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Billing

Are auto-payments available with Sunset Digital?

Yes, Sunset can set up to receive your payment automatically from any major credit/debit card, or from your bank account. Simply download and complete the form here, and return to:

Sunset Digital Communications
PO Box 405
Duffield, VA 24244

You may also email the completed form to invoicing@sunset-fiber.com

What payment options are available with Sunset Digital?

Sunset Digital accepts check and money order via mail, phone pay with any major credit or debit card, and auto-pay is also available via check or credit/debit card.

How will I receive my Sunset bill?

Sunset will send your invoice via email or postal mail. To change your invoice delivery method, simply call Sunset Billing at 877-318-6368.

How can I set up auto-pay?

Simply download and complete the form here, and return to:

Sunset Digital Communications
PO Box 405
Duffield, VA 24244

You may also email the completed form to invoicing@sunset-fiber.com

How are upgrades handled with regards to my invoice?

When upgrading your Sunset services, your next invoice will be pro-rated to reflect the upgrade as of the date that the upgrade is completed.

How are downgrades handled with regards to my invoice?

When a service downgrade is requested, services will continue at the current service level until the end of the current billing cycle. On the last day of your current billing cycle, services will be downgraded, and your new invoice will reflect the new service level.

Do you charge for phone payment?

Payments via credit/debit card of less than $500 will not incur a convenience fee.

Can I pay my bill online?

Online payment is not yet available for your Sunset invoice.

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General

Can you fix my computer or printer?

Sunset Support technicians have specialized training in supporting Sunset Internet, Phone, and IPTV services. Due to the numerous types of technology and various manufacturers and models of these devices, Sunset Support Technicians are not authorized and will be unable to assist with issues not directly related to your Sunset services.

What is wire maintenance, and do I have to purchase it?

Wire maintenance service by Sunset protects you from the cost of damage to your Ethernet wiring. If your wiring is damaged, Sunset will visit onsite and complete the repair at no cost. This service is required for any bundle package (2 services or more).

What happens if I have a problem with my service outside of business hours?

If you should have an issue outside of our normal business hours, leave Sunset Support a voice mail at 877-318-6368 or email sunsetsupport@sunsetcom.net. This voice mail and email is monitored, and your call or message will be returned as soon as practical.

Does Sunset offer web hosting?

At this time, Sunset Digital Communications does not offer any type of web hosting. There are many options available, many of them free!

Does Sunset offer any discounts or promotions?

Sunset Sales is always working to provide the best services at the best prices. You should contact our Sales Team at 877-318-6368 to hear about our latest offers!

Can I get a Sunset email address?

Sunset does offer free email services for their Sunset Internet Subscribers. Level 1 customers receive two free sunsetcom.com addresses and Level 2 and Level 3 Subscribers receive five free sunsetcom.com addresses. Please contact Sunset Support at 877-318-6368 for setup and assistance.

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Internet

Does Sunset offer anti-virus/anti-malware service?

Sunset Digital Communications does not offer any type of free or discounted anti-virus service, and does not offer this service for sale. We recommend you speak with your local, trusted PC Technician for recommendations on anti-virus and anti-malware software.

Do you have any data usage limits on Sunset Internet?

No, there are no data limits or restrictions on Sunset services. With Sunset Internet, there is no worry about data limits, fair access policies or overage charges, it is a truly unlimited use service.

Do I need a wireless router?

When your Sunset Installation Technician completes your install, you will have access to one active and usable Internet Ethernet port. If you have multiple devices that you want to have access to the Internet, you will need a wireless router. If you choose to lease a wireless router from Sunset, Installation & setup of your new wireless router is included, or if you are comfortable installing the router yourself, you may choose to purchase from any major electronic retailer.

Do I have to lease a router from Sunset Digital?

No, Sunset Internet is compatible with any commercially available wireless router, built by virtually any manufacturer. Sunset provides wireless routers available for lease, and will install, configure, maintain, and password-protect these routers for you at time of installation for only $9.95 monthly.

Can I use Netflix or play games online with Sunset Internet?

Absolutely! Sunset is perfect for streaming online video/audio or gaming. We have no caps or overage charges, and our speeds are superior to competitor services.

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IPTV

Can I use the existing wiring in my home for SunseTV?

Our next generation IPTV Set Top Boxes utilize Cat5 (Ethernet) wiring, rather than a cable/coax connection. If your home is currently wired with Ethernet, it may be possible for your Sunset Installation Technician to utilize this wiring.

Why am I not seeing all of the channels on my SunseTV On-Screen Guide?

Most often, this is due to the “Guide” button on your SunseTV remote being pressed multiple times. Pressing the Guide button will cycle through different viewing options on your Guide, such as HD only, SD only, Subscribed, and All channels. The setting on your Guide can be found on the left side, directly above the channel column. For further assistance, please contact Sunset Support at 877-318-6368.

My SunseTV remote will not work with my TV, what should I do?

SunseTV remotes are compatible with almost all modern televisions available, however, there are some cases in which your SunseTV remote will not operate your television. You should call Sunset Support at 877-318-6368 to verify compatibility.

How many shows or movies will my DVR hold?

This depends largely on the type of content you are recording; HD content will require more storage space on your DVR Hard Drive. All SunseTV DVR Hard Drives have a 250GB capacity.

How many Set Top Boxes should I rent with my SunseTV service?

One Set Top Box is required for each television on which you would like to receive SunseTV.

How many programs will a SunseTV DVR record at once?

Sunset DVRs will record two streams at the same time, provided you are viewing one of the recording programs.

How are Video On Demand (VOD) charges billed?

