Try to Fix Issue Yourself, First
As an LCWA member, you are also a volunteer. So, at a minimum, we hope you will volunteer to self-help and attempt to fix your own in-house internet, when you can.
First, here are some debugging steps you can take to identify the issue.
Or go to www.lcwireless.net and click the Member Support button to see other ideas on fixes. For example, you’ll see there some tips on fixing a router or installing a new router.
If you Cannot Fix the Issue Yourself
Sometime issues are beyond what you can do, and you need support from us.
Here are some ways to reach us for support:
#1 Listen to the Network Status Recording
First, listen to the network status recording (800-536-6149 option 1) and determine if we’ve identified an outage or issue that is affecting your area. If there is, please don’t leave a trouble ticket or ask us to call you with updates—we are working on a fix and we will update that recording as soon as we know more.
#2 Email and Leave a Trouble Report (Best)
If you do have a technical issue specific to your home, write an email to: tech.support@lcwireless.net (if you have access to email.) This is the best way to contact us and the most likely to get a quick response. Note that we reply by email unless you tell us explicitly that getting email is impossible for you. Calling takes longer and if we have to call it may take us a while to get back to you.
#3 Call and Leave a Trouble Report
If you absolutely cannot access email, then call 800-536-6149 and select option 2 and record your message.
#4 If you have a Billing Question
However, if you have Billing questions, instead send an email to billing.help@lcwireless.net
#5 New Membership Requests: Use our Online Form
If you have a friend who wants to join, tell them to use the New Member Form on our website. It’s the best way to make sure they get a prompt and accurate response. Calling and leaving a recorded message is not as good because it’s often hard to hear the details or to collect the right information. The form also avoids phone tag.
#5 Come to a Saturday Coffee Meeting
If you want to meet volunteers face to face, come to one of our Saturday morning coffee meetings. Learn more at this link.
Support Contact Methods that Do Not Work Very Well:
There are a few methods people use that do not work well and lead to delays in us getting back to you (or lead to a complete lack of communication).
Facebook Is Not Ideal
- Making a *post* to our Facebook site is the worst. We generally don’t see those.
- Also, leaving a Facebook *message* is not ideal because we don’t monitor that inbox daily.
Leaving Comments on News Articles Doesn’t Work
We write lots of articles on our News blog. However, leaving a comment on an article asking for support does not work. We only look at those comments occasionally.
Using Our Other Email Addresses Is Not the Best
Replying to your LCWA monthly invoice email with a trouble report doesn’t work well for technical issues as that goes to our billing contractor who is not on-call to monitor urgent technical problems. That does work well for billing questions, however.
Or emailing (or calling) a person you happen to know in the volunteer team can lead to delays—they might be out of town and in general they are not expected to offer on-call support.
Rather, the only email address to use for technical support is this one: support@lcwireless.net.
Conclusion
So, best is sending an email to support@lcwireless.net. If you have no email, then calling the 800 can work.
Learning how to do self-support, when you can, is best because it’s your fastest solution and it builds confidence that you can support yourself. So for that, go to our new website; go to www.lcwireless.net and click the Member Support button.