”.
- Highlight “Parental Controls” and press “OK”.
- You’ll be prompted to create a 4-digit PIN and confirm it. Be sure to record your PIN.
- You can now block channels individually or by category through the “Parental Controls” menu.
High Definition (HD) FAQs
What do I need to get MTC HD service?
You’ll need a compatible HD set-top box and an HD-capable programming package. For the best experience, we recommend using an HD television.
Will all of my programming be in HD?
No. Only content produced in HD will be shown in HD.
How do I know what channels are in HD?
Press the “Guide” button and navigate to the 400 channel range to view HD channels.
Digital Video Recorder (DVR) FAQs
What is DVR service?
DVR service lets you record your favorite shows, rewind or pause live TV, and fast forward through recorded content. You’ll need a DVR-enabled set-top box from MTC.
Watch TV Everywhere (WTVE) FAQs
What is WTVE?
WTVE allows you to watch MTC programming on devices like desktops, laptops, tablets, or phones.
How do I get WTVE?
- Visit https://www.watchtveverywhere.com/index.php
- Select “MTC Cable” as your provider.
- Click “Register.” You’ll need your account number and the last name on the account (as shown on your bill).
- Complete the registration form and check your email for the activation link.
- You may register up to 4 users per account. The first must be the account holder, age 18 or older.
How do I access WTVE?
Go to https://www.watchtveverywhere.com/index.php?s=mtc010, log in, and select a TV network to watch available programs.
How much does it cost and how does this affect my mobile data plan?
WTVE is free with your MTC TV subscription. However, streaming uses data, so check with your mobile carrier to avoid overage charges if you have a limited data plan.
How many devices can I use?
You can use unlimited devices, but only 4 users may register per account. Some networks may restrict simultaneous streaming.
What programs are available on WTVE?
Availability depends on the network. For example, CNN may offer live content while TBS may only offer full episodes. MTC is working to expand available programming.
Why aren’t all programs available on WTVE?
Some networks don’t have the rights to stream all content to non-TV devices. Content availability depends on the specific licensing agreements.
Moving?
What if I’m planning a move?
Contact MTC Cable at least 2 weeks before your move to see if service can be transferred. If you're moving out of the MTC Cable service area, return all equipment to the MTC Business Office at 579 Main Street in Margaretville.
Phone FAQs
Having trouble with your telephone service?
Before calling, check your phone equipment to rule out any connection issues. If the problem persists, contact MTC Repair at 1-877-727-2288.
What is Cable Telephone?
Cable Telephone is a digital phone service that works just like traditional telephone service. It includes unlimited long-distance calling within the United States and a full suite of calling features — all for one low monthly rate.
Can I keep my current phone number with Cable Telephone?
Yes. If your local number can be transferred to a new carrier, you will be able to keep your current number.
Do I need to buy any special equipment?
No. You can use the phones you already have. An MTC technician will handle the setup during your installation.
How many phones can I connect to Cable Telephone?
Up to five phones can be connected. Cable Telephone works with most existing phone equipment — except rotary phones — and no additional hardware is required.
Can I connect a fax machine or alarm system to the Cable Telephone system?
Yes. Most newer fax machines and alarm systems are compatible. However, we recommend checking with your alarm system provider to confirm specific requirements.
How do I make long distance or international calls?
There’s no change in how you dial. Long-distance calls within the U.S. are included with Cable Telephone. For international rates, please contact MTC or visit the international rates page.
Can I use a calling card for international calls?
Yes. Calling cards can still be used for international dialing.
Can I call 911 with Cable Telephone?
Yes. Full 911 support is available.
What happens if there’s a power failure?
Cable Telephone is designed to work for up to 8 hours during a power outage. However, you’ll need a traditional wired phone, as most cordless phones require power to operate.
Can I use my internet and talk on the phone at the same time?
Yes. The MTC modem supports simultaneous internet and voice service.
Billing & Account FAQs
How can I pay my MTC bill?
You can pay your bill online through SmartHub, by mail, by phone, or in person at the MTC Business Office at 579 Main Street in Margaretville, NY.
What is SmartHub?
SmartHub is MTC’s online account management tool. You can use it to view and pay your bill, track usage, and report service issues.
How do I sign up for SmartHub?
Visit mtctelcom.com and click the SmartHub link to register. You’ll need your MTC account number and the last name on the account.
Can I set up automatic payments?
Yes. SmartHub allows you to enroll in Auto Pay using a checking account or credit/debit card for hassle-free monthly payments.
Can I go paperless?
Yes. When you sign up for SmartHub, you can choose to receive electronic billing statements via email.
What if I forget my SmartHub password?
Go to the SmartHub login page and click “Forgot Password” to reset it. You’ll receive an email with instructions.
When is my payment due?
Payment is due by the date shown on your monthly bill. Late payments may result in a late fee or service interruption.
Will I be notified before a service interruption for non-payment?
Yes. MTC will send reminders before disconnecting service due to non-payment. Make sure your contact information is up to date.
