Frequently Asked Questions

Below are frequently asked questions we have received from our customers. This page is currently under construction. If you have any suggestions of questions that we could add to this page, please feel free to submit one here.

Accounts and Billing

There are a few ways to pay your bill. 

  1. You can log into to the SmartHub site by clicking the "Pay My Bill" link at the top of the page. 
  2. You can download the SmartHub app on your smartphone. 

    App Store (iOS)

    Google Play (Android)

  3. You can pay your bill in person at the Continental Divide Electric Cooperative office at 200 E. High St. Grants, NM 87020. 

Red Bolt Broadband offers e-billing and e-payments online through SmartHub. To pay online using e-billing or e-payments, open SmartHub by clicking on the "Pay My Bill" link above and follow the on-screen instructions. 

You can also download the SmartHub App by clicking the links below while using your smartphone. 

App Store (iOS)

Google Play (Android)

Your first Red Bolt Broadband bill is going to be more than every bill subsequently after. 
The reason for this is because we generate Red Bolt Broadband bills every first of the month. 
We pro-rate your first bill from the date you were connected until the end of the month. 
We also bill on the first for the current month. This means that the pro-rated amount will be added to and billed along with the current month's bill. 

To report a Red Bolt Broadband internet outage please call, (844) 571-0733

Affordable Connectivity Program (ACP)

The Affordable Connectivity Program (ACP) is a Federal Communications Commission (FCC) program that replaces the Emergency Broadband Benefit Program (EBB Program) to help low-income households pay for internet service and connected devices.

If your household is eligible, you can receive:

  • Up to a $30/month discount on your internet service
  • Up to a $75/month discount if your household is on qualifying Tribal lands
  • A one-time discount of up to $100 for a laptop, tablet, or desktop computer (with a co-payment of more than $10 but less than $50) (NOT APPLICABLE WITH RED BOLT BROADBAND)

Only one monthly service discount and one device discount is allowed per household. To receive the connected device discount, consumers need to enroll in the ACP with a participating provider that offers connected devices (Note: not all internet company offer device discounts.) The internet company will provide the discount to the consumer.

Receive Your Benefit

1 Check if You Qualify

See if your household fits into any eligible categories

2 Apply for the ACP

Choose how you want to apply and submit all necessary documents
Apply Now

3 Find a Company Near You

Use our search tool to find a company that offers ACP discounts

Consumer Protection- Enrollment Notifications

  1. The ACP is a government program that reduces broadband internet access service bill.
  2. The household may obtain ACP support broadband from any provider. 
  3. the household may apply benefit to any service with same Terms & Conditions.
  4. Provider may disconnect the household's ACP service after 90 consecutive days of non-payment.
  5. Household will be subject to non-discounted rates and Terms & Conditions upon de-enrollment. 
  6. Household may file a complaint with FCC
  7. Consent to transmit data to NLAD 

Installation

 

Installation

All Red Bolt customers have access to unlimited data usage and the option of renting a router for connectivity.

Utilizing our router option ensures that a customer receives the symmetrical speeds that only direct Fiber-To-The-Home (FTTH) is capable of providing. And, if you have any issues with our router, CDEC will replace it at no additional cost.

A typical service installation of Red Bolt Broadband consists of these three steps, which correspond with the photos to the left:


1. When you sign up for service, one of our meter technicians will go to your service location and install necessary equipment to your electrical meter base.


2. Next, a contractor will place a fiber-optic line from the service pole to your meter, connect the fiber-optic cabling and install the optical network terminal that delivers service to the router.


3. Finally, an install crew will connect the internet cable to the inside of your home and set up your router (if you have taken advantage of CDEC’s router). Before the installer leaves, they will test your internet connection and speed.

Contractors

CDEC is contracting with companies to assist in jump-starting construction of our new, voluntary high-speed internet service.

All of CDEC’s Red Bolt Broadband contractors work Mondays through Fridays (between dawn and dusk) and carry CDEC-issued ID badges with employee names and pictures. They carry a CDEC “Letter of Authority,” giving these contractors access to our power lines and equipment, including electric meters. They also travel in vehicles that display exterior signs, identifying them as a contractor with Continental Divide Electric Cooperative, Inc.

