We pride ourselves on making Internet access as easy as possible for our customers. Our network is based on industry leading technologies to provide exceptional reliability—but when you need support, we’re here for you and make that as easy as possible, too.

General UBB Internet Questions

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How does it all work?

UBB's Internet service is a wireless service. We place a small antenna (similar to a satellite dish) at the customer's premise. This antenna is pointed at one of our Access Points on a tower. When you send and receive information over the Internet, it goes over the wireless link from your antenna to our Access Point. From there the information travels out to the Internet. Although the service is wireless, it's only wireless from your roof to our tower. 

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What hardware do I need?

Utah Broadband provides the Internet connection to a home or business and plugs it into a computer or router. Some customers have one computer and plug in directly while others connect multiple computers with a standard router. The router can be purchased at any store that sells computer equipment.

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Do I need any special software?

No special software is needed to use UBB's service.

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Do weather or other obstructions affect the signal?

Weather will not cause your system to go down, even in very severe storms. Your connection will remain stable even during winter months or other stormy periods. But because wireless Internet access requires a “line-of-sight” connection from your house to one of our towers, any large trees, buildings or other obstructions can cause an interruption of service.

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How do I know how fast my Internet is running?

Utah Broadband provides a dedicated speed test server for customers to test their speeds. This is located at speedtest.utahbroadband.com. Internet speeds may vary for a variety of reasons, including your internal network traffic, global Internet conditions, bandwidth availability at the test site being used, etc. If you have a question regarding your speeds please contact our Technical Support.

 

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What is UBB's service compatible with?

Our service is compatible with all Internet applications, including game consoles, company and personal VPNs, Internet phones (VOIP) and all other services. As with all service providers there may be additional configurations needed for your home router. If you experience any issues with these types of services please contact our Technical Support.

 

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Do I need antivirus or spyware protection?

All computers that run Windows need an antivirus program. Viruses that infect computers can seriously degrade your Internet experience. There are countless free and paid antivirus/spyware removal software applications on the market. Utah Broadband recommends using a reputable antivirus program such as Microsoft Security Essentials, Avira or AVG.

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How does Utah Broadband compare to DSL or Comcast?

Both DSL and Comcast are shared services and their quality and speeds depend on the number of people using the service at any given time. Utah Broadband’s network is designed to stay consistently close to the speeds we sold our customers. Our customer support, engineering and install technicians are all in-house and local, allowing us to offer superior customer service.  Another big difference between our service and our competitors is that our prices have no extra fees, taxes or assessments!

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How do I secure my Internet connection?

We recommend that you secure your internal network by ensuring your router or firewall is password protected with a strong personal password. We also suggest that your wireless router be configured with encryption. While we do not support your wireless router directly, our technical support team can help you set this up.

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What do I do if I forgot my Username to my Utah Broadband Account?

  1. Go to the Customer Login area of the website
  2. Click on the link "Forgot Your Username?" on the right side of the username box
  3. Enter your account number (located in the upper left-hand corner of your UBB invoice)
  4. Enter the email address that is on your account (this is where your username will be emailed)
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What do I do if I forgot my Password to my Utah Broadband Account?

  1. Go to the Customer Login area of the website
  2. Click on the link "Forgot Your Password?" on the right side of the username box
  3. Enter your username
  4. Enter the email address that is on your account (this is where your password will be emailed)
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Is there something I can do if my Internet is not working properly?

On occasion your connection may seem sluggish or may stop working. Often, this can result from either the antenna or your router malfunctioning or getting unplugged. A quick check of the power supply to your router and to the UBB antenna will solve the problem. If you find both devices are powered on, a quick power cycle may be helpful. To power cycle, please disconnect the power adapter for approximately 10 seconds before plugging back in.

If you know what type of antenna you have, you can also double check that everything is plugged in properly. Below are the steps for troubleshooting your wiring between our antenna and your router/computer.

Canopy Antenna

  • Verify the cable from our equipment is plugged into the "To Radio" connection
  • Verify the "To Computer" cable ID plugged into your router or computer
  • Verify the Power Supply is connected and has a green light (should say Motorola or ‘Switching Adapter’)

Ubiquiti Antenna

  • Verify the cable from our equipment is plugged into the "PoE" port
  • Verify your Computer or Router is plugged into the LAN port
  • Verify the power cable is plugged in and there is a Blue/Green light

There is usually a reset button on the back of most routers. Hitting the reset button will clear out the settings on your router and may exacerbate the problem and delay fixing the issue. IT IS GENERALLY NOT ADVISABLE TO PRESS THE RESET BUTTON.