New Internet Technical Support Provider starting July 28th, 2009, including Cable TV after-hours technical support!

Dear Valued Subscriber:

In order to serve you better, on July 28th, 2009 we will upgrade our system to a new technical support provider that will provide Internet, Phone and Cable TV technical support. 

During this transition, there may be brief interruptions of email and/or Internet access for some subscribers.  Please read the following information carefully, and keep a copy for future reference.

EMAIL:  The switch to the new email system will take place at 2:00 AM. At that time, any mail received will be sent to the new system. You will not need to make any changes to download your new mail after the conversion. However, we will not be moving mail from the old system to the new system, so we recommend that you download your email prior to the morning of July 28th.  After the conversion you will be able to access any messages that were left on the old system by going to: http://oldmail.sanbrunocable.com. This site will remain active for up to 30 days.

WEBMAIL:  When you visit webmail.sanbrunocable.com you will see a new look and for your protection, the new Webmail system includes an extra security step when you log in that requires you to type two, partially-obscured words to prevent automated programs from accessing your account. This is in addition to the login and password that you would normally type.

SPAM:  We are also changing how we will be handling Spam and Virus protection for your account. Suspicious messages will now be sent to a separate Message Center. This new service is called emScan, and is very effective at keeping spam, viruses and phishing emails out of your inbox.  We will send you an email on the morning of July 28th that will provide more information about this new service and how to access your emScan Message Center.

Finally, we are also upgrading our Internet, Digital Phone and Cable TV Support Services. Following is the new contact information for Internet and Digital Phone Technical Support, which becomes effective on July 28th:

New Internet and Digital Phone Support Number: 1-877-646-6407
New Internet Support Email: helpdesk@24hoursupport.com
New Internet Support Site: www.24hoursupport.com

The number for all cable TV service issues will remain the same, at (650) 616-3100. However, we will now have support staff standing by after hours who will be able to reset individual converter boxes, assist with “on-line” bill pay and create detailed trouble tickets for faster service call scheduling on the next business day. During regular office hours our friendly and able customer service staff will continue to assist customers with cable service issues, schedule service appointments answer billing questions and process payments over the phone or in the local office.

While we plan and desire a smooth transition as we make these improvements, there may be brief interruptions of Internet delivered services during the conversion.  If you experience any Internet or Digital Phone issues after the conversion, please contact Technical Support at 1-877-646-6407.

We look forward to the improved level of service these changes will bring. Thank you for being a valued customer of San Bruno Municipal Cable TV.