Internet Help

Step 1: Download the PremierHQ app on your mobile device

• Apple App Store
• Google Play Store

Step 2: Open the PremierHQ app and select "Let's Get Started"

Step 3: Scroll to the bottom of the page and choose "Don't have an account? Sign Up."

Step 4: Enter information as prompted. The password used here will be the password used each time you open the app.

Step 5: Since a Premier technician has already set up your GigaSpire, your system is connected and ready to go. Tap "Yes."

Step 6: On the bottom of your GigaSpire router is a sticker with model information and a QR code for easy setup. Scan the QR code or manually enter the MAC Address and Serial Number found on the sticker.

Step 7: If you are setting up your WiFi for the first time:

• Enter a Router Name (i.e., "John's Router")
• Enter a Network Name (SSID) (the name that will appear in your list of available WiFi networks on devices)

Step 8: Click "Submit" and begin using PremierHQ

Watch the video or follow the instructions below:

Step 1: Open the app and tap "My Network"

Step 2: Select the network you would like to change the password of

Step 3: Tap the pencil icon to edit your network name and/or password

Note: If you would just like to see your existing WiFi password, tap the eyeball icon by “Password”

Step 4: Type your new password in the box provided

Step 5: Tap "Save"

Open the app and tap the Settings icon. Then select "Set Passcode." Set a PIN that will be required any time the app is launched. The PIN must be a minimum of 4 characters. Once a PIN has been configured, it can be enabled or disabled.

Step 1: Add people to your app by selecting the People icon next to the Home icon. Then tap the "+" icon.

Step 2: Enter a name and select the devices that you'd like to add to this profile. Add a photo if desired. Select "Save."

Step 3: Tap the "Internet Access" switch to allow or deny Internet access to individual profiles.

Step 4: Tap the "Edit" button to add or remove devices from a profile.

Easily view and edit the devices connected to your network. Rename and recategorize each device and pause Internet access to each individual device.

Step 1: Open the app and tap "Things" to view a list of devices. You can sort this list by people, device type, or places.

Step 2: Tap the device name to view more details.

You may see device names that consist of a string of numbers and/or letters (this is typically the device's hardware or MAC address). To identify the device:

Step 1: Compare the device's MAC address (typically found on a sticker on the device or within the device's network settings) to the string of numbers listed in the PremierHQ app.

You can also toggle Internet access off for the unknown device and test your devices to determine which cannot access the Internet.

Step 2: After the device has been identified, tap the device name and tap "Edit" in the upper right corner of the screen. Type in a new name for the device in the "Name" field and tap "Apply."

Tap “Things” and tap the device you want to turn off. Toggle the Internet access option to "Off."

You can also turn off Internet access to a specific device that is associated with a family member’s profile by tapping “People” and selecting the person’s profile. Scroll down to select the device.

Decide when devices should be on- or offline by profile and set time limits for individual sites & apps.

Step 1: Open the app and tap "People" and select the profile you want to set a time limit to. Tap "Time Limits." You will see options for None, Everyday and Custom.

• Everyday: Impose the same offline hours each day
• Custom: Set different offline hours for each individual day of the week

Step 2: Tap on the day to set a start and end time for offline hours.

If you select Everyday, for example, and block 10pm to 6am, it will show up as 8 offline hours for each day.

You can also add additional offline hours for each day. Select "Custom," choose the day, and tap "Add time range" to add an additional block for that day.

Step 3: Tap "Save"

You can set up to 5 different offline blocks of time each day.

Your profile can also be set up for specific devices. For example, you can create a profile for gaming systems within your home and only allow them to be used during a specific block of time during the day.

Note: Devices trying to connect during days/times where access is blocked may behave as if it does not have an Internet connection or display an error of some sort, depending on the individual device or browser.

Set up multiple guest profiles and manage them with time limits and selected days:

Step 1: Open the app and tap "My Network." Then tap the "+" button in the upper right corner and choose "Add Network." Select "Guest" as the Wireless Network Type.

Step 2: Choose and enter a Guest Network Name (SSID). This is the name your guests will see in a list of available WiFi networks.

Step 3: Select a Security Type to protect your network. (WPA-2 mixed is recommended – it has greater device compatibility). Set and confirm your password for your guest network.

Step 4: Set start and end times for your guest network or choose “Endless” to enable it indefinitely until you manually delete or edit the network. Tap “Save.”

