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Connecting your life then, now and always. INTERNET TV PHONE Subscriber Handbook Welcome to the Co-Mo family!

We’re happy to welcome you to our Co-Mo Connect family! We’re confident you’ll enjoy our ultra-fast internet, HD television channels and/or crystal-clear phone services. In fact, we’re excited to share with you some of the advantages of being our subscriber and a few of the endless advantages of using our fiber-optic technology!

One of the primary benefits of being a subscriber of Co-Mo Connect is that we’re a local company. We are your neighbors, family and friends and we’re delighted to serve the communities we live and work in each day. As your neighbors, family and friends, we want to make sure that every experience you have with Co-Mo Connect is a positive one and that you have the tools to get the most enjoyment out of the services you pay for.

To assist you with navigating our services and to inform you about how to use some of our equipment, we’ve provided this handy Subscriber Guide. In this guide, we’ve included some helpful basic troubleshooting tips/tricks for all of our services, as well as TV channel guides and instructions on how to program and use our TV remote.

If you ever experience any problems that this guide does not address, we’re here to help! Please give our friendly local Subscriber Support team a call at 888-256-9575 or email at [email protected] and we will be glad to help you.

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2 3 Contacting Co-Mo Headquarters Office Mailing Address: Residential Service Offerings PO Box 220, Tipton, MO, 65081

Physical Address: 29868 Highway 5, Tipton, MO, 65081 HD-TV Phone: INTERNET TELEPHONE Whole home DVR for $5 per month and 844-99-FIBER additional Set-Top-Boxes are $4.95 for HD STB’s and $9.95 for HD-DVR STB’s Basic Unlimited $49.95 $39.95 Lake District Office Local Plus Up to 100 mbps Unlimited local and Mailing & Physical Address: If you enjoy streaming long distance calling. HD $30.95 | HD-DVR $35.95 videos online or Standard residential All your favorite local channels and more 17698 N. Highway 5, Sunrise Beach, MO 65079 downloading music, this calling features include Complete Lite could be the package three-way calling, for you. number ID, call HD $67.95 | HD-DVR $72.95 (100 mbps upload forwarding, call All Local Plus channels with additional 100 mbps download) Technical Support waiting and voice mail. favorites-most in HD! Additional phone Phone: Complete Advanced features are available. 888-256-9575 HD $77.95 | HD-DVR $82.95 $59.95 All Local Plus and Complete Lite channels with additional favorites-most in HD! Up to 250 mbps And More... Do you have a large family Email: Advanced Lite that have multiple devices Bundling [email protected] HD $77.95 | HD-DVR $82.95 you need to connect? This No complicated package could be what All Local Plus and Complete Lite channels and tons bundles. No you need. of music, sports and more! deceiving teaser rates. (250 mbps upload Just straight-forward 250 mbps download) Advanced amazing service! HD $86.95 | HD-DVR $91.95 Create a package to All Local Plus, Complete Lite, Complete, Advanced Ultra match your interests Lite channels, tons of music, sports and a $79.95 and needs. Pick any few extra favorites! 2 services (Internet, Up to 1 GIGABIT phone or TV), take $15 Ultra Are you a gamer? Do a off your monthly bill. HD $139.95 | HD-DVR $144.95 lot of video chatting? It Pick all 3 services, doesnt get any better than All packages listed above plus movie channels! take $35 off your our Ultra package. monthly bill. Extras (1 Gbps upload 1 Gbps download) HBO $18.95 Cinemax $15.95 We also offer a Managed Showtime $16.95 Wireless Router Service Starz/Encore $15.95 for $4.95 per month. Starz only $10.95 Encore only $6.95 Variety Pack $4.95 *Requires Advance Lite, Advance or Ultra package for eligibility. Variety Pack Lite $3.95 Sports Extra $4.95 **Prices and packages are subject to change, visit www.co-mo. *Team Sports $3.95 net for up-to-date information. Taxes, regulatory, local govern- Outdoor Sports $2.95 ment franchise fees, local TV and/or sports surcharges apply. Local TV surcharges ($14.80) and sports surcharges ($6.18) and fees reflect contractual payments and Co-Mo Connect costs necessary to provide such programs. 4 5 Ways to Pay

For your convenience, Co-Mo offers the following payment options 24 hours a day with checking/savings or debit/credit card (Visa & MasterCard).

