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 #ob#hfreanzr#at#zlbggznvy.pbz#ob#.
  • 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 (#ob#hfreanzr#at#zlbggznvy.pbz#ob#) 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.

LeverettNet

FAQs specific to Leverett, Massachusetts municipal fiber network.

What is LeverettNet?

LeverettNet.net is the domain name of the fiber-optic broadband network serving residents and businesses in the Town of Leverett, Massachusetts.

What is LMLP?

Leverett Municipal Light Plant, the custodian of LeverettNet. Click here more information.

What is an MLP (Municipal Light Plant)

The MLP is a municipal entity under Massachusetts law, established to provide utilities (gas, electricity, telecommunications) to residents and businesses.  MLP budget and administration is separate and distinct from the general town budget and administration (similar to an enterprise fund).

What is the NO (Network Operator)?

The Network Operator is an entity that monitors the performance of the network and takes corrective action in the event the network is not functioning properly. Holyoke Gas & Electric Telecom Division is the NO for LeverettNet.

Who owns the network?

The Town of Leverett owns the network.

What is an ISP (Internet Services Provider)?

The ISP is an entity that provides Internet service over the network. OTT Communications is the ISP for LeverettNet.

What services are available over LeverettNet?

Internet service with 1Gps (one gigabit per second) symmetrical (upload and download) access to the 2Gbps (two gigabits per second) “middle-mile,” with no data cap. Includes up to 5 email boxes.

Telephone service with unlimited calling to the contiguous 48 states, Canada, Puerto Rico,  Alaska, Hawaii, US Virgin Islands, Guam, and N. Mariana Islands.

Calls outside the unlimited area will be billed at posted international rates.

Calling features include call waiting, caller ID, caller name ID, voicemail   (optional feature in QDS bundle), call forwarding fixed, call forwarding busy, do not answer, and call forwarding, caller ID blocking and unblocking, call return, flash hold, last number redial, three way calling, and international block

 

How do I use Voicemail

Accessing your voicemail for the first time:

1. Dial *86
2. A tutorial will prompt you to set up your new password.
a) You will need to enter in a minimum of 6 digits
3. You will now be prompted to record your name.

4. You will now have the option to record a personalized busy and no answer greeting.

Please Note:  When calling VM from your home phone, by default, there is no access password required.  Should you wish for the system to require a password for voicemail access, please call 866-746-3873 and customer care will set that up for you.


Accessing
your voice mail ongoing:

1. From your home phone:
a) Dial *86
b) Proceed to item #3 below
2. From a phone outside your home
a) Dial your phone number
b) When your greeting starts, press *
c) A tutorial will ask you to enter your passcode
d) Proceed to item #3 below
3. A tutorial will walk you through options available
a) Press 1 to play messages
b) Press 2 to change Busy Greeting
c) Press 3 to change No Answer Greeting
4. While listening to a message you can:
a) Press 1 to skip back a few seconds
b) Press 2 to pause/resume message
c) Press 3 to fast forward a few seconds
d) Press 4 to skip to beginning of message
e) Press 6 to skip to end of message
f) Press 7 to delete message
g) Press # To save the message anytime while listening, or at the end of the message.
How Do I Use Standard Calling Features?
Standard Calling Features
Call Waiting *43 turn on / #43 turn off
Call Forwarding (CF) *72 turn on / *73 turn off
CF Busy *90 turn on / *91 turn off
CF Do Not Answer *92 turn on / *93 turn off
Call Return *69
Flash Hold *22
Last Number Redial *66
Call ID Block *XX turn on / *XX turn off
Per Call ID Block *XX
Three Way Calling Place first call on hold(*22),then dial the next call, once connected, *22 will join the two calls
International Block Please call 866-746-3873  for a PIN that will allow you to make an international call.

