Support2021-07-16T07:36:56-06:00

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Support

Browse the below help resources for answers to some of the most common support questions.

My Internet Is Not Working2020-09-15T13:48:40-06:00
  • If you are using a wireless connection, ensure the Wi-Fi is turned on on the device.
  • If you are using a wired connection, ensure all cables are properly connected.
  • Ensure that the router (& modem if you are on a cable modem or DSL connection) has power.
  • If you have recently experience a power outage, please power cycle your equipment.

For issues with connectivity, first try the following steps:

Cable Modem & DSL:

a. Check modem lights. If all the lights are off trouble shoot for power outage. Verify the power cord is plugged into the back of the modem and the wall. Verify the power strip is turned on if applicable. Try a different outlet.

b. If modem lights are fine look at router lights. If no lights on including power, check the power button to ensure it is switched to the “on” position. Check that the black power cord is plugged into the back of the router. Try to verify the router is plugged into a working outlet.

c. Reboot equipment by unplugging modem first on the power source then follow by unplugging the router from the power source.

d. Wait about 15-30 seconds then plug in modem and wait for it to come back up, then plug back in the router.

FTTP & EDSL

a. Check router lights. If no lights on including power, check the power button to ensure it is switched to the “on” position. Check that the black power cord is plugged into the back of the router. Try to verify the router is plugged into a working outlet.

b. Reboot equipment by unplugging router from power source. Wait about 15-30 seconds then plug router back in.

My Wi-Fi Won’t Connect2020-09-15T13:49:59-06:00

If you are on a Cable Modem connection (most customers in Fairview, Glendive, Lewistown, Miles City or Sidney have this type of connection) or a DSL connection, follow these instructions to power cycle your equipment.

  1. Check to make sure your router and modem are securely plugged into an electrical outlet and the cables are securely fastened to the back of the router and modem.
  2. Turn off your computer, tablet, smartphone or other device.
  3. Find the Router power adapter and unplug it from the electrical outlet.
  4. Find the Modem power adapter and unplug it from the electrical outlet
  5. Wait about 15 seconds before plugging the modem back into the wall electrical outlet.
  6. Wait for the lights to come on before continuing to the next step.
  7. Plug the router back into the electrical outlet. Wait for the lights to come on.
  8. Finally, turn your computer or other device on and allow it to fully boot up. You should now be able to re-establish your Internet connection.

If you are on a Fiber connection, follow these instructions to power cycle your equipment.

  1. Check to make sure your router is securely plugged into an electrical outlet and the cables are securely fastened to the back of the router.
  2. Turn off your computer, tablet, smartphone or other device.
  3. Find the Router power adapter and unplug it from the electrical outlet.
  4. Wait about 15 seconds before plugging the router back into the wall electrical outlet.
  5. Plug the router back into the electrical outlet. Wait for the lights to come on.
  6. Finally, turn your computer or other device on and allow it to fully boot up. You should now be able to re-establish your Internet connection.

If you continue to have problems with your Internet connection, please call us at 1-800-452-2288.

My Internet Connection Is Slow2020-09-15T13:51:45-06:00

Here are couple of things to consider what my be causing your connection to be slow.

  • Are you on a plan/speed that is keeping up with how you’re using your Internet? – If you are on an tiered Internet plan you may not have enough bandwidth coming into your home to keep up with your Online habits. If you think this may be the cause of your Internet woes, please give us a call at 1-800-452-2288 to discuss your options for an improved Internet experience.
  • Are you trying to do too much? – If you are on a tiered Internet plan, it is possible you have too many devices connected for the amount of bandwidth of the plan you are currently using. To resolve this, remove some of the connected devices from your Internet connection to see if that will speed things up for you. This should NOT be a problem for customers on our Wide Open Internet Plans. If you are experiencing this issue and are one a Wide Open Internet plan, please call us or report this trouble through the My Mid-Rivers App or SmartHub portal.
  • Is it your Wi-Fi router that is causing the problem? – Not all routers are created equal and many routers (especially if they are a couple years old) simply cannot keep up with today’s demand for Internet speed and bandwidth. To determine if it is your router, try plugging a laptop or computer directly into you Internet connection, bypassing the router, and using the wired Internet connection. If this seems to solve the speed issue, then the culprit of your hindered Internet speeds is likely your Wi-Fi router. If you discover this to be the problem, you can try following the tips in the “My Wi-Fi Won’t Connect” troubleshooting section. If you continue to have problems please contact us.
I Think Someone May Be Using My Internet Connection Without My Permission2020-09-15T13:52:29-06:00

