Frequently Asked

  • Router Help
  • Router Information

    Router IP = 192.168.1.1
    The default user name and password are located underneath the router. You can also call our office at (337) 783-3436 for more information.

  • How to Update WiFi Settings?

    Network Name (WiFi SSID): REACH4 Communications
    WiFi Password (WiFi Security Key or Passphrase): (none by default)

  • How to Secure your Wireless router?

  • Fiber Internet - General Information
    Fiber-to-the-Home internet services or FTTH as it is commonly referred to is the gold standard of residential internet connections.
  • Do I need a phone line?

    NO, our services is brought to you through fiber optic cable.

  • How does our service work?

    A fiber optic cable consists of a bundle of glass threads, each of which is capable of  transmitting messages modulated onto light waves. Fiber optics has several advantages over  traditional metal communications lines: Fiber optic cables have a much greater bandwidth capacity than metal cables.

  • Next Generation Technology

    Because fiber-optics uses light instead of electricity to transmit data, the frequencies that are used are much higher and the data capacity is much greater. The fiber-optic cable itself is made from glass or plastic which is not susceptible to electromagnetic interference like metal cables.

  • How fast is it?

    Fiber broadband is the fastest internet available, you can transfer large amounts of data quickly and seamlessly. According to the FCC, fiber internet has the lowest latency (18ms) of all of service types tested. If you are unfamiliar, latency is a key metric to how fast your internet responds and "feels."

  • What is required for multiple computers/devices to access the internet at the same time?

    You will need a router. You have many options for your wifi with our service:

    1. You may purchase one from us. We offer both dual band and single band routers. We offer insurance with our routers.
    2. You may rent a router from us. Insurance and support are included with our router rentals.
    3. You may provide your own router. We also offer a third party support service for most other brand name routers. For the faster speed packages, we recommend using a dual band router.

    Tip: Most people enjoy wireless routers in order to connect their wireless devices such as tablets, phones, and laptops; however, we recommend plugging in your device via ethernet whenever possible for the best quality experience.

  • Wireless Internet - General Information
  • Is it Satellite?

    No, our equipment is LOS (line of site) to towers, not anything in orbit.

  • Is it weather dependent?

    Under most circumstances, NO. The way our service works is similar to a radio. It does not drop out during most storms because the signal does not have to penetrate cloud cover, as would a satellite. Although, just as with your radio, there are certain times of year that troposphere conditions create a type of interference called SKIP. This is mostly seasonal and can cause temporary disruption of service. SKIP is often only a problem in early morning hours.

  • Do I need a phone line?

    NO, our service is a completely independent system. It does not require a phone line, satellite, or cable.

  • How does our service work?

    Our service is sent to your house via radio waves. We send a radio signal from one of several towers to a radio device mounted on your home. A cable is ran from that device either straight to your computer or to a router (allowing multiple computers/devices to access the internet at the same time.)

    How fast is it?

    Latency: Ping times are comparable to DSL and Cable Internet.

    Speed: Bandwidth is determined upon the package you purchase. Finding the speed that is right for you is based on how you use the internet. Web-surfing requires very little speed whereas, gaming and streaming video content require more speed. Speeds up to 12 Mbit/s are available.

  • How much does it cost to have a test done?

    We do not charge for testing at your house or business if we are installing service. We do ask that we go out in expectations that if it does work that we will install the service. There is no charge if the service is not available. If you would like us to go test without setting up service, then there is a charge of $75.

  • What is required for multiple computers/devices to access the internet at the same time?

    You will need a router. You have many options for your wifi with our service:

    1. You may purchase one from us. We offer insurance with our routers.
    2. You may rent a router from us. Insurance and support is included with our router rentals.
    3. You may provide your own router. We also offer a third party support service for most other brand name routers.

    Tip: Most people enjoy wireless routers in order to connect their wireless devices such as tablets, phones, and laptops; however, we recommend plugging in your device via ethernet whenever possible for the best quality experience.

