FAQ’s Current Customers

Frequently asked questions

Find answers here to your most frequently asked questions.
1What is a 2.4 GHz network?
The 2.4 GHz network is the network that operates on the 2.4 GHz frequency. This frequency can pass through barriers like floors and walls fairly well, giving a broad range of coverage over a given area, generally around 300 feet. There are 11 seperate channels available on the 2.4 GHz network, but only 3 of those channels are non-overlapping. This means that even though your router may not be on a channel occupied by another device, the other device may still interfere with your wireless quality. The combination of limited channels and a broad coverage range contribute to the Wireless Interference issues present on the 2.4 GHz network. All modern devices capable of WiFi connectivity will be compatible with the 2.4 GHz network.
2What is a 5 GHz network?
The 5 GHz network is the network that operates on the 5 GHz frequency. This frequency cannot pass through barriers as well as the 2.4 GHz network and has a more limited range of around 90 feet. The 5 GHz network offers many more channels than the 2.4 GHz network, including 24 non-overlapping channels. The combination of more channels, smaller coverage area and overall less devices that operate on the 5 GHz network means less interference in the 5 GHz range. Not all devices will operate on a 5 GHz network.
3What is Wireless Interference and where does it come from?
Wireless interference is a conflict in the microwave frequencies that a WiFi router utilizes in order to broadcast a wireless signal. Because the air is shared by all transmitters of wireless signals, communications by any device on the same frequency as a WiFi router can cause interference. Any device that communicates or transmits any sort of signal or data wirelessly can be a source of interference. This includes devices such as bluetooth speakers, keyboards or mice, baby monitors, garage door openers, radio-controlled toys, cordless phones, microwaves, wireless video cameras, etc.
4How can I tell if I have Wireless Interference?
A good way to tell if you are encountering Wireless Interference issues is to run a wireless and a wired in speed test from the same device within a short time of each other. If the wired in speed test is substantially different from the wireless speed test it is a good indication that Wireless Interference is hindering your wireless network capabilities
5Can I get rid of Wireless Interference?
Unfortunately there is no way to totally avoid Wireless Interference. Distance is the best solution, so the further you are from a competing device the less the interference will affect you. Sometimes this is not an option, such as in a dense neighborhood, apartment building, etc. In cases like these some technical insight is needed and configuration of the WiFi router in the form of choosing the channel with the least interference may be an adequate solution. In cases where there are no open channels available (such as a densely populated urban area, housing development, etc), a 5 GHz network may need to be implemented and may help. The best option in any case is to wire in your devices to the router when possible and avoid the Wireless Interference all together.
6Why does the 5 GHz network show up on some devices, but not others?
Some devices do not have the capability to utilize a 5 GHz network. If your 5 GHz network does not show up in the WiFi settings on your device check with the manufacturer to confirm that the device supports a 5 GHz network.
7Why are my speed tests over WiFi so slow?
Wireless speeds have many factors that contribute to their outcome. The particular device your testing from, the capabilities of the device you are testing from, the interference in the local vicinity, current network traffic, distance from the WiFi router, and many other factors can contribute to slow wireless speeds. With some investigating we can help track down the causes of poor WiFi performance and offer tips to help mitigate them.

Distance weakens WiFi signal. Same goes for walls, doors, appliances, neighbors’ networks, metal, water, or pretty much anything solid. When you and your router are at opposite ends of your house, there are too many obstacles in between and your WiFi signal will suffer. Relying on a single router is like asking a single loud speaker to provide great sound throughout your home. To solve this, you need multiple access points distributed throughout your home. It's time to get your XtreamInternet service in every corner of your home. We can develop a custom solution for you to ensure connectivity throughout your entire house. Your WiFi problems, gone. Your WiFi experience, improved.

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1What is the troubleshooting process
When troubleshooting issues with you network we will generally ask the questions below.

Having these questions answered prior to calling us will help expedite the troubleshooting process and get you back up and running quicker.

Please note the time and date when you experience the issue and take a wired in speed test at that time and send it to us. If the issue seems constant, run a few speed tests within a few minutes of each other and relay them to us. Speed tests should be performed at speedtest.xmission.com using a wired in computer with WiFi capabilities turned off.

If a wired in speed test performs to standard we will move on to diagnosing the issue on the internal network. Below are questions that will assist us in troubleshooting the issue you are experiencing. These questions help eliminate possible causes of the problem. Since we have not found any issues on the wide area network and the wired in speed test performed to standard we want to look at details specific to your location and local network.

Before we begin troubleshooting for possible causes, try rebooting the system as well as any devices experiencing issues. This can be accomplished by unplugging the power to the router and antenna for 30 seconds and plugging it back in. If this does not resolve the issue move onto answering the questions below. DO NOT PRESS ANY RESET BUTTONS ON ANY DEVICES, this will result in the need for us to come on site to reprogram the device which will incur a $100 service call fee on your account.

First we want to get some general details about the issue:
  • Is the issue you are experiencing intermittent or constant?
  • Does the issue occur during a certain time of day or when you are trying to perform a certain task or visit a specific website?
  • Is the issue experienced on devices directly wired to the router, devices using WiFi or both?
  • Is the issue experienced on all devices that connect to the network or is it isolated to specific devices (apple products, windows products, android, a few devices but not brand specific, all devices, etc)?

Next, we want to look at the specific settings and configurations of the devices having issues to further isolate the problem:
  • Are the devices experiencing the issue up to date on all firmware, software and operating systems?
  • Are the devices experiencing the issue running memory/processor intensive programs?
  • Are wired in devices configured so that WiFi is disabled?
  • Are WiFi enabled devices configured so that the mobile network is turned off?
  • Have any new changes recently been made to the device(s) that is having issues?

Last, we want to look at the physical environment and the internal network for possible sources of interference or causes of the issue:
  • Have any changes been made to the network, has the equipment been tampered with or moved, etc?
  • Has any new equipment been added to the location that may cause interference (i.e. wireless printers, wireless mouse or keyboard, cordless phone, wireless cameras, microcell towers, WiFi access points, antennas, bluetooth devices, etc?)