FAQ

With Gearheart Broadband, you can count on consistent internet speeds that match your plan during regular use, except in cases of unforeseen service disruptions. However, keep in mind that factors like your router’s condition and placement, the time of day, and the number of connected devices can affect performance. Rest assured, your speeds remain reliable within our service guarantee and usage policies.

Gearheart Broadband and Gearheart Fiber plans of 1 gig or higher come with unlimited data, so you can stay connected without worrying about overage fees. Lower-tier plans start with a 1,500-gig monthly data allowance. If you exceed this limit, a charge of $2.50 per 50 gigs will apply. For added peace of mind, Data XL is available across all Gearheart Broadband tiers, providing extra flexibility for your internet usage needs. You can reference our data-tier policies here.

Yes, in most cases, you can use your own router or modem with Gearheart Broadband, which can help you save on rental fees—provided your equipment meets or exceeds the provider’s technology standards.

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.

If you need to update your Plume Wi-Fi password for security or convenience, you can easily do so using the Plume HomePass app. Follow these steps:

1. Open the Plume HomePass App

   • Make sure your phone or tablet is connected to your Plume network.
   • Open the Plume HomePass app, available for both iOS and Android.

2. Access Network Settings

   • Tap the Menu (☰) or Settings icon in the app.
   • Select Adapt or Wi-Fi Settings (this may vary depending on your app version).

3. Update Your Wi-Fi Password

   • Find the Primary Wi-Fi Network section.
   • Tap on your Wi-Fi name (SSID) to update it.
   • Enter a new secure password in the password field.

4. Save Changes

   • Tap Save or Apply to confirm the new password.
   • Your network may briefly disconnect as the changes take effect.

5. Reconnect Your Devices

   • After updating the password, reconnect all devices using the new Wi-Fi credentials.

If you experience any issues, try restarting your Plume Pods or contact Gearheart Broadband tech support for assistance.

If your high-speed internet isn’t working or you have no internet connection, here’s a step-by-step troubleshooting guide to help identify and fix the problem:

1. Check for a Service Outage
   Check your ISP’s status page or use a service like DownDetector to see if there’s a known outage. If there’s an outage, you’ll have to wait until it’s resolved.

2. Restart Your Equipment
   Unplug your modem and router from power.
   Wait 30–60 seconds.
   Plug in the modem first and wait for it to fully start up (all lights steady).
   Plug in the router and wait for it to connect.

3. Check the Modem and Router Lights

• Power light – Should be solid.
• Internet/Online light – Should be solid (if blinking, it’s trying to connect).
• Wi-Fi light – Should be on (if not, turn it on or reset).
• LAN light – Should blink when data is being transmitted.

If the lights aren’t working correctly:

• Make sure the coaxial or fiber cable is securely connected.
• Try a different cable or port (if available).

4. Check Device Connections
   Try connecting directly to the modem using an Ethernet cable to see if it’s a Wi-Fi issue or a total internet issue. If Ethernet works, the problem is with the router or Wi-Fi settings.

• If Ethernet doesn’t work, it’s likely a problem with the modem or your ISP.

5. Reboot or Reset Your Router
   Restart the router by unplugging it for 30 seconds.
   If it still doesn’t work, reset it to factory settings using the reset button (hold for 10–30 seconds).

6. Forget and Reconnect Wi-Fi Network
   On your device, “Forget” the network.
   Reconnect by entering the Wi-Fi password.

7. Update or Reinstall Router Firmware
   Log into your router’s admin page (usually 192.168.0.1 or 192.168.1.1).
   Check for available updates and install them.

8. Try a Different Device
   If one device works but another doesn’t, the issue might be with the device’s settings or network adapter.

9. Contact Your ISP
   If none of the above steps work, contact your internet service provider.
   Mention any error messages or light patterns on the modem/router to help them diagnose the issue.

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