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We want you to have the best possible experience with your Silver Star services. Our highly trained Customer Service and Service Center teams are here to help keep you up and running.
Please choose from the options below. If you do not find a solution to your support question, please contact Technical Support in our chat.
General Troubleshooting Tips
- Turn off the power to your router and wait 30 seconds before reconnecting.
- Make sure the phone line from your router is firmly plugged into the phone jack.
- Ensure that there is a filter on all devices plugged into phone jacks including: phones, answering machines, fax machines, satellites, etc. except modem/router.
- If using a splitter/filter, make sure that the cord from router is plugged into the DSL side of the splitter.
- Try bypassing the splitter and plugging the line from the router directly into the phone jack.
- If on fiber optics or using a separate modem, try bypassing the router and plugging computer directly to ethernet cable.
- For wireless information, including SSID (Wireless connection name) and security key or passphrase, look at the sticker on the bottom of the router where there is information that contains the router’s IP and log in information.
- Do not press the Reset Button on the back of the router. If you have pressed the reset button on the router contact Technical Support to help reprogram the router.
Home Zone App
Recommended Security Practices
Don’t be an easy target for individuals looking to access your personal information to use for their own illegal purposes. Viruses and Spyware programs are being created at an alarming rate. To help secure your computer and protect your personal information, Silver Star offers several recommendations.
- Choose to use a router provided by Silver Star, which will have a built-in firewall.
- Create and use a password with your SSID network name
- Stay current on operating system updates
- Enable host firewalls with recommended settings
- Install anti-virus software and use automatic updates
- Backup all critical data using an external drive
- Disconnect the drive from your device after files have been transferred
- Use long passwords that contain numbers, letters, caps and special characters
- Use a password application to manage multiple, complex passwords
Educate all home users on the potential of malicious software through web browsing, email attachments and email hyperlinks. Feel free to contact Technical Support for help.
Tips to Improve Your Internet Experience
Check your router settings
Your router is equipped with two different frequencies, also known as dual band. 5 GHz allows for faster speeds and shorter distance, 2.4 GHz allows for slower speeds and longer distance. 5GHz is the optimal choice for streaming devices, such as smartphones and TVs. It helps alleviate network congestion on the 2.4 GHz frequency. Use your router’s app to make sure each device is on the optimum frequency. If you need help downloading the app for your router, reach out to Technical Support.
Consider Updating Equipment
Outdated devices operate in older software versions that can cause high levels of interference and do not allow you to take advantage of current Wi-Fi speeds. Mixed generations of gaming consoles can also cause issues.
Be aware of signal obstructions
Physical obstructions in homes such as brick walls, cement walls, mirrors, metal frames or siding, and some types of flooring, can reduce the range of a Wi-Fi network by 25% or more.
Reduce Battling Wi-Fi Devices
Multiple wireless devices can degrade service due to battling Wi-Fi SSIDs. Streaming devices in particular will always deliver a better experience when hard-wired to the modem or network switch – consider this when setting up smart TVs, Roku players, or satellite TV boxes, for example. Wireless printers are a common culprit in bogging down a Wi-Fi network. If you suspect your wireless printer may be causing issues, try the following to see if it makes a difference:
- Plug your wireless printer into the back of the modem to print directly through the network
- Disable wireless printing capabilities
Internet Speed Test
For best results, use this recommended Silver Star speed test. Using other speed test sites off the Silver Star network may not result in an optimal reading. For the most accurate results, use an Ethernet cable to connect your laptop or computer directly to your router/gateway. Shut down all other programs and applications apart from the test. Testing speeds using a wireless device, especially with multiple devices connected to your network, is going to render the result inaccurate.
Internet Connection Videos
Fiber Self-Install Packet
Internet and Wi-Fi Educational Factsheets
Home Zone App, ExperienceIQ and ProtectIQ User Guides
First Steps
The first thing to determine is if one of the devices in your home is causing interference on your landline phone line. Follow these basic steps to determine if your service is being affected within the home or outside the home.
- Unplug all phones from their phone jacks
- If you have satellite TV, unplug the jack that the satellite is plugged into
- Unplug your Internet line from the wall phone jack
- Unplug all cordless phones from their power outlets
- Unplug any fax machines or other devices you may have plugged into a phone jack
- Once you have all devices unplugged from phone jacks, wait 5 minutes
- Plug one basic, CORDED, working phone back into a phone jack. Test each jack in the home to verify that all jacks are working
- If all jacks are working with the test phone, test each of your other phones using this same method to verify that the phones themselves are not broken
Do you hear a dial tone?
No. Contact us and we will help you troubleshoot.
