< Previous© Palau National Communications Corporation 2020-2021 8 gEnEral PoliciEs General Policies Interruption of Service: When service is interrupted for a period of at least 48 hours after notice by the subscriber to the company, a credit allowance equal to 1/30 of the tariffed monthly rate for all services and equipment furnished by PNCC rendered useless shall apply for each 24 hours, or major fraction thereof, during which the interruption continues. Instruments: Telephone customers must supply their own telephone or other terminal equipment and connect it directly to the telephone network. Instruments may be purchased directly from PNCC or from any telephone equipment supplier. PNCC does not hold responsibility for maintenance and repair of or free replacement of broken instruments. PNCC reserves the right to limit any instrument which interferes with the satisfactory operation of a telephone line. Wire Tapping/Recording of Phone Calls: Whenever a telephone call is being recorded, whether for business or for other reasons, an audible beeping tone will be heard every 15 seconds. Use of a beep tone warning device is required unless all parties consent to the recording. Police and Fire Department lines with emergency reporting systems are exempt from this rule. Telephone Directory: A directory is supplied to each subscriber without charge and is the property of PNCC. Reproduction of any portion of this directory without permission is prohibited. Directory Errors and Omissions: PNCC is not liable for damage arising from errors in or omissions of directory listings for which no charge is made. Liability for errors or omissions of listings for which a charge is made shall be limited to the amount of such charge. Obscene and Annoying Calls: Annoying, harassing, and threatening calls/ communications (e.g. texting) via PNCC facilities are punishable under the law. PNCC may refuse service to anyone who uses or permits abusive or obscene language over its facilities or impersonates another individual with fraudulent or malicious intent. If you receive such calls, hang up immediately. Threatening calls/communications should be reported immediately to the police. Use of Residence Telephone for Business Purposes: Residence telephones are installed with the understanding that they will be used for normal social or domestic purposes. A residence telephone will be changed to business service if used primarily or substantially for business purposes, or if the residence number is advertised in connection with the sale of products or services. Responsibility for Long Distance Charges: All long distance charges will be billed to the telephone number where the call was placed unless the call is placed with special billing instruments by the calling party. It is the customer’s responsibility to make certain that only authorized persons place or accept calls at his or her telephone! Applications: Application forms are available at the Customer Service Offices in Koror and Airai. The minimum age to apply for PNCC services is 18, and a picture ID is required. A deposit is required for some services. Please call 488-9000 for more information on how to apply for services. Customer Service Policies Complaints: All PNCC employees want to be as courteous and helpful to you as possible. If you ever feel that the service provided to you is unsatisfactory, please report it to the PNCC Customer Support Office. If you don’t feel you’ve gotten satisfaction from the rep- resentative, ask to speak to a supervisor. If you are still not satisfied, ask to speak with the Department Manager. We want to resolve any problems that may exist as quickly as possible. Identification of Employees: Customers may request employees of PNCC, whose duties require them to enter your home or other premises, to show their official PNCC identification cards.Information Pages domEstic dialing instructions 9 Your PNCC Bill You will receive a consolidated monthly billing statement for all your PNCC services, including telephone (fixed line), Internet, Digital TV, and PalauCel. Your first bill will include a full 30 days of monthly charges in addition to a fractional amount equal to the number of days of service prior to the billing date. Billing for Changes All changes, except for termination of service or elimination of certain options, involve a service charge. The amount you are charged depends on the type of change requested. Your Customer Support Agent can tell you the current charges for different services.