 

How Do I Use Enhanced Calling Features
Features What It Does Key Code
Anonymous Call Rejection Allows you to reject calls from anonymous parties who have explicitly restricted their Caller ID. *77 turn on
*87 turn off
Do Not Disturb Allows you to set your phone service as unavailable so that incoming calls are given a busy tone. *78 turn on
*79 turn off
Speed Dial 100 Allows you to dial single digit codes to call up to 100 different numbers. *75 to set up list
How Do I Use Premium Features?
Premium Features What It Does
Key Codes
Call Forwarding Selective Allows you to define criteria that causes certain incoming calls to be redirected to a different telephone number. call 866-746-3873 for set-up, then
#76 to activate and set up
#77 to deactivate
You can manage the following features at the OTT secure web portal. Please call 1-866-746-3873 Option 1 for activation and password.
Selective Call Acceptance Allows you to define the telephone numbers that will be allowed to reach your telephone number. If an incoming telephone number is on the list, the call will complete to the your phone.  All other calls are blocked and the inbound caller is informed that the user does not wish to receive the call.
Selective Call Rejection Enables a user to define the telephone numbers that will not be allowed to reach the users telephone number. If an incoming telephone number is on the list, the call is blocked and the caller is informed that the user is not accepting calls.
Call Notify Allows you to define criteria that cause certain incoming calls to trigger an e-mail notification or a short message to a cell phone. If an incoming call meets your specified criteria, a notification is sent  informing the you of the details of the incoming call attempt.
Sequential Ring  Allows you to define a “find-me” list of phone numbers that are alerted sequentially for incoming calls. While the service searches for the you, the calling party is provided with a greeting followed by periodic comfort announcements. The caller can also interrupt the search to leave a message by pressing a specified key.
Simultaneous Ring Allows you to have multiple phones ring simultaneously for their inbound calls.  For example, inbound calls to your home phone could also ring to your mobile phone.
Broadworks Anywhere This extends your phone services so that you can make or receive calls from any other fixed phone or mobile phone number.
The following feature needs to be managed by our Customer Care Team.
Alternate Number Provides a distinctive ring for a second number on a single phone line.  You can have up to 10 Alternate Numbers, but there are only 3 distinct ring patterns. Please call 866-746-3873 to configure Alternate Number
What television options exist on LeverettNet?

LeverettNet does not offer separate television service (often referred to as cable), but does provide access to television and video streaming services over the Internet (sometimes referred to as video “over the top”).

Video streaming services include Netflix, Hulu, HBO, Amazon Video, Vudu, YouTube, Sling TV, and many others. Some satellite television providers—like Dish TV and Directtv—also provide access via an Internet connection, without needing a satellite dish. ‘Smart’ TVs and stand-alone streaming media hardware devices—for example, Roku, Apple TV, Chromecast, Fire TV Stick, etc.—allow television sets to connect to “over-the-top” content.

An October 2016 report from The New York Times and the Wirecutter offers product recommendations and a guide to streaming television and video content over the Internet.

More information about television streaming is available in the News and Information section of this website.

What email options exist on LeverettNet?

Your email options are POP and IMAP. Each account includes up to 5 leverettnet.net email addresses with a minimum 5GB of storage per account,

Other email accounts (gmail, yahoo, etc . . .) can be used separately or forwarded to a leverettnet address (or vice versa).

 

How do I Set Up My Email Account?

Basic IMAP Settings
Outgoing Mail Server:  mail.leverettnet.net
Outgoing Server Port:  587
*requires authentication

Incoming Mail Server:  imap.leverettnet.net
Incoming Server Port:  993

Recommended Mail client: Mozilla Thunderbird
Download:  https://www.mozilla.org/en-US/thunderbird/

Thunderbird Walkthrough
After downloading Mozilla Thunderbird please follow the steps listed below to setup your Email Account.

What inside premises wiring is needed for telephone connections?
Telephone wire pairing. Click image to view larger.

Telephone wire pairing. Click image to view larger.

The ONT provides connection ports for telephone as well as for Ethernet. The jack on your existing telephone wiring will unplug from the telephone company service box and plug directly into a telephone port in the ONT (behind the outer weatherproof door). If you install new telephone wiring from the ONT to connect to existing telephone wiring inside your house, the following diagram shows the most common situation. In the event you end up with spare wires, cut the ends cleanly and wrap them back around the wire casing.

What inside premises wiring is needed for Internet connections?
Fiber-to-the-home premises equipment and wiring. Click image to view larger.

Fiber-to-the-home premises equipment and wiring. Click image to view larger.

