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Residential Help Center

NorthState Help Center

Frequently Asked Questions

  • What can I do about unwanted robocalls?

    NorthState is very concerned about the number of suspected illegal and unwanted robocalls calls our customers receive and the potential harmful impact they can cause. Everyday, scammers use the telephone to try and trick people out of money or obtain access to personal information. To help you and your family avoid becoming a victim of unwanted and potentially unlawful robocalls, we encourage all customers to read the FCC’s tips and tools to combat robocalls.  Click on this link for details.

  • Will my phone service work during an electrical outage?

    If you have NorthState’s Fiber Voice service, electricity is required to power your phone. NorthState does offer a battery backup option. With a fully-charged battery, you will have 8 hours of backup battery power for emergency voice services, including Emergency 911 service. For an additional charge multiple batteries may be purchased to provide up to 24 hours of backup battery power. Please talk to one of our service representatives for more information about our battery backup option.

    There are a number of considerations to make as you consider whether or not to purchase battery backup service from NorthState.

    • Since your Fiber Voice service requires electric power to operate, during a power outage you will not be able to make or receive calls without a backup power source or an alternative like a cell phone.
    • The Battery Backup solution provided by NorthState is only intended to be used with NorthState’s Fiber Voice service and will not power cordless phones, other devices, including those that assist customers with disabilities or home security systems, or your Internet or TV service.
    • During a power outage, please use your voice service only for emergency calls to preserve your battery power. NorthState will not provide credits and is not liable for service interruptions due to power outages.
    • There may be other commercially available sources of backup power, such as a generator or an uninterruptible power source that may provide backup power for your voice service. Please consult the manufacturers of those types of devices for more information about their functions and capabilities.

    Click here for product specifications.

  • What is the Broadcast Surcharge on my bill?

    NorthState, as well as all TV providers, pays fees to broadcasters so we can televise their programming to you. Since 2014 the fees NorthState pays to broadcasters have increased almost 100% and these increases have come from practically all broadcasters. The Broadcast Surcharge paid by all NorthState video customers offsets a portion of those increases. We negotiate to keep these costs down and continually evaluate the popularity of channels versus the cost to carry them. By showing Broadcast Surcharge on your bill we want to be sure you’re aware of where these price increases come from. More information can be found at www.TVonmyside.com

  • What should I do if I am experiencing technical issues with Closed Captioning?

    If you are experiencing technical issues with closed captioning and require immediate assistance, please call 336-886-3600, email closedcaptioning@northstate.net, or fax 336-884-9339.

    Address written complaints to T. Pressley, Manager-External Affairs, PO Box 2326, High Point, NC 27261.

  • What do I need to do when moving within or into the NorthState service area?

    We make it easy to move into and within our service area. We have local, friendly, knowledgeable representatives ready to help make your transition go smoothly and ensure you have the services you need when you need them.

    Learn more about moving service or contact us for assistance.

  • Does NorthState offer accessibility features for disabled persons?


    Webmail Accessiblity: click on this link for details.

    Digital Content Accessibility: click on this link for details.

  • What does custom installation involve?

    If the existing wiring cannot be used in your home and you request more than the standard installation, the installer will advise you of the cost prior to doing the work required. A custom installation may require the installer to pull wires through the walls of your home. This is known as “fishing.” This process can be difficult and take considerable time to complete. Wall fishing can only be completed on walls that do not contain insulation. Depending on the construction of your home, there may be insulation in some interior walls. Your installer will advise you of your options prior to beginning your installation and provide you with an estimate of the services required.

    NorthState installers will not move or add outlets to rental properties without the written consent of the landlord or owner of the property. It is up to the subscriber to have all written permissions in hand at the time of installation. For more information about custom installations, call us at 336.886.3600.

  • What installation scheduling options do you offer?

    We respect your busy lifestyle. That’s why we offer flexible installation days and hours, including nights and weekends, with friendly techs that show up on time and work efficiently.

  • What should I do to prepare for installation?

    To provide you the best installation experience, we may ask you some important questions before scheduling your installation. Make a note of the locations of your existing cable outlets regarding where your TV and Internet hub will be located. Also, customers need to be present during the installation process. For more information, call us at 336.886.3600.

  • What kind of installation will I need for Fiber TV?

    There are two ways to have your Fiber TV installed: standard and custom. Standard installation includes using existing wiring in your home. Custom installation involves custom wiring. Most residences require standard installation.

  • What is fiber to the home (FTTH)?

    Fiber to the home is the fastest and most reliable technology available today to access the Internet. Below you can watch an informative video produced by the International Fiber to the Home Council explaining the many benefits of fiber.

  • Are Internet download and upload speeds guaranteed at all times?

    NorthState manages its network with the goal of delivering a fast, safe and uncompromised fiber Internet experience to all of its customers. We strive to provision a customer’s connection up to the maximum advertised speed, but actual speed experienced by the customer will vary based on multiple factors such as the condition of wiring inside a specific location, the electromagnetic interference on the customer’s line, general Internet backbone configurations, computer configuration, network or Internet congestion, and the server speeds of websites accessed. These variables can cause the fiber service to perform at less than maximum advertised speeds. For more information about how NorthState manages its network, please see Terms and Conditions.

  • How does fiber differ from cable?

    Fiber Internet and TV are delivered right to your home through light-speed signals over fiber-optic lines. The quality of the signal allows for faster Internet speeds and stunning HD picture. Cable is a compressed signal that transmits over traditional coaxial cable.

  • How do I find out if fiber is available in my neighborhood?

    To see if fiber is available in your area, check your address here. If fiber isn’t available, you’ll see a form to sign up for our mailing list. Signing up lets us know you’re interested. The more people who request service in an area, the better idea we have about where to bring fiber next.


Gigabit Fiber


Still need help?

Please send us a message using the form below, or call Technical Support at 336.886.3600.

NorthState is becoming Lumos

We’re changing our name from NorthState to Lumos. And bringing North Carolina and Virginia 100% Fiber Optic Internet that’s built from the ground up. With the fastest uploads. The fastest downloads. The fastest Internet, period.

Learn More

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