If you think someone may be using your Internet or Wi-Fi Connection without your permission, the best and fastest action you can take is to change your password. When you change your password, all devices connected to your network will be required to re-enter the password, therefore ensuring only devices you have authorized will be on your connection.

When choosing a password, make sure to choose something that will be secure. Common password guidelines state that you should NEVER use a real word (banana, mountain, etc.), your name, or easy-to-guess passwords (123456, abc123). Strong passwords should include a combination of lower-case letters, upper-case letters, numbers and special symbols. Consider using a pass phrase – a longer series of words that you will be able to remember easily but is hard to guess.

A Mid-Rivers Tech Has Asked to Connect to My Computer for Remote Support2021-07-16T07:51:29-06:00

https://get.teamviewer.com/midrivers

How Do I Power Cycle My Internet Equipment?2021-07-26T11:41:50-06:00

If you are on an Internet service that requires a modem (another small box in the house connected to the Wi-Fi router), please follow these instructions to power cycle your equipment.

  1. Check to make sure your router and modem are securely plugged into an electrical outlet and the cables are securely fastened to the back of the router and modem.
  2. Turn off your computer, tablet, smartphone or other device.
  3. Find the Router power adapter and unplug it from the electrical outlet.
  4. Find the Modem power adapter and unplug it from the electrical outlet.
  5. Wait about 15 seconds before plugging the modem back into the wall electrical outlet.
  6. Wait for the lights to come on before continuing to the next step.
  7. Plug the router back into the electrical outlet. Wait for the lights to come on.
  8. Finally, turn your computer or other device on and allow it to fully boot up. You should now be able to re-establish your Internet connection.

If you are on a connection without a modem (the only box in the house is the Wi-Fi router), please follow these instructions to power cycle your equipment.

  1. Check to make sure your router is securely plugged into an electrical outlet and the cables are securely fastened to the back of the router.
  2. Turn off your computer, tablet, smartphone or other device.
  3. Find the Router power adapter and unplug it from the electrical outlet.
  4. Wait about 15 seconds before plugging the router back into the wall electrical outlet.
  5. Plug the router back into the electrical outlet. Wait for the lights to come on.
  6. Finally, turn your computer or other device on and allow it to fully boot up. You should now be able to re-establish your Internet connection.

If you continue to have problems with your Internet connection, please call us at 1-800-452-2288.

How do I program my TiVo remote to control my TV power and Volume?2020-09-15T13:56:37-06:00
  1. Cover the end of the TiVo remote with your hand.
  2. Hold down the TiVo and TV Power buttons at the same time until the red (or amber) light on the remote control remains on.
  3. Remove your hand from the end of the TiVo remote control.
  4. Enter code 0999.
  5. After you enter the code, the red (or amber) light will flash three times and then remain on.
  6. Press Channel Up once every two seconds. This will test hundreds of code, one by one. DO NOT GO ANY FASTER THAN THIS or you may skip a code that works.

If you press Channel Up and you TV turns off, press Enter to select the code.

Press the TV Power button to test the code.

If you TV Turns on, you have successfully programmed the remote.

If you cycle through all the codes, the red LED will go off, indicating that you have tried all the codes.

If this happens, or if you selected a code but the TV does not respond to the test, try again to make sure you did not skip over your code by going too fast.

