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, Golconda, Herod, Hicks, Leamington, Renshaw, Rosiclare, Simpson and Lovington.
To sign up for service, we will have some paperwork for you to fill out. To receive our service applications, you can visit one of our local offices. You can contact our Equality office at 618-276-4211 (available Monday through Friday). Our Lovington office at 217-873-5211 (available Monday through Friday) or email us at custserv@shawneetel.com.

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.

With a little troubleshooting, you may be able to determine the cause of your trouble. If you use multiple phones in your home and you lose dial tone on one phone, try plugging a different phone into the jack in question. If your dial tone returns, then you likely have a defective phone. If the dial tone is still gone, you may have a bad jack. To report a loss of dial tone and request a visit from a technician, you can call us (our Equality office can be reached at 618-276-4211 and our Lovington office can be reached at 217-873-5211), you can contact technical support at 888-247-5119 or you can email us at custserv@shawneetel.com

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. Customers 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. We do non-payment disconnects on the second Tuesday of each month. All non-payment disconnects are subject to a $20 reconnect fee.

Simply call our Equality office at 618-276-4211 or our Lovington office at 217-873-5211 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.

For any questions about your bill, please call our Equality office at 618-276-4211 or our Lovington office at 217-873-5211 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 Veterans Pensions & Survivor Benefit Program, 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 our Equality office at 618-276-4211 or our Lovington office at 217-873-5211 and a customer service representative will help you.

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.

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 and request that a new PIN be sent to you.

Simply contact call our Equality office at 618-276-4211 or our Lovington office at 217-873-5211 and a CSR will assist you.

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 backup 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.

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 wireless router, the speeds that you experience will vary based on a variety of factors, including but not limited to the following:

  • The connection from your device to the router. Distance is one factor, but also consider the construction of your home. WIFI is impeded by metal, such as metal studs and household appliances. If your WIFI signal strength is poor, relocating it may help to ensure a positive experience.
  • The number of devices connected to your router. Routers will not simultaneously connect an infinite number of devices.
  • Having users trying to use more bandwidth than what your plan provides. For example, if you have a 10 Mbps connection and a user is trying to stream 4K Ultra HD content, that’s not going to work. 4K Ultra HD requires a 25 Mbps minimum to work, so having a plan that matches your consumption is critical.
  • Unavailability of the site or app you are trying to connect to. Unfortunately, not everything on the Internet is up 100% of the time. Sometimes, connection to Netflix, Hulu or other sites is restricted by circumstances beyond the control of Shawnee or our customers.

Make sure that the user name and password you’re typing is correct. Also, make sure that your user name and password are typed with lowercase 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.

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.

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.

Quality Guarantee

Subject to certain exclusions and limitations, Shawnee Communications Company guarantees it will:

Install regulated basic local exchange service within 5 days after receipt of an order from a customer,
Restore regulated basic local exchange service within 24 hours of receiving notice that a customer’s telephone service is out-of-service,
Keep all repair and installation appointments for regulated basic local exchange service when a customer premises visit requires the customer to be present, unless Shawnee Communications Company provides 24 hours notice of its inability to keep the appointment.
If Shawnee Communications Company fails to achieve these guarantees, you may be eligible for a credit or other relief. Shawnee Communications Company will automatically figure the credit and apply it to your next bill – there is no need to call the company to receive a credit.

In the event that Shawnee Communications Company fails to install basic regulated local exchange service within 10 days after receipt of an order, or if Shawnee Telephone Company fails to restore basic local exchange service within 120 hours of receiving notice that your basic local exchange service is out-of-service, you may be eligible for additional credits or alternative telephone service.

If the failure to achieve these objectives is due to an emergency situation or certain other causes specified in applicable Illinois Commerce Commission Rules, no credit is required. If you have any questions about Shawnee Communications Company Service Quality Guarantees, you may call the Equality office at 618-276-4211 or the Lovington office at 217-873-5211.