How long will it take for my service to be hooked up?

For phone and/or DSL, the estimated time frame is up to 10 business days. During the installation process you may notice one of the services working before another. Our service technicians will try to contact you or leave a notice on your door when service has been completed. If service requested is not working after 10 business days, please call 801-789-2800.

Who is my long distance carrier?

Direct Communications offers three long distance plans, or you may choose another provider.

When do I receive my first statement?

You will receive your statement in the mail by the 10th of each month. Your first statement will include the prorated amount from the date you signed up, in addition to the current month.  

When is my payment due and where can I make a payment?

Payments are due by the last day of each month to avoid a late fee.  
Your payment options are as follows:
v  Set up monthly automatic withdrawal
v  Submit payments online – www.emcity.net
v  Mail payments 6-10 business days prior to due date in the provided pre-addressed envelope
v  Drop off at one of our convenient drop boxes, located in front of the Public Safety Office in the town center or in front of the Ranches Business Park
v  Make payment in person in our office during business hours

What do I do if I hear static on my phone line, or no dial tone?

Please refer to the troubleshooting information in your Welcome Packet first. Eliminate any possibilities of the problem existing inside your home then call our office at 801-789-2800 for further troubleshooting support.

What do I do if my DSL is not working?

Please refer to the troubleshooting information in your Welcome Packet first. Eliminate any possibilities of the problem existing inside your home, then call 801-789-4999 to trouble shoot with a Tier 1 technician. If the problem still exists, a Tier 2 technician will address the problem within 2 business days, by either calling you or creating a trouble ticket for a technician to visit the residence.

If you need further assistance or have other question, please call 801-789-2800

Do we provide Stand Alone (sometimes referred to as "naked") DSL in Utah?
You can have DSL without the phone service, however, due to government regulation, it works out cheaper to take the emergency phoneline with DSL rather than naked DSL.

There is a government agency called NECA which sets the tariffs for independent phone companies like Direct Communications, and they have mandated that a naked DSL line has a tariff charge of $90 a month. In order to cover just our fixed costs and other taxes and fees, we would have to thus charge at least $110 a month for a naked DSL subscription. If this sounds ridiculous, bear in mind that large phone companies do not have to operate under these same constraints, and unfortunately we have no control over these tariff rates. At the same time though, the government regulation is the only thing that makes it possible for a phone company to be financially viable in a small service area, (as the city discovered after years of trying to maintain a phone network) so we have to be grateful for the federal programs that make it possible for us to provide phone service to places like Eagle Mountain.

Do we provide VOIP in Utah?
We do provide VOIP service at a fantastic price of only $5 a month for unlimited local calling, or $24.95 for unlimited local and long distance; however, you will have to have a landline phone line anyway to get the broadband at a reasonable price, so ultimately you will have 2 phones, a voip phone and the ephone, or emergency landline phone. However, for some people and businesses that use a lot of long distance minutes, this may still be the more economic option.

Can I get 50 meg on DSL?
We now offer 50 meg speeds, but the full 50Mb will only be available to customers who already have fiber to their homes. If you still have a copper line to your home, 20Mb is the fastest we offer over copper. To find out if you have copper or fiber, call our office at 801 789 2800 for more information. If you have technical DSL questions, contact 801 789 4999.

Is there a set-up fee for DSL?
If you are willing to sign a one-year commitment, there is no set-up fee. If you choose to go month to month with our services, you will be charged $200 to set up your DSL. You may also need to purchase a DSL modem from us for $79.95, or lease one for $5 per month.

Two phone filters are included free, but each additional one thereafter is $5.

EMERGENCY RESIDENTIAL LANDLINE PHONE SERVICE

What is e-phone?
Emergency landline phone service. This is a regular landline, but without the unlimited calling. We are introducing this new phone option as a way to lower your cost for broadband internet service (which is what people are really interested in today). If you sign up for e-phone, we can give you a discount on your DSL, because it’s now in a phone bundle. Pay only approximately $10.60 a month in associated taxes and fees.

What do I get with e-phone?
Unlimited 911 calling.
500 minutes incoming calling.
10 minutes local outgoing calling.
Unlimited calls to the phone office.
Directory assistance.
Operator Service.
Overage minutes are only 10c per minute. (Compare that to your cell phone.)
Ability to make long-distance calls. (At regular long-distance rates.)

What does e-phone cost?
The service is free. All you pay are the taxes and fees associated with regular phone service. These will be about $10.60.

What are the benefits of e-phone?
Get the fastest broadband service in Eagle Mountain at a lower price because it’s in a bundle.
Peace of mind knowing you will have a phone that works in an emergency.
911 services will find your home.
A local 789 home phone number to give out when you don’t want to list your mobile phone number.
A safety phone for your kids and babysitter to use from your home.
Incoming calling minutes to offset high usage on your cell phone plan.

What will my total phone bill look like?
E-phone service fee    $1.00
Federal SLC charge- $6.50
Federal USF charge- $0.60
EAS (Extended Area Service)Fee- $2.50
TOTAL: $10.60
*$25 set-up fee may apply if you are hooking up new landline service.