HOW CAN WE HELP YOU TODAY?

There are a few ways you can alert Broadlinc support. You can give us a call at the number below or fill out the form to have a representative get in touch with you.

TROUBLESHOOTING TIPS

We’ve provided some helpful information to hopefully solve any issues or trouble you may be encountering. If you do not see an answer to your question, please fill out the support request form below or give us a call.

#internet-faqs

Internet

  • At install, if you are renting our router, our technician will give you your password or show you where you can find it.
  • Many routers have the password on a label somewhere on the router.
    • On our router, this will be on a sticker on the barcode label marked “WPA Pre-Shared Key” or “Password Key,” depending on the model you have.
  • On the device you wish to connect, find the Wi-Fi settings (see the documentation for your device if you don’t know where this is), choose the Wi-Fi connection that matches you ICC Wi-Fi connection, and enter the password when prompted.
  • If your device gives you an option to use the push button on your router, locate the router’s WPS button and press and hold for three seconds—the router will send the password to your device for you.
  • If none of the above steps help, give us a call—we may be able to reset your password for you remotely.

  • Through a web browser, click the email link at the top of this page and choose what your email address ends with. That site will give you a log-in page. Enter your email and password in the labeled boxes and click “LOGIN.”
  • Use a mobile device app or desktop application such as Apple Mail, Windows Mail, or Outlook. Go to email setup in the section below to find out more!

  • On cable modem service, ensure all cables are firmly connected at all points from the wall to the modem and from the modem to the computer or router.
  • On fixed wireless service, ensure the wire from outside is connected to the POE port on your POE adapter inside. Your router should connect to the LAN port. Ensure there is power on the POE adapter.
  • DO NOT PRESS RESET BUTTONS. ONLY power down:
    1. Unplug the power cord to the modem or POE adapter for your antenna and remove the battery if it has one.
    2. If you have a separate wireless router, unplug the power cord from it.
    3. Shut down ALL devices that use the internet.
  • Power on (in this order):
    1. Plug in the modem or antenna and replace the battery if it has one. Wait for all lights to sync (this could take 3–5 minutes).
    2. Plug in the router (if you have one) and wait two minutes.
    3. Start the devices you’re trying to connect and connect one at a time.
  • If you continue to have issues, please call us toll-free at (855) 552-2253 so we can help!

You can use a speed test site to check your speed at any time. Keep in mind, the sites may not be accounting for Wi-Fi interference, so use a wired connection. Also keep in mind that they don’t account for other devices using bandwidth in your home. www.speedtest.net is a good one to try.

Go get a chainsaw! Seriously, be safe, but trees can affect the fixed wireless internet signal we send to your home. If you have a tree in the way of your access point, call us and we can look into moving it first!

You can go back online immediately by logging into your account online and making a payment. Your service will come back on automatically about 5–10 minutes after making a payment.

#email-faqs

Email

Our email uses the most basic settings for ease of use. Before using your email, you’ll need to log into your account through our webmail portal to accept the terms of use.

If you already know how to set up an email account in your email software or portable device, here are the settings:

  • Username will always be your email address in your email clients.
  • Incoming POP3/IMAP server: mail.iccable.com
  • TIP: Use IMAP if you access your mail from multiple devices—this will sync your mail actions such as delete, mark as read, etc. Use POP if you access on one device only.
  • Server port 993, if needed.
  • SMTP/outgoing server: mail.iccable.com
  • IMPORTANT: Outgoing server requires same login credentials as incoming.
  • Server port 465, if needed.

 

For detailed instructions, please choose what you will be setting up your mail on:

Our email uses the most basic settings for ease of use. Before using your email, you’ll need to log into your account through our webmail portal to accept the terms of use.

 

If you already know how to set up an email account in your email software or portable device, here are the settings:

  • Username will always be your email address in your email clients.
  • Incoming POP3/IMAP server: mail.myblc.me
  • TIP: Use IMAP if you access your mail from multiple devices—this will sync your mail actions such as delete, mark as read, etc. Use POP if you access on one device only.
  • SMTP/outgoing server: mail.myblc.me
  • IMPORTANT: Outgoing server requires same login credentials as incoming.

For detailed instructions, please choose what you will be setting up your mail on:

Our email uses the most basic settings for ease of use.  Before using your email, you’ll need to log into your account through our webmail portal to accept the terms of use.

