FAQs

While viewing the service on this website that you would like to sign up for, click the ‘Get Started’ button. You will then be directed into our SmartHub order management where you can complete the application electronically. Of course, you may also call our office for assistance at 608-586-4111.

• Yes! Simply complete the Automatic Payment Form and return to our office or sign up/log into the SmartHub service and choose Billing & Payments > Auto Pay Program. The payments will be automatically deducted on the 20th of each month, or the following business day if it falls on a weekend or holiday.

• No, Marquette Adams offers a vacation status. Your services will be suspended for the time you choose and your monthly bill will be a smaller, basic monthly charge plus taxes for duration. Remember, when you activate or deactivate a vacation status your bill will be prorated. You will also be charged a records service fee for vacation disconnects, but no charge when you return to full service.

• Customer Proprietary Network Information (CPNI) is the information which Marquette Adams is able to collect from a customer’s account. This information available consists of; the numbers you call and when you call them, specific services you use, your mailing address as well as other information. The FCC prohibits your telephone company from releasing this information to anyone when inquiring about an account. The only time this information can be released is if you provide an account number or the correct answer to a security question. More information about CPNI can be found at the FCC’s website http://www.fcc.gov/cgb/consumerfacts/phoneaboutyou.html

• This is because the bill says the ‘Amount Due’ is due on the 25th of the month, however, the amount past due is due immediately.

• If you paid your bill after the first of the month it will not show on your new statement. Payments received after the last business day of the month will be posted to your account after Marquette Adams processes the new bills and prints them.

• The ‘RESIDENCE ACCESS’ or ‘LOCAL MEASURED SERVICE’ charge is the primary service fee for providing phone service into your home.

  The ‘FCC SINGLE LINE ACCESS’ or ‘FED SUB LINE ASSESSMENT’ and ‘FEDERAL UNIVERSAL SERVICE FUND’ are mandated by the FCC to promote access to telecommunications services at reasonable rates. All telecommunications service providers and some other providers are required to contribute to this fund.

  The ‘ACCESS RECOVERY CHARGE’ or ‘ACCESS RECOVERY ASSESSMENT’ or ARC, allows incumbent local exchange carriers such as Marquette Adams to recover part of the revenues lost through FCC required reductions to access rates.

  The ‘911 SURCHARGE’ is imposed by state or  local government to help pay for the call centers for emergency services such as police & fire.

  The ‘STATE BASIC AREA REV/STATE USF’ is similar to the federal universal service fund, where the funds are only used within Wisconsin.

  The ‘POLICE AND FIRE POTECTION FEE’ was created in 2009 by the Public Service Commission (PSC) and Department of Revenue (DOR). The amounts collected from these fees will be remitted to the state and ultimately be distributed back to local units of government under the county and municipal aid program to support continued funding of police and fire protection services. This charge is on every landline and cellular telephone number.

• You can change the billing address on your account by contacting one of our customer service representatives at (608) 586-4111. Please have your account number ready.

• You can change your credit card information on your account by contacting one of our customer service representatives at (608)586-4111. Please have your account number and new card information available. If you are signed up to use our online SmartHub you can change your information under Billing & Payments > Auto Pay Program.

• There are many convenient methods to pay your bill. Simply mailing your remittance slip in with payment, calling the billing office and paying via credit or debit card or a bank draft or visit our Online Bill Pay page.

• Your first bill is pro-rated from the date you began service with Marquette-Adams. You are billed from the time you started service until the end of that month PLUS the entire next month. All bills are charged for the full month the bill is generated. Any installation charges or hookup fees will also be billed on your first bill.

• In the event that the payment from your credit card is declined, we will provide you with a notice alerting you to update your credit card information. Failure to respond may result in the removal of your credit card information.

• Marquette-Adams bills are always due on the 25^th of each month.

• A monthly bill will be generated and mailed to you each month. If you would like take advantage of e-billing (paperless) billing, you can sign up here.  If you sign up for e-billing you will not receive a paper bill each month unless requested.

• The reason for the 2 addresses is as follows:

  1. The service address is used so that we can keep 911 informed of your current location and provide them with the correct information.
  2. The billing address is to confirm billing information with your credit card/banking service provider for billing purposes only.

• If you are experiencing an issue with any of our services, you can reach our 24-hour help desk at 608-586-5910. If they are unable to assist you over the phone, they will dispatch the on call technician to correct the problem.