Step 5: Once you’ve configured your setting, you’ll have the option to send a text notification to any contacts stored in your mobile device that may be visiting. This will present them with the information needed to sign on to the guest network upon arrival.

Test your Internet speed to make sure everything is happy and humming:

Step 1: Open the app and tap "My Network"

Step 2: Tap "Bandwidth Test," then "Run Test." This will run a speed test. The results will appear as a notification in the notification center and the most recent results will also show on the main dashboard.

	Basic Parental Controls FREE on the PremierHQ App	Enhanced Parental Control Subscription $3.95/month
Create family member profiles	✔	✔
Name a profile and add a profile photo	✔	✔
Add/remove devices to each profile	✔	✔
Turn a profile off or on to control Internet access	✔	✔
Schedule offline times for each day of the week	✔	✔
Receive notifications about new activity within the PremierHQ app	✔	✔
Allow or deny access to entire sections of the web (example: nudity, violence, gambling)		✔
Allow or deny access to apps (example: Minecraft, WhatsApp, Snapchat) or add time limits for allowed apps.		✔
Allow or deny access to specific websites (example: reddit.com)		✔
View history of sites visited or apps used during the past day, week and month		✔
Enable or disable “safe search” within Google, Bing and YouTube searches to block inappropriate search results.		✔
Create a set device priorities so the most important devices get the best network speed.		✔

Step 1: Open the app and tap "People" and select the profile you'd like to view. You will see a screenshot of "Top Apps" the user has used the most.

Step 2: Select the timeframe you'd like to view: Daily, 7 Days, or 30 Days

To view usage by device, tap "Things" from the Home page and select the specific device you'd like to view. You can view device usage by minutes, hours, days and weeks.

Filters help you control the type of content your family is exposed to on the Internet.

Step 1: Within the app, select a profile and tap “Restrictions." In the menu, you’ll see three sections: Content Restrictions, Applications, Websites.

Step 2: Apply Safe Search (Google and Bing) and/or YouTube Restrictions at the profile level by enabling the options.

Content Restrictions

Prevent users from accessing entire sections of the Internet (i.e., pornographic and gambling websites, sites featuring violent content, P2P/file sharing sites). Once the item is checked, the app will refresh, and the filter will be applied.

You will also notice template filter presets. These block certain items based on age range.

Note: Individual websites are categorized into the following groups for content restriction purposes. While this does not represent all categories imaginable, it is the set that represents some of the most common groups parents wish to restrict. Cloud services and automation are responsible for analyzing and categorizing websites focusing on commonly seen sites. You can always block a specific site if it has not been categorized yet by using the website filter option.

Applications (Apps)

Ban or allow a profile to access specific apps (i.e., if your children need to get homework done, you can ban a gaming application from connecting to the Internet). Once the app (like Steam, Discord, Skype, Minecraft, etc.) has been added to the list, you can toggle it on or off, or set a daily time limit for that application. In the “Search Applications” field, begin typing to see if the app is available to block.

Websites

Ban or allow specific websites (i.e., if a user is spending too much time browsing a certain site, add the URL to block it). Once added, you can toggle it on or off to allow or block the site at any time.

Note: Applications are not websites. Applications access data directly from servers that a web browser would not know about or be able to block by name (this is where the application filter is used). Subscribers can block the website facebook.com via the website filter. If the Facebook application is installed and used as an app, it will also need to be blocked in the application filter.

You can also allow specific content that might have otherwise been blocked by a category filter (i.e., block the category “Social Network,” then add facebook.com to the website filter and set it to allow access specifically to Facebook.

When setting filters and time limits, it may take a few minutes to become active and apply the setting to active device connections.

Choose which devices get first dibs on the best Internet speed (prioritize your work-from-home laptop over the kids’ phones, tablets, or smart TV or prioritize your streaming device for family movie night):

Step 1: Open the app and tap “Things.” Select the device you want to fast-track and tap “Network Priority.”

Step 2: Toggle the button to “On.” To deprioritize a device, simply toggle the priority to “Off.”

See which threats have been blocked from all your connected devices with built-in network security that stops intrusions at the router level:

Step 1: Tap "My Network" and then tap the "Security" icon to find a graph that shows Viruses, Intrusions & Threats that were detected on your network

Step 2: Tap "Additional Details" to find more information about what was detected

The GigaSpire cannot be rebooted from the PremierHQ app. To reboot your GigaSpire, remove the power cord from the GigaSpire for 10 seconds, then plug the power cord back in.

