Residential FAQs

Residential FAQs
If you have a question, hopefully our Residential FAQs will answer it.  If the FAQs listed below don’t answer your question, we’re just a phone call 866-746-3873 or and email away.

 

Billing

How can I save money on long distance?

OTT Communications offers several optional calling plans, with options to fit every need and budget. For more information about in-state toll calling plans, please call our Customer Service team at 1-866-746-3873.

How do I pay my bill?

A number of options are available. You can pay online, by mail, or in person.

Pay Online
Please Note:On-Line Bill Pay is taken offline on the last day of the month and on the ninth at approximately 5:00 pm and remains offline until approximately 10:00 am the following day for billing purposes. It is also offline every morning from 3:00 am until 5:00 am for daily backups to the system.

By Mail to:
OTT Communications
PO Box 11004
Lewiston, ME 04243

At one of our Offices

What should I do if I don’t recognize a number on my bill?

Call your business office at 1-866-746-3873.

Your Customer Service Representative will happy to investigate the call and give you the name of the party called.

When is my bill due?

Maine or New Hampshire — payment is due 25 days from the mailing date of the bill.
West Virginia — payment is due 20 days from mailing date of the bill
Vermont – payment is due 30 days from mailing date of the bill
Massachusetts – payment is due 33 days from mailing date of the bill.

How do I check my messages when I am away?

Visit our website to log in.  Remember, you will need to know your username and password.

How do I integrate my OTT email with Outlook or Outlook Express?

Check your mail settings in either one of these e-mail programs to make sure they are correct.

  • Open the E-Mail program so you get to the main screen.
  • On the top bar, click on Tools / Accounts and go to the Mail Tab
  • Click on pop.ottcommunications.com then click on the Properties tab.
  • When you see:  “type the name by which you would like to refer to these servers”
  • Make sure that in the white box below, your correct e-mail address is indicated.  It should be ###hfreanzr#at#zlbggznvy.pbz###.
  • Next Click on the Server Tab on top.
  • It should read the following “my incoming mail server is a pop3”.
  • Incoming mail should be pop.myottmail.com
  • Outgoing is mail.myottmail.com.
  • Below that should be your account name which is your full e-mail address (###hfreanzr#at#zlbggznvy.pbz###) and then the password associated with your account.
How do I Send an Attachment?
  • Open the Mail Program that you are using.
  • Open a new e-mail window to send a new e-mail.
  • At the top of the window, click on Insert / Add Attachment
  • Browse and when you find the attachment you want to send, highlight it by left clicking on it then click on the Attach button.
I received an email from OTT asking for my username and password. What should I do?

This is a scam!  Delete Immediately!

OTT would NEVER ask for you username and password by email.

Is there a limit on how many recipients I can e-mail?

There is a rolling 150 recipient limitation for OTT e-mail every 5 minutes. Any e-mails that bounce back from being sent to an invalid recipient e-mail address counts as 10 recipients. If an e-mail account triggers this rate limit, please call the OTT Communications NOC at 1-866-643-6246 to have this unblocked.

What are my email servers?
  • Incoming (POP) Server is pop.myottmail.com
  • Outgoing (SMTP) Server is mail.myottmail.com
What is webmail?

Webmail is a convenient way to check your OTT e-mail account from any computer with Internet access and a compatible web browser.

What should I know about attachments?

Keep in mind when sending files:

  • ALL mail in Web Mail counts against your mailbox quota.
  • You can save Web Mail space by NOT ‘copying yourself’, ‘saving after sending’ or ‘archiving’ messages you’ve sent. In the Preferences settings, Sent Folder option, you can choose Do Not Archive Sent Messages
  • If you need to archive large messages, or large numbers of messages, consider using a standard mail program in conjunction with Web Mail.
  • Large files can be very slow sending and downloading at the recipient’s end.

Broadband

Can I connect multiple PC’s to SecureSpeed?

Yes! SecureSpeed users may connect as many PC’s as they desire to the service.  Support is provided for the first workstation. SecureSpeed Professional users receive Support for up to five PC’s.  An Ethernet hub and multiple Ethernet cards will be required.

Can I still use the telephones I have now with SecureSpeed service?

Yes! We will provide you with special filters that you install on each jack where you have a telephone. This filter separates DSL signals from phone service. Depending upon the current wiring installation in your home, inside wiring may or may not be required.

How fast is DSL?

DSL service is available in various levels up to 12mbps.  The actual speed of the service you receive may vary depending upon your distance from the telephone company central office, and upon the condition of circuits in your area.

I have ADSL and now I have noise on my phone?

