Support

Frequently Asked Questions

Billing and Payment

How can I make my payment? Is there an online option?

We have several different options to pay your bill. We’ve laid them all out here.

  • Mail option – Payments can be mailed to ACT with a self-addressed envelope enclosed with the statement and payment. Envelopes should be addressed to “Advanced Communications Technology, PO Box 7039, Sheridan, WY 82801”
  • Stop by our office – Payments can be dropped off or processed at our office located at 290 N Brooks St in Sheridan, WY. We can process cash, check, or credit/debit card payments.
  • Call in – Credit/debit card transactions can be processed over the phone.
  • E-Bill – we offer E-Bill which allows the customer to view and pay your bill online by credit or debit card. You can sign up for free at actaccess.net/support/payment-options/ , click on Access E-Bill, and Sign Up.
  • Automatic Payment Options- Automatic Payment provides a direct payment plan from a checking/savings account, debit card, or credit card. Payment occurs automatically the 10th of every month.

Please contact our office to sign up for one of the payment options or for more information.

If I start services in the middle of the month, when can I expect my first statement?

Since ACT bills a month in advanced, your first statement will be the next month following installation. The first statement will show a higher than average balance, due to the services from the previous month when you were installed and the current month. The following statement will be the normal monthly recurring cost.

General

My family members post on Facebook all the time; how can I unfriend them without offending them?

Good news! You don’t have unfriend them. In your privacy settings, you can add them to a “restricted list” so that they can’t see what you did last night. You can also click “unsubscribe” on their page so you don’t have to see your families’ embarrassing pictures of you.

For more privacy related questions check Facebook’s website. 

Who is ACT?

Advanced Communications Technology (ACT) is a wholly owned subsidiary of Range Telephone Cooperative, a telecommunications company that has served eastern Sheridan County for 50 years. ACT owns the majority of Wyoming’s northern fiber optic network connecting Sheridan, Buffalo, Gillette, Newcastle, and many others to the Internet and the Worldwide Telephone Network.

Does ACT own its network, or simply resell the competitor’s service?

ACT is the only competitive telecommunications company in Sheridan that owns its own telecommunications network. If you are located in our overbuild area in downtown Sheridan and you choose ACT as your telecommunications company, you are using a completely independent network for your telecommunications needs. There are no hidden companies providing you service. If you are located outside of our overbuilt area and you do not subscribe to both ACT local phone and DSL services, ACT can only resell you competitor service – but even so, ACT’s resale prices are less, and we offer the benefit of local customer service.

What makes ACT better than the competition?

We are a locally owned and operated telecommunications provider with the ability to service our customers with local support personnel. If a problem arises, we have the ability to remedy it immediately. ACT has a stringent customer support system ensuring the customer will not be forgotten. We own the network, so we are responsible for any issues that may arise with our customers.

Will the wiring in my house or business need to be updated?

You may use your existing lines and phone jacks. If you wish to subscribe to high speed Internet (DSL), it is possible that your existing wiring might not support this technology.

Does ACT have the experience to provide quality service and support?

Yes, we employ only qualified and experienced personnel who actually live in Sheridan. With that local availability, you will never have to wait for someone to travel to Sheridan to solve your problem. Our policy is that if a customer calls with trouble after hours, they will receive a return phone call within one hour.

Internet

How do I access my @actaccess email account?

You can access your ACT email account from our website. Visit webmail.actaccess.net/src/login.php and it will prompt you to enter your username and password.

My family members post on Facebook all the time; how can I unfriend them without offending them?

Good news! You don’t have unfriend them. In your privacy settings, you can add them to a “restricted list” so that they can’t see what you did last night. You can also click “unsubscribe” on their page so you don’t have to see your families’ embarrassing pictures of you.

For more privacy related questions check Facebook’s website. 

I can’t connect to the Internet, what can I check?

Ensure your phone or Ethernet cable is securely plugged in. Next, make sure there is power going to your modem. If you have an ADSL modem, is the ADSL light on the modem solid green? To check if you have an IP address, do the following:

For Windows98 or earlier, go to the Start menu, Run, type “command”. At the prompt, type “winipcfg”. A window pops up. Use the drop-down box to select your NIC card and hit the “Release” button, then hit the “Renew” button. If you do not get an IP address, call the Helpdesk at 1.866.615.5438.

For WindowsNT or later, go to the Start menu, Run, type “cmd”. At the prompt, type “ipconfig /release” and then type “ipconfig /renew”. If you do not get an IP address, call the Helpdesk at 1.866.615.5438.

How can I test my DSL speed?

If you are on ACT’s network, you can  check speedtest.actaccess.net. DSL speed can be tested at www.bandwidthplace.com or www.2wire.com.

