Internet Help

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Your Internet speed requirements depend on 1) how many Internet-connected devices you have in your home, 2) how many people live in or frequent your home and could feasibly use the Internet at the same time, and 3) what people who live in or frequent your home do on the Internet and how bandwidth-intensive the activities are.

Not sure which Internet speed is right for you? Try our Internet Speed Quiz or give us a call for a custom speed recommendation.

Upload speed refers to the rate at which you are able to send data to the Internet, whereas download speed refers to receiving data from the Internet. When you post pictures to social media, send an email, game, or use a webcam or videoconference you are uploading data. You are downloading when you’re surfing the web, buying music, or using a streaming service like Netflix.

CLtel’s Fiber Internet delivers symmetrical speeds, meaning that our upload speeds are as fast as our download speeds. This is denoted in the format of 1Gig/1Gig, 500Mbps/500Mbps, etc. The first number refers to download speed and the second number refers to upload speed.

Other providers only offer asymmetrical speeds, due to the constraints of their network infrastructure (i.e. they don’t have Fiber). Their offerings are denoted in the format of 1Gig/50Mbps, 300Mbps/30Mbps, etc. Slow upload speeds like these can significantly hamper your Internet experience.

Our symmetrical speeds offer the best Internet experience around – whether you’re uploading or downloading.

Click here to conduct a speed test. You can also run a speed test via the free CLtel WiFi app.

Important note: to check the true speed of the connection to your home or business, you must physically connect to your router via Ethernet cable. If you conduct a speed test via your smartphone (or similar device) over WiFi, you will likely be limited by the throughput capability of your smartphone (particularly if the device was made prior to 2021), making it appear as though you are not receiving the speed that you should.

There are many factors that affect the speed you experience on your devices. When you select a particular CLtel Internet speed, that is the speed that will be provided to your home or business’ Optical Network Terminal (ONT). If you want to maximize your subscribed speed or ensure your most important device gets priority on your network (like a work computer or gaming console), we recommend that you “hard wire” (connect the device to your router with a Cat5e or Cat6 Ethernet cable) applicable devices. Hard wiring a device increases the Internet speed to that device by transferring an Internet signal over the Ethernet cable instead of distributing it through the air (WiFi). A wired connection gives you the best speed because it is not subject to interference issues that WiFi has such as data loss, proximity to the router, and other factors. Click here (link to Ultimate WiFi section below → Connecting Wired Devices to Your Ultimate WiFi System”) for instructions on how to connect wired devices.

In most cases, however, it is not feasible to hard wire all of your devices, and after all, the great thing about WiFi is that it eliminates the need for wires. But it is crucial that your WiFi performs well, because it doesn’t matter how fast the Internet speed to your house is if your WiFi can’t keep up. That’s why we offer our Ultimate WiFi service – a whole-home, managed, mesh WiFi 6 network – for FREE. You’ll never have to worry about WiFi again. Check out the Ultimate WiFi section below for more information on how to optimize your WiFi.

Many Internet service providers place limits on the amount of data you can use each month (sometimes called “data caps”) and charge overage fees when you exceed your monthly allotment.

Not us! We have no data caps and no overage fees! With CLtel Internet, you get a pure, fast, Fiber-powered connection that isn’t limited by data caps so you can maximize your experience – and maximize the service’s value.

Visit our Equipment page (link to equipment page) for product sheets, specifications, and other information on the gear that delivers the exceptional service quality we’re known for.

We stand behind our service 100% and offer free repair and replacement in the event of a connectivity issue at your home or business. Due to our extensive investment in network infrastructure and remote troubleshooting tools, we are often able to resolve issues from our office, which means you can be up and running again in minutes – not days. If you do experience a service disruption, please call our office at 641-357-2111 so that our expert Customer Service Representatives and Technicians can resolve the issue as soon as possible.

In some cases (for example, if a piece of equipment fails), a service call to your home may be necessary. Please note: if the cause of the issue is not CLtel equipment or service, a service call charge will be added to your next bill. For example, if you are experiencing an issue with your smart TV connecting to WiFi but other devices in your home are able to connect, a service call fee will be assessed, as the issue is with a specific piece of customer-owned equipment and is outside of our control. Rest assured, this will be explained to you before any work is done.

The CLtel WiFi app allows you to easily manage your home or small business WiFi network within minutes. Download the app and take control of your WiFi network today!

