Support

Customer Service

Phone: 1-800-320-6144
Email: HELP@LUMOS.NET
Mon-Fri 8:00 am – 6:00 pm
Closed Saturday and Sunday

Broadband and Fiber Optic TV Sales

Phone: 1-800-262-2200
Email: BROADBAND@LUMOS.NET
Mon-Fri 8:00 am – 6:00 pm
Closed Saturday and Sunday

Internet and Broadband Technical Support

Phone: 1-888-553-6454
Email: HELP@LUMOS.NET

Fiber Optic TV Help and Technical Support

Phone: 1-888-553-6454
Email: VIDEOHELP@LUMOS.NET

Product Help

Bill Pay

Pay Online
An easy and fast way to make a one -time payment, or to set up a reoccurring monthly payment. You can also GO GREEN with choosing the option to go paperless.

Pay By Phone
If you would like to pay by phone please call 1-800-320-6144. Please follow the prompts to make a payment or speak to a customer service representative.

Pay In Person
Visit one of our locations to pay in person.

Lumos Networks Security Reminders

  • Do not respond to e-mails or pop-ups requesting personal information – such as your Social Security number, banking information, or email logins and passwords.
  • Lumos Networks will never ask for personal information via email or when you log on.
  • To securely end your online sessions, log off after every session.
  • Use antivirus software and keep it updated.
  • COMPUTER SECURITY FAQS

FAQ’s

Security FAQ

What is computer security?

Computer security is the process of protecting your computer from unauthorized access either by another computer user, or by a program like a computer virus. Any connection to the Internet is a potential computer security risk if you are unprepared for possible intruders.

What steps can I take to help secure my computer?

The Internet has a wealth of information on computer security. Securing a computer is like securing a building—you can spend a lot of time and money for alarms, fences, and guard services, or you can only put a deadbolt lock on the door and spend a lot less money. The steps you take and the money you spend are dependent upon the nature of what you’re protecting. If it’s a company’s Local Area Network (LAN) where critical information is stored, you are likely to need more protection than you’ll need for a home PC. There are many companies who will provide advice, software, and/or equipment related to computer security for a fee.

There are a few basic steps you can take to help improve your PC security.

  1. Disable any resource sharing that you don’t use (file sharing, printer sharing, etc).
  2. Make regular backups of critical data.
  3. Keep your operating system updated.
  4. Make a boot disk in case your computer is damaged or compromised.
  5. Turn off your computer or disconnect from the network when not in use.
  6. Don’t open unknown email attachments.
  7. Don’t run programs of unknown origin.

There are additional steps that are a good idea. What you spend depends upon your security needs*:

  1. Use virus protection software, and keep it updated.
  2. Use a firewall, either a software or appliance based solution. Firewalls allow you to send data out, but prevent unauthorized users from sending data into your computer. Most routers sold today have a firewall built into them.
  3. If you run a proxy server, make SURE it is restricted to users on your network.
  4. If you have critical data to protect, consider consulting with a computer security professional.
  5. If you are using a wireless router, the wireless side of it needs to be secured. Utilizing basic methods, like disabling the SSID broadcast, and enabling features like a WEP Key assist in keeping a rogue computer from using your wireless network to access your broadband service.

*It is also important to note that if a customer does not secure their wireless router, they run the risk of their connection being used abusively by a close-by computer that has “leached” onto their connection. Lumos Networks can trace the abuse to a connection or IP address, but not to a specific computer. Security is the responsibility of the customer.

Additional security tips:

What can I do about Pop-Up Ads?

Lumos Networks recommends that Windows users upgrade to the Windows XP operating system using “Service Pack 2” (found at: http://www.microsoft.com/athome/security/protect/). This service pack makes important changes to Windows, the Outlook email program, and Internet Explorer to protect you from Pop-Up Ads and security threats.

There are several free tools which can also help eliminate Pop-Up Ads. Lumos Networks also recommends the Google “Toolbar” (found at: http://www.google.com/downloads/). This program also blocks unwanted Pop-Up ads, and adds functionality to your Internet Explorer.

What is spyware?

