Frequently Asked Questions | Cal-Ore Communications
Cal-Ore Communications Frequently Asked Questions

Frequently Asked Questions

Customer Support: 1-800-858-2399 (8am-5pm Monday-Friday)

Technical Support: 1-800-218-6118 (24 hours a day, 7 days a week)

 

Internet Questions

Why can't I connect to the Internet?
If you are unable to establish a dial-up connection, you should be getting an error message. Write down exactly what the message says, and contact our 24/7 tech support.
What does this error message mean?
Write down the error message, and contact our 24/7 tech support at the number above.
How much faster is High Speed Internet than Dial-up?
The simple answer to this question is, a lot faster. Perhaps a better way to describe it is in terms of plumbing. You will hear the term "bandwidth" all the time. Bandwidth is basically the size of the 'pipe' that carries data to and from your computer. Your bandwidth for dial-up is up to 56k. The base speed for our High Speed Internet is up to 1Mbps. That means that you have over 18 times as big a 'pipe'. That means you can move more data at one time, which makes it work much faster.
What special equipment do I need for High Speed Internet?
You don't need any special equipment or software to get the High Speed Internet. The modem/radio equipment is supplied by us and you pay a monthly maintenance fee. You will, however, need to have an Ethernet adapter in your computer. Check the manufacturer's specifications to see whether or not your computer came with one. If not, you will need to have one installed.
Can I connect more than one computer to the High Speed Internet?
Yes. For a small charge, we will supply a router for you. In fact this is highly recommended. This router has ports for up to 4 computers. You can link more by using wireless or a network switch to expand the capacity. For our wireless and fiber customers, you'll need to purchase a router. Please as our customer service about a router when you're signing up for an account.
Why should I use a surge protector or battery backup?
A good surge protector can be a lot cheaper than a new modem or a new computer. These things can be damaged or destroyed by power surges.
What is the charge to move my High Speed Internet to a different house or office?
Unlike dial-up internet, or your phone service, Broadband (DSL, fiber and wireless) requires quite a bit of additional work in order to move from one place to another. Moving your Broadband is exactly like doing a brand new installation. If you move your High Speed Internet service you will be charged $100 installation/move fee.

E-Mail

Customer Support: 1-800-858-2399 (8am-5pm Monday-Friday)

Technical Support: 1-800-218-6118 (24 hours a day, 7 days a week)

 
What are the POP3 and SMTP Settings
POP3 (or incoming mail server): pop3.cot.net
SMTP (or outgoing mail server): smtp.cot.net
I can connect to the internet, and browse, but I can't get my email.
Have you set up your cot.net email on your computer? If you have set it up, and it has been working up until now, you should be getting an error message. Write it down and contact our 24/7 tech support at the number above.
Why does my computer keep asking me for my username and password?
The first thing to try it to make sure you're entering the correct username and password. Also, make sure your CAPS LOCK is not on and you don't add any extra numbers, spaces or punctuation. If you've tried all of that and it doesn't work and contact our 24/7 tech support at the number above.
What can I do about all this Spam?
All of your emails are run through our spam-filters and virus scanned before they reach your inbox. However, sometimes this is not enough. We recommend running your own spam filter on your computer. There are several different spam filters out there. Do a search for "spam filter" on the web and pick one that fits your needs. If you are using Microsoft Outlook Express, we suggest you check out Mozilla Thunderbird. Thunderbird has excellent integrated spam filters and is safer to use than Outlook Express.

Internet Safety

Customer Support: 1-800-858-2399 (8am-5pm Monday-Friday)

Technical Support: 1-800-218-6118 (24 hours a day, 7 days a week)

 
Why should I use virus protection software?
Windows is the most common PC operating system, and is particularly vulnerable to viruses. In fact, you should not use a windows computer on the internet without updated virus protection. The thing to remember is that some viruses can destroy your computer. If you compare the cost of software to the cost to repair your computer, it really makes sense to get the software. Free anti-virus software can be found at http://www.avast.com/ or http://free.grisoft.com/
How can I keep my kids safe on the internet?
First and most important, educate your children about the dangers of using the web without supervision. Education is the most powerful security you can provide your children. Next, you can buy some parental control software. These programs will allow you to control the content your kids access.
Why is it important to do my updates?
The two most important things you can do to maintain your computer's health is periodically run your Windows Update, and keep your virus protection software up to date.
What is adware and spyware and how do I get rid of it?
Adware and spyware is software that is downloaded via the internet or email. Sometimes you will click 'yes' on something you haven't read carefully, and that will load the software. Or you may have opened a spam email that had the software attached to it. A lot of adware and spyware works like a virus, getting onto your computer without your specific permission or knowledge. Adware specializes mostly in introducing pop-ups and other internet-based advertising. Spyware specializes in logging keystrokes, and keeping track of where you go on the internet. Both types of software can and do send your information to the company or individual that originated it. The best way to remove this kind of software is to run a program that searches for and removes adware and spyware. There's different software available, you can search on the web to find one that's right for you. We recommend Webroot Spysweeper.
Why doesn't Cot.Net actively filter my internet access and email?
The answer is we do! We do virus scanning and spam-filtering before your mail even reaches your inbox. Unfortunately, this is not enough to catch everything you can get from your email. Virus Protection and a spam filter software on your computer is a good idea. We don't provide filters for you internet access because filtering can limit you as much or more than it protects you. We feel that our customers are the best judges of what they want to use their internet connections for.

