Support | My Services

billing credits

Triple Savings Electric Bill credits will show on your electric bill within one to two billing cycles following the date of installation of your services.

Roanoke Connect recurring credits will generally appear on your Roanoke Connect invoice within one to two billing cycles following the date of installation of your equipment.


VIEW & PAY BILL

Click on the PORTAL ACCESS button in the top menu to be taken to the Portal Login.  From there you can set up an online Portal presence where you can view and pay your bill.  For your convenience, Autopay is available for use.

Bills are delivered to your portal after the billing run completes on or after the 16th of each month.  Subscribers who wish to receive a paper bill can call Member Owner services and request a monthly paper bill.  There is a charge of $2.50 per month for paper bills.


Many of our Member-Owners may require assistance with devices they attach to the Roanoke Connect network.  As your Cooperative, our focus is on utilizing Roanoke Connect and Smart Grid technologies to help you - and us - manage the cost of electricity.  As such, we are not prepared to support troubleshooting devices that may be connected to the Roanoke Connect internet service.

We are working with a nationally known vendor to implement a premium support plan that would allow for technical support for devices.  These devices might include computers, SMART TV's, game consoles, phones and tablets, home automation and other devices.

This plan, which is still under development would either have a per-incident charge for support services, or would allow for our subscribers to pay a small monthly fee in order to access these support services.

Please check back often as we work to implement these new services.

DEVICE SUPPORT


INTERNET DOWN

Internet availability, as described in the Terms of Service, is a "best efforts" service.  However, we take your connectivity seriously, and want to do all that we can to ensure your Internet experience is a good one.

Here are the common questions we will ask you should you call for service:

  1. Is your power out?

  2. Do your neighbors have power?

  3. Are your devices (Router, Subscriber module) and your devices plugged in?

  4. Are your personal devices (PC, tablet, phone, etc.) plugged in or do they have sufficient battery?

  5. Are you delinquent on your Roanoke Connect bill?

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The first troubleshooting step would be shutdown and restart your device.  If the device has an electrical connection, shut the device down and then unplug it for a minute.  Plug it back in and restart the device.

If the device is battery powered, shut the device down and let it sit for a minute or two; then restart.

If this does not resolve the issue, then locate the CAMBIUM router (it should have a Roanoke Electric Cooperative sticker on it).  Unplug the router from the power.  Let the router sit for about two minutes.  Plug the router back in, restart your devices and determine if this clears that issue.

If this does not resolve the radio, the locate the CAMBIUM RADIO SUBSCRIBER MODULE (SM) (it should have a Roanoke Electric Cooperative sticker on it).  Unplug the Subscriber Module from the power and let sit for about two minutes.  Plug the Subscriber Module back in, restart your devices and determine if this clears the issue.

If not, please contact Member Services.