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Internet

Device Reset Instructions

Performing a restart of your modem is the most common solution to Internet-related issues.

1. Unplug the power cord from the modem.
2. Wait for 30 seconds.
3. Plug the modem back in and wait for the lights to go steady.
4. Note: If you are not using a router, skip to step 5. Wait for 30 seconds.
5. Reboot your PC.

Router Reset

1. Unplug the power cord from the router.
2. Wait for 30 seconds.
3. Plug the router in.
4. Reboot your PC.

Troubleshoot Internet Connectivity Issues Affecting Multiple Devices

Not Able to Connect

Try this first: Performing a restart of your modem is the most common solution to Internet-related issues.

1. Reset your cable modem.
2. Unplug the power cord from the modem. Wait 30 seconds. Plug the modem back in and wait for the lights to go steady.
3. Power-cycle the router. If you are not using a router, skip to step 4. Unplug the power cord from the router. Wait 20 seconds. Plug the router in.
4. Reboot your PC.

The Receive light on my modem is blinking.

The receive light on your modem should be steady and indicates the downstream signal has been confirmed. If the receive light is blinking it indicates a problem.

1. Check all the cables and make sure they are secure.
2. Unplug the power cord from the modem, wait 30 seconds, then plug it back in.
3. Wait for the power, send, receive, and online lights to go steady. If the receive light continues to blink, contact Technical Support.

The Send light on my modem is blinking.

The send light on your modem should be steady and indicates the up-stream signal has been confirmed. If the send light is blinking it indicates a problem.

1. Check all the cables connected to the modem and ensure they are secure.
2. Unplug the power cord from the modem, wait 30 seconds, then plug it back in.
3. Wait for the power, send, receive and online light to go steady.
4. If the send light continues to blink, please see Technical Support.

The Standby light is on.

The standby light indicates the modem’s activity status. This status can be changed with the button on top of the modem.

On - The modem has no activity and no internet access.

Off - The modem will be operating normally.

Troubleshoot Internet Connectivity Issues Affecting Individual Devices

Internet Speeds FAQs

Not Able to Connect

Try this first: Performing a restart of your modem and router is the most common solution to Internet-related issues.

1. Reset your cable modem. Unplug the power cord from the modem. Wait 30 seconds. Plug the modem back in and wait for the lights to go steady.
2. Power-cycle the router. If you are not using a router, skip to step 4.
3. Unplug the power cord from the router. Wait 20 seconds. Plug the router in.
4. Reboot your PC.

Reset the affected device

1. Check the Ethernet cord and make sure it is connected securely. If you are using a wireless device, make sure the device is connected to the wireless network
2. Reboot your wireless router. Note: Please consult the device's user manual for reset instructions.
3. Reboot the Device. Note: Please consult the device's user manual for reset instructions.
4. If the problem persists, please contact technical support at (301)797-5000 for further assistance.

Internet - How to install a modem

Modem Installation Instructions

Use the following instructions to install a modem:

1. Connect the coaxial cable securely to the back of the modem
2. Plug in one side of an Ethernet cable into the modem. plug the other side of the Ethernet cable into a computer or router.
3. Plug in the power cable into the modem and wait for the lights to go steady. Note: If installing a new modem or switching to a different modem please contact technical support to have the modem activated
4. If you have any issues installing the modem please contact technical support at (301)797-5000 for further assistance

How to Check Network Status

Available here:

Troubleshooting Speed Issues

1. Check all the cables and make sure they are secure.
2. Unplug the power cord from the modem
3. Connect an ethernet cord between your modem and your computer
4. Plug the power cord into the modem
5. Wait for the power, send, receive, and online lights to go steady.
6. Go to the website speedtest.myactv.net
7. Press the "GO" button in the center of the screen

If you continue to have issues after performing this test please contact technical support at (301)797-5000 for further assistance

Note: We can only guarantee internet speeds to a device connected directly to the modem. We cannot guarantee speeds over a wireless connection. Many things can affect Wireless speed and connections, including how close you are to the wireless router, the walls in your home, other wireless networks in the area, or other things getting in the way, and even the device type.

Troubleshooting General Wireless Connectivity

Many things can affect Wireless speed and connections, including how close you are to the wireless router, the walls in your house, other wireless networks in the area, or other things getting in the way, and even the device type.

Try this first: Performing a restart of your modem is the most common solution to Internet-related issues.

