High-Speed Internet FAQs

Table of Contents





How do I log on to the High-Speed Internet connection with my Computer?

In order to use your High-Speed Internet connection for the first time, you will be required to log on one time only. To do this, open the web browser of your choice (Internet Explorer, Safari or Firefox typically). At this point, a Consolidated Communications web page will appear prompting you for a username and password.

If this is done successfully, you will see a congratulations screen. Close your web browser now and restart your computer. The High-Speed Internet connection should be working now. You can open your web browser to view web pages or open email at this time.

If you are using a hub to share your High-Speed Internet connection to more than one computer, only one computer will be able to access the Internet at a time. The Consolidated Communications High-Speed Internet connection will only allow a single device to connect a time. If you wish to use more than one computer at a time, a router may be necessary. Please consult a computer vendor for more information about routers.



How do I log on to the High-Speed Internet connection with my Router?

Logging into the High-Speed Internet with a router should work the same way as logging in with one computer. Open the web browser of your choice (Internet Explorer, Safari or Firefox typically). At this point, a Consolidated Communications web page will appear prompting you for a username and password.

If this is done successfully, you will see a congratulations screen. Close your web browser now and restart your computer. The High-Speed Internet connection should be working now. You can open your web browser to view web pages or open email at this time.



I plugged the High-Speed Internet into a new computer or router and it is not accepting my username or password?

Verify you are typing the correct username and password, and re-enter both of them. To verify the username and password please see the Internet Access Information Sheet provided with the High-Speed Internet equipment and packet.

If re-entering the username and password does not work it is best to power cycle the High-Speed Internet modem and try again. Please follow the directions in 'How do I reset or power cycle the High-Speed Internet modem or TV gateway'.



How do I reset or power cycle the High-Speed Internet modem or TV gateway?

If you are unable to browse the Internet and are unable to connect with email, then try resetting the High-Speed Internet modem. To do this, follow these steps:

  1. Close all running programs, and shut down your computer. If you are connected through a router unplug its power cable.
  2. Locate the High-Speed Internet modem or TV gateway and follow the power cord to the electrical outlet.
  3. Unplug the power adapter from the electrical outlet and wait for 10 seconds.
  4. Plug the power adapter back into the electrical outlet and wait for twenty minutes. The lights on the High-Speed Internet modem will flash in random patterns for a while.
  5. When twenty minutes have passed, turn on the computer and/or router and allow it to fully boot. Now try going to various web pages.


Why does my computer still attempt to dial, even though I have High-Speed Internet?

This is probably because the Dial-up settings are overriding the network settings on your computer. Follow these steps to change this:

For Windows computers:

  1. Click on the Start button, then click on Control Panel.
  2. In the Control Panel folder Double Click on an icon called Internet or Internet Options.
  3. In the window that now appears, click on the Connections tab and place a dot in never dial a connection. Click the OK button at the bottom of the window.

For Macintosh 10.x computers:

  1. Click on the Apple menu icon, highlight Location, and click on Network preferences.
  2. Towards the top of this window in the selection box next to Location, select Automatic.
  3. At the top in the selection box next to Show, select Built-in Ethernet.
  4. In the TCP/IP menu in the selection box next to Configure, select Using DHCP. The text boxes under the headings DHCP Client ID, Domain Name Servers, and Search Domains may be left empty. Now that the changes have been made click the Save button and close the window.


Why can’t I find an Internet site?

(Example: http://www.example.com)

This can be because of a few things. The address of the website you are trying to go to is typed incorrectly in the 'address' or 'location' bar.

The website you are trying to go to may be down for maintenance or is no longer in existence. The site may have been moved to a different address or domain. Try going to another web site to make sure that you are actually connected. Then verify you have the current address for the web site.

There is no usable connection to the Internet. Please follow these steps:

  1. Check the cabling on the computer and the High-Speed Internet modem to make sure that they are tightly in place.
  2. Then reboot the computer and see if that changes things. If not, then follow the directions in 'How do I reset or power cycle the High-Speed Internet modem or TV gateway'.
  3. If resetting the High-Speed Internet is also no help, check any firewall settings to make sure access is allowed to the program(s) you are using. You may also want to experiment with temporarily allowing all traffic through the firewall to verify the firewall is not blocking. For information on how to check your firewalls settings or to allow traffic, please consult any manuals with the firewall or a network specialist.

Why is the Internet slow?

We generally find four causes for this situation.

  1. Spyware and adware. Have you been seeing pop-up ads? If so you may want to review the information in 'Why am I seeing pop-ups'.
  2. Some software on the computer is downloading files. If you are running any file sharing software turn it off and see if that helps. If windows update is running or if your antivirus software is updating, wait until they have finished and then try again.
  3. Follow the instructions in 'How do I reset or power cycle the High-Speed Internet modem or TV gateway'.
  4. If your computer is connected through a wireless connection you may be experiencing wifi interference. This can be caused by 2.4 GHz cordless phones, microwaves and other wireless routers.

If none of these suggestions have helped you may want to test your speed by visiting to Consolidated Communications.com/support/residential-support/internet-email-support/speed-test.aspx and following the instructions there.


If you are still having trouble and/or have any questions or concerns, please contact the Consolidated Communications Internet Help Desk at 507-387-1151 or 1-855-368-3684.
We are available 24 hours a day, 7 days a week to assist you.