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Online Welcome Kit

Welcome to Auburn Essential Services! We appreciate your business and take great pride in offering the community a local, affordable option for best-in-class Internet, voice and TV services. Whether you're a new subscriber or a long-time AES customer, you can find a lot of helpful information about AES services in our Online Welcome Kit, including:

  • Various packages/options
  • Payment options
  • User guides
  • AES TV channel guide

If you can't find what you're looking for, contact our customer service team for assistance.

CONTACT US

Contact Us

Auburn Essential Services
Phone: 260.333.0100
Email: connect(at)auburnessentialservices.net

Enterprise Customers / Small Business Customers with Priority Support Membership can use the issued Priority Support Phone Number to page an on-call Support Specialist 24/7.

Live Chat

Live chat with Auburn Essential Services is available Monday - Friday from 7:30 am - 
4:30 pm EST.

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OUTAGE REPORTING & RESPONSE

Enterprise and Small Business customers who experience a loss of service should call AES 24/7/365 at 260.333.0100.   
 
Residential customers who experience a loss of service should call AES 7:30 am to 11 pm Monday through Sunday.
 
Select Option 1 “Experiencing a Service Outage.” If after-hours, an on-call support professional will be paged and respond quickly.

AES is a locally owned phone company with advanced technology.

Our soft switch provides customers with a myriad of phone feature options. AES phone services can accommodate traditional phone equipment and, at the same time, empower next generation phone devices and IP phone systems for customers wanting to take advantage of contemporary IP technology.

More information:

More information on the AES phone service can be found in the user guide below:

CALLING FEATURE AND VOICEMAIL USER GUIDE
AES offers different level packages with a variety of features, including:
  • Caller ID Services
  • Call Waiting
  • Call Transfer
  • Call Trace
  • Reminder Calls
  • Speed Calling
  • Outgoing Call Block
  • Three-way Calling
  • Find Me - Follow Me
AES uses advanced fiber optic cable and electronics—ensuring your broadband connection is always on and you have access to the fastest Internet speeds in the Midwest.

Bottom line: AES Internet is quick and reliable. And our scalable design means we're equipped to respond to future customer needs as well.

  • Broadband connection: Always on 24/7
  • Upgrades: As easy as contacting us—often done within minutes of service request
  • Internet speeds: 1.5Mbps up to 30Mbps download (Faster speeds are available.)
  • IP Address: Dynamically-assigned IP address, unless a static IP is ordered ($5/month rate).
AES offers three different Internet packages:

Internet service levels:

Enterprise Business Internet Data
  • Premium solution
  • Service Level Agreement
  • 24/7 priority support
  • Monitoring tools
  • IP address space
  • Symmetrical up/down speeds
  • Dedicated bandwidth
  • IP address: Net block of address space dependent upon needs
     



Small Business Internet Data
  • Optimal solution small and growing businesses
  • No contract
  • One free static IP address
  • Business support
  • Best effort bandwidth carved out for business users
  • IP address: One free statically assigned IP address upon request

 

Residential Internet Data
  • Superior consumer access
  • No contract
  • Best effort bandwidth designed for residential community
  • IP address: Dynamically assigned, unless a static IP is ordered ($5/month rate)
Troubleshooting Tips

While service issues are few and far between, AES has found that most issues can be resolved by the customer taking a few troubleshooting steps:

  1. Reboot/power cycle PC and/or Internet Router
  2. Disable/tune PC anti-virus software
  3. Check to ensure all cables are connected

If after working with an AES support professional on the phone, the issue is believed to be on the customer side of the demarcation point, AES can make a site visit at the customer request.

AES TV packages were designed to fit varying budgets and interest levels.

Regardless of the option chosen, AES guarantees a high-quality service at a competitive rate.

Programming Options

  1. Baseline Channel Packages: Classic 30
  2. Expanded Channel Packages: Essential 200 or Essential 270
Premier Subscriptions

If you choose one of the expanded channel packages, you may also add additional programming for a fee through a number of premier subscriptions, including Cinemax, HBO, Showtime, STARZ, Exclusive HD, NFL RedZone and optional Hispanic Channels.

Resources

Updated Channel Guide (4/4/17):

DOWNLOAD

Basic Set-top Box and Remote Control User Guides:

DOWNLOAD

TiVo Set-top Box and Remote Control User Guides:

DOWNLOAD TiVO SET-TOP BOX USER GUIDE
DOWNLOAD TiVO REMOTE CONTROL USER GUIDE
TiVO UNIVERSAL REMOTE CONTROL PROGRAMMING CODES
TiVO MOBILE DEVICE INSTRUCTIONS
AES has a multitude of payment options available.

Bank Drafting
By automatically withdrawing the funds from your bank account on the due date presented on the bill, you will avoid penalty fees, disconnect charges and possible service shut off.

