Frequently Asked Questions

Click on any of these questions to view the answer.

GENERAL INQUIRIES



The Shawnee Communications exchanges are Cave-In-Rock, Eddyville, Elizabethtown, Equality, Hicks, Leamington, Renshaw, Rosiclare & Simpson.

You must complete an application for service, which you can find here. The application will ask for the following information:

  • Billing name & address for the new account
  • Physical location/county of residence
  • Employment information
  • History of telephone service

State law requires Illinois residents to call Illinois One Call, also known as J.U.L.I.E. You may contact J.U.L.I.E. by dialing 811, or you may visit them online at www.illinois1call.com before beginning any digging or excavation. If you do not call to request a location of utility facilities, and damage to the facilities occurs, you may be liable for damage and repair costs.

UNDER NO CIRCUMSTANCES SHALL SHAWNEE BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, PUNITIVE OR CONSEQUENTIAL DAMAGES THAT ARISE OUT OF OR RELATE TO THIS AGREEMENT OR THE SERVICE OR PRODUCTS PROVIDED HEREUNDER, INCLUDING WITHOUT LIMITATION ANY SUCH DAMAGES FOR LOSS OF DATA RESULTING FROM DELAYS, NON-DELIVERIES, MISDELIVERIES OR SERVICE INTERRUPTIONS. Notwithstanding anything to the contrary stated in the Service Agreement, Customer’s sole remedies for any claims relating to this service or the Shawnee Network.

Neither party may use the other party’s name, trademarks, trade names or other proprietary identifying symbols without the prior written approval of the other party. Neither party may assign this Agreement or any of its rights hereunder without the prior written consent of the other party, which consent shall not be unreasonably withheld; provided that Shawnee may assign this Agreement or any of its rights hereunder to an affiliate or successor without Customer’s written consent. No failure on the part of either party to exercise, and no delay in exercising, any right or remedy hereunder shall operate as a waiver thereof nor shall any single or partial exercise of any right or remedy hereunder preclude any other or further exercise thereof or the exercise of any other right or remedy granted hereby or by law.

Begin by unplugging all your phones, computers, answering machines, etc. that are plugged into the phone jacks in your home. Next, go outside to the NID (gray box located on the side of your house where your inside wiring and outside wiring connect) and open the lid. There is a test location, which can be accessed by removing the modular plug from a test jack. If your home is operating with working fiber optic devices, you will see 4 plugs in a square pattern and you should remove only the top left plug. By removing the modular plug, you have disconnected your inside wiring from the outside telephone company maintained lines. Now plug the line cord of a corded telephone (one that does not require any electricity or batteries to operate) into the test jack inside the NID. You are now plugged directly into the Shawnee’s portion of the line. If you have dial tone, then the problem is likely inside your house. If you do not hear a dial tone, the problem is located on Shawnee’s facilities.   To resolve the issue, contact us at 276-4211 to report your outage. When you finish this process, be sure to re-attach all of the plugs you removed.

 

BILL PAY/COSTS

We bill for the month you are in. Our bills are printed on the 21st of the month and apply to the next calendar month. Customer typically receives their bill during the first week of the month that is being billed.

Unfortunately, we do disconnect for non-payment. Three business days after bills are due, we print and mail late notices. Eight business days after we mail late notices, we disconnect for non-payment. So in short, we disconnect for non-payment 11 business days after the bills are due. All non-payment disconnects are subject to a $20 reconnect fee.

Simply call Shawnee at 276-4211 and a customer service representative can assist you in making payment arrangements to get your service restored.

You can pay your bill five different ways:

1. A visit to one of our local offices can facilitate cash, check, money order and credit or debit card payments.

2. Checks and money orders can be mailed to:

Shawnee Communications
PO Box 69
Equality, IL 62934

or

Shawnee Communications
PO Box 350
Lovington, IL 61937

3. You can also pay online. Simply click on “My Accounts” and enter your account number and password. (Note: Customers who pay online require a customer care username and password that is different from their e-mail username and password.)

4. You can sign up for Quick Pay, which will automatically deduct payments from your checking account or from your credit card.

5. You can call and pay over the phone with a credit or debit card.

6. You may also drop your payment off at Banterra Bank locations in Cave In Rock, Elizabethtown, Golconda or Rosiclare.

If you return your information to us before the 21st of the month, your next bill will be deducted from your specified account. If your information is returned after the 21st of the month, it will take two months for the quick pay to take effect.

Example: If your information is returned to us on May 15th, your June bill will be deducted from your account. However, if your information is returned to us on May 29th, your July bill will be deducted from your account.

Subscribers can elect to have their Credit card or checking accounts be charged on the 5th or 20th of the month.

To ensure a seamless move in your service, we will require key pieces of information. Please call us or visit our office to provide us with all of the information.

Yes, moving your telephone service will result in a one-time $30 fee.