Phone Use this option by dialing 800-781-FIBER(34237) and use our automated system.

Internet By visiting www.co-mo.net, and select “Pay Bill” from the options at the top of the screen. This option will require your SmartHub credentials.

Mobile App By accessing the SmartHub app via the Apple App Store or Google Play Store, you can interact with your account like never before. You can make payments using the app. SmartHub

Other Payment Options SmartHub is Co-Mo’s innovative tool for account management. Whether through the web, or your smartphone, you’ll be able to Mail pay your bill, update your account information, even report an You can always mail your payment using the address on your paystub. issue or ask a question! Make sure to include your bill stub when mailing payment. To get started with SmartHub, you will need your Account Number In Person and Last Name/Business Name. Once you have those details, Visit our Co-Mo office in Tipton or Lake offices during business hours you can download the app on your mobile device through the App (Monday—Friday 7:30am—4:30pm) or drop your payment in the Store or Google Play, or can visit co-mo.net and select “Pay Bill”. security drop boxes 24/7 located in the parking lot of each office. Then simply click on the link next to “New User?” and enter the information.

As soon as you log in, you’ll have your account at your fingertips! You can view your bill and past bills, make payments, set up At Co-Mo Connect, we are committed to the protection of your notifications on your account, etc! Making payments through account information. To ensure the protection of that SmartHub is fast and easy. The first time you make a payment information, please expect that our agents will verify your either through the Web, or through your mobile device, you’ll identification as we work to provide you with excellent be able to securely store your payment information for future customer service. We understand that this can be transactions. The next time you need to pay your bill, it will only inconvenient at times, but it is critical to the protection take a couple of clicks. of our subscribers. 6 7 How Does Fiber Work?

Fiber Optics is the answer to high-speed internet in rural America Ways to Prevent Fiber Damage and the world! Fiber Optic internet replaces traditional wires with • Be Informed – Know where your fiber line is. Always a fiber optic cable that emits billions of bits of data per second call Missouri One-Call before digging! through glass using the pulse of a laser. The pulses of light can • Keep the trees around your lines trimmed. transport electronic data at extremely fast rates. • Controlled burns should occur away from all underground utility pedestals and/or transformers. Because of its high speed, fiber optics is the best option for digital • Make sure that your fiber is in a location that cannot TV and phone services, in addition to internet. be easily damaged by animals. • If you have an upcoming renovation of landscaping So how does it work? project planned, and you have concerns about the Data is sent and received in our modern society in what is known placement of your fiber, please contact our offices at as binary numbers, essentially 1s and 0s. Think of it as a light 844-99-FIBER during normal business hours. switch with two settings, either On (1) or Off (0). If you turn the light on and off at the switch with a specific pattern it can be used to form somewhat complex messages.

Fiber Damage Prevention An optical fiber is a thin strand of glass which carries digital information over long distances using light. While our mainline fiber is less susceptible to damage, the smaller drop fiber and microfiber can be damaged more easily if the proper caution is not used, causing an interruption in your services.

Common Causes for Fiber Issues • Digging • Weedeaters and Mowers • Rodents • Insects • Tree Limbs • Burning leaves near underground pedestals • Shooting towards fiber and electric lines

Call Before You Dig Always call Missouri One-Call before digging. It’s easy and free! Call 800-344-7483 or visit mo1call.com!

8 9 Did You Know? An easy solution for most problems is to reset your Set Top Box. All Set Top Boxes can be reset by simply unplugging the power cord on the back of the box, make sure the light on the front goes off and plug the cord back in.

