Select an FAQ below. 

What is the PTCI WiFi App?
The PTCI WiFi App is an official PTCI app that works in conjunction with Whole Home WiFi. You can download the PTCI WiFi App on the Apple App Store or on the Google Play Store for free. The PTCI WiFi App allows you to control your home WiFi network from your phone and also alerts you of security threats that ProtectIQ blocks.
What is ExperienceIQ?

ExperienceIQ comes with PTCI Whole Home WiFi and is controlled through the PTCI WiFi App. ExperienceIQ gives you the power to manage every aspect of your network including passwords, enabling a guest WiFi network, managing network access, content filters, parental controls, device prioritization, and more.

What is ProtectIQ?

ProtectIQ is a network firewall that comes with Whole Home WiFi for no extra cost. ProtectIQ works in the background to keep unwanted visitors out of your home WiFi network.

How can I check my internet speed?
You can run a speed test from the homepage of our website: and look for our speed test under Quick Links at the bottom of the page.
What are the download and upload internet speeds?

Internet speeds are measured by megabits per second (Mbps). The upload speed is the rate at which your connection, or device, sends data somewhere else. Uploading is necessary to backup files to a cloud, email large files, video chat, or for online gaming. Download speed is the rate at which you receive data from the internet or somewhere else.

What is WiFi?

A WiFi network, or wireless network, uses a radio frequency signal instead of wires to connect your devices to the internet and to each other. The WiFi signal can be picked up by any wireless-capable device such as a laptop or tablet within a certain distance in all directions.

What is the difference between WiFi and internet?

WiFi and internet go hand-in-hand, but they are not the same thing. Internet service is what gives you the ability to access the web. WiFi is what distributes internet service throughout your home so that you can access it wirelessly. Without WiFi, you can only connect to your internet service through a wired connection. Typically, WiFi connects your laptop, phone, tablet, and other devices to the internet. WiFi is the easiest way for most devices to access the internet.

What does “connected but no internet” mean?

When you see “Connected, no internet access” or similar errors, it means that your computer is connected to the router correctly but cannot connect to the internet.

How can I troubleshoot my WiFi?

First, check to make sure all wires are connected to your router. Reboot your router. Check to make sure you have the correct WiFi network name and password information.

Why is my internet slow or work sometimes and not others?

Many factors can contribute to issues with your internet speed. Issues like aging routers, aging WiFi-connected devices, or subscribing to an internet plan that doesn’t meet your usage needs can all degrade your internet experience. To help diagnose your unique internet troubles, please call us at 800-752-5411 to open a ticket so we can help you.

Why can’t I run multiple streams on LTE?

Many streaming providers recommend 8-10 Mbps per stream. Please visit your streaming provider’s website for specific internet speeds per stream. Fixed LTE internet is only capable of providing up to 30 Mbps.

What does Fixed LTE internet mean?

The internet is being provided wirelessly from our tower, similarly to how cell phones work.

Why do I need to reboot my LTE internet equipment?

Rebooting your equipment will often reset the connection with the tower and can resolve most problems with your Fixed LTE service.

Why does Hulu lock me out while using my Fixed LTE internet?

Because Hulu uses IP address authentication, Fixed LTE customers often pull new IP addresses causing Hulu to register you as using its service in a new location. After a set number of IP address changes, the Hulu account will lock.

None of these FAQs fit my issue. What do I do?

Please call us at 800.562.2556 so we may assist you.