Self Help Internet Troubleshooting and FAQ


Internet Troubleshooting and FAQ


Our most common troubleshooting tips and questions can be found below.

How do I fix my no internet connection?

There are a variety of reasons or causes for losing your Internet Connection. Below summarizes the most common causes and potential solutions to internet connection issues.

Check to see if there are any scheduled & unscheduled outages in your area. There may be an outage we’re already working on.

Restarting your modem is often the quickest way to solve Internet problems.

  1. Unplug the power cord from your modem. 
  2. Wait 60 seconds, then plug the power cord back into your modem. 
  3. Wait a few minutes until the modem comes back online. 
  4. Restart your device and test your internet connection. 

Look over your wiring connections.

  1. Check that the Ethernet cable connecting your modem and computer are connected.
  2. Ensure that a power cord and a coaxial cable are plugged into your modem.  If you plugged the power cord into a surge protector, make sure the surge protector is switched on.
  3. Follow the coaxial cable from your modem to the wall outlet or splitter and check that it’s connected.  If this cable is attached to a splitter, try removing the splitter, or switching to an alternate female connection
  4. Check the length of each cable for damage. If you find a damaged cable it should be replaced.

Need additional support? Please contact our technical support team at 1.866.832.6020.

Why am I having slow internet speeds?

There are a number of scenarios inside the home which may cause slow speeds or the perception of slow speeds.

Try these steps below for a quick fix to your slow internet issue:

  1. Unplug the power cord to the modem from the power outlet.
  2. Wait 60 seconds, then plug the power cord back into the modem.
  3. Wait a few minutes until the modem comes back online.
  4. Make sure you’re connected to the 5G wireless network as it has faster speeds at closer distances to the router. 
  5. Check your internet connection and speed at https://www.speedtest.

If the slowdown continues, you might want to use Xtend to extend your Wi-Fi coverage.

Note: Wi-Fi is slower than wired connections when used in the home. For the best results, use a wired connection whenever possible.

Reduce the sharing of Wi-Fi bandwidth.

Your Wi-Fi-connected computers and gaming consoles, assistant devices, security cameras, and other devices that enable automatic updates may also use bandwidth automatically. Turn off a device if you don’t need it connected.

You should think about changing your plan if you consistently experience slower speeds.

Why is my Wi-Fi disconnecting?

Your Wi-Fi signal will be disrupted if you place certain devices too close to your modem or router. Have a go at switching off or moving these devices that could meddle if possible:

  • Cordless telephone base stations
  • Baby monitors
  • Wireless speaker system
  • Other wireless modems or routers
  • Garage door openers
  • Bluetooth devices
  • Wireless security cameras

After moving the devices mentioned above, restart your modem and device:

  1. Unplug the power cord to the modem from the power outlet.
  2. Wait 60 seconds, then plug the power cord back into the modem.
  3. Wait a few minutes until the modem comes back online.
  4. Power off your device and wait 10 seconds before turning it back on.
  5. Check your internet connection.
  6. If you keep getting disconnected, you may want to extend your Wi-Fi coverage in your home.

Need additional support? Please contact our technical support team at 1.866.832.6020.

What is the difference between 5GHz and 2.4GHz?

The faster speeds offered by 5 GHz are ideal for streaming within close proximity of the modem or gateway. Speeds that are ideal for surfing and coverage over longer distances are provided by 2.4 GHz.

5GHz:

  • Covers a smaller area in your home and has less range than 2.4GHz. 
  • Ideal for apartments with WiFi neighbors might interfere with.
  • Web based video, video calls and online computer games.

2.4GHz:

  • Has a greater range than 5GHz and covers a larger area of your home.
  • More vulnerable to interference from neighbor’s WiFi, cordless phones, baby monitors, and microwaves.
  • Web browsing, instant messaging, and email.

How to limit Wi-Fi bandwidth sharing

Your home’s connected devices will share your Wi-Fi bandwidth.

Wi-Fi-connected computers and gaming consoles, assistant devices, security cameras, and other devices that enable automatic updates may also use bandwidth automatically. Turn off a device if you don’t need it connected.

If you find you are consistently having slower internet speeds, consider upgrading your plan.

How to minimize radio interference

If you place certain devices too close to your modem or router, they will interfere with your Wi-Fi signal. Try turning off or moving these devices that could interfere if you can:

  • Cordless phone base stations
  • Child screens
  • Remote speaker framework
  • Other remote modems or switches
  • Carport entryway openers
  • Bluetooth devices
  • Remote surveillance cameras

How to stop video buffering

Streaming video comes with the unpleasant side effect of video buffering. At the point when we watch a film on a Television, we anticipate ceaseless, continuous signs. However, streaming is different. Buffering issues can occur whenever you watch a video, even a simple YouTube video.