Television Trouble Solutions Can’t See All Your Channels? For any additional questions, please contact our 24/7 Technical Support at 888-256-9575. It sounds like you have filtered your guide. Press the Right Arrow No Picture? button on your remote. Make sure that you have not selected a Live TV Filter and you don’t have a Favorites list selected. If • Make sure your set top box is turned on and is getting power. you have done this, you make also need to check the Parental • Make sure the cables are secure in the back of the set top box Controls to make sure that you have not remove the channel from and the television. your guide. • Press VIDEO INPUT button to cycle through each input option

until the picture returns. Typically, most subscribers with a HD television will find video on HDMI1. You may need to use If that still doesn’t work, try pressing the Guide button on your TV’s remote (not the one provided by Co-Mo) and cycle the remote. This will cycle through the different Guide types. through the Input/Source button options. Cycle through until the word “All” is seen at the top of the Guide. Remote Not Controlling Your Set Top Box? Remote Not Controlling Your TV? If you are pressing buttons on your remote, but it will not allow you If your volume and power buttons are not controlling your TV, to control your set top box, your remote could be on the incorrect you may need to program your remote. You can find instruction mode. Before you press your next command button, press the for programming your remote to your TV on the back side of the STB button located towards the top of your Co-Mo Connect remote, on page 14 of this handbook or online by visiting remote. www.urcsupport.com and selecting your remote style 2025G Eclypse. 10 11 Using Your Remote 1 Power Switches the power on/off for TV and Set Top Box.

2 Input Changes the current A/V input of the selected device. 1 3 3 Setup Setup remote (see page 12-13) 2 4 Power Turn selected device on or off. 5 4 Device 5 Send commands to DVD, Audio, TV or Set top box. Control 6 6 On Demand Opens the OnDemand menu. 8 7 Guide Displays the on-screen program guide. 7 8 Menu Displays on-screen menu. Navigates up, down, left and right within the on-screen guide or 9 Arrow Keys 9 10 menus. 10 OK / Select Enter a choice you have made. 11 12 11 Back Goes back to the previous screen.

13 12 Exit Exits the current menu item. 14 Displays on-screen information about the current TV / DVR 13 Info 15 16 program. 14 Last Changes channel to the most recently viewed channel. 17 15 Volume Increases or decreases volume of the currently selected device. 18 19 Channel / Changes channel up/down or goes page up/down on-screen 16 Page program guide. 20 17 Mute Turns the volume of the currently selected de-vice on/off. 21 18 DVR Opens DVR recordings screen. 19 Record Starts recording current program. Controls video for LIVE TV/ DVR 22 REPLAY: Plays back a few seconds REW: Rewinds video Playback FF: Fast forwards video 20 Control SKIP: Skips ahead in 30 second increments PAUSE: Pauses video PLAY: Plays video or resumes from pause STOP: Stops playback of video 23 21 Stop This will stop a recording or close the emergency test sequence.

22 Number Keys Allows direct access to specific channels and menu items.

23 Live TV Returns programming to Live TV. 12 13 Programming

A & B Buttons Your New Setup Button

Remote STB Button

The remote should be preprogrammed to control your set top box. However, if you are unable to control your set top box after inserting the batteries in your new remote, follow the instructions below.

If your set top box has the name Arris or Pace on it:

Press and hold the Setup Button and the Yellow A button at the same time until the STB button blinks twice. Your remote is now ready to control your set top box.

If your set top box has the name Entone on it:

After inserting batteries in your remote, press and hold the Setup Button and the Blue B button at the same time until the STB button blinks twice. Your remote is now ready to control your set top box. Watch TV Everywhere For information on programming your remote to additional devices visit You can take your shows with you! Take advantage of Watch TV urcsupport.com. Everywhere with your Co-Mo Connect TV subscription. View a list of channels and see the whole lineup at www.watchtveverywhere.com. You can also access the Watch TV Everywhere lineup at www.wtve.net.

