Support2018-08-03T04:54:30+00:00

Frequently Asked Questions

Call Features2018-08-03T02:52:28+00:00

EASY-PAY
Is used to pay your bill each Month. This is the fast easy way to pay your bill. Each month an automatic debit is applied to your bank for payment.

CALL WAITING
Informs you that another party is trying to contact you while you are engaged in a telephone conversation. You can answer the incoming call and talk privately without losing the original party. You can also alternate between parties.

Activation Code: Depress: switch hook

CANCEL CALL WAITING
Allows you with a special code to shut off call waiting for one call.

Activation Code: *70

CALL FORWARDING
Allows you to forward calls from your phone to another number.

Activation Code: *72,

De-Activation Code: *73

PREFERRED CALL FORWARDING
Allows you to create a list of phone numbers that are to be forwarded when they call you. All other calls will ring your phone in the normal fashion.

Activation Code: *63

CALL FORWARDING BUSY LINE
Allows you to be on the phone when there is an incoming call it will be forwarded to a different number.

Activation Code: *90,

De-Activation Code: *91

CALL FORWARD NO ANSWER
After a set number of rings the call will be forwarded to a different number.

Activation Code: *92,

DeActivation
Code: *93

REMOTE ACTIVATION OF CALL FORWARDING
Allows you to call with an access code to activate and deactivate call forwarding.

3-WAY CALLING
Allows you to talk with two parties at the same time. Depress switch hook, call third party, depress switch hook again.

DIAL 8
Allows you to have 8 numbers preprogrammed on your telephone line.

SPEED DIAL 30
Allows you to have 30 numbers preprogrammed on your telephone line.

DO NOT DISTURB
Do not disturb will eliminate any ringing at your home, unless a PIN access number is dialed.
Activation Code: *78;

De-Activation Code: *79

CALL HOLD
Allows you to put a call on hold.

WARM LINE
If you take your phone off the hook it will automatically call a preprogrammed number after a set amount of time. This is good for individuals that may have an emergency but are unable to dial a phone.

PERSONAL RING/TEEN LINE
Allows you to have a separate number that rings in on your current line. This can be very helpful if you have someone in your household that receives allot of calls.

CALL RETURN
Allows you to dial a code and have a call automatically returned to the last party who called or attempted to call you.

Activation Code: *69

PRIORITY RINGING
Allows you to program your telephone line to ring with a special ringing pattern whenever you are called from a select list of phone numbers.

CALL TRANSFER
You have to have 3-Way calling to access call transfer. Call transfer will allow you to transfer a call to a third party.

Activation Code: Depress switch hook, *, and hang up

VOICE/DATA PROTECTION
This will stop any interruption during a phone/data conversation.

CODE RESTRICTION
Allows you to restrict any number from being called from your home.

CALLER ID
Caller ID lets you see the calling party’s phone number before you have answered the phone. A special display device is required for Caller ID.

CALLER ID BLOCKING
Prevents your phone number from being made available to the party you are calling for the duration of one call.

Activation Code: *67

CALL SCREENING
Allows you to create a list of phone numbers from which you do not wish to receive calls. Callers on your list are informed that you are not receiving calls at this time
Activation Code: *60 and follow instructions.

SPECIAL CALL ACCEPTANCE
Allows you to screen incoming calls by creating a list of phone numbers from which you are willing to accept calls. Calls which are not on your list are sent to an announcement that tells them you are not receiving calls at this time.

Activation Code: *64

CALL TRACE
Allows you to automatically request a trace of an obscene, threatening or harassing call. After receiving the call, you simply dial a special code to have the calling party’s phone number printed at the telephone company.

Activation Code: *57

VOICE MAIL RESIDENTIAL BASIC
Voice Mail will take all of your messages for you, while you are on the phone, or if you can not make it to the phone. There is no special equipment to install, and you do not have to worry about power outage. Basic Service will hold 20 messages for you and allows you a 30 second greeting with a maximum message length of 2 minutes per message.

