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It is critical to have a stable and sufficiently fast internet connection when teaching, learning, and working off-campus. This page provides resources on how to know what internet speeds you need, how to get improved service from your existing internet service provider, and alternative ways to get connected to the internet, like mobile hotspots.

If you are a teaching Faculty and don't have access to an adequate internet connection at home, allowed to use your office here at Biola while video conferencing with students.

Please note that many special internet offers have limited timeframes. Please see the internet service provider's website for more information on when these special offers begin and end.

 How to Improve Your Internet Connection
 Step 1: Identify What Internet Speed You Need
StepWhat to do
1Go to the following FCC website: FCC Household Broadband Guide
2

Identify the FCC's rough guideline on defining what type of service you need (Basic, Medium, Medium/Advanced or Advanced).

  1. Identify how many devices are typically actively accessing the internet.
  2. Identify the level of internet activity your devices are using (Light, Moderate or High Usage).
  3. Your service need is where the two intersect on the FCC's chart.
3Review the internet speed (mbps) the FCC recommends as a rough guideline for your unique need.
 Step 2: Identify What Internet Speed You're Paying For

Contact your Internet Service Provider or log in to your online service portal to confirm what they believe the internet speed your current plan should be providing you.

Service ProviderContact Page
AT&Thttps://www.att.com/support/contact-us/
Charter (Spectrum)https://www.spectrum.net/contact-us/
Comcast (Xfinity)https://www.xfinity.com/support/contact-us
Sprinthttps://www.sprint.com/en/support/contact-us.html
T-Mobilehttps://www.t-mobile.com/contact-us
Verizon Frontier FIOShttps://go.frontier.com/contact-us
Verizon Wirelesshttps://www.verizonwireless.com/support/contact-us/
 Step 3: Identify What Internet Speed You're Actually Getting
StepWhat to doHow to do it
1

Connect your device to your modem/router using an ethernet cable.

Note: If you're unable to connect to the modem/router directly, connect to it wirelessly and stand as close to the modem/router as possible.


2Visit a trusted online speed test website.
3

Run the speed test and note the following:

  • mbps Download Speed
  • mbps Upload Speed
  • Ping or Latency (ms)

4

Run the speed test on multiple devices (if possible).

Note: This can help determine if the issue may be with your internet hardware or the device you're using.


5

If you were able to plug in to your modem/router, unplug your device, connect to it wirelessly (if possible) and run the speed test again.

Note: This can help determine if the issue may be due to the way the wireless internet signal is being transmitted in your work space.


 Step 4: Perform Basic Troubleshooting
StepWhat to doHow to do it
1Restart your internet modem/router.
  1. Unplug the power cable from your internet modem/router.
  2. Wait 30 seconds.
  3. Plug the power cable into your internet modem/router.
  4. Wait 10 minutes for the modem/router to fully turn back on and reconnect to the internet.
  5. Try to replicate the internet issue.
2Forget the network you are connecting to on your device and reconnect to it.
  1. How to Forget a Network on a Computer
  2. Reconnect to your desired network.
  3. Try to replicate the internet issue.
3Disconnect as many devices from the network as possible to see if the number of connected devices is affecting your internet performance.
  1. How to Forget a Network on a Computer
  2. Try to replicate the internet issue.
 Step 5: Determine the Cause of Your Home's Internet Issues

The following assessments assume the results were consistent when testing your internet with multiple devices. If the internet works well on all except your one device, the issue may be device-related and not network. Contact Biola Tech Support and the Helpdesk may be able to troubleshoot your computer/mobile-device. Please see the Biola Tech Support page for the IT Helpdesk's hours of operation and contact methods.

Results from Steps 1 - 3

AssessmentWhat to do

Your internet works well when connected with an ethernet cable, but not wirelessly.

or

Your wireless internet connection works well at the modem/router, but not further away.

Your network hardware might be faulty.