Note: Do NOT press the button labeled “Reset” on the back of the GigaSpire unless a Premier Communications technician instructs you to. This will perform a factory reset and you may lose Internet service.

In the “Additional Details” section of your devices in the PremierHQ app, you may have noticed that there are two WiFi signals that your devices can connect to – 2.4 GHz or 5 GHz. The primary differences between these two wireless frequencies are range and bandwidth.

The 2.4 GHz band offers coverage for further distances but may perform at slower speeds.

The 2.4 GHz band is a crowded place since it’s used by more than just WiFi. Old cordless phones, garage door openers, baby monitors and other devices tend to use the 2.4 GHz band. Its longer waves are better suited for longer ranges and transmission through walls and solid objects. It’s arguably better if you need better range on your devices or have a lot of walls or other objects in the areas where you need coverage. However, because so many devices use the 2.4 GHz band, the resulting congestion can cause dropped connections and slower-than-expected speeds.

The 5 GHz band provides faster data rates at a shorter distance.

The 5 GHz band is much less congested, which means you will likely get more stable connections and higher speeds. On the other hand, the shorter waves used by the 5 GHz band make it less able to penetrate walls and solid objects. It also has a shorter effective range than the 2.4 GHz band. Of course, you may also be able to mitigate the shorter range by using Premier’s GigaMesh units, which extend the coverage of your WiFi signal.

Which one should I use?

Your GigaSpire router has the smarts to automatically route your devices to the optimum signal so you get the best online experience. Generally, devices that don’t use a lot of data are best suited for the 2.4 GHz network. Devices that use more data should generally use the 5 GHz network, assuming the device is close enough to your router to get a reliable signal.

With an ever-increasing number of devices using your Internet connection, WiFi dead zones can be frustrating. If you want to stream video on your patio or follow a video tutorial while doing a project in the garage, it can be a challenge if your WiFi signal begins to weaken in these areas.

Say Good-Bye to Dead Zones

Relying on a single router to cover your entire home (especially with size or building construction constraints) is like asking a speaker in your living room to provide great sound throughout your home. It’s simple physics: WiFi waves don’t go through walls well and have an even harder time climbing stairs.

Especially if you have smart home devices or a basement or upstairs media space, Internet everywhere becomes a necessity. If you’ve considered investing in a repeater or a WiFi extender, then you may already know that they can be challenging to configure.

Never worry about Wifi Again

Fortunately, a “mesh WiFi” network could help eliminate your WiFi dead zones. With a GigaMesh network that Premier offers, our trained technicians will visit your home to measure your Internet connectivity. Based on these readings, they will place GigaMesh units in optimal spots so you get the coverage you need.

Get a Mesh Network and experience WiFi freedom

Our mesh WiFi network starts with a GigaSpire. Similar to a traditional router, the GigaSpire transmits the WiFi signal to your devices. But that’s not all: The GigaSpire connects with a series of small wireless devices (GigaMesh) placed in strategically throughout your home. These GigaMesh units communicate with the GigaSpire and provide a strong WiFi signal everywhere, whether it’s your bedroom, home office, or even the backyard.

Learn more about the GigaMesh.

To reposition or add a GigaMesh unit to your home network, follow the instructions below:

Step 1: Plug the GigaMesh into a power outlet and wait for the light on the back of the unit to flash red

Step 2: Press and hold the button marked “WPS” on both the mesh and your GigaSpire for 3 seconds. You will need to press both buttons within 30 seconds of each other.

Note: it works best to complete the step above with both the mesh and your GigaSpire in the same room, even if you plan to move the mesh to a different location.

Step 3: Wait for the GigaSpire and the GigaMesh to show a solid blue light. This process can take several minutes.

Your GigaSpire and GigaMesh units are now communicating with each other.

Note: You will need to perform these steps for every additional GigaMesh you wish to add or move.

Learn more about the GigaMesh. Our mesh WiFi network starts with a GigaSpire. Similar to a traditional router, the GigaSpire transmits the WiFi signal to your devices. But that’s not all: The GigaSpire connects with a series of small wireless devices (GigaMesh) placed in strategic areas of your home. These GigaMesh units communicate with the GigaSpire and provide a strong WiFi signal everywhere, whether it’s your bedroom, home office, or even the backyard.

