1. How does it all work?

UBB’s Internet service is a wireless service. We place a small antenna 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. 

2. 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. If you are interested, our Network Services Team can give you a quote to install internet networking equipment in your home to connect multiple devices, ensuring you have internet in every location in your house you need. Be aware that older routers may not have the capability to offer the faster speed offerings in today’s world and may need to be upgraded.

3. Do I need any special software?

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

4. 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 fast.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.

 

5. 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.

7. Do I need antivirus or spyware protection?

All computers can benefit from 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, or AVG.

9. 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. Our technical support team can help you set this up or our Network Services Team can come into your home and help you configure your network.

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

 

Your username is the email address you provided when you set up your Utah Broadband account.

 

11. What do I do if I forgot my Password to my Utah Broadband Account?

  1. Go to utahbroadband.com

  2. Click on Customer Login
  3. Enter your email address
  4. Click on the link “Lost Your Password?” below the login prompt

  5. Enter your email address

  6. If your email address is associated with your account, you will receive a password update message at the email provided.

12. 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.  

  • 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

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