• To remove an item from your list of recordings:

  1. Press the MENU button on your remote.
  2. Navigate to RECORDINGS and press OK.
  3. Navigate to CURRENT and press OK
  4. Highlight the recording that you wish to remove and press the RED button to delete.
  5. Arrow down to DELETE RECORDING, and press OK.

• Marquette-Adams sets parental controls to OFF and subscribers have the option of activating parental controls. Parental controls lets you customize your parental controls to fit your needs. With parental controls ON, the kids can watch TV without you constantly worrying that they may see something inappropriate. With parental controls OFF, adults can watch their programs without repeatedly entering a password.

  To customize your parental controls:

  1. Press the MENU button on your remote.
  2. Navigate to SETTINGS, press OK.
  3. Navigate to PARENTAL, press OK.
  4. Choose the options you would like to customize (Change PIN, Edit Locked, Set Ratings, Time Restrictions, Cancel Override and Options), Press OK.
  5. Your ratings PIN is ‘0000’ by default.

• There is a limited amount of space available on your DVR box. To find out how much space you have used:

  1. Press MENU
  2. Navigate to RECORDINGS, press OK
  3. Navigate to CURRENT, press OK (At the top of your recordings menu, you will how much space you have used)

• You can pause up to 2 hours. After pausing for 2 hours, the program will begin playing from the point at which you paused.

• No, the recording will automatically stop at the end of the program.

• Yes, if you have a DVR.

• No. Marquette-Adams provides all of the equipment needed for our services.

• High-Definition Television is a way to send and receive television broadcast signals.  Television production quality has improved dramatically since the evolution from the analog signal to the digital television. HDTV images use pixels (small dots that make up the color image on a TV screen).  These pixels are much smaller and closer together than those used in standard analog televisions, thus making the HDTV a much higher quality picture.  HDTV’s can display five to six times the detail than an analog TV. The sound quality of HDTV is also enhanced by using Dolby Digital sound, the same technology used to produce sound in movie theaters.

• In order to watch high definition channels, you must first own an HDTV. Marquette-Adams will provide you with an HD set top box so that you can enjoy our many HD channels.

• For TV or High Speed Internet installation: Clear a work area around each TV and/or internet location. Also keep in mind, ideally we would like to run CAT5 wiring to each location.

• Unfortunately, there is nothing Marquette Adams Telephone can do about this. The networks broadcast the show this way to capture more of the picture onto the screen.

• If you decide to disconnect service with Marquette-Adams at any time, please contact our office at (608)586-4111. Please have your account number ready when you call.
  *If you only wish to suspend your services for a period of time, you can take advantage of our Vacation Service, which lets you pay a smaller basic monthly charge while you’re away.

• This service lets you pay a smaller basic monthly charge for regulated services while you’re away for a period of time. A records charge will apply when a vacation disconnect status is requested. There is no service charge to change to full service when you return. Your service must remain active for six months per year. To arrange this service, call our office at (608)586-4111. Please have your account number ready when you call.

• Marquette Adams Telephone Cooperative sub-contracts a company called Solarus. When you call them you will be connected to a representative out of the Wisconsin Rapids Wisconsin area.

• You will need to contact the manufacturer of the TV. This information can be found in the user manual.

• If you are experiencing an issue with your email, you can contact our help desk at (608)586-5910.

• For TV or High Speed Internet installation: Clear a work area around each TV and/or internet location. Also keep in mind, ideally we would like to run CAT5 wiring to each location.

• Yes, Marquette-Adams leases our state-of-the-art wireless routers, which also includes remote support.

• If you are experiencing an issue with any of our services, you can reach our 24-hour help desk at 608-586-5910. If they are unable to assist you over the phone, they will dispatch the on call technician to correct the problem.

• If you decide to disconnect service with Marquette-Adams at any time, please contact our office at (608)586-4111. Please have your account number ready when you call.
  *If you only wish to suspend your services for a period of time, you can take advantage of our Vacation Service, which lets you pay a smaller basic monthly charge while you’re away.

• This service lets you pay a smaller basic monthly charge for regulated services while you’re away for a period of time. A records charge will apply when a vacation disconnect status is requested. There is no service charge to change to full service when you return. Your service must remain active for six months per year. To arrange this service, call our office at (608)586-4111. Please have your account number ready when you call.

• Marquette Adams Telephone Cooperative sub-contracts a company called Security Coverage. When you call them you will be connected to either the Cedar Rapids Iowa or Westby Wisconsin offices.

