Check your power and connections
The first thing you should do when troubleshooting is check your power supply and cords. Is everything still connected and on?

Restart your modem
If power and cords aren’t the issue, try rebooting your modem. Restarting is the simplest and quickest way to troubleshoot common tech issues.

Check for outages
Outages can be caused by Mother Nature or a construction crew working near our fiber lines. Give us a call at 936-243-4237 for further help.

Still having issues?
Give us a call at 936-243-4237 and our talented service technicians will be happy to assist.

Internet speed is a combination of bandwidth (download and upload) and latency. Bandwidth measures the size of the “internet pipe” and latency measures how long of a delay exists for information to move through the pipe. The LARGER the bandwidth (size of pipe), the faster the internet connection will feel. The LOWER the latency (amount of delay), the faster the internet connection will feel. This means you can have a very high bandwidth (ex. 100 Mbps), but if the latency is high, your internet connection will still feel slow.

Think of it like a highway system where the lanes represent the size of your bandwidth. More lanes (bandwidth) allow more cars (data) to pass through. Latency describes how long it takes for the car (data) to first show up onto the highway. With high latency, the data simply takes longer to get moving!

Latency – The delay in processing data over an internet connection. Low latency = less delay. High latency = more delay. Typical latency on a cable internet connection can be 100 milliseconds (ms) or more. Typical latency on a fiber connection is less than 30 ms.

Download – The amount of data that can be sent TO your computer/device in a set amount of time. This is measured in megabits per second. Reading emails, visiting websites, and streaming videos or music, are all examples of “downloading”.

Upload – The amount of data that can be sent FROM your computer/device in a set amount of time. This is measured in megabits per second. Posting pictures/videos, adding attachments to emails, or saving files to the cloud are examples of “uploading”.

When stated together, the download and upload bandwidths are shown like this: 100/5 (indicates a 100 Mbps download bandwidth and 5 Mbps upload bandwidth). Internet service providers typically only advertise their download bandwidth as they utilize asymmetrical systems where the download and upload are not the same.

What are the capabilities of your device?
Many devices such as phones and tablets are only capable of performing at limited speeds. For example, an iPhone 8 is limited to 600 Mbps.

How many devices are connected?
The modern family is more connected than ever before. Streaming TV services, tablets, phones, thermostats, printers, and even Wi-Fi enabled appliances all use valuable bandwidth. If you have a lot of devices connected to your internet, you may benefit from our fastest internet package.

Streaming TV apps will still be useable and will likely perform better because the quality of our internet is superior to our competitors. Phone service will depend on the type of service and limitations from that provider.