FAQs

Frequently Asked Questions

How do I find out what speeds I am receiving for my Internet connection?

Navigate to http://www.speedtest.net and run speed test to Minnetonka server, or go to http://speedtest.usinternet.com. Please keep in mind; these are public websites in which users are testing to on a consistent basis which can/will cause results to be lower than what you are actually receiving. They are meant to give you a rough idea of what your connection is capable of. Clearing browser data and restarting the browser will help improve your speed results. Also, the performance of your computer can play a factor on speeds as well. It is ideally to try to keep CPU usage as low as possible, which can be monitored in Windows Task Manager or Mac Activity Monitor.

What is a power cycle, and how do I know when I should perform one?

 A power cycle is a procedure performed by unplugging the power on the modem/router, for approximately 20-30 seconds, in attempt to reconnect or retrain the connection to the host and the network.

What is a fiber Internet connection?

A fiber Internet connection, sometimes referred to as FTTH, FTTP, or FTTX, is the use of fiber optic cabling to send and receive Internet signals between US Internet and the home using light, which allows your Internet connections to travel literally at the speed of light. This provides a super reliable connection with a nearly unlimited capacity for future growth.

Can I use Virtual Private Networking (VPN) with a fiber Internet connection?

Yes. US Internet does not block this feature.

Why isn't my VPN working?

Verify the Host Server address is correct as well as the Host Username and Password. This information will need to be obtained by your employer or your employers IT Department. If you connect through a router, there may be settings that are not configured properly to support a VPN connection.

Can I use my own wireless router with the US Internet fiber connection?

Yes. Although, US Internet will be unable to help support 3rd Party products (i.e., Linksys, Belkin, D-Link, etc.). If you are confronted with any technical issue with your router that is preventing Internet connection, please consult with your router manufacturer’s technical support for troubleshooting once confirming there is Internet connection from the US Internet modem or wall jack.

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?

You will need to run a CAT5e grade Ethernet cable from the wall jack, or Ethernet Port 1 of the US Internet provided fiber modem to the WAN/Internet port of the wireless router. The router will need to be configured with a DHCP/Dynamic Internet type, which most make/model wireless routers are already set to out of the box. Though it is not a requirement for your service to work, for security reasons we highly recommend configuring WPA2 Encryption to secure your home wireless network.

What hardware is provided, and installed by US Internet?

A US Internet managed fiber modem is installed in single family homes. For multiple dwelling units, such as apartments and duplexes, an Ethernet wall jack is installed in the unit by US Internet or by building management.An optional US Internet provided wireless router can be used or your own current wireless router may be used. If you use your own wireless router, be aware that there is a possibility it will not be able to handle the higher speed service plans, especially if it is more than a couple of years old. The US Internet provided wireless routers all are capable of performing up to the 1 Gbps (1000 Mbps) speed service plan.

Am I able to have a Static IP Address on the US Internet fiber connection?

Yes. Static IP Address assignments, for Business class service only, are available upon request with your Sales representative, or US Internet Customer Service.

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
  • Speakers
  • Wireless printers
  • Home automation devices
  • Bluetooth devices (mouse, phone, PDA, headset, cell phone, etc.)
  • Cordless phones
  • Televisions
  • 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

Physical Interference:

  • Walls
  • Stucco Siding
  • Lead Paint
  • Masonry
  • Mortar
  • Cinder Block
  • Brick
  • Insulation
  • Double Pane, Gas Filled, or Polarized Windows

 

Can I use XBox Live or Stream Gaming networks with US Internet fiber connection?

Yes. Although, port forwarding from a router to the game console may be necessary if the NAT option in your router isn’t working properly.

What can I do to increase my Internet speeds?

To increase your speed package, you will need to contact Customer Service @ (952) 253-FAST or your Sales representative.

Why can't I connect to my wireless network?

The network key being entered may not match what is configured within the router. If it is a saved network connection, it is recommended that the save information be deleted; and re-entered appropriately when attempting to re-connect to the wireless network. Network keys are case sensitive.

What is a Network Key, and do I have one?

A Network Key is the password configured within the router to allow network access which will prompt prior to when a device tries to connect.

What should I do if I don't have an Internet connection, but have a dial tone on my Ravon phone service?

