Select an FAQ below.
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.
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.
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.
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.
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.
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.
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.
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.
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.
The internet is being provided wirelessly from our tower, similarly to how cell phones work.
Rebooting your equipment will often reset the connection with the tower and can resolve most problems with your Fixed LTE service.
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.
Please call us at 800.562.2556 so we may assist you.