Yes. One of your devices is likely causing interference or you may have a problem with your inside wiring. A few possibilities are listed below. Silver Star technicians are available to assist you in determining the source of your problem. Otherwise, our technicians are available for an hourly rate of $85.
Cordless phones
Cordless phones cause low voltage shorts which hold the line open. This happens mostly when phones haven’t been charged completely, they are old, or the batteries are getting bad. If you hear a fast-busy signal, contact us and we will help you troubleshoot.
Satellite Dishes
If you have DSL internet and satellite television, you should have a DSL filter installed between the receiver and the wall jack.
DSL Internet Filters
If you have DSL Internet service, you should have a DSL filter installed between each phone and the wall jack (not between the wall jack and your DSL modem).
Wireless Routers
If you have a wireless router that is the same frequency as your cordless phones, this may cause static or clarity problems with your telephone service.
Conference Calling
View Conference Calling Instructions here.
Voicemail Instructions
E-Forward
With E-Forward you can check and manage your voice messages all from your email inbox. To sign up, please contact us.
- When you get a voicemail message, you will receive an email
- Open the attachment and your media player will play the message
- Save or delete the message. Deleted messages will be deleted from your voicemail box
Single Number/Simultaneous Ring
We can set up simultaneous rings for more than one phone line. To set up this offering, or for support on this feature, please call us at 877.883.2411 or chat with us below.
Calling Features
Anonymous Call Rejection
Reject incoming calls which have name and number information blocked.
- Dial *77
- Listen for confirmation tone, hang up.
- To deactivate, dial *87
Automatic Call Back
Your phone will continue to redial a busy number until the line is free.
- When you hear a busy signal, press the switchook and release quickly.
- Listen for special tone. If you have already hung up, pick up the handset and listen for normal dial tone.
- Dial *66
- If the line is still busy, hang up. Your phone will check the number to up to 30 minutes
- A special callback ring alerts you when the line becomes free.
- Pick up the handset to automatically connect the call
- To cancel, dial *86
Automatic Recall
Redial the last number that called your number.
- Dial *69
- If line is busy, hang up. Your phone will keep trying the line for up to 30 minutes.
- A special callback rings alerts you if the line becomes free.
- Pick up the handset to automatically connect the call.
- To cancel, dial *89
Call Forward
Forward calls to another number.
- Dial *72
- Dial the forward-to number
- To deactivate, dial *73
Call Forward Busy
- Dial *90.
- Dial the number to forward calls to.
- To deactivate, dial *91.
Call Forward No Answer
- Dial *92.
- Dial the number of rings (from 2 to 9) to be allowed before the call is forwarded. Then, dial the forward-to number.
- To deactivate, dial *93.
Call Forward Remote Access
Activate call forward while you are away from your office or home. Calls are subject to long distance charges.
- Access Numbers:
- Star Valley: 883-6400 (1+307 if out of area)
- Swan Valley: 483-6400 (1+ 208 if out of area)
- Teton Valley: 354-6250 (1+ 208 if out of area)
- Jackson is 201-5940 (1+307 if out of area)
- Listen for special dial tone.
- Dial your 7-digit phone number and PIN.
- Dial *72. (if you are forwarding to a long distance or toll free number, please dial 1, then area code, then number.)
- Dial the number to forward calls to.
- To deactivate, dial *73.
Call Transfer
- Transfer calls to another phone line.
- Press and quickly release the switchook to place the caller on hold.
- Listen for dial tone and dial the number to transfer the call to.
- You may wait for the third person to answer to privately announce the call or you can transfer immediately.
- To transfer, press and quickly release the switchook.
Call Waiting
Put the first party on hold while you answer an incoming call.
- To answer an incoming call when you are on the phone, press and quickly release the switchook. The first caller is placed on hold. To alternate between callers, press and release the switchook.
- To deactivate call waiting before making a phone call, dial *70, listen for the confirmation tone and dial the telephone number you wish to call.
- After you hang up, Call Waiting automatically “turns on” again.
- To deactivate call waiting during a call, press and release the switchook, dial *70 and listen for the confirmation tone.
Caller ID Blocking
Used on a per call basis, the called party receives a “Private” identification instead of the calling party’s number or name.
- Dial *67.
- Dial the number you are calling as usual. Caller ID Suppression Designates a privacy status for your line on every call. The called party receives a “Private” identification instead of your name or number. Programmed by Silver Star.
Conference Calling
Call Information
Dial-In Numbers: 307.883.6751 | 208.354.6751 | 866.410.5922
Call the conference phone number above and when prompted, enter the Conference ID # you supplied to your attendees. You will then be prompted to enter your Administrator Identification Number. You will hear an announcement letting attendees know you have joined the call and hear how many attendees are in the conference.
