GEt Support

Support Topics

In some instances, professional installation is required for High-Speed Internet Service.  You will be advised regarding the need for professional installation and select preferences for a technician date and time during the ordering process.   Expect the following where a professional installation is required:

  1. The technician is responsible for installing your Internet service, solely.  The technician will not handle the installation of any additional equipment or services.

  2. The technician will enable a single telephone jack for the Internet connection.  If you would like additional wiring performed in other areas throughout the home, please contact Customer Care to arrange for an additional site visit for the additional work. Additional charges will apply.

  3. In some areas, a technician will call prior to their arrival; however, you will be notified if this is applicable to you when you place your online order.  Otherwise, you will not receive a phone call prior to the technician's arrival.  Your installation date email will confirm the time and date of your appointment.  Please expect the technician to arrive within the committed time frame.

  4. The technician will ensure your Internet is operational prior to their exit.  If there are any issues with the Internet after the the technician has left the home, please contact Technical Support.

Make sure to test your wired speeds before troubleshooting your wireless connections.  Internet speeds will vary based on the connection type.  

  • While directly connected to your Internet modem (with an Ethernet cable), use your computer to go to the website:  speedtest.net
  • Select a "local server," or one should be set as a default based on your location.
  • Select "Go."
  • Your results will appear.  You should expect to see that your wired speed is close, if not exact, to the speed of the service for which your ordered.  
  • Once you have confirmed your wired speed is good, you can test your wireless speed as well.  Wireless speed tests may result in lower speed results. This depends on the router and/or modem being used.

If your wireless speed results are not as you expected, improve your wireless speed by following the steps below.

You can improve your wireless (Wi-Fi) connection by reducing interference, choosing optimal settings, location and knowing more about your environment.  Interference from other Wi-Fi networks is very common. Wi-Fi is an unlicensed band, which means other wireless networks are allowed to interfere with yours.

  1. Locate the best Wi-Fi channel.
  2. Take a look at other electronics within your home.  Other electronics can product electromagnetic interference that can slow down your Wi-Fi.  (Microwaves, cordless phones (2.4 GHz), cell phones, bluetooth devices, baby monitors, wireless speakers, etc.)
  3. Distance between the router and your device can slow down your Wi-Fi connection.  Make sure your modem is in a place that has access to circulating air and is away from anything that produces heat.  
  4. Find a place for your modem or router that's higher up, which will improve your coverage.
  5. Consider a Wi-Fi extender, or move your equipment closer together. 

 After checking the factors above, re-test your connection. If your results aren't what you're expecting, chat with technical support.

Although the light pattern may vary by modem, they are defined as follows for our most popular DSL modem (SmartRG):

  • LAN (blinking green if connected to computer)
  • Power (solid green)
  • DSL (solid green)
  • Internet (solid or blinking green)

A speed test will calculate your speed for both download and upload.  For an accurate speed test, directly connect your computer to your modem using an Ethernet cable (not via Wi-Fi).

  • Go to http://www.speedtest.net/.  Do not download or upload any files during the test. Disconnect VPN connections if there are any.
  • Your download and upload speed, including additional network information, will be shown.

If your Internet is not working, but the light status is normal, this can be because of the Internet connection routing, the Wi-Fi connection, or the device used to access the internet. 

Try the following steps:

  1. Restart the modem by unplugging it from the power source, waiting a few minutes then plugging it back in.
  2. Connect your computer directly to your Flash Internet modem.
  3. With the established wired connection to your computer, try to access the Internet
    • If the internet is working, the issue is related to the router.
    • If you are still unable to access the Internet, try connecting with another device, if possible.
  4. Access the command prompt window on your computer and enter the following commands (in the order shown below).   (If you are prompted to restart your computer during any of the commands, please do so.)
    • Type netsh winsock reset and press enter
    • Type netsh int ip reset and press enter
    • Type ipconfig / release and press enter
    • Type ipconfig / renew and press enter
    • Type ipconfig / flushdns and press enter
  5. If you still do not have Internet access, please contact Technical Support.

