Frequently Asked Questions

General FAQ

Q: What are your hours of operation?
A: Optical Communities’ Customer Care agents are available 24/7/365.

Q: How can I sign up for service?
A: Call an Optical Communities’ Customer Care agent at 1-888-981-1849.

Q: How do I make changes to my account?
A: Call an Optical Communities’ Customer Care agent at 1-888-981-1849.

Q: How do I auto-program my TV?
A: Most TVs have an auto-program option available in the Menu portion or Set Up section of the Television. Please refer to the User Manual that came with the TV for specific set up functionalities.

Q: How do I schedule a service appointment?
A: Call an Optical Communities’ Customer Care agent at 1-888-981-1849.

Q: What information do I need to set up an account with Optical Communities?
A: One of the following – Credit Card Number or Driver’s License Number or SSN. All of the following – Move in Date, Apartment Community (Property) Name, and your apartment home Address (including unit # if applicable).

Q: Who do I call if I have a technical issue?
A: Call technical support (1-888-981-1849) for technical issues with any of our services. If you have a question about your DIRECTV bill or DIRECTV programming, including pay-per-view, or upgrading/changing your programming, call DIRECTV at 1-800-531-5000.

Q: How do I contact DIRECTV?
A: DIRECTV customer service can be reached at 1-800-531-5000.

Q: How will I be charged?
A: You will be automatically charged by the credit or debit card you provided, or via direct debit from your checking account.

Q: I’m an existing DIRECTV customer, what do I need to do to transfer my current account to my new address at the apartment community?
A: Go to your Community under “Find My Community” and select the “DIRECTV FAQs Specific to Your Community” for the answer to this question.

Q: How do I cancel my services?
A: Go to your Community under “Find My Community” and select the “DIRECTV FAQs Specific to Your Community” for the answer to this question.

Q: I’m planning on moving out of the apartment home community, what do I do?
A: Contact Optical Communities at 888-981-1849 to cancel your account & any Internet &/or Phone Service. You will then be directed to contact DIRECTV at 800-531-5000 to cancel or move your DIRECTV service.

Q: What do I do with the DIRECTV equipment (receiver(s)) when I move-out?
A: Go to your Community under “Find My Community” and select the “DIRECTV FAQs Specific to Your Community” for the answer to this question.


Billing FAQ

Q: Why is my first bill higher than what I was quoted when ordering?
A: Due to this being your first invoice that has printed, the service charges will prorate through the current billing cycle. Please refer to the dates in the billing section for each service to verify the dates each service has billed through. Usually your first invoice will be higher than subsequent monthly invoices.

Q: Why am I getting a bill for taxes when I pre-paid for my equipment already
A: We only require pre-payment for the actual amount of the equipment lease, which does not include taxes. As taxes differ upon location, we allow the system to bill the correct amount for taxes to avoid any mistakes.

Q: How do I set up auto pay with a credit card?
A: Call 1-888-981-1849 with your credit/debit card and our Customer Care agent will this set this up over the phone.

Q: I don't have a credit card. How do I set up auto pay through my checking account?
A: Call 1-888-981-1849 with one of your checks and our Customer Care agent will set this up for you over the phone.

Q: How do I pay my bill?
A: via the Web – login to your online account through this website.
A. via the Phone – call 1-888-981-1849 with your credit/debit card.

Q: How can I view my bill online?
A: Once you have set up your access to your online account, you may view a copy of your bill online (to set up online access to your bill go to the “Account Login” portal on our website).

Q: How do I get a copy of my bill?
A: You can access your bill via the "Account Login" link on our website and print a copy of your bill, or call 1-888-981-1849 and request a copy.

Q: Can my invoices be sent to me electronically?
A: Log into your online account via the “Account Login” portal on our website, under Account Details, choose Email as your Invoice Delivery method.

Q: How can I make sure that my account is currently set to "Auto Bill"?
A: On your invoice under general information, there is a statement that will read: "Your account is set to Auto Bill”. Your credit card or checking/savings account will be charged for the total amount due on the invoice's due date." If for some reason your credit card is declined, you will receive a courtesy phone call to let you know that it has declined.


