FAQ

What is the Local Broadcast Fee that I see on my bill?

The Local Broadcast Fee that you see on your bill is being charged to us by local network stations like ABC, NBC and CBS. Congress has allowed local network stations to charge Northland (and all other cable providers) every month to provide programming that had been free in the past.

Are there free HD channels?

Yes. Northland customers with an HD television equipped with a digital QAM tuner can receive HD channels for free, with no additional equipment. May not be available in all areas. Some restrictions may apply. .

How do I access the free HD channels?

Follow these simple steps to enjoy Northland’s free HD!
  • Select RF INPUT. On most TVs, you will have three options: analog, digital, or analog and digital.
  • Select the ANALOG AND DIGITAL option on the RF INPUT.
  • The HD television set will take approximately 30 to 50 minutes to process the incoming analog and digital signals.
  • Once the process is complete, your HD television set will recognize the HD channels that Northland provides for free.
An HD television set equipped with a digital QAM tuner is required to receive free HD without equipment or activation fees.

Do I need a separate digital cable box for every TV?

Although a digital cable box is not required for each TV in your home, only TVs that are connected to a digital cable box will be able to receive channels above 99 and use the interactive programming guide. Areas that have transitioned to all digital service will require a digital cable box for each TV in the home.

I am moving, what should I do?

  • If you are planning to move within our service area, please contact the office to schedule your transfer of service. Carefully pack your cable equipment and take it to your new residence.
  • If you plan to move outside of our service area, please return all equipment to our local office. A prompt return of the equipment helps to avoid additional charges and is necessary for us to close your account. Any lost, stolen, or damaged converters will be charged to you.
Your local Northland office can explain the move or disconnect procedures to you in detail and provide you with any charges or final balance amounts.

Who can I contact about objectionable programming on a channel?

Although Northland does not have any direct control over the content or specific programs shown on any channel, please feel free to contact us with any concerns or questions and we will forward them on to our programming contacts at the channel. Most channels also have individual websites through which you can directly send comments. You can also share your programming concerns with us by completing our contact form.

What should I do if I can’t see a picture on my TV?

Start by checking the following:
  1. Verify that all cables (e.g. TV, DVD, HD DVR, converter) are securely connected.
  2. Verify that the TV and DVD are on the same channel (3 or 4).
  3. Verify that the TV is set to TV/Cable setting.
  4. Verify your splitter by hooking up the cable directly to your TV. If this solves the problem, you may want to replace your splitter.
  5. Verify that the TV and converter box are plugged into a 'live' electrical outlet not controlled by a wall switch.
  6. Check if there has been a power failure or if there's any construction (that may have cut a cable) happening in your neighborhood.
  7. If converter power has been interrupted for any reason, try turning the converter off and on to reset the box.

How do I reboot my cable box if it stops working?

Unplug the AC power cord from your cable box. Wait 10 seconds then plug it back in. The box should reboot itself. Wait until the digital clock appears on the display window of your cable box. Once this happens, your box has finished rebooting. At this point you should be able to access cable again.

Why doesn’t my DVI ready HD television set work with the Motorola 6412?

Motorola 6412 boxes have a DVI connection with built-in HDCP (High-bandwidth digital content protection), an industry standard security feature. Unfortunately, some TV manufacturers don't integrate this industry standard into their television designs. This means that the DVI connection on those HD television sets will not work with our HD DVR equipment. As an alternative connection for viewing HDTV, use the component connection. .

Why does the box continue to make noises even when it’s turned off?

The HD DVR boxes have an internal hard drive and fan which remains on at all times. You will experience a slight humming noise during operation. There is no reason for concern. This humming from the DVR simply means the box is on and running to serve your entertainment needs.

How can I protect my kids from programming they shouldn’t see?

You can't watch your kids every second, but you can control what they watch on TV. Parental Controls give you the ability to control the programming your kids watch. Setting up Parental Controls is easy. Programs can be blocked by channel, rating or time period. All TV sets with screens 13 inches or larger manufactured after January 1, 2000 are required to be equipped with features to block the display of television programming based upon its rating. This technology is known as the V-Chip. It works in conjunction with the TV ratings system to allow parents to block programming they do not want their children to see. After becoming familiar with the TV ratings, parents can identify the level of programming they want to block. By following the directions included with your TV, parents can set the V-chip to block programs with certain ratings. The settings are password protected and can be changed at any time. Visit the links below to learn more about Parental Control features available.​

Where can I set parental controls?

