Your Services

Billing Credits

Triple Savings Electric Bill credits will show on your electric bill within one to two billing cycles following the date of installation of your services.

Roanoke Connect employee retrieving supplies from service vanDevice Support

Many of our Member-Owners may require assistance with devices they attach to the Roanoke Connect network. As your Cooperative, our focus is on utilizing Roanoke Connect and Smart Grid technologies to help you – and us – manage the cost of electricity. As such, we are not prepared to support troubleshooting devices that may be connected to the Roanoke Connect internet service.

We are working with a nationally known vendor to implement a premium support plan that would allow for technical support for devices. These devices might include computers, SMART TV’s, game consoles, phones and tablets, home automation and other devices.

This plan, which is still under development would either have a per-incident charge for support services, or would allow for our subscribers to pay a small monthly fee in order to access these support services.

Please check back often as we work to implement these new services. We currently expect the new services, which will be available on a 24 x 7 basis, to be implemented by the end of May 2019.

Internet Down

Internet availability, as described in the Terms of Service, is a “best efforts” service. However, we take your connectivity seriously, and want to do all that we can to ensure your Internet experience is a good one.

Here are the common questions we will ask you should you call for service:

  1. Is your power out?
  2. Do your neighbors have power?
  3. Are your devices (Router, Subscriber module) and your devices plugged in?
  4. Are your personal devices (PC, tablet, phone, etc.) plugged in or do they have sufficient battery?
  5. Are you delinquent on your Roanoke Connect bill?

The first troubleshooting step would be shutdown and restart your device. If the device has an electrical connection, shut the device down and then unplug it for a minute. Plug it back in and restart the device.

If the device is battery powered, shut the device down and let it sit for a minute or two; then restart.

If this does not resolve the issue, then locate the CAMBIUM router (it should have a Roanoke Electric Cooperative sticker on it). Unplug the router from the power. Let the router sit for about two minutes. Plug the router back in, restart your devices and determine if this clears that issue.

If not, please call Member Services and select option 4.