HELP & SUPPORT

INTERNET

Troubleshooting Tips

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Restart your modem and/or router
  1. Turn off the computer, then the router (if you have one), then the modem. Unplug the power cords for the modem and the router.
  2. Wait 30 seconds.
  3. Plug the power cord back into the modem FIRST, and wait for it to ‘initialize’ (let the light stop blinking).
  4. Plug the power cord back into the router, and wait for the light to stop blinking.
  5. Turn on your computer. You should now be able to access the Internet.
How to improve your WiFi connection
  1. The Ethernet cable for your modem or router should have a tight connection to the cable wall outlet and the port on your device.
  2. Your modem or router should be centrally located in your home, in an upright position, and away from walls, furniture, metal surfaces, microwaves, refrigerators, and televisions.
  3. enTouch modems provide two network signal options: 2.4 GHz and 5 GHz. The 2.4 GHz signal provides coverage at a farther distance but with slower speeds while the 5 GHz signal provides faster data rates at a shorter distance.
Check that your device supports your internet speed

To get the most out of your high-speed Internet and digital voice experience, we recommend the following for your computer system, which will give you the fastest speed and the most stable Internet connection.

Minimum Recommended System Requirements for Speeds up to 1 Gig
Operating System Windows: 8.1 (64-bit) Mac: OSX 10.8
Browser Windows: IE 11; MS Edge (Windows 10); Firefox 40.0.3; Chrome 44.0.2403 Mac: Safari 6.2.8; Firefox 40.0.3; Chrome 44.0.2403
Ethernet Cable Cat5e or Cat6 Ethernet cable for wired connection Note: Due to Ethernet overhead, actual download speeds are limited to 940 Mbps over a hardwired connection
Ethernet 10/100/1000 Gigabit Ethernet interface or adapter for wired connection
CPU/Processor Intel Dual Core i5 2.5 GHz or better or AMD Dual Core K 10 2,5 GHz or better
Hard Drive Space SSD recommended to achieve maximum download speeds of 64 GB or larger
Check that you're using the right wireless band: 2.4 GHz or 5 GHz
Many modern wireless networking devices can operate on two different wireless bands: 2.4 GHz and 5 GHz, often described as dual-band devices.
The biggest difference between the two bands is speed. Depending on the max speed your wireless router supports, the 2.4 GHz band supports up to 600 Mbps while the 5 GHz band supports up to 1,300 Mbps. The actual speed you receive will depend on several different factors such as congestion and range.
The 2.4 GHz band is often crowded with other WiFi enabled devices like baby monitors, garage door openers, security cameras, and more but supports longer ranges and transmission through walls and solid objects. It’s the better option if you need longer range on a WiFi device but band congestion can cause dropped connections and slower-than-expected speeds.
The 5 GHz band is usually much less congested which results in more stable connections and higher speeds but it uses shorter waves so it is less able to support transmission through walls and solid objects, resulting in less range.

How do I know which one to use?

Use 2.4 GHz: if the device does not require high speeds but needs to be stable from longer distances.
Use 5 GHz: if high speeds are your top priority and you’re close to the wireless router without a lot of interference from walls & solid objects.
Pro Tip: If you have a lot of WiFi devices in your home causing interference on the 2.4 GHz band, the 5 GHz band is a good solution.

Optimizing Internet Speeds

The internet speed you subscribe to is based on a wired connection. WiFi speeds may be less than your package speed based on numerous factors in your home, such as distance from your equipment, number of connected devices, and where your modem/router is placed in your home.

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General Speed Tips
  • If you own your own modem or router, check to make sure it is capable of receiving the internet speeds to which you are subscribed
  • Check to make sure your laptop (or other device) has the hardware and software needed to support your speed. (Click here for minimum system recommendations.)
  • Take the enTouch speed test here: speedtest.entouch.net
WiFi Speed Tips
  • Make sure your modem or router is in a centrally located area within your home
  • Be in close proximity to your modem or router when connecting wirelessly
  • If possible, connect via Ethernet for some activities as some activities will get better results when using a wired connection
  • Use newer generation devices as older devices will not be able to achieve the fastest possible speeds
  • Configure your router on the best network signal: either 2.4 GHz or 5 GHz
2.4 Ghz vs. 5 GHz
Many modern wireless networking devices can operate on two different wireless bands: 2.4 GHz and 5 GHz, often described as dual-band devices.
The biggest difference between the two bands is speed. Depending on the max speed your wireless router supports, the 2.4 GHz band supports up to 600 Mbps while the 5 GHz band supports up to 1,300 Mbps. The actual speed you receive will depend on several different factors such as congestion and range.
The 2.4 GHz band is often crowded with other WiFi enabled devices like baby monitors, garage door openers, security cameras, and more but supports longer ranges and transmission through walls and solid objects. It’s the better option if you need longer range on a WiFi device but band congestion can cause dropped connections and slower-than-expected speeds.
The 5 GHz band is usually much less congested which results in more stable connections and higher speeds but it uses shorter waves so it is less able to support transmission through walls and solid objects, resulting in less range.