For any questions about your bill, call please call us at 276-4211 and a customer service representative will help you. Please have a copy of your bill on hand, as we’ll need billing account information to properly assist you.

If you are calling any Shawnee Communications number from a Shawnee Communications number, the call is absolutely free. Shawnee Communications does not charge for intra-exchange calls.

Yes, we do offer a vacation rate! Vacation Rate allows you to reserve your telephone number and directory listing at a reduced rate while you are away for an extended period of time. Your telephone service will be temporarily disconnected while you are away, thus preventing fraudulent use of your phone service in your absence.

Yes. If you are a residential telephone customer and you participate in Temporary Assistance for Needy Families (TANF), food stamps, Low-Income Home Energy Assistance Program (LIHEAP), Medicaid, Supplemental Security Income, National School Lunch free program, Federal Public Housing Assistance or Section 8, or if the total household income is at or below 135% of the Federal Poverty Guidelines (FPG), you may be eligible for Lifeline or Link-Up discounts. For more information regarding your eligibility for Lifeline/Linkup assistance, please contact the Equality office at 276-4211.

Shawnee Communications is a utility provider and does not sell items that can be returned.  The remainder of any payments made that exceed a customers’ existing balance will be applied as a credit toward the following month’s statement.  If a customer terminates service, all credits will be refunded to the customer as our earliest convenience.

You can shop at www.myshawnee.net with confidence. We have partnered with Authorize.Net, a leading payment gateway since 1996, to accept credit cards and electronic check payments safely and securely for our customers.

The Authorize.Net Payment Gateway manages the complex routing of sensitive customer information through the electronic check and credit card processing networks. See an online payments diagram to see how it works.

Authorize.Net adheres to strict industry standards for payment processing, including:

  • 128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.
  • Industry leading encryption hardware and software methods and security protocols to protect customer information.
  • Compliance with the Payment Card Industry Data Security Standard (PCI DSS).

For additional information regarding the privacy of your sensitive cardholder data, please read the Authorize.Net Privacy Policy.

www.myshawnee.net is registered with the Authorize.Net Verified Merchant Seal program.

FIBER TO THE HOME

FTTH is a new technology that uses fiber optic cable instead of copper cable to deliver telephone, data (Internet) and video services. Fiber optic cables have the capacity for an indefinite amount of data, which is becoming a necessity in today’s world. Shawnee Communications is working diligently to complete the fiber burial and install the required equipment on each customer’s home.

Installers will equip each home with a backplate (which is simply a housing for fiber optic cable), a ZNID (which will serve as the connection point for the incoming fiber and your house wiring), and a battery backup. In the event of a power outage, the battery backup will provide customers with a dial tone for nearly 7 hours. Battery back-ups will need to be installed inside each customer’s home, so homeowners will need to be present for their installation.

Subscribers are solely responsible for providing electrical power at its service location to power the products and services provided under this Agreement. Without regard to whether Shawnee makes back‑up batteries available for free or for sale, Subscriber remains solely responsible for having and maintain back‑up batteries, including regular charging and maintenance.  Shawnee will pass through manufacturer warranties to the extend allowed by the manufacturers but OTHERWISE PROVIDES NO INDEPENDENT REPRESENTATIONS OR WARRANTIES FOR BACK‑UP BATTERIES AND RELATED EQUIPMENT THAT SHAWNEE PROVIDES OR SELLS.

Fiber optic equipment will allow Shawnee Communications to offer cleaner, more reliable home telephone service. The FTTH facilities will also give Shawnee Communications the ability to provide necessary bandwidth for high tech services in the upcoming years.

The only change in your current services will be on the data (Internet) level. There won’t be a change in how your telephone works except that the supplied battery back-up will keep your phone up and running in case of a power outage.

 

CPNI

CPNI stands for Customer Proprietary Network Information. The FCC has implemented new regulations to protect the privacy of your information contained in your Shawnee Communications account. The new regulations allow us to discuss account information with only the person(s) listed on the account. Also, we must be able to authenticate inquiring individuals by requiring a PIN or an answer to a backup authentication question.

Simply contact our Equality office at 618-276-4211 or our Lovington office at 217-873-5211 at and request that your PIN be resent to you.

Simply call Shawnee at 276-4211 and one of our customer service representatives will be happy to make the requested changes

If you are simply dropping off a payment at an office and have your bill, a valid photo ID is not required. If you visit an office without your bill, you must be listed as an authorized person on the account and you must provide a valid photo id.

If you call one of our local offices, you must be listed as an authorized person on the account in question, and you will be asked to provide your PIN. If the correct PIN is given, we can assist you with any questions you may have. If you are not able to give the correct PIN, you will be asked to answer your backup authentication question. If the backup authentication question is correctly answered, we can assist you with any questions you may have. If you are unable to answer the backup authentication question, we will not be permitted to release any account information during the phone call. If a caller cannot provide the correct PIN or answer the back up authentication question, the only remaining option to assist the caller is for the Shawnee Communications CSR to place a call to the phone number for the account in question and ask to speak with the person listed on the account. Once we reach an authorized person listed on the account, we can disclose account information.

