SUPPORT

This page is designed for the customers and clients of Sebastian to inform you of all policies, procedures, and methods of action related to our business. Please navigate the information below and contact us if you have any questions pertaining to our company procedure.

For customer sensitive information, we have an established privacy policy that is available to the public and may be found below.

Terms of Service

Please view the documents associated with our terms of service. For any questions regarding these policies or agreements, please contact your local customer service department here.

  • Service Agreement
  • Acceptable Use Policy
  • Long Distance Terms and Conditions (Intrastate)
  • Long Distance Terms and Conditions (Interstate)

Repair Services

If you are experiencing problems with any of Sebastian’s services, please contact us using the information below.

Problems with your phone line?

To report a problem with your phone line, call 611.

When you call for phone line repair service, you will be informed of any charge or repair costs that may apply. We will repair telephone lines up to the point where the line enters your home or business at no charge. When we schedule an appointment to make a home repair, you will be given a 4-hour time frame for our arrival.

Problems with your internet service?

For problems with your internet service, please call:

  • Kerman: (559) 842–2222
  • Foresthill: (530) 367–5000
 

All other customer support:

For any other customer support requests or warranty information, please contact your Sebastian representative. If you do not know the contact information for your representative, please contact Sebastian customer service at the numbers below.

  • Fresno: (559) 432–5800
  • Kerman: (559) 846–9311
  • Foresthill: (530) 367–2222
  • Sacramento: (916) 361-0300

Billing FAQ's

Charges for local service and deregulated equipment are billed one month in advance. Charges for repair, moves, or changes are billed immediately after completion. Sebastian Long Distance and Internet Services are charged based on your specific plan.

Payments may be made by mail, online, over the phone, or in person at the Sebastian office nearest you. When paying in person, you can save time by bringing both portions of your bill.  To pay your bill online, log in to ebill.sebastiancorp.com to get started. You will need your most recent invoice information for registration.

We currently accept cash, check, Visa, MasterCard, Discover, or money order for payment. Please note that there is a charge for all returned checks.

You are responsible for payment of authorized charges on your bill. Your payment is due when you receive your bill and becomes delinquent 22 calendar days thereafter. Failure to pay charges (i.e., basic flat-rate single-line service charges and all mandated surcharges and taxes) may result in a disconnection of telephone services. Other services, such as the ability to make toll calls, may be restricted if not paid. Optional services may be discontinued. A late payment charge of 1.5%, calculated monthly, will be assessed if your payment is not received by the date shown on your bill if your balance is $20.00 or more.

If your service is disconnected for non-payment, before service is restored you will be required to pay the past due amount and a reconnection fee for each line. You may also be required to pay a deposit.

Other services — such as High-Speed Internet, Security, custom calling features, and/or the ability to make Long Distance calls — may be cancelled or restricted if the total amount due is not paid. In addition, we may also take other action to collect unpaid accounts.

If you do not pay your Basic Service and related charges, this will result in a temporary fifteen (15) day interruption of your telephone service. After that time, your telephone service will be disconnected for non-payment. You will continue to have access to 911 for 120 days for emergency situations to the extent permitted by our existing technology or facilities. Do not call 911 regarding your bill or services

General FAQ'S

If you have a question about your Sebastian telephone service, it may be answered below.

For questions about billing, please refer to the Billing FAQ’S above. For service requests and all other questions, please see the Repair Services section.

How do I dial internationally?

For international station-to-station calls, dial 011 + (the Country Code) + (the City Code) + (the Local Telephone Number). For operator assistance, dial 00. For country codes and additional dialing information, please refer to the Sebastian phone book or dial 00.

What is Teen Service?

With Teen Service, you can know who a call is for before you answer the phone. You can have two telephone numbers assigned to the same line. Calls to each number have separate rings, so you can assign one number solely to the children or teenagers in the household. Or you can assign a separate number to your home business and one to your family.

Monthly fees may apply for custom calling features.

How do I use call waiting?

Call Waiting lets you know if someone else is calling when you’re on the telephone. When someone is calling, you will hear a beep tone. If you ignore the first beep, there will be a second beep in ten seconds. The party calling you hears only the normal ringing.

How to use it:

  1. If you hear a beep and want to end the first call, hang up. Your telephone will immediately ring with the second call.
  2. To answer the second call without ending the first call, press and release the receiver button quickly. The first call will be put on hold and you will be connected to the second call.
  3. To return to the first call, press and release the receiver button again. You can switch back and forth between the two calls as often as you want.