• Incoming mail server for maqs.net is mail.maqs.net

  Outgoing mail server for maqs.net is smtp.maqs.net

• Toll control with PIN (Personal Identification Number) override allows you to prevent long distance calls from being made from your telephone line. It can be overridden on a per call basis by dialing a special access code plus your PIN. Incoming and local calls are not affected by the activation of this feature. A default PIN is entered automatically and can be changed through the use of a PIN change access code received from Marquette-Adams. To make a toll call (or override toll control restriction)

  1. Lift the receiver and listen for a dial tone.
  2. Dial phone number to call and listen for a stutter tone.
  3. Dial your 4-digit PIN.
  4. Your call will be placed as long as the correct PIN was entered.

• If Marquette Adams installed a battery backup to provide backup electricity to your fiber fed telephone line during an outage. This will not provide power to your cordless phone. However, if you have a phone which plugs directly into your phone line you will still be able to use your telephone service.

• Yes, As long as it originated within the area and the exchange was/is a landline telephone number.

• An ECC (Extended Community Calling) is any call made to your surrounding area. You can view your which numbers are within your ECC area by going to our long distance page and clicking on “SEE  OUR CALLING AREAS”.

• If you are experiencing an issue with any of our services, you can reach our 24-hour help desk at 608-586-5910. If they are unable to assist you over the phone, they will dispatch the on call technician to correct the problem.

• Marquette Adams Telephone Cooperative sub-contracts a company called Solarus. When you call them you will be connected to a representative in the Wisconsin Rapids, Wisconsin area.

• Selective call rejection allows you to create a list of phone numbers from which you do not wish to receive calls. Calls from phone numbers on your list are sent to an announcement that informs the caller that you are not receiving calls at this time.

  To use selective call rejection:

  1. Press *60
  2. Listen to the voice instructions which will guide you through the steps of how to turn your selective call rejection on/off or make changes to your rejection list.

  To add the last incoming call to your selective call rejection list:

  1. Hang up then lift the receiver and listen for dial tone.
  2. Press *60 and listen for instructions.
  3. Press # 0 1 #

• Voice Mail will make sure you never miss another call. If you’re away from home or on the telephone, Voice Mail answers incoming calls with your own personal recorded greeting, provides you with the date and time of every call, easy remote access from any touch tone phone, and more. No equipment to purchase, store or repair. Never miss a call again!

  Download PDF of Voicemail User Guide

• This service allows a subscribers line to be configured with a number that is dialed automatically when a phone is taken off the hook.

• Do not disturb allows you to prevent incoming calls from ringing at your station. Only callers who have your PIN (Personal Identification Number) can override the do not disturb feature and ring your telephone.

  To activate do not disturb:

  1. Dial *78 then listen for three beeps.
  2. Hang up.

  To cancel do not disturb:

  1. Dial *79 then listen for three beeps.
  2. Hang up.

• With 3-way calling, you can add a third person to a conversation without operator assistance. You can also arrange meetings and activities with two other people without calling back and forth. Here’s how:

  1. Press and release the receiver button briefly to put your first call on hold.
  2. Dial the number of the third person you wish to add to the call. When someone answers, only you will be able to talk to that person.
  3. To begin the 3-way call, press and release the receiver button briefly. Now all three of you are on the line.
  4. If the line is busy or you get no answer, you can return to the original call by pressing and releasing the receiver button twice.
  5. If the person you are talking to hangs up, you can add another caller by repeating the steps above.
  6. To disconnect the third person, press the receiver button twice. Your line is then free to add a different third party by repeating the previous steps.
  7. 3-way calling works whether you have received or made the first call.
  8. Everyone is disconnected when you hang up.

  *To activate this feature, contact our office at (608)586-4111. Please have your account number ready when you call.

• This service lets you pay a smaller basic monthly charge for regulated services while you’re away for a period of time. A records charge will apply when a vacation disconnect status is requested. There is no service charge to change to full service when you return. Your service must remain active for six months per year. To arrange this service, call our office at (608)586-4111. Please have your account number ready when you call.

• If you decide to disconnect service with Marquette-Adams at any time, please contact our office at (608)586-4111. Please have your account number ready when you call.
  *If you only wish to suspend your services for a period of time, you can take advantage of our Vacation Service, which lets you pay a smaller basic monthly charge while you’re away.

•  

  Speed calling allows you to call pre-selected telephone numbers quickly by dialing an assigned code.

