TIPS FOR TROUBLESHOOTING UNITED'S HIGH-SPEED INTERNET ISSUES
Are you experiencing slow internet? Check these things first before calling technical support.
Test with Ethernet
Wi-Fi bandwidth works great for most household internet devices. However, there may be some activities that require a hard wire or direct connection using an Ethernet cable to experience the full potential of United’s network. These activities may include competitive online video gaming or streaming 4K content. If you feel you are experiencing slower than usual internet speeds, plug your device directly to your router using an Ethernet cable, and visit speedtest.net to test your speed. United does not guarantee wireless speeds due to device constraints.
Nearby interference from other devices can potentially reduce your internet speeds. To optimize your internet speed, you may need to change the frequency channel on the router. The router by default, is set to an “auto” channel selection state—typically jumping back and forth between channels 1 and 11. Several ‘WiFi analyzer’ apps are available through your device’s specific app store. These applications may be utilized to assist you in determining the frequency channel your router, as well as other devices, are currently broadcasting over. You may login to your router to change these settings should you see heavy traffic on the channel your router is currently broadcasting.
United’s Calix Gigaspire routers are equipped with two frequency bands. They are 2.4GHz and 5.0GHz. Both simultaneously broadcast and sync with your existing devices to optimize connectivity.
Router location is key to your internet experience. Your router should be as close to your heavy internet using devices as possible. Before one of United’s installation contractors comes out to connect you to United’s high-speed internet services, be sure to keep in mind what the ideal location would be for your router in relation to your large internet users. For example, if you have a home office that you use quite frequently, it might be best to place your router near that side of the house. If your family streams TV and movies in the living room, it might be best to place the router in a centrally located room near the living room.
Sometimes your router may have issues reaching far away rooms, or multiple stories. If you are finding that certain rooms or areas of your home seem to have more issues with internet connectivity than others, you may want to purchase United’s Wi-Fi extenders. These extenders work seamlessly with our Calix Gigaspire router to extend the signal of the Wi-Fi to distant areas of the home. These are extremely easy to use and install when paired with United’s Calix Gigaspire router.
Contact UCS Tech Support
If you are still having issues with your internet speeds, feel free to call our 24/7 technical support at:
OR: Click the live chat button on this page.
No Internet Connection
If you are experiencing no internet connection, the first thing you should do is check your optical network terminal. The optical network terminal will display a red light if there is no service (or light) to the device. Should this be the case, please call our 24/7/365 technical support line (833-FASTUCS) as there is most likely an issue with your fiber connection. We will schedule a repair as soon as possible. If all indicators on the optical network terminal are green, your service is still up. The next step to troubleshooting your connection should be to check the router. To ensure the router has not reset for any reason, power cycle your router. Also, make sure to check the CAT6 Ethernet cable connecting the optical network terminal to the router, and that it is securely plugged into each device. This CAT6 cable should be plugged in the WAN port on the back of the router. Should the issue persist, physically pull the power adaptor out from the back of the router, and reinsert to power up. The router should reboot and be fully functions within one minute.
Device Throughput Information
United does not guarantee wireless speeds, however for optimal test results, you may test your speeds by going to speedtest.ucs.net. Each device has its own bandwidth capacity constraints that adversely affect speed readings. A wired, Ethernet test provides a much more accurate depiction of the speeds provisioned for the premises. United’s fiber-to-the-premise service speeds are provisioned to provide up to 1Gb of download/upload speed.