Make certain that every phone jack is equipped with the filters that OTT provided.  You do NOT need a filter on the jack that supplies the DSL modem.

SecureSpeed DSL versus cable modem service?

Security
SecureSpeed DSL connections are NOT shared, and cable is – therefore Secuerspeed provides more security to your computer and the information you store

Consistent Speed and Bandwidth
Since your Securespeed DSL is not shared, you shouldn’t experience changes in connection speed. With cable, your shared signal will slow when your neighbors are all using bandwidth at the same time

What do I need to have DSL?

For the most effective operation of OTT broadband services, you’ll need  Windows XP (or later) or Mac OS X, and an available  Ethernet port.

What is DSL?

Digital Subscriber Line is a high-speed data service that is delivered over a standard phone line.  Using digital technology, advanced services, such as high-speed internet access, can be delivered over the same phone line as standard telephone service.

Where can I purchase a DSL modem?

The modems that OTT employs are specially selected for optimum performance with SecureSpeed and are not available in retail stores.  OTT broadband subscribers are assessed a monthly rental fee for a modem and never need to worry about repair or replacement of the unit. Subscribers who prefer to purchase a modem from OTT may do so at their own risk for repair or replacement.

General

How do I avoid telemarketers?

OTT offers a telemarketer block feature.  Contact Customer Care at 866-746-3873 for more information.

The Federal Trade Commission created the National Do Not Call Registry to help consumers control unwanted telemarketing calls.  Placing your name on this registry can dramatically reduce the number of telemarketing calls you receive.  To learn more, or to sign up for this registry, visit www.donotcall.gov or visit OTT Helpful Links for more information about Do Not Call and Do Not Mail lists.

Home Automation

Answers to your questions about OTT Home Automation powered by MivaTek

After installing my system, why are there sensors listed that I never installed?

This is normal. Your system comes pre-configured with all the devices activated. You will notice that the sensors without batteries installed do not have a last updated time-stamp under them like the installed sensors. You can go to the “Sidebar Menu” of your app, tap on “Device Management”, then select the sensor, and “Remove” it.

Do I need a telephone line in order to use the MivaLife system?

No. The MivaLife system requires a broadband connection usually via a connection to your home router. The security from your router plus the security from the MivaLife system provides greater security than ever before.

How are events handled by the security system?

Our security system is designed so that there is no delay from the sensors being triggered and the siren going off. Upon the sensors being triggered, both the Owner and the Authorized/Family Users will receive push-notifications on their smartphones.

The Owner will also receive an email with 1 attached snapshot taken by each IP camera. Each camera records a 30 second video-gram recording of the event, viewable by the Owner and Authorized/Family Users.

The video-grams are listed in the details for the event. Upon verification of the event, both Owner and Authorized/Family Users can disarm the system to cancel the siren. If there is no response to the event, each Emergency Contact will receive 1 text message alert 5 minutes after event being triggered.

How can I be certain other people are not stealing my identity on the cloud?

The first level of security is authentication and your password is encrypted when you sign in to your account. At the next level where all data is transmitted, including videos, images, as well as account information, bank-level AES data encryption is used.

How can I be sure unauthorized people are unable to look at my videos on the cloud?

With your privacy in mind, we store your videos locally. Video-grams are stored on the local flash drive attached to your system’s USB port. Ad-hoc recordings are stored on your smart device.

How do I add other sensors and devices to my existing system?

Follow the step by step instructions below:

First sign in to your mobile app,

To add a hub:

  • From the home screen, tap the “Sidebar Menu” icon.
  • Tap “Device Management”.
  • Tap “Add” in the upper right corner and choose “New OPU”.
  • Follow the instructions on the application.

To add a camera:

  • From the home screen, tap the “Sidebar Menu” icon.
  • Tap “Device Management”’
  • Tap “Add” in the upper right corner and choose “IP Camera”.
  • Follow the instructions on the application.

To add a sensor:

  • From the home screen, tap the “Sidebar Menu” icon.
  • Tap “Device Management”.
  • Tap “Add” in the upper right corner and choose “Sensor”.
  • Follow the instructions on the application.
How do I quickly start to activate and use the system?
  • Connect the hub to a DHCP enabled broadband modem with Ethernet cable.
  • Power up the hub.
  • Insert batteries to sensors and connect power to cameras near hub.
  • Make sure the Cloud LED of the hub is ON – that means you’re connected to the Cloud.
  • Download Mivalife App. Click App Store for iPhone, and click Google Play store for Android smart phone, search for MivaLife, install the app.
  • Follow instructions to set up an account with your smart phone, while installing the Mivalife App.
  • Start device activation on the app.
  • When prompted, scan the QR code, which is the 3D bar code from the base of the hub, scanning is similar to taking a picture of the QR code from your smart phone camera.
  • Activation completed.
How do I retrieve my Mobile App password?
  • Go to the sign-in page of your  app. Tap “Forgot password?”.
  • You will be prompted to provide the Account Number (phone number).
  • Tap “Submit”.
  • The following message will appear, “Request submitted. An email with a new password will be sent to you shortly”.