  To set up or change speed calling numbers:

  1. Dial *74 for 1-Digit Speed Calling (code 2-9), or dial *75 for 2-Digit Speed Calling (codes 10-49).
  2. Listen for 3 beeps and a steady dial tone.
  3. Enter the speed calling code (2-9 or 10-49).
  4. Dial the desired telephone number, and then listen for 3 beeps.
  5. Hang up.

  To use speed calling:

  1. Dial the desired speed calling code (2-9 or 10-49), then press # (or wait 4 seconds).
  2. The assigned number will be dialed automatically.

• Automatic callback allows you to dial a code to have your phone continuously attempt to redial a busy number that you tried to call. When the line is free, you will be alerted with a special ring and the call will automatically be made. You can also use automatic callback to redial the last number you called.

  To use automatic callback:

  1. Hang up, then lift the receiver and listen for a dial tone.
  2. Press *66
  3. If the line is busy:
     • Listen for 3 beeps or an announcement telling you the number is busy.
     • Hang up.
     • You will hear a short-short-long ring when the line is free.
     • Your call will automatically be made when you lift the receiver.
  4. If the line is not busy:
     • Listen for a ring.
     • Wait for an answer.

  To cancel automatic callback:

  1. Press *86 and listen for dial tone or an announcement.

• Caller ID blocking prevents your phone number from being displayed to the person receiving your call. To activate this feature, simply dial *67 prior to placing your call.

• Caller ID allows you to see the calling party’s name and number on a unit that accepts this service.

  • Add call waiting to this package. This allows you to see the calling party’s name and number while you are on the phone.
  • If you subscribe to Marquette-Adams TV service, the incoming call information call also be viewed on your television screen.

  *To activate this feature, contact our office at (608)586-4111. Please have your account number ready when you call.

• Call waiting alerts you with a beep during a telephone conversation that another call is waiting to be answered.

  • To end an existing call and answer a waiting call, hang up, allow the telephone to ring, and then answer it.
  • To hold an existing call and answer a waiting call, press and release the receiver button.
  • To alternate between call, press and release the receiver button.
  • To disconnect calls, simply hang up.

  *To activate this feature, contact our office at (608)586-4111. Please have your account number ready when you call.

• Call forwarding allows you to redirect all calls to another telephone number.

  • Dial *72, then listen for 3 beeps and a steady dial tone.
  • Dial the telephone number to which call will be forwarded.
  • Listen for 3 beeps.
  • Hang up.
  • To cancel call forwarding, dial *73, then listen for 3 beeps

  *To activate this feature, contact our office at (608)586-4111. Please have your account number ready when you call.

• The Status View of the SecureIT console includes a Quick Scan button, which can be used to check for malware in known locations where it likes to hide. Custom and complete scans can be initiated from the Scanning tab in the console. You can also right-click a file or folder in Windows and select “Scan with SecureIT” from the context menu.

• You can open the SecureIT console at any time to check the status of the SecureIT services. If each status is green, then SecureIT is running smoothly.

• No. SecureIT is a full-featured anti-virus and firewall program and, as such, will conflict with other anti-virus and firewall products. Any previously installed anti-virus and/or firewall products must be uninstalled before SecureIT is installed. Please note this does not include the built-in Windows Firewall (which cannot be uninstalled); this is disabled automatically when SecureIT is installed.

• Typically, no action is required from you; SecureIT will automatically take care of the infection. You can perform a manual scan if you like, as a “peace of mind” check that nothing else is hiding on the machine. If you are getting constant messages that SecureIT is detecting infections, it would be a good idea to contact our support team to investigate further.

• The Resolve Now button is a one-click fix for SecureIT status issues. If you happen to see a red or yellow status within the SecureIT console, clicking this button will run through a series of checks and fixes to resolve the issue automatically.

• Yes, SecureIT will check for new updates every ten minutes. Typically there are new updates available at least once an hour, so you can rest assured you always have the latest and greatest virus definitions.

• In the Preferences tab of the SecureIT console, there is an entry called Firewall in the left-hand menu. Underneath this entry is a sub-menu called Firewall Rules. Here you can choose to add a new rule. When creating a rule you can specify a particular executable the rule should apply to, whether the rule should allow or block traffic and the IP addresses and services the rule should apply to. You can also create a custom protocol.

• The Reporting tab of the SecureIT console displays all SecureIT activity, including scan reports, firewall logs, and activity related to Parental Controls. This information is also submitted to your myportal.securitycoverage.com site for online viewing.

