Need support? Email our support desk or call us at (800) 686-2357, option 2 for fiber.
Getting Started
Your in-home tech may have already set you up with the PauldingPutnamIQ app and connected you to your Wi-Fi network. If you need to download the app on another device, you can click the link below to open the app at the Apple App Store or Google Play for Android devices.
An Introduction to the Main Dashboard of the App
Video Tutorials
Watch to learn more about the PauldingPutnamIQ app, or browse the entire Wi-Fi App playlist to find the video you need.
Frequently Asked Questions
General Questions
Fiber internet uses light sent through glass cables to deliver very fast and reliable internet service. It is faster, more stable, and more consistent than traditional wireless, cable, or DSL service.
In most cases, we provide the required equipment (such as an ONT and gateway). We will let you know if anything additional, such as a mesh unit, is needed at installation.
Yes, you can use your own gateway if it is compatible. However, we can only fully support the equipment that we provide. If you use your own device, troubleshooting may be limited
Mesh units extend Wi-Fi coverage throughout your home. They help eliminate weak signal areas and improve coverage in larger homes or buildings.
PauldingPutnamIQ is a mobile app that lets you manage your home Wi-Fi network. You can:
- View connected devices
- Set parental controls
- Pause internet access
- Create guest networks
- Run speed tests
It gives you control of your network from your smartphone.
No. Our fiber internet plans do not have data caps. You can use your connection as much as you need.
Always call 811 before you dig. This free service will mark underground utilities to prevent damage. If fiber lines are damaged due to digging without locating utilities, repair costs may apply.
What is the difference between 2.4GHz, 5GHz, and 6GHz Wi-Fi?
- 2.4GHz – Longer range, slower speeds
- 5GHz – Faster speeds, shorter range
- 6GHz – Fastest speeds, shortest range, requires newer devices
Speed tests ran from the ONT will give you the most accurate results on the speed provided to you. This is done from the PauldingPutnamIQ app. Speed tests can also be ran on devices on your network.
- Connect directly to your gateway with an Ethernet cable (for best results).
- Close other apps and devices using the internet.
- Visit a trusted site like speedtest.net.
- Run the test and record download, upload, and ping results.
Wireless tests may show lower speeds due to device limitations.
Speed tests ran from the ONT will give you the most accurate results on the speed provided to you. Different devices have different Wired and Wi-Fi capabilities. Factors that affect speed include:
- Distance from the gateway
- Device age and hardware limits of the device
- Wi-Fi band (2.4GHz vs 5GHz vs 6GHz)
- Network congestion
A wired connection usually provides the most accurate speed test.
If you see damaged lines or a downed pole, please stay at a safe distance and contact us right away. Our crews will be dispatched promptly to assess the situation and begin repairs. Restoration time will depend on the severity and location of the damage.
How your service is affected depends on which part of the network was damaged:
- If the damage is on a line coming off a splitter, only the customers connected to that specific drop will lose service.
- If a main backhaul line is damaged, customers connected beyond that point may experience an outage.
Our network is built with redundancy in mind. If a primary backhaul route is damaged, traffic is automatically rerouted through alternate paths whenever possible to minimize service disruption.
Troubleshooting Questions
LED lights indicate the status of your equipment. While exact meanings vary by model, generally:
- Green/White Solid – Connected and working normally
- Blinking Light – Activity or attempting to connect
- Red – No connection or error
- Off – No power
First, try these steps:
- Check for a service outage in your area.
- Make sure your modem/ONT and gateway have power.
- Restart your gateway (unplug for 30 seconds, then plug back in).
- Allow 10 to 15 minutes before powering off again.
- Check that all cables are securely connected.
- Try connecting with a wired device if possible.
If you need assistance, please call (800) 686-2357 or email Member Services.
If service is still down:
- Call our office at (800) 686-2357.
- Provide your name, address, and a contact number.
- Let us know what lights you see on your equipment.
If it is after hours, follow the prompts to report an outage.
Technical Questions
An SSID is the name of your Wi-Fi network that appears when you search for available networks.
Yes. You can create separate networks, such as a guest network, through your gateway or the PauldingPutnamIQ app.
- Backhaul is the connection that carries internet traffic from your neighborhood to the main network.