Contact your internet service provider and let them know the following:

  • What you are trying to do that requires the use of your home internet.
  • Describe the internet issues you're experiencing.
  • What you've done to troubleshoot the issue.
  • What information you've gathered.
Your network configuration may not be configured properly for your home.
Your network hardware may not be sufficient to reach your workspace.
Other nearby devices (e.g. microwave, fish tank, other wireless devices, etc.) may be interfering with your wireless internet signal.
Your internet needs are greater than the plan you're presently paying for.Your plan is meeting your needs and you need to upgrade/change your internet plan.

Contact your internet service provider to see what plans or offers they may available in your area that meet your needs.

Note: If you haven't modified your internet plan in a while, current internet offers may allow you to increase your speed at little to no additional cost.

Your internet plan meets your needs, but you aren't getting the speeds you're paying for in real life.

There may be an internet outage or degraded service in your area or you may have faulty internet hardware from your service provider.


Contact your internet service provider to see if there is a service outage in your area or if they might be able to troubleshoot your home internet hardware.

Your internet plan meets your needs and your device says you're getting these speeds in real life.Your device may be faulty.

Contact Biola Tech Support and the Helpdesk may be able to troubleshoot your computer/mobile-device.

Please see the Biola Tech Support page for the IT Helpdesk's hours of operation and contact methods.

The software you are using may be faulty or the software service provider may be experiencing a service outage or service degradation.

Contact Biola Tech Support and the Helpdesk may be able to troubleshoot the software you are using.

Please see the Biola Tech Support page for the IT Helpdesk's hours of operation and contact methods.

Important Internet Speed Note:

Although most internet speed issues can be caused by poor internet download speeds, when video-conferencing online it is important to note your internet upload speed and ensure it meets the video-conferencing software's suggested requirements.

 How to Get an Internet Connection
 Step 1: Identify What Internet Speed You Need
StepWhat to do
1Go to the following FCC website: FCC Household Broadband Guide
2

Identify the FCC's rough guideline on defining what type of service you need (Basic, Medium, Medium/Advanced or Advanced).

  1. Identify how many devices are typically actively accessing the internet.
  2. Identify the level of internet activity your devices are using (Light, Moderate or High Usage).
  3. Your service need is where the two intersect on the FCC's chart.
3Review the internet speed (mbps) the FCC recommends as a rough guideline for your unique need.
 Step 2: Identify Service Providers in Your Area
StepWhat to do
1Go to the following local service provider search website: Find local internet service providers in your area
2Type your zip code in the search field and click the search button.
3Click the "Edit Location" button and type in your full address and search.
 Step 3: Review Special Internet Offers
 Comcast (Xfinity) Internet Offers
Who is this offer for?OfferWebsite Link
New customer low-income familiesComcast is offering a 25 mpbs internet service for $9.95 a month to low-income families in their service area.https://corporate.comcast.com/press/releases/internet-essentials-low-income-broadband-coronavirus-pandemic
Eligible University StudentsComcast is offering eligible University students a prepaid VISA card to pay for two months of Xfinity WiFi internet service with no up-front fees or installation costs if Comcast is available in their service area.http://www.xfinity.com/student
EveryoneComcast has wireless internet hotspots available across the United States at various public locations that users would typically have to pay to access. During the COVID 19 crisis, Comcast is making these internet hotspots free to access and use to the public.

How to locate and use Comcast's public WiFi hotspots.

For more information, please see Comcast's free Xfinity WiFi hotspot announcement for this service.