VOD charges will be included on the invoice following the rental.

Can I purchase a Set Top Box to avoid the rental fee?

IPTV Set Top Boxes are not commercially available to the general public. The SunseTV service is designed to run specifically on the set top boxes we provide, so an outright purchase of this equipment is not available.

Are Set Top Box rentals a monthly cost?

Yes, the HD Set Top Box and HD DVR Set Top Box rentals are monthly.

Can I use Netflix or play games online with Sunset Internet?

Absolutely! Sunset is perfect for streaming online video/audio or gaming. We have no caps or overage charges, and our speeds are superior to competitor services.

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Residential

Will my security system work with Sunset Telephone service?

Many customers on the Sunset network utilize a variety of security solution providers without issue. Check with your security service provider if their services are compatible with VoIP service.

Can I keep my current telephone number when switching to Sunset Telephone Service?

In many cases, Sunset Digital can “port” your telephone number from your current provider to Sunset. There are some instances, however, where porting service may not be available. If a number is able to be transferred, there is a $10 port fee added to your first Sunset invoice. You should contact Sunset Sales at 877-318-6368 to see if your number is able to be transferred.

What will it cost to have Sunset services installed in my home?

Currently, we are offering no-charge standard installation. Additional charges may be necessary for non-standard installation (like special requests, wall fishes, etc.) Your Sunset Installation Technician will discuss any additional charges with you on the day of installation, prior to any work being started.

Can I use the existing wiring in my home for SunseTV?

Our next generation IPTV Set Top Boxes utilize Cat5 (Ethernet) wiring, rather than a cable/coax connection. If your home is currently wired with Ethernet, it may be possible for your Sunset Installation Technician to utilize this wiring.

Can I use Netflix or play games online with Sunset Internet?

Absolutely! Sunset is perfect for streaming online video/audio or gaming. We have no caps or overage charges, and our speeds are superior to competitor services.

How will I receive my Sunset bill?

Sunset will send your invoice via email or postal mail. To change your invoice delivery method, simply call Sunset Billing at 877-318-6368.

How can I set up auto-pay?

Simply download and complete the form here, and return to:

Sunset Digital Communications
PO Box 405
Duffield, VA 24244

You may also email the completed form to invoicing@sunset-fiber.com

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Support

What should I do if I have trouble with my Sunset Telephone service and cannot make a call out to contact Sunset Support?

If you are unable to make an outbound call to report an issue with your service, you may email sunsetsupport@sunsetcom.net.

I am having trouble with my Sunset voice mail, what should I do?

For any issues with your Sunset voice mail, please call Sunset Support at 877-318-6368.

Can you fix my computer or printer?

Sunset Support technicians have specialized training in supporting Sunset Internet, Phone, and IPTV services. Due to the numerous types of technology and various manufacturers and models of these devices, Sunset Support Technicians are not authorized and will be unable to assist with issues not directly related to your Sunset services.

What happens if I have a problem with my service outside of business hours?

If you should have an issue outside of our normal business hours, leave Sunset Support a voice mail at 877-318-6368 or email sunsetsupport@sunsetcom.net. This voice mail and email is monitored, and your call or message will be returned as soon as practical.

Why am I not seeing all of the channels on my SunseTV On-Screen Guide?

Most often, this is due to the “Guide” button on your SunseTV remote being pressed multiple times. Pressing the Guide button will cycle through different viewing options on your Guide, such as HD only, SD only, Subscribed, and All channels. The setting on your Guide can be found on the left side, directly above the channel column. For further assistance, please contact Sunset Support at 877-318-6368.

My SunseTV remote will not work with my TV, what should I do?

SunseTV remotes are compatible with almost all modern televisions available, however, there are some cases in which your SunseTV remote will not operate your television. You should call Sunset Support at 877-318-6368 to verify compatibility.

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Voice

Will my security system work with Sunset Telephone service?

Many customers on the Sunset network utilize a variety of security solution providers without issue. Check with your security service provider if their services are compatible with VoIP service.

Will my fax machine work with Sunset Telephone service?

Yes, but only if you have a dedicated fax line with Sunset. Sunset Telephone is a VoIP service, and can be configured to work as a voice line OR a data line, but not both.

Why do I have to dial 1 and the area code when using Sunset Telephone?

Much like a cell phone, it is necessary to dial 1 and the area code for any calls made from a Sunset phone number, even if the number being dialed is a local call. This is an inherent trait of Sunset voice service. All nationwide calls are free, however, so Sunset voice subscribers will not be billed for long distance to a domestic number.

What should I do if I have trouble with my Sunset Telephone service and cannot make a call out to contact Sunset Support?

If you are unable to make an outbound call to report an issue with your service, you may email sunsetsupport@sunsetcom.net.

What other features are included with the Sunset Telephone service?

Sunset Voice services include call waiting, caller ID, three way calling, and voice mail, at no additional charge.

I am having trouble with my Sunset voice mail, what should I do?

For any issues with your Sunset voice mail, please call Sunset Support at 877-318-6368.

Does Sunset include long distance with the flat rate telephone?

Yes! Sunset Voice services include nationwide, unlimited long distance. For international calling, please speak with Sunset Sales at 877-318-6368.

Can I keep my current telephone number when switching to Sunset Telephone Service?

In many cases, Sunset Digital can “port” your telephone number from your current provider to Sunset. There are some instances, however, where porting service may not be available. If a number is able to be transferred, there is a $10 port fee added to your first Sunset invoice. You should contact Sunset Sales at 877-318-6368 to see if your number is able to be transferred.

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