What is Fiber Internet?
Fiber internet uses light sent through glass cables to deliver very fast and reliable internet service. It is faster, more stable, and more consistent than traditional wireless, cable, or DSL service.
Do I need to purchase equipment?
In most cases, we provide the required equipment (such as an ONT and gateway). We will let you know if anything additional, such as a mesh unit, is needed at installation.
Can I use my own equipment?
Yes, you can use your own gateway if it is compatible. However, we can only fully support the equipment that we provide. If you use your own device, troubleshooting may be limited.
What would the mesh units be used for?
Mesh units extend Wi-Fi coverage throughout your home. They help eliminate weak signal areas and improve coverage in larger homes or buildings.
What is the PauldingPutnamIQ app?
PauldingPutnamIQ is a mobile app that lets you manage your home Wi-Fi network. You can:
- View connected devices
- Set parental controls
- Pause internet access
- Create guest networks
- Run speed tests
It gives you control of your network from your smartphone.
Is there a data usage limit?
No. Our fiber internet plans do not have data caps. You can use your connection as much as you need.
What do I need to do if I plan to dig near the buried fiber?
Always call 811 before you dig. This free service will mark underground utilities to prevent damage. If fiber lines are damaged due to digging without locating utilities, repair costs may apply.
What is the difference between 2.4GHz, 5GHz, and 6GHz WiFi?
- 2.4GHz – Longer range, slower speeds
- 5GHz – Faster speeds, shorter range
- 6GHz – Fastest speeds, shortest range, requires newer devices
How do I run a speed test?
Speed tests ran from the ONT will give you the most accurate results on the speed provided to you. This is done from the PauldingPutnamIQ app.
Speed tests can also be ran on devices on your network.
- Connect directly to your gateway with an Ethernet cable (for best results).
- Close other apps and devices using the internet.
- Visit a trusted site like speedtest.net.
- Run the test and record download, upload, and ping results.
Wireless tests may show lower speeds due to device limitations.
Why does my speed test show different speeds on different devices?
Speed tests ran from the ONT will give you the most accurate results on the speed provided to you. Different devices have different Wired and WiFi capabilities. Factors that affect speed include:
- Distance from the gateway
- Device age and hardware limits of the device
- WiFi band (2.4GHz vs 5GHz vs 6GHz)
- Network congestion
A wired connection usually provides the most accurate speed test.
What if a pole is hit and the fiber is broken?
If you see damaged lines or a downed pole, please stay at a safe distance and contact us right away. Our crews will be dispatched promptly to assess the situation and begin repairs. Restoration time will depend on the severity and location of the damage.
How your service is affected depends on which part of the network was damaged:
- If the damage is on a line coming off a splitter, only the customers connected to that specific drop will lose service.
- If a main backhaul line is damaged, customers connected beyond that point may experience an outage.
Our network is built with redundancy in mind. If a primary backhaul route is damaged, traffic is automatically rerouted through alternate paths whenever possible to minimize service disruption.
What does the colored LED on my device mean?
LED lights indicate the status of your equipment. While exact meanings vary by model, generally:
- Green/White Solid – Connected and working normally
- Blinking Light – Activity or attempting to connect
- Red – No connection or error
- Off – No power
My internet connection is down. What do I do?
First, try these steps:
- Check for a service outage in your area.
- Make sure your modem/ONT and gateway have power.
- Restart your gateway (unplug for 30 seconds, then plug back in).
- Allow 10 to 15 minutes before powering off again.
- Check that all cables are securely connected.
- Try connecting with a wired device if possible.
If you need assistance, please call 800-686-2357 or email member_services@ppec.coop.
How to Report an Outage
If service is still down:
- Call our office at 800-686-2357.
- Provide your name, address, and a contact number.
- Let us know what lights you see on your equipment.
If it is after hours, follow the prompts to report an outage.
What is a SSID?
An SSID is the name of your WiFi network that appears when you search for available networks.
Can I add multiple WiFi Networks (SSIDs)?
Yes. You can create separate networks, such as a guest network, through your gateway or the PauldingPutnamIQ app.
What is a backhaul or a backbone?
- Backhaul is the connection that carries internet traffic from your neighborhood to the main network.
- Backbone is the high-capacity network that carries internet traffic across cities, states, and countries.
Think of backhaul as the local road and the backbone as the interstate highway.
What is a static IP and do I need one?
A static IP is a permanent internet address that does not change. Most residential customers do not need one. Businesses or customers hosting servers, security systems, or remote access services may need a static IP.
Watch to learn more about the PauldingPutnamIQ app. Click the menu bar in the top right corner to select between different videos.