The term “spyware” refers to small behavior monitoring programs downloaded onto your computer usually without your knowledge or consent. Thousands of these programs exist, and can be harmful because they monitor what sites you visit, what you do on your computer, and then they report that information without your consent. Harmful spyware programs can also collect data (including credit cards numbers and passwords) that you enter on sites while shopping online, performing online bill payments, or banking. Some very harmful spyware programs can even turn your computer into a “zombie”, and make it generate junk email without your knowledge to thousands or millions of other people. Spyware also slows down your computer, and is difficult to remove without a special tool.

What can I do to protect myself from Spy-Ware on my computer, or remove spy ware if it already exists?

Lumos Networks recommends the free anti-spyware program SPYBOT. The “Spybot Search & Destroy 1.3” program both protects and removes spyware from your computer.

  • To install, simply visit http://www.safer-networking.org/en/index.html.
  • Download the program and make a donation if you wish.
  • Install the program on your computer, and run it.
  • Users will want to first “search for updates”, then “search for problems”, and then finally “immunize” against future problems.

How do I disconnect/signoff from Lumos Networks?

In some cases, you will be prompted to disconnect or stay connected. If you don’t then you can right click the two computers in the lower right hand corner of your monitor and left click on disconnect.

How do I change the homepage that appears when I open Internet Explorer?

You can change your home page by opening Internet Explorer and clicking on Tools, then Internet Options. You can change the home page here. Click OK when finished.

Why can I no longer start my browser first and have it prompt me to connect? Why do I have to connect first and THEN start my browser?

You can change your settings to always dial by opening Internet Options, clicking on Tools, then Internet Options. Then click on the Connection tab. Under the DIal Up settings box, choose “always dial my default connection”. Click OK.

How do I clear the history of files on my browser?

Open Internet Explorer. Click on Tools, then Internet Options. Under the History section, click on “Clear History”. Click OK.

DSL FAQ's

How do I know if I qualify for High Speed Internet service?

Contact Lumos Networks Broadband Sales and Services and provide your name, physical address, and telephone number.

How do I setup my Internet email account on High Speed Internet?

When you contact Lumos Networks Broadband Sales and Services for High Speed Internet service, the representative can set up email accounts, usernames and passwords for you. You may also contact general Customer Service to make any changes to or add new email accounts.

How can I upgrade the speed of my High Speed Internet service?

Contact Lumos Networks Broadband Sales and Services

Do you supply the High Speed Internet modem?

Lumos Networks supplies a High Speed Internet modem at no additional charge during your period of service. In the event a modem experiences any issues, a replacement modem will be shipped to you free of charge. If you terminate your Lumos Networks High Speed Internet service, you must return the modem, or charges will be billed to your account.

Can I provide my own High Speed Internet modem?

No. Lumos Networks only supports the modems that are supplied as a part of the Lumos Networks High Speed Internet service.

How do I install my High Speed Internet modem?

When the modem is delivered to you, a complete set of instructions is included.
Click here to view/print a copy of these instructions.

Can I set up a network for my High Speed Internet connection?

Yes, you can set up a network connection for your High Speed Internet. Lumos Networks Home Solutions offers an Lumos Networks supported wireless/wired router and wireless devices for your PC or laptop when needed. Click Home Solutions for more details.

What can I do if my High Speed Internet service appears to be down?

Contact Lumos Networks Internet and Broadband Technical Support

How can I address a security issue with my High Speed Internet service?

Lumos Networks High Speed Internet service does not include a firewall or other security protection. Security is the responsibility of the customer. Companies who provide Local Area Network (LAN) Services often have a variety of security solutions available for a fee.

Can I access my High Speed Internet email account(s) via dial-up?

Your email account is accessible from any Internet enabled computer via this website on our Lumos Networks.net Email page. If you do not have access to another Internet enabled computer while away from your High Speed Internet enabled computer, you may want to purchase an additional dial-up account from Lumos Networks at an additional charge. Contact Lumos Networks general Customer Service for details.

Computer Security & the Internet

The great thing about High Speed Internet is that it’s a big pipe to the Internet … the computer security challenge with High Speed Internet is the fact that it’s a big pipe to the Internet! Regardless of how you connect to the Internet, there are potential security challenges that should be addressed. Click on details for more information …

Where cahttps://rsb.lumosnetworks.com/support/security-faqsn I view the Lumos Networks Internet Services Terms & Conditions?