The ONT converts signals carried as pulses of light on the optical fiber into electrical signals carried over low voltage twisted pair wire copper wiring referred to as “Ethernet” wiring. Ethernet carries the electrical signals from a port on the ONT to the subscriber’s equipment, typically a router.

For network administration and security reasons, you should not connect a computer directly to the ONT, unless you are requested to do so by a service technician.

The data rate of the signals to and from the ONT is one gigabit per second (that is, one thousand million bits transferred over the wire per second), often abbreviated as gbs.

Categories of ethernet wire suitable for that data rate are Cat 5 and higher. Cat 5e is normally considered entirely suitable for all but the longest and most interference-prone installations. A typical residential network will connect computers, printers, and other devices via wired jacks or wirelessly. In either instance, a router will be connected by Ethernet wire to an Ethernet port in the ONT (behind the outer weatherproof door) and will serve the inside network via wireless or a mix of wireless and wired connections.

Ethernet wiring can be installed by electricians, but may also be installed by others having appropriate skills. It is not highly complex to install. The most critical factors are that the cable must not be allowed to kink or be secured so tightly that it is crushed.

What is the ONT (Optical Network Terminal)?
ONT-with-cables

ONT connections. Click image to view larger.

The ONT is a network interface device used with fiber-optic systems. The ONT is the demarcation point between the LeverettNet fiber-optic network and the subscriber premises Ethernet wiring to the subscriber router, which serves the subscriber’s devices. The ONT converts optical signals into electrical signals, and vice-versa. The ONT terminates the fiber optic line in an inner compartment and the premises Ethernet and telephone wiring in an outer compartment. The ONT is powered from the subscriber premises electrical system, through an uninterruptible power supply (UPS) unit.

NOTE: The ONT is the property of the Town of Leverett. It is not to be painted, moved, adjusted, or tampered with.

The homeowner may access only the outer compartment behind the weatherproof exterior door—which is secured by an ordinary slotted screw—for ports to connect premises Ethernet and telephone wiring. Operational status lights are visible in this outer compartment.

How do I subscribe for services or call for customer support?

To subscribe or for billing and other non-technical matters, contact the ISP, OTT Communications at 1-866-746-3873; press 2, Monday – Friday 8:00 AM – 5:00 PM.

For 24 /7 Repair & Technical Support:1-866-746-3873 and press 1

If it’s more convenient, drop a note.

Contact Form

If you are having connection issues or need assistance with email or voicemail settings, please select Technical Support from the drop-down below. If you have general questions about products, services or billing, or want to add or change service, please select either Residential or Business Customer Care (whichever applies). Would you like to Refer a Friend to OTT, or are you seeking OTT participation or sponsorship of a community event? There are drop-down selections for those too.
  • Please select one.
  • Please tell us why you're writing and provide any preferred contact information.
  • This field is for validation purposes and should be left unchanged.

 

How do I get service at a new house or location?

A new home connection to LeverettNet requires a fiber-optic drop line from the network distribution line at a roadside utility pole to an Optical Network Terminal (ONT) on the house. Unless the homeowner provides a passable buried conduit (minimum size 1¼”), the drop line will be aerial. The ONT is powered by an Uninterruptible Power Supply (UPS) connected to the house electric system. The drop line and associated equipment remain the property of the Town. The LMLP has contracted with Collins Electric to install new connections, as follows:

Generic Scope of work:

  • Up to 500′ aerial or in passable conduit minimum size 1¼”
  • One 2-fiber cable drop from distribution pole closure to house
  • One Calix 711GE ONT at approved owner location
  • One UPS and 7-conductor line to ONT
  • Splicing one pigtail SC/APC at customer location

Estimated Base Price: $2,400.00.

  • Collins will track installation time and the actual cost may be lower or higher.
  • Collins will provide a specific cost estimate, for a fee of $150.
  • Homeowner must provide 120-volt outlet for UPS.
  • Homeowner is responsible for interior network wiring (Ethernet, router, etc.).

To initiate the process for a new connection to LeverettNet, submit a complete and signed LMLP Homeowner Easement and Right of Access Form to Town Hall, Leverett.

Contact Town Administrator Margie McGinnis 413-548-9699 for further information.

Can I subscribe to more than one LeverettNet account?