1. Download the app. Search either the Apple App Store or Google Play Store for “CLtel WiFi” and install it on your mobile device.
2. Select “Sign Up” near the bottom of the screen.
3. Enter your information to set up your account (name, email, password, location). The password you enter here will be used to access the app.
4. Select “Yes” to continue.
5. Tap the QR code that appears within the app (you will be asked to allow access to your camera). Point your camera at the QR code found on the bottom or side of your router (Calix u6, 844G, or 844E). Select OK.
6. Tap “Click here to skip” since your WiFi is already working. Click submit, and you’re done!

Periodically changing your WiFi password (and ensuring that it is strong) is a smart personal security measure.

To change your password, first download the free CLtel WiFi app. The app makes changing your WiFi password quick and easy. Plus, there are many other helpful customization options within the app.

Next, follow the instructions in this video.

WiFi and Internet are sometimes used interchangeably in everyday conversation, but they are not the same thing. In the context of CLtel services, Internet service is the wired connection to your home, and WiFi is the wireless connection within your home.

Historically, Internet Service Providers have only provided (and supported) wired connectivity up to the outside of the home, leaving the WiFi connection within the home solely up to the customer to purchase, set up, manage, maintain, and fix when troubles arise. That pain point led us to decide to include our premium, whole-home, managed, mesh WiFi system called Ultimate WiFi for FREE. Because providing the best Internet and WiFi experience to you, our customer, is our #1 priority.

WiFi 6 is the latest generation of WiFi technology, and it comes standard with our Ultimate WiFi service. Previous WiFi generations (read: most routers made prior to 2021) limited speed; even if a customer had a 1 Gig Internet connection, they would experience slower speeds due to limitations of using outdated router technology.

With our WiFi 6-enabled Ultimate WiFi service, you’ll maximize your Internet connection and say goodbye to buffering, lagging, and freezing – even when everyone in the house is online, too.

Many factors can affect your WiFi connection and your speed. Here are some tips to optimize both

Wireless Router Placement

Our expert Technicians ensure that your router is placed in a central location in your home, off the floor, and away from metal objects.

Range Matters

Stay within range of your router. Typically, the closer you are the better the signal. Our technicians ensure you have excellent WiFi coverage throughout your home, but if something changes (a large appliance is added to a room it was not in previously, the home is remodeled or added onto, you decide you’d like coverage on your outdoor patio, etc.), you may need an additional mesh WiFi extender for $5.⁹⁵/mo. Give us a call, and our technicians will be happy to help.

Running Interference

Reduce the number of items placed directly next to, or around, your router and avoid using other wireless devices (like baby monitors or cordless phones) that operate on the same frequency.

User a Modern Router

WiFi 6 is the latest generation of WiFi technology, and it comes standard with our Ultimate WiFi service. Previous WiFi generations (read: most routers made prior to 2021) limited speed; even if a customer had a 1 Gig Internet connection, they would experience slower speeds due to limitations of using outdated router technology.

With our WiFi 6-enabled Ultimate WiFi service, you’ll maximize your Internet connection and say goodbye to buffering, lagging, and freezing – even when everyone in the house is online, too.

Size and Coverage

It is crucial to have enough WiFi coverage for the size and building style of your home. If you have a large and/or multi-level home, it may be necessary to add additional mesh WiFi extenders to fill in the WiFi coverage gaps or expand coverage. It is also important to consider the building style and material make-up of your home. If your home has plaster and lath walls or concrete floors, additional WiFi extenders may be necessary for $5.⁹⁵/mo. Give us a call, and our technicians will be happy to help.

Devices

Make sure your devices are equipped with Gigabit-compatible network cards and that all devices are clear of malware, extra program and app clutter and Internet browsers don’t have toolbars or add-ons slowing down your connection.

Order the Internet Speed You Need

To make sure you are getting the best WiFi experience, keep in mind the more devices that are accessing your WiFi network at one time, the more speed you need to accommodate them. “Overloading” your WiFi network by trying to use more downstream (or upstream) speed than what you subscribe to may result in devices appearing to slow down or freeze and video streaming to continually buffer. Not sure which Internet speed is right for you? Try our Internet Speed Quiz or give us a call for a custom speed recommendation.

Security Clearance

It is important to password protect your network. This not only ensures that no one is siphoning your Internet connection, but it also allows you to control who is accessing your home network.

