Customer Support for Internet Products & Services
Choose your category from the drop-down below, or browse through our customer service articles.
Common modem and Wi-Fi issues
Try turning off your modem by unplugging it for 10 seconds and then plugging it back in. Wait for the modem and devices to reset and see if your system is working better. This simple step often fixes common problems.
Internet FAQs
How do I see or change my Wi-Fi password?
Got Plume "pods"? You can manage your Wi-Fi settings easily through the Plume HomePass app if you subscribe to AccessHyperSpeed+ or AccessSmart Wi-Fi+.
Got a modem "box"? Click here for how to change your Wi-Fi name and password on your modem.
How do I fix slow internet speeds?
Why am I unable to connect to the internet? If you suddenly cannot connect to the internet, any of several factors can be at play, including an offline modem, hardware failure or issues with your device. Click here for help.
How do I fix my modem being offline?
Why am I unable to connect to the internet? If you suddenly cannot connect to the internet, any of several factors can be at play, including an offline modem, hardware failure or issues with your device. Click here for help.
How can I fix my device being connected but not having internet access?
Why am I unable to connect to the internet? If you suddenly cannot connect to the internet, any of several factors can be at play, including an offline modem, hardware failure or issues with your device. Click here for help.
How do I connect my device to my Wi-Fi?
Click here for instructions on setting up your modem and connecting your devices to your modem.
Internet Support Articles
Smart Wi-Fi+ FAQs
What is Smart Wi-Fi+?
AccessSmart Wi-Fi+ is an adaptive mesh Wi-Fi system that optimizes your Wi-Fi based on your usage to deliver the best speed and coverage. It works by learning about your home environment and the devices you use to provide you with a better browsing experience. You’ll enjoy an even better experience with the HomePass app's enhanced parental controls, smart home protection, and advanced cyber-security.
How is Smart Wi-Fi+ better or different than other mesh networks?
Mesh is a static system that promises home-wide Wi-Fi coverage through a series of extenders. It’s far from perfect, because as demands on the system grow, the response remains the same, increasing the risk of slowdowns and drop-offs. AccessSmart Wi-Fi+ provides you the most consistent Wi-Fi connection enabled by adaptive technology from one of the world’s leading Wi-Fi companies, Plume. You also get intuitive management of people and device access, state-of-the-art cyber security and protection, and Wi-Fi motion sensing. You will also have peace of mind with professional installation and 24/7 technical support for as long as you subscribe to the service.
How do I access my HomePass App?
Download the Home Pass app from the Apple App and Google Play stores.
How do I see or change my Wi-Fi password?
How do I fix my modem/pods being offline?
How do I fix slow internet speeds?
How do I create a Guest Network?
How do I remove devices from my network?
How do I ‘freeze’ device and make a ‘freeze’ schedule?
Deco FAQs
What is the Deco system?
The Deco system is a platform in which the internet service (being WIFI and one ethernet connection) is supplied by a TP-link Deco pod. Similar to the Smart Wi-Fi+ service, there is an application available that allows you to monitor/control certain functions of your network.
How does Deco differ from Smart Wi-Fi+?
Deco and Smart Wi-Fi+ are similar in the essence where either operate of ‘pod’ devices that supply both Wi-Fi and an ethernet connection (per pod). Additionally, they both have applications in which you can monitor/control your network. The main difference between the two is that at this time, the Deco pods are typically offered in a singular pod per household) and only currently with our Rural Wireless and Fiber customers. In contrast, the Smart WIFI+ service allows for singular or multiple pods per household and is available for all of our internet service subscribers (Broadband, Rural Wireless, Fiber) . Please note, there are different costs associated with each service.
How do I access my Deco App?
How do I see or change my Wi-Fi password?
How do I fix my modem/pod being offline?
How do I fix slow internet speeds?
How do I create a Guest Network?
How do I remove devices from my network?
How do I configure Parental Controls?
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Contact Customer Care
Looking for more information? Phone or email our Customer Care team so we can answer your questions and help solve any issues you are having.