My DSL seems to be slow, what could be the cause?

There are several factors that contribute to DSL speeds. The Internet is dynamic by nature and bandwidth cannot be guaranteed. However, if it is excessively slow, try the above speed test websites and contact the Helpdesk at 1.866.615.5438

How do I change my e-mail password?

You can change your account password by logging into http://myaccount.actaccess.net or call our 24/7 Helpdesk at 1.866.615.5438 and they can assist you as well.

I didn’t receive an e-mail that was sent to me, where would it go?

Check the E-Mail Filter folder by logging in to your e-mail account using Webmail at webmail.actaccess.net. The e-mail may have been tagged as SPAM. By default, ACT’s Anti-SPAM feature is turned on for all users.

With ACT’s virus protection, am I protected against all computer viruses?

Over 95% of viruses are transmitted through e-mail and ACT’s virus protection scans all e-mails. There is no 100% solution to protect against all viruses. ACT recommends also having an “up-to-date” desktop virus and anti-spyware application, such as ACT’s Client Tools with Anti-Virus Command.

How do I log in to my Webmail account?

Connect to http://webmail.actaccess.net, enter your username and password.

Can I create my own webpage with ACT?

Yes. With ACT’s Internet Services package you can create your own webpage. With these services, you can use any HTML editor of your choice or ACT’s Building Blocks solution to create your own web presence. You then access your website at the following URL, http://www.actaccess.net/~username. (Substitute your username for the italics.)

Phone

How do I access my ACT voicemail?

Using the line with ACT voicemail service, Dial 675-6245 (MAIL) or *99.

The first time you access your voicemail box you will be asked to set up your mailbox, change your PIN, record your name and an optional greeting that will play for your callers.

After your mailbox has been set up, the next time you call the access number you will be prompted to key in your PIN unless you specify that you want the system to skip your PIN When you call in from this line.

You can also call from another line (e.g. cell or work phone), Dial 675-6245 (MAIL) and follow the prompts. You will be asked to enter your 10-digit phone number and then your PIN followed by the # key. Once you are logged in, All the menus are the same.

How do I put my number on the National Do Not Call Registry?

To register or to get information, visit donotcall.gov or call 1-888-382-1222

Do I have to change my telephone number?

Absolutely not, you may keep your current telephone number, unless you would like to change it.

Can I keep my long distance carrier?

Yes, you may keep your current long distance provider, but you may want to see what ACT can offer in savings to your monthly long distance bill. Often, low per-minute offers by long distance companies do not reflect your total cost per minute after taxes and fees are added to your monthly long distance bill. ACT’s per-minute rates may be higher; however, ACT assesses only the fees and taxes required by law, resulting in savings over many other long distance providers.

Troubleshooting

Why does turning it off and on-again work?

Software programs perform certain tasks and functions. The programs were tested repeatedly but certain sequences of events that the developers never expected (and thus not tested) can allow the software to get into a state where something is now broken.

Switching the device off and on, will reload and reset the software and generally put all settings back to its original, stable, state (the state that most testing was done in) and therefor will work again.

We don’t understand it either but it’s worth a try and could potentially save you time and money.

I can’t connect to the Internet, what can I check?

Ensure your phone or Ethernet cable is securely plugged in. Next, make sure there is power going to your modem. If you have an ADSL modem, is the ADSL light on the modem solid green? To check if you have an IP address, do the following:

For Windows98 or earlier, go to the Start menu, Run, type “command”. At the prompt, type “winipcfg”. A window pops up. Use the drop-down box to select your NIC card and hit the “Release” button, then hit the “Renew” button. If you do not get an IP address, call the Helpdesk at 1.866.615.5438.

For WindowsNT or later, go to the Start menu, Run, type “cmd”. At the prompt, type “ipconfig /release” and then type “ipconfig /renew”. If you do not get an IP address, call the Helpdesk at 1.866.615.5438.

How can I test my DSL speed?

If you are on ACT’s network, you can  check speedtest.actaccess.net. DSL speed can be tested at www.bandwidthplace.com or www.2wire.com.

The speed I am subscribed to is different then what I am seeing when I run a speed test, why?

Bandwidth cannot be guaranteed and due to the dynamic nature of the Internet, TCP/IP overhead and ATM cell tax must be taken into consideration. When a particular speed is ordered, it is programmed for that maximum speed. ACT will work with you to ensure that you are receiving as close to your subscribed speed as possible.

TechSupport

ACT Internet Helpdesk 1-866-615-5438

WildBlue Internet Helpdesk 1-888-886-6870

SecureIT 1-877-373-3320

Total Tech 1-888-723-4932


Service Inquiries

Sheridan 307-673-0910

Buffalo 307-425-0910

Toll Free1-888-304-8889