Wondering what your Internet speed is? Visit our speed test page and click "Go." Once the test has finished calculating, your results will be displayed.

• Download speed: speed which data travels from the Internet to your device
• Upload speed: speed which data travels from your device to the Internet

To ensure you get the most accurate speed test results, follow these tips:

• Disconnect all devices from your WiFi except for the device you are using to run the speed test (including movie/music streaming devices, moble devices, etc.). Especially with smartphones, it’s a smart idea to turn on airplane mode during the test. If you’re not sure if a device is using the Internet, turning it off is a safe bet during the test.
• Connect the device directly to your router with a CAT5/CAT6 Ethernet cable. WiFi is prone to interference due to distance, building materials, other devices, etc. Using a direct connection eliminates this interference and will give you more accurate speed test results.
• Close any additional programs or apps running on your device, as they could skew your results.
• Restart your router (unplug the power cord, wait 30 seconds, then plug it back in) to ensure a fresh start and an uninterrupted connection.

Keep in mind that you are testing how well your current connection works between your device and the testing server itself. While this is great for a general idea of how fast (or slow) your Internet connection is, it doesn’t necessarily mean that this is the bandwidth you should always expect between you and anywhere else.

Say good-bye to buffering and connection issues.

If you regularly stream TV, movies or video on Netflix, Hulu, YouTube, Roku, Fubo TV or other apps and devices, there are certain minimum Internet speeds recommended to give you the very best streaming experience

Regardless of your Internet speed, get the most out of it by connecting (hard wiring) your Smart TV or Streaming device (Apple TV, Roku, Chromecast etc.) to your router via an Ethernet (CAT5) cable. Any device streaming via WiFi will be subject to slow downs based on several factors:

1. The number of devices accessing the WiFi simultaneously
2. Distance between your router and your streaming device(s)
3. Other types of interference, including plaster and lathe wall construction, aluminum or metal sheeting, refrigerators, baby monitors etc.

Streaming via an Ethernet Connected Device

Get the best streaming experience while watching a single, hardwired device:

Internet Speed	Picture Quality
10 Mbps	AdStandard Definition (SD)*
25 Mbps	High Definition (HD)
50 Mbps	4k Ultra HD
*Note: Netflix and Hulu, by default, stream in HD. In order to down-grade the quality to standard definition you must manually manage your bandwidth by changing the video quality settings to Low or Medium.

Streaming via a WiFi Connected Device

Get the best streaming experience while streaming on a single device connected via WiFi

Internet Speed	Picture Quality
25 Mbps	AdStandard Definition (SD)*
50 Mbps	High Definition (HD)
75 Mbps	4k Ultra HD
*Note: Netflix and Hulu, by default, stream in HD. In order to down-grade the quality to standard definition you must manually manage your bandwidth by changing the video quality settings to Low or Medium.

Streaming via WiFi on Multiple Devices at once

If you or your family often stream on multiple devices (TVs, phones, tablets) at once, it’s important to know that this scenario will require more Internet speed. The more devices you have using your WiFi at once the slower the speed will be to each individual device.

Internet Speed	Picture Quality
50 Mbps	AdStandard Definition (SD)*
75 Mbps	High Definition (HD)
100 Mbps	4k Ultra HD
Speeds are recommendations only. Internet speeds not guaranteed or available in all areas. Many factors will affect Internet speeds, bandwidth and throughput. For a personalized recommendation based on your home and location, please call us at 800-741-8351.

Not sure what Internet speed you need? Take our Internet quiz to get a speed recommendation personalized for you based on your Internet habits.
Take the Quiz

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

Set yourself up for speed

Place your router in a central location in your home, off the floor and away from walls and metal objects. To get a faster connection, make sure your computer is equipped with a Gigabit-compatible network card.

Range Matters

Stay within range of your router. Typically, the closer you are, the better the signal.

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.

The Latest and Greatest

Use a modern router. We suggest replacing your router every two to three years to get the most out of your Internet speed. The best routers today are the ac series. If you have an older series such as b, g, or n, it could be slowing you down.

Learn more about router models

Size and Coverage

Many routers only cover up to 1,500 square feet. If you have a large and/or multi-level home, it may be necessary to add additional wireless routers or a GigaMesh network to fill in the WiFi coverage gaps. 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 coverage may be necessary.

Use a password

Password protecting your wireless network not only ensures that no one is siphoning your Internet connection, but it also allows you to control who is accessing your home network. If you have an "n" or "ac" router, make sure that you are using WPA2 (WiFi protected access) with AES encryption (protection).

