Internet Frequently Asked Questions

Is internet or phone service available to me?

You can check service availability online here or by calling 540.925.2255.

Will my computer access the Internet wirelessly?

Your computer should access the Internet wirelessly if your computer is equipped with a wireless network card and you have access to a wireless network connection. A wireless broadband router can be used to establish a wireless network connection through your broadband modem.

What is the difference between a static and server assigned IP address?

A static IP (internet protocol) address is an address that does not change. Your internet always uses that address to connect to your internet. A server assigned IP address, also known as a DHCP (dynamic host control protocol) address, is an IP address that is dynamically assigned to you each time you connect or reconnect to your internet connection. Static IP addresses are useful and often required for connections that use VPNs (virtual private networks), security cameras, and other specialized software programs.

What is the difference between a modem and a router?

• Modem: The device/box that translates the phone signal to an internet signal in your house.

• Router: The device/box which connects to the modem, and provides wifi signal at your location. A router allows more than one computer/device to connect to the internet connection at once.

The modem is typically leased to the customer by the ISP, while the router is purchased by the customer and therefore customer is fully responsible for the router operation. MGW Networks currently provides an all-in-one device that is both a modem and router, and it is typically leased to the customer.

What's the difference between wifi and wireless internet.

• Wifi: The wireless signal that a router broadcasts inside the house which allows computers, mobile devices, and certain printers to connect to the Internet wirelessly.

• Wireless Internet: The method by which an internet signal is sent to a location from the ISP tower or access point. For example, fixed wireless is a type of wireless internet, satellite is another type of wireless internet.

What's a web browser?

A web browser is a graphical user interface (GUI) which allows people to access their favorite websites from a computer or mobile device. Google Chrome, Mozilla Firefox, Microsoft Internet Explorer and Microsoft Edge are examples of internet browsers.

Why do routers/modems stop working? What's their average lifespan?

Because routers and modems have complex circuit boards inside which are required for their operation, naturally there is wear and tear on the board over time with continued use.
Routers and modems have a limited lifespan similar to a computer, and there is no specific average lifespan for these devices. To ensure the maximization of lifespan of these devices, ensure they are plugged into a surge protector and are in an adequate climate controlled environment.

What is the POE?

POE (Power Over Ethernet) is the technology that utilizes a single ethernet cable between the outside equipment (antenna) and the POE device itself to supply Internet service. POE allows both a data connection and electrical power to be provided using a single cable.

Why can’t I get Internet service?

For fixed wireless internet to work reliably, it is necessary to have a clear line of sight to the tower or AP in order to provide a reliable signal. There is an invisible ellipsoid area, called the fresnel zone, surrounding the line of sight line. If there is significant obstruction of this fresnel zone between the tower/AP and your location, the internet signal can become compromised and inconsistent. 

Why can’t I get internet service when my neighbor was able to to?  

With fixed wireless internet, eligibility is strictly a case-by-case scenario because of the method this form of internet gets to your location. Unlike line-provided forms of internet, such as DSL & Fiber, fixed wireless internet needs a clear line of sight to the tower or AP. There are situations when one location can receive reliable internet service, but a the signal to a different location - such as a neighbor - cannot because of an obstruction in the line of sight or the fresnel zone (the ellipsoid shape surrounding the line of sight line) from the tower/AP to the customer location.

What is bandwidth?

Bandwidth is the amount of data that can be carried from one point to another in a given time period (usually a second)
For a up to 10 Mbps (Mbps: Mega bits per second) Internet speed package, the average available bandwidth is 10 Mbps.

Why is my internet slow?

Slow Internet speeds can be the result of a variety of reasons. The most common reasons are failing routers and background processes running on computers and mobile devices. If you are experiencing slow Internet speeds, we suggest testing your router by unplugging the Internet ethernet cord from the WAN/internet port on the back of the router and plugging it directly into a computer (this process is called hardlining). Try browsing the Internet after you have performed the previous step to see if you are still experiencing slow speeds. This process can only be performed with a computer.
If your Internet speeds remains slow, check the hardlined computer to make sure no program updates are operating in the background. We also recommend power-cycling (rebooting) the modem periodically to refresh the modem connection.

If you have any questions about slow Internet speeds, call MGW Technical Support at 877-579-9572 or report a service issue via SmartHub. 

Is there a data limit with MGW Internet packages?

All MGW internet services have unlimited data usage. 

Can't connect or stay connected?

DSL Customers:

1. Check the phone jack, that your DSL modem is using, for dial tone or any noise.

2. Plug a corded phone into the DSL jack and make a call; if no problems are found, then connect the DSL modem back up and plug the corded phone into the phone port in the back of the DSL modem and make a call.

3. Listen for any noise (such as frying, cracking, or clicking) on the line. Be sure to stay on the line for several minutes as some noises can be intermittent.

4. If the line is clear, you may also temporarily remove any piece of equipment between the DSL modem and the wall jack (such as splitters or surge protectors). These devices may be experiencing problems which are inhibiting your connection.

5. Check to ensure the phone line between the phone line port on your DSL modem is connected to the correct wall jack. Typically the DSL line plugs into the wall jack labeled “DSL”. The modem will not work unless plugged into the original jack installed for DSL & it must be on the DSL side of the jack.

6. If the issue persists, next power-cycle (reboot) your equipment.

7. If the issue has not been resolved, proceed to bypass your router. When using a router it is always necessary to bypass the router to ensure the router is not failing.

8. To bypass the router simply take the cable, connecting the modem to the router, out of the router and plug it directly into your computer; you should now have a cable connecting the modem to the computer.

9. If the problem persists, please contact MGW Technical Support at 877-579-9572 or report a service issue via SmartHub.

Fixed Wireless Customers: if you have a Gigacenter/Gigaspire, do not bypass or reboot the equipment

1. Ensure all of your connections are securely connected.

2. Once verified and if the issue persists, power-cycle(reboot) your equipment.

3. If you are still experiencing connection issues, bypass your router by unplugging the ethernet cable from the WAN port on your router, and connect it into the ethernet port on your computer.

4. Once your router is bypassed, restart your computer

5. Once it reconnects to the Internet, see if your Internet connection is working and has returned to the normal speed of your Internet speed package. If the issue has been resolved, you may have a router issue and it may need to be replaced.

If you are still experiencing connection issues, ensure your computer is not performing updates or background processes while you are performing these troubleshooting steps. Ensure there is a singular solid white, blue, or green light on the POE when plugged in. If there is a red light on the POE or the POE light is off, ensure the power outlet/surge protector it is plugged into is not failing. If power outlet/surge protector is working properly, and there are still Internet connection issues, after the above completed steps, contact Technical Support at 877-579-9572 or report a service issue via SmartHub.

Fiber Customers: if you have a Gigacenter/Gigaspire, do not bypass or reboot the equipment

1. Ensure all cables are connected in correctly and securely.

2. If you are using a router: unplug the power cord from the back of the router and leave it unplugged - at least 60 seconds

3. Plug the power cord back into the router.

4. After rebooting the router, restart your computer or device in use.

If you still have no internet connection please call Technical Support at 877-579-9572 or report a service issue via SmartHub.