Citizens Commitment to Support You

For 24 hour support call 1-800-741-9525

Ways to reach Support and Technical Assistance Options

  • Email support@citizens.coop for a quick online response or request a convenient time for technician to contact you to trouble shoot.
  • Call Toll Free 1-800-741-9525

A key component of Citizens’ mission is to provide customers with excellent support. Support and Technical Assistance Services are available to you 24/7 x 365 days for all major services. Rapid Response Plans are available.

To Check for Service Availability Please Contact Us

Internet

Call BEFORE You Dig!

Virginia law holds the customer responsible for damage to underground cable (electric and telephone) if you have not contacted VA811 to mark the location of their underground lines before digging.

1-800-552-7001 or Dial 811

Troubleshooting Guide
Touchstone TM822 Modem User Guide
Secure IT FAQ
Speed Test
To report spam, forward message as an attachment to : spam@edgewave.com
Getting Started on Facebook (PDF)
Exede Support: 1-888-559-5850
Check your Exede Usage Here

 

Telephone

Troubleshooting Guide
How to Test Phone at NID
NEW Calling Features Guide
Voice Message Management
Using Citizens Unified Messaging Voicemail with Multiple Mailboxes
Voice Messaging User Guide
Manage My VMail
Manage My Notify Plus
Digital Phone (Cable Modem) Battery Backup
Digital Phone (Fiber) Battery Backup

To Check Voicemail:

ACCESS PHONE NUMBERS:
Floyd area customers: 745-0486
Ft. Chiswell area customers: 222-3000

How to set up Notify Plus

Television

Digital Video User’s Guide (pdf)
ADB Remote Control TV Programming Codes (pdf)
Digital Basic Troubleshooting Tips
Unable to see all of the new channels in your digital programming package
Analog Basic Troubleshooting Tips
TVonMySide
Citizens Remote Control Quick Guides

Cellular

Android Basics

Computers

Mac Basics
Social Media Basics

Tech Home | Secure IT

Technical Support available 24/7 at 1-877-373-3320
Download SecureIT
Download Password Genie
Download File Hopper Plus

 

Support and Technical Assistance Resources are:

Trained in Citizens products and services

Competent in trouble shooting voice, data and video product and service needs

Available to provide real time assistance

Skilled in assessing customer needs and in walking customers through step-by-step procedures to get services back in working order

Accountable for recording and documenting customers service history (what worked, what didn’t work, what was the service need/what was the service resolution)

Proficient at assessing if service needs can be addressed via phone or internet troubleshooting or if a trained service technician needs to make a visit to your location. If a visit to the customer location is required, service needs are dispatched in a timely fashion to field personnel at Citizens locations.

2013 FRS Glossary (PDF)

Citizens Quality Management

Citizens monitors reported support and technical assistance needs to assess quality, timeliness, competencies and customer service delivered. Citizens works to maintain quality service and to improve on the customers experience in using support processes.