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Call Us Today! 800-505-4844|pvtcsrs@pvt.com
 * Scholarships
 * Support
   * FAQs
   * Business Support
   * Calling Features
 * About Us
 * My PVT Account
   * Pay Your Bill
   * PVT Webmail
   * PVT Connect
   * PVT ConnectIQ

 * Scholarships
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     * PVTC Voice
     * PVT NetWorks Voice
     * Calling Features Guide
     * UPS
   * Video/TV
   * eTech
   * Broadband Construction
   * Telecommunications Assistance Program
 * Business
   * Internet
     * Commercial WiFi
     * Voice Solutions
     * Video/TV
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 * News
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 * Search for:
   


 * Home
 * Internet
   * PVT ConnectIQ
   * Bark
   * Voice
     * PVTC Voice
     * PVT NetWorks Voice
     * Calling Features Guide
     * UPS
   * Video/TV
   * eTech
   * Broadband Construction
   * Telecommunications Assistance Program
 * Business
   * Internet
     * Commercial WiFi
     * Voice Solutions
     * Video/TV
   * IT Services
   * Broadband Construction
   * Business Services Customer Support
 * News
   * Broadband Construction
   * PVT Community Care Events
 * Careers
 * Sign Up



FAQs2018-04-13T14:59:48-07:00


FAQS (FREQUENTLY ASKED QUESTIONS) AND COMMON SUPPORT SOLUTIONS

Following below are support solutions and links to reference guides. Please
select a category such as “Email” or “Security” to find answers to common
questions. You may also call our our office at 800-505-4844 or conduct an online
chat with us during normal business hours using the “Contact Us” chat feature at
the bottom of your screen. If you prefer to email us your question, please go to
this page to fill out an online form with your question.

 * Email
 * Internet
 * Modems/Routers
 * PVT Connected Home WiFi
 * Security
 * Video/Cable
 * Voice

Accessing your PVT Connected Home WiFi router settings2020-05-19T15:03:14-07:00
ACCESSING YOUR PVT CONNECTED HOME WIFI ROUTER SETTINGS

 * View Larger Image

To access your USS (User Services System) account got to pvt.com and click on
Manage your account.



Enter your credentials for Smarthub (if you do not know them contact a Customer
Experience Representative to set them up)



Click on “Manage Devices”. If you do not see this link then you do not have a
managed device on your account.



Click on “Go to SmartHub WiFi”



You are now logged in and can look around at the different settings for your
router.



Android – Email Setup Procedure2020-09-03T08:52:45-07:00
ANDROID – EMAIL SETUP PROCEDURE


Are you using the remote that came with the PVT digital cable
box?2018-03-18T22:20:17-07:00
ARE YOU USING THE REMOTE THAT CAME WITH THE PVT DIGITAL CABLE BOX?

You must only use the remote that came with the PVT digital cable box. This
remote is also programmed to work with your TV. This is the only remote that you
need to operate both your TV and the PVT digital cable box.


Arris Internal MTA TM8222021-09-27T13:57:00-07:00
ARRIS INTERNAL MTA TM822

 * View Larger Image


Arris Standalone Cable Modem CM 82002021-09-27T10:27:20-07:00
ARRIS STANDALONE CABLE MODEM CM 8200

 * View Larger Image


Arris Standalone Cable Modem CM820A2021-09-27T13:59:09-07:00
ARRIS STANDALONE CABLE MODEM CM820A

 * View Larger Image


Calling Features – Quick Reference Guide2018-03-28T16:16:57-07:00
CALLING FEATURES – QUICK REFERENCE GUIDE

Click here to access our calling features reference guide.


Cambium 3.65 Wireless SU2021-09-27T14:00:21-07:00
CAMBIUM 3.65 WIRELESS SU


Channel Lineup2020-01-22T15:58:35-07:00
CHANNEL LINEUP

Download the channel lineup:

 * Channel Lineup


Configuring your PVT modem and/or router2018-03-28T16:03:42-07:00
CONFIGURING YOUR PVT MODEM AND/OR ROUTER

Click here to download a pdf document that contains the common modem and router
configurations for current PVT equipment.


Configuring your PVT modem and/or router2018-02-23T04:16:57-07:00
CONFIGURING YOUR PVT MODEM AND/OR ROUTER

Click here to download a pdf document that contains the common modem and router
configurations for current PVT equipment.


How do I change out expired batteries?2018-03-18T22:17:28-07:00
HOW DO I CHANGE OUT EXPIRED BATTERIES?

