Frequently Asked Questions
Questions regarding telephone and internet service are very common, in order to better serve our current and future clients, we’ve compiled a list of the most frequently asked questions and provided answers.
Internet Service Questions
This depends upon the number of devices you have connected and the types of activities your users are involved in, such as gaming or video streaming, as well as the number of users. Many people think that the only device connected to the internet is their iPad, but they forget about other connected devices like security systems including Ring doorbells, Smart HVAC controllers (Nest, etc.), smart-fridges, Roku / Firestick streaming devices, Apple TV / Smart TV, PS5 / Xbox / Nintendo game systems, DVD players, laptops, desktops, smart watches, smart phones, garage doors, door locks, even the vehicles we drive, as well as Amazon Echo to name a few.
While having the fastest internet speed can improve your overall experience, it does not guarantee a flawless or uninterrupted connection at all times. For the most consistent speeds, connect your device directly to the ONT (Optical Network Terminal) using an ethernet cable. Wireless connections, such as those using Wi-Fi 6 or Wi-Fi 7, can achieve high speeds but are more susceptible to interference from other devices, walls, and building materials, which can affect performance.
Our Gigabit internet service offers strong performance, but we cannot guarantee specific download speeds, as factors outside our control—like heavy traffic on popular websites—can impact your experience. For example, during major events like the Super Bowl, millions of users accessing the same content at once can slow down speeds for everyone.
In general, higher speeds provide advantages such as faster downloads and the ability to support more devices simultaneously. However, your experience also depends on how internet traffic is managed across the broader network and the conditions within your home.
There are several reasons why your internet may be slow. A weak connection between your device and the router is a common cause. Sometimes, the issue can be as simple as the ONT (Optical Network Terminal) / router needing a reboot. The ONT can be rebooted by unplugging the device from the wall and plugging it back in. If your device signal is weak in certain areas of your home, installing a mesh extender can help extend your network and improve connectivity.
There are several reasons why your internet connection may keep dropping. As technology advances, older devices can sometimes have trouble connecting to newer network protocols. Additionally, if your Wi-Fi signal is weak in certain areas of your home, installing a mesh extender can help extend and strengthen your network coverage.
Wi-Fi coverage can be affected by several factors, including the distance from your router, interference from other devices using the same radio frequencies (such as your neighbor’s router or household electronics), and the building’s construction materials (like brick walls or metal roofs).
To check your signal strength, use the Command IQ app to see if your device is receiving a strong connection from the router. If the signal is weak, we recommend installing a mesh extender, which is a device that may be self-installed by plugging the device into an outlet between your router and the area where you need better coverage. For outdoor areas, such as by the pool, outdoor-specific mesh extenders are available—just contact our office for assistance.
A mesh extender is a more advanced version of a Wi-Fi extender. It works especially well in larger homes or offices by providing consistent coverage throughout the space. Mesh extenders allow devices to move seamlessly between the router and different extenders, creating a reliable and integrated in-home network.
The meaning of the lights on your device depends on its color and behavior:
If the “Service” light is off, or if your router’s single light is blinking red, the best way to quickly restore your connection is to unplug the device’s power and plug it back in. Do not push the red reset button as this will alter the configuration of the device and require staff assistance which may only occur during normal business hours.
If the light is yellow or amber and blinking, the device is updating and preparing to reboot. In this case, please be patient and do not unplug the device, as doing so could cause a fault that may permanently damage it.
If you lose your internet connection, follow these steps:
Check your service status using the Command-IQ app on your cell phone.
If the app shows your network as “Disconnected,” continue troubleshooting.
If it shows “Connected,” try restarting the affected device or check with the app provider (like Netflix, Hulu, Steam, etc.) to see if there are any known service issues.
Open the Smart Hub app to check for any outstanding bills.
If your service was disconnected due to non-payment, make a mobile payment to restore service.
