Internet FAQ

It uses ultra-thin glass or plastic cables to send data as light signals—much faster than the copper wires used in older cable or DSL internet. That means you get lightning-fast download and upload speeds, smooth video calls, and no lag when streaming or gaming.

For customers, fiber internet means:

• Faster speeds (often 1 Gbps or higher)

• Better performance for multiple devices

• More reliable connection, even during peak hours

• Future-ready for smart homes, remote work, and 4K streaming

If speed and reliability are important to you—especially in busy households—fiber is the best internet you can get.

• Wi-Fi (short for Wireless Fidelity) is a technology that allows devices like smartphones, laptops, tablets, smart TVs, and other electronics to connect to the internet or communicate with each other wirelesslyusing radio waves.

Key Points About Wi-Fi:

• Wireless: It eliminates the need for physical cables to access the internet.
• Router-Based: A Wi-Fi routeror access point sends out a wireless signal that devices can connect to.
• Internet Access: The router is usually connected to a broadband modem or fiber connection, allowing all connected devices to access the internet.
• Common Standard: Wi-Fi is based on IEEE 802.11 standards and comes in versions like 802.11ac (Wi-Fi 5), 802.11ax (Wi-Fi 6), and now Wi-Fi 6E and Wi-Fi 7.

Everyday Benefits:

• Access the internet from anywhere within the router’s range (home, office, coffee shop, etc.)
• Stream videos, play online games, make video calls, and download files without being tethered to a wall outlet.
• Enables smart hometechnology like security cameras, thermostats, and lights to connect and be controlled remotely.
• Let me know if you want a version written for a brochure, ad, or customer support.

• 1000 Mbps = 1 Gbps = 1 GIG. They are just different ways of expressing the same thing.
  • If you have 1 GIG internet, you can:
  • Stream 4K video easily
  • Video call with high quality
  • Download large files quickly
  • Support multiple devices at once

However, routers and modems offered by Gearheart Broadband are specifically designed to work seamlessly with your internet plan and chosen speed. Using provider-recommended equipment ensures optimal performance, professional installation, and hassle-free maintenance or repairs if issues arise.

Gearheart Broadband gives customers the flexibility to either use a provider-supplied router or bring their own, as long as it’s compatible with their internet service speed.

Yes

• Serving Floyd County, Pike County, Letcher County (including Jenkins and Fleming-Neon), Hurley, Pound, Wise County, and surrounding communities — we’re proud to be a part of these beautiful mountains we all call home.

Speedtest.net is a widely used internet performance testing tool that allows users to measure their internet connection’s speed, reliability, and latency. It provides quick and accurate insights into three key metrics: download speed, upload speed, and ping (latency). The platform works by connecting to a nearby server and measuring how quickly data can be downloaded from and uploaded to that server. The test typically takes less than a minute and provides real-time results, making it easy for customers to assess their internet performance and identify potential issues.

For Gearheart Broadband customers, Speedtest.net is a valuable tool for ensuring they are receiving the internet speeds they are paying for. It helps customers troubleshoot connectivity issues by identifying whether slow performance is due to the internet provider, home network setup, or device limitations. By regularly using Speedtest.net, Gearheart Broadband customers can monitor their network’s performance and work with customer support to resolve any discrepancies or outages. This leads to a more consistent and reliable internet experience, whether customers are streaming videos, playing online games, or working from home.

Test Your Internet Speed

• Restart Your Router
  • Unplug the power cable from your router.
  • Wait about 30 seconds.
  • Plug it back in and wait for the lights to stabilize.
• Check Connections
  • Ensure all cables (power, Ethernet) are securely plugged in.
  • Confirm the modem is connected properly to the router.
• Check Your Internet Service
  • Verify if your internet service is active (check with your ISP or modem lights).
  • If your modem is offline, contact your internet provider.
• Move the Router to a Better Location
  • Place your router in a central, open location.
  • Avoid placing it near walls, metal objects, or electronics that may cause interference.
• Update Router Firmware
  • Log in to your router’s admin panel (usually via a browser at 192.168.1.1 or eero/plume app).
  • Check for firmware updates and install them.
• Reset the Router
  • If problems persist, consider a soft or hard reset.
  • Soft reset: Restart or press reset button briefly.
  • Hard reset: Hold reset button for 10-15 seconds to restore factory settings (this erases all settings).
• Contact Support

If none of the above work, contact your router manufacturer’s support or your internet service provider for help.