- Backbone is the high-capacity network that carries internet traffic across cities, states, and countries.
Think of backhaul as the local road and the backbone as the interstate highway.
A static IP is a permanent internet address that does not change. Most residential customers do not need one. Businesses or customers hosting servers, security systems, or remote access services may need a static IP.
Fiber Optic Internet
How it works: Uses light signals through glass strands to transmit data.
Pros
- Extremely fast speeds
- Symmetrical upload & download speeds
- Very reliable and low latency
- Resistant to weather and electrical interference
Cons
- We can’t think of 1
Best for: Streaming, gaming, remote work, smart homes, businesses, and heavy multi-device use.
Copper Internet (DSL or Cable)
How it works: Uses traditional telephone lines (DSL) or coaxial cable (cable internet).
Pros
- Widely available in populated areas (that’s not our rural members, so not really a pro, is it?)
- Reliable for moderate usage
Cons
- Only available in densely populated areas
- Slower speeds than fiber
- Upload speeds are often much slower than downloads
- Performance can drop with distance or network congestion
Best for: Light browsing, basic streaming, and small households.
Wireless Internet (Fixed Wireless or Cellular)
How it works: Sends internet signals via radio waves from towers or satellites to a receiver.
Pros
- No physical cables required to the home
Cons
- Speeds and reliability can vary
- Weather, terrain, and signal obstruction can affect performance
- Often higher latency than fiber
| Feature | Fiber | Copper | Wireless |
|---|---|---|---|
| Speed | ***** | *** | ** - *** |
| Reliability | ***** | *** | ** - *** |
| Upload Speeds | Excellent | Limited | Moderate |
| Availability | Growing | Very widespread | Wide (esp. rural) |
| Weather Impact | None | None | Possible |
Definitions
Definition: A type of cable made of glass or plastic strands that carries internet data using light instead of electricity. It allows for very fast and reliable internet service.
Analogy: Like sending messages using flashes of light through a clear tube instead of pushing them through a copper wire.
Definition: The individual cable that runs from the main network line to your home or business.
Analogy: The driveway connecting your house to the street.
Definition: The main high-capacity network that carries internet traffic across the service area.
Analogy: The interstate highway system of the internet.
Definition: A device installed in your home or business that converts the fiber optic signal into usable internet for your gateway or network.
Analogy: A translator that converts light signals from the fiber line into a language your home devices understand.
Definition: The name of your Wi-Fi network that shows up when you search for available networks.
Analogy: It’s the name on your mailbox — it tells you which network belongs to you.
Definition: Wireless technology that lets your devices connect to the internet without using cables.
Analogy: Like a radio signal in your home that carries internet instead of music.
Definition: A device that combines the functions of a modem and a gateway into 1 unit.
Analogy: A combo device that acts as both the front door (modem) and the traffic director (gateway) for your home internet.
Definition: A device that connects your home to our internet network and converts the signal so your devices can use it.
Analogy: A translator that converts the internet’s language into something your home devices understand.
Definition: The box, usually mounted on the outside of your home or business, where our network connects to your building.
Analogy: The utility meter for your internet — the handoff point between us and you.
Definition: How fast data moves from the internet to your device.
Analogy: How fast a postcard being sent to your house is delivered to you.
Definition: How fast data moves from your device to the internet.
Analogy: How fast your postcard makes it to the destination you are sending it to.
Definition: The time it takes for data to travel from your device to a server and back.
Analogy: The delay between asking a question and hearing the answer.
Definition: The total amount of data that can move through your connection at 1 time.
Analogy: The width of a pipe — wider pipes carry more water at once.
Definition: Units used to measure internet speed (Megabits or Gigabits per second).
Analogy: The miles-per-hour rating of your internet connection.
Definition: A system with multiple Wi-Fi units that work together to cover your whole home.
Analogy: Several speakers playing the same song throughout your house instead of one loud speaker in 1 room.
Definition: A wired connection between your device and your gateway.
Analogy: A direct road instead of using wireless signals.
Definition: Scheduled time when work is performed on the network.
Analogy: Road construction done overnight to avoid traffic.
Definition: A unique number assigned to your device on the internet.
Analogy: Your home’s street address.