  • How many computers/devices are allowed to use the internet?

    We do not restrict how many computers/devices can use the internet at one time. Keep in mind, each device you connect uses a portion, in some cases all, of your total internet speed. So, the more devices you are using, the slower it might seem.

  • Wireless Internet Installations
  • How long will it take to get an install date?

    Be prepared to wait anywhere from 1 week to about 2 months for an installation date. It is recommended that you contact us well ahead of the time you were hoping to get internet.

  • How long is an average install?

    Most installs average around 2 hours from drive up to completion.

  • Will it be setup once the installers leave?

    Yes. We will setup the computers that are present at the time of the installs. Although, we are not responsible for setting up any network printers/shares or virus/spyware issues. We also test if needed to guaranty that we will have an acceptable signal where we would mount the equipment.

  • You mean you have to run a cable from the radio equipment to the inside of my house? How?

    This cable can be ran in many different ways, depending on the design of your home and the location of your computers. The most common ways to do this are – through the floor, through an outside wall, or down an inside wall through your attic (This option is an additional fee.)

  • Where and how is the radio equipment/antenna going to be installed?

    This is dependent upon the design of your home, the distance you are from our tower, and the amount of obstacles between you and the tower. Under most circumstances we will try to find the highest point of your home to mount. The most common way of mounting the equipment is on the fascia at the peak of your home. A set of 2 brackets (4 screws) are used to secure a pole (1′-5′) with our radio equipment attached to it. There are many other methods of mounting including – towers, high utility poles, antenna poles, chimneys, trees, etc… (Pretty much anywhere that is solid, high, and very close to the house.)

  • Fiber Internet Installations
  • Can I view the progress of Fiber Optic construction in my area?

    Yes, please click here to view the progress of our Fiber Optic construction.

  • Online Gaming Information
  • Can I game on this network? What is needed?

    Yes, you will need a router and a cable to connect it to. Some games require you to open certain ports on your router or a public IP address.

  • How can I improve my online gaming quality?

    Port forwarding helps by creating a direct connection from your device (Xbox, Playstation, PC) to the game's server. This can improve your NAT from "Strict" to "Moderate" or "Open." Here is a link to help you get started.

  • What is a Static Public IP address and what is it used for?

    A public IP address, like a postal address, is the address that is assigned to a device to allow direct access over the Internet. A router, web server, email server or any device directly accessible from the Internet is a candidate for a public IP address. A public IP address is globally unique, and can only be assigned to a unique device.  A static public IP address is an address that does not change.

  • Online Payment Information
  • Can I use a debit card instead of a credit cards?

    Yes your debit card can be used as a credit card.

  • I mailed my check off how long will it take to post on my online account?

    Checks will be posted online within 5 to 7 business days.

  • I have never logged into my account what is my password.

    By default your password is your zip code. We recommend you change your password as soon as possible.

  • Streaming Video Services
  • What is the bandwidth requirement for popular online services and devices?

    The following list is a series of both required and recommended internet speeds pulled directly from the support pages of their respective provider.

    By Service

    Names of Streaming Services

    NETFLIX

    Netflix recommends the following internet connection speeds:

    • 0.5 Megabits per seconds – Required broadband connection speed
    • 1.5 Megabits per seconds – Recommended broadband connection speed
    • 3.0 Megabits per second – Recommended for SD quality
    • 5.0 Megabits per second – Recommended for HD quality
    • 25 Megabits per second – Recommended for Ultra HD quality

    Sling TV

    The quality of streaming video is directly impacted by Internet speeds. When streaming content over the Internet, your connection speed is constantly changing based on the number of connected devices, as well as, the rate of communication from your Internet service provider.
    Check out Sling TV’s recommendations for a constant speed by device:

    • Constant speed of 3.0 Megabits per second or more - Streaming non-HD video content on portable devices such as, tablets and phones.
    • Constant speed of 5.0 Megabits per second or more - Single stream of video content on a TV, PC, or Mac.
    • Constant speed of 25 Megabits per second or more - Recommended for households who maintain Internet use on multiple devices.