Current Comcast Data Plan CustomersComcast is pausing all data plans during the COVID 19 crisis and giving all customers unlimited data for free.https://corporate.comcast.com/press/releases/covid-19#data
 Charter (Spectrum) Internet Offers
Who is this offer for?OfferWebsite Link
New customers that are a K-12 or college student householdCharter is offering internet services to new customer households with K-12 or college students for 60 days.https://corporate.charter.com/newsroom/charter-to-offer-free-access-to-spectrum-broadband-and-wifi-for-60-days-for-new-K12-and-college-student-households-and-more
Low income familiesCharter offers free internet to qualifying households in their service areas.https://www.spectrum.com/browse/content/spectrum-internet-assist
EveryoneCharter has wireless internet hotspots available across the United States at various public locations that users would typically have to pay to access. During the COVID 19 crisis, Charter is making these internet hotspots free to access and use to the public.

How to locate and use Charter's public Spectrum WiFi hotspot.

For more information, please see Charter's free Spectrum WiFi hotspot announcement for this service.

 AT&T Internet Offers
Who is this offer for?OfferWebsite Link
EveryoneAT&T has wireless internet hotspots available across the United States at various public locations that users would typically have to pay to access. During the COVID 19 crisis, AT&T is making these internet hotspots free to access and use to the public.
  1. For more information on how to find and use an AT&T public hotspot, please see AT&T's hotspot website.


For more information about this offer, please see AT&T's free public WiFi hotspot announcement.

Low income familiesAT&T is offering internet access to low income families in their service areas for $10 a month.https://about.att.com/pages/COVID-19.html#consumers
All AT&T home internet customersAT&T is giving all AT&T home internet customers the ability to use unlimited data at no additional cost.https://about.att.com/pages/COVID-19.html#consumers
All AT&T mobile hotspot customersAT&T is increasing all AT&T mobile hotspot customers' data plans by 15 GB a month.https://about.att.com/story/2020/att_expands_online_support_covid_19.html
 Sprint Internet Offers
Who is this offer for?OfferWebsite Link
Current Sprint customersSprint is offering current Sprint customers with a metered data plan with access to unlimited data for 60 days.

https://newsroom.sprint.com/covid-19-updates-sprint-responds.htm

Current Sprint customersSprint is giving customers with phone capable of sending a wireless internet hotspot signal 25 GB of free hotspot internet each month for 60 days.https://newsroom.sprint.com/covid-19-updates-sprint-responds.htm
 T-Mobile Internet Offers
Who is this offer for?OfferWebsite Link
All T-Mobile customersT-Mobile is giving unlimited data to customers with older data plans without unlimited data for 60 days.

https://www.t-mobile.com/news/t-mobile-update-on-covid-19-response

All T-Mobile customersT-Mobile is giving customers with data plans that include mobile internet hotspot 10 GB of free hotspot internet each month for 60 days.https://www.t-mobile.com/news/t-mobile-update-on-covid-19-response
Low income familiesT-Mobile is giving an additional 5 GB of data low income family customers that are enrolled in the Lifeline discount program (a government assistance program).https://www.t-mobile.com/news/t-mobile-update-on-covid-19-response
 Verizon Wireless Internet Offers
Who is this offer for?OfferWebsite Link
Verizon data plan customersVerizon is adding 15 GB of data to most data plans free of charge that can be used (at the time of this writing) until 4/30/20.

https://www.verizonwireless.com/support/covid-19-faqs/

Low income familiesVerizon is waiving the service fees as well as boosting performance on internet and voice calling for low income families that qualify for or are enrolled in the Lifeline discount program (a government assistance program).

For more information about the offer, please see Verizon's response to COVID 19 for Lifeline customers webpage.

Note:

  • If you do not see your local internet service provider, give them a call and ask if they have any special internet service offers for low income families, students or temporarily available due to the COVID 19 crisis.
  • Depending on how much data you might use, enabling a mobile hotspot service on your smart phone might be more affordable than committing to a home internet service. Please contact your mobile service provider to find out what mobile hotspot service would fit your needs and how much it would cost.
 Step 4: Contact a Service Internet Provider
StepWhat to doHow to do it
1

Contact a service provider in available in your area.

Note: If you didn't see any special offers listed in step 3 for the service providers in your area, call them to confirm.


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