Welcome to US Internet’s knowledgebase, where you will be able to find answers to your questions regarding our solutions.
Click here for help on configuring Microsoft Exchange Links
US Internet believes in net neutrality
- We do not have data caps
- We do not block or filter content
- We do not provide preferential network treatment
- We do not throttle internet traffic
- We do not sell customer data
- We support reasonable network practices that are neither anticompetitive nor prejudicial
Does US Internet sell customer data?
How do I find out what speeds I am receiving for my Internet connection?
What is a power cycle, and how do I know when I should perform one?
What is a fiber Internet connection?
Can I use Virtual Private Networking (VPN) with a fiber Internet connection?
Why isn't my VPN working?
Can I use my own wireless router with the US Internet fiber connection?
How do I connect my wireless router, and what settings do I need to configure to the router when using the USI fiber Internet connection?
What hardware is provided, and installed by US Internet?
Am I able to have a Static IP Address on the US Internet fiber connection?
What is wireless interference, and am I subject to it on a US Internet fiber connection?
Wireless interference is caused by radios on the same frequency, and some electronic devices which can cause speed and connectivity issues between a wireless connected device and the wireless access point it is connecting to. Below is a list of known Radio and Physical interferences. It is recommended to make sure such devices are approximately 10-12 feet away from the transmitting access point.
RFI (Radio Frequency Interference and EMI (Electromagnetic Interference):
- Microwave Oven
- 2.4GHz video or wireless security systems
- Wireless printers
- Home automation devices
- Bluetooth devices (mouse, phone, PDA, headset, cell phone, etc.)
- Cordless phones
- Wireless Video Camera’s
- Wireless computer accessories (mice, keyboards, Xbox360 controllers, PS3 controllers, other wireless game controllers, etc.)
- Fluorescent lighting
- 2.4GHz wireless baby monitor
- 2.4GHz ham radio operation
- WISP (wireless internet service providers) which may be using non-Wi-Fi type of modulation (e.g. WiMAX)
- Poor electrical wiring and connections. This can emit RF all over the spectrum – not just within 2.4
- Stucco Siding
- Lead Paint
- Cinder Block
- Double Pane, Gas Filled, or Polarized Windows
Can I use XBox Live or Stream Gaming networks with US Internet fiber connection?
What can I do to increase my Internet speeds?
Why can't I connect to my wireless network?
What is a Network Key, and do I have one?
What should I do if I don't have an Internet connection, but have a dial tone on my Ravon phone service?
Why am I able to connect wirelessly to the Internet, but not with device connected via Ethernet cable?
Will Direct TV work with US Internet fiber connection?
How do I increase my NAT level for gaming?
Do I need to enter a password in order to connect to the Internet?
Does US Internet provide Anti-Virus, Malware, Spyware, or Adware protection?
No. Customers will need to provide their own security software. There are free options, such as AVG and Avast. Also, Malwarebytes and Spybot are free and commercial malware and spyware software.
Note: The said security programs are not supported by US Internet.
Why does my device keep disconnecting from my wireless network?
Where is the US Internet fiber connection currently offered?
Why do my speed test results not reflect the speeds US Internet has advertised when directly connected?
- Speedtest servers become more and more unreliable at the higher speeds in general.
- The speedtest servers, including US Internet’s, are public and used by many people on our network and across the Internet at the same time all day long
- Operating Systems (Windows, Mac OSX, etc) all have various network performance tuning options that can significantly impact network throughput.
- Customer network cards and chipsets may also be insufficient to actually send and receive above a certain level of traffic as well.
- Customer network drivers may also be old and need updating
When using a wireless connected laptop, tablet, or other mobile device to perform speed tests, it is very difficult to achieve the full bandwidth capacity due to the nature and limitations of wireless technology. Make sure you are using a network cable connected laptop or desktop computer to perform speed tests.
- Having a browser with old version that is not up to date could also be the cause of poor performance on a speed test. Make sure that the browser you are using to run the speed test is up to date.
What are the recommended minimum computer requirements?
- 1 Ghz CPU speed or higher with multi CPU or multi core
- 1 GB of RAM Memory or more
- 1 gigabit network card built in (as opposed to a USB network card)
- 500 MB of open hard drive storage.
- Web browser version that is not older than 2 years
How do I optimize my NAT status for gaming?
What do I have to do to upgrade to 1 Gbps (1000 Mbps) service?
- Press Win (Start) + R on your keyboard to open “Run” command window.
- Type “ncpa.cpl” in the Open field, and press OK.
- Right-click on the network adapter icon, and choose Properties from the context menu.
- From the adapter Properties window, click the Configure button.
- Select the Advanced tab.
- Locate “Link Speed”, “Speed & Duplex”, or “Connection Type” within the list, and select by clicking to highlight.
- From the Value drop-down menu, ensure there is a selection for 1 Gbps Full (1000 Mbps).
- Click on the Apple icon to open the Apple menu, and select System Preferences.
- Find/open Network from System Preferences.
- Click to highlight the network adapter from the adapter column on the left, and select Advanced.
- From the desired network adapters Advanced properties, click on the Hardware tab.
- From Hardware, ensure there is a Speed selection for 1000baseT full-duplex.
Verify Ethernet cables are CAT5e or CAT6 grade cables.
(Note: Look at the side of your network cables, and notice the cable type printed on them. If they are all labeled CAT5e, you are ready to go. If not, you can purchase new cables relatively inexpensively. In most cases, CAT6 cables do not provide a significant performance increase over CAT5e cables. However, if you wish to future-proof your network, you may consider using CAT6 cables.)
Verify your Router/Switch is 1 Gigabit (1000 Mbps) capable.
(Note: Even if every other part of your network is upgraded to Gigabit standard, if your router/switch are still FastEthernet, they will bottleneck your network. If you were provided with a router/switch from US Internet, they should already be Gigabit ready.)
US Internet has tested many products and found the Netgear Nighthawk R7000 model wireless router to perform extremely well for high performance wired and wireless connections. Contact our customer service if you’d like to obtain one from US Internet. Click here for more details on the Netgear Nighthawk R7000 <http://www.netgear.com/home/products/networking/wifi-routers/R7000.aspx>.
Here is a third party website that compares WAN to LAN performance for many popular routers available <http://www.smallnetbuilder.com/tools/charts/router/view>
How can I resolve buffering issues with Netflix and other streaming applications?
- Ensure your Internet browser (Firefox, Google Chrome, Safari, etc.) is updated to the latest version.
- Clear browser cache and cookies, and restart browser.
- Ensure browser plug-ins, which operate video streaming, (i.e., Silverlight, Adobe Flashplayer, etc.) are updated to the latest version.
- Ensure the software application on you Entertainment device (i.e., Smart TV, Xbox, etc.) are updated to the latest version.
- If applicable, clear system cache on device you are using. (i.e., Xbox = System Settings>Storage or Memory> highlight storage device, and press “Y” on controller>Clear System Cache). (SEE Owners Manual or Support website for your device to see if this step is applicable to you.)
- Connect device directly to the Ethernet wall jack and/or router via Ethernet cable to elude wireless interference. (SEE “What is wireless interference, and am I subject to it on a US Internet fiber connection?” FAQ for troubleshooting.)
- If applicable, like Netflix (SEE https://help.netflix.com/en/node/87), try adjusting the data usage for your streaming application.