GEt Support

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Flash Home Phone requires a pre-authorized payment, through bank or credit/debit card withdrawal, on the same date each month.  You will be sent an email that confirms the payment amount withdrawn and advises you that your invoice is available to view online via My Account.  Simply log into My Account to view your usage, download a PDF copy of your invoice(s) and view payment history.

Flash Home Phone requires a pre-authorized payment withdrawal from a checking account or with a credit/debit card.  However, should you wish to make changes to your payment method, simply login to My Account and follow the steps below:


  1. Select My Payment Methods.
  2. Choose to enter a New Credit Card or enter your Bank Account Information.
  3. Select Continue.

Flash Services accepts VISA, MasterCard and American Express

Payment for your Flash Home Phone is withdrawn on the same date each month (known as your bill cycle date).  Flash will send you an Invoice Notification email for a successful or unsuccessful payment.  If payment fails, you should remit payment as soon as possible.  If not made by the 7th day, after initial payment failure notification, service will be suspended.  In the event your service is suspended, payment in full is required.  If your account remains unpaid, further collection activity will continue and your phone number will be subject to permanent disconnection.  If disconnection occurs, Flash will not be able to reactivate your phone number.

You may log in to My Account, at anytime, to process a payment.

For accounts set up with a recurring payment via a credit/debit card, there are no fees for declined transactions. However, declined transactions processed through a checking account (due to insufficient funds) will incur a $20 charge. There may be additional fees charged by your financial institution.  Late payment fees are also applicable and will be added to your past due charges.
We bill one month in advance to ensure services are prepaid prior to usage. In addition, on the first invoice, there will also be a pro-rated portion for service(s) that have activated prior to bill cycle assignment (which should only be for a few days).  Therefore, your first invoice will be higher than subsequent invoices.  After your first invoice, you can expect your Flash Home Phone Service to be approximately the same amount each month.
  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.

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.

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.

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.

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)

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.