The ONT has two Ethernet ports and two telephone ports, where the homeowner’s cable(s) connect to inside wiring. Each port can be provisioned by the ISP to carry a separate Internet or telephone subscription. Arrangements for additional LeverettNet accounts can be made directly with the ISP. It is also possible to arrange with the ISP to install an ONT with more than two ports for even more subscriptions.

May I resell the use of my LeverettNet connection?

The Leverett Municipal Light Plant as a matter of policy forbids resale of a LeverettNet connection. Anyone seeking a commercial arrangement for LeverettNet usage should contact the LMLP, which will review requests and, if approved, establish terms that ensure network build, maintenance, and operating costs are shared appropriately.

How do I locate the path of buried fiber on my property?

A survey plan for the aerial or underground path of a fiber “drop” to a subscriber location is completed prior to the installation. This plan shows the approximate path to be taken and provides a good reference to use when searching for the conduit. This plan is on file with the LMLP in Town Hall. Contact the LMLP to see a copy of the plan for your location.

NOTE: The actual path of the cable is subject to conditions discovered in the course of the trenching work and for this reason may be found far from the path shown by the plan.

Underground drops are enclosed in an orange-colored conduit, buried approximately five to twelve inches below the surface. The best practice for digging anywhere between the roadway and the house ONT installation is to dig by hand for the first twelve inches of depth.

The homeowner is responsible for costs to repair fiber broken or damaged by digging or other interference.

 

Where do I report a problem like a tree down on a fiber cable?

Use the Tree Trim or Removal Request Form on this website to report trees that are endangering cables. Your report will be sent to the LMLP, the Leverett Tree Warden, and the electric company to remedy the problem.

Contact OTT Communications by phone 866-746-3873 option 1 or Email.

What is FTT?

Fiber To The _______ is a generic term for any broadband network architecture using optical fiber to provide all or part of a last mile telecommunications system. Fiber-to-the-home (FTTH) refers to fiber optic cable connections to individual residences; also known as Fiber-to-the-premise (FTTP): LeverettNet deploys this architecture. Fiber-to-the-curb (FTTC) refers to fiber optic cable extended along a street or road, passing individual premises.

What is Optical Fiber?

Optical fiber is a strand of glass about as thin as a human hair that transmits light pulses carrying digital information. The light pulses are generated, received, and converted from / to electrical signals by electronic equipment at each end of the fiber, to form a communications network. Fibers are grouped in bundles in cables throughout the network. Optical fiber is less expensive and lighter weight than copper wires and can transmit more data with less power and signal degradation over longer distances. Optical fiber is electrically non-conductive and not subject to electromagnetic interference.

What is a Gigabit (Gb)?

A Gigabit of Internet bandwidth is 1,000 Megabits (Mb). A Gigabit network can provide data transfer rates of one gigabit per second (Gbps) over fiber. Most end-user devices process data at slower speeds than fiber.

Gigabit as a measure of bandwidth is not to be confused with Gigabit as a measure of data. Bandwidth (what engineers call bitrate) refers to data transfer rates: or how fast information can move between devices. A Gigabit of data, in contrast,  is a measurement of quantity: one billion bits of data.  It takes eight bits (referred to as a byte) to store a single character of text.

What is Symmetrical Bandwidth?

Symmetrical Bandwidth refers to equal upload and download speed. Download (or downstream) bandwidth is the path that brings information from the network to a subscriber’s device. Upload (or upstream) is the path that carries information from the subscriber’s device into the network. All Internet activity involves both paths. Video streaming is an example of an activity that uses more downstream than up. Cloud services, telehealth, and video conferencing are examples of activities that use up and down streams more evenly and may use upstream more than down.

Do I need a modem in addition to a router?

No, you do not need a modem. The ONT serves the same purpose as a modem.

What is an UPS (Uninterruptible Power Supply)?

UPS (Uninterruptible Power Supply): contains a battery backup to provide short-term power to the ONT in the event of a grid power outage. Converts AC (alternating current) from the electrical grid into DC (direct current) to the ONT and keeps the battery charged. The apparatus provides surge protection and filtering to correct some common utility grid problems—voltage and frequency instabilities. The UPS is connected to the ONT with two power wires and five signal wires. The battery in the UPS unit is a sealed, maintenance-free lead-acid type. 

What do the indicator lights mean on the UPS?

