Common Connection Questions
I'm having internet connection problems. How do I reset my modem?
To reset your modem, unplug the power for at least 30 seconds. If the modem cannot establish the connection within a few minutes after resetting, call our technical support department at 1-888-222-5314 for help. If you are using a router in addition to the modem, please see our instructions for resetting both pieces of equipment.
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What kind of security software does Wave Broadband use?
Wave Broadband uses network security software to ensure the stability of our network. We do not currently offer software for consumer home computers. In order to have a safe connection to the internet, you will want to make sure that you keep your anti-virus and anti-spyware software up-to-date, and that any firewall software you use is configured properly. If you need assistance with your security software, you will want to contact the company that provided the software.
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Does Wave offer dial-up service for customers to use when traveling?
No. As a cable company, we do not have any dial-up internet options to provide. However, you can access your WBCable.net email away from home through Webmail.
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I cannot connect to a service I want to use. Are you blocking any ports?
Wave Broadband blocks very few ports, but the blocks we do have in place are necessary for maintaining the security of our network. The blocked ports are:
- Ports 135-139, NetBIOS ports used by ping, traceroute and denial-of-service attacks
- Port 445, MS-SQL port used by Slammer worm
- Port 593, RPC port used by several worms
- Port 1900, Universal Plug'N'Play port used to access other UPNP devices on internet
- Port 4444, RPC port used by Blaster worm
If you encounter a problem connecting to any other port over our network, this can be caused by a firewall running on your computer, or in the hardware between your computer and our network. You will want to check the settings of any firewall software running on your computer, and if you are using a router to connect to your modem, the settings on the router's firewall.
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I want to get my internet speed closer to the optimum speed for my service level. Is there anything I can do to improve my internet connection's performance?
Yes, there are a number of ways to improve the performance of your internet connection, and to isolate the cause of any possible speed issues.
First, you will want to remove any home networking devices that may be slowing down your connection. Disconnect the power to your cable modem, and make sure the ethernet cable is running directly from the modem to your computer. If you are using USB to connect your computer, it is possible to receive the correct speed but have your computer unable to properly access that speed.
Once the modem has gone without power at least thirty seconds, restore power to your cable modem, and establish a new connection to the internet. Please note that if you are connecting to the internet using a third-party Voice over IP service, it may not be possible to receive the correct speed whether or not you are using the VoIP phone at the time.
Next, make sure all other software that uses the internet is disabled. You will need to shut down any file-sharing, email, messenger, and private networking software, as well as anything else which could be using your internet connection in the background. In all supported versions of Windows, a system tray located next to the time will show small icons of programs running in the background. Any internet programs running in the system tray should be disabled before running a speed test.
Most performance issues can be addressed simply by shutting down background internet programs and bypassing additional network equipment.
In order to test your speed, there are a number of testing websites available on the internet, with varying levels of reliability. If you wish to use these test sites, you will want to pick servers located as close to you as possible, and test from multiple servers to compare results. Also be aware that internet connections may delay or lag to greater or lesser degrees at different times of the day, and from one day to another. This is part of how the internet works, and is not specific to cable internet, and will occur on any internet connection.
To eliminate the inconsistencies possible from internet speed tests, Wave Broadband has a speed test that is useful to test your connection within our network, as compared with a connection to a server outside our network. To run this speed test, you will first need to access a command line on your computer:
- In Windows98 or WindowsME, go to Start, select Run, and enter command as the program you wish to open.
- In Windows2000 or WindowsXP, go to Start, select Run, and enter cmd as the program you wish to open.
- In Macintosh OSX, go to your Applications folder, open the Utilities folder, and double-click on Terminal.
At the command line (it does not matter what prompt is before the flashing cursor), type:
ftp home.wbcable.net
On the next line, you will have a new prompt, and need to type:
User (mail.wbcable.net:(none)): speed-test
You will receive another prompt, but be aware that the password will be hidden as you type. It will not show up as stars, dots or spaces, and the cursor will not move:
Password: speed
Once you log in successfully, you will be able to test your download and upload speed with either of two files created for this test. First you can check your download speed with either file:
ftp> get file1
ftp> get file2
Once you have downloaded one of these files, you can then test your upload speed with the file you have uploaded:
ftp> put file1
ftp> put file2
When you run the FTP speed test, please be aware that the speed listed will be in KBytes/sec, which is not the same as kbps (kilobits per second), the measurement used for internet line speed. In order to determine the result of the speed test, multiple the result in KBytes/sec by 8 for kbps. For example, if you download file1 at exactly 6 mbps (6144 kbps), you would see:
ftp: 1048576 bytes received in 1.33Seconds 768.00KBytes/sec
768 KBytes/sec x 8 = 6144 kbps
Typical variations in line speed can produce speed tests indicating that your connection is running at 80-90% your maximum speed. This can be the case with both web-based speed tests and our FTP speed test. However, if you consistently receive poor performance, we can schedule to have a technician examine the connection in your home.
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Still have questions? Please contact us at 1-888-222-5314.