How do I know which one to use?

Use 2.4 GHz: if the device does not require high speeds but needs to be stable from longer distances.
Use 5 GHz: if high speeds are your top priority and you’re close to the wireless router without a lot of interference from walls & solid objects.
Pro Tip: If you have a lot of WiFi devices in your home causing interference on the 2.4 GHz band, the 5 GHz band is a good solution.
Capabilities of Different Wireless Routers
The wireless standard of your router is the deciding factor on the actual speeds you will be able to reach in your home. If you are using an a, b, g, or older standard router, you should consider upgrading.
802.11: speeds up to 2 Mbps with a range of 20 feet indoors
802.11a: speeds up to 54 Mbps with a range of up to 75 feet indoors
802.11b: speeds up to 11 Mbps with a range of up to 150 feet indoors
802.11g: speeds up to 54 Mbps with a range of up to 150 feet indoors
802.11n: speeds up to 600 Mbps with a range of 175+ feet indoors
802.11ac: speeds up to 1,300 Mbps with a range of up to 75 feet indoors
Note: Range is affected by building materials; for the best wireless speed, your router should be centrally located

Frequently Asked Questions

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What internet speeds do you offer?

The lowest internet speed we offer is 40 Mbps down/5 Mbps up and the highest speed we offer is 1 Gbps down/1 Gbps up. Not all speeds are available in all areas but an enTouch sales rep can help you determine which speed is best for your needs and what speeds are available at your address. Click here to request more information about our internet speeds.

What is included with your internet plans?

All of our plans include at least 5 email address, either a dynamic or static IP address, and a modem and a Netgear router.

Do you offer an unlimited data plan?

Yes, the majority of customers do not exceed our 1 TB data plan but if you find that your household uses more than 1 TB of data in any given month, you can sign up for our unlimited data plan for $40 more per month. Click hereto request more information about unlimited data.

Can I purchase my own modem?

No, we cannot guarantee performance with a customer-owned modem. We have tested our modems and know that they perform well in customer homes.

Can I purchase my own router?

Yes, you may purchase your own router but if any issues arise that are due to the performance of a customer-owned router, you may be subject to a trip charge in the event a technician needs to come to your home to troubleshoot.

What if I experience an issue with my internet in the middle of the night? Will you be open?

Yes, we have technical support representatives available 25/7, 365 days per year to troubleshoot with you over the phone. In the event that a technician is needed to come to your home, they are available between 8:30 AM and 8:00 PM seven days a week.

How do I test my internet speed?

Go to speedtest.entouch.net to test your enTouch internet speed.

I’m not getting the speeds I am paying for over WiFi. What do I do?

There are a number of factors that can affect internet speeds including the type of connection you are on, the capabilities of a specific website, the equipment in your home, and the number and types of devices you are using. Best results come from a wired connection. Click here for tips on optimizing your internet speed.

What's the difference between 2.4 GHz and 5 GHz?
Many modern wireless networking devices can operate on two different wireless bands: 2.4 GHz and 5 GHz, often described as dual-band devices.
The biggest difference between the two bands is speed. Depending on the max speed your wireless router supports, the 2.4 GHz band supports up to 600 Mbps while the 5 GHz band supports up to 1,300 Mbps. The actual speed you receive will depend on several different factors such as congestion and range.
The 2.4 GHz band is often crowded with other WiFi enabled devices like baby monitors, garage door openers, security cameras, and more but supports longer ranges and transmission through walls and solid objects. It’s the better option if you need longer range on a WiFi device but band congestion can cause dropped connections and slower-than-expected speeds.
The 5 GHz band is usually much less congested which results in more stable connections and higher speeds but it uses shorter waves so it is less able to support transmission through walls and solid objects, resulting in less range.

How do I know which one to use?

Use 2.4 GHz: if the device does not require high speeds but needs to be stable from longer distances.
Use 5 GHz: if high speeds are your top priority and you’re close to the wireless router without a lot of interference from walls & solid objects.
Pro Tip: If you have a lot of WiFi devices in your home causing interference on the 2.4 GHz band, the 5 GHz band is a good solution.

enTouch Email

Using Your Webmail
Email Update Instructions
Configuring Email for Mobile Devices

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enTouch Speed Test


Test Your Internet Speed here.  speedtest.entouch.net

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Minimum System Recommendations

To get the most out of your high-speed Internet and digital voice experience, we recommend the following for your computer system, which will give you the fastest speed and the most stable Internet connection.

