Frequently Asked Questions

Internet Department

Q: Why is my internet running slow?
A: When a webpage or server is accessed there is a handshake that takes place.  You are downloading information and the remote web server is uploading information to you.  If the server, such as youtube.com, is not able to service your request, they may be having problems uploading videos then you may experience buffering.  The website or server that you are connecting to could be limited either on upload speed or the network that they are on could be saturated.   

Q: Are speed tests on the internet accurate?
A: The results of the speed test are based upon CLGW’s network AND the test sites network.  Meaning that if the results are not what a customer expects, the problem could be on KBPW’s network or the test sites network.  The capacity of the network where the test location is could be congested OR KBPW could be congested.  A lower than expected speed test result does not diagnose the problem as being on KBPW’s network or the test end point.  Therefore, if the location that you are testing to is maxed out, then the results will be lower than expected. 

Q: How much is the connection cost to for internet services?
A: Connecting to the KBPW’s fiber internet is free with the exception of the $29.95 package. Not only is there no connection cost, if you are a new customer, you will receive a free month and as always there are NO contracts to sign. 

 

Utility Scam Factsheet

Scammers Target Utility Customers

Scams targeting utility customers are on the rise, according to reports across the nation. Municipal utility customers in Missouri are included among those getting recent fraudulent calls from scammers threatening power shutoffs, demanding immediate payments, or requesting personal information.

KBPW cautions customers that they should never give personal or financial information to an unsolicited caller. KBPW will never demand immediate payment over the phone.

Signs that you are dealing with a scammer

Utility companies, consumer protection agencies, and the Federal Trade Commission regularly receive complaints from consumers about utility bill scams. Here are some signs to beware of when dealing with an unknown caller:

• • • You get a call or an email claiming your services will be cut off unless you call a number or click on a link and give your account information. KBPW will never ask you to send your account information by email.
  • • Someone calls demanding your wire the money or use a prepaid or reloadable debit/gift card to pay your bill. Legitimate companies don’t demand you use those methods of payment.
  • • The caller tells you to call a phone number and give your credit, debit or prepaid card number. If you do that, the scammer can access the money from your credit, debit or prepaid card, and you can’t trace where your money went. Once it’s gone, it’s gone. If you get a call, email, or personal visit from someone about your utility service:
  • • Never give out your Social Security Number, credit card number or banking information to anyone requesting it over the phone or at your home unless you initiated the contact.
  • • Never wire money to someone you don’t know-regardless of the situation. Once you wire money, you can’t get it back.
  • • Do not click links or call numbers that appear in unexpected emails or texts-especially those asking for your account information. If you click on a link, your computer could become infected with malware, including viruses that can steal information and damage your computer.
  • • Never allow anyone into your home to check electrical wiring, gas pipes or appliances unless you schedule an appointment or reported a utility problem. Always ask utility employees for proper identification.
  • • Make sure you are dealing with KBPW before you pay any amount. Confirm where and how you pay your utility bill.

• To determine the status of your account call our office at 888-5366 Monday through Friday from 7:00 am to 6:00 pm, or visit our website at www.clgw.net and use the Pay My Bill link for account information.

If you think a fake utility bill collector or any other scammer has contacted you, report the contact:

• • Notify KBPW.
• • Call the police.
• • File a complaint with the Missouri Attorney General’s Consumer Protection Division, online at https://www.consumer.ago.mo.gov/ or by phone at 1-800-392-8222. Be ready to include in your complaint any notices received or caller ID numbers for the incoming call.

*From MPUA Public Outreach Resources*