Q. How do I turn my Phone, Cable, and Internet on?
A. Your phone, cable, and internet services can be ordered on-line by going to the FSU Office of Telecommunications web site (http://www.otc.fsu.edu/Student/Offer/heritagegrove.html). You will need your official Heritage Grove address to order services. You will also need to login to submit an order through the Blackboard website, which will require you to sign up for an FSUID account. Once your FSUID account is created, it will give you a FSUID email account, which you will need to use in order to sign up for services. To sign up for services, click on the link above within the paragraph, then go to the link that says Sign Up/Disconnect Services to go through the sign-up process. Many specials are offered through the 5th day of classes, so be sure not to miss them!
TELEPHONE SERVICE
Q. How much is the basic phone service?
A. Telephone service will cost $24.37 per month (plus taxes and fees)which includes these calling features: Call Blocking, Call Waiting, Repeat Dialing, 3-Way Calling, Call Forwarding, Caller ID, Selective Call Rejection, *69 and Distinctive Ringing. Information regarding these features is available at http://www.otc.fsu.edu/Student/Offer/HGFCCOffer.html. You will need to sign up for a phone line in your apartment in order to use your alarm system.Q. Can I make my service cheaper by not getting all of the features with the basic service?
A. This option is not available. Q. Is there an activation fee for the phone service?
A. Activation fees for phone service is $95.35. For this fee, all three phone jacks in your apartment will be activated, as well as all of the calling features listed above. This fee can be split into a maximum of three installments. Note: Activation will be at a reduced rate of $65.00 through the 5th day of classes.
Q. Can I have a phone line in my own name?
A. Yes. You must set up a line in your own name through OTC. Activation fees will apply and you will receive your own personal bill for your line.
Q. How do I find out what my phone number is?
A. You can find out your phone number by dialing *98 from your phone. Remember to wait 3-5 business days after you sign up before you do this, as you may not have service before that time.
Q. What should I do if my phone isn't working?
A. To report a telephone repair (if you determine that local service is not working (no dial tone, static, etc.) rather than your phone), you can contact the Technology Services Help Desk at 644-HELP (4357). Or you may submit an online repair ticket at http://www.otc.fsu.edu, click on Orders & Repairs, and submit a repair ticket online. If this is for new service, be sure to wait 3-5 business days for activation. There is not usually a charge for a repair, except in cases of vandalism or destruction of property, etc.
VOICEMAIL
Q. Do I need to have voicemail? Will it be cheaper if I don't?
A. Voicemail is an optional service for your phone line. The rate for basic telephone service is $24.37/month (plus fees and taxes). Voicemail can be added for an additional fee. Q. What are the voicemail rates?
A. The monthly rate for voicemail is $3.00 for Voicemail 5 (holds 5 messages) and $5.00 for Voicemail 10 (holds 10 messages). Your voicemail also has capabilities to send a recorded message to a distribution list you set up, as well as to provide a wakeup call for you in the morning. Instructions for activating these features are available at http://www.otc.fsu.edu/Student/Offer/HGVMOffer.html. There is a one-time voicemail activation fee of $10.00, which will be waived through the 5th day of classes.
Q. How do I check my voicemail?
A. There are instructions for activating and checking your voicemail here. Voicemail can be checked from your own phone (a message waiting is indicated by a stutter dial tone) or from another phone.
Q. Can I have my own voicemail or do I have to share with my roommate?
A. If you and your roommate are sharing a line, you will also share a voicemail box. Make sure you both know the password to check messages. If you and your roommate have separate lines activated, you can each have your own voicemail applied to your lines.
Q. What can I do if I forget my passcode?
A. If you forget your passcode, you can submit an online repair or call 644-HELP (4357). The passcode will be reset to 1234, and you can change it when you get into your voicemail box. There is no charge for this service.
DIALING INSTRUCTIONS
Q. Is there somewhere that I can get dialing instructions for my calling features?
A. A list of calling features and how to program them can be found on the OTC website.
Q. Can callers from campus dial the last 5 digits of my number to reach me?
A. Yes. All calls made from campus to 644-, 645-, or 853- (even Heritage Grove) exchanges can be made with 5-digit dialing.
INTERNET SERVICE
Q. What is the rate for Internet service?
A. The rates for Internet service can be found here.
Q. Is there an activation fee for Internet service?
A. The activation fee for Apogee high-speed internet service is $25. Q. How will I be billed for Internet service?
A. You can pay for an entire semester or year at one time, or you can choose to pay in monthly installments. If you pay all at once, you have several options for payment:
Online: by credit card
Mail-in: by check, money order, or by writing the credit card number on the space provided on the form
Call-in: toll-free (1-877-478-8861) and pay by credit card or electronic check (funds transfer)
Online receipts of service are expected to be available sometime this fall, but this service is not yet available.
If you choose to pay in monthly installments (5 payments per semester), you must sign up by phone (1-877-478-8865) and give Apogee your credit card information. You will receive a paper invoice each month, and the system will automatically debit your card on the 7 th of every month.
