FAQ

How do I restart my modem?

If your modem is not working and you need to restart it, turn off your computer, then unplug the power cord from the back of the modem, wait 10 seconds,  plug the power cord back into the modem and wait for the lights on the front of the modem to come back on. When they are on and operating normally, restart your computer again.

Why can’t I get online?

• First check that the coaxial cable, power, and Ethernet/USB connections are plugged in securely on the back of the modem.
• Check to see if your modem is connected. You can verify this by looking at the Cable or Online light on your modem.

1. If this light is on and not blinking:
• If you have a router, unplug the router from the electric outlet for 30 seconds and plug it back in. Reboot your computer, and check for a connection.
• If you still do not have a connection, if you are running a software firewall (F-Secure, Mcafee Internet Security, Norton Internet Security, Zone Alarm, etc), try temporarily disabling this service and check for a connection.
• If you are still without a connection, please contact Internet Technical Support at 1-866-620-9435. Representatives are available 24 hours a day, 7 days a week.

2. If the Cable or Online light is not solid green:
• If your modem has US and DS lights and both are blinking in unison, push the Standby button (this will be a small, grey button on the front of the modem). If the Online/Cable light comes on and does not blink, reboot your computer, and check for a connection.
• If your modem does not have US and DS lights, try power cycling your modem by unplugging the power cord from the modem. Wait 30 seconds, then plug it back in. Wait 1-2 minutes. If the Cable/Online light comes on and does not blink, reboot your computer, and check for a connection.

• If the Cable/Online light is still not solid after these steps, please contact Internet Technical Support at 1-866-620-9435. Representatives are available 24 hours a day, 7 days a week.

What types of broadband service are there?

• Cable or Cable Modem – The Internet service provided by a cable company. The Internet connection is provided on the same type of cable that you plug into your television for Cable TV service. This is the fastest service.
• DSL (Digital Subscriber Line) – Transforms copper telephone lines into carriers of digital data. DSL uses the same copper wires that carry voice traffic to your telephone to carry high-speed data. This is the slowest internet speed. (Don’t go there!)
• Satellite – One-way high-speed Internet technology that uses satellites orbiting the Earth to transmit data downstream through a satellite dish attached to your home. (very slow)

Is broadband Internet service the same as high-speed Internet service? Broadband and high-speed are interchangeable terms used to refer to the power of the Internet connection you are using.

What factors impact the max speed my lines can support?

• the processing speed of your computer and or router
• the speed of the connection between your computer and modem or router (Ethernet and wireless are faster than USB)

What makes my day-to-day download speed vary?

• the time of day ie. how busy the network and the Internet are (6-9pm being the busiest time, when speed can reduce significantly)
• the speed of individual websites you are visiting (some have a maximum access speed)
• whether you’re sharing your connection with others in your home
• whether you have software running in the background, such as spyware

What is download speed? Upload speed?

Download speed is the time it takes for your computer to access a webpage from a server.  Upload speed is the time it takes for your computer to send information to a remote computer. For example, a higher download speed means that your browser will load pictures from a photo sharing website faster.  A higher upload speed means that you will be able to post pictures to that same website more quickly than someone with a slower speed.

How will multiple users affect the speed of my Internet cable modem?

Multiple users normally will not affect the speed of your connection nor will watching TV and surfing the Internet at the same time.  However, if one or more users are doing something that requires a large amount of bandwidth, like watching an online video or playing a game, you may notice slower speeds.

Why should I choose cable over satellite? Satellite and cable companies get their content from the same source, the networks. Programming is exactly the same when watching your favorite shows. When local programming occurs there are some    exceptions. Your local cable provider provides access for local advertising and community access programming. Also when you pay your bill part of that money goes back to the community that you live in. (known as Franchise Fees)

Why am I not getting all my channels?

You may need to reprogram your TV. Find the Menu button on your remote, look for channel search (or something similar, all TVs are different), and have your TV do an auto search for all channels. This should put every available channel back on your TV.

My picture quality is poor. Is there anything I can do to fix it myself?

The most common problems with picture quality have to do with connection issues.  If the tips below do not solve the quality issue, please contact us at 1-877-368-2110.

• Make sure all connections are tight. Connections should be hand tightened. If you are using a cable receiver, the cable coming from wall should be connected to the input on the cable box. If you’re not using a cable box, the cable coming from the wall should be connected to the input on the VCR, DVD player or directly to the TV.
• If you’re using a cable receiver, make sure the power is on. Make sure your TV is set to channel 3/4 or the correct video input. If you have a VCR or DVD player, make sure it is turned off.
• If you are using a cable splitter, check to make sure it is the correct type. It must be one we have installed. Do not use consumer equipment you have purchased at a local store.

Why does my screen have a black box or letter box sometimes, and other times not? Network programmers  provide this depending on the type of signal they are producing at the time. For example, the current show you are watching is broadcast in high definition, then a commercial comes on, and the black box or “letter box” appears. This is because programming went from high definition to a standard definition program, or changed from a normal aspect (full screen) to wide screen (letterbox).

Why do I get Spanish on one or several channels? This is made possible by the SAP (secondary Audio Programming) setting on your TV. Many networks now provide a secondary audio channel that is present with the broadcast. The SAP setting on your TV searches for that secondary channel instead of the primary channel. To correct this please check your menu setting on your TV or refer to you manufactures user guide or manual.

How do I check my voicemail?

• If you are calling for the first time, dial *62 and the voicemail will prompt you to enter your password and your message.
• From your phone you dial *62 then enter your password. This gets you into your voicemail.

If calling from another phone, dial your phone number. When the voicemail picks up you dial “*” then your password. This gets you into your voicemail.

• Bills are due on the 3^rd of each month for the current month. We cannot change your due date.
• The bills are run around the 15^th of each month for the following month. You should receive it no later than the 20^th.
• You can make a payment by:
1. Mail to Spirit Broadband PO Box 249 College Grove, TN 37046
2. Pay at US Bank at 1310 N Main St. You need your account number!
3. Pay  over the phone at 1-877-368-2110
4. Pay online at www.spiritbb.com

Where I can get technical support for my game console?

Spirit Broadband does not provide technical support for game consoles.  For technical support for your game console, contact the manufacturer or retailer where you purchased the console.