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Service and Support

We know problems arise, that's why we're here to serve you twenty-four hours a day, seven days a week. Call any time of the day or night and leave your problem with either a help desk technician or on our voice messaging system. We'll make it our top priority to find a solution to your inquiry as quickly as possible.
Cross Voice Internet Phone
Cross Voice Internet Phone

(FAQs) Frequently Asked Questions

I am having issues with my service, who do I call?
Always call in and report trouble to our Service and Support group, 1-800-828-6567, Option 2. They will troubleshoot any issues and start a Trouble Ticket if they are unable to resolve the issue over the phone. The best way to make sure trouble can be corrected without unexpected cost is to subscribe to our Maintenance Plan, for a monthly fee you can avoid Service Call fees and the cost of replacement Cross purchased equipment.


My WiFi signal doesn't cover my entire house. What can be done?
Occasionally the WiFi signal won't cover an entire home or there may be areas the signal isn't strong enough. We do offer Eero WiFi systems to help solve this issue. Call us at 1-800-828-6567, Option 1, for more information.


I think I (or someone) cut my line, who do I call?
Always call in and report trouble to our Service and Support group, 1-800-828-6567, Option 2. Our team will work to determine the cause of the issues you are experiencing with your service. If a line has been cut we will work to have it repaired as quickly as possible. Remember to always call 811 to have utility lines located before digging.


I think I need a new modem, what do I do?
The first thing would be to contact our Service and Support group so they can help you troubleshoot your Cross equipment, 1-800-828-6567, Option 2 for service. If it is determined you need a replacement Cross provided modem and you subscribe to our Maintenance Plan, we will replace it for you. If you chose not to subscribe to the Maintenance Plan, you can purchase a new modem from us, or provide a compatible modem of your choice.


How do I add the Maintenance Plan to my Account?
In order to add the Maintenance Plan to your account you need to call our Customer Service Team, 1-800-828-6567, Option 1, and speak to a representative. Please note, that existing customers who wish to subscribe to the Maintenance Plan will have to wait 30 days to use the program to waive any fees or equipment.


What happened to CrossTV?
Video technology is changing rapidly. As a company we have decided that we will no longer sell video services (CrossTV) to new customers. Effective September 30, 2023, we will not add any new video customers. We will continue to support our existing customers. If TV services are disconnected for any reason (including non-payment) the CrossTV service will be terminated and removed from the customer's bill.

This was a difficult decision and was not made lightly. Again, we will continue to support our existing video customers.


I reported trouble, but no one has called me back. What now?
During large outages due to heavy storms or damage to our network it can take a little longer than normal to respond to trouble tickets. We work diligently during these times and often solving one large issue with the network will resolve multiple tickets. We understand that communication is key and we strive to keep everyone up to date on outages.

If you would like an update on your ticket the best way to request one is to submit a Contact Form so we can review your ticket and contact you.


Settings for email clients (Thunderbird, Outlook Express, etc.)
POP3 Server = mail.crosstel.net Port # 995, Use SSL = Yes
IMAP Server = mail.crosstel.net Port # 993, Use SSL = Yes
SMTP Server = smtp.crosstel.net Port # 465 (for SSL) or 587 (for TLS)

NOTE - If your email client does not mention "SSL" or "TLS", look for an option to enable "Encryption".
Authentication will be username@crosstel.net and your password.

Additional Email Information


Cross Voice Internet Phone