Northland’s HD DVR provides Parental controls to help you manage the programming that is available to your children. Setting parental controls is quick and easy. Click the image below to view instructions.  

What is Northland High-speed Internet?

Northland High-speed Internet Service is delivered to your computer through an advanced fiber-optic network instead of copper phone lines. Stream HD movies and TV Shows without buffering. Watch as images load almost instantly, email messages are retrieved in the blink of an eye, and file downloads take seconds instead of minutes. .

Can I use my own cable modem with Northland Internet?

Yes. Most DOCSIS certified modems will work with Northland Internet. We reserve the right to disallow the use of any cable modem that does not meet our minimum operating standards so please contact your local Northland office to verify your modem meets these standards. .

How long does the installation take?

A typical installation takes 1 hour. This allows the technician to check the quality of the cable lines inside and outside of your home, add an outlet if necessary, and assure that your cable modem is working properly.

How do I update the settings for my nctv.com email in Outlook?

Updating the settings for your nctv.com email in Outlook is simple.
  1. Open Outlook
  2. Select the File tab
  3. Select Account Settings
  4. On E-mail tab, select account and click Change.
  5. Click More Settings
  6. Click the Advanced tab
  7. Update Server Port Numbers: (Note the different port numbers between POP3 and IMAP settings)
    • Incoming Server (POP3): 995 – Select “This server requires an encrypted connection (SSL)”
    • Incoming Server (IMAP): 993- Select SSL from the drop down for “Use the following type of encrypted connection:”
    • Outgoing Server (SMTP): 587 – Select TLS from the drop down for “Use the following type of encrypted connection:”
  8. Click OK
  9. Click Next
  10. Click Finish

How do I update the settings for my nctv.com email on my iPad, iPhone, iPod Touch?

Updating the settings for your nctv.com email on your Apple mobile device is simple.
  1. Locate and launch Settings
  2. Select Mail from the Settings menu and select your account
  3. Select your email address and then select SMTP under Outgoing Mail Server
  4. Select the option under Primary Server and enable Use SSL, verify Server Port is 587, then select Done
  5. Select Account and then Advanced
  6. Under Incoming Settings enable Use SSL and verify Server Port is set to 993

What are the emails settings for nctv.com email addresses?

The email settings for your nctv.com email address are: IMAP4: Host name: mail.nctv.com Port: 993 SSL: Enabled Username: USERNAME@nctv.com POP3: Host name: mail.nctv.com Port: 995 SSL: Enabled Username: USERNAME@nctv.com SMTP (Sending): Host name: mail.nctv.com Port: 587 if using TLS (465 if using SSL) SSL: Enabled Username: USERNAME@nctv.com   For additional settings, please view our nctv.com email settings guide.

What is a firewall?

A system designed to prevent unauthorized access to or from a private network. Firewalls can be implemented in both hardware and software, or a combination of both. Firewalls are frequently used to prevent unauthorized Internet users from accessing private networks connected to the Internet, especially intranets. All messages entering or leaving the intranet pass through the firewall, which examines each message and blocks those that do not meet the specified security criteria.

Why do I need a firewall?

In short, if you have one or more PC's connected to the Internet, you are potentially vulnerable. Without a firewall, the chances are that if you can see the Internet, then the Internet can also see you. A firewall's job is to hide your computers and your network from the Internet, and to restrict access to your network from those who would attempt to gain unlawful access: so called 'hackers'. It can also provide other services, such as Intrusion Detection Systems that provide information about hacker activity against your systems.

What is the difference between a software and a hardware firewall?

Software firewalls allow for very flexible protection and are generally easy to configure, however, since they run at all times, they require resources (CPU, memory, and disk space) which can slow down your computer while you are working. They can also be very OS-specific, meaning that you must install the correct version for your operating system, or you may experience problems. Hardware Firewalls are usually a separate piece of hardware that connects between your computer and your modem. They tend to provide more complete protection than software firewalls, run independent of your OS and applications (which means you will not experience slow-downs due to the firewall ), as well as having the ability to protect more than one system at once. This is important if you have multiple computers networked together. The disadvantages of hardware firewalls are that they can be expensive and can be difficult to configure, however, most consumer-available routers have built-in hardware firewalls and usually come pre-configured.