Minimum Recommended System Requirements for Speeds up to 1 Gig
Operating System Windows: 8.1 (64-bit) Mac: OSX 10.8
Browser Windows: IE 11; MS Edge (Windows 10); Firefox 40.0.3; Chrome 44.0.2403 Mac: Safari 6.2.8; Firefox 40.0.3; Chrome 44.0.2403
Ethernet Cable Cat5e or Cat6 Ethernet cable for wired connection Note: Due to Ethernet overhead, actual download speeds are limited to 940 Mbps over a hardwired connection
Ethernet 10/100/1000 Gigabit Ethernet interface or adapter for wired connection
CPU/Processor Intel Dual Core i5 2.5 GHz or better or AMD Dual Core K 10 2,5 GHz or better
Hard Drive Space SSD recommended to achieve maximum download speeds of 64 GB or larger

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Internet User Manuals

Netgear AC1200 Router User Manual
Netgear Nighthawk AC1900 Router User Manual
Arris TG3452 3.1 Modem User Manual

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VIDEO

How to Use the TiVo App

Before you can use the TiVo app, you’ll need to:

1. Make sure your smartphone or tablet is running the right version to download the app. Requires version 7.0 or later for iOS devices and version 4.1 or later for Android devices.
2. Download the latest TiVo app from the app store. It’s free!
3. Make sure you have a compatible* TiVo box connected to your home network and make sure your smartphone or tablet has WiFi turned on and that it is connected to the same network as your TiVo box.

Setting up the App
This one-time set-up process takes only a minute:

1. Launch the TiVo app. Sign in using your TiVo.com username and password. If you haven’t registered your TiVo account, visit www.tivo.com, click My Account, and sign up.
2. If prompted, select the primary TiVo box to use with the app. You can always switch to a different box later.
3. Follow the on-screen prompts to set up in-home streaming.

Streaming and Downloading Shows
To get to the My Shows list, tap “My Shows” at the bottom of the screen. There are two tabs on the My Shows screen.
1. Tap “On DVR” to watch shows from your TiVo box’s My Shows list even if you’re away from home. Tap the show’s title to watch it or download it.
2. When downloading a show, tap the show’s title, tap “Download” and choose a download quality.
3. Tap “On Tablet/Phone”, to see your recording added to the download queue. Shows available to watch appear at the bottom of the download queue. Tap “Watch Now” to watch a show.

 

*Streaming to the TiVo app will work on TiVo Q and Premier Series 4 and above. To check
your TiVo box’s series, follow the following steps:
1. Click TiVo Central Menu button
2. Select Setting and Messages
3. Select Account and System Info
4. Select System Information
5. Platform will display series number

Video on Demand

VOD Troubleshooting

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WatchTVEverywhere

First Time User or Have You Already Registered?


FIRST TIME USERS

Register Your Account

1. Go to www.watchtveverywhere.com

2. Select enTouch as your provider

choose entouch

3. Click register and enter your enTouch Account number, last name on your bill and verification code.

4. Fill in your user information and click Register

new user

5. You will receive an email with an activation link

6. Click the link and it will take you back to watchTVeverywhere to login with your user information.

7. Proceed to step #3 below.


REGISTERED USERS

1. Go to www.watchtveverywhere.com

2. Click Login and enter your email and password

3. A grid of logos will appear. These are networks you subscribe to and are available from watchTVeverywhere

grid of logos

4. Click on the network you would like to watch

A) You will need to either select enTouch as your provider OR click a section that has a Lock Icon lock to unlock content only available to Cable TV Customers through verified cable providers

B) Once one of the above is done, login again with your watchTVeverywhere user information

5. Enjoy TV whenever and wherever!

How-To Video for WatchTVEverywhere

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Frequently Asked Questions

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How do I order PPV?

To order PPV, tune to the channel the program will be on and scroll through to the correct day and time. Select the program, click Order and click Confirm.

Can I watch my video subscription on any device?

With the TiVo app, you can watch TV anywhere from your iPhone, iPad, or Android device. Watch recorded shows or in-progress recordings from wherever you are!