Once you submit an agreement and we are ready to complete the in-home installation, we will contact you to schedule a time for install. 

Click the link below to fill out the Landlord Consent Form for your property. If you own multiple properties, please list all addresses you would like to give Red Bolt Broadband permission to install. 

Landlord Consent

 

Plans

Recommended internet speeds vary for different tasks online. 

Netflix recommends an internet connection of 5 Mbps to stream in HD or 25 Mbps to stream in 4k. 
To put this in perspective, you can stream 4 TVs in 4k resolution using Red Bolt Broadband's lowest tier package. 
 

If you are connecting IP security cameras to your broadband service, a normal high definition IP camera will use around 10 Mbps of your connection. With this calculation you can connect up to 7 cameras to your 100 Mbps network without lagging.

Each device is a little different from the next. An older phone, tablet or computer may not be capable of handling 300 Mbps or 1 Gbps speeds. You will have to check your device's user manual or look up the capabilities of your device on the manufacturer's website.   

There are many reasons to upgrade your service plans but there are reasons to check with tech support before upgrading. 

  1. If you are experiencing slow speeds, buffering, or lagging: If you are having issues with your internet speeds, you may need to upgrade however, you may also be having issues that a simple power cycle may solve.
  2. When in doubt, run a speed test: Go to speedtest.net and run a speed test. If you are not receiving the speeds you are paying for, call our tech line at (844)571-0733.
  3. If you are still experiencing lagging, buffering or slow speeds, click here and fill out the upgrade form. 

We make it easy to sign up even if you need to provide documents like, a phone bill, photo identification, or other documents. 

All you have to do is click the link below and follow the on screen steps to upload your documents. 

If you need any help with this, please give us a call at (505) 658-2487 or toll free at (844) 571-0733.

File Upload Form

Streaming

Streaming is the ability to listen to music, watch video, or watch live television or movies via the internet. 

*Red Bolt Broadband does not provide customer support for television or music streaming apps or services.

In order to view local live channels, you must subscribe to a streaming service that provides live local channels, such as Hulu, YouTube TV, or other services that support live TV.

*Red Bolt Broadband does not provide customer support for television or music streaming apps or services.

Streaming devices allow you to use your internet connection to connect to streaming services. Your TV may come with these types of devices built in, making your TV a Smart TV. 

If your TV is a Smart TV, you may only have the ability to use the apps that come pre-loaded on your TV.

You can purchase separate devices to either expand your Smart TV's capabilities or to access the streaming apps from your regular TV. 

Streaming devices include Roku, Amazon Fire, and Google Chromecast, just to name a few. 

*Red Bolt Broadband does not provide customer support for television or music streaming apps or services.

Support

CommandIQ® App enables you to monitor and control the devices that connect to your home or business Wi-Fi network. Features include parental controls, guest networks, network security, and more!  

 

  1. Download the CommandIQ® App.
                                                                                                         
  2. Tap Let's Get Started.
        
         
            
  3. Enter your personal information. The password you enter here will be used to access the app. This is not the login and password for your Wi-Fi. Please wait at least 10 minutes after your router has been ‘turned up’ before attempting step four.
        
        
           
  4. Your system will have a metal plate on the side or bottom. Tap the icon and scan the QR code that appears within the app. Alternatively, you can enter the MAC Address and Serial Number also found on that same metal plate.

         
        
  5. After the scan is complete,  you may be asked to enter your account number. 

          
        

  6. Set up your Wi-Fi.  


          
        
    •    If you already have Red Bolt-managed Wi-Fi set up in your home, enter your current login and password to proceed. Please note that if you enter a new SSID and password, you will need to update it on all your devices as well. 


    •    If you are setting up Wi-Fi for the first time, name your network and create a password. If you have are having issues with the app, please call us at 844.571.0733

"routers"

To report a Red Bolt Broadband internet outage, please call 1.844.571.0733