Support

Connection & Speed FAQ

Q: What should I check first if my internet service is not working?

A: The first step is to make sure that your device is in fact connected to the router itself either wirelessly or directly hardwired.  All devices are different, but in most cases this can be located in the network settings area of your device.  If in fact the device is not connected to the router, try and re-establish a connection and try browsing the internet.  If the device is connected to the router, the next step will be to power cycle the router by disconnecting the power cable and waiting roughly ten seconds before reconnecting it.  If the connection is still not working after these steps, please contact our office at 319-626-2211.

Q: How do I check the current download and upload speed I am receiving?

A: Please follow this link to our speed test website. This tool will provide you with a real time assessment of the service being provided to a hard-wired connection and to the router. If using this test wirelessly then speeds may vary depending on router function.

Q: Why is my internet running slow?

A: The first thing that should be looked at is if the other devices in the home are running slow also.  If they aren’t then there could be an issue within the single device itself that would need to be addressed with a computer technician.  If other devices are running slow please power cycle the router and see if that resolves the issue.  If the devices are still running slow after power cycling, please run a speed test to determine where the speed is at.

In some cases, wireless interference could be causing the issue with slow internet speeds.  Most routers primarily broadcast a 2.4 GHz frequency.  Within that frequency there are multiple channels that your router chooses to sit on.  If other routers within the area are using the same frequency it can cause a log jam within that certain channel.  The way to remedy this situation is to offset the channel within your router to a non-congested channel.  For further assistance with this please contact the manufacturer of the router.

In other cases, router location can also cause some wireless interference.  Depending on where your router is located, there can be certain obstacles that are causing the wireless frequency to loose strength within the residence.  Tin duct work within the home is the most common reason for poor wireless strength.  The best way to remedy this issue is to make sure your router is located in a centralized location within the home to ensure optimal wireless strength.

Another reason why the internet service may be running slowly is bandwidth usage within the home.  If there are multiple devices utilizing the service at the same time, and service is working slowly, there may not be enough bandwidth to supply the home.

If above all else you need assistance, please contact our office at 319-626-2211 and we can remotely check connections and South Slope equipment. If necessary, we can dispatch a technician.

Router FAQ

Q: Can out of date firmware cause issues with my router?

A: Yes, your router’s firmware is the operating system that is designed to run on your particular router.  Usually manufacturers release new firmware to either enhance certain features, or to resolve errors in previous versions.  In most cases, the manufacturer is releasing this new firmware to improve performance and resolve security issues.

Q: How do I upgrade the firmware on my specific router?

A: Not every router has the same process of upgrading firmware.  The easiest way to initiate the upgrade is to navigate to your router manufacturer’s website for in depth instructions on the process.  Most of the time there will be an easy step by step process to follow for completion.

Q: Is there a way to check for internet service without my router in place?

A: Yes, this process can be broken down into steps.

  1. You will need to make sure that you have a device that has an Ethernet capable connection.
  2. The next step will be to transport that specific device to where your router is located.
  3. Once you have done that, you will need to disconnect the Ethernet cable that is connected to the internet enabled port on the router. This port will look slightly different from the rest, sometimes labeled internet, modem, or WAN.
  4. After disconnecting this cable from the router, connect it to your Ethernet capable device.
  5. After this is complete, open an internet browser and you will directed to a South Slope authentication screen where you will need to enter the credentials provided to you during your installation.  This will then require you to restart your device.
  6. After the device restarts, you will then be able to access the internet service.
  7. If by chance the South Slope authentication page does not populate your screen, please restart the device and attempt to open a web browser again. If the authentication screen is still not populating please contact our business office at 319-626-2211

*If you would like to reconnect your router, please disconnect the Ethernet cable from your device and reconnect it to the internet port on your router.

Q: Why can’t I see my wireless network (SSID)?

A: There could be numerous reasons why you aren’t able to see your wireless network.  The most common reason is a software or hardware issue within the router itself.  Power cycling the router can sometimes resolve this issue.   If your router is personally owned and power cycling doesn’t resolve the issue, the manufacturer of the router will need to be contacted for further support.

Q: Should I use a wireless or wired connection?