1. Reset your cable modem. Unplug the power cord from the modem. Wait 30 seconds. Plug the modem back in and wait for the lights to go steady.
2. Power-cycle the router. If you are not using a router, skip to step 4.
3. Unplug the power cord from the router. Wait 20 seconds. Plug the router in.
4. Reboot your PC.

If you continue to have issues after performing this reset please contact technical support at (301)797-5000 for further assistance

Tips for Better Wireless Connectivity

Many things can affect Wireless speed and connections, including how close you are to the wireless router, the walls in your house, other wireless networks in the area, or other things getting in the way, and even the device type.

Resetting Your Equipment - Resetting your modem and router is good for the device's health and for your wireless performance. Doing this allows the devices to update their software, if necessary, which can help optimize your connection and speed.

Router Location - Place your Modem or router in the most central location of your home, preferably on the main floor instead of the attic or basement. Make sure it is at least a couple of feet off of the floor and confirm that the coax cable connection is finger tight.

Avoid putting your router in a confined space or next to anything that can block the wireless signal. The best placement for a router is in an open space away from walls and other household items that may cause interference with the wireless signal, such as microwave ovens, baby monitors, cordless phones, refrigerators and Bluetooth-connected devices.

Connect Devices with Ethernet - It is always best to connect devices that are not portable to your router or modem with an Ethernet cable. This will provide the most optimal connection to the internet. This is recommended for use with desktop computers, gaming consoles, and any video streaming devices. These devices use a lot of bandwidth and they will be more stable on a wired connection.

Internet Installation FAQs

Are there additional installation or setup fees?

No.

Can I get Internet internet service in my neighborhood?

Yes. Our Internet service is offered everywhere ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Broadband is offered.

What's involved in the installation process?

While it may only be necessary to install a splitter on the existing cable, due to the potential for introducing "noise" or interference into your cable system, a qualified technician will perform the installation of the splitter and cable outlet. If user-installed splitters are already present, the technician will perform quality assurance tests before deeming the service operational, and, if necessary, will rewire the outlet to meet proper specifications.

Internet Equipment FAQs

What hardware and software do I need to use ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Internet?

Software: Microsoft Windows Vista or later. Mac OS X 10.2 or higher.

Hardware*: You will need a two-way, DOCSIS 3.0 or higher compliant cable modem. ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Broadband is able to provide this modem with a small rental fee.

*Hardware must meet or exceed minimum requirements defined by the manufacturer to run the particular operating system.

What are the minimum system requirements?

• Microsoft Windows Vista or later
• Mac OS X 10.2 or higher

Hardware must meet or exceed minimum requirements defined by the manufacturer to run the particular operating system.

Requirements for 250Mbps service:

Software: Your desktop or laptop should be running a Microsoft Window 7 or above, or an Apple Supported OS X 10 operating system. You should use a recent version of one of the following browsers for the best speeds: Chrome, Firefox, Internet Explorer, or Safari.

Hardware: You can use a Cat5e or Cat6 Ethernet cable to facilitate your wired connection. Your desktop, laptop, router or any other device within your home network should have Gigabit Ethernet interfaces or adaptors for wired connections or have Wi-Fi adapters capable of 200Mbps speeds.

What is the difference between Fast Ethernet and Gigabit Ethernet?

Speed of Fast Ethernet is 100Mbps

Speed of Gigabit Ethernet is 1000Mbps

What is a cable modem?

A cable modem is an external device that connects to your computer. Cable modems translate radio frequency (RF) signals to and from the cable plant into Internet Protocol (IP); the communications protocol spoken by all computers connected to the Internet.

Can I attach a server to your network?

It depends. The residential ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Internet service is for private, home use only and does not support or allow servers of any kind. However, ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Internet has Business class service available that does allow the kind of connectivity a server requires.

What is ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Smart WiFi?

Smart WiFi uses the latest technology to create a seamless coverage blanket to connect all your devices throughout your home.

Does Smart WiFi replace my current WiFi router?

Yes. Smart WiFi is a complete WiFi system that replaces any current WiFi access points.

What is included with ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Smart WiFi?

Your subscription includes a modem, a WiFi extender unit, and access to a free app with advanced features advanced WiFi management tools that let you set parental controls, set up a guest network, manage passwords and more.

How many Smart WiFi extender units do I need for my home?