* Due Dates Bills are due and payable upon receipt. PNCC should receive your payment by the date specified on the bill. By paying your bill on or before the due date, you can be sure of maintaining a good payment record and avoid a late fee or interruption of service. Service Restoration Disconnected services can be reconnected upon full payment including 5% late fee of the past due amount, and a reconnection fee. Billing Questions & Errors If you have a question about your bill, call 587-9800. Explain the possible error to your Billing Representative. If the error cannot be promptly resolved, please pay the undisputed charges on time so you’ll maintain a good payment record while the problem is being investigated. Disconnection for Non-payment Bills are due and payable upon receipt. When an undisputed amount is not paid within 30 days, your service is subject to suspension and/or disconnection. If the amount of the bill is excessive, and the situation indicates that PNCC may incur a substantial loss, your service may be disconnected prior to the delinquent date, without notification. Returned checks may also place your account in jeopardy. You will be assessed $30.00 for a returned check.* Previous amounts due, plus the returned check charge must be paid within seven days from the date of notification to avoid interruption of your service. How and Where Can I Pay My Bills? Bills may be paid by mail or in person at the PNCC cashier in Airai and Koror, the PNCC representative in Peleliu, or Bank Pacific. Include the remittance section of your bill or your phone number when you mail your payment; when paying in person, please bring your complete bill with you. Sign up for SmartHub e-bill service to view and pay your bills online (see page 4). *rates subject to change Domestic Dialing Instructions State Pre-Fixes and Dialing Formats Aimeliik State .....................(680)-544+xxxx Airai State ...........................(680)-587+xxxx Angaur State ......................(680)-277+xxxx Kayangel State ...................(680)-876+xxxx Koror State .........................(680)-488+xxxx Melekeok State* .................(680)-654+xxxx Ngaraard State ...................(680)-824+xxxx Ngarchelong State .............(680)-855+xxxx Ngardmau State .................(680)-747+xxxx Ngatpang State ..................(680)-535+xxxx Ngchesar State ..................(680)-622+xxxx Ngeremlengui State ...........(680)-733+xxxx Ngiwal State .......................(680)-679+xxxx Peleliu State .......................(680)-345+xxxx * Republic of Palau Capitol (Ngerulmud) .....................(680)-767+xxxx Free Cable Locating Service!© Palau National Communications Corporation 2020-2021 10 tElEPhonE rEPair sErvicEs Effective January 1, 2009, fixed line telephone customers are responsible for the maintenance and repair of all the inside wiring and jacks for their telephone service as well as the telephones inside their location (house or office). Inside Wiring Maintenance Plan: $3.00 per line /month* Optional monthly recurring charge for customers who want PNCC to maintain or repair CPE (inside wiring and jacks) on the customer premises. Maintenance includes determining if customer owned equipment is the cause of any problems but does not cover cost of repair of customer owned equipment (i.e. telephone instruments). Customers who do not want this option will be charged labor and materials for each job requested. Telephone Trouble Shooting Tips: Before Calling 611 Before you call 611 for repair service, PNCC recommends checking first to see if the problem is inside or outside your building. • If the problem is outside in PNCC’s lines there will be no charge for the repair service. • If the problem is inside your building location (in the telephone equipment, inside wiring or jacks), then the customer is responsible for the repair and you will be charged labor and materials for PNCC to perform the repair work (for inside wiring and jacks, telephone instruments not included). • If you subscribe to the Inside Wiring Maintenance Plan (only $3/month per line) then PNCC’s troubleshooting and repair of inside wiring and jacks is covered. *rates subject to change Telephone Repair Services Protector (NID) Protector (NID) 1 Locate the Protector (Network Interface Device, called NID) on the outside of your house or building. Bring a telephone with its line cord that are both in good working condition. 2 Open the NID carefully with a screwdriver. 3. Plug in the line cord of the telephone into the plug on the left side of the NID (as shown above). Pick up the phone’s handset. If you can hear a dialtone, the problem is inside your home; if you can’t hear a dial tone the problem is likely in the outside lines. 4 CLOSE the NID to protect it from insects & weather. DEFINITIONS Extension Additional outlet for a single-line telephone that is located on the same premises. This service is deregulated. Customers can install their own. Requests to have PNCC provide extension of current residential telephone account to other location will be charged for time and supplies used. Customer Premises Equipment (CPE) Devices or apparatus and their associated wiring (e.g., telephone instruments, jacks and inside wiring) provided by the customer. Complete ownership and maintenance responsibility of CPE resides with the customer. Examples of CPE include telephone instruments and telephone key systems, jacks, computers, television sets, inside wiring, and cellular phones. Inside Wire Wire that runs from the connection point or NID to and including the telephone