Note: To receive a channel via WatchTVEverywhere, you must be subscribed to that channel with your regular television package. 14 15 Channel lineups are subject to change. Residential Channel Lineup For an up-to-date residential channel Local Plus Complete Lite Advanced Lite lineup visit co-mo.net. Your favorite broadcast networks Includes Local Plus Includes Local Plus & Complete Lite and more! 100 A&E 274 AHC 367 Pop Adult 438 Starz Encore Classic *Available in all counties except Benton & Camden 101 AMC 210 AXS TV 374 Pop Classics 440 Starz Encore Family ** Available in only Benton and Camden 267 Animal Planet 162 Boomerang 391 Romance Latino 439 Starz Encore Suspense *** Available in all counties except Benton 102 Bravo 112 BBC America 390 Retro Latino 441 Starz Encore Westerns 78 3ABN 151 Cartoon Network 118 Cooking Channel 375 Rock 425 Starz in Black 93 Co-Mo Community Channel 250 CNBC 266 Crime and Investigation 352 Rock Alternative 426 Starz Kids and Family 34 CSPAN 1 251 CNN 270 Destination America 373 Rock en Español 430 The Movie Channel 35 CSPAN 2 268 Discovery Channel 119 Discovery Life 379 Smooth Jazz 432 The Movie Channel XTRA 36 CSPAN 3 156 Discovery Family 163 Disney Junior 385 Soul Storm 412 Thriller Max 73 Daystar 152 Disney Channel 153 Disney XD 364 Swinging Standards 40 EVINE LIVE 105 E! 106 DIY Network 353 The Blues 70 EWTN 300 ESPN 309 ESPN Classic 397 The Chill Lounge Extras 77 GOD TV 301 ESPN2 307 ESPNEWS 368 The Light 12 HSN 117 Food Network 308 ESPNU 398 The Spa Lounge 16 KMIZ MyZou TV* 253 Fox Business Network 306 FS2 372 Today’s Latin Pop Variety Pack 17 KMIZ ABC* 252 Fox News Channel 280 Fusion 369 Urban Beat 257 BBC World News 18 KMIZ MeTV* 305 FS1 206 FX Movie Channel 396 Y2K 127 Hallmark Drama 19 KMIZ Bounce* 302 Fox Sports Midwest 261 FYI 211 HD NET Movies 4 KMOS MHz Worldview* 303 Fox Sports Midwest Plus 123 Game Show Network Advanced 214 IndiePlex 5 KMOS PBS Kids* 304 Fox Sports Midwest Plus 2 310 Golf Channel Includes Local Plus, Complete Lite & 213 MGM 6 KMOS PBS* 150 Freeform 182 Great American Country Advanced Lite 190 MTV Live* 7 KMOS PBS Create* 109 FX 204 Hallmark Movies & Mysteries 187 BET Jams 215 RetroPlex 25 KNLJ CTN* 108 FXX 260 Military History Channel 189 BET Soul 216 Sony Movie Channel 10 KOLR CBS** 124 GRIT 271 National Geographic Wild 181 CMT Music 126 UP 46 KOLR Laff** 104 Hallmark Channel 258 Newsmax 120 Logo *Variety Pack Lite excludes MTV Live 47 KOLR GRIT** 254 HLN 311 NFL Network 188 MTV Classic 8 KOMU NBC* 107 HGTV 272 Science Channel 185 MTV2 Outdoor Sports 9 KOMU Mid-Missouri CW* 262 History 276 158 Nick Jr. 341 MAV TV 21 KOZK PBS** 207 IFC 205 Turner Classic Movies 157 Nick Jr. Too 330 Outdoor Channel 23 KOZK PBS Create** 125 INSP 263 Viceland 186 Nick