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Frequently Asked Questions

Name Change

General

Phone

Cable TV

Internet



Name Change

Why are you changing the name of Everest to SureWest?
We are changing the name to align it with the parent company, SureWest Communications. While Everest is now called SureWest, the great customer satisfaction and reliable services you have come to know will not change. In fact, because Everest is now part of SureWest, we are enhancing our suite of services, bringing new and advanced products to our customers and expanding our network into new areas so we can reach even more customers.

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How will we know if we are receiving the correct information?
We have several tactics planned to ensure our communications to you are easily understood. In addition to the letter you should have already received, we are running bill inserts referencing the name change, along with a television ad airing on our cable networks.

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Does this mean your company is changing?
We are only changing our name. One of the reasons why SureWest was so attracted to Everest was because of its customers , dedicated employees, quality of service and unique personal touch. None of this will change. The SureWest brand identity is consistent with Everest's: delivering a revolutionary customer experience.

SureWest is a growth company and we want to grow and expand. We have plans in place to enhance our suite of services and expand our residential and business footprints in the region.

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Are you making enhancements in Kansas City now that SureWest has acquired the company?
We are constantly looking for ways to enhance our company. We are looking at product lines to see how we can create synergies between both companies and enhance the services we provide to our customers. One area that has been identified already is our ability to expand the number of HDTV channels we deliver.

On the network side in Kansas City, we plan to add 2,000 new residential homes on the hybrid fiber-coax network while creating a fiber-to-the-home (FTTH) network starting with a release of 8,000 FTTH homes in 2008 that will deliver enhanced bandwidth capabilities on the network to improve our data and video products.

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Will my e-mail address change?
No, you will not be asked to change your e-mail address. Your "everestkc.net" e-mail address can be used for as long as you wish to retain it.

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Will customer service remain the same?
Yes, you will continue to receive the same exceptional customer service you are accustomed to. Your customer service representatives have remained in Kansas City and can be reached at 913.825.3000.

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General

How long does it take to install SureWest's services?
It takes approximately 4 to 6 hours to install all three services, depending upon services ordered, number of outlets and any rewiring that needs to be done.

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Can I change services after I'm installed?
Yes, you can change your services anytime by calling 913-825-3000.

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How long has Everest, which is now SureWest, been in business?
Everest began operations in December 2000 and started offering service in January 2001.

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How will I know when SureWest is available in my neighborhood?
You will receive a postcard in the mail approximately 60-90 days before service is available, and you'll receive a flyer on your door right before construction begins.

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How reliable is the service?
SureWest's services are very reliable. We have a Network Operating Center in our office at 9669 Lackman Road that allows us to monitor our entire network 24 hours a day, 7 days a week.

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Can I talk on the phone and use the Internet at the same time?
Yes, in fact, you can use all three of SureWest's services at once.

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How long before I can be installed?
From the time of order, it is approximately 1 to 2 weeks before installation if you live in an active service area.

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Is there a contract involved for this service?
No

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Do you have to re-wire my home for your services?
Not necessarily, but if the wiring in your home is old or needs to be replaced, SureWest may opt to do some rewiring for you to give you the best service possible. (The rewiring is free of charge.)

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Should I cancel my services I have now?
No, you'll want to wait to cancel your current services until your SureWest service is installed to avoid any possible downtime.

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Phone

Can I keep my current phone number if I switch to SureWest?
Yes! You can keep your current phone number, or get a new one if you wish.

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Can I keep my current long distance carrier?
Yes, you can keep your current long distance carrier - or choose from one of SureWest's competitive rate plans.

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Do you offer wireless/cell phone service?
No, not at this time.

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Will my phone number still be published in the AT&T phone book?
Yes.

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Does SureWest offer 800 numbers?
Yes, to both business and residential customers.

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I have a business in my home, can this be listed in the Business section of the Yellow pages and how much does this cost?
Yes your business can be listed in the yellow pages. You'll need to contact Southwestern Bell Yellow pages advertising or Feist Publications directly for placement & rates.

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May I keep my current phone number if I move to a new address?
It depends on where you're moving. Call 913-825-3000 and a SureWest Customer Service Professional can tell you if you'll be able to keep your current phone number.

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Cable TV

If I order the Digital Tier or Premium Channels, can I watch them on every TV?
Yes, but you'll need to have a digital cable box hooked up to each of those TV's.

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Do I absolutely need a digital cable box?
No, not if you only wish to receive channels 2-99. If you subscribe to any of the channels above 99, or if you'd like to order pay-per-view, then you'll need a digital cable box.

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Can I watch one TV channel and record a different channel with SureWest's digital cable box?
Yes you can but it's not a function of the cable box. The easiest way to do this is to install an A/B switch to the incoming cable, then run one cable to the digital cable box and the other to your VCR. Then, you can watch TV on the digital cable box and record on the separate signal running to your VCR.

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Internet

What do the three different speeds mean?
The different speeds are an indication of how fast your Internet files are downloaded from one computer to another over the Internet. Speeds are measured in the form of Kilobits and Megabits per second. A typical dialup modem can achieve download speeds between 28.8 and 56 Kilobits per second, or 28 Kb to 56 Kb (also abbreviated as 28K to 56K). Dial-up modem speeds are very slow compared to the 4 different broadband speeds that SureWest offers:

  • 10.0 Mbps/1.0 Mbps
  • 8.0 Mbps/768 Kbps
  • 5.0 Mbps/512 Kbps
  • 1.0 Mbps/384 Kbps

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What's upstream vs. downstream?
The downstream speed is the measure of how fast the cable modem can download a file from the Internet. The upstream speed is the measure of speed from your computer to the Internet.

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How do I figure out which speed is right for me?
Good question. If you're a light Internet user, meaning you only use the Internet to check email and browse the web on occasion, then our 1.0 Mbps/384 Kbps package is the right fit for you.

If you're an everyday user of the Internet who checks email frequently, browses the web a lot, or if you have more than one computer accessing the Internet, then the 5.0 Mbps/512 Kbps connection is your best choice.

If you're a heavy user of the Internet, access multimedia sites that play streaming audio and video, have several computers on a network, or if you participate in on-line gaming, the 8.0 Mbps/768 Kbps and 10. Mbps/1.0 Mbps connections are a better fit for you.

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Can I still use AOL?
Yes. However, you do not need a separate Internet Service Provider (ISP) with SureWest high-speed Internet. It's an all-inclusive Internet service providing access to e-mail, chat, newsgroups, etc. However, AOL does operate at lightning speeds over our service and AOL has a special offer for subscribers who "provide their own access." For more details, contact AOL.

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Do you have a block that keeps kids from going to inappropriate sites?
SureWest does not filter or block any sites on the Internet nor do we provide Internet filtering software for parental control. There are multiple software programs available on the market which offer monitoring, blocking and filtering of chat sessions, email, web sites and search requests. A list of filtering and parental control programs can be found at www.safekids.com

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Can I have a Static IP address?
Currently, SureWest only offers static IP addresses to business customers. Business customers can have multiple static IP addresses for their services. For more information about our business products, contact our business sales department at 913-322-9878.

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How many Dynamic IP addresses do I get with your service?
SureWest High-speed Internet service comes with 5 dynamic IP addresses at no charge. Additional dynamic IP addresses can be purchased for a monthly fee per address.