COVID 19 Communication | Welcome to Mohawk

On behalf of the entire Mohawk Networks team, I’m sharing our Business Resiliency Plan of operation during the COVID-19 pandemic. Our priority is the health and safety of our employees our customers, and our community. Delivering broadband to homes and businesses is an essential, critical service to the homes and businesses we serve. During this extremely difficult time, our team is prepared for support and customer service inquiries.

What this means:

Customer Service and Tech support may be answering your call from their virtual office
Homes with students without access to the internet will be reconnected at no reconnection fee expense if in non-pay disconnect status (please call us to work through details).
Our field techs will not be entering customer’s homes until further notice
New installs are on hold
We encourage online payments
Payments at our office will be handled behind glass with protective measures.

Niá:wen/thank you for your patience and your support during this extremely difficult time. We extend our wishes for the health and safety of your families.

Allyson Mitchell
General Manager

General Troubleshooting

Internet

First try power cycling your modem. Just unplug the power cord from your modem, leave it unplugged for 15 seconds, plug the power supply back into the modem, wait a minute and then retry connecting to the Internet.
If that doesn’t work, try power cycling your router (if you are using one). Unplug the power cord, leave it unplugged for 15 seconds, plug the power supply back into the router, wait a minute and then retry connecting to the Internet.
If that doesn’t work, try restarting your computer.
If that doesn’t work, call South Central Technical Support. Please be at your computer with it turned on when you call.

Voice Services

If you do not have a dial tone, hear static, or your phone is “busy” when others call:

Unplug all of your phone equipment, including satellite TV box, phones, fax, and modem, from the power outlet as well as the phone jack.
Plug in ONE hardwired phone (if you have one) ONLY.
If your call works properly, you probably have a faulty piece of hardware. Plug in each piece of equipment, one at a time, to determine which is at fault.
If that doesn’t work, call South Central Technical Support.

If you hear static and are also a DSL High Speed Internet customer:

Turn your modem off.
If the static goes away, either your DSL filter is missing, installed backwards or is faulty.
Check your line for a DSL Filter (it will look similar to the image to the right), if not present, install one. The filter should plug in to the jack, then your phone will plug in to the filter.
If that doesn’t work, call South Central Technical Support.

Cable TV

If you can’t see any channels over 13, check the input mode on your TV. It should be set to CATV not Antenna.
Check all coaxial cables running in to your TV, VCR, Sound System, Etc, to be sure they are connected properly.
If your cable isn’t plugged in directly to your TV, check that the device the cable is plugged in to (such as a VCR or DVD Player) is plugged in and powered on.
You may have to program your TV to receive all the channels. Every TV is different, but generally you can access the program function using Menu, selecting your input type (CATV) and selecting channel search (or auto-search, memory, scan).
If that doesn’t work, call South Central Technical Support.

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