VOICE MAIL RESIDENTIAL ENHANCED
Enhanced Service will hold 40 messages for you and allows you a 60 second greeting with a maximum message length of 3 minutes per message.

VOICE MAIL BUSINESS BASIC
Basic Business Voice Mail will hold 30 messages for you and allows you a 30 second greeting with a maximum message length of 2 minutes per message.’);”>Voice Mail Business Basic

VOICE MAIL BUSINESS ENHANCED
Enhanced Business Voice Mail Service will hold 40 messages for you and allows you a 60 second greeting with a maximum message length of 3 minutes per message.

VOICE MAIL NONSUBSCRIBER
Basic Voice Mail Service will hold 20 messages for you and allows you a 30 second greeting with a maximum message length of 2 minutes per message. Enhanced service will hold 40 messages, with a 60 second greeting, and a message length of 3 minutes. Our non-subscriber service is for customers from out of the area that would like voice mail.

900 CALL BLOCKING
Is used to block all access to 900 number calls. 900 calls are normally calls that can incur very high long distance charges.

COLLECT CALL BLOCKING
Is used to block all collect calls coming into your residence or business.

3rd PARTY CALL BLOCKING
Is used to block all calls that would be billed to your number from another location.

LONG DISTANCE BLOCKING
Will block your telephone from calling any long distance. You would not be able to place any call beginning with a O or 1.

LONG DISTANCE BLOCKING W/PIN
Will block your telephone from calling any long distance without including a special code for dialing out.

EXTENDED COMMUNITY CALLING ONLY
You may have your long distance blocked, but have access to any extended community calling areas. These areas for each exchange are listed with the exchanges/rates, under products

Can I get faster Internet?2018-07-12T19:33:21+00:00

Yes, we have several options available. Just let us know what you would like.

Can I turn my phone, internet and video service off during the winter months when I go south?2018-07-12T19:34:33+00:00

Just give us a call and we will be happy to get this done for you. If you happen to be leasing any of our equipment however, we will need to continue to charge you for the lease amount. We do have our R & R Plan available for Rest and Relaxation! This is great so you do not have to worry about turning your service off or on.

Check these items before calling Support2018-07-12T19:24:00+00:00

For any picture issues, please call us at

Before calling Lakeland Communications, please make sure your TV is plugged into a working electrical outlet. If you are receiving only channels 2 through 13 this problem can be corrected most of the time by doing a channel scan. On most newer TVs all programming is done with on screen menus.

NOTE: Please disconnect power and cable during lightning storms. We will not be responsible for losses. We are not authorized to repair television sets, only cable related problems. There will be a service charge for noncable related service calls.

Do you offer DVR service?2018-07-12T19:26:33+00:00

No, but you can purchase your own set top box and we will provide a cable card for $6.99/month

How do I auto-program my channels?2018-07-12T19:25:10+00:00

Please follow the steps below to auto program/run a channel scan for the television tuner:

  1. Power on the television. On the remote control, press the MENU button.

NOTE: Depending on model, Auto Program will appear on the initial setup screen, or there will be a Setup button on the front of the television. Follow the instructions that are provided on the television screen.

  1. Use the remote control to highlight and select SETUP.
  2. Use the remote control to highlight and select CHANNEL SETUP.
  3. Use the remote control to highlight and select CABLE. OFF or ON (depending on which is displayed) will change color.
  4. Use the remote control to highlight and select OFF, if an antenna is being used, or to ON if cable TV is being used.
  5. Use the remote control to highlight and select AUTO-PROGRAM. The television will program all cable channels that can be received.
How do I change my billing address?2018-07-12T19:18:02+00:00

Call customer service or email us at info@lakeland.ws with the correct information and date that you would like the information changed.