Keyfobs: Unscrew the back and pop open, replace with two or one watch batteries
depending on the type of key fob. Maxell CR 2032; Duracell DL 2032 or Sener

CR2032 – only use lithium batteries

Door and window sensors: Look for tabs on the sensors and depress. The top will
open. Replace batteries.

Smoke and Fire Detectors: Align tab with arrow and turn counter-clock wise to
remove cover and replace batteries. To close, turn clock wise and make sure it
clicks.


How do I clear a fault on my security system?2018-03-18T22:16:38-07:00
HOW DO I CLEAR A FAULT ON MY SECURITY SYSTEM?

Enter your code + off, twice. If you have a key fob, hit the unlock button
twice. This will clear most faults. If this does not clear the fault, please
call 575-748-1241.


How do I get Wi-Fi, or connect my wireless device to the
Internet?2018-02-23T04:19:27-07:00
HOW DO I GET WI-FI, OR CONNECT MY WIRELESS DEVICE TO THE INTERNET?

Connect a wireless router or access point to your PVT modem to create Wi-Fi
access within your home or business. Wireless routers are available from PVT
starting at $99.95. Signal strength varies by location. Remember, bandwidth is
divided among all devices connected to your internet connection.


How do I make changes to my call list?2018-03-18T22:17:09-07:00
HOW DO I MAKE CHANGES TO MY CALL LIST?

Call 575-748-1241. Please have your security passcode and account information
available.


I am showing a comm failure on my screen. How do I clear
this?2018-03-18T22:18:02-07:00
I AM SHOWING A COMM FAILURE ON MY SCREEN. HOW DO I CLEAR THIS?

The comm failure (or Communication Failure) indicates that the system has lost
either dial tone or internet connection. Verify that the connection that your
system uses is working. If it is working, enter your code + off, twice. If this
does not fix the issue, please call 575-748-1241.


I am unable to arm my system.2018-03-18T22:16:52-07:00
I AM UNABLE TO ARM MY SYSTEM.

Please verify that all doors and windows are closed. The system will not arm
until all sensors show that they are closed. If closing all doors and windows
does not work, contact PVT for further assistance at 575-748-1241.


I forgot my pin/passcode. How do I retrieve that?2018-03-18T22:17:47-07:00
I FORGOT MY PIN/PASSCODE. HOW DO I RETRIEVE THAT?

Call 575-748-1241. Please have your verbal passcode and account information
available. If you have forgotten your verbal passcode as well, please visit one
of our offices with a picture ID.


Internet Ports Blocked or Restricted by PVT2020-02-05T11:34:57-07:00
INTERNET PORTS BLOCKED OR RESTRICTED BY PVT

PVT blocks, restricts or filters a few internet ports to protect our customers.

When ports are known to cause vulnerability to the security and privacy of your
information, PVT blocks it to protect you. This protects you from common worms
and from dangerous services that could allow intruders access to your computer.
Below is a list of the ports that are restricted by PVT.



Port Transport Protocol Direction Reason for Filtering 17 TCP/UDP QOTD Inbound
Used in DRDoS (distributed reflective denial of service) amplification attacks.
Reference: https://www.us-cert.gov/ncas/alerts/TA14-017A 19 TCP/UDP CharGEN
Inbound Used in DRDoS (distributed reflective denial of service) amplification
attacks. Reference: https://www.us-cert.gov/ncas/alerts/TA14-017A 23 TCP Telnet
Inbound N/A 25 TCP SMTP Both Port 25 is unsecured, and Botnet spammers can use
it to send spam. This does not affect PVT email usage. We recommend learning
more about configuring your email settings to PVT email to use port 587. 111
TCP/UDP NetBios Both Portmapper used in reflective DDOS Attacks 135-139 TCP/UDP
NetBios Both NetBios services allow file sharing over networks. When improperly
configured, ports 135-139 can expose critical system files or give full file
system access (run, delete, copy) to any malicious intruder connected to the
network. 161 UDP SNMP Inbound Used in DRDoS (distributed reflective denial of
service) amplification attacks. Reference:
https://www.us-cert.gov/ncas/alerts/TA14-017A 445 TCP MS-DS/SMB Both Port 445 is
vulnerable to attacks, exploits and malware such as the Sasser and Nimda worms.
1080 TCP SOCKS Inbound Port 1080 is vulnerable to, among others, viruses, worms
and DoS attacks. 1433 TCP MS-SQL Inbound Worms, Trojans 1434 UDP MS-SQL Inbound
Worms, SQLslammer 1900 UDP SSDP Both Port 1900 is vulnerable to DoS attacks.
UPnP 5351 UDP SSDP Both Port 5351 is vulnerable to DoS attacks. NAT port
mapping. Similar to UPnP




iOS – Simple iPad Email Account Setup2020-08-14T13:12:08-07:00
IOS – SIMPLE IPAD EMAIL ACCOUNT SETUP

iPhone/iPad email setup (example setup from iOS 10.3.3).