Is There a User Guide for My Remote?2020-09-15T13:57:23-06:00
Is There a User Guide for My i-Guide Channel Guide?2021-07-16T07:40:56-06:00
My Local Channels Don’t Look as Good On My Screen As Other Channels?2020-09-15T13:58:52-06:00

Certain local broadcast networks are received by air. Due to this delivery method the quality of the channel is subject to weather conditions, transmitter problems or other issues that are beyond the control of Mid-Rivers. We strive to do everything in our power to ensure that you are receiving your channels in the best viewing quality possible.

Some of My Channels are Out or Showing “Not Authorized”2020-09-15T13:59:50-06:00

If you are getting a blank screen on a channel that you normally receive, or receiving a message the reads that the channel is “Not Authorized,” please report this to us by calling 1-800-452-2288. When calling please be sure to specify exactly which channel(s) you are receiving this message on.

How Do I Login to Watch TV Everywhere?2020-09-15T14:00:58-06:00
How Do I Reset my Watch TV Everywhere Password?2020-09-15T14:01:38-06:00
  • Click “Forgot your password” on the log in page
  • Enter your registered email address
  • Check your email for the reset link
  • Click the reset link
  • Enter your new password twice
  • Click Submit
How Can I Change My Watch TV Everywhere Password?2020-09-15T14:02:29-06:00
  • Log in to WTVE site
  • Click Manage Account
  • Enter email address and current password
  • Enter new password twice
  • Click Change
    How Do I Change My Watch TV Everywhere Username (Registered Email)?2020-09-15T14:03:18-06:00
    • Log in to WTVE site
    • Click Manage Account
    • Click Change Email Address
    • Enter current registered Email address and password
    • Enter new email address twice
    • Check your email for link to update email address. This email will be sent to the new email address.
    • Click the link in the email
    • Confirmation will be sent to old email address that email has been updated to the new and list the new email
    I Forgot my Watch TV Everywhere Username (Registered Email); How Can I Access My Account?2020-09-15T14:03:47-06:00
    • Click “Forgot your email used”
    • Enter your account number and last name
    • Enter the 5 digit verification code in the box (so we know you are not a robot)
    • Click Submit
    • Recovery emails will be sent to each email address registered under the account and last name you provided. The Primary email address will receive list of all registered emails, while sub (secondary) accounts receive just their own email address.
    Do I have to sign a Contract?2020-09-15T13:36:55-06:00

    No contract is required when you sign up for Mid-Rivers Long Distance (MRLD).  Mid-Rivers Long Distance Interstate and International calling plan customers are subject to the terms of the Mid-Rivers Long Distance Services Agreement.

    What is Mid-Rivers Direct?2020-09-15T13:37:37-06:00

    In place of Mid-Rivers customers pay-per-minute long distance fees that can be unpredictable and give you a bad case of bill shock, ALL Mid-Rivers landline local telephone customers pay an Extended Area Service (EAS) Fee of only $4.00 per month for unlimited calling to any other Mid-Rivers phone customer.

    I am on a Fiber Connection. Can I still use my phone if the power is out?2020-09-15T13:38:12-06:00

    Yes, To avoid a disruption of home voice service during an outage – and to maintain the ability to connect to 911 emergency services – Mid-Rivers as your local Cooperative offers and maintains backup power for your home phones at no additional charge.  Backup batteries are installed and maintained by Mid-Rivers as part of our standard voice service installation.

    Mid-Rivers’ backup batteries allow you to continue to use your home voice services on a corded landline phone during a power outage.

    Our backup battery does not provide power to any services other than voice. The backup battery powers the wall jacks that provide voice service.  The backup battery does NOT power any other devices that may be connected to those jacks such as cordless phones, home security systems, medical monitoring devices and other equipment.

    The backup battery should give you about eight (8) hours of emergency standby voice service.  If you use your voice service sparingly during a power outage, the battery should last on standby power for longer than eight hours.  Larger batteries capable of up to 24 hours of emergency standby can be purchased from Mid-Rivers upon request.

    Your battery will send Mid-Rivers an alert if it is experiencing problems so that we can replace or repair it for you.  We plan to replace batteries every five to six years to help insure continued operation and availability in the event of a power outage.