Monthly fees may apply for custom calling features.

How do I temporarily deactivate call waiting?

If you have the Call Waiting service and would like to make a call without being interrupted by other calls, you may deactivate Call Waiting temporarily. Dial *70, wait for the special dial tone, and then place your call. Call Waiting will automatically be reactivated when you hang up.

Monthly fees may apply for custom calling features.

How do I use three-way calling?

Three-Way Calling lets you add a third party to your existing conversation without operator assistance. Three-Way Calling can be used whether you received or placed the first call.

How to use it:

  1. Press and quickly release the receiver button to put your call on “hold”. You will hear three beeps, then a dial tone.
  2. Dial the third party’s phone number. You can talk to them before including the original caller.
  3. To begin three-way call, press and release the receiver button. All three parties will now be on the line (if the line is busy, or there is no answer, you can press and release the receiver button to return to the original call).


NOTE: If the original party hangs up, you can add another third party by repeating steps 1 through 3. To disconnect the third party, press and release the receiver button twice. Your line will now be clear to add a different party by repeating steps 1 through 3.

Monthly fees may apply for custom calling features.

How do I use call forwarding?

Call Forwarding allows you to transfer your incoming calls to any other telephone number that you can direct dial without operator assistance.

How to use it:

  1. To forward calls from a rotary dial telephone, dial 72 and wait approximately 5 seconds for dial tone. From telephones with touch-tone service, dial *72, then listen for two short tones.
  2. Dial the number that will be accepting your calls and you will hear normal ringing. Call Forwarding is in effect when the third party answers. At that time, you can tell them that they will be receiving your calls.
  3. If the line is busy or there is no answer, hang up and repeat the first two steps. No answer is required to establish call forwarding on the second attempt.
  4. To deactivate Call Forwarding from a rotary telephone, dial 73, then wait approximately 5 seconds for two beeps and a dial tone. From telephones with touch-tone service, dial *73, then wait approximately 45 seconds for two beeps and a dial tone.
 

NOTE: While your phone calls are being forwarded, your telephone rings briefly each time your number is dialed. You cannot answer the phone, but the ring is a reminder that Call Forwarding is still in effect. If you forward calls to a number outside your local calling area, you will be charged for any calls forwarded from your number to the long distance number. While calls are being forwarded, you can still make outgoing calls.

Monthly fees may apply for custom calling features.

How do I use speed calling?

Speed Calling lets you call frequently called numbers by dialing only one or two digits. Speed Calling is available in either 8 or 30 number capacities. The stored numbers can be either local or long distance.

To enter or change numbers in your Speed Calling list:

  1. Select a one-digit code (numbers 2 through 9) for Speed Calling-8. Select a two-digit code (numbers 20 through 49) for Speed Calling-30.
  2. Dial 74 for Speed Calling-8 or 75 for Speed Calling-30. Listen for a dial tone.
  3. Dial the code you have selected, then dial the complete phone number it will represent. Be sure to dial the number as you would normally place the call, including the area code if different from your own. Two beeps will confirm your entry.
  4. To call number selected for Speed Calling, simply dial the one-digit or two-digit code you have selected. If you are using a touch-tone phone, press the # key to immediately place your call.


NOTE
: It is helpful to keep a list of your speed Calling Numbers on hand.

Monthly fees may apply for custom calling features. 

How do I use call return?

Call Return (*69) is an incoming call management feature that allows subscribers to automatically re-call the telephone number of the last incoming call. This applies whether or not the incoming call was answered. Any long distance charges associated with the call will apply. Dial *69 to activate, and *89 to cancel.

How to use it:

  1. Lift the handset and listen for a normal dial tone.
  2. If you were already on the phone and ignored a call waiting tone, press and release the receiver.
  3. Dial *69. Your call will go through like a normal call.


Monthly fees may apply for custom calling features.

How do I use automatic callback?

Automatic Callback (Repeat Dialing) is an outgoing call management feature that allows subscribers to have the telephone company redial the last number called. This applies regardless of whether the last call was answered, unanswered, or encountered a busy tone. The system monitors the calling and called lines and attempts to connect the call for up to 30 minutes. The activation of the feature can be cancelled by the customer when desired. Dial *66 to activate or *86 to cancel.