Using Safari, tap on this link: https://mail.pvtn.net/iphone/



It will ask you for confirmation.







If you need to remove an email account from your older iPad device, go to
Settings, General, and click on Profile.





To remove an account from a newer iOS device, navigate to your settings and
select “Passwords and Accounts.”

From the “Accounts” section, tap an email account – once done, scroll to “Delete
Account.”

iOS – Simple iPhone Email Account Setup2020-08-14T13:17:43-07:00
IOS – SIMPLE IPHONE EMAIL ACCOUNT SETUP


Is the Aspect Ratio on your cable box set correctly for your
TV?2020-01-29T11:44:02-07:00
IS THE ASPECT RATIO ON YOUR CABLE BOX SET CORRECTLY FOR YOUR TV?

This only applies to TVs connected to the cable box with the HDMI cable. Push
the Menu key on the upper right of the remote and use the arrows to navigate to
the HDMI Setup menu item. Select OK on the TV Aspect Ratio option. Select the
correct aspect ratio and choose the Apply button to accept the new settings.


Is your TV set to the wrong zoom level?2018-03-18T22:20:44-07:00
IS YOUR TV SET TO THE WRONG ZOOM LEVEL?

Sometimes, the screen is not fully displaying the picture, or the screen is
small with a black frame around the entire screen. This is a result of your TV
being set to the wrong zoom level or the wrong aspect ratio. To fix this,
consult the user manual on your TV for instructions on changing the zoom setting
or the aspect ratio.


Mac Mail – Setting Up PVT Email on Mac Mail2020-01-22T15:51:26-07:00
MAC MAIL – SETTING UP PVT EMAIL ON MAC MAIL

 1. Go to Mail on the menu and select Preferences
 2. On the menu that pops up click the + on the bottom left
 3. This will bring up a new window, type your Full Name, Email
    Address and Password then press continue
 4. On the next windows select IMAP from the drop down, then fill in the
    description, the incoming mail server, enter mail.pvtn.net, use your full
    email address as the login User Name and your email account password. Press
    Continue
 5. For outgoing mail server, enter a Description, for the Outgoing Mail Server,
    enter mail.pvtn.net put a check mark in Use Authentication, then use your
    full email address as the User Name and enter your email account password.
    Press Continue
 6. Press Create
 7. Another window will pop up, once all information has been verified, click on
    the red circle at the top left corner.
















Managing Advanced Email Options2020-01-22T15:56:26-07:00
MANAGING ADVANCED EMAIL OPTIONS

To change options, such as email forwarding, password, and vacation response,
click on the “Email Options” link:




Mozilla Thunderbird – Automatic Email Setup2020-08-06T10:00:45-07:00
MOZILLA THUNDERBIRD – AUTOMATIC EMAIL SETUP


Mozilla Thunderbird for Mac2020-01-22T15:50:11-07:00
MOZILLA THUNDERBIRD FOR MAC

 1.  Click on the Display Thunderbird menu icon
 2.  On the menu that loads go to Preferences and select Email
 3.  Now type in Your Name, Email address and Password and click Continue
 4.  Make sure for incoming server IMAP is selected then press Manual config
 5.  EFor incoming and outgoing Server hostname use mail.pvtn.net, verify that
     the incoming port is 993
 6.  For SSL, select SSL/TLS for the incoming and Autodetect for Authentication
 7.  For SSL, select STARTTLS for the outgoing and Autodetect for
     Authentication, verify that the outgoing port is 587
 8.  For Username on both incoming and outgoing, use your full email address (if
     you type in your email address into the incoming server, the outgoing
     server will auto populate)
 9.  Click on Re-test
 10. Click on Done


















My alarm keeps beeping. How do I get it to stop?2018-03-18T22:18:16-07:00
MY ALARM KEEPS BEEPING. HOW DO I GET IT TO STOP?

Please verify that all doors and windows are closed. Enter your code + off,
twice. If this does not stop the the beeping, please call 575-748-1241.


Netgear Nighthawk R70002019-02-04T16:32:18-07:00
NETGEAR NIGHTHAWK R7000

 * View Larger Image

Plug in the Netgear Nighthawk to the network.




Once connected, your computer may popup a location selection for your router, if
you are installing this at your home, choose Home network.



It will make this the default connection for your internet.




Now open your browser, Google Chrome or Internet explorer and type in the
address bar: login.pvtn.net



It will redirect to the router login screen to setup the router



The information to login to the router is located on the bottom of the device.