Music 333 24 KOZK PBS Kids** 264 Investigation Discovery 159 Nicktoons 331 27 KOZL MyNetworkTV** 200 Lifetime Music 161 TeenNick 339 TVG2 28 KOZL Escape** 201 LMN 350 Adult Alternative 332 World Fishing Network 29 KOZL Bounce** 340 MOTORTREND 377 Alt Rock Classics 22 KQFX FOX* 255 MSNBC 355 Alt-Country Americana Ultra Includes Local Plus, Complete Lite, 20 KQFX Laff* 269 National Geographic 392 Broadway Advanced Lite & Advanced 48 KQFX GRIT* 312 NBC Sports Network 358 Bluegrass 49 KQFX Escape* 203 OWN 393 Chamber Music 413 5 Star Max Sports Extra 5 KRBK FOX** 202 Oxygen 351 Classic Rock 411 Action Max 316 Big Ten Network 14 KRBK MeTV** 275 RFD TV 386 Classic RnB & Soul 406 Cinemax 317 Big Ten Network Alternate 44 KRBK Movies!** 313 SEC Network 394 Classical Masters 466 Flix 322 ESPN Bases Loaded/Goal Line 11 KRCG Comet* 314 SEC Network Alternate 354 Country Classics 400 HBO 323 Fox College Sports Atlantic 13 KRCG CBS *** 208 Sundance 381 Dance Clubbin’ 402 HBO Comedy 324 Fox College Sports Central 26 KRCG TBD* 111 Syfy 361 Easy Listening 403 HBO Family 325 Fox College Sports Pacific 42 KRCG Charge!* 113 TBS 395 Eclectic Electronic 404 HBO Signature 341 MAV TV 33 KSPR ABC** 328 Tennis Channel 363 Everything ‘80s 405 HBO Zone 330 Outdoor Channel 43 KYCW Antenna TV** 256 The Weather Channel 362 Flashback ‘70s 401 HBO2 319 PAC 12 41 KYCW COZI TV** 265 TLC 359 Folk Roots 410 More Max 333 Pursuit Channel 2 KYCW KY3 24/7 Weather Nation** 115 TNT 370 Gospel 414 Movie Max 331 Sportsman Channel 4 KYCW Ozarks CW** 273 Travel Channel 383 Groove Disco & Funk 415 Outer Max 339 TVG2 3 KYTV NBC** 121 TruTV 376 Heavy Metal 450 Showtime 332 World Fishing Network 90 Lake TV 116 USA 380 Hip Hop 462 Showtime 2 37 NASA 199 WEtv 365 Hit List 452 Showtime Beyond 76 371 Holiday Hits 454 Showtime Extreme 15 QVC 356 Hot Country 456 Showtime Family Zone Team Sports 74 SMILE Complete 387 Jammin’ 458 Showtime Next 316 Big Ten Network 71 TBN Includes Local Plus & Complete Lite 360 Jazz Masters 460 Showtime Showcase 317 Big Ten Network Alternate 72 TCT 122 122 BET 378 Jazz Now 464 Showtime Women 322 ESPN Bases Loaded/Goal Line 75 The 180 180 CMT 366 Jukebox Oldies 420 Starz 323 Fox College Sports Atlantic 481 Event TV HD 103 103 Comedy Central 399 Kids’ Stuff 422 Starz Cinema 324 Fox College Sports Central 981 Event TV 183 183 MTV 388 Latino Tropical 423 Starz Comedy 325 Fox College Sports Pacific 154 154 Nickelodeon 389 Latino Urbana 424 Starz Edge 329 NFL RedZone (seasonal) 110 110 Paramount Network 384 Maximum Party 435 Starz Encore 319 PAC 12 155 155 TV Land 357 No Fences 436 Starz Encore Action *Requires Advanced Lite, Advanced or Ultra 16 184 184 VH1 382 Nothin’ but ‘90s 437 Starz Encore Black package for eligibility 13 Common Wi-Fi Questions