    How Much Does Mid-Rivers Long Distance Cost?2020-09-15T13:38:47-06:00

    Mid-Rivers offers a few different plan options. You can learn more about our long distance plans by visiting https://midrivers.com////////telephone/

    How Do I Use My Mid-Rivers Calling Features?2020-09-15T13:39:19-06:00

    For a complete list of the calling features and instructions on how to use them, go to https://midrivers.com////////telephone/

    What Is SmartHub & My Mid-Rivers?2020-09-15T13:40:00-06:00

    SmartHub is Mid-Rivers’ Online portal for monitoring & managing your Mid-Rivers Account. Using SmartHub you have the ability to view and pay your Mid-Rivers Bill, monitor your data usage, access your long distance call details, submit troubles and more. To get started with SmartHub go to https://midrivers.smarthub.coop.

    My Mid-Rivers is an App built for both Android and iOS devices that allows you many of the same monitoring and management functions that are available through SmartHub, on the convenience of your hand-held device. The My Mid-Rivers App can be downloaded from Google Play or the App Store.

    I Can’t Login to my SmartHub/My Mid-Rivers Account.2020-09-15T13:40:42-06:00
    • Select “Can’t access your account” and follow the prompts.
    • If you are unable to access your account following these steps, you will need to live chat with us or call 1-800-452-2288.
    I Need Help Understanding My Mid-Rivers Statement.2020-09-15T13:41:15-06:00

    If you need assistance in understanding how to read your Mid-Rivers statement, check out this printable PDF which will explain the different components on your bill. If you need further assistance, please contact us at 1-800-452-2288.

    Can I Pay My Mid-Rivers Bill Over the Phone?2020-09-15T13:41:48-06:00

    Your Mid-Rivers bill can be payed by telephone using a secured system by calling 1-888-817-3862.

    Can I Pay My Mid-Rivers Bill Online?2020-09-15T13:42:27-06:00

    Your Mid-Rivers bill can be paid online either through SmartHub or the My Mid-Rivers App (available for Android and iOS)

    How do I set-up Automatic Payments for My Mid-Rivers Statement?2020-10-15T13:43:41-06:00

    Automatic payments can be set-up either Online through SmartHub or the My Mid-Rivers App (available for Android and iOS) or by calling our secure payment line at 1-888-817-3862. If you need further assistance please call 1-800-452-2288.

    I’m Having Trouble Paying My Bill. What Are My Options?2020-09-15T13:43:35-06:00

    If you have trouble paying your bill, or if you have concerns about paying by the due date, please contact us at 1-800-452-2288 so we can help you avoid late fees and disconnection of your service.

    When Is My Bill Due?2020-09-15T13:44:11-06:00

    The due date of your monthly bill is the 16th of every month (or the following business day when the 16th falls on a weekend or a holiday).  If you are signed up for Automatic Payments, your balance due will also be deducted from your account on this date. If you have trouble paying your bill, or if you have concerns about paying by the due date, please contact us at 1-800-452-2288 so we can help you avoid late fees and disconnection of your service.

    I am Living On a Fixed or Low Income & Have Trouble Affording My Services.2020-10-22T09:16:40-06:00

    Mid-Rivers Communications offers Lifeline low-income assistance to qualifying subscribers with discounts of $5.25 per month on phone, or $9.25 per month on qualifying Internet or bundled services. Larger discounts are also available to qualifying customers on Tribal Lands. Eligibility standards for these assistance programs are determined by the Federal Communications Commission. Please contact your nearest Mid-Rivers customer service center or call us at 1-800-452-2288 for more information, or visit https://midrivers.com/notices/?t=low-income-assistance

    Does Mid-Rivers Offer Military Discounts?2021-09-28T14:29:10-06:00

    Mid-Rivers offers a monthly discount of $9.25 per month on telephone or Internet services to all active duty or military veterans. If you would like more information about the available discount, please contact us at 1-800-452-2288.