Some routers may provide promotions or specials, you can enable them, or skip
them, or never show them again.







When logged into the device, the internet will show that it is not connected to
a network.



When the internet box is clicked, it will show the IP that it is currently
pulling.



Type login.pvtn.net into the browser address bar. If popups are being blocked,
they will need to be allowed for the login to popup.




Here will be where the username and password will need to be entered for
authentication.





Once the router has been rebooted, log back into it by typing routerlogin.net in
the address bar.



Here you will see that it is now pulling a proper IP from DHCPatriot, and
internet should now be accessible.



Outlook – Setting Up PVT Email on Outlook 2010/20162020-01-22T15:41:37-07:00
OUTLOOK – SETTING UP PVT EMAIL ON OUTLOOK 2010/2016

 1. Click File
 2. Select Add Account
    Type your name (the way you would like it displayed when sending mail), your
    email address, and your password/confirm your password, click next
 3. The congratulations page should appear, place a check mark in the change
    account settings and click next
 4. Verify the incoming mail server:
    Account type: IMAP
    Incoming mail server: mail.pvtn.net
    Outgoing mail server: Change to: mail.pvtn.net
 5. Type your full email address for the username
    Make sure the checkmark is in the checkbox for Remember password
 6. Click on more settings
    The general tab shows your email
    On the outgoing server tab, verify there is a check mark in my outgoing
    server (SMTP) requires authentication
    On the advanced tab:
    Incoming server (IMAP): 993
    Use the following type of encryption: SSL
    Outgoing server (SMTP): 587
    Use the following type of encryption: TLS
    Check mark in Purge items when switching folders while online
 7. Once the Test Account Settings has completed, click on Close
 8. Then click on Finish





Outlook – Automatic Set Up of PVT Email on Outlook 20162020-08-07T08:14:07-07:00
OUTLOOK – AUTOMATIC SET UP OF PVT EMAIL ON OUTLOOK 2016

Go to control panel, choose Mail.











Questions to ask if your TV is not working.2018-03-18T22:20:24-07:00
QUESTIONS TO ASK IF YOUR TV IS NOT WORKING.

Is your TV on Channel 3?

In order to work with the PVT digital cable box, your TV must be on Channel 3.

Are you using the remote that came with the PVT digital cable box?

You must only use the remote that came with the PVT digital cable box. This
remote is also programmed to work with your TV. This is the only remote that you
need to operate both your TV and the PVT digital cable box.

Is your TV set to the wrong zoom level?

Sometimes, the screen is not fully displaying the picture, or the screen is
small with a black frame around the entire screen. This is a result of your TV
being set to the wrong zoom level or the wrong aspect ratio. To fix this,
consult the user manual on your TV for instructions on changing the zoom setting
or the aspect ratio.

Is the Aspect Ratio on your cable box set correctly for your TV?

This only applies to TVs connected to the cable box with the HDMI cable. Push
the Menu key on the upper right of the remote and use the arrows to navigate to
the HDMI Setup menu item. Select OK on the TV Aspect Ratio option. Select the
correct aspect ratio and choose the Apply button to accept the new settings.


Remote Control Instructions2018-02-22T03:00:39-07:00
REMOTE CONTROL INSTRUCTIONS

Download the instructions for your remote control:

 * Phazr-5 Remote Instructions
 * Motorola Remote Instructions


Setting up your e-mail account2018-02-23T04:26:26-07:00
SETTING UP YOUR E-MAIL ACCOUNT

Since there are many different e-mail versions, we suggest you go to the
following link. You will be able to choose the version that meets your need,
then simply follow the instructions.

support.pvt.com/internet/email


SPAM – Managing Spam Filter Settings2020-01-22T15:53:28-07:00
SPAM – MANAGING SPAM FILTER SETTINGS

 1. If you are using PVT web mail, below are instructions on accessing and
    managing your spam features.
 2. To check your new PVT spam folder, go to https://mail.pvtn.net
 3. Type your full email address and password into the webpage and click on
    “Sign in”.



You can click on the Spam folder as shown below to view your Spam messages:



If you want to change your spam settings or enable/disable the spam processing
for your mailbox click on the “Spam Settings” link.



If you are using IMAP on your phone or email client you can also check your spam
by going to the Spam folder as shown below:

In Microsoft Outlook:



On iOS devices (such as iPhone):

    

On Android devices:

  




Testing the speed of your Internet connection2018-02-23T04:18:57-07:00
TESTING THE SPEED OF YOUR INTERNET CONNECTION

Go to the following address:

http://speedtest.pvtn.net

Click to begin and the program will run an upload and download test, accurately
reporting your actual speeds.


