Technical Support

Support Hours

8:00 AM – 7:00 PM Monday – Friday

9:00 AM – 6:00 PM Saturday

Closed Sunday

 

Customer Frequently Asked Questions

Below are some frequently asked questions, and some basic steps that you can take to get things back to normal.

If you try these steps and still have trouble, please let us know and we will do whatever we can to get you going again.

My Service is not Working

1. Unplug the power to your router, wait fifteen seconds and plug it back in
2. Unplug the power to your POE Injector, wait fifteen seconds and plug it back in
3. Call technical support for next steps and recommended troubleshooting

My New Router is not Working

1. Refer to the guide that came with your product and check that all the cables are correctly plugged in
2. Call TISD to have your new router provisioned and set up on your account
   • Alternatively, you can click on “Pay Bill” above to log into your account, click on “Equipment” at the top of the screen, and change the MAC address to your new router’s MAC address
3. Follow the provided guide in the box, or contact your router’s manufacturer for assistance
4. Bring it to one of our stores for testing

My Signal is Low

1. This may signify an issue with your connection to the router: try to move the device closer to the router, as the signal you see is the signal to your local Wi-Fi connection, not a signal showing your connection to the Internet through our service
2. Try rebooting the router, by unplugging the device from power and plugging it back in fifteen seconds later
3. Call Technical Support for help

I’m Having Trouble Streaming

1. Check whether streaming is working on other devices, to determine if the issue is with the service or the device
2. Unplug your router, wait fifteen seconds and plug it back in
3. Unplug your POE Injector, wait fifteen seconds and plug it back in
4. Does the streaming service you’re using have any minimum requirements? You may not be on an appropriate package
5. Check to see if there are any other devices or services that are actively using up the bandwidth available on your network
6. Try testing by hard-wiring to your router or our equipment – bypassing other devices can give more detailed information on the status of the network
7. TISD does not support applications such as KODI or MediaViper for streaming.  These applications traditionally are used for pirating copyrighted content and receive streams from unreliable sources.

My Email isn’t Working

1. Restart the program, or app, you are using to send the email
2. Make sure that you are connected to the Internet
3. Call into Technical Support for next steps

I am a Gamer and I am unable to Chat or Host Games

1. Some devices and games require a Public IP Address in order to chat in-game, or to host games
2. Call Technical Support for details on setting up a Public IP Address

My Service is Slow and Unresponsive

1. Unplug your router from power and wait fifteen seconds, then plug it back in
2. Unplug your POE Injector, wait fifteen seconds and plug it back in
3. Check to see if there are any other devices or services that are actively using up the bandwidth available on your network
4. Check to see if you have a good connection to your internal network or WI-FI
5. Call Technical Support for next steps and recommended troubleshooting

Which Package is Best for Gaming?

1. The Minimum Package is the Premium Residential Package
2. We recommend the Elite Residential package, which has higher download speeds, and a Public IP is included.
3. Gaming primarily relies on ping, but a higher download speed will also help with game downloads and updates.