jacks inside your home or office. Network Interface Device (NID) also known as the company’s Demarcation point. Demarcation Point The point of interconnection between the Company communications facilities and terminal equipment, the protective apparatus or wiring at a customer’s premises known as the network interface device. The demarcation point is located on the customer’s side of the network interface device or the equivalent thereof where a network interface device is not employed. NID Indicators •FixedTelephoneLineServiceNIDistheprotector. •DSLserviceNIDisthemodem. •CableTVServiceNIDistheSetTopBox(STB). •MobileWirelessServicesNIDistheSIMcard.Information Pages Pncc intErnEt sErvicEs 11 PNCC Internet Services PNCC is Palau's first and only nationwide Internet service provider. Super fast internet services are offered from Kayangel to Angaur. Visit www.pnccpalau.com for worldwide access to your PalauNet email account via Webmail, service FAQ’s, online TV guide, click on myPNCC to view and pay your bill, and more. High-speed Broadband Services PNCC is the only provider of fixed line high-speed broadband services via technologies such as VDSL and fiber. Over 250 WiFi Hotspots Convenient high-speed access for your wireless device, including both indoor and outdoor locations. Use Prepaid Internet Cards or PalauNet accounts to log on. Home DSL Offers residential customers affordable high-speed broadband DSL bundled with fixed line telephone service. Plans offered include always-on DSL connections (Home DSL, Home DSL Premium) or prepaid access (HomeNet). See user guide on page 12. PalauNet Accounts PalauNet offers a variety of monthly plans that may be used to log on at any PNCC WiFi Hotspot or via HomeNet. User Guide on page 15. PalauCel Mobile Data Enjoy the freedom of mobile Internet access wherever there is a PalauCel signal. Save with prepaid data plans. See User Guide on page 22. For more information on Internet services and rates: Call Sales & Support at 488-9000 or visit www.pnccpalau.com. Log on with PNCC Prepaid Internet Card or PalauNet Account HOW TO LOG ON USER GUIDE • Enjoy faster speeds • Easy to use • 2 OPTIONS for access via: ☛ PNCC Prepaid Internet Card ☛ PalauNet Account User ID & Password • Do not enter entire @palaunet.com address as WiFi User ID Example: User ID-pncc@palaunet.com; only enter pncc Turn on your device’s wireless access* Select PNCC WiFi Hotspot Open your web browser & type any website in address bar or www.palaunet.com Wait for redirection to the login page. Log-In by entering your user ID and password. Minimize the login screen to keep session active; use the same screen to log off and end your Internet session. *Using a WiFi 802.11 b/g enabled laptop computer, tablet or smartphone Enjoy Nationwide Hi-Speed Wireless Internet Over 250 Hotspots© Palau National Communications Corporation 2020-2021 12 homE dsl What is Home DSL Service? Super Fast Internet@ Home Surf & Talk on the Same Line at the Same Time! Get 2 great services in 1 affordable subscription! • HomeDSLincludesbothresidentialfixedlinetelephone service and high-speed internet access. • LogintotheInternetanytimewithaPrepaidInternetCardor a PalauNet account username and password. • Always-onHomeDSLalsoavailable,nologonrequired. • CallCustomerSalesandSupportat488-9000forcurrent rates and plans, or visit www.pnccpalau.com What is Home DSL Service? Home DSL is a subscription service for residential customers that includes two services for one low monthly rate * Voice telephone service (landline), plus Internet Access Port/ xDSL modem in your home. • WithHomeDSLservice,youcanmakeandreceivephone calls while the Internet is on, using the same phone line to talk at the same time. • HomeDSLisavailableinmostareasofallstatesfrom Kayangel to Angaur. *available for residential customers only; installation charges may apply Can I keep my land line telephone number? Yes, customers who convert an existing fixed line account to Home DSL may keep their current phone number. What is included in Technical Support for HomeNet Service? The monthly subscription fee includes technical support for landline and the Prepaid Internet Access Port/ xDSL modem, including inside wiring repairs on the original installed inside wiring up to the xDSL device (Splitter/Modem). Telephone units repair or replacement cost not included. Home DSL Hardware & Setup Guide STEP 1: Connect the Filter/Splitter STEP 2: Connect Modem to Power. STEP 4: Connecting to the Internet. STEP 3: Connect Modem to the PC/Laptop 1 1 1 1 2 2 2 2 3 3 3 3 Connect the 2-plug filter/splitter into your main wall jack. Plug both telephone line and modem data cable into the 2-plug filter. Using Ethernet cable, attached one end into the Ethernet port of your ADSL modem and the other end into the LAN port on your desktop or laptop computer. Connect the supplied power adapter to ‘Power’ port of your ADSL modem adn plug the other and into a power outlet. Press’On/Off/ button to power the mode. NOTE: Highly recommended to use a surge protector to protect your modem. Wall Jack Wall Jack 2-Plug Filter/Splitter 2-Plug Filter/Splitter Power Strip Surge Protector Power on/off Ethernet Data Cable Data Cable Telephone Computer Ethernet Computer DSL Modem DSL Modem DSL Modem Power Adapter Power Outlet Power Strip Surge Protector Power on/off Power Adapter Power Outlet PLEASE NOTE: Turn off your pop-up blocker to allow login.palaunet.com to launch the connection A. Open your preferred browser (IE, Mozilla Firefox, Google Chrome, etc.) B. In the address bar type login.palaunet.com How do I log on to HomeNet? 