To change your password, first download the free CLtel WiFi app. The app makes changing your WiFi password quick and easy. Plus, there are many other helpful customization options within the app.

Next, follow the instructions in this video.

At installation, our technicians ensure you have excellent WiFi coverage throughout your home. If something changes, though, (a large appliance is added to a room it was not in previously, the home is remodeled or added onto, you decide you’d like coverage on your outdoor patio, etc.), you may need an additional mesh WiFi extender for $5.⁹⁵/mo.

Additionally, if you have a large and/or multi-level home, it may be necessary to add additional mesh WiFi extenders to fill in the WiFi coverage gaps or expand coverage. It is also important to consider the building style and material make-up of your home. If your home has plaster and lath walls or concrete floors, additional WiFi extenders may be necessary. Give us a call, and our technicians will be happy to help.

The CLtel WiFi app allows you to easily manage your home or small business WiFi network within minutes. Download the app and take control of your WiFi network today!

1. Download the app. Search either the Apple App Store or Google Play Store for “CLtel WiFi” and install it on your mobile device.
2. Select “Sign Up” near the bottom of the screen.
3. Enter your information to set up your account (name, email, password, location). The password you enter here will be used to access the app.
4. Select “Yes” to continue.
5. Tap the QR code that appears within the app (you will be asked to allow access to your camera). Point your camera at the QR code found on the bottom or side of your router (Calix u6, 844G, or 844E). Select OK.
6. Tap “Click here to skip” since your WiFi is already working. Click submit, and you’re done!

If you are experiencing a slow Internet connection, follow these steps to troubleshoot:

1. Try another device
   • Whether due to age, outstanding software upgrades, or other variables, some Internet-connected devices simply don’t perform as well as others.
   • If you’re experiencing slow Internet, try using a different Internet-connected device to determine whether the issue is truly due to the Internet connection or if it is due to a particular device performing poorly.
   • If you believe the slow Internet is not due to a specific device, continue to Step 2.
2. Conduct a Speed Test
   • There are three ways to conduct a speed test:
     1. Use the CLtel Wi-FI mobile app *recommended*
        • Watch Video
        • Conducting a speed test via the app is reliable, as the app will test the speed at the router, just like connecting directly via CAT5/CAT6 Ethernet cable.
     2. Direct-connect *recommended*
        • Using a device such as a laptop or PC, connect a CAT5/CAT6 Ethernet cable from the device to the back of your GigaSpire router.
          • To measure the true Internet connection to your home or business, it is important that you connect directly to your router before conducting a speed test. Testing via WiFi will always result in a slower test, as all WiFi systems (even top-of-the-line options like our Ultimate WiFi) experience some degree of throughput loss as data travels through the air.
        • Visit our speedtest page, to conduct a speed test.
        • If your results are not within 5-7% of your chosen Internet speed package (1Gig/1Gig, 500/500Mbps, etc.), continue on to Step 3: Reboot your router.
     3. Use WiFi
        • If you choose this method, please be aware that this is the least reliable method. To measure the true Internet connection to your home or business, it is important that you connect directly to your router before conducting a speed test. Testing via WiFi will always result in a slower test, as all WiFi systems (even top-of-the-line options like our Ultimate WiFi) experience some degree of throughput loss as data travels through the air.
        • Position your device near your router with no physical barriers between the two.
        • Visit our speedtest page, to conduct a speed test.
        • If your results are not within 10-15% of your chosen Internet speed package (1Gig/1Gig, 500/500Mbps, etc.), continue on to Step 3: Reboot your router.
3. Reboot your router
   • Like many other electronic devices, sometimes “rebooting” or restarting a router is all that is needed to resolve issues.
     1. Locate the power supply on the back of your router. The power supply is a thin cord with a round connector. You can also find the power supply by tracing the cord that is connected to the power outlet back to the router.
     2. Unplug the power supply and keep it unplugged for ten seconds.
     3. Plug the power supply back in, and wait a few minutes for the router to restart.
     4. If rebooting does not resolve the slow Internet issues, continue to Step 4.
4. Give us a call and try a faster speed
   • Sometimes you simply need more speed. Contact us to upgrade to the next fastest Internet speed for 3 months at no extra charge – and no obligation to keep the faster speed at the end of the trial. The faster speed may be exactly what you need!