Fiber customers will have service restored automatically after payment. Wireless customers may need to wait until office staff manually restore service, which usually happens the next business day if payment is made after hours.
Contact Comcell’s 24×7 Helpdesk at (940) 423-2525 or +1 (800) 794-6407 for assistance.
The Helpdesk is available 24/7/365 to help troubleshoot your issue, check service status, and escalate if remote support isn’t enough.
Power cycle your device if needed.
Occasionally, electronics may need to be unplugged and plugged back in to re-establish a connection.
The ONLY approved way to quickly reconnect to our network is to unplug the power cord from your Optical Network Terminal (ONT) and plug it back in.
Do NOT press the reset button, as this will restore factory settings and require remote staff to reprogram your device, which may only be possible during business hours.
Unless directed by support staff, only unplug and replug the power cord during troubleshooting.
Account and Internet Self-Management platforms & pricing
SmartHub is a free app that lets you log in to your Comcell Community account to view usage and billing, manage payments, report service issues, receive messages from our office, and add or cancel services.
To add SmartHub to your phone:
- Go to comcell.net.
- Tap the three bars at the top right, then select the “Resources” drop-down, and choose “Apps & Tools.”
- Select the SmartHub app for your device (Apple “App Store” for iPhone, “Get it on Google Play” for Android).
- Follow the installation steps and choose Comcell Community from the provider list.
If you have any issues, call our office or IT help line for assistance.
Alternatively, you can use a laptop or another device to visit the same website, where you’ll find a QR code for the SmartHub app. Scan the QR code with your phone’s camera to install the app directly.
Command IQ is a free app that helps you manage your internet service. With Command IQ, you can:
- Set network passwords for both primary users and guests
- Control which devices get priority on your network (for example, you can prioritize streaming to your TV over gaming)
- Set content controls to manage what can be accessed and when
- View all devices connected to your network, including their connection quality and data usage
- Set up security for every device, application, room, and family member
To install Command IQ:
- Visit Comcell.net on your cell phone.
- Tap the three bars at the top right, select the “Resources” drop-down, then choose “Apps & Tools.”
- Select the Calix Command IQ app for your device (Apple “App Store” for iPhone, “Get it on Google Play” for Android).
- Follow the installation instructions. If you need help, contact our office or IT help line.
The app is free for most customers. Some advanced features may only be included with gigabit plans; customers with lower speed plans may access these features for an additional cost.
Protect IQ is an affordable security app designed to safeguard your network from cyber threats, including viruses and ransomware. You can create a “Trust” list of safe websites, files, and devices, and set up intrusion protection to block and quarantine unauthorized access or unusual device behavior (using IPS protocol and Port Scan Defense).
This group of control features can be found within your Command IQ App, if included in your subscription levels, once you have downloaded Command IQ. If you lack access to these features, please contact our office to see how you might gain access.
You may contact our office (940.423.6201) for current pricing as well as discounts based upon your internet package.
Experience IQ is an affordable tool that helps you control and monitor online activities with features like content filtering and internet access schedules. You can set network restrictions for all devices on your network, including limits on online activity and content access for each user.
Key features include:
- Limiting internet browsing to Google Safe Search sites
- Restricting YouTube viewing, blocking DNS over HTTP, and blocking iCloud private relay
- Blocking specific content such as online gaming, social networks, shopping, comics, P2P file sharing, web ads, online video/audio, cloud storage, file downloads, internet portals, certain organizations, and VPN/proxy access
- Blocking sensitive content like pornography/nudity, gambling, drugs, illegal/criminal content, and violence on a per-user basis
- Setting time limits for each user, so you can pause internet access when their daily limit is reached or outside allowed hours (for example, 2:00 P.M. – 9:00 P.M.)
- For current pricing and available discounts based on your internet package, please contact our office at (940) 423-6201.
These features are available within the Command IQ app, depending on your subscription level. If you don’t see these options, contact our office to learn how you can gain access.