1. Open your browser and type login.palaunet.com to get the HomeNet/WiFi log on page. 2. Using a Prepaid Internet Card or a PalauNet account, enter the User Name and Password. 3. Minimize the log on page but don't close it, so you can log off when your session is ended. After successful authentication, you are now connected to the internet so you can start surfing! IMPORTANT: Minimize “Log on” page (don’t close it). How do I log off from HomeNet? Click on the logout button in the HomeNet log in page or type logout.palaunet.com in the address bar then log off. Failing to do so will not end your internet session/connection and will continue to deduct your Internet card or PalauNet account. What if I accidentally close the Web Page without logging off HomeNet? Your internet session/connection does not end and will continue to deduct your Internet card or PalauNet account. You can re-open the HomeNet Log on Web Page by opening another browser and typing: login.palaunet.com then click on the HomeNet Logout button to properly end your session. Information Pages homE dsl modEms – troublE shooting guidE 13 Home DSL Modems – Trouble-Shooting Guide HOME DSL TROUBLE-SHOOTING TIPS If you are getting ‘Limited Connectivity’, and cannot connect to the internet, follow the troubleshooting steps below. First, check your DSL modem status by verifying all LEDs are lighted or turned on • PowerorPWR • DSL–indicatesconnection to PNCC network • WPS–Wireless/SSID (Home WiFi signal) • LAN–indicatesconnection to customer computer, laptop, wireless router • Internet–indicates network activity If DSL or internet LED is not lighted, try the following: • “Powercycle”yourmodem.Thismeansturning your power switch/button and waiting for 5 minutes before turning it back on again. This allows your modem to reestablish connection to the PNCC network. • Waituntillights are normal and then check connection. • When everything comes back up, open a browser page and type https://www. pnccpalau.com/ login.html to bring login page. • IfthepowerorDSLandInternetlightsonyour modem are still not turning on, this may indicate your modem needs replacement, please call 611 or 587-9696 to report it. Power Zyxel VMG-3312-T20A (Standup Type) Back View Front View LANWireless SSIDDSLInternet PowerRJ-45/LAN/EthernetDSL Zyxel VMG-1312-B10A Back View Front View PowerLANWireless SSIDDSLInternet RJ-11/DSL LineRJ-45/LAN PortsOn/OUSB Port Home DSL Technical Support TroubleReports:611(7am–12amdaily) TechnicalSupport:587-9696(8am–5pmM-F) Customer Sales & Support: 488-9000© Palau National Communications Corporation 2020-2021 14 sEt uP homE dsl wirElEss Password How to Set Up and Change SSID and Wireless Password (Home DSL) To change your home wireless network name (SSID*) and/ or the wireless password on the Home DSL modem (ZyXEL VMG1312 shown here) you will need to access the router interface through a web browser. To do this make sure you're on a device that is connected to the router, open a web browser, and then type the IP address of the router (192.168.1.1 by default) into the address bar then press enter. You will then be asked to log into the router. By default the username is admin and the password is 1234, but the password should have been changed during the setup of the router. (See Screenshot 1) *SSID is simply the technical term for a network name. When you set up a wireless home network using Home DSL, you give it a name to identify it. You'll see this name when you connect your computer, smartphone or tablet to your wireless network. Once logged into the router hover over the "Network Setting" option on the bottom menu and select the "Wireless" option from the popup menu. (See Screenshot 2) Once in the wireless section of the router you will see "Wireless Network Name (SSID)" below the heading "Wireless Network Settings". Change the value in this box to change the SSID. Here you can also choose whether to broadcast the SSID or not, set the maximum number of devices allowed to connect wirelessly, and the maximum download/upload bandwidth allowed for wireless traffic. (See Screenshot 3) At the bottom of the page there is also the "Security Level" section. Changing the security level will change the wireless security mode Home DSL Technical Support Trouble Reports: 611 (7am–12amdaily) Technical Support: 587-9696(8am–5pmM-F) Customer Sales & Support: 488-9000Information Pages homE wifi Password / PalaunEt accounts 15 Activating Your PalauNet Account Visit PNCC Customer Sales & Support in Koror (488- 9000) or Airai (587-9000) for PalauNet User-ID registration and account activation. PalauNet Accounts give you the flexibility of Internet access at over 250 WiFi Hotspots or via HomeNet. E-mail Set-Up Tips You can use e-mail software like MS Outlook, or you can access your PalauNet email through the PNCC website at www.pnccpalau.com, or at mail.palaunet.com. Configure your email software POP3 and SMTP to the following settings. When in doubt, follow the simple instructions available in the HELP section of your email program by typing ‘POP3” or “SMTP”. • IncomingMailServer(POP3)=mail.palaunet.com • OutgoingMailServer(SMTP)=mail.palaunet.com • PalauNetPrimaryDNS:202.124.238.71 • PalauNetSecondaryDNS:202.124.238.72 Once connected, PalauNet will ask for your user ID. At the prompt, type the USER ID and Password supplied with this account. Using PalauNet WebMail PalauNet WebMail is a web-based email system that you can access from anywhere in the world to check your e-mail, send messages and organize your mail in folders. URL: mail.palaunet.com Protect Your Password! Don’t give out your password! We cannot retrieve forgotten passwords. It is your responsibility to secure your password. You are responsible for all charges to your PalauNet account. If you forget your password, please visit PNCC Customer Support to get a new one. Important PalauNet Numbers Technical Support ...................................587-9696* E-mail. .............................techsup@pnccpalau.com Customer Service .....................................488-9000 Or Call .......................................................587-9000 Billing Department ....................................587-9800 *for basic questions and network-related troubles only. For software or hardware configuration, see Computer Sales & Service in the Yellow Pages. How to Use PalauNet Accounts (none/WEP/WPA2), it is advisable that you leave it on "More Secure" if all of your wireless devices support WPA2. To change the wireless password un-tick the "Generate password automatically" box and then enter the password you want into the "Password" box. You can tick the "password unmask" box if you wish the characters to be visible. (See Screenshot 4) Once you've made the changes you wish to make scroll down to the bottom and click "Apply". (See Screenshot 5) Customer Support 488-9000 Palau’s First And Most Reliable Internet Service www.pnccpalau.com Get Online Today!© Palau National Communications Corporation 2020-2021 16 broadband faq What is DSL service? How does it work? DSL stands for Digital Subscriber Line. It is a technology that brings 24x7 high bandwidth internet access (often called “broadband”) into businesses and homes over copper telephone lines. PNCC also offers options for connectivity via VDSL and fiber, please contact PNCC Sales at 488-9600 for more information. Although DSL service is provided over standard copper telephone lines, it requires special high-speed modems, one at the customer’s premises and one at the provider’s central office. A point to note in DSL technology is that there is a trade-off between speed and distance. That is, the more the distance between your premises and those of the service provider, the lower the speed you’re likely to get. So, DSL works best if you’re closer to the premises of your service provider. PNCC offers a variety of DSL subscriptions suitable for single computers and computer networks. For rates and more information, please contact Customer Service at 488-9000 or Sales at 488-9600. For residential DSL service, see Home DSL User Guide on pages 12-15. Is PNCC DSL service available in my area? DSL service is available in most areas of all states from Kayangel to Angaur Babeldaob states. If you have a request for DSL service in your area which is not covered, please contact Customer Service at 488-9000 or Sales at 488-9600. What is an IP address? IP stands for Internet Protocol. An IP address serves to identify a computer or any other networked device on a network, thus making communication and exchange of information between computers possible. An IP address is formatted as 4 sets of numbers, each having a value between 0 and 255, separated by dots. IP address example: 216.55.128.4 PNCC DSL service includes one static IP address per subscription. What does TCP/IP mean? TCPIP stands for Transmission Control Protocol/Internet Protocol, which is a set of networking protocols or language that allows two or more computers to communicate. It has now been widely adopted as a networking standard. Internet requires TCP/IP to work. DSL Troubleshooting Tips I have no internet connection and I would like to reboot my DSL modem. How do I reboot it? Please follow these simple steps: 1. Unplug the small, black power cord from the back of the modem or find power button and press it to turn off the modem. 