High-Speed Internet FAQ

Q: When will my High-Speed Internet service be ready when I move into my new apartment home?
A: Your high-speed Internet service will be ready prior to when you move in. You can either direct connect into a RJ-45 jack in your apartment home, or wirelessly via our Home Wi-Fi (your apartment home is equipped with our secure wireless router).

Q: How do I access (obtain the Password) my Home Wi-Fi service?
A: To access your Home Wi-Fi, the Password, along with the SSID that corresponds to your router, is displayed on a label attached to the outside of the cabinet (wiring enclosure) where the router is housed, which is found in your master bedroom closet, laundry room or other closet in your apartment home (look below where you see our logo). If you cannot locate it, go to your Community under “Find My Community” and select the “How to Access & Connect to Your Home Wi-Fi” for the answer to this question. You can also call Customer Service at 1-888-981-1849 to obtain your Password.

Q: Do I enter my Password to access my Home Wi-Fi service?
A: You can connect using either your Password. See diagram in next section to help guide you through the process. Note that each Device, and/or Operating System and/or each browser on each device you connect may be set up differently.
 
Q: I am getting much slower than advertised Internet speeds?
A: Optical Communities cannot guarantee Internet speeds as we have no control over download and/or upload speeds when you access the Internet. Actual speeds for Internet service will vary due to a variety of factors relating to your device, antenna strength, operating system, wireless driver, processor, concurrent bandwidth usage from all of your devices, interference from other electrical devices, and more. The fastest speed you will realize will be to direct connect your device with an Ethernet cable into an active RJ45 jack(s) in your apartment home. If you are testing your Internet speed the only accurate measure is to connect your device via an Ethernet cable into an active data jack and turn off all other devices to eliminate concurrent bandwidth usage. To optimize connecting devices via your Home WiFi, go to your Community under “Find My Community” and select the “How to Access & Connect to Your Home Wi-Fi” for the answer to this question.
 
Q: What if my Internet stops working?
A: (1) Confirm via the taskbar on your computer (or IP device) that your wireless modem is active and that you are connected to your Home Wi-Fi network; (2) confirm that you have not toggled the wireless card to the off position on your computer (or IP device); (3) try restarting your computer (or IP device); (4) reset the Optical Communities’ wireless modem in your apartment home by turning breaker switch labeled “Data” or “Data – SWE” off & then on – if your computer(s) have Windows and your operating system is a version prior to Windows 7 you will need to restart (reboot) your computer(s); (5) if you are not back on, connect your computer directly into the RJ45 Ethernet port in the wall (restart your computer if you have Windows and the operating system is prior to Windows 7). If you still can't access the Internet, call Customer Service at 1-888-981-1849.

Q: How can I keep my computer virus-free?
A: Update Windows often and use Anti-Virus, Firewall &/or Spyware remover programs. These can be downloaded from the Internet and available either for a fee or free. We are not responsible for any problem created as a result of these programs.

Q: Can I use my own router with my Optical Communities Internet account?
A: Yes. We provide a secure wireless router in each apartment home that is included with all high-speed Internet plans. If you so choose, you can plug your own router into any of the RJ45 jacks in your apartment home. Optical Communities will not support the use of your own router, and will not support or troubleshoot any devices connected to your router. You are solely responsible for the set-up of and troubleshooting for your router.

Q: Can I use my own router instead of the wireless router Optical Communities provides in each apartment home so that my router connects directly into OC’s Ethernet switch?
A: Yes. This is called “Preferential Router Placement” and there is an additional monthly fee for the dynamic IP Address to connect your router directly to our switch and installation fee associated with this service (view the Product & Pricing Options for your apartment home community on our website). Call Customer Service at 1-888-981-1849 to set up an appointment with an OC Service Technician who is the only person authorized to perform the work in your apartment home. If you attempt to open the cabinet (wiring enclosure) that houses the Optical Communities’ wireless router you will violate OC’s Acceptable Use Policy for Internet Services (please read our Acceptable Use Policy available on our website) and risk termination of your Internet service (including your base or bulk level amenity service). OC will not support your router or any devices connected behind your router. You are solely responsible for the set-up of and troubleshooting for your router.