    Hulu

    Hulu recommends the following:

    • For Standard Definition videos we recommend a downstream bandwidth of at least 1.5 Mbps for a smooth playback experience
    • For High Definition videos we recommend a downstream bandwidth of at least 3 Mbps for a smooth playback experience
    • For the SHOWTIME® live stream, we recommend a downstream bandwidth of at least 3 Mbps for a smooth playback experience

    HBO NOW

    • For streaming video, you need a high-speed connection with a minimum download speed of 3 Mbps.
    • Amazon Prime
    • Standard Definition (SD) videos: 900 Kbits/sec
    • High Definition (HD) videos: 3.5 Mbits/sec

    Playstation Vue

    • 10mbps or higher is recommended for the best experience, plus 5mbps for every additional stream.

    VUDU

    • SD (480p) requires 1000 kbps
    • HD (720p) requires 2250 kbps
    • HDX (1080p) requires 4500 kbps
    • UHD (4K) requires 11000 kbps

    YouTube / Google Play Store

    • 500+ Kbps for YouTube
    • 1 +Mbps for movies, TV shows, and live events

    Apple TV

    • 8 Mbit/s or faster for 1080p HD (high definition) content
    • 6 Mbit/s or faster for 720p content
    • 5 Mbit/s or faster for SD (standard definition) content

    By Device

    PlayStation

    PlayStation Forum recommends a steady broadband Internet connection with at least 5 Mbps. Also, the lower ping that your connection has, the better streaming experience you will have. PS Now supports both Wi-Fi and wired (Ethernet) connections, and recommends a wired connection for the best possible experience.

    Xbox

    Xbox One Support recommends the following minimum bandwidth requirements:

    Online Gaming SD Video Streaming HD Video Streaming
    Download Speed 3 MB/s or 3,000 KB/s 1 MB/s or 1,000 KB/s 3.5 MB/s or 3,500 KB/s
    Upload Speed 0.5 MB/s or 500 KB/s N/A N/A
    Ping Less than 150 milliseconds Less than 150 milliseconds Less than 150 milliseconds

    Please keep in mind that these are the minimum requirements in order for a game or app to have a “Certified” experience. The higher your connection speed, the better your experience will be.

    Nintendo Wii

    Wii Support recommends that you ensure no other users or applications are utilizing bandwidth on your network (e.g. other electronics streaming content, performing downloads, etc) if you are having issues with video buffering or stops.

    • To view Netflix Watch Instantly content on your TV via your Wii console, you need an active Netflix account that allows the viewing of unlimited online content, a high-speed Internet connection (recommended 3.0 Mbps or higher for DVD quality), and a TV. We recommend connecting the Wii console to a router as well.
    • Most video on demand services are able to stream content consistently when using download speeds above 1.5Mbps. If your download speeds are lower than this, contact your Internet service provider for further assistance.
    • A download speed of at least 500Kbps is recommended for optimal video quality watching for YouTube.

    Roku

    In general, the faster your Internet connection, the better the video quality. For the best viewing results, Roku’s support  recommends a minimum of 3 Mbps for standard definition and up to 6 Mbps for HD content, and 15 Mbps for UHD 4K content.

    Chromecast

    • Although there are no official upload requirements, the Google Support forum recommends 10 Mbps upload for High Quality streaming.

    Amazon Fire TV

    • Standard Definition (SD) video minimum requirements: 900 Kbits/sec
    • High Definition (HD) video minimum requirements: 3.5 Mbits/ sec

  • VoIP Phone Information
  • Can I use a fax machine or alarm system with the VoIP service?

    Not all faxes or alarm systems are supported to work with VoIP systems. Although, most new alarm systems are starting to support it.

  • Can I keep my old phone number?

    Yes you can keep it. Most phone numbers can be ported over for a fee of $25 and it can take from 5 days to 6 weeks. You must not cancel your existing service until the number is ported to the new phone.