2. Check the front of the modem to ensure that all the lights have been turned off. 3. After 5 minutes, plug the modem back in or press power button to turn it back on. 4. Wait for 5 more minutes and try your connection again. The power light is off on my DSL modem. What do I do? This means that there is no power going to your modem. Follow these simple steps: 1. Check all the cables on the back of the modem to make sure that they are plugged in tightly. 2. Check the power cord to see that it is plugged into the UPS or wall outlet (not recommended). If all cables are securely plugged and the modem light is still off, move the modem to another power outlet to check. 3. If you still have no light, then most likely the modem has gone bad. 4. Please call PalauNet Technical Support at 587-9696 for more information. In the event that your modem has gone bad, you may be able to get a replacement and charge it to your current account. My DSL modem is showing no lights and there is no internet connection. What do I do? Please follow the steps below to check your connection. 1. Is this the only computer In the network? If not, check the internet connection from other computers in the network. If working, then the problem is localized in that particular computer, have someone take a look at it 2. If this is the only computer connected in this network, then: • First,shutdownyourcomputer•Second,powerdown your DSL modem and router, if you have one. Wait for 5 minutes. • Next,powerupyourDSLmodemandrouterandwait forthelightstobesteady(notblinking).•Lastly,restart your computer and then try browsing the internet. If you still cannot browse, please call PalauNet Technical Support at 587-9696 for further assistance. Broadband DSL How do I contact PalauNet Technical Support? Via email at techsup@palaunet.com or call 587-9696. After working hours call 611 (7am-midnight daily). Information Pages digital tv faq 17 PNCC Digital Television PNCC Digital TV offers a clear digital picture and stereo sound with over 65 channels of entertainment, movies, news, music, educational, and children’s programming. Special features available through digital technology include: • ElectronicProgramguide(EPG) • Parentalcontrols • Programyourownfavoritechannellineup • Programreservation/reminder • Audio(radio)musicoptionsavailablewithselected packages Getting Started Why do I need a Set Top Box (STB)? Each digital TV subscription, including additional outlets operates with a Set Top Box (STB). The Set Top Box converts the incoming TV digital signal so that your TV can receive it. Each box comes with a remote control and a Smart Card that is pre-programmed with all your subscriber information. Don’t remove the Smart Card from your Set Top Box, and protect It from damage-your TV service won’t work without it. How do I connect the Set Top Box to my TV set? Use the AV cable that comes with your Set Top Box. It plugs into the color coded inputs on your TV set, yellow for video, red and white for audio, and then into similarly color-coded outputs on the Set Top Box. If you have a flat screen TV that is HD-capable, your STB will be connected to your TV set with an HDMI cable instead of the AV cable. How do I use the remote control for the Set Top Box? Always use your TV remote control first to power on your TV set. Next, turn on the Set Top Box remote control by pressing the “STB” button at the top. PNCC also offers an optional Universal Remote Control that can operate both your TV and the STB (see next page). To turn off the STB power, press the STB button on the remote control (recommended: plug STB box into a surge protector and use it to power the STB box off and on). The Remote Control Unit for your Digital Set Top Box is very user-friendly. The function buttons are labeled, for instance, press RECALL to go back to the last channel you were watching and EPG to see the 24-hour TV guide (see “Special Features” on next page for more information). Use the arrows in the middle to navigate the menus that pop up on your TV screen. How do I set the Volume Controls? First set the volume on your TV remote control to somewhere in the middle, to keep the volume from blasting too loud when you use the STB remote control to change the volume. Note: you need to set the volume for each channel separately. There is an audio setting that is by default at Left, this can be set to stereo by pressing the green (AUDIO) button on the STB remote control. The audio setting can be seen at the far right end of the information bar displayed at the bottom of the screen. What if the power goes out, when it comes back on will my digital TV work? The set top box (STB) will always be turned on after a power outage. Press the STB button on the remote control to power it off or on. Some TV sets will come back on and some will not, if not just turn it on again. What should I do if my Set Top Box or Smart Card are lost or stolen? If your Set Top Box and/or Smart Card are ever lost or stolen, please report lt to 611. PNCC will deactivate the Smart Card so no one else can use your TV subscription. For current rates and packages: PNCC Customer Service 488-9000 To report a problem or lost/stolen Set Top Box: Call 611 PNCC DTV Operator: 587-3515Next >