Support & FAQ
My internet connection is not working.
What should I do?
Before you call our technical support, first try to determine if the problem is with your ISP (Internet Service Provider) or your equipment—that is, your PC, laptop, iPad, wireless router or other device. The best way to figure it out is by using the process of elimination.
I’m not getting WiFi coverage in all areas of my home. What can be done?
Your modem is equipped with two types of Wifi: the 2.4GHz, and the 5GHz. The 2.4GHz has a better range. When your device is further away from the modem, set your device to connect to the Wi-Fi or Network name without (not with) the _5GHz at the end. If you are still having issues, please contact our office to learn about a WiFi extender.
What is the difference between download and upload speeds?
Both speeds have to do with how quickly data are transferred to and from devices. Data may include files, websites, pictures, music, and movies; and devices may include laptops, desktop computers, cellphones, tablets and more.
The download speed refers to how fast the data can be transferred from the internet to your device. As an example, when you open Facebook and scroll your home page, your download speed determines how long it takes to load your home page.
Meanwhile, your upload speed refers to how fast the data can transfer from your device to the internet. For example, when you post pictures on your Facebook timeline, your upload speed determines how long it takes your post to get on Facebook for everyone to see.
What speed is my internet connection operating at? How can I get the most accurate speed test results?
You can get accurate results by using our speed test tool on our website. First though, ensure all applications, browsers, downloads and streaming platforms are closed on all devices. It’s also best to unplug or turn off devices while doing the test. The only page that should be opened is the speed test tool.
If you have your equipment (such as a router) plugged into the Calix modem, unplug it. You are now ready to run the speed test!
I am a Hearst Connect customer and I’m moving. What should I do?
Please call us as soon as you know your move date—preferably at least three weeks before, so we can plan our schedule accordingly. We will have a technician pick up the modem at your place before your move-out date.