The modem and extender unit that comes with your subscription are perfect for most 1-2-bedroom homes. Larger homes will need more units to cover additional rooms. Our Customer Care team and installation technicians will make certain you have the correct devices to deliver the right coverage for your specific floorplan.

What devices work with ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Smart WiFi?

All of your WiFi enable devices should have no problem connecting to Smart WiFi.

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Flight

What does 2.3 Gigabit per second Internet mean?

The connection speed available at the device we install on your premises is capable of transmitting 2,300,000,000 bits of information every second. Understand that your actual throughput speed depends on many factors.

Why would I want ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Flight 2.3 Gbps service in my home or business?

Because this is the most advanced, cutting edge technology that can dramatically change the way you interact with the Internet. To start, here are some key benefits to consider:

For Your Home

• Browse the Web with instant page changes, photo sharing, shopping and more with no buffering.
• An amazingly fast, richer multi-player gaming experience.
• Stream multiple movies simultaneously on devices throughout your home.
• Imagine a future with everything from virtual doctor appointments, remote access to the classroom, and even live participation in public events, right from your living room.

For Your Business

• Download and upload huge files in a flash
• Video conferencing
• Best experience for multiple employees
• Perfect for data-hungry applications
• E-commerce
• Increased productivity and more!

What do I need to know about Internet speeds with Flight?

We want to make certain you enjoy all of the benefits offered by ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Flight Fiber speeds! Our engineers and technicians have put a lot of work into designing systems to help deliver that gigabit experience inside your home. First, we pull a fiber optic connection directly to your home and connect it to an ²ÝÝ®ÊÓƵÔÚÏß²¥·Å provided Optical Network Unit (ONU).

Wired devices

Although ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Flight provides 1 Gigabit speeds, there are a number of factors that can cause your network speeds to slow down. Some of these include:

• Older network interface card: If your computer, laptop, and tablet has a 1 Gig network interface card, the device has the ability to communicate with ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Flight fiber network at 1 Gig speeds when connected to the Network Box with an Ethernet cable. Some devices that have a 1 Gig network card may not communicate at that speed inside the device, which can also affect your overall communications speed.
• Out-of-date hardware: Many factors affect upload and download speed, including the type and age of hardware, the operating system, web browser, and the other applications. When performing network speed tests, make sure your device is wired to the network with no other applications running.
• Slow connections between ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Flight fiber network and the websites you visit: Not all points on the Internet between ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Flight fiber network and the websites you visit (including speed test websites) necessarily run at 1 Gig. Even if our network and your devices are can accommodate 1 Gig speeds, you may not receive 1 Gig speeds from end to end - often due to heavy traffic or rerouting delays on other parts of the Internet.

Wireless devices

• Wireless adapters typically do not accommodate the full 1 Gig speed. To get the fastest possible network speeds, you should use a wired connection.
• If you do use wireless devices with ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Flight 1 Gig service , you can still expect much faster speeds than you would get with other types of wireless access. Wireless speeds can be improved by reducing exposure to interference from outside sources that can cause significantly reduce network speeds for wireless devices. Learn more about optimizing your wireless network.
• Maximum speed is determined by a number of factors, including the connection type, the number of devices you're running simultaneously, the age of your device, etc.
• The following sections describe speeds achieved using ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Flight Gigabit service on a variety of wireless and connected devices.

What if I’m not getting the speeds I expect?

If you're not getting the speeds you expect, you may need to change something in your environment or upgrade your device.

Wi-Fi speeds can be affected by the following:

• The number of wireless devices connected to the network at the same time. Connecting many devices to a network at the same time can reduce available bandwidth for each device. Reducing the number of devices connected to a network might improve performance.
• The distance between the device and access point.
• Device characteristics, such as the 802.11 version.

• The Internet itself. Most common Internet destinations do not serve content to users at 1 Gbps speeds. Even though you have 1 Gbps service and you have wired your computer directly into your new router to be able to download at 1 Gbps, you still cannot download any faster than the server to which you are connected can serve.

• Both Wi-Fi and wired connections can be affected by the quantity and quality of content being downloaded or uploaded.