Here are some simple steps to help alleviate video buffering:

  1. While streaming, disconnect unnecessary devices from your network if multiple devices are connected.
  2. We suggest stopping or spreading those processes out if you or other network users are downloading files or updating software.
  3. Restart your modem.
  4. If your device is connected to the 2.4 GHz signal, move it over to the 5 GHz.
  5. Baby monitors, wireless speakers, microwave ovens, and other personal devices that interfere with your Wi-Fi should be moved away from your modem or turned off.
  6. We also recommend using an Ethernet cable to connect your device directly to your modem or gateway whenever possible. Because of this, there won’t be any wireless interference.
  7. Restart your device. After turning off for 30 seconds, turn on again.
  8. It’s possible that your internet plan isn’t enough. Find out what kind of internet plan you currently have and check to see if you can get a faster connection with a different plan.

How to restart your modem

  1. Disconnect the power cord on the back of the modem.
  2. Wait 60 seconds.
  3. Connect the power cord back into your modem.
  4. Wait 2 minutes until the modem comes back online then check your Internet connection.

Where can I check my internet speed?

You can check your internet speed at https://www.speedtest.net/.  In home Wi-Fi isn’t as fast as a wired connection to your modem/router. Use a wired connection for the best results.

How can I control how much data my streaming services use?

Depending on the quality of the video, streaming services use varying amounts of data per hour to watch movies or TV shows.

To change your video quality and control how much data your streaming services use follow the instructions below:

Netflix
Depending on the quality of the video, using the Netflix app to watch movies or TV shows consumes varying amounts of data per hour. Follow these steps to modify your settings for how you use data.

Disney+
Disney+ provides the best possible experience by default and automatically determines your system’s capabilities and internet connection speed. You can adjust your data usage settings by following the steps found here.

AppleTV
If you have a slow internet connection or want to use less data, you can choose to limitall purchases and rentals or playback to the standard-definition (SD) format in the AppleTV app. You can adjust your data usage settings by following the steps found here.

Paramount Plus

  1. Open the Paramount Plus app.
  2. Tap on any TV show or movie you want to watch.
  3. On the top right corner of the screen, tap on the “Settings” icon.
  4. In the video quality option, select Auto, Low, Medium, or High to determine the stream.
  5. Tap the X on the right corner to exit.

Prime Video

  1. Open the Prime Video app.
  2. On the Amazon Prime Video app, head to Settings > Stream Download > Stream Quality. You should see several quality options, Good, Better, Best, or Highest Quality option. 
  3. Select a quality option you’d like to set.
  4. If on mobile make sure you uncheck “Stream highest quality on Wi-Fi.”

YouTube

  1. Tap your profile picture.
  2. Tap Settings.
  3. Tap Video quality preferences.
  4. Select your preferred video quality for mobile networks and on wi-fi: Auto.
  5. (recommended): Changes to give you the best experience for your conditions.

Crave TV

  1. In the video player, click on the gear icon in the bottom right corner.
  2. Tap video playback options.
  3. Select your preferred video quality. Choose the resolution that best fits your needs.

How can I view my internet data usage?

The best way to predict your future home internet needs is to look at your current and past usage. You can view your internet data usage to ensure you are on a plan that meets your needs.

Here are some simple steps to help navigate checking your data usage.

How do I order internet service?

To order our internet service, please call: 1.866.832.6020.

Can I bundle TV and internet services?

Yes, we’re excited to offer Mascon Home Essentials Bundles with unlimited data, Television and Internet!
Get our bundle pricing for your home and you can save up to $68 per month.

Internet installation fees and extras

INTERNET INSTALLATION FEES AND EXTRAS

INTERNET INSTALLATION FEES AND EXTRAS
Professional Install – $75Mascon will provide a professional aerial installation including bringing new lines to the building.

Our price includes the first 150 ft of cable, installed above ground from the road and 1 outlet in your home.
Activation – $50Activating Mascon services on your account?
A fee for enablement to get your Mascon services up and running.
If you have deactivated your Mascon account, the activation fee will re-enable your services.
One activation fee covers all services registered to your account.
Additional Outlet – $75Additional outlets at time of install are $75.
Data Overages – 15¢/GBAlthough our data limits are some of the highest in the industry, Mascon internet date overage is billed at $0.15 cents per GB.
AirSPEED Wireless internet data overage is billed at $0.35 per GB.
On-Site Service Call – $150/hrService call for customer issue or equipment damage that is not directly caused by Mascon services or equipment.
Business After Hours
On-Site Service Call -$150/hr
Mascon Business Services subscribers only.
After-hours service call for issues that are not related to Mascon services or equipment.

What is the contact number for tech support and customer care?

Our technical support and customer care team can be reached at: 1.866.832.6020.

Our office hours can be found here.

Is there an outage in my area?

To view any ongoing service outages, click here.