Midcontinent Communications (Midco) — Customer Service: a Practical, Professional Guide

Overview: what Midco customer service covers and how the company is organized

Midcontinent Communications (branded as Midco) is the regional telecommunications provider serving large parts of North Dakota, South Dakota, Minnesota and western Wisconsin. Midco’s customer-service organization handles account setup and changes, billing, technical support for internet/TV/phone, outage response, technician scheduling, business accounts, and local retail pickup/installation. The company publishes account management and support tools through its website (www.midco.com) and the My Account portal/app.

Customer service is organized into front-line channels (phone, chat, store) and tiered technical teams for escalations — field technicians for on-site work and centralized network operations for outages. For account-specific or legal details, the most authoritative sources are the customer’s monthly bill, the My Account portal, and the company’s published service terms at midco.com. For location-specific hours, pricing and retail addresses, use the “Locations & Support” or “Contact Us” pages on midco.com to pull the exact data tied to your account ZIP code.

Primary contact channels and what to expect

Midco offers multiple contact routes: the online My Account portal and chat (useful for billing, service changes and online scheduling), phone support (for immediate technical troubleshooting and scheduling), in-person help at Midco retail stores (for equipment pickup/returns and hands-on setup), and social media/notifications for large outages. The company also provides an outage map and automated SMS/email alerts when you sign up for notifications — a useful way to track large regional repairs.

Expect different response times by channel: chat and phone are usually the fastest for straightforward issues; email and ticket-based requests may take longer. For time-sensitive interruptions impacting business operations (SLAs or critical voice services), request escalation to the business-support desk and ask for an expected restoration window and incident ticket number so you can track progress.

How to prepare before you call or schedule a tech visit

Well-prepared calls shorten resolution time. Before contacting Midco, gather account and equipment details, document the problem and note times. Also check your own in-home setup so you can answer targeted questions quickly — many issues resolve through guided troubleshooting without a house visit.

• Essentials to have ready: account number (from bill or My Account), service address, customer name and phone number, modem/gateway serial number and MAC (printed on the device), TV receiver or set-top box IDs, recent error messages or LEDs observed, and exact outage start times. If Wi‑Fi is intermittent, note the number of affected devices and whether wired connections still work.
• For scheduling a technician: list two available time windows, verify someone aged 18+ will be present, and confirm parking/access details for the tech. Keep photos of cable drops, wiring and the modem area ready if you need to submit them through the portal.

Common troubleshooting steps Midco will follow (and what you can do first)

Front-line troubleshooting is systematic: verify account and service status, check for reported outages in your area, reboot gateway/modem, power-cycle affected endpoints, and isolate the failure (wired vs wireless, inside wiring vs outside). Being able to tell the agent whether an Ethernet‑connected laptop has internet while Wi‑Fi phones don’t will quickly guide them to a router or Wi‑Fi configuration issue rather than a service outage.

If you prefer to try steps before calling: 1) reboot the modem/gateway by unplugging power for 60 seconds, 2) connect a device directly by Ethernet to test speed and connectivity, 3) check the outage map in the My Account portal, and 4) temporarily disable any user-installed firewalls or VPNs that could interfere with routing. Record the results and times — supplying that to the agent saves back-and-forth diagnostics.

Billing, moves, equipment returns and common policy details

Billing issues commonly involve proration for moves, promotional price expirations, equipment rental charges and taxes/fees. When planning a move, open a transfer request in My Account at least 14–21 days ahead to ensure service continuity; last-minute moves often incur an installation/activation fee. Keep your final bill and pro rata calculations; if a charge is unclear, request a detailed billing breakdown rather than a generic adjustment.

Equipment returns: keep original boxes and document serial numbers. Return instructions and accepted drop-off locations are listed at midco.com; typically you can return equipment at retail stores or via pre-paid shipping labels for certain items. Failure to return rented equipment may result in unreturned-equipment fees, so always get a receipt or confirmation number when you hand equipment back.

Escalation, outages, service windows and dispute resolution

If initial support does not resolve your issue, escalate through these practical steps: request a supervisor, obtain an incident or ticket number, ask for an estimated restoration or resolution time, and get the escalation path for business or regulatory complaints. For persistent billing disputes, the U.S. Federal Communications Commission (FCC) provides consumer complaint processes and your state public utilities commission may have jurisdiction — keep dates, names and ticket numbers for these filings.

• Escalation checklist: record agent name/time; ask for ticket ID; request supervisor if no progress within the first diagnostic call; for outage incidents ask for restoration ETA and subscribe to status updates; for unresolved billing disputes request a written summary and next-step timeline.
• Outage and restoration expectations: minor localized outages may be restored within hours; broader network repairs can take 12–72 hours depending on severity and weather. For businesses on commercial SLAs, request the SLA reference number and expected credits if targets are missed.

Where to find authoritative and up-to-date contact information

Always use the contact information shown on the printed bill or at www.midco.com/contact for the most recent phone numbers, retail locations and business support lines, because region-specific numbers and hours change. The My Account portal provides ticket history, billing detail and the easiest path to scheduled appointments and technician tracking.

Use these practical steps and documentation practices to shorten resolution time: prepare account/equipment data before contacting support, follow the guided troubleshooting steps to isolate the issue, collect ticket numbers and escalation contacts, and use the My Account portal for records and final confirmations. These actions give you the best chance for fast, accurate service from Midco’s customer-support teams.

Does Midco have phone service?

Yes, we provide phone service to many small towns in select areas where we have fixed wireless service. Contact us to see if your area is covered.

Is Midco the same as midcontinent communication?

Midcontinent Communications, or Midco, is a unique internet provider in that it offers cable, fiber and fixed wireless internet connections. This Midwestern internet provider offers a contract-free service, unlimited data and fast and reliable speeds.

Does Midco have a cancellation fee?

If you discontinue all Midco services prior to the end of the three-year term set out in this agreement, you will be assessed an early termination charge equal to $5 per month for each remaining month in the agreement.

How do I contact Midco customer service?

For other orders or upgrades, call us at 1.800. 888.1300, especially if you’re moving Midco services or if the address lookup on our website prompts you to give us a call. If you want to cancel services, please call us at 1.800. 888.1300.

How much does Midco cost per month?

Midco Fiber Internet Plan Options

Internet plans	Price	More information
Midco Fiber Internet 1 Gig	$74.95 per month	800-888-1300
Midco Fiber Internet 500	$64.95 per month	800-888-1300
Midco Fiber Internet 200	$54.95 per month	800-888-1300
Midco Fiber Internet 100	$44.95 per month	800-888-1300

How do I call Midco billing?

1.800.888.1300
Phone: Call 1.800. 888.1300 to pay with your credit card, checking or savings account. Mail: Send your check with your statement stub or name and account number to: Midco, PO Box 5010, Sioux Falls, SD 57117.