Important Information for Internet Customers

Viola Home Telephone provides this guidance to help customers better understand internet performance and ensure accurate speed test results.

With newer 250/250, 500/500, and 1000/1000 meg fiber internet packages, many existing low- and mid-priced routers may not be capable of handling the full wireless speeds of these updated services. In many cases, routers may deliver only 30–35 Mbps over wireless connections, even though the service itself provides higher speeds.

However, wired connections typically do support these higher speeds. For the most accurate results, customers should run speed tests on a wired device, as this better reflects the actual speed delivered.

Viola Home Telephone guarantees speeds delivered to the company’s equipment located at the customer’s house.

Tips for Accurate Speed Testing

  • Perform speed tests using a wired connection whenever possible
  • Be aware that older routers may limit wireless performance
  • Compare wireless results with wired results for accuracy
  • Contact Viola Home Telephone if you have questions about your results

Additional Internet Troubleshooting Tips

If you're experiencing internet connectivity issues, there are a few simple troubleshooting steps you can try before contacting support.

Router Setup Help

If you need to set up your router, YouTube is now your best friend.
We suggest you search your new best friend for a video about setting up your router.
TPLink is the brand that we sell and often suggest for people. The four models we have sold are: BE3600, AX1800, AC1750, or AC1200. This should be on the front of your router unless someone scratched it of because they had too much time on their hands, in that case you can also find it on the bottom of the router.

Try Power Cycling Your Router

Have you tried power cycling your router? This is the first thing we suggest, because it is easy and everyone can do it! So find your router and unplug it from the outlet, see it is easy. Count to 10 and plug it back in! Now go get yourself a snack (make it a good one) this will give the system time to reboot, then try your internet again.

Check Router Connections

Is the power plug on your router connected?
Is the CAT5 cord (big thick yellow cord) plugged in to the router, and is it in the correct spot? Are you thinking how do I know which is the correct spot? That is good, as long, as you are not saying that out loud. Do not panic, on the back of the router look for the Blue plug in, that has a label under it that says Internet.

Check Your Battery Backup (Viola Customers)

It is a little black box found close to your router, or maybe down in the deep dark bowls of your basement.
Does the battery backup have a green light for system status? That is good, then your battery backup is good.
Is the DC light on the battery backup green along with the system status? If so, there is no power to your battery backup. Check your plug or outlet. Is there a tripped circuit?
Is the Battery light on the battery backup RED - your battery backup is dead.
Is your Battery backup chirping at you like an annoying bird? Contact us, we can help!