FAQ

Q: When is my bill due?
Your due date is on your statement below the bill date.
Accounts starting with 334: due on the 10th.
Accounts starting with 335: due on the 20th.

Q: When will I receive my 1st bill?

Billing will not begin until the day your service is connected. You should receive your bill the last week of each month.

***Please Note: Your first bill will have a prorated charge, from the day you connect to the end of the first billing cycle, and will include your first full month of service in advance.

Example: you are connected on the 15th, your first bill will include charges from the 15th to the end of the current month AND a full month of service in advance. You can request a preview of your first bill to see exactly what to expect.

Q: How can I pay my bill?
You can pay:

• By phone at 337.643.7171
• In person at our Kaplan or Abbeville office
• Online via our website www.kaptel.net -> click the Pay My Bill Tab
  • To create your new online account, you will need:
    • Your three-number company code
      • If your account number starts with 0334, your company code is 334.
      • If your account number starts with 0335, your company code is 335.
    • The nine-digit account number (don't use the first zero of the number)
    • Your ten digits of your main number located under the Due Date on your pay stub (e.g., your telephone number, internet, cable)  

Q: I am trying to pay my bill online, but the main account number is not working. Why?

Sometimes the main account number is your phone number, but not always. Most of the time, it is the Internet Network Number (found under the Due Date on your Kaptel bill pay stub). If you don’t have your bill handy, no worries—just call us. We’ll ask to verify your passcode on the account before we release any account information.

Q: How do I set up automatic payments?
Use Autodraft by registering online or submitting a completed form with a voided check if paying via bank account. You can also set up autodrafts via the pay my bill portal https://kaptel.net/pages/paymybill

Q: Why am I being asked for a passcode or the last four digits of my Social Security number when I call, and how is my account protected?
At Kaptel, protecting your account is our top priority. Verification (CPNI) questions help to:

• Keep your personal info safe
• Prevent unauthorized changes
• Ensure only you (or your authorized contacts) can manage your account

To make account management easier and secure, you can:

• Add authorized contacts—trusted people who can access info or make changes on your behalf
• Request a note on your account to be notified before any changes are made or attempted

Q: What am I signing when I sign the agreement?
By signing, you agree to stay with Kaptel for the length of your chosen term (for example, 36 months) and to pay for services and equipment. After your term ends, your plan will automatically renew yearly at the discounted rate. If you do not want it to auto-renew, let us know when within 30 days of the expiration date (60 days for security/business accounts). By signing, you also confirm that you understand any applicable fees, installation charges, and equipment costs.

Q: Why is my cellular data slow even though I have an unlimited plan?
Unlimited means you can use data all month without losing service, but your high-speed data has a set limit. Once you reach that limit (the “throttle point”), speeds may temporarily slow down – like water pressure in a hose dropping when many faucets are open. High-speed data resets monthly on the 17th.

Q: Why is my cellular reception poor where I live?
Cellular signal strength can vary depending on your location, distance from cell towers, terrain, or network traffic. Even in areas with generally good coverage, some spots may still experience weaker reception. If you notice this happening, please stop by our office or give us a call—we may have technical solutions to help improve your connection.

Q: Why do I experience dropped calls?
Dropped calls can happen for several reasons, including weak signal strength in your area, interference from building materials, or network congestion. If you experience dropped calls frequently, call or stop by our office, and we can review possible solutions to help improve your connectivity.

Q: Do you offer prepaid cellular plans?
Yes! We offer prepaid plans for customers who prefer to pay upfront rather than on a monthly bill. Prepaid plans require a customer-owned device, so if you’re still paying off a device on a monthly plan, prepaid may not be available until the device is paid off. Contact us for current prepaid plan options and pricing.

Q: Can I upgrade my cellular plan or data speed later?
Yes! Contact us anytime to upgrade your plan or add more data.

Q: How can I check my data usage?
You check your data usage in two ways:

1. By phone: Call us at 337-643-7171.

2. Online: Visit kaptelwireless.com/My-Account (You’ll need a password - contact us if you don’t have one.)

3. Using an app: You can also try a data usage tracking app. Many customers recommend My Data Manager, which works best if you set your billing cycle dates correctly (for example, from the 16th to the 17th of each month). Please note this is only a tool and may not be 100% accurate.

Q: How do I add or remove lines on my account?
Contact our office or customer service to add or remove lines. Verification will be required to ensure account security.

Q: Is my residential Internet unlimited?

Yes! All home residential Fiber, Copper, & Wireless Broadband Internet speeds are completely unlimited. There are no data caps and no overage fees.

Q: Why is my internet speed slower than expected?

Several factors can affect your internet speed, including:

• Number of devices: More devices sharing the network can slow speeds. Try turning off or disconnecting devices one by one to identify what may be causing reduced performance.

• Wi-Fi Placement: Routers work best in a central, open location away from walls, baby monitors, microwaves, etc.

• Plan type: Ensure your plan matches your household’s usage needs. Think of your internet like water through a pipe – your plan determines pipe size, devices are faucets, and Wi-Fi distance affects pressure.