How to use the TiVo app:

Before you can use the TiVo app, you’ll need to:

1. Make sure your smartphone or tablet is running the right version to download the app. Requires version 7.0 or later for iOS devices and version 4.1 or later for Android devices.
2. Download the latest TiVo app from the app store. It’s free!
3. Make sure you have a compatible* TiVo box connected to your home network and make sure your smartphone or tablet has WiFi turned on and that it is connected to the same network as your TiVo box.

Setting up the App
This one-time set-up process takes only a minute:

1. Launch the TiVo app. Sign in using your TiVo.com username and password. If you haven’t registered your TiVo account, visit www.tivo.com, click My Account, and sign up.
2. If prompted, select the primary TiVo box to use with the app. You can always switch to a different box later.
3. Follow the on-screen prompts to set up in-home streaming.

Streaming and Downloading Shows
To get to the My Shows list, tap “My Shows” at the bottom of the screen. There are two tabs on the My Shows screen.
1. Tap “On DVR” to watch shows from your TiVo box’s My Shows list even if you’re away from home. Tap the show’s title to watch it or download it.
2. When downloading a show, tap the show’s title, tap “Download” and choose a download quality.
3. Tap “On Tablet/Phone”, to see your recording added to the download queue. Shows available to watch appear at the bottom of the download queue. Tap “Watch Now” to watch a show.

 

*Streaming to the TiVo app will work on TiVo Q and Premier Series 4 and above. To check
your TiVo box’s series, follow the following steps:
1. Click TiVo Central Menu button
2. Select Setting and Messages
3. Select Account and System Info
4. Select System Information
5. Platform will display series number

I don't have access to beIN Sports anymore. What happened?

Effective September 24, 2018, enTouch will no longer carry BeIN Sports. enTouch is committed to providing the most valued channels to our customers and we are exploring other Sports programming alternatives such as CBS Sports to add to our line-up by the end of the year.

VOICE

SECURITY

App User Guides

SecureConnect User Guide
Total Connect 2.0
AlarmAccount for iOS
AlarmAccount for Android
AlarmAccount for PC
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User Manuals

DSC PC5010
DSC PC1555 PC1555MX
DSC 1616/1832
CADDX NX 6
Honeywell Vista 15P & 20P
Honeywell Vista 10P
FBI XL 2T
Honeywell Tuxedo
2GIG

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How to Test Your Alarm

1. Have your master code (the 4-digit number you use to disarm the system) and password (the word you provide to our monitoring station when you need to cancel an alarm) handy. If you have forgotten your master code or password our customer service team can assist you @ 281-225-1000.

2. Contact our monitoring station at 281-225-1900, provide your password and request that they put your account in “TEST” mode for about 30 minutes. To avoid deployment of emergency services, you MUST put your alarm in “TEST” mode.

3. Once in test mode, trip the alarm. You can do this by activating a panic feature on your keypad, if equipped. Alternatively, you can arm the system, wait two minutes, open a window (or a door that is not set up with a delay, let the siren sound for at least 30 seconds and then disarm.

4. Place a follow-up call to our monitoring station to verify that we received the signal and to take the system off “TEST” mode.

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How to Use the AlarmAccount App

Now, you have the flexibility to access your alarm account information and make changes to contact information, view event history, and more – all from the convenience of your smartphone with the AlarmAccount app or your PC with the AlarmAccount web portal. No call to enTouch required!

With the new app, you can:
  • Cancel a dispatch for a false alarm
  • Receive alert notifications
  • Know the type of alarm
  • Place account in test mode
  • View alarm event history
  • Update contact information
  • Update your code word
To log in to the app, use your CS# and contact PIN (the code you give to the monitoring station in case of alarm).
Don’t know your CS#? Follow the steps below to find it or call us at 281-225-1000.
  1. Click here to log in to your alarm portal.
  2. Enter in your premise phone number or the email address associated with you account as your username.
  3. Use the code you give to the monitoring station when an alarm sounds as your password.
  4. When you are logged in, your CS# will be listed next to your name in the black bar at the top on the home screen.

If you have any questions, please do not hesitate to call our friendly tech support reps at 281.225.1000. They are always ready to help!

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OTHER

How to Refer a Friend

It pays to refer a friend to enTouch! If you love your service, let your friends know. To thank you for your referral, we’ll give both of you one month of service FREE!*

Just 3 steps to refer a friend!

  1. Tell a friend about enTouch.
  2. Your friend subscribes to enTouch and gives us your information (name, phone number, account number and address).
  3. You both receive a credit for a free* month of service and enTouch donates to the Houston Food Bank!

 

*Up to $150; excludes taxes and fees. Applied as a credit to the referring account after the referred entity’s information has been set up in enTouch billing system (referring account must be in good standing at the time of set-up). Referred customer’s credit will be automatically applied following 30 days of receiving enTouch services.