Streaming Video Service (Cord Cutting)
Streaming TV services let you watch live and recorded video content online from various providers. Some services are free, while others require a subscription or offer free basic options with paid upgrades. For the best experience, you should have at least 5 Mbps of internet speed per device that’s streaming. The quality depends on how many devices are connected and how much data they’re using. If your speed isn’t high enough, you may experience buffering, which interrupts viewing.
If I cancel my cable or satellite service for Streaming TV, how do I get local programming channels?
Many streaming providers include local channels in their paid packages. Alternatively, you can use a local antenna, which may provide 20+ free channels depending on your location and the antenna type. ClearStream antennas (Eclipse, 2Max, 4Max) are recommended.
Yes. Websites like https://www.mybundle.tv/ can help you find free streaming apps and compare options. Some TVs also have built-in free streaming applications.
Popular options include Hulu, Netflix, Fubo, YouTubeTV, Peacock, and many more. Each offers different programming and pricing.
Streaming works on Smart TVs or TVs connected to a streaming device (like Roku or Fire TV Stick). If your TV doesn’t support these, you may need to upgrade.
https://www.mybundle.tv/ lets you compare streaming solutions and local channel availability. It does not show antenna programming.
Not always. Some services are free, some offer free trials, and others may require a credit card for upgrades or purchases.
Most services allow you to cancel within the app’s account settings or online through their website. If you can’t find the option, you may need to contact the streaming service provider’s customer support.
Internet Safety and Controls
Use browsers like Google Chrome or Microsoft Edge, which help block unsafe sites and downloads. For extra protection, optional antivirus and anti-malware can be acquired from reputable third parties.
No. Fiber connections are dedicated to each customer and are not shared with neighbors.
Only if you don’t set a password on your router. Always use a password to protect your network from unauthorized access and potential security risks.
Use the Command IQ app (free for all customers). Open the app, go to the Network tab, select SSID, and set your preferred network name and password. After changing a password or SSID, all connected devices will lose their connection, and you must reconnect all devices to your Wi-Fi.
Use the Experience IQ feature in the Command IQ app (may have a monthly cost). You can block or allow specific content, applications, or websites for all users. Options include limiting browsing to Google Safe Search, restricting YouTube, blocking DNS over HTTP, and more. You can also block sensitive content and set time limits for internet use. Contact our office for pricing and discounts.
In Command IQ, select Experience IQ and choose the features you want to block for any or all users.
In Command IQ, select the Devices tab to view all devices currently connected to the network.
In Command IQ, go to Networks and add a guest network. Primary Networks are prioritized, therefore you should connect your devices to the Primary Network as the Guest Network may experience slower performance. You can also call our office for help.
In Command IQ, select Network, choose the guest network, and select remove. You can also contact our office for assistance.
In Command IQ, select Network and Guest SSID, then establish and share the password as prompted.
In Command IQ, use Protect IQ to disable access for specific devices or change the password to block all users. Our office can also help block guest access.
No, Comcell does not generally filter or block traffic. For details, review the “Broadband Internet Access Disclosure” policy on our website.
Disconnect the device from your network and take it to a local tech company for help.
Comcell will not request personal information via email or website unless you have requested a link for a specific service (like Command IQ or SmartHub).
Internet Generic Topics
The most accurate way is to use the Command IQ app to check your device’s speed to our network. In Command IQ, click Speed Test and then Test to run the speed test.
You can also use speedtest.net, but results may vary due to bottlenecks. For best accuracy, use an Ethernet cable to connect directly to your ONT.
Wi-Fi is basically the wireless signaling between your computer or smart devices and our Optical Network Terminal (ONT) and/or router which provides a wireless pathway to the internet. Wi-Fi continues to evolve to utilize the best possible frequency(ies) for wireless communications and the most common Wi-Fi routers currently within our network use the radio wave frequencies of 2.4 GHz, 5 GHz & 6 GHz. These more common Wi-Fi models are identified below, along with the frequency(ies) that they use.