• Connection type: For copper DSL customers, the distance from our office can impact how much speed is achievable.

If you have a Kaptel Blast router, you can also run a speed test using the CommandIQ app. Make sure the app is downloaded and connected to your network. Keep in mind that testing from a cell phone may not reflect your full home speed because the phone itself and other devices (like smart lights, thermostats, cameras, or garage doors) use some of the bandwidth.

Q: What is the Router with the built-in anti-virus?

Kaptel offers advanced Router features called Protect/Experience IQ:

• ProtectIQ is like a 24/7 security guard for all devices that are connected to your router. It automatically blocks viruses, malware, and online threats before they reach your devices. Think of it as a security guard at your front door, keeping out the bad guys.

• ExperienceIQ gives you easy parental controls. You can filter content, set screen time limits, and even prioritize certain devices so streaming or work runs smoothly. Think of it as your family organizer with house rules, managing who gets online time and what content is allowed.

Q: How do I find my router name (Wi-Fi network) and password?

You can find the default Wi-Fi name (SSID) and password on the sticker located on the bottom of your router.

• The Wi-Fi name (SSID) looks something like: CXNK********

• The Wi-Fi password is listed as the WPA key

If you’d like to personalize your Wi-Fi name or password, you can easily change them using the CommandIQ app, which also lets you manage your router and connected devices.

Q: What is the CommandIQ app, and what can I do with it?

The CommandIQ app lets you manage your Wi-Fi and connected devices from your phone or tablet. It works with the Kaptel Blast Router provided by Kaptel. With the app, you can:

• Change your Wi-Fi name and password

• See all devices connected to your network

• Create a guest Wi-Fi network

• Run speed tests

• Get real-time network alerts

You can also add these features for network protection and extra benefits:

• ExperienceIQ (Parental Controls): Filter content, set screen time limits, and pause internet for specific devices.

• ProtectIQ (Anti-Virus Security): Protect all devices connected to your network from viruses, malware, hackers, and other threats with real-time alerts.

Together, these features help keep your Wi-Fi safe, organized, and family-friendly.

Q: Why do I get internet in one room but not another?
Wi-Fi signals can weaken as they travel through walls, floors, and furniture. This means some areas of your home may get slower speeds or no signal at all.

Ways to improve coverage:

• Wi-Fi Mesh Node: These devices boost your signal and extend coverage to areas of your home that might be out of range.

• Wired connections: For devices that need the most reliable speeds, using an Ethernet cable is always the fastest option.

If you’re still having trouble, our technical team can help recommend the best solution for your home setup.

Q: How can I test my internet speed?
For the most accurate results, connect a computer directly to your router or modem using an Ethernet cable. Wi-Fi speed tests may show lower results because wireless connections share bandwidth across all devices and can be affected by interference.

If you have a Kaptel Blast router, you can also run a speed test using the CommandIQ app. Make sure the app is downloaded and connected to your network. Keep in mind that testing from a cell phone may not reflect your full home speed because the phone itself and other devices (like smart lights, thermostats, cameras, or garage doors) use some of the bandwidth.

Q: Can I upgrade my internet speed later?
Yes! Contact us anytime to see what speed upgrades are available at your location. We’ll program your service to the highest speed we can offer in your area based on our network availability.

Q: What’s the difference between a modem and a router?
A modem is the device that connects your home to the internet service from Kaptel. Think of it as the “front door” where the internet enters your home. Depending on your service type, not all services require a modem.

A router is the device that takes that internet connection and shares it with all your devices, either through Wi-Fi (wireless) or Ethernet cables. Think of it as the “traffic director” that makes sure your phone, TV, computer, and other devices all get connected.

In many cases, modems and routers are built into one box for convenience. At Kaptel, we provide equipment that combines both, making setup simple and ensuring you get the best performance.

Q: What’s the difference between the Internet and Wi-Fi?
The Internet is the actual service that brings data into your home — it’s what allows you to stream movies, browse websites, or use apps. Think of it like water coming into your house through the main pipe.

Wi-Fi is the wireless signal inside your home that lets your devices (phones, tablets, smart TVs, etc.) connect to the Internet without plugging in a cable. It’s like the faucets in your house that let you access the water where you need it.

You can have internet service without Wi-Fi (by plugging in a computer with a cable), but you can’t have Wi-Fi without internet service feeding it.

Q: It doesn’t look like fiber is available in my area. Will it ever be?

We hope so! We keep a Fiber Waitlist of interested customers and use it to help guide where we expand next. Because fiber expansion requires careful planning and budget, we want to be sure we grow in a way that keeps costs down for everyone.

Adding your name to the waitlist indicates strong demand in your area — and the more interest we see, the greater the chance we’ll bring fiber to your area. When expansion is planned, you’ll be the first to know.

Q: Can I get just cable TV without internet?
No. KaptelTV requires a Kaptel internet connection.