A: While wireless networking is very convenient, there can be many issues that go along with a wireless connection.  A wired connection can give you the optimal connection you need without the worry of wireless interference.  If there is an ability to have a wired connection, always use this instead of wireless networking.

Q: Why won’t my printer connect to my wireless router?

A:  All printers are different.  Since South Slope does not specialize in printers, the best possible way to remedy this issue is to contact the manufacturer of the printer for further assistance.

Q: Does South Slope troubleshoot personally owned routers?

A: No, South Slope is only responsible for providing the internet service to the residence.  If you have a personally owned router it is your responsibility to maintain and troubleshoot issues related to the router.  If you subscribe to our Managed WIFI product then you have unlimited technical support with the router that was provided by South Slope.

Q: Can I move my router anywhere in my residence?

A: No, the router needs to be connected to the internet coming into the home using a dedicated Ethernet connection and there may be only one or two areas in the home where that is. If you need to move your router or have additional Ethernet connections coming into your home, please contact our business office for details.

 

Email FAQ

Q: What should I do if I am having email issues?

A: For any email questions or issues please contact us at 319-626-2211.

Miscellaneous FAQ

Q: Do you have data usage limits for the internet service you provide?

A: No, South Slope does not limit data usage of the internet service.

Q: How do I check the current download and upload speed I am receiving?

A:  Please follow this link to our speed test website. This tool will provide you with a real time assessment of the service being provided to a hard-wired connection and to the router. If using this test wirelessly then speeds may vary depending on router function.

Q: Will I be provided a static or dynamic IP address?

A: We provide a dynamic IP address to each customer.  If you have a need for a static connection please contact our business office at 319-626-2211.

Q: Do I have a shared connection with my neighbors?

Single family homes do not have a shared connection. You have a dedicated service line to your residence so you will not have any issues during peak times.

Q: Should I use a wireless or wired connection?

A: While wireless networking is very convenient, there can be many issues that go along with a wireless connection.  A wired connection can give you the optimal connection you need without the worry of wireless interference.  If there is an ability to have a wired connection, always use this instead of wireless networking.

Q: Why won’t my printer connect to my wireless router?

A:  All printers are different.  Since South Slope does not specialize in printers, the best possible way to remedy this issue is to contact the manufacturer of the printer for further assistance.

 

 

Internet Policies

South Slope offers Internet plans that range in speeds from 10 Mbps Download / 1 Mbps Upload up to 1,000 Mbps Download / 100 Mbps Upload. Plans not available in all areas. Speeds may vary. Taxes, fees, and some restrictions apply. South Slope provides high-speed Internet services to all customers via fiber optic or copper cable, as determined by your location.

Remote Support

South Slope Technical Support is able to offer remote services to analyze and resolve computer and network problems remotely. There are several ways that our technicians can connect with you. Our remote support tool supports Windows, macOS, iOS, and Android operating systems.

To get started, click the button below and complete the online form.

Remote Support
Remote Guides

Select your remote guide based on the photos below. Please note, the URC 4 remote comes in silver as well.

Standard
URC4
Nova

Troubleshooting

If you are having problems with your South Slope Television service, follow these helpful hints. If the issue continues, please call us at 319-626-2211.

  1. Reboot the set top box by removing the black cord located on the back of the box ensuring that the device powers off, and plug it back in. This could take a couple minutes for the box to load (You will see the Entone logo on your screen).
  2. Check the cables at the set top box and wall connection.
  3. Verify that the television is on the proper input. This can be done by pressing the TV input, or input button on the remote and then selecting the correct input that is associated with your set top box.
  4. Reboot the Comtrend modem, Actiontec, or Air Sonic devices if they are present.  These devices will most likely be near the set top box.  In some cases you will not have these devices present.
  5. If your home is supplied with South Slope fiber optic cable, check the cyber power device, often times mounted on a wall in a utility closet, basement or garage. The system status or AC lights on the device should be green. If the AC light is yellow, check the GFI outlet. The cyber power unit is white in color that will be mounted on a wall either in the utility, basement, or garage area.  In rare cases the cyber power device will be located outside on the side of home.
  6. If you are unable to resolve the issue with these steps, please call South Slope at 319-626-2211.