It is likely there is a conflict in your wireless routers auto configuration (DHCP). Power cycling you router for 20-30 seconds should resolve this. If power cycling your wireless router does not resolve the issue there is likely an issue with the Ethernet cable running from the Internet source to the router, and a new Ethernet cable will need to be installed to replace the suspected faulty cable. If there is still an issue it is recommended that you call into our technical support staff.

Why am I able to connect wirelessly to the Internet, but not with device connected via Ethernet cable?

It is likely that the Ethernet cable being used is faulty, and a new Ethernet cable should be installed to replace the faulty cable. The wireless adapter being enabled may be conflicting with the Ethernet adapter. The Ethernet (LAN) port in use may be defective. You will need to contact your router manufacturer’s support, if a 3rd Party device, to troubleshoot. Contact US Internet technical support if the router was provided by USI.

Will Direct TV work with US Internet fiber connection?

Yes. Devices/services such as Direct TV only needs an Internet connection for updates, downloads, and uploads.

How do I increase my NAT level for gaming?

The NAT option is implemented after the Internet comes into the home through the use of a router. This option will need to be enabled in order to increase the NAT level. If NAT is already enabled, you will need to apply port forwarding rules from the router to the gaming console.

Do I need to enter a password in order to connect to the Internet?

If you are directly connected to the Internet source, a password is not needed in order to connect to the Internet. If you are connecting via wireless router, a Network Key (password) will need to be entered to connect to the network if the router is configured with a WEP/WPA/WPA2 (WPA2 is highly recommended) encryption.

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.

AVG: http://download.cnet.com/AVG-AntiVirus-Free-2014/3000-2239_4-10320142.html?tag=mncol;1

Avast: http://download.cnet.com/Avast-Free-Antivirus-2014/3000-2239_4-10019223.html?tag=mncol;1

Malwarebytes: http://www.malwarebytes.org/

Spybot: http://download.cnet.com/Spybot-Search-Destroy/3000-8022_4-10122137.html

Note: The said security programs are not supported by US Internet.

Why does my device keep disconnecting from my wireless network?

Your wireless signal to the access point may be too weak to hold the connection, wireless interference may be affecting your connection to the access point, or your battery is dying and your device is shutting down adapters to preserve battery life.

Where is the US Internet fiber connection currently offered?

US Internet fiber service is only available in select areas, and grows a little each year as we are limited to time when installing the fiber optics. To keep updated on where US Internet is installing fiber optics and live locations, you can visit http://fiber.usinternet.com/coverage-areas/.

Why do my speed test results not reflect the speeds US Internet has advertised when directly connected?

There are a lot of variables that can influence a speedtest result, especially at the higher speeds above 100 mbps.

  • 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?

When you test on an Xbox it will say something like Strict NAT, Moderate NAT, or Open NAT. Ideally one would want to have an Open NAT type. NAT is a router function where it translates the public IP address we give them, into a private IP address the router hands out. If NAT were not enabled and they have a private IP address issued by a router, they would not be able to get online. What you might say is, “Make sure UPnP is enabled. If you still have a strict or moderate NAT type, you will need to apply port forwarding rules from the router to the gaming console.

What do I have to do to upgrade to 1 Gbps (1000 Mbps) service?

Verify network adapters installed in your devices are Gigabit (1000 Mbps) capable. (Note: If you purchased your computer, gaming console, or other network-capable device within the last two to three years, they may already be equipped with Gigabit-ready network ports.)

Windows Machines:

  1. Press Win (Start) + R on your keyboard to open “Run” command window.
  2. Type “ncpa.cpl” in the Open field, and press OK.
  3. Right-click on the network adapter icon, and choose Properties from the context menu.
  4. From the adapter Properties window, click the Configure button.
  5. Select the Advanced tab.
  6. Locate “Link Speed”, “Speed & Duplex”, or “Connection Type” within the list, and select by clicking to highlight.
  7. From the Value drop-down menu, ensure there is a selection for 1 Gbps Full (1000 Mbps).

Apple Machines:

  1. Click on the Apple icon to open the Apple menu, and select System Preferences.
  2. Find/open Network from System Preferences.
  3. Click to highlight the network adapter from the adapter column on the left, and select Advanced.
  4. From the desired network adapters Advanced properties, click on the Hardware tab.
  5. 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?

Troubleshooting Netflix, and other video streaming applications, buffering issues:

  • 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.