FAQs

An Ethernet cable carries the broadband signals between your modem, router, computer, and other wired internet-capable devices.

Cat 5e and Cat 6e (or higher) Ethernet cables are recommended for higher speeds. This designation is often stamped on the wire casing, along with other specifications. If you can’t find a designation and your Ethernet cables are old, consider replacing them to ensure the cable is not hampering your Internet speed.

Category: Connecting

When will my internet speeds increase?

  • We’re increasing internet speeds in select markets, with more areas coming soon. You’ll receive a notification via mail, email, call or bill messaging when there’s a change to your service.

How do I test my internet speed?

  • You can test your internet speeds using the Speed Test.

Will this impact my bill?

  • This increase in internet speed will be provided at no additional charge.

Do I have to replace my router?

  • We’ll contact you if you need to exchange your router to fully experience the increased internet speeds.

Do I have to restart my router?

  • If you received a notification about the Speed Lift, but are still experiencing pre-lift internet speeds, you can reboot your internet router to troubleshoot the problem.
Category: Internet

Instructions for connecting a wireless printer to your WiFi network vary according to model and manufacturer.

Please check the manual that came with your printer. If you don’t have the manual, see the following links to printer manufacturer websites. You may also need to download software or printer drivers to your computer, so be sure to check the instructions before leaving the site.

You’ll also need your WiFi network name and password.

Category: Connecting

Directions for connecting devices to WiFi can vary according to device type and manufacturer. The following are links to instructions for popular devices and models or operating systems.

Connecting to WiFi with Windows 10

The following information will help you connect your Windows 10 device to your WiFi network

Connecting to WiFi

To connect to your WiFi network using Windows 10:

In the system tray, select the Wireless Network icon.

Select your network name from the list of available networks.

Choose Connect.

Enter your WiFi password.

Select Next.

Helpful Hint: Select Connect automatically if you use this network on a regular basis. Your device then connects automatically whenever it’s in range.

Connect Android Phone WiFi

The following information will help you connect your Android phone to:

Connecting to WiFi

To connect to your WiFi network:

Open the App menu and select Settings.

Select Wireless & Networks and then choose Wi-Fi.

Make sure WiFi is turned ON.

Select your network name from the list.

Enter your WiFi password.

Select Connect.

Google Pixel WiFi & Email Connection

Wireless Connection

On your phone, open Settings.

Select Network & Internet > Mobile Network.

Choose a setting.

Helpful Tip: To reset all your network settings: Select System > Advanced > Reset options > Reset Wi-Fi, mobile & Bluetooth.

WiFi Assistant

To automatically connect to open networks:

Open Settings on your phone.

Select Network & Internet > WiFi > WiFi preferences.

Turn on Connect to open networks.

When connected via WiFi assistant:
You’ll see the WiFi assistant virtual private network (VPN) key icon on your notifications bar.
Your WiFi connection says: “Auto-connected to open WiFi”.

Visit Google Support for more info.

iPhone WiFi

The following information will help you connect your iPhone to your WiFi network

Note: These instructions apply to the iPhone 7 and newer models.

Wireless Connection

Open Settings and select Wi-Fi.

Make sure that WiFi is turned on.

Select the WiFi network you’d like to join under Choose a network… and enter your password.

Select Join to complete the connection process.

Note: A check mark will appear next to the wireless network name after you’ve successfully connected, and the WiFi icon will appear at the top left of your screen.

Nintendo Switch WiFi Connection

The following steps will help you connect your Nintendo Switch to your WiFi network.

Place your Nintendo Switch within 10 feet of your WiFi router to ensure a strong wireless signal.

Turn your console on and open the HOME Menu.

Select the Internet, and then choose Internet Settings.

Your Nintendo Switch will automatically search for nearby WiFi signals. Select your desired network name (SSID) from the list.
If you can’t find your network’s name, stand closer to your router and press the Y button to search again.
If you still can’t find your network or your network’s name is grayed out, this may indicate an issue with the WiFi network environment. Find out how to troubleshoot your WiFi connection.

If your WiFi network requires a password, an onscreen keyboard will appear. Use the keyboard to enter your network’s password and then select OK.

The Nintendo Switch will test the WiFi connection. Once the test is complete, select OK to finish the process.

Note: If the connection test fails, an error code and error message will appear to help you troubleshoot your WiFi connection. Visit the manufacturer’s website to learn more about troubleshooting.

Xbox One, One S, One X WiFi Connection

Set up your Xbox by plugging it into a power outlet and connecting the console to your TV using the HDMI cable provided.

Press the Xbox button to open the guide.

Select System > Settings > General > Network settings.

Choose the Set up wireless network screen.

Select your router from the list of devices, enter the password and connect to the network.

Note: Xbox doesn’t save your router information. For example, when you take your Xbox to your friend’s place and connect it to your friend’s network, you will lose your home router’s info. When you return home, you need to reconnect the Xbox to your home’s network.

Troubleshooting
To test your wireless connection:

Go to the Set up wireless network screen.

Select Test network connection.

Category: Connecting

Factors Affecting Internet Performance

Many factors can affect speed performance including the age of the device, existing software, and any viruses or malware. Follow the steps below to improve your internet performance.

Factors Affecting Internet Performance
Consider the following:

  • File-Sharing Programs: File-sharing programs like BitTorrent uses huge amounts of data, which can lead to slow connection speeds.
  • Viruses/Adware/Malware: To check your computer for harmful software, download Security Suite.
  • Firewalls: A firewall monitors all network traffic on your computer, so a strict firewall can lead to slow internet speeds. Try resetting your firewall to its default settings.
  • Power Outage: Check to see if you’re facing an outage.
  • System Memory (RAM): Close any programs not in use to increase your computer’s performance. You may also consider upgrading your computer’s RAM.

Take a Speed Test

Test your upload and download speeds.

  • Make sure you’re using the latest version of your browser.
  • Make sure to disconnect any devices, not in use (i.e., iPad, mobile, etc.).
  • Make sure your system meets the minimum requirements:

PC Minimum Requirements
Operating system: Windows 8 or later
Network Capability:
WiFi requires an 802.11 N router for speeds up to 300 Mbps. Speeds higher than 300 Mbps require an 802.11 AC router.
1,000 Mbps (1 Gbps) full-duplex Network Interface Card (NIC).

Mac Minimum Requirements
Operating system: OS X 10.6 or a later version of macOS
Network Capability:
WiFi requires an 802.11 N router for speeds up to 300 Mbps. Speeds higher than 300 Mbps require an 802.11 AC router.
1,000 Mbps (1 Gbps) full-duplex Network Interface Card (NIC).

Wired Speed Test:

  • It’s best to test your speed first using a wired device, such as a computer connected to the modem with a Cat 5e or higher Ethernet cable (It should be labeled on your cable.)

Note: If it’s not possible to test your speed with a wired connection, you can download an app to test your speed over wireless.

Restart your computer or device.

Reboot Your Wireless Device

Unplug the power cord or remove the battery from the wireless device that is experiencing slow connection issues.
Allow at 30 seconds before reconnecting it.
If you are using a wireless adapter, such as a USB adapter for Ethernet or WiFi, unplug the adapter, and allow at least 10 seconds before plugging it back in.

Restart Your Device

Restart your computer or mobile device for the best result.

Category: Internet

Load More