What is a virus-protection program?

A virus-protection program is a piece of software that scans your files for known viruses, that can be installed on either your home or work computer. Viruses can be spread by many different means, from email, to simple web-surfing and these programs use an up-to-date file that lists all of the known viruses, and checks this list against the computer that it is installed on. Depending on the manufacturer, these programs are almost always "live" (meaning if your computer is turned on, the program is protecting your files) and may even provide a way for users to setup automatic updates to stay on top of new viruses as they become potential threats.

Why do I need a virus-protection program?

Because there are so many different ways that viruses can be spread to your computer, virus-protection programs are essential for users that are connected in any fashion to the Internet. The intended purpose of these viruses can vary, from fairly harmless viruses that simply display a message, to varieties that can delete important system or personal files. Due to the prevalence of these dangerous viruses in today's digital world, a virus-protection program is highly recommended.

Will I have to buy new programs frequently to stay protected?

Viruses do come very frequently and therefore the only way to keep up-to-date, is to ensure that your virus-protection program is updated at all times. Depending on the manufacturer, the software itself can usually be configured to automatically download and install virus updates, which means that there is very little effort needed on the user's part.  

Does Northland guarantee my security if I use one of the methods listed?

No. Unfortunately even the implementation of any one, or all, of the methods found on this page may not completely protect your personal computer security. Due to this fact, Northland cannot be held responsible if something does happen. However, we highly recommend looking into one of the options listed above, in order to take the necessary precautionary steps before you actually experience a security breach.

How does home phone service work?

Digital home phone service from Northland securely transmits phone calls over the Internet. Once installed, Northland home phone works very similarly to regular phone service. You can use your current home phone and even keep your number. Since calls are transmitted over the Internet, you will experience clear call quality. Local, national and International calling is available.

Is 911 Service available?

Yes, 911 service is available with Northland home phone when calling from your local calling area. If you are using home phone service outside of your local calling area, we encourage you to use another phone if you need to call 911.

Is 411 Service available?

Yes, 411 service is available with Northland home phone. Calls to 411 are $0.99 including the call to directory assistance, the call connection, and 3 minutes of talk time on the outbound call. Any additional minutes are billed at $0.10 per minute.

Does home phone service replace my current phone service?

Northland home phone service can replace or complement your current local and long distance service depending on your calling needs. Please note that home phone service like your high-speed Internet service, will not work during a power outage.

Can I use Northland home phone service with my home alarm system or personal emergency response services company?

You may connect your home alarm system to Northland’s home phone service. Northland’s home phone service works with most commonly available home alarm systems that require a phone line. We recommend that you consult with your alarm or personal emergency response device provider before connecting your system to Northland’s home phone service in order to confirm compatibility. .

Can I keep my phone number with home phone service?

Yes, in most cases your phone number can be moved (ported), from your current phone company to Northland home phone service. To move your number, you must authorize Northland as your local, long distance and international call carrier. Number porting can take 2-3 weeks to complete. Until your number is ported, you will need to maintain service with your current provider. You will be notified when the number porting process has been finalized.

Can I add a second number?

Yes, you may add a second phone number with Northland home phone. Your second number or virtual number can be a local number, an out-of-area number or a toll-free number. Please note your second number can be used only to receive calls, not to make them. When dialed, a second phone number will ring the same phone as your primary home phone number.

Can I have a phone number from another area?

You may add an out-of-area number as a second phone number with your Northland home phone service. For example, you can add a number from Fort Worth, TX to your Highlands, NC home phone account. Out-of-area numbers allow friends, family or customers to place a local call to reach you, saving them from having to pay for long distance call charges. Phone numbers from many locations are available.

Can I have a toll-free number?

You may add a toll-free number so that others may call you for free. 100 minutes of incoming calls per month are included with each toll-free number. After the first 100 minutes, additional incoming calls are billed at $0.049 per minute.

Is home phone service difficult to set up?

Installation of Northland home phone takes just a few minutes, and requires just three connections. Once everything is connected, automatic configuration can take up to 15 minutes. Once complete, you will be able to hear a dial tone and may begin making calls as you normally would.

What is a router?

A router allows you to connect to the Internet. With home phone service, the router is a part of the telephone adapter. It enables your phone and Internet services to share the same Internet connection.