Although the light pattern may vary by modem, they are defined as follows for our most utlilized cable modem:

  • Power – Solid Green when device is powered on with no errors.
  • US (upstream) - Blinks when searching to sync with ISP. US will turn solid Green when the modem is in sync with the ISP.
  • DS (downstream) – Blinks when searching to sync with ISP. DS will turn solid Green when the modem is in sync with the ISP.
  • Online – Solid Green indicates the modem has internet connectivity.
  • Link – Blinking Green when a device connected via the Ethernet port is powered on.

During boot up, Power is solid for 35 secs; the DS will then blink for a minute; lastly, the US will blink for 15 secs before the modem goes into sync with the ISP. When the modem synchronizes, the US/DS and Online lights will remain solid. The Link light will blink indicating activity.

  1. Check to make sure that all cables are plugged in correctly.
  2. If so, simply unplug your computer (and/or router, where applicable) and your Internet modem.
  3. Wait one minute, then first, reconnect the power to your modem and turn on your computer. When modem “Internet” light (which varies by the model of the modem) is lit, try to connect to the Internet.

In most cases, a simple power cycle will restore your connection to the Internet.

Once your service is active with Flash, you have the option to log in to My Account to order a second line for an additional phone number within your home.  Simply follow the instructions below:

  1. Log in to My Account with your username and password.
  2. Select My Services (left menu).
  3. Select Service Add-Ons.
  4. From below the title Order New Service options, select either Order a New Service with a New Phone Number (Flash will provide you with a new phone number for your second line) or select Order New Service and Transfer Your Existing Home Phone Number (Flash will determine if your phone number can be transferred).
  5. Once either a new telephone number area is selected, or you enter your existing home phone number, you will be prompted to choose a new telephone adapter to accommodate your second line (that is if your original phone adapter only has a single phone port.)
  6. Follow the instructions to complete your request to add the second line.
  7. You will be advised that an email will be sent to provide you with activation instructions. 

Yes!  Moving your phone service with Flash is easy.  Simply follow the instructions below:

  1. Log in to My Account.
  2. Select Move my service(s).
  3. Select your Move Date.
  4. Enter your new address information.
  5. Complete the remaining steps and select Next.
  6. Submit your request.

Email communications will be sent to provide the status and completion of updating your 911 address.

Your Flash Phone Adapter requires Internet and power; therefore, you can simply plug it in at your new address (if you have an active Internet connection and power).  

Updating your service address associated with your Flash Home Phone number is important to ensure your 911 address remains current.  If you move and do not update your service address, your 911 location will be associated with your old address.  This will make your location inaccurate in the event of an emergency when you dial 911.  (You will be able to update your address, but not your phone number.)

A telephone number may be transferred to another carrier that provides traditional or digital phone service.  (The receiving provider would be responsible to initiate the request.) 

In order to successfully transfer your existing telephone number, your Flash Home Phone Service must be active.  Once Flash receives the transfer request directly from your new phone provider, Flash will automatically disconnect your service and apply any applicable disconnect fees.  This includes what is referred to as a "Port-Out Fee."  The fee may vary.  Consult Customer Care for details.

In most instances, Flash is able to transfer your existing telephone number. When you switch to Flash Home Phone Service, simply select the option ‘I want to transfer my existing phone number.’ You will be notified if your telephone number can be transferred.  If not, Flash can provide you with a new telephone number, if desired.  

During the transfer process, Flash will automatically assign you a temporary phone number, so you can begin to use your phone service right away! You can choose to keep your temporary phone number as a secondary line, convert it to a virtual number or disconnect the number once the transfer is complete.

Transfers may take up to 10 business days from the time you enter your request. The transfer cannot be stopped once process has started. Please note that if you have ordered Flash Home Phone Service bundled with Flash Internet, you should receive your Phone Adapter two days prior to the Internet installation date.

Click to download the rates by country for each Home Phone plan we offer:

NA Plan
EN | FR

World Plan
EN | FR

World Plan Plus
EN | FR

Visit shop.myflashservices.com for complete details on all the great local and international plans Flash Home Phone has to offer!

Yes! Flash Home Phone Service routes your incoming and outgoing voice right alongside the data being sent to or from your computer. Therefore, you can use your high-speed Internet connection for more than just web surfing. You can place and receive calls while you use your computer to access the Internet, as well as when your computer is off or not connected to the Internet. Flash uses advanced audio compression techniques to minimize the data traffic caused by calls and maximizes the bandwidth available for your other Internet traffic.