A new password will be emailed to the email address that is associated with your account.  You can then change the randomly generated password by:

  • From the home screen, tap the “Sidebar Menu” icon.
  • Tap “My Profile”.
  • Tap “Change Password”.
  • Enter the randomly generated password.
  • Type in the new password.
  • Retype new password.
  • Tap the ‘check mark’ “√” to save it.
How many cameras can I have in a single location?

We recommend up to 8 cameras per hub as a practical limit. If you need more cameras we suggest you purchase another hub.

How many locations can I have?

You can have as many locations as you would like. We do not place a limit on the number of hubs you can own.

I do not hear audio notifications on my smart device, what can be the problem?

Verify that notifications are turned on in the mobile app.

  • From the home screen, tap the “Sidebar Menu” icon.
  • Tap “Notifications”.
  • Make sure that “Push Notification” is set to “ON” and that “Audio alerts on mobile” is set to “ON”.
  • Then check your smartphone volume control, including the mute button.

On Android devices, verify the sound status in settings, sound, volumes, music, video, games, and other media. To turn on the app notification with Android devices:

  • Go to Settings and then to Application Manager.
  • Navigate to the MivaLife app.
  • Tap check show notifications box.

On iOS devices, verify the sound status in settings, sounds, ringer and alerts. To turn on the app notification with iOS devices:

  • Go to Settings then to Notification Center.
  • Navigate to the MivaLife app, and make sure that alert style is set to something other than ‘None” and that Sounds = “On”.
  • Show in Notification Center = “On”.
  • Show in Lock Screen = “On”.
If I am unable to find the answer to my questions online, where can I go for more assistance?

You can contact OTT 24/7 Tech Support at 1-877-643-6246 or contact us by email Select ‘Technical Support’ from the ‘I Need’ drop-down menu.

If I lose my smartphone, what should I do?

We suggest you change your password, either on another smartphone with our app installed or at web.mivalife.com on a web browser. You will need to sign in to your account and change your password.

You can also contact us at 877-643-6246 to disable your account.

 

Is there a place I can view the user manual online?

Absolutely!  Right here!

Hardware Manual

Software Manual

What can I do if a camera is offline?

First unplug and plug the camera back in. If the camera is still offline after 2 minutes, plug in the camera closer to the hub and wait 2 minutes.

If it still does not come back online, OTT Technical Support would be happy to provide further assistance. Call 877-643-6246.

What can I do if my system is offline?

Verify the hub is connected to your router. If all looks okay, unplug the hub for 10 seconds, then plug it in again.

If the hub does not come back online within 3 minutes,  OTT Technical Support would be happy to provide further assistance. Call 877-643-6246.

What do I need before purchasing an OTT Home Automation System?
  • An OTT broadband connection, There is no support of dial up services.
  • A working Wi-Fi router in your home with an available LAN port. The router allows the distribution of the broadband signal to other devices in your home. It supports both physical connection and wireless to these devices. Our system will require a physical connection to one of the available LAN ports on the router.
  • A working smartphone with data plan. Your smartphone will be needed to install and access our security control app, and for support of SMS messaging, streaming video, and email.
  • Electrical outlets located where you are placing the cameras and hub. This, primarily, eases the installation by having these devices near AC outlets. In addition, it would be ideal to have the hub also near your home router, since there is a required physical connection to a LAN port.

Please follow the step by step instructions of our installation guide and you should have no problems with our security system coming on-line successfully.

What’s the difference between the Mivalife Portal and the MivaLife App?

The app is really the brains of the outfit. There you can not only monitor your system, you can actually control things. At the web.mivalife.com portal you can change your password, access account information, and view a record of events and other functions of your system, but you can’t control things from there.

Why is there static on my land line telephone after installing my system?

First, if you have DSL shared with a land line, make certain that every phone jack is equipped with the filters that OTT provided.  You do NOT need a filter on the jack that supplies the DSL modem.

If filters are all in place and the problem continues, then unplug the router for 10 seconds and plug it back in.

 

Will my homeowners insurance company give me a discount for using this system?

Check with your insurance provider to if your eligible for a discount.