Click to view: Lumos Networks Internet Services Terms & Conditions

Broadband Internet FAQ's

HOW DO I KNOW IF I QUALIFY FOR GIGABIT FAST FIBER INTERNET SERVICE?

Contact Lumos Networks BROADBAND SALES AND SERVICES and provide your name, physical address, and telephone number.

HOW DO I SETUP MY INTERNET EMAIL ACCOUNT ON GIGABIT FAST FIBER INTERNET?

When you contact Lumos Networks BROADBAND SALES AND SERVICES for DSL service, the representative can set up email accounts, usernames and passwords for you. You may also contact general CUSTOMER SERVICE to make any changes to or add new email accounts.

HOW CAN I UPGRADE THE SPEED OF MY GIGABIT FAST FIBER INTERNET SERVICE?

Contact Lumos Networks BROADBAND SALES AND SERVICES

DO YOU SUPPLY THE GIGABIT FAST FIBER INTERNET MODEM?

A modem is not required for Gigabit Fast Fiber Internet service. See next FAQ for more information.

HOW DO I CONNECT GIGABIT FAST FIBER INTERNET?

When Gigabit Fast Fiber Internet is installed, our technicians can install a primary Ethernet (Cat 5) wire routed from the Optical Network Termination (ONT) box, the device installed on the outside of your premises/residence attached to the fiber service line. The Ethernet wire connects directly into your computer or your router.

WHAT CAN I DO IF MY GIGABIT FAST FIBER INTERNET SERVICE APPEARS TO BE DOWN?

Check the Ethernet wire to your computer or router to be sure it has not been damaged and is firmly connected. If you use a router or switch, try to connect the primary Ethernet wire directly to your computer, bypassing the router. If you continue to experience problems, Contact Lumos Networks INTERNET AND BROADBAND TECHNICAL SUPPORT

HOW CAN I ADDRESS A SECURITY ISSUE WITH MY GIGABIT FAST FIBER INTERNET SERVICE?

Other than our email spam and virus control, Lumos Networks Gigabit Fast Fiber Internet service does not include a firewall or other security protection. Security is the responsibility of the customer. Companies who provide Local Area Network (LAN) Services often have a variety of security solutions available for a fee.

CAN I ACCESS MY GIGABIT FAST FIBER INTERNET EMAIL ACCOUNT(S) AWAY FROM MY OFFICE OR HOME?

Your email account is accessible from any Internet enabled computer via this website on our LUMOS.NET EMAIL page. If you do not have access to another Internet enabled computer while away from your DSL enabled computer and you do not already have a Lumos Networks dial-up account, you may want to purchase a dial-up account from Lumos Networks at an additional charge. Contact Lumos Networks general CUSTOMER SERVICE for details.

COMPUTER SECURITY & THE INTERNET

The great thing about Gigabit Fast Fiber Internet is that it’s a big pipe to the Internet … the computer security challenge with Broadband is the fact that it’s a big pipe to the Internet! Regardless of how you connect to the Internet, there are potential security challenges that should be addressed. Click on DETAILS for more information …

WHERE CAN I VIEW THE LUMOS NETWORKS INTERNET SERVICES TERMS & CONDITIONS?

Click to view: LUMOS NETWORKS INTERNET SERVICES TERMS & CONDITIONS

Computer Security

WHAT IS COMPUTER SECURITY?

Computer security is the process of protecting your computer from unauthorized access either by another computer user, or by a program like a computer virus. Any connection to the Internet is a potential computer security risk if you are unprepared for possible intruders.

WHAT STEPS CAN I TAKE TO HELP SECURE MY COMPUTER?

The Internet has a wealth of information on computer security. Securing a computer is like securing a building—you can spend a lot of time and money for alarms, fences, and guard services, or you can only put a deadbolt lock on the door and spend a lot less money. The steps you take and the money you spend are dependent upon the nature of what you’re protecting. If it’s a company’s Local Area Network (LAN) where critical information is stored, you are likely to need more protection than you’ll need for a home PC. There are many companies who will provide advice, software, and/or equipment related to computer security for a fee.

There are a few basic steps you can take to help improve your PC security.