• If your PC suffers an infection-related issue while using SecureIT Plus, and we are unable to repair the issue ourselves, we will pay up to $100 to have your PC repaired at a shop local for you. To qualify, the following criteria must be met:

  • SecureIT Plus must have been installed by a certified SecureIT technician.
  • The technician must have verified that your PC was free of any infections at the time of installation.
  • The infection must have occurred while SecureIT Plus was installed.
  • A certified SecureIT technician must be allowed to attempt to fix the issue. SecurityCoverage, at its sole discretion, will determine when it is appropriate for you to engage an outside computer repair entity.

  Security Coverage reserves the right to deny the guarantee claims if the threat is deemed to be pre-existing or self-inflicted. This guarantee applies ONLY to SecureIT Plus. SecureIT Mobile and the Security Coverage Mobile Suite are covered by their own guarantee terms and conditions.

• SecureIT’s support line can be reached by dialing 1-877-373-3320

• Just open the File Hopper Plus console through the program menu or by right-clicking the File Hopper Plus system tray icon and view the Status tab to check the status of your recent backups, including a view of all your computers and devices using the service.

  You can also view all files that were backed up on your machine from the Restore — Local Restore tab or from your File Hopper Portal.

• You can log in to the My Portal web page from any machine at http://myportal.securitycoverage.com with the e-mail address and password you registered with. From this page you can access the files within your File Hopper. 

• File Hopper Plus was made to back up your most important files (music, e-mail, contacts, photos, financials, etc.), but not your system and application files, which are easy to restore via your original CDs. Backing up application and system files and attempting to restore them from File Hopper Plus is not recommended or supported. 

• No, File Hopper Plus is an online backup program and is not online storage. It is meant to be a second copy of the files you want to have backed up. If you delete a file from your computer, we will store it on our servers for 30 days and then it will be deleted from our servers.

• The very first backup after installation will take the longest and can run from a few minutes to 48 hours based on the amount of data you plan to backup and the speed of your Internet connection.

  On an average computer and Internet connection, File Hopper Plus will back up 10-15 GB per 24-hour period.

  Once the initial backup is completed, daily backups typically run in less than 15 minutes and, in most cases, you won’t even notice. File Hopper Plus uses what are called differential backups, which means that it only backs up portions of your files that have changed since the last time they were backed up. This saves lots of time, bandwidth, and storage space. 

• No, while in sleep or hibernate mode the hard disk drive is halted, and File Hopper Plus and other services on the computer will not run. When the computer is returned to normal operation, the services will be restarted automatically. 

• Your deleted files are kept for 30 days after your most recent backup. Each backup represents a full copy of your data as it existed on the date it was backed up. At any time you can delete these retained files, freeing up additional storage space.

• Operating Systems (Includes both 32 and 64-bit)

  • Windows XP
  • Windows Vista
  • Windows 7
  • Windows 8
  • Mac 10.6
  • Mac 10.7
  • Mac 10.8

  System Memory: 64MB of RAM

  Available Hard Drive Space: 100MB

  Internet Connection: High Speed

• For Internet Explorer: Tools >Internet Options >Content >Autocomplete Settings button >Prompt me to save passwords – should be checked, then click Apply and restart the browser.

  For Firefox: Tools->Security >Remember Passwords for Sites – should be checked, then click OK and restart the browser.

  For Google Chrome: Wrench > Options > Personal Stuff > Offer to save passwords – should be checked, then click close and restart the browser

  For Apple Safari: Sprocket icon > Preferences > Auto-Fill > Usernames and passwords – check the box and the change will be saved.

• Password Genie uses industry leading 128-bit SSL encryption providing a trusted, safe encryption method. This encryption, combined with your Master Password, makes Password Genie a safer alternative to pen and paper, notebooks, or built-in browser functionality.

• Yes. When usernames and passwords are populated via the “remember me” function, Password Genie will prompt you to save, and it will be stored within your password file.

• Password Genie makes it so simple. As you visit your favorite sites that require a login, Password Genie will ask you if you would like to save that site. Once you enter your username and password, that’s it; you’ll never have to remember it again! 

• DNS spoofing occurs when hackers make your IP address point to another incorrect IP address without you knowing it. By doing this, they have gained access to the server you are using and can monitor all of your Internet activity. You will know this is occurring because when you try to access a site, you will receive a “Site not found” error.

  By checking the “Enable DNS validation” box, Password Genie will check for these sites and won’t automatically pre-fill or ask you to save your information on these sites.

• Once installed, a Password Genie icon will appear on your desktop, as well as in your icon tray. Click on either one of these to open your Password Genie Management Console. Here you will find all of your saved web sites and their corresponding usernames and passwords.