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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.

The National Do Not Call List (DNCL) gives you a choice about whether to receive telemarketing calls. The National DNCL Rules introduce new responsibilities for Canada’s telemarketers. 

Call 1-866-580-DNCL(3625) or visit https://www.lnnte-dncl.gc.ca/insnum-regnum-fra

  • Enter the residential, wireless, fax or VoIP telephone number you wish to register in the space below. You can repeat this process for all of your telephone numbers.
  • Check for errors.
  • Click Continue.

The Flash Phone Adapter requires a wired Ethernet connection to your router.  Wi-Fi connectivity is not an option.  

Flash recommends connecting a cordless phone system to your phone adapter to enable your phone service throughout your home. You can then place additional cordless handsets throughout your house without making any wiring changes. For most Flash Home Phone customers, this is the preferred solution.

If you are comfortable with making wiring changes yourself, you may refer to the VoIP Wiring Guide for additional instructions.  However, Flash does not support setup or provide technical assistance in the event your Flash Home Phone does not work once you have completed wiring of your Phone Adapter through your phone jacks. Modifications to your home wiring are done at your sole discretion.

If your alarm system requires connection to a traditional (wired) telephone line, then your Flash Home Phone would not accommodate your alarm system.  However, many alarm system companies have digital phone line options.  Please consult your alarm system provider. 

Faxing was originally developed to work over the traditional wired telephone network. While Flash has upgraded its VoIP network to enable faxing, faxes may not always complete due to a number of reasons.  Some of these reasons include fax machine settings and the quality of the network connection. For these reasons, fax is available as a “best effort service.” 

If you are not able to send or receive a fax, please follow the following simple instructions:

  1. Verify your Internet service is working by confirming connection to a website like Google (ideally you should have a direct wired connection to your modem or router).
  2. Make sure the Phone Adapter is installed correctly and that you are able to place and receive calls.  (See the installation guide for your model Phone Adapter.)
  3. Refer to your fax machine user manual, if needed, to disable ECM mode and set the transmission speed to a 9600 baud rate.
  4. Once those changes have been made, connect the fax machine to your Phone Adapter and retry the failed fax with the new settings.
  5. If you are still unable to place/receive faxes, contact Technical Support for some assistance.

Flash Home Phone Service with Phone Adapter requires the following:

  1. A wired high-speed Internet connection with a minimum available download and upload speed of 128 kbps.
  2. A router to enable connection to the Internet.
  3. A connection to a power source.
  4. A cordless or corded telephone (to place/receive calls).
 That's it!  Now you can place and receive calls just like traditional phone service, but now through your Internet!

Your Flash Phone Adapter is configured for most residential network environments.  However, routers and firewalls may affect the device's ability to access the Internet.  Without Internet and power, the Flash Phone Adapter will not operate to place and receive calls.  

Here are a few simple steps to ensure your Flash Phone Adapter is installed correctly:

  1. Follow the installation guide for your Phone Adapter. (Locate the Quick Installation Guide for your model Phone Adapter.)
  2. Ensure your Phone Adapter is connected to your router through a wired Ethernet connection.  (There is no wireless option for your adapter.)
  3. Confirm the AC adapter for your Phone Adapter is connected to a power outlet.
  4. Once connected properly, wait 5-10 minutes for the initial registration to take place (if this is your first time connecting your Phone Adapter).
  5. Confirm the phone line LED is lit solid green.
  6. Connect to your home phone and listen for dial tone.
  7. Check your Internet speed.  We recommend www.speedtest.net.  While the Flash Phone Adapter requires little upload speed (128k), bandwidth issues may impact your adapter.  Be sure you have an optimal Internet connection and speed.  

If you are still not able to place and/or receive calls, please contact your Flash Support team.  

What are the requirements for Flash Home Phone Service with Phone Adapter?

Flash Home Phone Service with Phone Adapter requires the following:

  1. A wired high-speed Internet connection with a minimum available download and upload speed of 128 kbps.
  2. A router to enable connection to the Internet.
  3. A connection to a power source.
  4. A cordless or corded telephone (to place/receive calls).
 That's it!  Now you can place and receive calls just like traditional phone service, but now through your Internet!