If you already know how to set up an email account in your email software or portable device, here are the settings:

  • Username will always be your email address in your email clients.
  • Incoming POP3/IMAP server: mail.mykrcc.com
  • TIP: Use IMAP if you access your mail from multiple devices—this will sync your mail actions such as delete, mark as read, etc. Use POP if you access on one device only.
  • Server port 465, if needed.
  • SMTP/outgoing server: mail.mykrcc.com
  • IMPORTANT: Outgoing server requires same login credentials as incoming.
  • Server port 993 if needed

For detailed instructions, please choose what you will be setting up your mail on:

#phone-faqs

Phone

To manage all features, visit the phone portal at whitecloudphone.com. The first time you visit, log in with your 10-digit phone number and set up the password with your customer care representative. If you have issues or need assistance, please feel free to contact us.

Call Forward Always: *72

Deactivate Call Forward Always: *73

Activate Call Forward Busy: *90

Deactivate Call Forward Busy: *91

Activate Call Forward No Answer: *92

Deactivate Call Forward No Answer: *93

Call Return: *69

Cancel Call Waiting (per call): *70

Clear “Message Waiting” Alert: *99

Activate Do Not Disturb: *78

Deactivate Do Not Disturb: *79

  • Dial *62 from your home phone (you’ll use this to access your voicemail from home).
  • When prompted to enter your passcode, enter 4227# the very first time you log in.
  • Follow the instructions to enter your personal passcode. From this point forward you’ll use this personal passcode to access voicemail.
  • To access your voicemail from a remote location, simply dial your home number. When your greeting begins to play, press *. You will then be asked for your personal passcode.

Cable TV

Single Touch Recordings:

Press RECORD on the remote while watching TV or looking at the guide.

Recording From the Guide:

Press GUIDE on the remote. Using the arrow keys, highlight your chosen program.

Press the INFO key on the remote.

Highlight the record button and press OK to start recording a current program or to set up a series recording.

OR, instead of highlighting the record icon, highlight the clock and press OK to view upcoming times for the program and choose a future time to record the program.

Setting a Series Recording:

Press GUIDE on your remote. Using the arrow keys, highlight the program you wish to record as a series.

Press INFO on the remote.

Highlight the record icon and press OK.

Using the arrow keys, highlight “Create a Series Recording” and press OK.

Select the options you wish to use for your recording.

*If you try to schedule more than two recordings at the same time, you’ll be prompted to select which programs you prefer to record.

I’m getting “No Signal” on my TV. What do I do?

Make sure your TV is tuned to the same input your set-top box or DTA is connected to. Most DVR’s and DTA boxes are connected to HDMI-1. For most other boxes, such as our SD converter, make sure your TV set is tuned to channel 3.

What do I do if my set-top box won’t respond when I press a button on my remote control?

Verify that the remote control is in “Cable” mode.

Make sure there are new batteries in the remote.

Check to be sure there is a clear “line-of-sight” between the remote and your set-top box.

What do I do if my guide isn’t showing me what’s on the channels?

Usually this happens when the box has been recently set up or reconnected to a power source. Wait 15–20 minutes for all the information to download.

What if I see “One Moment Please” on the screen?

Reset your box by unplugging it and plugging it back in. If this doesn’t correct the issue, please contact us. There may be an issue we need to correct for you.

Will my recordings still be on my DVR if my set-top box loses power?

Any program saved on the box before the power is lost will be preserved. You’ll only miss recordings scheduled during the loss of power.

To use parental controls:

  1. Simply select “Setup” from the main menu and select “Parental Control Setup.” Then choose your Personal Identification Number (PIN). You must set up a PIN to block digital cable TV shows, movies, and channels.
  2. You can select locks to restrict viewing by rating or channel.
  3. When you see a program you want to block, highlight the program and press INFO on your remote.
  4. Use your arrow keys to highlight “lock” and press OK.
  5. All the listings, channels, and programs you choose to lock will show a lock indicator.
  6. Note: Your PIN is required to unlock any program that has been locked.

To use WatchTVAEverywhere, you must first complete a one-time registration to create your login.

  1. To get started, visit www.wtve.net.
  2. Select “Broadlinc” from the drop-down menu and click “submit.”
  3. Click “Register” to start the registration process.  Make sure you have your last invoice handy – you’ll need your account number, and the correct spelling of the last name on the account to fill out the form.
  4. Once you register, you simply click the link in the confirmation email sent to you to finish registration.
  5. Use your login anywhere to view content with the apps and websites provided by the TV channels you wish to see on your mobile device, streaming box, computer, or smart TV.

SUPPORT REQUEST FORM

*Indicates required field

Name on Account*
Service Address*
What services are affected*
Have you powered your equipment down and turned it back on?*

Phone: (855) 552-2253

Live Support is available Monday-Friday 8:30-5pm. After hours our voicemail system pages an on-call support technician who will call back between 8:30am and 11pm EST.

Please note, if there is an outage , outages are monitored, and technicians are dispatched 24×7 regardless of callback times.


Check out our Outages page to see if your area is currently experiencing an outage.