Frequently Asked Questions

General Account Questions

What is "Security Code" for online bill pay account?
Why should I use a surge protector or battery backup?

Internet Questions

Why is it important to do my updates?
How can I keep my kids safe on the Internet?
Why should I use virus protection software?
What can I do about all this Spam?
What is adware and spyware, and how do I get rid of it?
What is a firewall? Do I need one?
Why doesn't CentraCom actively filter my internet access and email?
Why does my computer keep asking me for my username and password?
What does the “account is locked” or “pop.lock is busy” error message mean?
Why can I load some Web pages but not others?
Why can't I connect to the Internet?
I don’t want to be tied to one room. Can I create a wireless network here?
Why am I experiencing very slow connection and download speeds?
How to set up a Guest Network in my home.

Cable TV Questions

What do I do if there is no video picture on the TV screen?
Why can I see a picture, but can’t hear any sound?
Do I really need an HD set-top box?
Can I watch one show on TV while I record another on my DVR?
How many hours can I record on my DVR?
Why doesn’t the remote control work?
Closed Caption Settings on DVR
Why won’t my set-top box turn on?
How do I fix the error 228 on my Pace Set Top Box?

Telephone Questions

If my electricity goes out, will my phone go out, too?

SmartTown Frequently Asked Questions

What is CentraCom SmartTown?
SmartTown is a CentraCom Managed Service that enables CentraCom to provide the ultimate experience to their subscribers, visitors, and first responders when they are on the go. Built upon the Wi-Fi Alliance Passpoint standard and secured with CentraCom CentraGuard, SmartTown utilizes the latest network security and content filtering to provide a private, secure, and safe experience.
How is CentraCom SmartTown different from traditional Community Wi-Fi?
  • SmartTown is a solution that expands a CentraCom’s secure connected footprint for various user groups.
  • SmartTown is private, safe, and secure with CentraCom CentraGuard as the underlying service and authenticated with Passpoint, an industry-standard security mechanism to authenticate and encrypt data transmissions and is supported and deployed using CentraCom Managed CentraWiFi Blast.
  • SmartTown Wi-Fi is a flexible solution to deploy Wi-Fi to subscribers, first responders, organizations, educational institutions, etc. outside of their homes and businesses.
  • SmartTown can be used to provide municipal Wi-Fi, usually in a community gathering area.
Will I pay more because of this extra data usage?
You won’t see any changes to your bill due to CentraCom SmartTown access. The data used by SmartTown is separate and doesn’t count towards your own usage. You won’t be charged any additional cost for this service, it is something we want to provide to our communities at no cost to you.
How do I connect to CentraCom SmartTown?
You will onboard your mobile devices via a password-protected webpage. After accepting our SmartTown terms & conditions, you download and install the Passpoint 2.0 profile on your mobile device to connect to a SmartTown community network. After the first login, the mobile device will automatically associate to any SmartTown hotspot that is active within that Community when in proximity to a SmartTown Wi-Fi access point.
What is Passpoint?
Passpoint is a technology that allows mobile devices to automatically connect to available Passpoint-certified Wi-Fi hotspots. This technology gives the device the freedom to hop from one hotspot on a network to another without the need to log in to each hotspot.
What devices are compatible with Passpoint?
Device TypeOperating SystemBrowserNotesHow to Check Compatibility
AndroidAndroid 11 & newerChrome“Hotspot 2.0” must be enabled to download the Passpoint profileSettings > Connections > Wi-Fi > Advanced Settings > Hotspot 2.0
AppleiOS 13 & newerSafariAfter downloading Passpoint profile, “Ask to Join Networks” should be set to “Ask” or “Notify”Settings > Wi-Fi > Ask to Join Networks > (Notify or Ask)
WindowsWindows 10 & newerChromeSettings > Network & Internet > Wi-Fi > Known networks > SmartTown network
MacmacOS 10.15+SafariAfter downloading the passpoint profile, “ask to join networks” should be enabledSettings > Wi-Fi > Ask to Join Networks >
Why can't I access SmartTown Wi-Fi?
Check these common problems first:
  • Is the profile installed on your device?
  • Is your Wi-Fi enabled and are you within range of a SmartTown device?
  • Are you connected to a private network (for instance the Wi-Fi at your home or a friends house)?
Follow these steps if you were not able to download the profile:
  • Use the compatibility guide above to make sure your device can use Passpoint.
  • Make sure you have a stable cellular or Wi-Fi connection so the profile can be downloaded.
  • Turn off browser extensions and ad blockers while you download the profile.
  • If you see a green banner - Check your settings to verify profile is installed. If it is refresh the browser and download profile again.
  • If you see a red banner - The security token as expired, you will need to authenticate the profile and download it again.
Follow these steps if you were not able to install the profile:
  • Go to the Wi-Fi settings and complete the profile installation.
  • If that doesn't work, download the profile again then retry the installation process.
If you are connected to a private Wi-Fi network your device will stay on that instead of using SmartTown.

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