Applying for internet services?
Check your address for service availability.
Call 877 745 4646 to get more information about service, pricing and availability.
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Will my devices access the internet wirelessly?
Your devices should access the internet wirelessly if it is equipped with a wireless network card and you have access to a wireless network connection. A wireless broadband router can be used to establish a wireless network connection through your ISP provided device.
Want to make sure eliminate any wifi "dead-zones"? Call 877 745 4646 and ask about our mesh wifi solutions.
Static vs. server assigned IP address?
A static IP (internet protocol) address is an address that does not change. You always uses that address to connect to the internet. Static IP addresses are useful and often required for connections that use VPNs (virtual private networks), security cameras and other specialized software programs.
A server assigned IP address, also known as a DHCP (dynamic host control protocol) address, is an IP address that is dynamically assigned to you each time you connect or reconnect to your internet connection.
WIFI vs. Internet?
Wi-Fi and Internet are not one and the same. Learn the key differences to help you get the most out of your connection.
Wifi vs. wireless internet?
Wifi is the wireless signal that a router/modem broadcasts allowing computers, mobile devices and certain printers to connect to the internet wirelessly.
Wireless internet is the method by which an internet signal is delivered to a location from the ISP tower or access point. For example, fixed wireless is a type of wireless internet, satellite is another type of wireless internet.
Fixed wireless internet vs. satellite internet?
Fixed wireless internet: The operation of wireless devices or systems used to connect two fixed locations with a radio or other wireless link. A signal is transmitted from a tower or access point less than 10 miles to the receiving structure.
Satellite internet: The ability to transmit & receive data from a satellite dish which communicates with an orbiting satellite above the earth’s equator.
Why is my internet slow?
The most common reasons are failing routers/modems, over-utilization of bandwidth, background processes of computers and mobile devices and the number of devices connected to your internet.
Slow speeds can also be specific to the type of internet service. For example, physical obstructions between the service tower and your premises can impede optimal speeds.
If you are experiencing slow internet speeds, we suggest bypassing your router by unplugging the internet ethernet cord from the WAN/internet port on the back of the router and plugging it directly into a computer (hardlining). Next, try browsing the internet to see if you are still experiencing slow speeds. If your internet speeds remain slow, check the hardlined computer to make sure no program updates are operating in the background.
We also recommend rebooting the POE, for fixed wireless, periodically to refresh the connection.
For internet service with using our Gigacenter device, please contact Customer Support 877 745 4646 or via email firstname.lastname@example.org.
If you have any questions about slow internet speeds, contact Customer Support at 877 745 4646 or via email at email@example.com
Why can I not connect or stay connected?
Fixed wireless: standard router
Ensure all your connections are secure and that the router and battery backup are receiving power.
If the issue persists, powercycle(reboot) your equipment.
If you are still experiencing connection issues, bypass your router by unplugging the ethernet cable from the WAN port on your router, and connect it into your computer's ethernet port.
Restart your computer.
Once reconnected to the internet, test your internet connection and perform a speed test to ensure it has returned to the normal speed of your internet speed package. If the issue has been resolved, you may have a router issue, and it may need to be replaced.
If you are still experiencing connection issues, ensure your computer is not performing updates or background processes while you are conducting these troubleshooting steps. Ensure there is a singular solid white, blue, or green light on the POE when plugged in. If there is a red light on the POE or the POE light is off, ensure the power outlet/surge protector it is plugged into is functioning properly. Ensure the cables from the POE are securely connected. The POE cable connects to the dish on the outside of your premises and the LAN cable connects to your computer (hardwired connection or to your router. If your power source is working properly, and there are still internet connection issues, contact Customer Support at 877 745 4646 or via email at firstname.lastname@example.org
Fixed wireless: Gigacenter
Ensure all your connections are secure and the Gigacenter and battery backup are receiving power.
Contact Customer Support 877 745 4646 or via email at email@example.com
Ensure all of your connections are secure and the ONT and battery backup are receiving power.
Ensure all cables are plugged into the correct ports securely.
If you are using a router: unplug the power cord from the back of the router and leave it unplugged - a minimum of 60 seconds.
Plug the power cord back into the router.
After rebooting the router, restart your computer or device in use.
If you still have no internet connection, please contact customer support at 877 745 4646 or via email at firstname.lastname@example.org
Ensure all of your connections are secure and the Gigacenter and battery backup are receiving power.
Contact Customer Support 877 745 4646 or via email at email@example.com
Why can’t I get internet service?
In order for fixed wireless internet to work reliably, there must be a clear line of sight to the tower or Access Point (AP). There is an invisible 3-D ellipsoid shaped area, called the fresnel zone, surrounding the line of sight line between the CPE (dish) at the customer's premises and service tower. If there is significant obstruction of this fresnel zone between the tower/AP and your location, the internet signal may offer unreliable service.
With fiber internet, eligibility is strictly a case-by-case scenario depending on the location of existing fiber optic cable underground. We have fiber deployed in throughout areas of Virginia, and we are continuously working to expand our footprint for fiber connectivity in Virginia.
Why can’t I get internet service when my neighbor was able to?
Unlike line-provided forms of internet, such as DSL & fiber, fixed wireless internet needs a clear line of sight to the tower or AP. There are situations when one location can receive reliable internet service, but a signal to a different location cannot because of an obstruction in the line of sight or the fresnel zone (the invisible 3-D ellipsoid shaped area between the CPE (dish) at the customer's premises and service tower). Various geographical features affect the availability of internet service to each location.
What is POE?
The small POE (power over ethernet) device sometimes used with fixed wireless internet service provides power to the mounted CPE (dish) and receives and transmits the internet signal. POE allows both a data connection and electrical power to be provided using a single cable.
Why do routers stop working?
There are a variety of reasons that could cause a router to stop functioning properly such as: electrical surges, manufacturing defects, outdated or improper firmware updates, malware, etc.
Routers have a limited lifespan similar to a computer, and there is no specific average lifespan for these devices. To ensure the longevity of these devices, ensure they are plugged into a surge protector, are in an properly climate controlled environment and that their firmware is kept up to date.
Bandwidth is the amount of data that can be carried from one point to another in a given time period (usually a second)
Example: For a 3-6 mbps (mbps: mega bits per second) internet speed package, the average available bandwidth is 3-6 mbps.
What's a web browser?
A web browser is a graphical user interface (GUI) which allows users to access their favorite websites from a computer or mobile device. Google Chrome, Mozilla Firefox, Microsoft Internet Explorer and Safari are examples of internet browsers.