Can I pay someone else’s MTC bill?
Yes, as long as you have their account number. Payments can be made in person, by phone, or online through SmartHub.
Who do I contact with billing questions?
You can reach our Customer Service Team during business hours at 845-586-3311 or toll-free at 1-800-586-3387.
Seasonal & Vacation FAQs
Can I put my MTC services on hold while I’m away?
Yes. MTC offers Seasonal and Vacation Hold options for second homeowners or customers planning an extended time away.
What happens when I use Seasonal or Vacation Hold?
Your services are suspended without being fully canceled. You keep your phone number, modem, set-top box, DVR recordings, and other equipment. When you return, we’ll reconnect your Internet, Phone, and TV services so everything is ready to use.
Is there a fee for Seasonal Hold?
Yes. A minimal monthly fee applies to retain your phone number and equipment. Seasonal/Vacation Hold is billed on a monthly cycle. Taxes and other fees may also apply.
Are there any restrictions?
Yes. Lifeline plans are not eligible for Seasonal Service. Reconnection fees apply when reactivating service.
How do I request Seasonal or Vacation Hold?
Just call our Customer Service Team at 1-877-727-2288. Let us know your desired start and return dates, and we’ll take care of the rest.
Power Outage FAQs
What happens to my MTC services during a power outage?
MTC's telecommunications network is engineered with backup power systems including long-term battery and generator support. While the network typically remains operational during outages, your in-home services may go down if your equipment (e.g., modem, cordless phone, router) does not have its own battery backup.
How can I keep my MTC services running during an outage?
MTC recommends the following:
- Use a corded phone, which does not require power like cordless phones do. These are available for purchase from MTC.
- Install a battery backup (UPS) from brands like APC™, CyberPower™, or Tripp Lite™ to keep your modem/router running.
- For extended outages, consider a whole-home generator from companies like Generac™, Cummins™, or Kohler™.
Will my cordless phone work during a power outage?
No. Cordless phones require electricity. We recommend using a corded phone plugged into a battery-backed modem.
Do my MTC Phone and Broadband services stay active during a power outage?
Yes — the MTC network remains active. However, your home equipment must be connected to a battery backup or generator for service to continue functioning.
Does my TV service stay active during a power outage?
Yes, if your set-top box is connected to a battery backup or generator.
How long will my services last with a battery backup?
Typically, 5–8 hours depending on the type of equipment and whether it's in use or idle.
What is the lifespan of a battery backup?
Most battery backup units last 5–8 years. It’s recommended to test your unit regularly to ensure it's functioning properly.
I have a whole-home generator. Will my MTC services stay active during a power outage?
Yes — as long as the generator powers the circuit your MTC equipment is connected to. Double-check this with your electrician during installation.
Can I use my cell phone during a power outage?
Yes. While MTC doesn’t provide mobile service, most cellular networks are required by the FCC to have backup power at their towers for 2–4 hours of continued operation.
Does MTC need access to gated or locked properties during outages?
Yes. To assist with service restoration or maintenance during emergencies, MTC may need property access. If your property has a gate or chain, we encourage you to provide MTC with a key, code, or lock combination. If MTC cannot access the property, we may need to remove or cut a chain to proceed with repairs — and will secure it afterward.
Fiber-Optic FAQs
What is fiber?
Fiber is a wiring technology that uses strands of glass or plastic to transmit data as pulses of light. These strands are incredibly thin—about the width of a human hair—and are bundled together to create fiber-optic cables. Fiber enables faster, more reliable internet, video, and phone service over longer distances compared to traditional copper wiring.
What is a fiber-optic network?
A fiber-optic network delivers service using optical fiber cables that connect directly from MTC’s central office to your neighborhood or home. The fastest type, called Fiber to the Home (FTTH) or Fiber to the Premises (FTTP), uses 100% fiber connections to deliver the highest quality service directly to homes and businesses.
What are the benefits of MTC’s fiber services?
- Faster Speeds: Enjoy up to 1 Gbps symmetrical speeds (both download and upload).
- Better Streaming: Fiber supports smooth video and game streaming with less buffering and faster load times.
- More Devices: Fiber bandwidth can support homes with many connected devices.
- Enhanced TV and Phone Services: Includes TiVo™ features and bundled phone options.
- Weather Resistant: Fiber is more durable and less affected by extreme temperatures or electromagnetic interference than copper.
How reliable is fiber during power outages?
MTC fiber installations include battery backup at the exterior of your home, offering up to 8+ hours of network resiliency. Additional battery units are available for extended coverage during outages. For more information, see the Power Outage FAQs.
Is fiber service available in my area?
MTC’s fiber network is expanding. Call 1-877-727-2288 to find out if fiber service is available at your address.
Test Your Speed
To properly test your speed, please use a wired internet connection. Please note: Wi-Fi speeds can fluctuate due to distance, device capability and number of devices using the current Wi-Fi network.
For all speed packages please download the appropriate Speed Test App.