  1. Disable any resource sharing that you don’t use (file sharing, printer sharing, etc).
  2. Make regular backups of critical data.
  3. Keep your operating system updated.
  4. Make a boot disk in case your computer is damaged or compromised.
  5. Turn off your computer or disconnect from the network when not in use.
  6. Don’t open unknown email attachments.
  7. Don’t run programs of unknown origin.

There are additional steps that are a good idea. What you spend depends upon your security needs*:

  1. Use virus protection software, and keep it updated.
  2. Use a firewall, either a software or appliance based solution. Firewalls allow you to send data out, but prevent unauthorized users from sending data into your computer. Most routers sold today have a firewall built into them.
  3. If you run a proxy server, make SURE it is restricted to users on your network.
  4. If you have critical data to protect, consider consulting with a computer security professional.
  5. If you are using a wireless router, the wireless side of it needs to be secured. Utilizing basic methods, like disabling the SSID broadcast, and enabling features like a WEP Key assist in keeping a rogue computer from using your wireless network to access your broadband service.

*It is also important to note that if a customer does not secure their wireless router, they run the risk of their connection being used abusively by a close-by computer that has “leached” onto their connection. Lumos Networks can trace the abuse to a connection or IP address, but not to a specific computer. Security is the responsibility of the customer.

ADDITIONAL SECURITY TIPS:

WHAT CAN I DO ABOUT POP-UP ADS?

Lumos Networks recommends that Windows users upgrade to the Windows XP operating system using “Service Pack 2” (found at: HTTP://WWW.MICROSOFT.COM/ATHOME/SECURITY/PROTECT/). This service pack makes important changes to Windows, the Outlook email program, and Internet Explorer to protect you from Pop-Up Ads and security threats.

There are several free tools which can also help eliminate Pop-Up Ads. Lumos Networks also recommends the Google “Toolbar” (found at: HTTP://WWW.GOOGLE.COM/DOWNLOADS/). This program also blocks unwanted Pop-Up ads, and adds functionality to your Internet Explorer.

WHAT IS SPYWARE?

The term “spyware” refers to small behavior monitoring programs downloaded onto your computer usually without your knowledge or consent. Thousands of these programs exist, and can be harmful because they monitor what sites you visit, what you do on your computer, and then they report that information without your consent. Harmful spyware programs can also collect data (including credit cards numbers and passwords) that you enter on sites while shopping online, performing online bill payments, or banking. Some very harmful spyware programs can even turn your computer into a “zombie”, and make it generate junk email without your knowledge to thousands or millions of other people. Spyware also slows down your computer, and is difficult to remove without a special tool.

WHAT CAN I DO TO PROTECT MYSELF FROM SPY-WARE ON MY COMPUTER, OR REMOVE SPY WARE IF IT ALREADY EXISTS?

Lumos Networks recommends the free anti-spyware program SPYBOT. The “Spybot Search & Destroy 1.3” program both protects and removes spyware from your computer.

  • To install, simply visit HTTP://WWW.SAFER-NETWORKING.ORG/EN/INDEX.HTML.
  • Download the program and make a donation if you wish.
  • Install the program on your computer, and run it.
  • Users will want to first “search for updates”, then “search for problems”, and then finally “immunize” against future problems.

HOW DO I DISCONNECT/SIGNOFF FROM LUMOS NETWORKS?

In some cases, you will be prompted to disconnect or stay connected. If you don’t then you can right click the two computers in the lower right hand corner of your monitor and left click on disconnect.

HOW DO I CHANGE THE HOMEPAGE THAT APPEARS WHEN I OPEN INTERNET EXPLORER?

You can change your home page by opening Internet Explorer and clicking on Tools, then Internet Options. You can change the home page here. Click OK when finished.

WHY CAN I NO LONGER START MY BROWSER FIRST AND HAVE IT PROMPT ME TO CONNECT? WHY DO I HAVE TO CONNECT FIRST AND THEN START MY BROWSER?

You can change your settings to always dial by opening Internet Options, clicking on Tools, then Internet Options. Then click on the Connection tab. Under the DIal Up settings box, choose “always dial my default connection”. Click OK.

HOW DO I CLEAR THE HISTORY OF FILES ON MY BROWSER?

Open Internet Explorer. Click on Tools, then Internet Options. Under the History section, click on “Clear History”. Click OK.