Q. What should I do if my Internet service is not working?
A. Call Apogee Customer Service at 1-877-478-8865, M-F 9am - 9pm or Sat/Sun 1pm to 9pm. Over-the-phone troubleshooting is a free service provided by Apogee; however, if your problem cannot be solved over the phone, Apogee will refer you to one of their network partners in the area. These network partners may charge for repairs, but Apogee will advise you of any costs you will incur.
CABLE SERVICE (Basic, Digital, HDTV, DVR)
Q: How does Digital cable compare to Basic Cable?
A: Digital Cable uses advanced technology to deliver more choice than is available with core analog cable service. Some key benefits of Digital Cable include:
More programming choices
ON DEMAND - Comcast ON DEMAND lets you choose from hundreds of movies and shows - and start them whenever you want.
Pay-Per-View - more hit movies at convenient start times
Music Choice(r) - commercial-free, high-quality music, 24 hours a day
Interactive on-screen program guide permits control, choice, and convenience.
Q: Do I need a separate Digital Cable box for every outlet in the same apartment?
A: Many Digital Cable Customers choose to put a Digital Cable box in one room; others prefer to have one in every room. The Digital Cable box is required to view any digital channels, ON DEMAND programs, premium or pay-per-view channels that are offered.
Q: Do I have to buy a Digital TV to receive Digital Cable?
A: No. With Digital Cable you will receive a Digital Cable box that modifies the incoming Digital signal so that it can be viewed with your current TV. With Digital Cable you will be able to enjoy extended service from your current television, without having to buy a Digital TV.
Q: If I want to pay for Digital Cable in my room, but my roommate only wants to sign up for Basic Cable, can we sign up separately?
A: No. Only one customer per apartment may sign up.
Q: How do I upgrade my cable services from basic to digital?
A: If you are an existing OTC cable customer, simply fill out the service agreement on our website at http://www.otc.fsu.edu/Student/Offer/heritagegrove.html#SignUp. You will want to select the option to add SCV Basic + Digital. (You DO NOT have to cancel SCV Basic if you already have service.)
Q: How and when will I receive my Digital Cable Box?
A: An OTC Technician will contact you within 3-5 business days to schedule an appointment to install your box. You must be home for your appointment.
Q: How do I order Pay Per View Movies?
A: When you wish to order Pay Per View Movies, follow the following steps:
Press the Guide button on your remote.
Press the C button to view the current program options.
Highlight a movie and press the Select button (note: if ordering a movie to view at a future time, highlight "buy PPV event" and press the Select button).
Press the B button to buy the selected movie.
Press the A button to confirm your choice.
Q: Do I need a special HDTV cable box to get HDTV service?
A: To receive HDTV service, you must have an HDTV-capable or a HDTV- ready television set. In addition, you need an HDTV cable box that enables you to receive and watch HDTV programs. After sign-up for the HDTV service, OTC will provide this box. (Please understand that not all programs are broadcast in HDTV).
Q: If I choose to disconnect Digital Cable (or get disconnected for nonpayment), what happens to the equipment?
A: When you disconnect your digital service (or get disconnected for nonpayment), you must return all equipment (boxes, remotes, power cords) to the Office of Telecommunications at the Rod K. Shaw Building on the corner of Call & Dewey Streets. Failure to do so will result in a charge of $200-$500.
Q: How much is Pay Per View?
A. On Demand movies can range from $2.99-11.99. However, special events will vary in price depending on the type of event.
Q: What channels currently offer High Definition (HD)?
A: There are many channels that offer HD. There are the local broadcast channels like ABC, NBC, CBS and PBS. There are also networks like ESPN HD, INHD and INHD2, that offer a wide range of programming. If you sign up for HBO, Cinemax, Showtime, and/or Starz, you will be able to take advantage of the HD on those channels.
Q: If I want to disconnect my digital services but want to keep basic services, what do I do?
A. Complete a Service Agreement here and select
SCV Digital Only in the Disconnect Section.
Q: Is there a disconnection fee when canceling my services?
A: No. There is no disconnection fee when canceling your services. However, you should return all equipment undamaged upon disconnecting to avoid being charged for the unreturned equipment.
Q: Do I have to subscribe to digital cable to get HDTV?
A: Yes, HDTV is brought to you through your digital cable service for an additional charge.
Q: Is DVR available at Heritage Grove with digital cable services?
Q: What if I have a digital cable ready TV? Can I get a cable card instead of a set-top box? If so, what is the cost?
A: Cable cards are not available for Heritage Grove customers. Our partner, Comcast is unable to provide these type of cards to OTC for Heritage Grove residents due to FCC guidelines.
Q: With a cable card, will I be able to receive a full range of digital cable features, e.g. on demand and pay per view channels?
A: Cable cards are not available for Heritage Grove customers. Our partner, Comcast is unable to provide these type of cards to OTC for Heritage Grove residents due to FCC guidelines.