To get started, download the ACH form, fill it out and bring it to our offices along with a voided, blank check.  

In Person
You can pay in person with a check, money order, credit card and/or cash in the AES office located at 210 S Cedar Street on the third floor.

Drop Off Box
If you are unable to pay during business hours, you can drop off your payment in the UT drop box located at 210 E Ninth St. Please include your AES bill stub when dropping off payment. All penalties and disconnect fees will apply if payment is not received by 4 pm of the due date.

Telephone
You can pay for your AES bill via telephone by calling 260.333.0100 and speaking with an AES representative. Note: All credit/debit card transactions will incur a 3% convenience fee (minimum $3), in addition to the billed amount due.

Online Billing
AES provides online access to customer billing, including account management, billing history, as well as electronic notifications and payments. Visit the AES website and click on the "eServices Portal" link, or contact AES to learn more. Please Note: All credit/debit card transactions will incur a 3% convenience fee (minimum $3), in addition to the billed amount due.

Auto Bill Pay
With this option, your bank will manually cut a check and mail it to us. The date we receive this check is the date we receipt in payment.

Television FAQs
Sun Fade—Predicted Potential Outage Times

Each spring and fall, cable and satellite companies experience a technical phenomenon called "sun fade." For a few days, the sun causes "solar interference" when it is in direct line behind a satellite that is sending signals to a receiving satellite dish here on earth. When the dish antenna is looking into the sun, the interference from the sun overrides the signals from the satellite. When this happens, an outage will likely occur.

Sun outages occur during the months of February/March and September/October and can last as long as 15 minutes a day and take place over a period of 15 days. At first, the outage is minimal, beginning as "pixelization" in the picture. Gradually, it worsens to the point of total outage. Once it reaches its peak, the interference will gradually decrease becoming less noticeable each day after. Some channels will experience "blocks" or "freeze frames" in the picture before and after the peak times. These are the channels we receive digitally from the satellite.

This is a natural phenomena and a limitation technology can do little to prevent. Each satellite from which we receive signals will experience this interference at predictable times (see the schedule which follows). We apologize for any inconvenience this may cause you.

 

 

 

 

 

Updating your Channel List—TiVo Set-top Box

It's easy to add new channels or deselect channels that you do not receive, or which have content that you do not want to view or record from your Channel List. When you deselect a channel, it no longer appears when you channel up and down, and the programs on the channel do not appear in the Find Programs screen.

To select and de-select channels, perform the following steps:

  1. From TiVo Central go to Messages & Settings > Settings > Channels > Channel List.
  2. Use the UP and DOWN arrows on your remote to select channels you want to select or deselect.
  3. Press SELECT to add or remove the checkmark next to the channels.
  4. Continue doing this for all the channels you want to add or remove.

For more information, see the TiVo Online Troubleshooting Guide.




Updating your Channel List—Basic Set-Top Box

It's easy to add and delete channels from the Program Guide.

  1. Press MENU on your remote control to access the menu system.
  2. Use the up and down arrows on the remote to select the FAVORITES menu.
  3. Select the FAVORITES LIST you wish to modify (List1).
  4. Select EDIT CURRENT FAVORITE to change the channels in the theme.
  5. Use the ARROW buttons on your remote to select channels to add or remove.
  6. Select DONE, or hit the DONE button on your remote when you have finished making your choices.

For more information, download the Basic Set-Top Box User Guide.




Netflix, Hulu and Other Video On-Demand Options

Some TiVo® video-on-demand options are not available to AES subscribers. This currently applies to Netflix and Hulu.

Here’s why:

There are two different “types” of TiVo Digital Video Recorders (DVRs):

  1. Those that consumers can purchase at a local retail outlet
  2. Those that are provided by TV providers like AES, to their subscribers

Both TiVo DVRs do almost the same thing—except, as some of our subscribers have noted—provide access to some video-on-demand options like Netflix and Hulu programming.

TiVo has told us that much of the content available on Netflix and Hulu is owned by program providers that also supply system operators like AES with programming. Consequently, the program providers will not allow those apps to be placed in the DVR for conflict of interest reasons.

As we receive customer requests for Netflix and Hulu, AES is sharing them with TiVo to communicate customer interest in these on-demand applications. We will let customers know if these features become available in the future.

In the meantime, if you want to access programming from these sources, you have a few options:

  1. Visit the Netflix and Hulu websites for a list of supported devices—you may already have another device with their applications on-board.
  2. Download the YouTube and Amazon Instant Video apps available on the TiVo DVR—they include similar content.

 

 

 


 

 
 

What Subscribers are Saying

It was clear that our AES installers knew exactly what they were doing. The thick concrete walls were not an issue for them. They knew exactly how to deal with it. They took the time to do it right and didn’t leave a mess or anything behind. Everyone was very nice and professional.

- AES Customer Chris Bolinger
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