Q: Do I need a cable box for every TV?
Not necessarily. If your TV can run the KaptelTV app (Firestick, Fire TV, Apple or Samsung devices), no box is needed. If not, a Smart Cable Box is required. To get a visual of our Cable Box, click here https://kaptel.net/pages/kapteltv

Q: What channels are included with my package?
Lineups vary by package. Contact our office for the latest channel guide.

Q: Why is my KaptelTV buffering, pixelating, or showing a blank screen?
Buffering or pixelation can be caused by several factors, including internet connection, the device you’re using, or app settings. Here’s what you can try before calling us:

1. Reboot your devices

• Unplug the device from the power source.
• Wait 10–20 seconds, then reconnect the power.
• Allow the device to fully boot up.

2. Check your TV and HDMI connection

• Make sure the TV is powered on and set to the correct HDMI input.
• Ensure the HDMI cable is securely connected to both the device and the TV.
• Try a different HDMI port if available.

3. Check for updates

• Open the App Store or Google Play Store, search for the KaptelTV app, and install any updates.
• Check your device software (System > Software Update) and install updates if available.

4. Clear app cache and data

• Go to Settings > Applications > Manage Applications > KaptelTV.
• Select Clear Cache and Clear Data (you will need to log back in with your username and password).

5. Reinstall the KaptelTV app

• Uninstall the app, then reinstall it from your app store.

If you’ve tried these steps and still see buffering or pixelation, call us at 337-643-7171. Our technical team can work with you to troubleshoot and help resolve the issue. We’re here to make sure your KaptelTV experience is smooth and enjoyable!

Q: What services are available in my area?
To check our coverage map, you can contact us online, call 337.643.7171, email hello@kaptel.net, or visit our offices.

Q: Who do I contact to have lines located on my property?
In Louisiana, you can contact Louisiana 811 to have underground utility lines marked for free before digging.

• Phone: Dial 811 or 1-800-272-3020
• Online: https://www.louisiana811.com

One simple call to 811 ensures your underground utility lines are safely located, helping prevent accidents and service interruptions.

Q: Can I transfer service if I move?
Transfers depend on availability at your new address. Call us to confirm, and if service is available, we’ll help set up the transfer from your old home to your new one.

Q: What happens if I cancel early?
If you have a 24- or 36-month agreement, an early termination fee may apply. The exact amount depends on your agreement terms. Call us for a quote before canceling.

Q: What happens when the promotion ends for my Home Internet—will my price increase?
No—your price will stay the same as long as you remain enrolled in our auto-renewal policy.

• All agreements automatically renew for 1 year after your initial term, which locks in your promotional rate for as long as you keep your service.
  • Example: If you signed up at a special promotional price, that lower rate will remain your rate for life while you’re a customer.
• If you’d prefer not to auto-renew, just let us know at least 30 days before your renewal date (for residential services) (60 days for security).

Q: Are there discounts available?
Current discounts include:

Residential Discounts

• Link to Learn – For students K–12
• Lifeline Program – Federal benefit for eligible customers

Cellular Discounts

• Vermilion Parish School Board – Teachers, bus drivers, custodians, and staff (cellular customers only)
• Employer Discount – 15% off Cellular if your employer has services with us. Please note that the employer must contact Kaptel in order for discounts to be offered. The discount will only be applied to 1 line.

• Military Discounts - 15% off Cellular services if you are an active military personnel.

Business Discounts

• 25% Off Voice Services included in our 36-60 month Agreements. ( VOIP or Traditional Telephone Lines ).

Q: How can I stop receiving scam or telemarketing calls?
You can reduce unwanted calls by registering with the National Do Not Call Registry and the Louisiana No-Call List:

• National Do Not Call Registry: Call 1-888-382-1222 or visit www.donotcall.gov
• Louisiana No-Call List: Call 1-800-351-4889 or visit https://www.ag.state.la.us

The Louisiana Attorney General’s Office enforces the Louisiana No-Call Law. Once registered, telemarketers are legally prohibited from calling you, though it may take a few weeks for your number to be fully added to the list.

Tips to recognize and avoid scam calls:

• Be cautious if a caller asks for personal information like Social Security numbers, passwords, or banking info.
• Never provide payment information to unknown callers.
• Hang up on suspicious calls and report them to the authorities if needed.

Q: Where is your office located?
We have two convenient office locations:

• Kaplan Office – 110 N Irving Ave, Kaplan, LA 70548
  • This is our main office. Please use the entrance closest to the highway.
  • Although the building is large and may appear to have multiple entrances, there is only one entrance open to the public.
• Abbeville Office – 1730 Veterans Memorial Dr., Abbeville, LA 70510

Feel free to visit the location most convenient for you — our team will be happy to assist!

Q: What are your Customer Service & Support hours?

Our customer service representatives are available Monday through Friday (8 AM to 5 PM). You can visit us in the store, chat via website, email, or call the office by dialing 337-643-7171.

To report an outage or if you are having trouble with any of your services, you can contact our Technical Support Team 24/7 at 337-643-7171.