How to use it:

  1. When you hear a busy signal, press and release the receiver. Listen for a special tone. If you’ve already hung up, lift the handset and listen for the normal tone.
  2. Press *66.
  3. If the line is still busy, hang up. Your phone will call the number for up to 30 minutes.
  4. A special callback ring alerts you if the line becomes free (some phones ring normally).
  5. When you hear the callback ring, lift the handset to automatically place the call.

Monthly fees may apply for custom calling features.

How do I use priority ringing?

Priority Ringing (Distinctive Ringing) is an incoming call management feature that allows subscribers to define a list of calling numbers that provide the subscriber with special incoming call features. Any incoming calls from this list are indicated by a distinctive ring pattern or distinctive Call waiting tones, if applicable. Terminating calls from telephone numbers that are not on the list, or that cannot be identified, are given the standard treatment. Dial *61 to update list, activate, or deactivate.

How to use it:

  1. Lift the handset and listen for a dial tone.
  2. Dial *61.
  3. Listen for an announcement telling you whether the feature is currently on or off. The recorded voice will then tell you how many (if any) numbers are stored in your list.
  4. Follow the voice instructions and dial 3 to turn the feature ON (if it is currently OFF) or OFF (if it is currently ON).


Monthly fees may apply for custom calling features.

How do I use call trace?

Call Trace (Customer-Originated Trace) allows subscribers to initiate a trace on the last incoming call by dialing an activation code. The call is traced automatically, and the printout of the originating number and the time the call was made is forwarded to a predetermined location, not to the subscriber. The subscriber then contacts the telephone company or law enforcement agency to determine further action. Dial *57 to activate.

How to use it:

  1. When you get a nuisance call, press and quickly release the receiver. Listen for a special dial tone. (If you’ve already hung up, just lift the handset again, and listen for your normal dial tone.)
  2. Dial *57.
  3. Listen for the confirmation announcement the call has been traced.
  4. Hang up.
  5. 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.


Monthly fees may apply for custom calling features.

How do I use caller ID?

Caller ID (Calling Number Delivery) allows customers to see the calling number on incoming calls. The number is delivered to the called customer’s premises equipment between the first and second ring. The calling number remains for the duration of the call and can be viewed from the display on the customer’s equipment.

How to use it:

  1. When you receive a call, wait until the second ring.
  2. The telephone number of the person calling you will automatically appear on your display screen.
  3. If you choose to answer the call, the number will remain on the screen until you or the caller hangs up.


Monthly fees may apply for custom calling features.

Voice mail

For Voice Mail instructions, please refer to the following PDF documents:

Internet speed

The performance of an Internet connection, which is based on the number of bytes per second that data travels from the user’s device to the Internet (upload = posting on social media, transferring files, etc.) and from the Internet (download = video, email, Internet content, etc.). Depending on the type of connection, the speed differs dramatically.

The majority of Internet use is consuming content, so download speeds are typically the most important. Those frequently creating content or transferring data (e.g. telecommuters) should consider upload speed as well.

Our network is configured to provide the best possible speed based on our customer’s subscription level. Factors such as distance from our equipment, or bandwidth demand in excess of the subscription level can impact overall performance.

Wireless networking utilizes different radio frequencies to transmit data in the home. Other devices in your home may use the same frequencies and have the potential to create interference. In addition, some materials (e.g. metal or brick) or your router placement (e.g. in the kitchen) can interfere with the transmission of wireless signals. If you are experiencing issues with your wireless network, our knowledgeable team of technicians can help identify interference and offer solutions.

Hardwired, fiber, and wireless internet

A wired connection (a physical cable connected between a device and the customer’s Internet router) provides the best possible speed and avoids wireless interference. Wireless connections are convenient, but can vary in speed and maximum distance based on the specific wireless technology, interference in the home, and home floorplan.

Fiber offers the highest reliability and potential for offering advanced services to customers. Fiber extends deep into the network, from our central office to our remote equipment. We offer fiber-to-the-premise in some areas and are expanding our coverage. We are also deploying equipment to make faster speeds available in areas where fiber is not yet available.

Netflix requires 1.5 Mbps at minimum. It recommends 3 Mbps for standard definition streams, and 5 Mbps for high-definition streams. Other streaming services have similar requirements. Customers wanting to watch multiple high-definition streams should consider subscribing to a higher-bandwidth package for the best experience.