The internet speed you need really depends on how you use the internet and how many people or devices are connected at the same time.

For example:

• If you’re just browsing the web, checking emails, or using social media, you don’t need a lot—5 to 10 Mbps per person is usually enough.

• If you’re streaming video (like Netflix or YouTube), especially in HD or 4K, you’ll want more. For example:

  • HD video needs about 5 to 8 Mbps

  • 4K video needs about 15 to 25 Mbps

• For video calls or online gaming, the speeds needed are lower (around 3 to 6 Mbps), but a stable and reliable connection is key.

Here’s a simple rule of thumb:

• A small household (1–2 people): 50 to 100 Mbps is usually fine.

• A medium household (3–4 people): 100 to 300 Mbps keeps things running smoothly.

• A larger household or one with heavy streaming, gaming, or smart devices: 500 Mbps to 1 Gbps (1000 Mbps) is ideal.

The more people and devices using the internet at the same time, the more speed you’ll need to keep everything fast and frustration-free. If you’re unsure, it’s usually better to go a little higher so your connection doesn’t slow down during busy times.

Upload speed is how fast you can send data from your device to the internet — like when you’re sending emails, uploading photos, doing video calls, or backing up files to the cloud.

Most people focus on download speed (streaming, browsing), but upload speed is just as important for things like:

Video calls (Zoom, Teams, Skype)

• Needs around 1.5 to 3 Mbps per call

• For smooth group calls or HD quality, 3–5 Mbps is better

Uploading photos/videos

• If you upload large files (like videos to YouTube), faster upload = less waiting

• For regular file uploads, 5–10 Mbps is usually enough

Online gaming

• Upload speed isn’t huge here — about 1–3 Mbps is fine — but low latency matters more

Cloud backups or working from home

• If you’re syncing files to cloud storage (like Google Drive or Dropbox), or sharing large work files, aim for 10–20 Mbps or more

Light use (email web use)

• 1-3 Mbps

Video call/ Moderate use

• 3-10 Mbps

Heavy use (cloud backups, large uploads)

• 10-25 Mbps+

Work from home professional/content creators

• 25-50+ Mbps

If you do a lot of video calls, remote work, or upload content, it’s worth making sure your upload speed is fast enough so you don’t deal with lag, frozen video, or long wait times

Of course!

• Troubleshooting ADSL Light Off & Internet Light Red
  • Check Phone Line Connection
    • Make sure the phone cable is properly plugged into the DSL/ADSL port on your modem.
    • Verify the phone socket is working by testing with a phone.
  • Check Filters/Splitters
    • Ensure any DSL filters or splitters are correctly installed on phone lines.
    • Faulty or missing filters can cause the ADSL light to go out.
  • Restart Your Modem
    • Power off your modem/router.
    • Wait 30 seconds, then power it back on.
    • Wait a few minutes for it to attempt reconnecting.
  • Check for Service Outages
    • Contact your ISP or check their outage map/website to see if there’s a known DSL outage in your area.
  • Check Phone Line for Noise
    • Sometimes noise on the phone line can interfere with DSL.
    • Listen for static or disturbances on your landline.
  • Try a Different Phone Cable or Port
    • Faulty cables or ports can cause connection issues.
    • Swap out the phone cable or try a different phone socket if possible.
  • Contact Your ISP
    • If none of the above work, contact your internet service provider.
    • They can run tests on your line or send a technician if needed.

A Broadband Facts label is like a “nutrition label” for internet plans.
It gives you clear, easy-to-read information about what you’re getting with an internet service — before you buy it.

What Does It Include?

The label shows important details such as:

• Monthly price (and how it may change over time)

• Download and upload speeds

• Data limits, if any

• Extra fees (like equipment rental or early cancellation)

• Customer service contact information

Why It Matters to You

• Helps you compare internet plans side by side

• Avoids hidden fees or surprise charges

• Tells you exactly what kind of speed and service you’re paying for

• Makes it easier to choose the right plan for your needs

Where It Comes From

The FCC (Federal Communications Commission) now requires internet providers to display this label, starting in 2024, to help customers make smarter, more informed choices.

Gearheart provides a variety of internet plans. 

The starter plan starts at $35 a month.

