As your local internet provider, we at FASTnet understand the importance of swiftly resolving issues so you can fully enjoy your high-speed internet. To assist you in troubleshooting common problems, we compiled a list of the most frequently asked questions from our valued customers. Let’s dive in and address these concerns so you can get back to online browsing, streaming, working, and more.
“Why is my connection speed slower than what the package says?”
Internet speeds on your package represent the maximum potential speeds achievable under ideal conditions. However, real-world usage often varies due to a couple of factors:
- Wireless vs. Wired Connection: Using an ethernet cable, wired connections deliver more stable and higher speeds than wireless connections. On the other hand, Wi-Fi signals are wireless and subject to interference from various obstacles. This often results in lower signal strengths. Because of this, Wi-Fi speeds might not match the maximum speeds available in your internet package.
- Device Capabilities: Individual devices have varying speed capabilities due to their hardware. For instance, regardless of the speed package, a smartphone may not reach the same speeds as a desktop computer. Older devices may also be limited in their ability to handle higher speeds, contributing to slower internet experiences.
To optimize your internet connection:
- Consider using a wired connection through an ethernet cord for devices that require high-speed access.
- Upgrade older devices if possible or use them for tasks that don’t require high-speed connections.
- Address any factors that might be consuming bandwidth unnecessarily, such as heavy background processes or jailbroken devices (devices that have been modified to bypass their limitations) are not supported.
Remember that the circumstances around your devices heavily impact their speed capabilities, but these strategies can help you reach higher speeds, do more on your internet plans, and enhance your connectivity experience.
“My TV is buffering. How do I fix it?”
When dealing with buffering on your TV, the first step is to discern whether you’re using cable or streaming services.
- If you have cable TV, buffering might be caused by external factors such as weather conditions, cable network congestion, or hardware glitches—all areas outside our internet services. In such cases, we recommend contacting your cable provider directly for assistance.
- If you’re experiencing buffering issues while using streaming services, we can help. You can begin troubleshooting these issues by starting with the basic checks: ensuring your device’s hardware functions correctly, updating software, confirming your connection settings, and conducting a hard reset. Check out FASTnet’s troubleshooting guide for more details on these checks and more. If your at-home troubleshooting doesn’t solve the issue, our customer service representatives can assist. You can reach them at (662) 327-8900 to investigate and resolve deeper internet-related problems.
“Can I use Smart Home Wi-Fi with my own mesh boosters/Wi-Fi repeaters?”
Mixing equipment types can lead to compatibility issues, resulting in buffering and performance degradation. For this reason, stick to a singular kind of hardware/software to ensure optimal performance and prevent conflicting systems. For example, to take advantage of Smart Home Wi-Fi’s benefits, you’ll need to use only FASTnet devices from your router onward. If you opt to use third-party boosters instead, you can use any brand’s router. Whichever you choose, use the same equipment across your home to avoid potential problems.
“Why is My Wi-Fi signal strong in some places and weak in others?”
The strength of your Wi-Fi signal can vary based on several factors. In larger homes or those with longer layouts, the signal must travel through numerous walls to reach far-out devices. Additionally, denser materials in your home (such as concrete, brick, or insulation) can impede Wi-Fi signals, resulting in weaker spots or dead zones. This is especially true for devices that live outside your home, such as security cameras or smart doorbells. Because a dense outside wall separates these devices from your router, they will often get the weakest signal.
You can mitigate these issues by strategically placing Smart Home Wi-Fi access points (APs) or other boosters around your home. In the case of a smart security system, you might place an AP near the outside wall where the camera is attached so that the signal reaches your device.
Remember, device-related issues can also contribute to inconsistent Wi-Fi signals. If a particular device is having trouble in your home and others in that area are not, refer to our troubleshooting steps to identify and rectify potential device-related problems.
That concludes our most frequently asked service questions! For additional help, our dedicated customer service team is available at (662) 327-8900 from 7 am to midnight. As always, thank you for trusting FASTnet with your internet service.