    Can I Configure My Router With a Static IP Address?2020-09-15T13:46:08-06:00

    Static IP Addresses are available to customers who are using a Cable Modem Internet connection. For more information about obtaining a Static IP, please call one of our Regional Account Executives at 1-800-452-2288.

    Is There a Limit to the Size of My Mid-Rivers Mail Box?2020-09-15T13:46:46-06:00

    The standard size for a mailbox from Mid-Rivers is 1GB. If your business needs a larger mail box, please call your Regional Account Executive at 1-800-452-2288.

    My Unified Communications Phone Is Not Receiving Calls.2020-09-15T13:47:16-06:00
    • Is DND (Do Not Disturb) enabled? – If the DND feature is enabled on your phone, you will see a red minus sign next to the phone icon in the upper left of the display screen on your phone. If you see this, simply touch the “DND” touch key at the bottom of the screen. When the DND feature is turned off the phone icon will disappear and only the date will show.
    • Is the Phone off the hook? – If “dialpad” is shown, the phone was off the hook. Have the customer ensure the handset is seated properly in its cradle.
    • Is the Ring volume turned down? – This can be checked via the + and – buttons on the bottom of the phone to adjust volume.
    My Unified Communications Headset Is Not Working.2020-09-15T13:33:09-06:00
    • Is there static? – Ensure adapter cords are plugged into headset and the 5 pin connecter (5 pin connector is located below the jack labeled “handset” on the back of the phone. Nothing should be plugged into the Auxiliary jack.
    • Is there an echo? – Ensure the dial on the bottom (underneath) of the charging station is set to “A.” Turn down the “mic” (may appear as a little mic icon) volume on the bottom (underneath) of the charging station.
    Where can I learn how to use my MaX UC mobile client?2020-09-23T11:20:34-06:00

    You may learn how to use your MaX UC Mobile Client using the interactive tutorial found at http://docs.metaswitch.com/interactive/max-uc-mobile/story_html5.html

    Where can I learn how to use my MaX UC desktop client?2020-09-23T11:42:41-06:00

    You may learn how to use your MaX UC Desktop Client by watching the tutorial found at http://docs.metaswitch.com/interactive/max-uc-desktop/story_html5.html

    I need help using my Commportal phone.2020-09-23T11:23:39-06:00

    You may learn more about how to use your Commportal Phone at http://docs.metaswitch.com/interactive/commportal-end-user-tutorial/story_html5.html

    I am the administrator for my business’ phone system. Where can I learn how to use the admin portal?2020-09-23T11:28:28-06:00

    Administrators of a businesses Unified Communications phone systems may have access to the the admin portal. This portal allows you to manage your phone system. Learn about the admin portal at http://docs.metaswitch.com/interactive/Meta_ACD_Admin/story_html5.html.

    My business is using the Commportal iACD system. As an agent, where to I lean how to use this system?2020-10-15T12:50:10-06:00

    Users of iACD Commportal system can learn how to make the most of this portal by watching the tutorial found at http://docs.metaswitch.com/interactive/Meta_ACD_Agent/story_html5.html

    How Do I Install My Cable Modem & Wi-Fi Router?2020-10-27T11:09:17-06:00

    Installing your new cable modem

    1. Start by un-boxing the new modem.
    2. Connect the new power cord to the modem.
    3. Connect the black coax cable to the new modem. Be sure to hand-tighten the cable to the modem.
    4. Plug the modem into a power outlet.
    5. Wait for the lights on the modem to turn green. There should be no blinking lights. All lights should be solid green.
    6. Connect the loose end of the ethernet cable from your router or computer (the same device your old modem was connected to) to either one of the ethernet ports on the modem. If desired, you may also use the new ethernet cable provided to connect the modem to your devices.
    7. You are finished installing your new modem and may resume normal Internet use. Please note that it may take up to 5 minuets for your modem to sync and your Internet connection to return to normal.
    Application and Affidavit for Retirement of Capital Credits2021-10-12T13:36:56-06:00
    How do I update my Contact Information in SmartHub?2021-11-02T11:03:56-06:00
    How do I Manage my Contact Information in the My Mid-Rivers app?2021-11-02T11:29:26-06:00
    How Do I Set Up Parental Controls On The Mid-Rivers Wi-Fi App?2021-07-15T15:29:46-06:00
    How Do I Set Up My Wi-Fi Using the Mid-Rivers Wi-Fi App?2021-07-15T15:33:20-06:00
    How Do I Change My Wi-Fi Network Name & Password Using the Mid-Rivers Wi-Fi App?2021-07-15T15:37:00-06:00
    What are Capital Credits?2021-09-23T11:27:29-06:00