• This includes 100 Meg/5 meg Broadband
• 1,300 Gig Data
• Wireless Modem 
• 24/7 Customer Support

The most popular plan is $93.45 a month.

• 450 Meg/10 Meg Broadband
• 2,000 Gig Data
• Wireless Modem
• 24/7 Customer

Taxes Not Included. Special fees associated with standalone broadband service(s). Data tiers apply to this service, once over allotted data tier you will be charged $2.50 per / 50 gig. Select broadband label to learn more. Not responsible for pricing and/or typographical errors.

• Use Parental controls
  • Windows: Set up Microsoft Family Safety.
  • Mac/iPhone/iPad: Use Screen Time > Content & Privacy Restrictions.
  • Android: Use Google Family Link to manage screen time, apps, and filters.
• Set Restrictions for:
  • Website content (block adult sites)
  • App downloads
  • Screen time limits
  • In-app purchases
• Set up safe internet filters
  • Use your router to block certain websites across all devices (many routers have parental controls built in).
  • Install family-friendly DNS services like:
  • OpenDNS FamilyShield
  • CleanBrowsing
• Use monitoring apps
  • Bark
  • Qustodio
  • Net Nanny
  • Google Family Link (Free)
  • Apple Screen Time (Built-in)
• Talk to your kids openly
  • Tech only goes so far, honest conversation are key.
    • Teach them not to share personal information online.
    • Talk about cyberbullying, scams, and stranger danger online.
    • Explain the risk of inappropriate content, clickbait, and fake news.
  • Bonus Tips
    • Keep devices in shared spaces.
    • Know your child’s passwords (if they’re young)
    • Check browser history occasionally – transparently, not secretly
    • Be a good role model with your own device use.

Yes!

Yes! We have a variety of plans that works for gaming and streaming!

Yes. You can bundle your internet, phone, and television. Or bundle your internet and phone or internet and television.  

It depends on how you use the internet, how many people are in your home, and what kind of devices you use.

What to Consider:

• How many people use the internet?

• Do you stream in HD or 4K?

• Do you work from home or attend online classes?

• Do you have smart home devices like cameras, thermostats, or speakers?

For Individuals or Light Users

• What you do: Email, web browsing, social media, streaming in SD

• Suggested speed: 25–50 Mbps

• Why: Just enough to stay connected without lag

For Families or Shared Households

• What you do: Multiple people streaming, gaming, using smart devices

• Suggested speed: 100–300 Mbps

• Why: Ensures everyone can connect at the same time without buffering

For Gamers, Streamers, or Work-from-Home Users

• What you do: Online gaming, Zoom calls, HD/4K streaming, uploading content

• Suggested speed: 300–500+ Mbps

• Why: Handles high demand, large file uploads, and smooth video calls

For Smart Homes or Large Households

• What you do: Use smart TVs, security cameras, many devices online at once

• Suggested speed: 500 Mbps – 1 Gbps (1000 Mbps)

• Why: Prevents slowdowns when everything is connected

Yes!

There are a few common reasons why your internet might be running slower than expected — and most are fixable!

Too Many Devices at Once

If multiple people are streaming, gaming, or working online at the same time, your internet can slow down — especially if your plan doesn’t have enough speed to handle it all.

Example: One person watching Netflix in 4K and another on a Zoom call can use a lot of bandwidth.

Wi-Fi Signal Issues

Your Wi-Fi might not be reaching all areas of your home. Thick walls, long distances, or interference from other devices (like microwaves) can weaken your signal.

Try moving your router or adding a Wi-Fi extender.

Old or Slow Equipment

Outdated modems, routers, or even older devices can slow things down — even if your internet plan is fast.

Upgrading your router or modem can often make a big difference.

Background Apps or Updates

Sometimes your devices are doing things in the background (like software updates or cloud backups) that use up your bandwidth without you noticing.

Close unused apps or check what’s running in the background.

Your Internet Plan Might Not Be Fast Enough

If your household has grown or you’re now streaming more or working from home, your current plan may no longer keep up.

It might be time to upgrade to a faster speed or more reliable connection.

Network Congestion or Outages

Sometimes, your provider’s network can get overloaded — especially during peak hours — or there could be a temporary issue in your area.

Contact your provider to check for outages or congestion.

What You Can Do:

• Restart your modem and router

• Check how many devices are connected

• Move your router to a better spot

• Upgrade outdated equipment

• Consider a faster plan if needed