Order the Internet speed you need

Keep in mind that the more devices there are accessing your WiFi network at once, the more speed you’ll 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.

Don’t want to deal with Internet speeds or wireless routers? Rent a GigaSpire from Premier – we take care of installation, setup and maintenance

Explore the GigaSpire

With so many wireless routers on the market, trying to pick one can be confusing and overwhelming. Since WiFi routers were first released to consumers around 1999, their standards have been continually evolving, resulting in faster Internet speed compatibility and further coverage. The first router configuration was known as “802.11,” and subsequent configurations became known as their amendment (802.11b, 802.11g, etc.). Here are the basics of each:

• 802.11 b/g (produced circa 1999-2003) – These routers can’t perform much over 25 MBPS from a short distance and less than that when the device is farther from the wireless router.
• 802.11 n (produced circa 2009) – These routers were the first to introduce “dual band” (2.4GHz and 5GHz) to better connect devices both near and further away from the router. To take advantage of a well-functioning 802.11 n router and its performance improvements in the newer standard, set the router’s security as WPA2-PSK/AES. Setting the security as WPA-PSK/TKIP or WPA-PSK/AES is insufficient. If you have older WiFi clients that do not support WPA2-PSK/AES, configure the wireless router to use hybrid mode (WPA/WPA with AES/TKIP).
• 802.11 ac (produced circa 2014-present) – These routers can handle speeds from 433 MBPS to several Gigabits per second and have additional special streams, channel width, beamforming technology and multi-streams, which combine to increase throughput to the entire network.

If you have a router that is a “b,” “g,” or “n” series, it may be time to upgrade your router. Even with “ac” models, we recommend updating your router every 2-3 years. Routers are used heavily, all day (or night!) long, and they wear out like many electronic devices do.

Don’t want to worry about buying a wireless router? Rent a GigaSpire from Premier – we take care of the installation, setup and maintenance (perk – GigaSpires are 802.11 ac).

Explore the GigaSpire

Place your router in a central location in your home, off the floor and away from walls and metal objects. Read our related article: Get the most speed out of your WiFi connection

If you don't know the current password to your router, follow these general steps:

If you simply want to change your password, skip Steps 1 and 2 and enter your admin user name and password in Step 4. This will allow you to change your router's password without resetting all the settings.

Step 1: Press and hold the "reset" button on the back of your wireless router

You will likely need to press the reset button for 10-30 seconds depending on your router brand. If you don't hold the button long enough, it will simply reset the router without reverting back to its factory default settings. Some routers may require a pin or thumbtack to press the button if it is recessed inside the router.

Step 2: Connect a computer to one of your router's Ethernet port (not the port that says "WAN")

Most routers have a web browser-accessible administrator page that you can log into to access the router’s configuration settings. Some routers disable the administration page when using a wireless connection, so you will need to ensure you are connected to the router via an Ethernet (CAT5/CAT6) cable before attempting to access the router’s admin/configuration page.

Step 3: In the address bar of your Internet browser, enter the IP address of your router's administration interface.

Most routers have a “non-routable internal IP address” such as 192.168.1.1 or 10.0.0.1. This is an internal address that cannot be accessed from the Internet.

Here are the standard admin interface addresses used by some of the more popular wireless router manufacturers. You may have to consult the manual that came with your router for the correct address or check a site such as RouterIPaddress.com. The following list includes some default IP addresses. Note that these IP addresses may not be accurate for your specific make or model:

• Apple - 10.0.1.1
• ASUS - 192.168.1.1
• Belkin - 192.168.1.1 or 192.168.2.1
• Buffalo - 192.168.11.1
• DLink - 192.168.0.1 or 10.0.0.1
• Linksys - 192.168.1.1 or 192.168.0.1
• Netgear - 192.168.0.1 or 192.168.0.227

Step 4: Enter the default administrator login name (usually "admin") followed by the default administrator password.

You can locate the default admin name and password for your specific router by checking the manufacturer’s website or by Googling “Default Admin Password” followed by your router’s brand name and model.

Step 5: Click the Admin page from your router’s configuration page and create a strong password.

Be sure you enter a strong, complex password. If you ever lose this password, you will need to repeat the steps above.