If you have no Internet connection (pages will not load, service is disconnected on your computer, smartphone, tablet, etc.), follow these steps to troubleshoot:

1. Try another device
   • Whether due to age, outstanding software upgrades, or other variables, some Internet-connected devices simply don’t perform as well as others.
   • If it appears as though your Internet is out completely, try using a different Internet-connected device to determine whether the issue is truly due to the Internet connection or if it is due to a particular device performing poorly.
   • If you believe the Internet issue is not due to a specific device, continue to Step 2.
2. Reboot your router
   • Like many other electronic devices, sometimes “rebooting” or restarting a router is all that is needed to resolve issues.
     1. Locate the power supply on the back of your router. The power supply is a thin cord with a round connector. You can also find the power supply by tracing the cord that is connected to the power outlet back to the router.
     2. Unplug the power supply and keep it unplugged for ten seconds.
     3. Plug the power supply back in, and wait a few minutes for the router to restart.
     4. If rebooting does not resolve the slow Internet issues, continue to Step 3.
3. Contact Us
   • Occasionally, there are instances which require additional troubleshooting. Contact us and one of our professionals will take it from there.

If your WiFi seems to drop intermittently, follow these steps to troubleshoot:

1. Try another device
   • Whether due to age, outstanding software upgrades, or other variables, some Internet-connected devices simply don’t perform as well as others.
   • f you’re experiencing intermittent WiFi, try using a different WiFi-enabled device to determine whether the issue is truly due to the WiFi connection or if it is due to a particular device performing poorly.
   • If you believe the intermittent WiFi is not due to a specific device, continue to Step 2.
2. Reboot your router
   • Like many other electronic devices, sometimes “rebooting” or restarting a router is all that is needed to resolve issues.
     1. Locate the power supply on the back of your router. The power supply is a thin cord with a round connector. You can also find the power supply by tracing the cord that is connected to the power outlet back to the router.
     2. Unplug the power supply and keep it unplugged for ten seconds.
     3. Plug the power supply back in, and wait a few minutes for the router to restart.
     4. If rebooting does not resolve the WiFi issues, continue to Step 3.
3. Contact Us
   • Occasionally, there are instances which require additional troubleshooting. Contact us and one of our professionals will take it from there.

If your WiFi is not working at all, follow these steps to troubleshoot:

1. Try another device
   • Whether due to age, outstanding software upgrades, or other variables, some WiFi-enabled devices simply don’t perform as well as others.
   • If it appears as though your WiFi is out, try using a different WiFi-enabled device to determine whether the issue is truly due to the WiFi connection or if it is due to a particular device performing poorly.
   • If you believe the WiFi issue is not due to a specific device, continue to Step 2.
2. Reboot your router
   • Like many other electronic devices, sometimes “rebooting” or restarting a router is all that is needed to resolve issues.
     1. Locate the power supply on the back of your router. The power supply is a thin cord with a round connector. You can also find the power supply by tracing the cord that is connected to the power outlet back to the router.
     2. Unplug the power supply and keep it unplugged for ten seconds.
     3. Plug the power supply back in, and wait a few minutes for the router to restart.
     4. If rebooting does not resolve the WiFi issues, continue to Step 3.
3. Contact Us
   • Occasionally, there are instances which require additional troubleshooting. Contact us and one of our professionals will take it from there.

If certain areas of your home seem to have poor WiFi performance, but others do not, check out the “Optimize WiFi Throughput” and “Extend WiFi Coverage” sections in the Ultimate WiFi category on the Internet Page in the Help Center.

If you are unable to browse the Internet, follow these steps to troubleshoot:

1. Try another device
   • Whether due to age, outstanding software upgrades, or other variables, some Internet-connected devices simply don’t perform as well as others.
   • If you’re unable to browse, try using a different Internet-connected device to determine whether the issue is truly due to the Internet connection or if it is due to a particular device performing poorly.
   • If you believe inability to browse is not due to a specific device, continue to Step 2.
2. Restart your device
   • t your device
     Restarting electronic devices often solves performance issues.
   • Turn off your device, wait 10 seconds, and turn it back on. If you believe the inability to browse is not due to a specific device, continue to Step 3.
3. Reboot your router
   • Like many other electronic devices, sometimes “rebooting” or restarting a router is all that is needed to resolve issues.
     1. Locate the power supply on the back of your router. The power supply is a thin cord with a round connector. You can also find the power supply by tracing the cord that is connected to the power outlet back to the router.
     2. Unplug the power supply and keep it unplugged for ten seconds.
     3. Plug the power supply back in, and wait a few minutes for the router to restart.
     4. If rebooting does not resolve the issues, continue to Step 4.
4. Contact us
   • Occasionally, there are instances which require additional troubleshooting. Contact us and one of our professionals will take it from there.

