FAQ’s

Q: My internet keeps dropping. Where is the problem and can you fix it?

Yes…but it may not be the answer you think. If your internet connection keeps ‘dropping’ and you are connected within your home wirelessly, chances are the issue is the radio signal between your router and your devices. As more devices cut the cord, greater demands are being placed on the frequencies that carry WiFi in your home; often times with interference and undesirable results. We can’t stress enough the use of a quality router. We suggest dual band concurrent routers that utilize the latest WiFi technology, 802.11ac.

It is also plausible that the WiFi signal strength is simply too weak. Weak signal issues can be solved by using multiple access points, wireless repeaters, or simply moving the equipment closer to where you use it. All of these solutions can have negative impacts if not properly deployed. If you need guidance, ICTC can help design and deploy a solution with our network in-sites solution – click here to learn more.

In some instances, there may be trouble on the cable delivering services to you. If you think this may be the case, call our office at 800-350-9137 so we can dispatch a tech.

Q: When am I getting fiber optic services?

As of 9/1/2016, ICTC currently offers fiber optic services in the towns of Hope, Sanborn, and Tower City. Outside of these three towns, ICTC is still formulating its plans to add fiber optic services. We are currently engaged with federal resources to secure a funding mechanism that will affordably bring fiber optics to the masses. While we do not yet have a time frame of when things will happen, be assured that we are diligently working on service improvements that will increasingly include fiber optics. As we solidify our plans, we will make announcements on our website and facebook page.

Until we have fiber service everywhere, ICTC has made significant service improvements in the 2015 and 2016 construction seasons adding 30 new rural locations that serve internet. It has been a significant effort, and it shows with our internet usage demands having increased by 600% in just three years.

Q: Can I bundle TV services with my ICTC phone and internet service?

ICTC does not currently offer video services at this time. Many ‘over the top’ devices can provide video over your existing internet connection – smart TV’s , roku, wii, xbox and many more devices support internet based video.

Q: What equipment do I need to have ICTC Internet?

DSL services require the use of a modem compatible with our equipment.  Should you need a modem, ICTC has modems preloaded with our custom firmware available for purchase; just ask an ICTC representative for more details. ICTC does not rent modems at this time.

ICTC welcomes the use of your own modem should you have one. However due to the large variety of vendors and models of modems, ICTC does not configure or support devices not acquired though us.  Should you bring your own device, most VDSL2+ modems will work for packages above 20meg. For packages of 20meg or below, an ADSL2+ modem is adequate in most instances. ICTC uses the standard VPI/VCI of 0/35 for all of our DSL equipment.

Fiber optic internet customers will not need a modem as connections are made directly with the ONT.

If you want to connect multiple devices and do away with the cords, you will need a wireless router. There are many wireless routers available from retail stores and we encourage that you pick a quality brand such as Dlink, Asus, or Linksys. If you need a router, ICTC offers network in-sites; our managed router platform for more details click here.

Q: Why can’t I connect to the internet? Is it your service or my router?

Problems connecting to the internet can be a challenge for many people to troubleshoot.

As a general rule of thumb, look at your router (Zhone, Paradyne, Comtrend, or Xyzel) – find a light that says “DSL” or “Status”. This light should be on steady. If it is on steady and you can not connect to the internet, likely the issue is customer equipment – it usually helps to power cycle your devices, starting with the router, and working your way outwards to computers and mobile devices, waiting for each device to fully boot before moving to the next device.

If the “DSL” or “Status” is flashing, the equipment is attempting to connect to our network. Wait a moment for it to connect and stay on steady, then power cycle your devices, starting with the router, and working your way outwards to computers and mobile devices, waiting for each device to fully boot before moving to the next device.

If you find that the “DSL” or “Status” light does NOT stay on steady, call our office for additional support as it may mean there is a problem with the underground cable.

As the demands of the internet grow, we find that our subscribers increasingly struggle with the limitations of wireless connectivity to their routers. When purchasing a wireless router, be mindful of these limitations and consider that the size, layout and composition of your home as well as the number of devices and interference from other device can and will impact performance. In many instances, one wireless router/access point is NOT sufficient.

Though it is possible to connect your computer directly to our equipment, it is highly encouraged that you obtain a router to act as a firewall between the internet and your equipment. Doing so will greatly increase your home network security.

Q: I keep getting disconnected from the internet – why?

If you are on fiber optic services, or have DSL where the DSL/Status light is on steady, chances are you are struggling with wireless issues between your router. To test, connect to your router using a network cable, bypassing wireless. If the cabled device stays connected, when the wireless device does not, there is likely an issue with interference, or low signal strength.

Often times the solution is moving closer to the wireless equipment or removing the sources of interference. Interference is frequently caused by other non-internet devices using the same channels, like cordless phones, bluetooth (including bluetooth capable printers), wireless speakers, wireless weather systems, and wireless video cameras.

If it is not possible to move closer to the router, adding an an access point, or wireless repeater can often make significant improvements.

Q: How do I change my email username (login name) or password?

You need to call our help desk 1-888-201-3150 and request the change.

Q: When I try to send or receive e-mail it rejects my password, what do I do?

You need to check your e-mail settings. Go to “E-mail Settings” under the help section for the e-mail program that you use.

Q: What happens to the e-mail messages I delete?

Once you delete messages from the Inbox, Outbox, Sent Items, Drafts; the messages go to the Deleted Items folder. If you want to permanently delete the messages, you need to delete them from the Deleted Items folder. Once permanently deleted, messages can no longer be retrieved from your computer.

Q: I am having trouble accessing any web pages, what is wrong?

If you have DSL, the first thing you will need to do is reboot your modem and then your router. To reboot the modem, locate the power cord on the back of it. It should be a small black cable with a round end that plugs directly into the box itself, an AC adapter cord. Pull that out, all the lights on the front of the box should go out. Wait about twenty seconds and then plug it back in. Once the lights come on again, if you have a router, follow the same procedure with that. After rebooting, try accessing the internet. If it still isn’t working, please contact our helpdesk and they can troubleshoot with you further.

Q: Is internet available in my area? How Fast is it?

ICTC DSL is capable of speeds over 50 meg, sometimes more – but distance from our internet equipment can have a significant impact. As a rule of thumb, subscribers in town can usually achieve 50 meg. Customers outside of city limits can vary in speeds depending on distance. In most cases ICTC can provide speeds at 5 meg or higher, though several remote areas exist where speeds are less.

If you are on ICTC fiber optic services, we offer speeds up to 100 meg.

 

Q: Do I need to have special wiring installed?

No, the vast majority of homes and businesses will not need special wiring, as DSL works over the same lines that carry your telephone service.

 

Q: What are the computer requirements to receive ICTC’s DSL Internet Service?

Essentially all computers in use today easily meet the requirements; although the faster your computer system is the faster your Internet experience will be.

If you have questions about computer requirements, you can receive assistance through our Internet Help Desk at 1-888-201-3150.