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GoCare

What is GoCare?

  • GoCare is a text message alert system that allows you to request account information, receive appointment alerts, and outage notifications
  • Faster and more convenient than calling the call center or logging into an account. Request your current balance or make a payment- all with the convenience of a text message!
  • Simple to use on any wireless phone. If you can open a text message, you can use GoCare!
  • There is NO CHARGE from enTouch.
  • GoCare is two-way communication- you will receive no more than 6 messages each month from enTouch but you can request information as many times as you want- all for FREE!

Text Keywords

  • ENTOUCH– Opt-in to service; please have account information handy
  • BAL– Obtain your balance and due date
  • PAY– Confirm your most recent payment and the date it was posted to your account
  • DUEDATE– Confirm your next payment amount and due date
  • APPT– Confirm scheduled appointments with option to CONFIRM or CHANGE
  • OUTAGE– You will be asked about details of your outage and offered the opportunity to speak to a customer service representative
  • HELP– Receive a text reminding you of these keywords you need to access your account information
  • STOP– Opt-out of the GoCare service and stop receiving alerts on your phone

Click here for more information or to opt-in to GoCare.

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Autopay and Paperless Billing


Autopay

How to Sign Up:

1. Login to your enTouch Account.

Auto Pay Step 1

2. You will see your Account Summary page.

Auto Pay Step 2

3. Click the Payment Methods tab to add a credit card or bank account.

Auto Pay Step 3

4. Click the Add a Credit Card tab or the Add a Bank Account tab.*

Auto Pay Step 4

*Once you add a credit card or bank account to your account, click the Recurring Payments tab and set your payment method for recurring payments monthly. You can choose the date you want the payments drafted from your account.

Click here to sign up for Auto Pay. 
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Paperless Billing

Ditch the hassle of paper bills and sign up for enTouch Paperless Billing. It’s convenient, easy, and FREE! When you sign up, you’ll get a one-time $5 bill credit* and a $0.50 bill credit on every bill thereafter!

Click here for sign up for paperless billing. 
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What is my Secret Code?

The secret code to register for online payments is 028 and the last four digits of the phone number associated with your account.

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How to Contact enTouch

SOCIAL MEDIA





CALL

Residential Sales
281.225.1402

Residential Customer Service (Technical Support, Billing, Disconnects)
281.225.1000

Alarm Monitoring Station
281.225.1900

Commercial Sales
281.225.5502

Commercial Customer Service (Technical Support, Billing, Disconnects)
281.225.0593

Click here to email us. 

Service Terms & Agreements

NOTICE REGARDING WEBSITE AND PRINTED MATERIALS – ERRORS AND OMISSIONS enTouch Systems, Inc. (ETS) does not warrant that information, graphic depictions, product and service descriptions or other content on our website or in printed material will be accurate, complete, reliable, updated, current, or error-free. Despite our best efforts, it is possible that a price for a product or service offered on our site or in a printed advertisement may be incorrect or dated. In the event ETS determines that a product or service contains an inaccurate price or description, ETS reserves the right to take any action it deems reasonable and necessary, in its sole discretion, to correct the error, including, and without limitation, canceling your order, unless prohibited by law. ETS may make improvements or changes to any of its content, information products, services, or programs described on its website or in printed material at any time without notice.

Click here for full service terms.

Maintenance Work

enTouch has a window of time set aside for scheduled maintenance, between the hours of 2:00am and 5:00am. Maintenance work typically involves upgrading equipment, repairing or replacing network components, or simply testing different aspects of our service. Occasionally, maintenance work involves brief, planned service outages. If you experience a lengthy outage at any time, especially extending beyond 5:00am, please contact Customer Service at 281-225-1000.

Regulatory Information

ETS Telephone Company, Inc. d/b/a enTouch Systems

  • Comcast Phone of Texas, LLC, Docket 36263, October 29, 2008
  • New Cingular Wireless PCS, LLC and its Commercial Mobile Radio Service Operating Affiliates d/b/a AT&T Mobility, Docket 40329, May 3, 2012
  • Sprint Spectrum, L.P. and Nextel Texas, Inc., Docket 37611, November 13, 2009
    • Amended October 26, 2012, Docket 40851
  • T-Mobile USA, Inc., Docket 36110, September 29, 2008
    • T-Mobile West Corporation, Amended Docket 40530, July 17, 2012
  • tw telecom of Texas, LLC, Docket 39161, March 11, 2011
  • Verizon Wireless, Docket 37146, July 9, 2009

http://www.puc.state.tx.us

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