If Attendees call in before the Administrator, they will be notified that the Conference Administrator has not yet arrived and will be asked to remain on the line until the Administrator arrives. Use this access procedure if your are using phone only access or the Web Portal to administer your conference.
Manage Conferencing with Web Portal Service
Once you have logged into the Web Portal, click the My Settings tab and choose Conferencing. Open the General Settings by clicking the Blue Arrow button. The General tab shows the Conference ID # and the Administrator Access Code (which you can change to any 5 digit number). If you want to allow conference calls to continue after you (the Administrator) leave the call, select No in the ‘Terminate when Admin Leaves’ field. The Quiet Mode, if set to Yes, will mute entrance and exit beeps. The ‘Mute Attendees’ field, when set to Yes, will mute all attendees during the conference. Click the Save button to activate changes.
Record Features
Previously recorded conferences can be accessed and downloaded from this screen. Recorded calls will be automatically deleted after 30 days. Recording time is limited to 10 minutes per call with a total recording time of 30 minutes for saved calls for an account.
Attendee Administration Features
The Call Manager screen shows the phone numbers of conference attendees. From the Main screen you can use the Speaker button to mute specific attendees. You can adjust Attendee volumes by moving the Slider right to increase or left to decrease volume. Click the Red X to remove an Attendee from the conference. Click the Record button to start recording a conference at any time. You can stop recording with the Stop button that appears during an in-progress recording.
The Access Numbers Tab shows you the Direct Dial and Toll Free numbers assigned to your account by the service provider.
Add a Participant using the Web Portal
From the Home tab and in the Call Manager, you can add a participant to a conference already in progress. Enter their 10-digit phone number and click the Call button. The service will call the number and add them directly to the conference without requiring a Conference ID #.
*Only available with the Integrated Web Portal
Customer Originated Trace
Identify harassing callers through the phone company. Customer Originated Trace must be used immediately after you hang up on the call you want traced. If you get another call, or hear a Call Waiting tone first, you will trace the wrong call.
- When you get a nuisance call, just depress the switchhook and release quickly.
- Listen for a special dial tone.
- If you’ve already hung up, just pick up the handset again and listen for a normal dial tone.
- Press *57. On a rotary phone, dial 1157.
- Listen for a confirmation announcement that the last call has been traced.
- Hang up.
- The number you traced will be recorded at the phone company. If you decide to follow up on the matter, we’ll provide that number to the local authorities.
Selective Call Acceptance
Program your phone to accept only calls from a special list. All others will hear an announcement that you are not accepting calls. Available in local service area only.
- Dial *64.
- Listen for announcement telling you whether the feature is currently on or off. Press 3 to turn the feature on or off.
- To add the last caller to your acceptance list, dial #01#.
- To hear the phone numbers on your list, press 1.
- To add a number to your list, press #.
- To remove a number from your list, press *.
Selective Call Forward
Program your phone to forward only specified calls from a list you create. Available in local service area only.
- Dial *63. Listen for announcement telling you whether the feature is currently on or off. Press 3 to turn the feature on or off.
- First time users will be asked to enter the forward-to number. From then on the system will remind you of the current forward-to number. To keep, press 1. To change, press 0.
- To hear the numbers on your list, press 1.
- To add a number to your list, press #.
- To remove a number from your list, press *.
Selective Call Rejection
Program your phone to block specified telephone numbers from calling you. Available in local service area only.
- Dial *60.
- Listen for announcement telling you whether the feature is currently on or off. Press 3 to turn the feature on or off.
- To add the last caller to your rejection list, dial #01#.
- To hear the phone numbers on your list, press 1.
- To add a number to your list, press #.
- To remove a number from your list, press *.
Speed Calling
Program up to 30 numbers to dial with 2 digit codes. Feature works on the phone line; additional phones do not need to be programmed.
- Dial *75.
- Dial a two-digit speed code (choose any number, 20-49). \
- Dial the phone number you wish to assign to that code.
- Press the # key and listen for the confirmation tone.
- To call someone on your Speed Calling list, dial the two-digit code, then the # key.
- To change your Speed Calling list, dial *75. Dial the two-digit code you wish to change. Listen for the cancellation tone, then a dial tone.
- Follow steps to enter a new number.
Three-Way Calling
Connect 3 parties on one call. Subject to long distance charges.
- Press and quickly release the switchook to place the first call on hold.
- Listen for dial tone and dial the third person’s number.
