Having Trouble? We Can Help!

We back all of our services with 24/7 LOCAL technical support. Some common questions and solutions are on this page. Our techs are also available to troubleshoot with you. We are here for you, so please don’t hesitate to call or text.

Select the service below for troubleshooting.

Internet Troubleshooting

All of my services are out – When more than one service is not working, we look at the equipment where your service comes into your premises. Often a power interruption is the culprit. Did the power flicker or go out? Check to make sure that our equipment (often in your utility room) is getting power. The backup battery “DC” indicator light tells you that the system is not getting power. The “System Status” indicator light tells you that it is getting power. If power is the issue, check the outlet – if it is a GFCI, it has a breaker button that you can push. Also check to confirm that a fuse has not flipper in your breaker box. And please call our techs. We can troubleshoot why the powered devices are not giving you service.

Speed Test – Find out what speed a single device is running

My internet is running slow – Lets run through some common culprits: Do you have a device doing updates? Could there be a WiFi obstruction (furniture, thick wall)? Are you using more internet and maybe hitting your bandwidth limit? Have you added any devices to your network? Please call and we are happy to help you troubleshoot.

Can’t connect using video game console – Setup port forwarding in router per the console manufacture’s recommendations. Please check manual for reference.

I’m getting buffering while watching online videos – Please check you have adequate bandwidth for the stream you are trying to watch. Often times a great solution is to either hard wire the device or TV to the internet, or install a mesh unit to expand the WiFi reach.

Authentication problems with my wifi – Make sure you are entering the in the correct password, and that Capslock is off.

COMMAND IQ – Free App for Fiber Optic WiFi Control

Command IQ puts you in the driver seat of your WiFi experience. Quick to set up. Enable WiFi for your guests, & run speed tests. Included for no added cost with a Gigacenter, U4, or U6 router.

For even more control, add advanced services: Experience IQ & Protect IQ – all accessible in the Command IQ app! Each upgrade is $4.99/month, or $8.99/month for both.

Experience IQ includes advanced parental controls, profiles, pause WiFi, filtering and screen time management. Telecommuters & Homeschoolers love it.

Protect IQ keeps your personal info and devices safe with protection from malware and viruses.

Phone Troubleshooting

Setup voicemail:
Dial the voice mail access number, 715-824-6246
Your Default Pin is: 123456
First-Time Sign-In.
Step #1 change your PIN
Step #2 record your greeting
Step #3 record your mailbox name

Access voicemail:
Dial the voice mail access number, 715-824-6246
Enter your PIN

No Dial Tone – Unplug all phones from the line and test them one at a time starting with preferably a wired phone, but if only cordless phones are available, start with the main unit.

I’m not receiving some Long Distance Calls (Least Cost Routing):
This problem’s root is with the phone provider of the caller, not you, the person who should be receiving the call. Their company is routing the call too many times and it eventually gets dropped before arriving at your phone.

Call Waiting (Use and Deactivation):
* Call waiting alerts a person already on the phone that another call is coming in.

If, during your telephone conversation someone tries to call you, you will hear a “beep”. The calling party will not hear a busy signal.To put the existing call on hold and answer the incoming call, depress the receiver button for about half a second or use the flash key. To return to the first call, press and release the receiver button again. You can continue to switch calls by pressing and releasing the receiver button.If you wish to end your original conversation, hang up. Your telephone will ring and the second caller will be on the line.

Cancel Call Waiting can be activated before you make a call or while you are on a call. However you must cancel before a second call comes in. If you are on a call and call waiting is signalled, you can not cancel that call. The cancellation lasts for the duration of the call.

  1. To disable Call Waiting before placing a call: Listen for dial tone, press “*70” (rotary 1170-wait for 4 seconds). When dial tone is heard; dial the number you wish to complete.
  2. To disable Call Waiting during a call, press the receiver button for dial tone. Dial “*70”. You will hear 3 beeps tones. initial call can then resume with call waiting disabled for the duration of the call.
  3. Call Waiting automatically restores when call is completed. This feature is automatically included with Call Waiting service.NOTE: Dial Up users should disable call waiting in their dialup prompt to avoid frequent disconnection.

Service during a Power Outage: Fiber optic service requires electric power to operate. To avoid a disruption of phone service during a power outage, and to maintain the ability to connect to 911 emergency services, we at Amherst Communications provide a backup battery lasting up to 8 hours. In order to make a call during a power outage you must also have a land-line telephone in your home that does not require AC current.

Deaf & hard of hearing customers

The Wisconsin Relay System allows a text telephone user who may be deaf, hard-of-hearing or speech-impaired to call or be called by virtually anyone using a voice telephone. Calls may be placed 24 hours a day, 7 days a week. Calls are confidential. Visit their website at www.wisconsinrelay.com for more information.

ROBOCALLING SCAM CALLS

At Amherst Communications, we are very concerned about the number of suspected illegal and unwanted robocalls calls our customers receive and the potential harmful impact they can cause.

Everyday, scammers use the telephone to try and trick people out of money or obtain access to personal information. To help you and your family avoid becoming a victim of unwanted and potentially unlawful robocalls, we encourage all customers to read the FCC’s tips and tools to combat robocalls,

TV Troubleshooting

Click below to check out tutorial videos for your TV service

Program your Black Potenza Remote Controller : Click Here for directions.

Program your Grey & Black Titan Remote Controller : Click Here for directions.
The remote image in these directions is all black, however the directions do apply to our grey & black remote.

No Signal/No Input Error Message : Using our remote, press the TV mode key at the top of the remote, then the small Input button at the very bottom left of our remote. Or use your TV remote to cycle through the available devices connected, by hitting the Input button

Reboot your Set Top Box (STB): Many basic issues with TV service can be solved with a simple Reboot. This acts much like restarting your computer. So next time your TV is not responding properly, looks or sounds off, or is not responding to the remote, try this: Pull the power cord out of the back of our Set Top Box (it is a small black cord), wait 20 seconds and plug it back in. The reboot can take up to 10 minutes for your service to be back on.

Remote not working : Check batteries. Reboot box (directions above).

How to turn Closed Caption On & Off : Using our remote, press the TV mode key at the top of the remote, then the # button at the very bottom left of our remote, under the number 9 button. If this doesn’t work, you may need to use your TV remote, or look through the menu of your TV.

Email Troubleshooting

Email Setup Information

  • User name – This is your wi-net email address.
  • Incoming Server: IMAP, Name: mail.wi-net.com Incoming Port: 993
  • Outgoing Server: SMTP, Name: mail.wi-net.com Outgoing Port: 465
  • You will need to setup outbound authentication to send off network (username and password). It often will say that it is an optional setting but its not.

Incoming E-mail Settings:

Type: IMAP
Mail Server Name: mail.wi-net.com , mail.airstreamcomm.net
Port: 993
Authentication: Enabled
SSL: ON
Username: Full email address
Password: assigned email account password

Outgoing E-mail Settings:
Type: SMTP
Mail Server Name: mail.wi-net.com , mail.airstreamcomm.net
Port: 465
Authentication: Enabled
SSL: ON
Username: Full email address
Password: assigned email account password

Instructions for Specific Devices (offsite Links):

Updating email passwords in various programs (offsite link)

How to deal with Spam: Forward Spam Email to this Email address: spam@redcondor.com

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Keeping you connected is our top priority, which is why you can reach our technical support 24/7. Whether you want to set up our anti-virus software, check your internet speed, or are having issues with your service, our highly skilled agents can help and get you back to your projects and entertainment.