FAQ

Internet

Is there a data cap for Internet service?

Yes, the usage data caps are as follows: 10 Mbps speed tier is 250 GB; 20 Mbps speed tier is 400 GB; 50 Mbps speed tier is 500 GB; 100 Mbps speed tier is 750 GB; 200 Mbps speed tier is 3000 GB; 50 Mbps speed tier is with Video 750 GB; 100 Mbps speed tier is with Video 1024 GB For business accounts, all speed tiers carry a 3000 GB data cap.

What is Zito WiFi and how do I use it?

Wireless hotspots that are located in areas where customers spend time working, relaxing, shopping, and socializing. Locations are near popular community areas and in your favorite local businesses. Connect your Wi-Fi devices to the hotspots to save on data usage. See Zito Wi-Fi a for more information and for instructions on how to register and connect.

How do I access my Zito email account?

You can access your Zito email in (My Zito – Check Email). Use your Zito Media email address and password. If you need help contact customer support at support@zitomedia.net or 1-800-365-6988.

Can I use my own equipment?

Yes, as long as the equipment is compatible with the Zito Media network you can use your own. You can find a list of Zito approved modems and routers under the Internet page on the Zito website.

HOW DO I CHANGE MY Wi-Fi PASSWORD ON THE HITRON and ARRIS MODEMS/ROUTERS?

In order to change the Wi-Fi user name and password, you can do the following:

  1. Obtain a direct connection via Ethernet to the residential gateway
  2. Use your favorite web browser to go to http://192.168.0.1
  3. Use the following information to log in - Netgear, Arris: Username is admin, password is 'password' with no single quotes - Hitron: Username is cusadmin, password is 'password' with no single quotes
  4. Click on the wireless settings tab (It may be listed as just 'wireless'). It is at the top of Arris modems and the Hitron CGNVM and to the right on Netgear and Hitron CGNV2.

Inside this page you would be able to change the Wi-Fi SSID or password for your residential gateway.

IS THERE A WAY TO INCREASE THE WI-FI RANGE IN MY HOUSE?

If you call Customer Support, you can request a Moca Extender to increase the range of your Wi-Fi in your house. You can contact customer support at support@zitomedia.net or 1-800-365-6988.

Video

CAN I USE MY OWN EQUIPMENT?

You can use your own equipment for the Zito TV2GO app, such as a Roku, Android box, and TVs with Google play.

WHAT IS THE TV2GO AND TELEIOS CONVERTER?

The Teleios Gateway Converter is a box that connects to your TV to transform it into an Android device to provide access to the Google Play Store. The Zito TV2GO App can be downloaded from the Google Play Store. It works with Android, iOS, Roku, and Apple devices (EXCEPT Apple TV) and collaborates with your video subscription to offer extended video features. Being internet based, the app has automatic updates as long as you are signed into Google Play (Note: automatic updates not compatible with Roku). For more information visit the Video page under the Service Menu for more information.

What is Whole Home HD-DVR and how do I get it?

Whole Home DVR allows you to record a program on one DVR and watch it from any Set-Top Box in your house that is connected to your home network. For more information visit the Video page under the Service Menu for more information.

How is Whole House HD-DVR different from regular DVR?

With regular DVR, you can watch programs only from the DVR box where you recorded them. With Whole House HD-DVR, you can record your program on one DVR and watch it from any TV connected to your home network. For more information visit the Video page under the Service Menu for more information.

WHAT DO I NEED FOR THE ANALOG ELMINATION / DIGITAL CONVERSION?

TVs with MPEG-4 QAM tuners can pick up our expanded digital channel lineup and displays channel numbers and channel info, as well as each access numbers. Simply run a channel scan if your area has been changed to a digital lineup. If you do not have an MPEG-4 QAM tuner TV, you will have to purchase an iview box (universal DTA) for a one-time fee of $20 from Zito in order to pick up the digital channels. The ivew does not have a guide at this time.

WHAT SHOULD I DO IF MY CHANNELS ARE TILING OR HAVING ISSUES?

If you are experiencing issues with your channels, such as tiling or blank channels, check the signal on the DTA or Entone. You can contact customer support at support@zitomedia.net or 1-800-365-6988.

To obtain the tuner status on a Cisco DTA, you can do the following:

  1. Navigate to the channel you're having the issue with.
  2. Hold down the number 7 for approximately 5 seconds. It may appear that the channel will change but it will not.
  3. Use the arrow keys on the remote to go down to 'Tuner Status'.
  4. Provide the numbers next to 'Power' and 'SNR (dB)' to the call center representative.

To obtain the tuner status on an Entone DTA/DVR, you can do the following:

  1. Navigate to the channel you're having the issue with.
  2. Alternate pressing the 'dot' (or input, if your remote has one) and info button on your Entone remote.
  3. Press the number 2 for Tuner status.
  4. Please provide the information for column 'Tuner 1' to the call center representative. 'Power', 'SNR (dB)', and 'SNR Rating' are required.
Phone

What is Soft Phone and how do I use it?

Allows Zito customers to receive calls anytime, anywhere. Using a Wi-Fi or 4g network users can receive calls from their home phone on a smart phone and can be used on up to 2 devices. Visit the Phone page under the Service Menu for more information.

How do I access my phone voice mail account?

Two ways: You can access your voicemail in (My Zito – Check Email) or dial *11 on your home phone.

If you need help contact customer support at support@zitomedia.net or 1-800-365-6988. or 1-800-365-6988.

Can I use my own equipment?

Yes, as long as the equipment is compatible with the Zito Media network you can use your own. You can find a list of Zito approved modems and routers under the Internet page on the Zito website.