 

TECHNICAL SUPPORT/TROUBLESHOOTING/E-MAIL

Shawnee Communication’s 24/7 technical support can be reached by calling 1-888-247-5119. Customers are encouraged to contact technical support with all problems related to their Internet access before calling our offices. Technical support staff has been trained in various computer related fields, so they are armed with a deep understanding of how computers work.

We have found that the easiest way to contact customers who have problems with their accounts is to restrict their Internet access. If your Internet access is restricted, simply call 1-800-461-3956 to resolve the problem. Once the issue has been resolved, normal Internet access will be restored.

Simply call 1-800-461-3956 and one of our customer service representatives will be happy to make the requested changes. In order to keep our records consistent and our customers usernames unique, we perform username and password changes at the customers request.

When you connect to the Internet using a DSL modem, the speeds that you experience will vary based on a variety of factors, including but not limited to the following.

  • Distance of your telephone line from our equipment
  • Condition of telephone wiring leading to and inside your home
  • Computer configuration
  • Network or Internet congestion
  • Server and router speeds of the web sites you access

Connection speed is the speed that data is transferred between your computer and the Logical Net Central Office during your initial connection to the DSL network. Throughput speed (also called download speed) refers to the rate that information is transferred from the Internet to your computer. It is the speed at which you receive data. Examples of receiving or downloading are reading a Web page, downloading a program, or receiving e-mail. Send speed (also called upload speed) refers to the rate that information is transferred from your computer to the Internet.

Make sure that the user name and password you’re typing is correct. Also, make sure that your user name is typed with lowercase letters and password has been typed in capital letters. Try re-typing your user name and password, but when you do, make sure that the “Caps Lock” hasn’t been accidentally activated. If the problem persists, contact technical support for assistance.

Some websites can exploit flaws in your web browser and install spyware while other websites bring pop-up ads that can contain spyware. Software is another method of spreading spyware: free software (often called Freeware or Shareware) often contains adware or spyware. You should always read the disclaimers before installing any software. Some commercial software may include adware or spyware although it may not be listed in the disclaimer or license agreement.

Spyware may affect your computer in many different ways. The most common signs are as follows:

  • Your homepage may be changed to something that you didn’t set it to and you may have difficulty changing it back.
  • New toolbars or search engines may be installed in Internet Explorer. • Pop-up advertising may take over your computer.
  • You may encounter strange problems with Windows programs (overall slowness, strange errors, program problems, etc.).
  • Ports may be blocked on your Internet connection what would prohibit some Internet applications from functioning.

There are several programs available on the Internet that can assist with the removal of most spyware programs.

  • Ad-Aware
  • Spybot Search & Destroy
  • Stinger
  • LSP-Fix
  • CWShreddar
  • HiJack This

Disclaimer: Shawnee Communications does not offer technical support related to the installation, use or removal of these programs. The programs listed are not owned or operated by Shawnee Communications, and this list is meant for informational purposes only.

There are many programs available on the Internet that can search and then assist with the removal of most viruses. Common anti-virus software programs include the following.

Disclaimer: Shawnee Communications does not offer technical support related to the installation, use or removal of these programs. The programs listed are not owned or operated by Shawnee Communications, and this list is meant for informational purposes only.

Spam is the common term for the unsolicited and commercial e-mail version of junk mail. “Spam” can also be a verb, used to describe the method of flooding the Internet with many copies of the same message. The term “spam” has a negative connotation. In addition to being unsolicited and annoying, spam e-mails often include advertisements for dubious products, get-rich-quick schemes, or semi-legal services.

Shawnee Communications respects the privacy of our customers and does not sell or distribute e-mail addresses. There are many ways that spammers harvest and collect e-mail addresses to build their lists. You should always be mindful of the web sites that you give your e-mail address to. Sometimes your e-mail address can end up on a list without exposing your address whatsoever. It’s common practice for spammers to guess at potentially valid addresses by taking a common username and adding valid domains to it. For example, chances are there will be a “bob@” at just about any provider’s domain.

It is not a good idea to request removal from a spammers mailing list. That would only confirm that your address is valid, and more than likely, result in you getting even more spam.

 

Shawnee Communications utilizes NeoNova’s hosted email platform and part of their service offering is aggressive spam filtration (GreyMail).  GreyMail   will send you a Daily Digest when it has items that may warrant review.  If you receive an email from Daily Digest, once you open it, you will be able to see the quarantined messages.  If you wish to edit the permissions for a quarantined message, locate the “My Account” link in the body of the email, click it and you will be redirected to your message center, where you can edit your preferences.