- When the third person answers, you can talk privately before making it a three-way conversation.
- To make the three-way connection, press and quickly release the switchook.
- If the third person does not answer or you wish to disconnect them, press and quickly release the switchook.
- You will be reconnected to the person holding.
- If either of the two people hang up, you may continue talking with the remaining person.
- To end the call completely, simply hang up.
Robocalls & Spoofing
Robocall Mitigation
As your voice service provider, it’s important to us that we share how we take all reasonable efforts to stop illegal robocalls from reaching you from our network. We’re able to do that in two ways.
First, we have implemented STIR/SHAKEN (or Secure Telephony Identity Revisited and Secure Handling of Asserted information using toKENs) call authentication. STIR/SHAKEN is a method that has been developed under the direction of the FCC to authenticate and verify that outgoing calls are valid.
This means that every outbound call placed on a line serviced by the Silver Star network sends information from a digital signature to an authentication service to filter out spoofed numbers (which may appear local but are using a fake number), or calls whose source cannot be identified. If this all checks out, the call is deemed “legitimate” and goes through as intended. If not, the call is blocked, and penalties may be assessed, up to and including service termination, per our Terms of Service.
The second set of ways we significantly reduce the number of illegal robocalls is through our Robocall Mitigation Plan.
That plan involves:
- Performing manual and random analysis on calls originating on our network – especially when there is high-volume traffic and/or when patterns consistent with robocall campaigns are present.
- Gathering specific information from commercial customers in order to prevent unlawful outbound calls.
- Offering Caller ID.
- Discontinuing service for offenders of illegal Robocalling per our Terms of Service
- Educating customers on spoofing and ways in which to verify callers*
- Continually evaluating this mitigation strategy
- Populating the Reassigned Numbers Database, which telemarketers pay to use in order to reduce calls to reassigned numbers.
None of us want spam or spoof calls, and these methods have proven successful in decreasing the number of Robocalls consumers receive. If you have any questions about your Voice service or our Robocall Mitigation plan, please give us a call at 877.883.2411 or visit SilverStar.com and chat with us.
eBilling
eBilling
Signing up for eBill Account Access
Silver Star’s online eBilling allows you secure online access to your account 24/7. View and /or print historical or current invoices and manage your payments.
It’s easy to get started!
Before you get started, you will need to have your most recent Silver Star invoice.
Next, simply click the Pay Bill button on our homepage or click here.
Once you have entered the secure site, you will need to create a new login.
Monthly Notices
Silver Star will email you a notice each month that your invoice is ready for viewing online. The notice will include your amount due. You will want to add the following email address to your approved senders to ensure that the notices do not become trapped in your junk mail. Silver Star Communications ebill@silverstar.net
Auto Pay
Auto Pay
Leave Your Worries Behind
Sign-up for AutoPay today and Silver Star will make sure your bill is paid on time, every time.
How do I sign up?
- Log in to your SmartHub account.
- Select Auto Pay Program from the Billing & Payment drop-down menu and complete the information needed to confirm the switch to Auto Pay.
Below is a list of frequently asked questions about Silver Star’s email service. If you have questions that aren’t addressed here, please contact us.
What are the password requirements?
8-20 characters with 3 of the following 4 attributes:
- One number [0-9]
- One special character: !@#$%^&*()~`-=_+[]\{}|:”;’,./<>?
- One uppercase letter
- One lowercase letter
- Do not use email address
I want to add email to my device. What settings should I use?
Note: IMAP settings are preferable as it allows email on multiple devices. POP3 settings are to be used if you only intend on having email set up to receive email on one device only.
IMAP (Incoming) Settings
Server: mail.silverstar.com
SSL: Required
Port: 993
POP3 (Incoming) Settings
Server: pop.silverstar.com
SSL: Required
Port: 995
Outgoing Servers
SMTP (Outgoing) Server Settings
Server: smtp.silverstar.com
SSL or TLS: Required
SSL Port: 465
TLS Port: 587
Requires User/Pass Authentication
Alternate SMTP (Outgoing) Server Settings
Server: smtpauth.silverstar.com
SSL or TLS: (DO NOT USE)
Port: 25
Requires User/Pass Authentication
NOTE: You only need to configure one Incoming Server and one Outgoing Server in your settings.
How do I change my password?
Utilize the Customer Panel to change your password.
Go to https://custpanel.silverstar.com You will need to login with your full email address and password.
If you have forgotten your email password, please call customer service for assistance: 877.883.2411
How do I add another email to my account?
You can add additional email accounts to your primary email account using the Customer Panel.
Go to https://custpanel.silverstar.com. You will need to login with your full email address and password.