Your UPS provides indicator lights to let you know how it’s operating.

  • System Status: Green = normal operation
  • DC: Green = battery is supplying power (see diagram below for alarm details)
  • Mute: Orange = alarm muted (see diagram below for muting instructions)
  • Replace Battery: Red = battery replacement required

Uninterruptible power supply indicator lights. Click image to view larger.

When to replace the battery in the UPS?

The ONT sends UPS status signals to the Calix Management System (CMS) and can be monitored by the Internet Service Provider (ISP). The subscriber may replace the battery directly or contact an electrician. Two local electricians are certified by LeverettNet to work on ONT and UPS issues: Ryan Gahagan [Grace Electrical Services, 860-589-6965] and Lee Edelberg [H. 413-549-8963; C. 413-522-0356].

How do I replace the UPS battery myself?

The UPS battery charges when it is connected to utility power. The battery charges fully during the first 24 hours of normal operation. Do not expect full battery run capability during this initial charge period.

The battery is hot-swappable. You may replace it while UPS is connected. See diagram below for details.

UPS-battery-replacement

UPS battery replacement. Click image to view larger.

 

What battery do I use for replacement?

Use a Sealed, Maintenance Free Lead-Acid Battery with 12Vdc 7 amp-hour output. This battery may be purchased at a local electrical supply store or online [12vdc 7ah sealed lead acid battery]. Using an incorrect battery may cause damage or risk of energy hazard.

What is the Point of Presence?

A Point of Presence is a demarcation and access point to the Internet. It is a physical location that houses electronic equipment necessary to connect the “last mile” network to the “middle mile,” which connects through the ISP to the Internet.

 

What is the Middle Mile?

The Middle Mile is the network that provides connectivity from local “last mile” networks to the Internet. The “middle mile” for LeverettNet is owned by the Massachusetts Broadband Institute and operated by Axia NGNetworks.

 

What is Ethernet?

Ethernet is a system for connecting computer systems, with protocols to control the passing of information and to avoid simultaneous transmission by two or more systems

What is active Ethernet?

An Active Ethernet network provides each subscriber with their own fiber link  to the network node switch, which links the local network to the Internet. In comparison, a GPON network uses passive optical splitters to connect up to 32 subscribers to a single fiber link to the network node. AE makes higher bandwidth possible by the direct link from the switch to the subscriber. LeverettNet employs AE.

What affects network speed?

LeverettNet provides access to a gigabit speed to the Internet. Some factors can inhibit access to this speed, including:

  • the network interface card on a subscriber device (1000BASE-T = gigabit capable)
  • other components of subscriber devices (chipsets, motherboards, operating systems, applications, etc.)
  • rating on the Ethernet cable (Cat5e = gigabit capable)
  • simultaneously running bandwidth-intensive applications (e.g., video takes priority over other data)
  • delay in LeverettNet and/or the Internet beyond LeverettNet and/or websites, due to traffic congestion, rerouting, etc.
  • note that websites, even speed test websites, do not necessarily run at 1Gig
  • older wireless access point and/or wireless network adapter (protocol earlier than 802.11n)
  • note that wireless is inherently slower than wired; optimize by locating access point closer to devices and with fewer barriers; use different frequencies from cordless phones; etc.
What about network security?

A number of mechanisms are built into the LeverettNet network nodes and ONTs to enhance network security. Security features configured on the Leverettnet network include, but are not limited to, MAC forced forwarding, Multicast Filtering, IP DHCP Option82, IGMP snooping, IP Source Verify and limited scope VLANS. The Network Operator has deployed these features globally across the network. Additionally, the network has the ability to prioritize certain types of traffic over others. For example – telephone takes priority over Internet. For more information about how the Network Operator monitors LeverettNet, click here.

For home networks: The short answer is “Read the instructions that come with your router!” There are many variations of routers with different methods for managing security. Some are able to provide more security and are easier to set up than others. The key security feature for any router is that it have password controlled access to the home network. It is also important to change the password for the router’s “admin” or “manager” account from its factory default as soon as the router is installed. Information about how to set both passwords will be found when you “read the instructions that come with the router.”

For more information about Internet security best practices, visit Internet Security in the LeverettNet Blog

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.

 

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