    Any profits generated by the cooperative (the difference between income and operating costs for the year, also called “margin”) are returned to members in the form of capital credits in accordance with Bylaw provisions. A member’s capital credits are derived from the amount of business he or she does with the cooperative during a given year and the margin for that year.

    How will I know how much my Capital Credits are?2021-09-23T11:28:25-06:00

    Each year, you will receive notification by mail advising you of the amount of your capital credits for the previous year, as well as the total amount of your unpaid capital credits.

    When are allocated Capital Credits paid out?2021-09-23T11:29:20-06:00

    The payment of capital credits is governed by Mid-Rivers’ Board of Trustees. Their decision is based on the financial status of the cooperative.

    Do I receive interest on this money?2021-09-23T11:30:07-06:00

    Under the Articles of Incorporation, no interest shall be paid on capital provided by the member.

    How will I get my Capital Credits if I leave Mid-Rivers’ Service Area?2021-09-23T11:31:00-06:00

    When you disconnect, we will ask you for a permanent address of record. Your capital credits will be sent to the address you give us. These capital credits will be distributed at the discretion of the Mid-Rivers Board of Trustees based on the financial condition of the cooperative. It is your responsibility to keep your address current.

    What happens to my Capital Credits in the event of my death?2021-09-23T11:32:04-06:00

    In the case of a sole membership, capital credits may be retired at a discounted rate at the discretion of the Board upon presentation of a letter provided by a legal representative of your estate.
    In the case of a joint membership, one-half (50%) of the credits can be paid at a discount with the remaining one-half transferred to the surviving member.
    Capital credits not retired at the time of death will be paid at the same time and in the same manner as all capital credits in a general retirement.

    How do I update my SmartHub Login E-Mail Address?2021-11-01T09:18:22-06:00

    If your e-mail address has changed, it is important to update it in your SmartHub Online Account so you can securely access your Account and be sure to receive important account updates. To update your Login E-Mail Address in SmartHub, go to My Profile > Update My Login E-Mail or Password, and click the Orange “Update” button as shown below.

    To update your Login E-Mail Address using the My Mid-Rivers app on your Android or Apple mobile device, go to Menu (the three lines) > Settings > Change Sign In Email.

    Why am I not receiving any emails or notices from Mid-Rivers?2021-11-02T08:50:57-06:00

    Missing or Outdated Contact Information

    If you are not seeing e-mails or other types of messaging from us (push notifications, mobile app alerts, texts) with bill available notices, planned outage notices for your location, or other important alerts, the most common reason is incomplete or inaccurate contact information in SmartHub.  As a customer, YOU have control over what contact information you provide us, and the types of notifications you would like to receive at each contact point, through SmartHub and the My Mid-Rivers app for iPhone or Android.

    After adding or updating your Contact Methods, make sure to go to “Manage Notifications” to select the types of notifications you would like to receive at each contact point.

    E-Mail Settings

    After confirming that your SmartHub Login E-Mail and Contact Method(s) are correct, if you are still not receiving our e-mails, they may be going to your Junk folder or caught in your SPAM filter.  Look for messages from “midrivers@smarthub.coop” and update the settings in your filters to allow messages from this address.

    Opt Out

    If you have opted out for CPNI, you won’t receive most messaging.  To change your CPNI Opt Out settings, please contact us.

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