Service

How can I check the status of my appointment online?

Contact customer support at support@zitomedia.net or 1-800-365-6988.

Can I cancel or reschedule an appointment online?:

Yes, contact customer support at support@zitomedia.net or 1-800-365-6988.

What is seasonal status and how do I get it?

Seasonal status allows you to make your account dormant for a nominal fee without canceling your service. This allows you to keep your same phone number, email address, cable box and equipment.

An example of seasonal status would be phone or cable service in a vacation home that you only use during the summer months. Seasonal policies differ, so please contact a local customer service representative for more information or to turn seasonal status on or off.

To learn more about how seasonal status is handled in your area, please contact us at support@zitomedia.net or 1-800-365-6988.

How do I report cable theft?

Did you know that if someone in your neighborhood is stealing cable it can affect your cable service?

Cable theft reduces the quality of service you receive, can cause frequent disturbances or interruptions in your service.

It can result in higher service fees for honest, paying customers due to the theft's poor connection.

Even more serious is that lives can be endangered if the stolen cable is not properly installed, resulting in interference in airline navigation signals and even emergency service radio transmissions.

The Cable Communications Policy Act of 1984 "prohibits the unauthorized reception of communications service over a cable system." The Federal Communications Commission determined in November, 1994 that the use of cable descramblers not authorized by cable systems is a violation of federal law. Sentences in federal and state cable theft cases have ranged from probation to 16 years in prison. Fines and restitution have ranged from several hundred dollars to $2.7 million.

If you think you may be receiving services you are not paying for or if you have an unauthorized cable box, call your local Zito Media office today and subscribe the legal way!

How do I make changes to my Zito Media service?

You can add, downgrade, and cancel services (i.e., Internet, Phone, TV, etc.) by contacting us at 1-800-365-6988. Service change requests made via email or social media will NOT be processed.

What are your current promotions?

Promotions and pricing vary by location. The top promotions across the nation can be found on the Promotions tab of the website. Contact us at support@zitomedia.net or 1-800-365-6988 for the latest available promotions.

What are your installation fees?

Installation fees vary depending upon the services requested. Please contact us at support@zitomedia.net or 1-800-365-6988.

Is there a fee to use Zito Media equipment?

Equipment rental fees range from $2-$12 depending on the equipment in use.

What is Zito Media's disconnection policy?

You may request that your cable service be disconnected at any time. To avoid further liability, all equipment must be returned to Zito Media at the time of disconnection. If you're in a contract there is a $20/month charge per remaining month on your contract.

Do I have to sign a contract?

We offer short term “no contract” promotions, typically for 6 month promos, as well as 2-year agreements with contract to lock in the promotional pricing.

WHAT HAPPENS IF THE ACCOUNT OWNER PASSES AWAY?

Upon receipt of a valid death certificate, the account can be cancelled and any balances will be forgiven. Cancellation fees will be waived.

Billing

Can I view my bill online?

Yes, you can view your bill statements online through My Zito.

  1. Select Pay Bill
  2. Login using your email and email password
  3. Click view latest bill under Billing in the left side menu

*First time users may need to register to access billing information

How much will I pay once my promotion has ended?

After the promotional period ends, you will be charged the standard rate that is in effect at that time. For more information on current promotions and details, visit the Promotions tab of the website.

I lost my current statement; where do I mail my payment?:

Zito Media
102 South Main Street
PO BOX 665
Coudersport, PA 16915

Why doesn’t my last payment show on my bill?

Your payment may have been received after your bill was printed. For up-to-date information on received payments, contact customer support at support@zitomedia.net or 1-800-365-6988.

Why is my bill more (or less) than usual?

There are various reasons why this might happen:

If you’ve recently changed your service, pro-rated charges may be shown on your bill. Pro-rated charges are partial month charges and ensure that you will only be charged for the number of days the services were used for that billing period.

If you’ve recently changed your service, pro-rated charges may be shown on your bill. Pro-rated charges are partial month charges and ensure that you will only be charged for the number of days the services were used for that billing period.

If your service was just installed, you might see one-time fees included for installation or activation of services. Your promotional price may have changed, as a result your monthly charge could be different than what you expected.

What if I am late paying my bill? Do I get charged a late fee?

Yes. You will be assessed a late fee for payments not received on time. For additional information on late fees, please contact us at support@zitomedia.net or 1-800-365-6988.

How can I pay my bill?

You can pay your bill through a variety of options, including autopay, online through My Zito Bill Pay, in person, by phone, or by mail.

Note: The following forms of payment are accepted regardless of how you choose to pay your bill:

Credit cards: Discover, MasterCard, and Visa

Debit cards: MasterCard or Visa

Other

What is Identity Theft and how do I protect myself?

Identity theft and identity fraud are terms used to refer to all types of crime in which someone wrongfully obtains and uses your personally identifiable information such as your name, Social Security number or credit card number.

If you are a victim of identity theft, take the following steps immediately.

  1. Keep detailed records of your conversations and copies of all correspondence.
  2. Review your credit report and contact the credit bureaus for assistance.
  3. Contact your bank to review account activity and ask about fraud protection.
  4. File a report with your local police or the police in the community where the identity theft took place.

What if a Zito Media technician accidentally breaks or damages my equipment?

Please contact us for information on what to do at support@zitomedia.net or 1-800-365-6988.

What do I do if my home is burglarized and my Zito Media equipment is stolen?

The subscriber is responsible for the cost of the equipment; however, homeowner's or renter's insurance may cover the loss.