Why do I see my network and one that says 5G? What can cause interference in my Wi-Fi?

The Co-Mo Connect Managed Wireless Service offers what is referred to as There are many things that can interfere with your wireless network. One of a dual band broadcast. The 5G option is a significantly faster connection, the best things you can do to cut down on interference is to place your router however the other connection that doesn’t show 5G has the ability to travel in a central location that is not surrounded by brick, concrete or metal. farther in your house. Why is there a difference in speed between my devices that are How far should my wireless reach? connected to Wi-Fi vs. my hardwired devices?

The reach of your wireless network is going to be dependent upon the router While Wi-Fi is obviously more convenient than a hardwired connection, there specifications as well as the layout of your home. Physical obstructions in are still many benefits to a wired connection such as faster speeds, lower homes such as brick walls and metal frames or siding reduce the range of a latency and no wireless interference issues. If you have specific questions Wi-Fi network by 25% or more. about your connection, please contact our technical support department at 888-256-9575.

18 19 Co-Mo Connect Phone I’m buying a new cordless phone, what frequency do you recommend? Co-Mo Connect is excited to let you know about some great FREE phone We suggest when looking for new phones to look for a 5.8 or 6.0 features! DECT(Digital Enhanced Cordless Telecommunications). • Caller ID Name Will my phone work when the power goes out? • Unpublished Listings • Remote Access to Call Forwarding Corded analog phones that do not require a separate power source will work • Sim Ring in the case of a power outage for up to 8 hours with a battery backup unit. • Call Return This unit is typically installed at the same time as the phone. • Caller ID Name/Number Blocking • Call Blocking Cordless phones will typically not work in the case of power outage because • Anonymous Call Reject the base must be plugged into a working electrical outlet. NoMoRobo

NoMoRobo is a complimentary feature that Co-Mo Connect is pleased to offer our phone service subscribers. NoMoRobo screens incoming calls to your landline phone. If a call is legitimate, it goes through to your number. If the call is an illegal robo-caller, NoMoRobo intercepts the call and hangs up for you. Your phone will ring once letting you know that the robocall has been answered and stopped. NoMoRobo differentiates between hecklesome calls & helpful automated school-closing & prescription-refill reminder calls. Those calls will ring through normally.

To sign up for NoMoRobo, visit their website at: https://www.nomorobo.com/ and click “Get Started Now” on the home page. Common Phone Questions

Can I keep my current number?

In most cases yes! We have successfully ported numbers from several areas, carriers, and prefixes. If you have a concern about a specific number, please contact our offices via phone at (844)99-FIBER or by email at Info@ co-mo.net.

When will I know what my new number is?

Your new phone number will be provided upon installation of your Co-Mo Connect Telephone. 20 21 Basic Troubleshooting Steps NOTES If you are experiencing issues with your internet and/or phone services, please try the following steps:

If all services are down and you do not have phone service: 1. Locate the main piece of equipment (or ONT). The ONT is a box with multiple lights on it. The top 3 lights are power, service and broadband. 2. Completely unplug the ONT from the outlet. Do not turn off a power strip, directly unplug the ONT from the outlet. The lights will go out on the ONT. 3. Wait 10 seconds and then plug the ONT back into the outlet. The lights on the ONT will flash. 4. Once the Broadband light stops flashing, wait 3 minutes and then recheck your service(s).

If all services are down and you do have phone service: 1. Locate the main piece of equipment (or ONT). The ONT is a box with multiple lights on it. The top 3 lights are for power, service and broadband. 2. Connected to the ONT box is another box with only two cables plugged into it. The word “Cyberpower” is on this box. 3. Unplug the Cyberpower box from the wall outlet. Wait 10 seconds and plug the cables back in again. 4. Disconnect the cable between the Cyberpower box and the ONT. The lights on ONT will go out. Once the lights are out, plug the cable back in. The lights will flash. 5. Once the Broadband light stops flashing, wait 3 minutes and then recheck your service(s).

If you are having issues with your TV service following today’s visit, please try the following steps to reboot the Set Top Box having the issue: 1. Locate the receiver box marked “Pace” or “Arris” on the front. 2. Locate the small, black, round power cord that is plugged into the back of the receiver box. 3. Unplug the power cord. 4. Leave the cord unplugged for about 10 seconds, and then plug it back in. Powered by Co-Mo Electric Cooperative

Headquarters Office Mailing Address: PO Box 220, Tipton, MO, 65081

Physical Address: 29868 Highway 5, Tipton, MO, 65081

Phone: 844-99-FIBER

Lake District Office Mailing & Physical Address: 17698 N. Highway 5, Sunrise Beach, MO 65079 Technical Support Phone: 888-256-9575

Email: [email protected]