One of the easiest ways to fix a wide variety of technical issues is to simply restart a device. Whether it’s your computer, router, or tablet, a good ol’ fashioned reboot can solve more problems than you realize.

The terms “restart,” “reboot” and “reset” may seem interchangeable, but here’s what you need to know so you can choose which you are trying to achieve.

Restart & Reboot

“Restart” or “Reboot” mean to turn a device off and then back on.

To restart/reboot your wireless router:

1. Unplug your router or modem from its power outlet (don’t just turn it off)
2. Wait 15-20 seconds, then plug it back in
3. Allow the device a minute or two to turn back on

Reset

When it comes to routers, “reset” is usually a pinhole button on the back that completely wipes out all the settings and brings you back to square one. Generally, this is NOT what you want to do. Resetting your router should be a last resort. Pressing the “reset” button can remove your WiFi password, rename your network, or even take you offline completely, restoring your router to “factory default.” All your saved settings and passwords will disappear.

Instead, it is recommended that you try a restart/reboot first.

Router manufacturers frequently release new firmware versions to improve product performance and add new features.

Hardware is only part of the equation when it comes to good coverage. Your router has software that runs the show behind the scenes, and manufacturers also release new version that add features and tweak the performance.

You’ll need to log into your router’s administrator interface and look for an “Upgrade” option. If you don’t see this option, you can follow the steps below:

Note: Each router manufacturer’s interface will look slightly different. For directions specific to your router, visit the manufacturer’s website. Make sure to do these upgrades while connected to your WiFi network.

Step 1: To access the router interface, go to http://192.168.0.1/ to login. Leave the username as Admin and the password blank and click the Log In button.

Step 2: Verify that “Enable Advanced DNS Service” is turned off or unchecked.

Step 3: Go to SETUP > INTERNET > Manual Internet Connections Setup (button). Please uncheck this box if it isn’t already and save your changes.

Step 4: Uncheck “Enable DNS Relay” under SETUP > NETWORK SETTINGS.

Step 5: Go to “Wireless” and choose “Manual”

Step 6: Set up the circled purple settings shown below (make the SSID what you want your WiFi name to be displayed as). Your “pre-shared” key is your password and is case sensitive. Save your changes.

.

Step 7: Reboot your router so all changes take effect.

Read our related article: How to reset your wireless router

Note: Some new routers make it easier by installing updates in the background when you’re not actively using the connection. This might need to be turned on in the “settings” menu of your router’s administrative interface.

Do you want to keep a close eye on your WiFi network to see signal strength, a list of connected devices and more?

The Fing app is a top ranking, completely free and super-fast network scanner that helps you:

• Discover which devices are connected to any WiFi network
• Detect intruders and assess network security risks
• Troubleshoot network problems
• Achieve best network performance

This app is available for both iOS and Android users.

Fing app features:

• WiFi/LAN scanner: discover devices connected to any network
• Full device details: IP address, MAC address, MAC address, device name, vendor, device
• Internet connectivity checker
• Remotely wake up devices
• Device online & offline tracking

Get the Fing app:

iOS App Store | Google Play | Android Store

Don’t want to worry about tracking your connected devices? Rent a GigaSpire router from Premier Communications and get access to our FREE PremierHQ app! View all your connected devices and set time limits and filters to help protect your family from unintended exposure. Plus, our Internet Help Desk team can remotely troubleshoot any issues you may experience. Explore the GigaSpire

If your Internet seems slow or you are noticing that your Internet connection is dropping (i.e., your computer/tablet/etc. shows no Internet connection even though it was connected moments earlier), there are a number of factors that could contribute to these issues:

The Speed You Need:

You may not be subscribed to an Internet speed that is fast enough to support what you are doing online. Keep in mind that if you add devices in your home or begin a streaming service, these changes will impact the Internet speed you need. As technology advances, streaming and web browsing require more speed to run Internet applications and programs.

Premier Communications offers a variety of Internet speeds. The best speed for you depends on a number of factors:

1. The type of content you access on the internet. Streaming video such as Netflix, YouTube, Hulu, etc. requires more bandwidth than accessing a basic informational website and reading email.
2. The number of devices using your Internet connection at the same time. Many families have a large number and variety of devices that are sharing your Internet speed, such as laptops, tablets, smart TVs, smartphones, etc. All of these devices share the Internet speed that comes into your home by accessing your wireless router or GigaSpire. The more devices you have using the Internet at the same time, the more the speed is “spread out” between the devices, causing the Internet connection on each device to run slower.

