Internet Support

Troubleshooting Connection Issues

If you are experiencing connection issues, the first step is to locate your router and unplug it. Wait 30 seconds then plug it back in. If you are having trouble with a device that is using a Wi-Fi connection, make sure the device is connected to your Wi-Fi network. If you continue to have connection problems read on for common issues or call our customer support staff at 800-846-2426, Monday through Friday, 8:00am – 4:30pm, or our 24/7 Technical support at 800-829-2415.

What is a router?

A router is like a traffic director for the internet. It helps the internet get to your devices, like your computer or tablet. It’s usually a small box with lights on it that sits in your house.

What is the difference between Internet and Wi-Fi?

The Internet is like the world’s biggest library or highway system—it connects you to everything online. Your router is connected to an internet line that feeds it the internet in order to be able to provide your household with Wi-Fi. You can plug your devices into the router for a direct internet connection or via Wi-Fi.

Wi-Fi is like the wireless bridge that lets your devices (like phones or laptops) access that highway from your home without using a cable. Your Wi-Fi speeds may be around 80% of your package speed due to the technology reaching your devices.

In short: The Internet is what you use, and Wi-Fi is how you connect to it.

Optimizing Wi-Fi

Check your connection: are you wired or wireless? If you are connected via Wi-Fi, that leaves more room for interference. If you are able to connect directly with an Ethernet cable, we recommend going that way.

Do a speed test: If your device is directly plugged in with an Ethernet cable, you should be close to your subscribed speed. If you are connected via Wi-Fi, you should be at around 80% of your subscribed speed. If you are not reaching those speeds — give us a call!

Router placement: Make sure your router is located centrally within your home. This way, any devices that are trying to connect over Wi-Fi should get a decent signal. Green Hills offers access points to place in larger households to help carry the Wi-Fi signal farther.

How can I check my internet speed?

You can check how fast your internet is by doing a speed test. Just go to http://speedtest.greenhills.net/ your computer or device, and it will calculate your speeds.

What is Ultimate Wi-Fi?

Green Hills Communications is proud to offer Ultimate Wi-Fi to all internet customers. With Ultimate Wi-Fi you can set up a secure and prioritized home network from a simple app. The following features are included with Ultimate Wi-Fi and can be found in your Command IQ app:

24/7 protection from cybercrime for any connected devices
Content filters to keep kids safe from inappropriate content
Leverage SafeSearch for sites such as Google and YouTube
Create schedules and internet pausing
Prioritize your devices and traffic
Set-up guest networks
And more!

Do you offer TV services or assistance with streaming TV over the internet?

As of July 31, 2025, Green Hills is no longer offering television services. Our focus has shifted entirely to providing fast, reliable internet to enable high-quality streaming for all customers. This transition allows us to better serve our communities with enhanced connectivity and superior local support.

We’re here to guide and support you in choosing a streaming service solution. Visit our guide to streaming TV to learn more, or stop by our office to speak with our team.