If you are unable to stream, follow these steps to troubleshoot:

1. Try another streaming device
   • Whether due to age, outstanding software upgrades, or other variables, some streaming devices simply don’t perform as well as others.
   • If you’re unable to stream, try using a different streaming device to determine whether the issue is truly due to the Internet connection or if it is due to a particular device performing poorly.
   • If you believe inability to stream is not due to a specific device, continue to Step 2.
2. Try another streaming service
   • If you are unable to use a particular streaming service, try using a different streaming service (YouTube, Netflix, Hulu, etc.).
   • If you believe the inability to stream is not related to a specific streaming service, continue to Step 3.
3. Restart your device
   • Restarting electronic devices often solves performance issues.
   • Turn off your device, wait 10 seconds, and turn it back on. If you believe the inability to browse is not due to a specific device, continue to Step 4.
4. Reboot your router
   • Like many other electronic devices, sometimes “rebooting” or restarting a router is all that is needed to resolve issues.
     1. Locate the power supply on the back of your router. The power supply is a thin cord with a round connector. You can also find the power supply by tracing the cord that is connected to the power outlet back to the router.
     2. Unplug the power supply and keep it unplugged for ten seconds.
     3. Plug the power supply back in, and wait a few minutes for the router to restart.
     4. If rebooting does not resolve the issues, continue to Step 5.
5. Contact us
   • Occasionally, there are instances which require additional troubleshooting. Contact us and one of our professionals will take it from there.

Do you need help with your equipment? Please view the Internet Equipment page for detailed information about the CLtel Internet equipment that provides service in your home.

Having trouble with a piece of gear? A great first step is to reboot, or power-cycle, the equipment. To do this, simply find the power supply (it is often a thin cable with a round connector; you can also find it by tracing the cable that is connected to the power outlet back to the equipment), unplug it, wait 10 seconds, and plug it back in. This will initiate the reboot process and resolves many common issues.

Streaming is a method of delivering content, especially video and audio, from the Internet to your computer or mobile device. While similar to standard downloading, streaming differs in that it transmits data continuously so you can start watching or listening even while the remaining data is being received. Some examples would be YouTube, Netflix, or Watch TV Everywhere in a video format and Spotify or Apple Music in an audio format.

For the best streaming experience, it is crucial that you choose an Internet speed that can handle the number of users and types of streaming you plan to do. Click here to take our Internet Speed Quiz.

Your Internet speed requirements depend on 1) how many Internet-connected devices you have in your home, 2) how many people live in or frequent your home and could feasibly use the Internet at the same time, and 3) what people who live in or frequent your home do on the Internet and how bandwidth-intensive the activities are.

Not sure which Internet speed is right for you? Try our Internet Speed Quiz or give us a call for a custom speed recommendation.

Click here to conduct a speed test. You can also run a speed test via the free CLtel WiFi app.

Important note: to check the true speed of the connection to your home or business, you must physically connect to your router via Ethernet cable. If you conduct a speed test via your smartphone (or similar device) over WiFi, you will likely be limited by the throughput capability of your smartphone (particularly if the device was made prior to 2021), making it appear as though you are not receiving the speed that you should.

The CLtel WiFi app allows you to easily manage your home or small business WiFi network within minutes. Download the app and take control of your WiFi network today!

1. Download the app. Search either the Apple App Store or Google Play Store for “CLtel WiFi” and install it on your mobile device.
2. Select “Sign Up” near the bottom of the screen.
   Enter your information to set up your account (name, email, password, location). The password you enter here will be used to access the app.
3. Select “Yes” to continue.
4. Tap the QR code that appears within the app (you will be asked to allow access to your camera). Point your camera at the QR code found on the bottom or side of your router (Calix u6, 844G, or 844E). Select OK.
5. Tap “Click here to skip” since your WiFi is already working. Click submit, and you’re done!

There are many great features available with the free CLtel WiFi app. However, there are enhanced security and parental control features available with the Experience & Protection+ upgrade.

For details, see comparison table

Download the free CLtel WiFi app. Changing your WiFi password is quick and easy, and there are many other helpful customization options.