If you choose to use a wireless router with ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Flight Fiber, please consider the following:

• Network equipment should have 2.3 Gbps ports. The router/firewall may not be able to support 2.3Gbps throughput even if the physical ports are 2.3Gigabit capable.
• If you use a router, you may need to make provisions for QoS (Quality of Service) and rate limiting to ensure optimal performance for all connected devices.
• The number of devices utilizing the 2.3Gbps Internet connection can limit bandwidth for individual users.
• The internal router firewall must be capable of processing data at speeds of 1Gbps.
• A wireless router will not provide 2.3Gbps speeds wirelessly (see below).
• The network protocols themselves have overhead necessary to function. A 2.3Gbps connection speed will always have a lower throughput speed because of this network overhead.

What types of cables will be used with ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Flight Fiber?

CAT5e and Cat6 Ethernet cables best support ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Flight Fiber speeds.

Do I need to buy new devices?

Probably not, unless they are older. Any device between the modem and your computer could be a weak link in the chain, limiting the speed of the connection. These devices may include your firewall, router, switch and laptop, tablet or smartphone. Check the documentation for the specific devices to find out the maximum speeds. Newer equipment with a 1000BaseT network interface card may support up to 2.3Gbps speeds.

Do I need additional equipment?

No. When we install your new Internet service we will activate an Ethernet port that will connect to your computer or network device.

Will I need a modem?

You do not need a modem. ²ÝÝ®ÊÓƵÔÚÏß²¥·Å will provide the device that the fiber connects to (Optical Network Unit).

Can I buy my own modem?

No, ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Flight Gigabit service does not use a modem. It uses an Optical Network Unit (ONU) that we will provide as part of the service.

Will I be able to use WiFi with ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Flight Fiber?

Yes. The equipment we will provide is designed to give you Internet access either through the wired connection. You may also connect a wireless router to the device that ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Flight provides. For the best performance, we recommend you use an 802.11AC router with multiple streams. ²ÝÝ®ÊÓƵÔÚÏß²¥·Å can provide these routers for an additional charge.

Can I use my own wireless router?

Yes. We recommend an 802.11ac router with multiple streams to receive the best wireless experience. Please note that wireless speeds are dependent on the device capabilities.

Will my WiFi connection be as fast as a wired connection?

No, WiFi connections are slower than wired connections. We recommend an 802.11ac router with multiple streams to receive the best wireless experience. Please note that wireless speeds are dependent on the device capabilities.

What is fiber optic cabling and what are its benefits?

Fiber optic cabling contains one or more strands of glass. Digital pulses of light carry signals along the line at the speed of light. This is the preeminent technology for Internet speed and reliability - it offers the highest speeds, best signal transmission, and best reliability in adverse weather conditions.

Is the speed the same in both directions (uploading and downloading)?

Yes, this is one of the great technological benefits of the service. ²ÝÝ®ÊÓƵÔÚÏß²¥·Å’s service will deliver 1Gbps upload AND download. This is particularly important for home-based businesses and two-way video conferencing sessions among other benefits. Actual transmission speeds will depend on your equipment.

Will there be a need to place any equipment on my home or business?

An ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Optical Network Unit (ONU) will be placed on the side of your home or business, which will house the fiber connections from the home or business to the rest of the ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Flight fiber network. Fiber optic cable will also be run underground or overhead (following utilities) from the street to the box on the side of your home or business.

How far does the fiber actually go into my house or business?

Fiber connects to an Optical Network Unit (ONU) in your home or business. This allows Ethernet services to connect to devices in the building.

What can I expect on the day of the ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Flight fiber installation?

On the day your installation is scheduled, our dispatcher will give you a confirmation call before the installer arrives. When our Installation Specialist arrives, he or she will ask you where you want the equipment placed and will be ready to offer advice about positioning the devices to optimize your signal throughout the home or business. If possible, plan to have all your devices in their permanent locations prior to the arrival of the installer. Clear other items out of the areas where you think the Installation Specialist might be working. Your feedback is welcome and appreciated in order to provide you a successful installation.

Our Installation Specialist will do all of the work. He or she will run fiber from an outside equipment box directly into your home or business. The Installation Specialist will try to use existing wires in the walls at your location whenever possible. It is not necessary to wire your home or business for Ethernet. However, if your location is already wired with Ethernet cables, the best Ethernet cable to use for gigabit service is Cat5e and or Cat6a.

If you plan to use the ²ÝÝ®ÊÓƵÔÚÏß²¥·Å wireless access point, you’ll want to figure out a location where you can get reliable coverage throughout the house or office area. The installer will string network cable to join that location to your ²ÝÝ®ÊÓƵÔÚÏß²¥·Å Optical Network Unit (ONU).