Customer Support FAQs


We have new customer service protocols in place to serve you better! Read our FAQs below and get more information about this exciting transition.


We’ve added 24/7/365 tech support and new ways to get in touch!


What are we doing?


Kaptel has teamed up with a leading rural tech support provider, NeoNova—which is a part of the National Rural Telecommunications Cooperative, or NRTC—to expand our services and provide even better support for you.


Why did we do it?


We have been committed to our community since we first opened our doors in 1952. The goal of serving our you better is behind everything we do, so we’re always looking for ways to improve and provide the best possible support experience. We feel this partnership helps us accomplish that goal.


How will our service improve for you?


We realize our services play an important role in your life. When something happens, you need assistance immediately, regardless of the day or time. With this partnership, we can now offer you support services 24 hours a day, 7 days a week, 365 days a year.


We also are rolling out new ways for you to contact us. Now, you can send an email to our support mailbox and get a call back when you are available, or you can chat online with a live support agent without the need to be on the phone.


Why did we choose NRTC’s NeoNova?


NRTC is an association of over 300 rural telecom and rural electric cooperatives; even locally-owned Slemco is a member!


They provide excellent support for customers exclusively in rural America, and their values echo our mission to put our rural community first. Their entirely U.S.-based team will operate as an extension of our team and they work out of Raleigh, NC and Huntsville, AL. While they may not talk exactly like us, they know their stuff and are eager to help!


What should you expect when calling?


You can expect expert support provided by friendly support agents. They will have the proper training and tools so they can support you just as if they were Kaptel employees. Will there be some differences? Yes, of course. But we wouldn’t have chosen them if we didn’t trust they’ll provide top-notch service and treat you just like we would. And if they need some help, our team here at Kaptel will be standing by!


Give them a chance.


A few customers have expressed frustration during our transition to NeoNova, particularly concerning agents mispronouncing or misspelling our Cajun names. These challenges are small but serious, and we’re working to correct them. We’re giving NeoNova’s agents the information they need, and they’ll learn more about our community the longer they work with us.


What we’re saying is, please give our new support agents a chance. In time, we think you will love them as much as we do! If you have any suggestions or concerns, please give us a call at 337-643- 7171 (toll-free: 866-643-7171).


Thank you for being a Kaptel customer. We’re here to serve you!