Q: Are Digital Cable and HDTV the same thing?
A: No. HDTV refers to a specific kind of digital signal format that requires a special television set. Digital Cable works with the cable already wired to your existing television therefore does not require a special type of television set.
Q: Is there only one type of digital cable package I can sign up for, or are there different packages?
A. Seminole Cable Vision will cost $39.99 per month. This includes more than 70 channels with 2 channels of HBO. There is a one-time $15 activation fee that will be waived for the first 5 days of classes. For more information about SCV, including a channel line-up, you can go to http://www.otc.fsu.edu/Student/Offer/scvOffer.html.
Q. What should I do if my cable is not working?
A. If your cable is not working, you can check the troubleshooting tips on the OTC website at http://www.otc.fsu.edu/Student/Offer/scvOffer.html. If you determine that you need to report a cable repair, you can contact the Technology Services Help Desk at 644-HELP (4357). Or you may submit an online repair ticket at http://www.otc.fsu.edu, click on Orders & Repairs, and submit a repair ticket online. There is not usually a charge for a cable repair, except in cases of vandalism or destruction of property, etc.
Q. What are Parental Controls and how do I set them?
A. With the parental control feature, you can control what your kids can watch, even when you're away. You can restrict the viewing of any specific program titles and channels, even Pay-Per-View programs. It also allows you to hide adult titles from displaying on the screen. And once a program or channel is restricted, it can only be viewed by entering the parental control code. Learn more ...
Q.How can I receive my Digital Cable Box?
A. An OTC representative will contact you within 3-5 business days when your box arrives. You have the option of coming into our office to pick up your box. Our office is located on the corner of Call and Dewey St. You also have the option of making an appointment with one of our OTC Technicians to come out and install your box. You must be home for your appointment.
Q. How can I pay a bill to OTC?
A. You can pay by the following options:
-By Cash, Check, Money Order, FSUCard, Visa, MasterCard, Discover, or AMX. These methods of payments can be made, at the FSUCard Center, Student Financial Services, fees.fsu.edu, and through your Blackboard account under Secure Apps where the link says "Make a Payment".
CONTRACTS & BILLING
Q. Will I be charged for telephone or cable repairs?
A. No. Certain charges may apply for vandalism or destruction of property, etc.
Q. Will my services through OTC be included in one invoice for both cable and phone service?
A. Local telephone service and cable will come on one invoice from the Office of Telecommunications. High-speed Internet will be billed through Apogee (see Internet Service). For more information on billing from OTC, you can go to http://www.otc.fsu.edu/Student/Misc/RBills.html.
Q. Will my invoice from OTC be mailed to me or available online?
A. Invoices from the Office of Telecommunications will be available online at https://accounts.otc.fsu.edu. You may use the OTC sign up form to request a paper invoice for an additional $1.50 monthly fee.
Q. How do I pay my bill to OTC?
A. You can pay by check or money order to FSUCard Center Parking Garage, Building 70 Tallahassee, FL 32306-4112 (by mail or in person)
Or with your FSUCard by calling 850-644-7777.
Or by visiting www.fees.fsu.edu and pay with your FSUCard, MasterCard, Discover or AMX.
Q. Do I have to sign a new contract for cable, phone, or Internet every semester?
A. No. Your services will remain active until you issue a written request to cancel them.
ALARMS
Q. Why do I need a phone line for my alarm to work?
A. When an alarm is sounded the phone line is needed to notify the alarm company.
Q. Do I need to request a phone line from OTC for my alarm, or will the monitoring company request the line?
A. You will need to request a line from OTC for the alarm.
Q. Can I use a single line for both the alarm and my phone, or will I need two lines if I want to use both of these services?
A. You can use one line for both the alarm and the phone. The charge for the line will be the same from OTC ( $24.37/month plus taxes and fees) , whether you choose to use the line for both your alarm and your phone, or only for the alarm. Using the line for your alarm will not normally interfere with your regular phone line use; however, if the alarm is triggered, a phone call will be cut off in order to alert the monitoring system.
Q. How do I sign up to have my alarm monitored?
A. The Office of Telecommunications cannot recommend a company to monitor your alarm. Contact Heritage Grove for information.
Q. Is there a fee for alarm activation, and will I be charged after that?
A. OTC only charges for the telephone line used to connect the alarm to the monitoring station. Questions about fees for activation of the alarm and monitoring charges should be directed to Heritage Grove.
Q. What can I do if my alarm is not working correctly? Is there a charge for repairs?
A. If you have determined that the alarm malfunction is due to a phone line problem (your phone will also not work), then you can call OTC Repair at 644-HELP (4357) or you can submit an online repair ticket by going to http://www.otc.fsu.edu, clicking on Orders & Repairs, and submitting an online repair ticket. If it is a problem with the alarm itself, then you can contact Heritage Grove for information on repairs.
OTHER
Q. I have a question that isn't covered on this list. What can I do?