Do I need to dial the area code when I make local calls?

Depending on the area you live in, you may need to use the 10 digit number to place local calls. In most cases, if you are calling a phone number with the same area code as your home phone number, you only need to dial the seven-digit number. For example, if you live in the 828 area code, to call another 828 number you only need to dial 123-4567, instead of 828-123-4567.

Does home phone service support 711 abbreviated dialing?

Yes, Northland Digital Phone Service supports 711 abbreviated dialing for users of the Telecommunications Relay Services (TRS) system. TRS allows hearing impaired and speech impaired people to communicate via teletypewriters (TTY) with non-impaired phone users who do not have TTY.

Why do I have to pay for networks I never watch?

Just five multi-billion-dollar corporations own or control about 90% of existing TV Networks – both those you want, as well as many of those you don't. And they won't let you have the most-popular Networks unless you get the less-popular ones, too. In turn, if we ask for a price for just the most popular Networks, a common response from Network owners is to raise their price, effectively eliminating this option from consideration. Please see www.yournorthland.com/tvonmyside for more information.

How do I set Parental Controls?

Northland’s HD DVR provides Parental controls to help you manage the programming that is available to your children. Setting parental controls is quick and easy. Click the image below to view instructions.  

What is a phishing email?

A ‘phishing’ email looks like a real email from a company that you do business with, however it is not from the company, and has likely been sent with the intention of tricking you into giving away your username, password, or other sensitive information. The emails may look official; however, they often have spelling and grammar errors, reference services that you do not have, or ask you to confirm information that the company should already know. Often, these emails will link to a fake or ‘spoofed’ website that also looks official, but is a forged version of a webpage.

What is a spoofed website?

A ‘spoofed’ website looks like an official version of a corporate website, however it is built with the intention of tricking you into giving away your username, password, or other sensitive information. A tell-tale sign will be that the URL does not match the company’s URL.

How can I protect myself from email scams?

  • Be watchful! If you are not expecting an email, or if it seems out of the normal, ignore it and delete it. You can also always call a trusted phone number from the company to ask if it is real.
  • Look out for emails and websites with spelling and grammar errors or other inconsistencies and watch for emails that convey a false sense of urgency (i.e. do this or else…). These are often signs that an email or website is fake.
  • Northland will never send you an unsolicited request to confirm personal information.

What do I do if I was tricked by a phishing email or spoofed website?

  • Log in through a trusted link on the official website for the company or organization, and change your password immediately. If you use the same password/login for any bank or financial institution, you will want to change those immediately as well.
  • If you were tricked by a site claiming to be a financial institution, or if you entered any financial information (credit/debit/bank account numbers etc) on a spoofed site, you need to contact your financial institution right away to report that your account may be compromised.
  • If you entered your social security number, or other personal information you should consult the major credit bureaus to request a security freeze.
  • You’ll need to remain watchful of your accounts for potential fraud activity. This includes any account that may have been compromised, as well as bank and credit card accounts.
  • Report the email or spoofed site. Companies need to know if someone is trying to impersonate them, so that they can take the necessary steps to notify customers. For Northland, you can send an email to scamreport@yournorthland.com or call us at 1-888-Northland to report the issue.

How do I update the settings for my nctv.com email in Apple Mail?

Updating the settings for your nctv.com email in Apple Mail is simple.
  1. Open Apple Mail
  2. Select Mail, and select Preferences
  3. Select Accounts and select your existing account on the left panel
  4. At the bottom of the right panel, select the arrow to the right of the Outgoing Mail Server (SMTP) and select “Edit SMTP Server List”
  5. Select the Advanced button on the bottom half of the screen
  6. Select Use custom port and enter 587
  7. Put a check mark in the box next to Use Secure Sockets Layer (SSL)
  8. Make sure the Authentication is set to Password, the User Name field has your full email address, and the Password field has the dots that indicate your password
  9. Select OK

How do I update the settings for my nctv.com email on my Android device?

Updating the settings for your nctv.com email on your Android device is simple.
  1. Open email application
  2. Select Settings and change Incoming Port to 995 for POP and 993 for IMAP
  3. Select Security, change security to SSL
  4. Select Next
  5. For Outgoing Server Settings, change Outgoing Port to 587
  6. Select Security, change security to TLS
  7. Select Next
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