Internet FAQ

Fiber internet uses ultra-thin strands of glass or plastic to transmit data as pulses of light, allowing information to travel at nearly the speed of light. Unlike traditional cable or DSL services that rely on copper wiring, fiber technology delivers significantly faster speeds, lower latency, and more consistent performance. The result is ultra-fast downloads and uploads, crystal-clear video calls, and smooth, lag-free streaming and gaming—even when multiple devices are in use.

For customers, fiber internet delivers real-world benefits such as:

• Blazing-fast speeds, often 1 Gbps or higher, ideal for streaming, gaming, and large file uploads

• Symmetrical upload and download speeds, perfect for video conferencing, remote work, and cloud backups

• Stronger performance across multiple devices, so everyone in the home stays connected without slowdowns

• Greater reliability, with less interference and congestion—even during peak usage hours

• Future-ready connectivity, built to support smart homes, advanced security systems, and 4K (and beyond) streaming

If speed, reliability, and long-term performance matter—especially in busy households or work-from-home environments—fiber internet offers the fastest, most dependable online experience available today.

Bottom Line

If you’re in Gearheart Fiber service territory, opting for fiber delivers unmatched speed, reliability, and value especially with included managed Wi‑Fi and support. However, for locations outside that reach, satellite remains the fallback option, albeit with compromises on latency, reliability, and cost.

Find Out More Information

Wi-Fi, short for Wireless Fidelity, is a technology that allows devices such as smartphones, laptops, tablets, smart TVs, gaming consoles, and smart home equipment to connect to the internet and communicate with each other wirelessly using radio waves. It removes the need for physical cables, giving users the freedom to connect from anywhere within range of the network.

A Wi-Fi router or wireless access point broadcasts the signal throughout a home or business and is typically connected to a broadband or fiber internet service. This allows multiple devices to share a single internet connection securely using a network name and password. Wi-Fi operates on established IEEE 802.11 standards, including Wi-Fi 5, Wi-Fi 6, Wi-Fi 6E, and the newest Wi-Fi 7, each offering faster speeds, improved coverage, and better performance for today’s connected environments.

Wi-Fi makes it easy to access the internet throughout your home or office, stream movies and TV shows, play online games, make video calls, and download files without being tied to a wall connection. It also powers smart home technology such as security cameras, thermostats, lighting, and voice assistants, allowing them to be monitored and controlled remotely. Overall, Wi-Fi provides the flexibility, convenience, and connectivity that modern households and businesses rely on every day.

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 that’s right for you depends on how you use the internet and how many people and devices are connected at the same time.

For basic activities like browsing the web, checking email, or using social media, you don’t need much speed—about 5 to 10 Mbps per person is usually sufficient. Streaming video requires more bandwidth, especially at higher quality levels. HD streaming typically needs 5 to 8 Mbps, while 4K streaming can require 15 to 25 Mbps per stream.

Video calls and online gaming generally don’t need extremely high speeds—around 3 to 6 Mbps—but they do rely heavily on a stable, reliable connection with low interruptions.

As a general guideline:

• A small household (1–2 people) is usually well served by 50 to 100 Mbps

• A medium household (3–4 people) runs smoothly with 100 to 300 Mbps

• A larger household or one with heavy streaming, gaming, remote work, or smart home devices benefits from 500 Mbps to 1 Gbps (1,000 Mbps)

The more users and devices online at the same time, the more speed you’ll need to avoid slowdowns. If you’re unsure which plan to choose, opting for a higher speed can help ensure consistent performance during peak usage 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 works much like a nutrition label on food—it gives you clear, easy-to-understand details about an internet plan before you sign up. This label is designed to help customers quickly see what’s included, how much it costs, and what to expect from their service.

The label highlights key information such as the monthly price (including whether it may change over time), download and upload speeds, and any data limits or allowances. It also outlines additional fees, like equipment charges or early cancellation costs, and provides customer service contact information so you know where to turn if you need help.

For customers, the Broadband Facts label makes it easier to compare internet plans side by side, avoid hidden fees or surprise charges, and clearly understand the speed and service level they’re paying for. With everything laid out in one place, choosing the right internet plan for your household becomes simpler and more transparent.

These labels are required by the Federal Communications Commission (FCC) as of 2024, ensuring all internet providers present their offerings in a standardized format that helps customers make informed, confident decisions.

If you’d like, I can brand this explanation for Gearheart, shorten it for a website FAQ, or add callouts explaining each section of the label for customers.

Using parental controls is one of the most effective ways to help keep kids safe online. Most devices and platforms already include built-in tools that allow parents to manage screen time, filter content, and control app access.

On Windows devices, you can set up Microsoft Family Safety to manage screen time, apps, and web browsing. On Macs, iPhones, and iPads, use Screen Time and enable Content & Privacy Restrictions to limit websites, downloads, and purchases. For Android devices, Google Family Link lets you manage screen time, approve or block apps, and apply content filters.

Parents can also set restrictions such as blocking adult websites, limiting app downloads, setting daily screen-time limits, and controlling in-app purchases. These tools help ensure kids only access age-appropriate content.

Another layer of protection comes from internet filtering at the network level. Many home routers include built-in parental controls that can block certain websites across all connected devices. You can also use family-friendly DNS services like OpenDNS FamilyShield or CleanBrowsing to automatically filter inappropriate content.

For more advanced oversight, monitoring apps can provide additional features such as activity reports and alerts. Popular options include Bark, Qustodio, Net Nanny, Google Family Link (free), and Apple Screen Time, which is built into Apple devices.

While technology is important, open communication matters just as much. Talk with your kids about online safety, including why they shouldn’t share personal information, how to recognize scams, and what to do if they encounter cyberbullying or suspicious messages. Discuss the risks of inappropriate content, misleading clickbait, and fake news, and encourage them to come to you with questions or concerns. A combination of smart tools and honest conversations creates the strongest online safety foundation.

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.  

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.

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