CCL Networks Frequently Asked Questions and Knowledge Base
Here are some common questions we get, and some good solutions. As always, call us if you need help. We’re here for you.
CCL Networks provides a 'fixed wireless internet' connection; this means that we provided internet to a 'fixed' location, that is typical to your home or business.
No, unfortunately at this time, CCL Networks currently only offers residential customers just the internet. However, we do offer VoIP telephone service to commercial clients please call 780-594-0000 for more details.
Yes, installation is free on a 3-year contract.
Yes, we have four different contracts. They are one, two, and three-year contracts, we also have a contract to sign just for payment information this does not lock you into a contract term and is only used for billing authorization. We are happy to adjust our services to fit your needs.
No you are not lock into any one plan. And yes you can freely upgrade or downgrade at anytime. However to downgrade you must have a least paid for the higer plan for a minium of one month.
All contracts can be bought out at a price of ten dollars per unused month remaining in your contract term. You will need your contract to calculate how many months remain in your term. Or you can contact us, and we will look up the time remaining in your contract for you.
No, unfortunately at this time you are required to provide your own router.
A dual band router with extarel attenas around the price of 80 to 150 dollars will work just fine.
There is more then one answer for this question. If it's a plain router yes you can use it. However if it's a residential gateway then no it is not recommended for use.
A residential gateway is almost the same as a router however it also has an internal modem, most commonly for DSL or Cable.
You will need your payment information depending on your payment choice. You will also need a router if you want more than one device working.
Invoicing is done at the end of the month. Payment for that invoice is processed around the 10th of the following month depending on the method of payment.
Our system randomly generates your data rest day. Contact us, if you are unsure of your data reset day and would like to know. You can also find your data reset day on the usage portal.
We’ll help you out—we’ll reinstall your internet service one time, free of charge, within your contract term. (If you move a second time within your contract term, there may be a fee. Give us a call if you’re in that situation.) Moving outside of your contract term won’t involve any reinstallation fees.
Contant us so we can check for you as this depends on your contract term. Also keep in mind we do not prorate and we only cancel service at the end of a month.
You can change your package at any time, simply call or email Customer Support. Changing your package does not require an equipment change under most circumstances and can be done quickly over the phone or through email.
You can run a speedtest here. Your household shares the bandwidth, so do a speed test when all other computers and devices are turned off for a more accuate result.
We offer “up-to” speeds. If you are paying for the Residential 5 package, you will get as close to 5Mbps as possible. If you have Non-Line-of-Sight equipment because you have trees and obstructions between you and the tower, your speeds could be lower. If you have clear line-of-sight to the tower, you should get the maximum speed. When running a speed test, your results will be measured in Mbps. When downloading files you will see your speed measured in bytes (MB/s), not bits (Mbps)
Yes, Once the person you referred to us installtions is complted you will recevie a discout for referring that customer to us.
Yes you can but give us a call and we will help you with this.
We allocate more speed for downloading than uploading because most users spend much more time downloading (video streaming, surfing, etc.) than they do uploading (backing up files to cloud storage, posting pictures on social media, etc.). If you think you need a faster upload speed, contact Customer Service to see if a faster speed is available in your area..
E-mail is not a service that we currently provide. We suggest that you use a free e-mail provider such as GMail, iMail, or Yahoo. Should you choose to switch internet providers, you will not need to migrate your e-mail contacts and messages to a new service.
There is three payment options avalible. VISA, MasterCard, and Diert Debit.
There are a few way you can provide this infomation. A VOID check, a fourm from your bank or Just the numbers. You will need the Transit Instution and account number.
Invoicing is done at the end of the month. Then payment for that invoice is processed around the 10th of the following month. Depending on your choice of payment method. And you do pay for a month in advance.
Yes, if you miss a payment a penalty invoice is charged to your account in the amount of 20.00 dollars.
No, unfortunately at this time, we only offer live technical support by calling 780-594-0123 from 8:00 am to 8:00 pm Monday to Friday and 9:00 am to 6:00 pm Saturday and Sunday. However, we do monitor our Network 24 hours a day, seven days a week and any major problems are dealt with promptly.
- Verify there is a problem.
- Find the cause of the problem.
- Correct the cause of the problem.
- Verify that the problem was corrected.
- Take steps to prevent the problem from recurring.
Try plugging your laptop directly (direct test) into your radios power supply, you will find two ports on the power supply one labled POE and the other LAN. It is the LAN port where you want to plug your laptop into. This setup is called a Dircet test. Now you want to go and see if the speeds are still slow, using a site like Speedtest. If speeds are way down, the problem is likely with your Internet connection, not your router. If the problem persists, your router might be dying, which sadly does happen.
Here are some of the most common reasons your computer might be slow, and some solutions. However, often simply restarting your computer will help a lot, so we recommend starting with that.
- You have too many programs running at once. Just close some of the programs you don’t need.
- You may have a virus. Download antivirus software and run it. Call us to find out more.
- You’ve run out of storage space on your computer. Transfer some files to an external hard drive, or delete some big files, like videos, pictures and music.
- Someone else using your internet connection is streaming videos or downloading a big file. Just wait for them to finish or upgrade your internet plan.
- Your computer is older. Usually, older computers run slower. You could look into purchasing a new computer.
If you’re carrying around a laptop and it’s not plugged into anything but the internet is still working, then yes, you have wireless internet. If you don’t have wireless internet and you would like to get it, you just need a wireless router. We can provide this for you. Give us a call and we can help set you up.
Close all background apps. See Dustin's notes
A Direct test is helpful as it bypasses your router and will test your internet connection on one device. Given a much more accucate result of what speeds your internet speed is that your receving.
- Locate the Radio's power supply or POE injector
- Unplug the routers WAN cable
- The other end will be plugged into the POE injectors LAN Port
- Plug a laptop into the LAN Port.
- Goto speedtest.net and run a speedtest.
You will find the power supply for the radio on the end of the ethernet cable that comes into the house and typicaly by your router. See diagram below.
You can test your Internet speed at http://speedtest.net. Your speed will depend on your current broadband package. If a speed test reports slower speeds than your package, please try troubleshooting your connection and devices, and then call .