Keep It Clean:

Sometimes, slowness may be the result of a device that needs to be "cleaned up." As software is installed and updated over time, additional programs may continue to run in the background, causing the device to run slowly. You can also clean up your web browser by getting rid of Internet Explorer for a more nimble Firefox or Chrome. Getting rid of browser toolbars will also streamline your browsing. You do this manually in the browser add-on settings.

Age Gracefully:

The age of your device can impact how fast web pages load or video can stream. Older devices have older wireless network cards, which means that they can only process Internet speeds that they were created to process. As technology advances and Internet speeds increase, it may be that your old device just can’t keep up. This applies not just to devices but to your wireless router as well. We recommend updating your router every 2-3 years to keep up with technology and ensure a good WiFi experience.

Don’t want to worry about a wireless router? Rent a GigSpire from Premier - we take care of the installation, setup and maintenance. Explore the GigaSpire

Walk The Wire:

To ensure your most important devices get priority on your network, we recommend that you “hard wire” (connect the device to your router with a Cat5e or Cat6 Ethernet cable) the device. This 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, router placement and other factors.

Read our related article: Get the Most speed out of your WiFi Connection

Not sure where to start with the troubleshooting process? Contact us and ask for the Internet Help Desk.

WiFi speeds are susceptible to countless environmental factors (walls & floors, signal interference from other devices, etc.). This results in inconsistent performance. As you move around your home, you may see the strength of your WiFi network connection rise and fall, affecting speed accordingly. You may even have “dead spots” in your home where the WiFi signal doesn’t reach at all.

Because of these factors, when you run a speed test over WiFi, it will likely be lower than a speed test run over a wired CAT5/CAT6 (Ethernet) connection.

Premier delivers a specific speed to your home – the speed you pay for. From there, your wireless router takes that speed and spreads it throughout your home (through walls, floors, etc.) and among all your connected devices. The further your device is from your router and the more devices that are simultaneously connected to your WiFi, the more “spread out” the original Internet speed is and the slower the speed test will read.

Note: The age of your router can also impact your WiFi speeds.

Read our related article: How to accurately check your Internet speed

Read our related article: Get the most speed out of your WiFi connection

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

Set yourself up for speed

Place your router in a central location in your home, off the floor and away from walls and metal objects. To get a faster connection, make sure your computer is equipped with a Gigabit-compatible network card.

Range Matters

Stay within range of your router. Typically, the closer you are, the better the signal.

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.

The Latest and Greatest

Use a modern router. We suggest replacing your router every two to three years to get the most out of your Internet speed. The best routers today are the ac series. If you have an older series such as b, g, or n, it could be slowing you down.

Learn more about router models

Size and Coverage

Many routers only cover up to 1,500 square feet. If you have a large and/or multi-level home, it may be necessary to add additional wireless routers or a GigaMesh network to fill in the WiFi coverage gaps. 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 coverage may be necessary.

Use a password

Password protecting your wireless network not only ensures that no one is siphoning your Internet connection, but it also allows you to control who is accessing your home network. If you have an "n" or "ac" router, make sure that you are using WPA2 (WiFi protected access) with AES encryption (protection).

Order the Internet speed you need

Keep in mind that the more devices there are accessing your WiFi network at once, the more speed you’ll 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.

Don’t want to deal with Internet speeds or wireless routers? Rent a GigaSpire from Premier – we take care of installation, setup and maintenance

Explore the GigaSpire

To ensure your most important devices get priority on your network, we recommend that you “hard wire” (connect the device to your router with a CAT5e or CAT6 Ethernet cable) the device. This increases the Internet speed to that device by transferring an Internet signal over the Ethernet cable instead of distributing it through the air (WiFi).

Follow these steps to connect a device to your router:

Step 1: Locate the Ethernet port on your device (typically located on the back side of the device). Note: Not all devices have Ethernet ports (e.g., phones, tablets) and therefore, not all devices can be hardwired.

Step 2: Plug one end of the Ethernet cable into the port on your device. Note: Both ends of the Ethernet cable are exactly the same, so each end is interchangeable.

Step 3: Plug the other end of the cable into the port on your wireless router. You can use any of the Ethernet ports (LAN), but DO NOT use a port marked “Internet” or “WAN.” Note: Each wireless router brand looks slightly different.

Your device is now connected via Ethernet and is no longer running on your WiFi network.