How do I check my Voice Mail when I’m at home?2018-07-12T19:22:36+00:00

Access your voice mailbox by dialing *96
Enter your password
Press 1 – Play new messages
Press 2 – Save the message and play the next
Press 3 – Delete the message and play the next
Press 4 – Save the message as new
Press 5 – Reply to the message
Press 6 – Forward the message to another mailbox
Press 7 – Skip backward in the message
Press 8 – To pause the message
Press 9 – To skip forward in the message

How do I check my Voice Mail when I’m away from home?2018-07-12T19:19:21+00:00

Access your voice mailbox by dialing 715.825.6245.
Enter your password
Press 1 – Play new messages
Press 2 – Save the message and play the next
Press 3 – Delete the message and play the next
Press 4 – Save the message as new
Press 5 – Reply to the message
Press 6 – Forward the message to another mailbox
Press 7 – Skip backward in the message
Press 8 – To pause the message
Press 9 – To skip forward in the message

How do I sign up for Lakeland service online?2018-07-12T19:15:25+00:00

Visit our website at www.lakeland.ws Enter the Product Offerings tab and then the service(s) you wish to sign up for. There you will find each application for services you want/need.

How far can my wireless in the home go? Can I have it out in an outer building?2018-07-12T19:33:44+00:00

You should be able to get wireless in your home without any problems however if it is large you may need an access point to extend the signal. If you would like service to an outer building you would need to get an access point.

How to manage your own Wifi using NetValet2018-08-03T04:57:25+00:00
  1. First things first. Download the NetValet app on any smart device from the App store (Apple) or Google Play (Android).

2. Once you’ve downloaded the app, open it and you will see your Log In screen. Choose either Google+ or Facebook to log into the app.

3. You’ll next be asked to scan the QR code located on the front of your GigaCenter.

Simply hold your phone’s camera to the barcode until it scans. This will connect your GigaCenter to the NetValet App.

4. You will now be able to see your home screen. From this screen, you can access many different features that will let you tailor your WiFi just the way you want it.

5. By clicking the Home or Guest Network buttons, you can change both the name and password for each.

This feature helps maintain privacy and security in your home by allowing your guests to use your Wi-Fi without connecting to your personal network.

6, The Devices button will allow you to see all the devices connected to your GigaCenter.

The devices will appear by their IP address and MAC ID. Enter the MAC Address (without the colons) in the one of the following websites:

  1. https://www.wireshark.org/tools/oui- lookup.html
  2. https://www.macvendorlookup.com/

 You will then see the product that has that IP Address. This should help you know which device is which. You can then edit the name of the device. (For example, “Mom’s iPad”) This will further help tailor your Wi-Fi to your specific needs, and help us when troubleshooting

 

7. The Users button will take you to this screen. Add users to devices or edit current users. You will need to do this step to access control features. Here you can also assign users to policies, which will be shown next.

8. The Policy button will bring you to this screen. From here, you can customize your Wi-Fi options. For example, parents can add a policy that shuts off their kids’ Wi-Fi at bedtime.

9. Finally, the Traffic Monitor button will show you the top 5 applications that use up your bandwidth

How/where do I pay my bill?2018-07-12T19:12:51+00:00

You may choose to mail or deliver your payment to: 825 Innovation Ave, PO Box 40, Milltown WI 54858. We would like to encourage you to take advantage of our secure online ACH payment options. This allows you to automatically pay your bill directly from your bank account. You could also stop into our office and we could set you up for auto pay directly. Visit us at www.lakeland.ws to sign up.

I don’t get paid until the 28th of each month.2018-07-12T19:18:48+00:00

The bill is due the 15th. You will need to call our office each month to make a pay arrangement to avoid interruption in your service.

Net Valet: How to manage your own WiFi usage?2018-07-17T16:37:24+00:00
  1. First things first. Download the NetValet app on any smart device from the App store (Apple) or Google Play (Android).

2. Once you’ve downloaded the app, open it and you will see your Log In screen. Choose either Google+ or Facebook to log into the app.

3. You’ll next be asked to scan the QR code located on the front of your GigaCenter.

Simply hold your phone’s camera to the barcode until it scans. This will connect your GigaCenter to the NetValet App.

4. You will now be able to see your home screen. From this screen, you can access many different features that will let you tailor your WiFi just the way you want it.