Testing the speed of your Internet connection2018-03-29T15:29:18-07:00
TESTING THE SPEED OF YOUR INTERNET CONNECTION

 1. Go to the following address: http://speedtest.pvtn.net
 2. Click to begin and the program will run an upload and download test,
    accurately reporting your actual speeds.


VisionNet DSL Modem M4052021-09-27T14:07:27-07:00
VISIONNET DSL MODEM M405

 * View Larger Image


Windows 10 Mail – Automatic Set Up2020-08-06T10:06:10-07:00
WINDOWS 10 MAIL – AUTOMATIC SET UP


Windows Live Mail 2012 Setup2020-01-22T15:44:40-07:00
WINDOWS LIVE MAIL 2012 SETUP

Windows Live Mail 2012 Setup

 1. Click on the Accounts Tab at the top of the page, then select Email from
    the New Account section
 2. Fill in your Email Address, Password and the Display name for your sent
    messages, then click Next
 3. In Server Type click the arrow and select IMAP. Type in the following for
    Incoming Mail Server: mail.pvtn.net put a check mark in Requires a secure
    connection (SSL) and make sure the port is 993. Verify Authenticate using is
    set to Clear Text. Enter your Full Email Address in the Logon user
    name field. Type in the following for Outgoing Mail Server: mail.pvtn.net,
    and set the outgoing port to 587. Put a check mark in Requires a secure
    connection and a check mark in Requires authentication.
 4. Click Next, then click Finish









Windows Live Mail 2012 Verifying settings

 1. To verify all settings are correct: click on accounts, then Properties
 2. On the General Tab, verify the name of the email, your name and email
    address are filled in, if you would like to fill in additional information,
    that could be done here. Make sure the check mark is in the Include this
    account when receiving mail or synchronizing.
 3. On the Servers Tab, in the Server Information section, verify the IMAP is
    the type of incoming mail server that is being used, mail.pvtn.net is in
    both, Incoming mail (IMAP) and Outgoing mail (SMTP). In the Incoming Mail
    Server section, make sure your full email address is the Email username and
    your password has been entered, and remember password has a check mark next
    to it, and logon using clear text is selected. Outgoing Mail Server section,
    make sure My server requires authentication is checked.
 4. On the Security Tab, in the Signing certificate section make sure the
    Certificate box is empty. In the Encryption preferences section, make sure
    the Certificate box is empty and the Algorithm is set to 3DES
 5. On the Advanced Tab, in the Server Port Numbers, make sure the Outgoing mail
    (SMTP) port is 587, and This server requires a secure connection (SSL) is
    checked. The Incoming mail (IMAP) port is 993 and the check mark is in This
    server requires a secure connection (SSL). In the Server Timeouts section,
    default is 1 Minute. And in the Sending section, no check mark is required
    for Break apart messages larger than.
 6. On the IMAP tab, in the Folders section, Root folder path is empty and a
    check mark is in Check for new messages in all folders. In the Special
    Folders section, a check mark should be in the Store special folders on IMAP
    server and the default paths are set for each folder. Once verified, if any
    changes have been made, click apply, and then this box can be closed by
    clicking on the red X in the top right corner.














ZyXEL DSL Modem (CanyonStone Apts.)2021-09-27T14:08:23-07:00
ZYXEL DSL MODEM (CANYONSTONE APTS.)

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ZyXEL EMG2306-R10A2020-01-22T15:32:08-07:00
ZYXEL EMG2306-R10A

 * View Larger Image


ZyXEL EMG3425 Q10A2020-01-22T15:32:57-07:00
ZYXEL EMG3425 Q10A

 * View Larger Image





IN ADDITION TO THIS WEBSITE, SUPPORT IS AVAILABLE BY CALLING 1-800-505-4844 OR
BY SENDING AN EMAIL TO PVTCSRS@PVT.COM



ABOUT US

PVT provides the fastest fiber-based internet connections available in
Southeastern New Mexico. We also offer video, voice and business solutions
services.




Contact Us



CONTACT US TODAY

   Corporate Location

 * 4011 West Main Street
   Artesia, NM 88210

 * 800-505-4844

   

 * 575-748-1241

   

 * pvtcsrs@pvt.com
   Phone Support Hours
   
   

 * Mon-Fri 8:00am - 5:00pm

   Office Hours:

 * Mon-Fri 8:00am - 5:00pm



COPYRIGHT 2020 PEÑASCO VALLEY TELEPHONE COOPERATIVE, INC.   |   ALL RIGHTS
RESERVED   | LEGAL |   DESIGNED BY PLUS ONE
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