Troubleshooting Guide

Troubleshooting Guides are available for our black/silver and silver remotes (see photo within to determine which remote you have). This guide includes resolutions for common set top box, remote, and battery issues.

Parental Controls
  1. Push the “menu” button and go to the “settings” selection.
  2. Enter your pin number and select “ok.”
  3. The settings page is displayed.
  4. Under “main preferences” page check the “parental control” box.
  5. Select “users button” under the settings page.
  6. Select the “parental control” button.

You are now in the parental controls screen where parental controls are enabled per viewing choice by movie rating, TV rating, unlock time out, or block unrated.

Watch TV Everywhere

WatchTVEverywhere allows you to access a wide range of channels/networks from your computer or compatible smart device such as a tablet or phone. As a South Slope cable television subscriber this service is free of charge. Sign up or sign in at watchtveverywhere.com. The first time you sign up, you will need your South Slope account number. If you need additional assistance, click here for step by step instructions and links to our YouTube videos.

Digital Television Notices
Remote Support

South Slope Technical Support is able to offer remote services to analyze and resolve computer and network problems remotely. There are several ways that our technicians can connect with you. Our remote support tool supports Windows, macOS, iOS, and Android operating systems.

To get started, click the button below and complete the online form.

Remote Support
Choice Protection Plan
Entone Set Top Box

Contact South Slope at 319-626-2211 to notify us that you are ending your service. We will then let you know which pieces of equipment need to be returned.

Port Switch

Modem

Gigacenter Wireless Router

In addition to returning the Gigacenter Router (below), you also need to return either the base stand (shown below at the bottom of the router) or the wall mount.

Coax Adapter

Wifi Extender

Billing Support

South Slope offers convenient ways to pay your bill and to stay connected! Below are several of the bill pay options available today:

SmartHub: An easy and secure way to view your bill, sign up for Paperless Billing, set up automatic payment, and much more. To access SmartHub from the web, visit southslope.smarthub.coop. Have your account and Social Security numbers ready.

SmartHub App: A fast, convenient way to check your account from your smartphone or tablet when you are on the go! Download the SmartHub app from the Apple App Store or Android Store on Google Play.

Automatic Payment: A worry-free way to ensure your bill is paid on time each month. Automatic payment is a free option that allows you to authorize payment of your bill directly from a credit card, checking account, or select savings accounts on the 10th of each month. Visit SmartHub or contact us at 319-626-2211 to sign up.

Paperless Billing: An eco-friendly option that helps save paper and our environment! Sign up for Paperless Billing through the SmartHub website or app.

  1. Click on ‘My Profile’
  2. Click ‘Update my Paperless Settings’
  3. Turn the setting to ‘ON’

SecurePay: An automated and secure pay-by-phone option that will walk you through the bill payment process. Pay over the phone for no additional fee via SecurePay by dialing 1-888-480-9705. For more information, click here.

Pay by Mail: Each month, your bill is mailed to you with a prepaid return envelope. If the return envelope is unavailable, mail your payment to:

South Slope Cooperative Communications
PO Box 19
North Liberty, IA 52317

Pay in Person: Please present the return portion of your bill to ensure the payment is accurately applied, without delay. You may pay your bill at our business office, located at 980 North Front Street in North Liberty. Our office hours are Monday-Friday 8:00am – 4:30pm.  After hours payments may be placed in our drop box located in our drive through.

Universal Service Fee: The Universal Service Fee was created by the Federal Communications Commission (FCC). Money collected through the fee by South Slope is contributed to the Universal Service Fund and the amount that must be collected is set by the FCC. The FCC changes both the USF percentage and the base rate which dictates whether your fee goes up or down. The fund helps schools, libraries, rural health care providers, and telephone companies that operate in high cost areas. The FCC and USAC websites have additional information. Please contact us at 319-626-2211 for the current rate.

Please make your payment upon receipt of your bill. Any amount owed after the due date (20th of the month) will be assessed a 1.5% late payment charge. We accept Visa, MasterCard & Discover. Contact the office for details. Please see SecurePay information above if you are interested in paying by phone.

 

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