5. By clicking the Home or Guest Network buttons, you can change both the name and password for each.

This feature helps maintain privacy and security in your home by allowing your guests to use your Wi-Fi without connecting to your personal network.

6, The Devices button will allow you to see all the devices connected to your GigaCenter.

The devices will appear by their IP address and MAC ID. Enter the MAC Address (without the colons) in the one of the following websites:

  1. https://www.wireshark.org/tools/oui- lookup.html
  2. https://www.macvendorlookup.com/

 You will then see the product that has that IP Address. This should help you know which device is which. You can then edit the name of the device. (For example, “Mom’s iPad”) This will further help tailor your Wi-Fi to your specific needs, and help us when troubleshooting

 

7. The Users button will take you to this screen. Add users to devices or edit current users. You will need to do this step to access control features. Here you can also assign users to policies, which will be shown next.

8. The Policy button will bring you to this screen. From here, you can customize your Wi-Fi options. For example, parents can add a policy that shuts off their kids’ Wi-Fi at bedtime.

9. Finally, the Traffic Monitor button will show you the top 5 applications that use up your bandwidth

What are your business office hours?2018-07-12T19:09:38+00:00

Monday – Friday from 8:00am – 4:30pm

Technical Support is available 24/7/365

What if you are having problems with your TV?2018-07-12T19:27:23+00:00

Make sure all components and cables are properly connected and plugged in. Press the TV button, then press the POWER button on your remote. (TV should turn on) Make sure your TV is on the proper input.

 

What is a Gigacenter/Gigahub and what is the difference between the two?2018-07-12T19:34:59+00:00

A Gigacenter is the black box that our techs installed in your home once you get Fiber. A Gigacenter is what all three services come out of. It is an ONT (Optical Network Terminal that also provides Wi-Fi. The Gigahub is also a black box but it has to have a Gigacenter in front of it or a cable modem. It is used by being bridged by ethernet from a Gigacenter or a cable modem. It is basically a wireless router/extender.

What is fiber optic cable?2018-07-12T19:31:56+00:00

Fiber optic cable is a bundle of fiber optic threads made of pure glass each about the diameter of a human hair. Fiber optic cable uses light instead of electricity to carry a digital data signal. Therefore, it is able to transmit information at virtually unlimited speed and capacity (higher bandwidth).

What number do I call for customer service or technical support?2018-07-12T19:10:03+00:00

For Customer Service & After Hours Technical Support call: 715-825-2171

Who can obtain information regarding my account/bill?2018-07-12T19:16:20+00:00

Customer service records, credit information and related confidential personal account information are fully protected. Therefore, only the customers listed on the account are able to inquire, add, change, or delete services on the account.

Who is responsible for a cut cable?2018-07-12T19:10:31+00:00

As a customer or contractor doing excavation and remodeling work in our area we want you to be aware of the exuberant costs involved in a cut cable.  Striking a single line can cause injury, repair costs, fines and inconvenient outages for you and others. Every digging project, no matter how large or small, warrants a call to 811, Diggers Hotline. 811 is a free service to locate underground communication lines. At all times, whenever you are working around cables make sure you hand dig to expose.

Damaged and cut underground lines and cables can disrupt service to you and hundreds of customers.  Just a reminder that a cable or line that is cut or damaged, whether on your property or elsewhere, will be repaired or replaced to facilitate transmission of data, video and voice and be charged and billed to those responsible for the property damage.  The cable in the ground is the property of Lakeland Communications and when you cut it, you are damaging our property.  A cut cable is not only damage to our property, it also compromises our network.  That cable, unless completely re-plowed, will never be the same.  This can be very expensive, especially now with fiber optic cables in the ground.

