FIBER SUPPORT
Frequently Asked Questions
Wi-Fi calling is a feature that allows you to make and receive calls over a Wi-Fi network if cellular service is unavailable. It is important to note that Wi-Fi calling doesn’t lock you into making phone calls solely through a Wi-Fi connection. Instead, it essentially acts as a backup solution for your phone calls.
When Wi-Fi calling is enabled on a smartphone, the device will attempt to prioritize using the Wi-Fi connection for phone calls. However, depending on your carrier and how they have Wi-Fi calling setup to work on your specific device, the device can automatically switch to using the cellular service connection if an adequate Wi-Fi connection isn’t available or if a cell tower connection is restored. This may result in dropped calls/failed text messages if the carrier doesn’t support mid-call/mid-text handover between the two connections.
Although Wi-Fi calling is a great option for areas with little to no cell tower signal, it is still a relatively ne w technology. Therefore, some mobile carriers and smartphones may not support Wi-Fi calling. For more info on how your specific device utilizes Wi-Fi calling, contact your mobile carrier.
If you are having issue with signal strength in an area of the your home first make sure your router’s immediate surroundings are clear of any electronic devices. (E.G. If your router is sitting behind your TV, the Wi-Fi signal will not pass through in that direction well.) Home size, building materials, and layout, can also impact signal strength.
We can offer a mesh device, which will pair with your router in order to put out the same Wi-Fi signal from a secondary point.
This device can connect to the router wirelessly (in which case it needs to be located in a midway point between the router and area with poor signal strength) or via ethernet cable. It provides a seamless handoff between connection points when devices move throughout the house. A mesh unit is $5 per month, there is no contract, and we can help with the setup and troubleshooting. Call us with questions or to request a mesh unit.
1: The most common cause of buffering when using a streaming device (Roku, Firestick, etc.) or Smart TV is the device itself.
Test: Try using a different device in the same room (computer, tablet, phone) to watch any video while your program is buffering. If you can watch a video in the same location on one device and not another, it is generally safe to assume the issue is with the device.
Solution: Unplug the streaming device from the power outlet and the TV (if Smart TV, just unplug it from the outlet). Leave it disconnected for at least 45 seconds then plug in and try again once the device boots up.
2: Streaming services occasionally have issues.
Test: If you can play a video on one streaming service (Youtube TV) and not on another (Netflix) using the same device, then it generally a temporary issue with the streaming service.
Solution: Restart the streaming app | restart the streaming device | uninstall & reinstall the streaming app. These steps may help with a streaming service glitch.
3: There may be a router issue.
Test: If your video is buffering check at least one other device at the same time to see if it performs tasks online as expected. If the issue is happening on more than one device assume a WiFi or router issue.
Solution: Unplug the router from the power outlet. After 45 seconds, plug it back in and allow 5 minutes for it to reboot, then try again.
If these steps to not solve the buffering problem, give us a call for help troubleshooting.
If you have not requested a custom password to be set up, be sure to use the 16 character long WPA Key on the sticker on your router.
Note: The 8 character long password at the bottom of the sticker is only used for logging in to change router settings.
Many older Wi-Fi devices do not have the 5GHz radios built in, so they must be connected via 2.4 GHz. If your device has the 5GHZ radios but you’re still not able to see the network, there is a chance it may be out of the 5GHz range. Higher frequency translates to shorter range. This means 5GHz frequencies do not penetrate solid objects as well as 2.4GHz which limits their reach inside homes.
No. 5G (5th Generation cellular service) is sometimes confused with the 5GHz (5 Gigahertz WiFi frequency) because of their abbreviations, but they are not the same.
All advertised speeds are “UP TO” advertised speed and are not guaranteed (especially over WiFi). For detailed info on how speedtests work and and improving your speedtest results, checkout the article HERE
Speedtest Notes:
- Speedtests depend on many factors including: network traffic from your connected devices, other traffic from your computer, traffic on the site hosting the test, etc.
- Speed limitations:
- WiFi – 2.4GHz will deliver a max speed of 70-80Mbps
- WiFi – 5GHz will deliver a max speed of 300-500Mbps
- Hardwired connection (via ethernet cable) can deliver 1Gbps of bandwidth to a device.
- Range effect: distance and materials between the router and the wirelessly connected device weaken the connection strength which causes proportionate deterioration of speed.
- Device limitations: Age and processing power of the device play a role, and testing at 1Gbps is unlikely unless you are using a fairly new computer.
- Notable speed or connectivity problems are most commonly issues with wireless devices involving interference or range.
- For additional tips to maximize the performance of your service please see our WiFi Tips sheet.
If you have reviewed the info above and think there are issues causing your service to under-perform, please give us a call for troubleshooting. Be aware that requesting a technician visit for onsite speedtesting will result in a service charge.
Tools Of The Trade
Repairs, Maintenance & On-Site Support
- On-site support after the initial installation is available during normal business hours at a rate of $75/hr with a minimum of 1 hour.
- On-site support is available on nights and weekends at a rate of $150/hr with a minimum of 1 hour.
- Repairs resulting from weather damage, FBEMC equipment failure, or other factors outside the member’s control will be repaired during normal business hours at no charge.
- If you damage the fiber optic cable inside your house or your router’s power adapter, you can avoid an on-site charge by visiting our Marshall office to pick up a replacement to install yourself. You will only be billed for the cost of the part.
Maintenance Window: To maintain a secure & reliable network, we conduct periodic maintenance on our equipment that may impact customer connectivity. While this maintenance generally only occurs every 3-4 months, we reserve Wednesday mornings between 3AM & 4AM as a standing maintenance window for items such as: updating firmware, applying patches, and upgrading equipment.
