Customer Service

At Trans-Video, we pride ourselves on providing the kind of local, dependable customer service that only comes from neighbors helping neighbors. Please give us a call or use the form below to contact us with any question you might have. We will be happy to help in any way that we can.

General Inquiries

For Sales and Support, call (802) 485-3811
Mailing address: 56 Depot Square, Northfield, VT 05663

Technical Support Services
We offer technical support seven days a week.

Business hours (8:30 a.m. – 5 p.m.), call: (802) 485-3811
After hours, nights and weekends, call: (866) 364-5002

Before you call technical support, we recommend that you reboot your system (either cable or Internet) to see if the problem persists. You may be surprised to learn how often a simple reboot can solve many issues.

CABLE TROUBLESHOOTING TIPS

Turn off your set-top box and television. Unplug the television from the power source at the wall outlet. Wait one minute, and turn everything back on. You may need to wait several more minutes for the system to reboot. If the problem you are experiencing still persists, please call us.

INTERNET TROUBLESHOOTING TIPS

First, did you review the Connection Issues FAQs?

If yes, then go ahead and shut down your computer completely (not just a restart). Make sure the power is actually off and the computer is not simply in sleep-mode. Unplug your modem’s power cord. Wait one minute and plug it back in. When the top four lights on the modem are solid, turn your computer back on.

If the problem you are experiencing still persists, please call us.

Due to the many configurations of computers, the abundance of user-installed software and hardware, and the frequency of computer viruses, please be aware that technical support is provided for connectivity issues only. In other words, we make sure:

  • That the modem provided by us is working
  • That the network card and cable provided by us are working
  • That your Trans-Video email accounts are functional and secure
  • That our servers allow you to connect to the Internet

Trans-Video wants to do everything we can to keep you online, but our help is limited to what is under our care and control. We can recommend qualified technicians to help you with other problems, such as software configuration issues, crashed or ‘broken’ operating systems, computer viruses, firewalls, etc.

If available, it would also be helpful if you had the following information when you call, which would have been provided at installation:

User ID/Email Address
Password
Operating System
MAC ID (printed on the back of your cable modem)