Q: Please explain your policy regarding Bandwidth Threshold Allowances?
A: Our policy is explained in the Acceptable Use Policy for Internet Services (“AUP”) which can be found on our website. Bandwidth thresholds or bandwidth threshold allowances are commonly used in the industry. Please read the AUP for Optical Communications’ policies relating to customers who exceed their bandwidth usage.


Television FAQ

Quick Reference

  • Check all cables to ensure they're plugged in and tightly fastened.
  • Make sure your remote control has fresh batteries (if your remote control is not working, open the battery enclosure and simply spin the batteries with your finger).
  • If your DIRECTV receiver connects through your VCR or DVD player, make sure the latter is turned off or is set on the channel that allows the signal to pass to the TV.

Q: What's a receiver?
A: It is the set-top box that allows you to view your television and enjoy DIRECTV programming.

Q: What is a Digital Video Recorder (DVR)?
A: A device that allows you to record your favorite TV programs, and stores it onto a hard disk in a digital format; thereby eliminating the need for video cassette tapes. It also allows you to pause live TV without losing any programming, and fast forward through recorded segments at your discretion.

Q: Can I add to my programming package after my installation?
A: Call DIRECTV at 800-531-5000 to add or select any additional programming you choose.

Q: I’m trying to order a Pay-Per-View (PPV) event or movie but cannot do so via my remote?
A: Call DIRECTV at 800-531-5000.

Q: Will every TV need a Digital Receiver?
A: Yes.

Q: Tell me more about leasing equipment from DIRECTV?
A: Go to your Community under “Find My Community” and select the “DIRECTV FAQs Specific to Your Community” for the answer to this question.

Q: Is there an agreement if I lease an advanced receiver like an HD receiver, or a HD DVR receiver?
A: Go to your Community under “Find My Community” and select the “DIRECTV FAQs Specific to Your Community” for the answer to this question.

Q: Should I order a Broadband (wired) Cinema Connection Kit (CCK) or wireless CCK?
A: Go to your Community under “Find My Community” and select the “DIRECTV FAQs Specific to Your Community” for the answer to this question.

Q: Does the service go down every time it rains?
A: No. This is referred to as rain fade. To combat this, Optical Communities uses a commercial-grade dish (antenna), in your apartment community resulting in a much stronger signal. Optical Communities also uses commercial-heated dishes in northern or mountain climates, which eliminate ice and snow buildup.


More support topics
DIRECTV technical information and equipment [http://support.directv.com/]

Digital Home Phone FAQ

Quick Reference

  • Always check and make sure all connections are tight and secure.
  • If your power goes out, portable phones will not work.
  • When you're not using your portable phone, always make sure it is charging on its base.

Q: What is CPNI?
A: CPNI (Customer Proprietary Network Information) is information that relates to the type, quantity, destination, technical configuration, location, amount of use and billing information of your Optical Communities Home Phone service. Under federal law, you have a right, and we have a duty, to protect the confidentiality of your CPNI. CPNI does not include your name, address, and telephone number, because federal law classifies that information as “subscriber list information” which is not subject to the protections applicable to CPNI.

Q: Do you offer International Calling?
A: We do not offer International Calling at the present time. Our calling plan offers unlimited calling nationwide (all 50 states) plus Canada. If you wish to make international calls, we encourage you to utilize your credit card if your credit card offers reasonable international calling or a calling card.

Q: Can I use my answering machine versus using Voice Mail?
A: Yes. Simply login into your Home Phone Portal on our website, go to Settings and Turn Off your Voice Mail.

Q: Where and how do I login to the Home Phone portal?
A: You can login to the Home Phone portal via our website (there is a link in the left margin). If you do not remember your password you can retrieve it via the Home Phone portal login screen. If you do not remember your username please call Customer Service at 1-888-981-1849.

Q: How do I change my password in the Home Phone portal?
A: Login in the Home Phone portal, you can accomplish this via the “Profile” page (selection) under “Account”.

Q: I have your Digital Home Phone service installed and connected my phone/telephone equipment into one of the wall jacks but I don’t hear any dial tone?
A: Refer to the self-install guide that was sent with your Optical Communities Home Phone Self-Install Kit regarding how to connect equipment.