A cut cable does not only disrupt your service and the network, it also disrupts our schedules and resources.  We have to dispatch technicians away from their current job serving other customers to temporary a line or splice the cut. We experience equipment costs, truck expenses, testing and repair costs. Many times, this takes two or more visits to your premise.  Often it takes more than one technician to help prepare, splice and bury a line. In many cases we need to hire a construction firm to bury a brand-new line or repair damages. These are significant services we do not get for free. Wisconsin law addresses the cost responsibility very clearly and it should not be a burden to a communications property owner or other customers of Lakeland to absorb. Costs are incurred for contractors, technicians, locator service to mark the site along with administrative time. In fact, we have found that the expenses incurred by us, at times do not even come close to what we are billing out to responsible parties.  In the end, whoever cuts a cable or line is responsible for the cut and responsible for damage to our property.

Why can’t I connect to the Internet?2018-07-12T19:32:59+00:00

There are a wide variety of reasons that your computer may not connect to the Internet. Here are a few common solutions.

Check your password – retype your password, make sure your caps lock is not on.

Could not locate modem – it is likely that the modem is damaged or installed incorrectly.

Cannot Connect – this problem is usually associated with the computer or modem.

Why can’t I pick the channels I want?2018-07-12T19:26:58+00:00

We wish you could, but we are regulated to offer the channels like we do.  We cannot offer them ala carte per regulations.

Why can’t my TV receive your signal?2018-07-12T19:27:50+00:00

In order for you to receive our TV service your TVs must have a QUAM Tuner. You can find your TVs compatibility in your TVs user manual.

 

Why didn’t they tell me there would be a charge to come out?2018-07-12T19:10:52+00:00

If the problem is on our end there is no charge but if the issue is with customer equipment then it’s a billable charge.

Why does my first bill seem so high?2018-07-12T19:17:17+00:00

We bill one month in advance for service. Your first bill will include the advanced month of service and any prorated charges from the time you started the service. For example, Lakeland services are installed in your home on the 15th of the month. Your first bill will include charges from the 15th to the end of the month plus one full month of service for the upcoming month. Your first bill may also include service connection charges.

Why doesn’t my e-mail work?2018-07-12T19:32:23+00:00

If your email is not working, try checking your mail settings.

In Outlook Express:

Click on Tools

Click on Accounts

Click on the Mail Tab

Click on Properties

Check your email address, check spelling carefully

Click on the Servers Tab

Check your mail servers. Both the incoming and outgoing mail servers should say mail.airstreamcomm.net

Check your username and password.

Click Apply, then OK, then Close.

If this does not help, you may need to delete the mail account and put it back in.

Why is fiber preferred to copper or coaxial cable?2018-07-12T19:31:37+00:00

Optical fiber is unique because it can carry a high-bandwidth signal for an enormous distance. The longer the distance the signal travels on copper or coaxial cable, the lower the bandwidth. Fiber networks can also be upgraded by changing the electronics or using different lasers that increase the bandwidth without changing the fiber itself. That’s why fiber networks are said to be “future proof.”

Why is my internet slow after we got fiber installed?2018-07-12T19:35:43+00:00

With fiber we install the first piece of equipment for free, a Gigacenter, and it is installed usually in a utility closet. If you are having issues with your internet reaching different parts of the house we recommend to have an access point installed.

Why is my internet so slow?2018-07-12T19:35:23+00:00

There are many reasons your internet could be slow. You may be using more bandwidth than what you are paying for, you could have too many devices hooked up to your internet, there could be someone streaming and using up all of your bandwidth or the problem could be that your wi-fi signal isn’t getting to all parts of your house. We recommend calling into our office and we can look into this for you.

 

Why is your service so expensive?2018-07-12T19:11:29+00:00

Our services are very comparable with the other companies in our area. We are a rural company and have less subscribers per mile. We have the best network in NW Wisconsin and have put the infrastructure in the ground to help all of our customers receive the services they want, like high speed broadband.

Why should I choose Cable TV over the Dish?2018-07-12T19:26:07+00:00

Local News (Twin Cities and Eau Claire Channels)
                   
Local Weather

Packer and Viking Games

Local Community Channel

No Weather Outages

Why should my wireless be secured?2018-07-12T19:34:12+00:00

This protects you from someone else stealing your internet service.

Will I receive a paper bill?2018-07-12T19:15:49+00:00

Yes; however, we do offer the convenience of online billing.