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FAQs for You
- Troubleshooting & Support
- Check to make sure that all cables are plugged in correctly.
- If so, simply unplug your computer (and/or router, where applicable) and your Internet modem.
- 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.
- 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.
- Restart the modem by unplugging it from the power source, waiting a few minutes then plugging it back in.
- Connect your computer directly to your Flash Internet modem.
- 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.
- 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
- If you still do not have Internet access, please contact Technical Support.
- 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.
- 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.
- Locate the best Wi-Fi channel.
- 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.)
- 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.
- Find a place for your modem or router that's higher up, which will improve your coverage.
- Consider a Wi-Fi extender, or move your equipment closer together.
- LAN (blinking green if connected to computer)
- Power (solid green)
- DSL (solid green)
- Internet (solid or blinking green)
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The technician is responsible for installing your Internet service, solely. The technician will not handle the installation of any additional equipment or services.
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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.
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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.
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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.
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Flash Tech Help allows you to easily diagnose and troubleshoot any WiFi or connectivity difficulties you are experiencing.
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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:
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:
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).
Flash Services is excited to offer you an innovative Flash Tech Help App!
Flash Tech Help allows you to easily diagnose and troubleshoot any WiFi or connectivity difficulties you are experiencing.
Download Flash Tech Help App Now:
Make sure to test your wired speeds before troubleshooting your wireless connections. Internet speeds will vary based on the connection type.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.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):
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:
- Equipment & Install GuidesThe TP-Link Archer AC1750(C7) operates over both the 2.4GHz and 5GHz bands, ensuring amazing wireless performance. Simultaneous Dual-Band offers you the flexibility of two dedicated networks – with multiple times the bandwidth for your needs. Simple tasks like sending e-mails or web browsing can be handled by the 2.4GHz band while bandwidth-intensive tasks like online gaming or HD video streaming can be processed by the 5GHz band – all at the same time.
With 3 external dual-band antennas combined with higher quality antenna technology, you can maintain higher speeds across greater distances. This provides you with significant wireless coverage and reliability from anywhere in your large home or office.
- Copyright Infringement
- What is the alleged infringement
- The material to which the alleged infringement relates
- The claimant’s name, address, and right with respect to it, and
- The electronic address, date and time of the alleged activity
You are under no obligation to respond to the copyright infringement notice. However, you may contact the copyright holder directly at the email and/or telephone number listed in the copyright notice we forwarded to you. Note, Flash Services forwarded the copyright notice to you because the IP address listed in the copyright notice was in use by your modem/router on the date/time specified in the complaint. We are required by law to forward you the notice. We have not shared your name or any other information about you with the copyright holder or any other organization.As an intermediary, Flash Services has no knowledge of the contents of the notice, the type of activity in which you engage on the Internet, nor how the copyright owner was able to track you down.If an issue were to progress any further, where full disclosure is ordered and eventually takes place, and the rights holder wishes to pursue their copyright infringement claim, then you will receive a notification from the rights holder personally. At that point, the issue will rest directly between you and the rights holder.Copyright infringement happens when one party uses, sells, distributes, or recreates another person's work of authorship without the original owner's consent. Copyright infringement can happen in a variety of ways, through many mediums, including motion pictures, photographs, paintings, musical recordings, and literary works.
With the emergence of the Internet, copyright infringement laws have expanded in an effort to adapt laws to meet the growth of technology. The Internet is a tool that allows the easy retrieval of information instantaneously. This makes it easy for information to spread quickly, though much of this information can be copyrighted. To prevent this from happening, new intellectual property laws have been established to protect creative works that are being spread without consent quickly and easily over the internet.
Section 41.26 of the Canada Copyright Act, which came into force on January 2, 2015, requires ISP providers, like Flash Services, to forward to you any notice we may have received from the mentioned copyright owner.
In order to comply with the said Copyright Act, the notice must identify:
When a service provider, such as Flash Services, receives such a notice, we must do two things: forward the notice to the alleged violator, providing either a success or failure receipt; and retain the information allowing the account holder’s identity to be kept for a period of six months. Should the copyright owner responsible for sending the notice to commence any court proceedings; we may be required to retain the information for a period of more than six months.
Please note that Flash Services will not take any legal action against you.