Billing FAQs

Customer Support: 1-800-858-2399 (8am-5pm Monday-Friday)

Technical Support: 1-800-218-6118 (24 hours a day, 7 days a week)

 
Why is my bill so high?
This can depend on a few things: First, do you subscribe to any of our custom Calling features? Second, what long distance plan do you have with Cal-Ore? Third, do you have our High Speed Internet Service? Finally, if you have added a new service or multiple new services you could be seeing billing partials and/or activation fees if applicable.
Can you explain the charges on my bill?
If you contact us we will try and explain any charges that appear on your bill.
Can I pay my bill with a credit card?
Yes. You can pay your bill with your credit card by stopping in the local office, or call and your payment can be processed over the phone. You can also sign up for Direct Payment and indicate that you would like us to automatically debit your credit card monthly for the amount due on your bill. Just complete a Direct payment authorization form and mail it in or drop it by today!
How can I have my telephone bill paid automatically each month?
Automatic payment of your phone bill can be handled by direct ACH withdrawal from your bank account or automatic debit of your credit card each month. You will need to complete the direct payment authorization form. If you would like to sign up for direct ACH withdrawl from your bank account return the form to our office completed with a voided check from your account. The balance due on your phone bill will be automatically withdrawn from your bank account on the 10th of each month. The authorization is to remain in full force and effect until Cal-Ore has received written notice of its termination in such time and such manner as to afford Cal-Ore and depository a reasonable opportunity to act on it.
What is my account balance?
If you contact us , one of our Customer Service Reps can tell you your current balance..
Why am I charged an "Interstate access charge" when I never call out of state?
The interstate access charge is a requirement of the Federal Communication Commission. It is intended to help level the cost of phone bills throughout the US. It is a required charge on all local telephone companies.
What are "Federal Universal Service" and "State Universal Service"?
The Universal Service Fund, both State and Federal, is a pooling agreement for most telephone companies, regulated by the FCC and the State Public Utility Commission to help defray the costs of telephone service in high cost areas.

Phone Service

Customer Support: 1-800-858-2399 (8am-5pm Monday-Friday)

Technical Support: 1-800-218-6118 (24 hours a day, 7 days a week)

 
How do I set up a new telephone service?
If you have not had service with us in the past or it has been a while since you've had service you will need to fill out an application for new service which you can get at our office.
Why doesn't my phone work?
The best idea is to contact us and let us know what sort of problems you are having and a trouble ticket can be issued.
How long does it take to get my phone connected?
Once you turn your application in, and pay a deposit if applicable, we estimate 5 to 7 business days to get the service started. If you need inside wiring done that will need to be scheduled and may take more time.

Long Distance

Customer Support: 1-800-858-2399 (8am-5pm Monday-Friday)

Technical Support: 1-800-218-6118 (24 hours a day, 7 days a week)

 
Who is my Long Distance Carrier?
Your Long Distance Carrier will be identified on the first page of your Cal-Ore Telephone bill, on your remittance stub. If you have Cal-Ore Long Distance the billing Charges will also on your bill. If you have any other carrier besides Cal-Ore you will receive a separate bill from that carrier for any long distance charges.
How did my Long Distance Carrier get changed?
When a long distance carrier initiates a Pic change request to change your Long Distance carrier the change will be made unless you have requested a Pic-Freeze on your account. If you did not request this change it is called "Slamming". We recommend you set your desired long distance carrier, and then call us or stop by our office to request a Pic-Freeze on your account. There is no charge for a Pic-Freeze.
Why are calls between Dorris/Macdoel and Tulelake/Newell a long distance call?
Extended Area Service, or EAS, is a designated area in which one subscriber can call another subscriber without long distance charges. These areas are designated by the California Public Utility Commission. In order to change these areas, a request must be made to the CPUC. A study is then conducted to determine a majority interest and the feasibility of extending the area. When EAS areas are extended, local rates may increase to offset the cost of extending the area.
What are your Long Distance rates?
Our rates vary depending on the plan you have, please click here to learn more
Why can't I call Long Distance?
First, do you have a Long Distance Carrier for both in-state and out of state calls? Or do you have a toll block on your phone? Also, if you delinquent on your bill your toll calling may be blocked..

Calling Features

Customer Support: 1-800-858-2399 (8am-5pm Monday-Friday)

Technical Support: 1-800-218-6118 (24 hours a day, 7 days a week)

 
What custom calling features am I currently subscribed to?
Get your last bill from Cal-Ore it should list any custom calling features you have. Otherwise, you may contact us and one of our CSR's will be glad to tell you what features you currently have
How much are the custom calling features?
Most of our features are available here. You may also call Customer Service if you have more questions.
How can I access my voice mail?
You may access the voice mail system from any phone and may be asked for your mailbox number (7 digit phone number) and/or password.
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