FAQs & Troubleshooting

Questions frequently asked and support tricks

Frequently Asked Questions

How is wireless internet service provided to rural areas like mine?

Click here to watch a quick video that does a really great job of explaining just how a WISP works! If you want the boiled down explanation, fiber is run to a fixed wireless tower where high-speed internet is beamed to customers for miles in all directions.

I have my own modem (antenna) and router, can I use them?

Our modem is required and we prefer that customers use our routers as well so that we can assist with troubleshooting. If a customer chooses to use their own router, they may do so but we will be unable to assist with troubleshooting if there are issues with the router.

Can I change my service package at any time?

Yes! You can upgrade your package at any time without affecting your contract start date.

I can’t decide which package to select. What should I do?

If you can decide between two packages, we always recommend selecting the lower of the two packages. You can always upgrade if you find that you need more speed.

How important is it to have a clear line of sight to the tower?

It’s very important. Even the smallest obstruction can significantly degrade your service. We will work with you to determine the best options for your home.

Will bad weather affect my service?

Your service will not be affected by rain and snow. On rare occasions, heavy winds may blow your dish out of alignment but that’s very uncommon. If that does occur, we will send a technician out to re-aim your modem.

Are there any data caps or throttling of service?

Absolutely not. We do not cap your usage and do not slow you down after you’ve used a certain amount.

Troubleshooting

My device is connected to WiFi but I have no Internet.

Check the cable from our modem into the router. Take it out and plug it back in – it should click into place. If this fails, restart the router by turning it off and back on or unplugging it and plugging it back in. If there is still no connection, please file a support ticket. Do NOT press the reset button on the bottom of your router as this will set the router back to factory default settings and will require a service call from a technician. When in doubt, give us a call or submit a support ticket.

My video stream keeps stopping to buffer.

First, check if anything else in your home is using the connection. Close open applications or tabs as necessary. Then run a speed test at https://www.speedtest.net/ using our server located in State College, Pennsylvania. If the result is outside of your service level, please restart your modem. Once the connection is restored, run a test again. If it is still outside of the service level, please file a support ticket. Include the results of the speed test(s).

My connection keeps dropping in and out.

If you are on WiFi, please check the signal strength. If it is very low, try moving closer to the router. If the problem persists, or you are using a wired connection, check the cables on the back of the router to ensure that they are not loose. If the problem persists, please restart your modem. If the problem persists, please file a support ticket.

There are areas of poor wireless coverage in my house.

If you have one of our routers, please file a support ticket – we will be happy to provide an additional router that will extend coverage in your house. If you provided your own router, you may either contact us and we will provide this service or you can purchase a WiFi range extender compatible with your own router.