FAQs

Questions for future customers looking for better service!

Internet FAQ More Information
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- What Internet speeds are available?
  We do not joke around with slow internet! Our slowest speed offering is 200Mbps. In many cases, that is faster that you are currently able to get from anyone else. We offer options up to 1 Gigabit, and that's the fastest internet you'll have ever seen. Click HERE to enter your address and see what services are available to you.
- How does fiber optics compare to other Internet services?
  With i3 Broadband, you will get the most consistent and reliable Internet connection available. Your speed is always there when you need it, any time of day. With our high bandwidth your whole family can use the Internet with no problems. And with the lowest response times around, online gaming is a whole new experience. Once you make the switch to fiber optics, you'll never go back.
- Modems? Routers? Extenders? Equipment? WHAT DO I NEED?
  Absolutely nothing if you also choose i3 Smart Wifi!
  i3 Broadband provides the Optical Network Terminal (ONT) to provide your services in your home (Kinda what people think of as our "Fiber Modem"). And no, we do not charge any extra fees for it.
  Routers are what provide your WiFi (wireless coverage) in your home, and you may absolutely use your own router.
  Cable Modems, and Cable Modem/Router combination units are not compatible with i3 Broadband's services.
  Customer owned routers, their configurations, Wifi connections, wireless connection speeds, and coverage issues over Wifi are controlled by the customer. Please note- Technical support by i3 Broadband for customer who use their own routers is extremely limited as we have no access or visibility into their configurations, and no visibility to any devices connected to them that could be causing problems.
- Can I get an email account?
  You can, but do you really want to? There are an abundance of free options like Gmail, Outlook, Yahoo etc. that are highly regarded and are often integrated with other software you currently use. If you would like an email address associated with i3 Broadband, you can have up to 5 free accounts.
- Is there a limit on how much I can download or upload per month, or any data caps of any kind?
  Nope. With i3 Broadband, you can download, stream, and browse as much as you want.
- What are your email server settings?
  Our POP3 information is as follows: Server Type: POP3 Incoming server: mail.itv-3.com Outgoing server: mail.itv-3.com All ports are default, with no SSL or encryption. You must check "My outgoing server (SMTP) requires authentication". Username: Full email address (ex. johndoe@itv-3.com)

i3 Smart WiFi FAQ More Information
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- What is i3 Smart Wifi?
  i3 Broadband's Smart Wifi, powered by Plume®, is an experience like you've never experienced! i3 Smart WiFi is a router mesh extender system for providing unparalleled Wifi service in your home. Parental controls and guest access with unparalleled capabilities, solid adaptive wall-to-wall coverage for consistent speeds and reliability, advanced tech for more control, and more worry-free security for your home than ever! We include all features for our customers, and they are controlled with an outrageously simple-to-use app.
- Does i3 Smart WiFi pods replace my router?
  Yes. i3 Smart WiFi is a complete WiFi solution that replaces and improves any current routers, extenders, or WiFi access points.
- What makes this different from my traditional WiFi router or extenders?
  Single router WiFi systems can give you the speed you need as long as you’re close enough to the router. WiFi extenders or repeaters can improve coverage, but are often complicated, unreliable, and degrade performance. i3 Smart Wifi, powered by Plume® is a cloud coordinated WiFi system that replaces your current router and gives you stable and consistent WiFi coverage and speed in every room within your home using blazing fast tri-band SuperPods coupled with auto-channel hop technology.
- How many Pods do I need?
  Our product selection process on the website will guide you through the correct number of SuperPods for your home. As a guideline, 2-3 bedroom homes require 1 pod, 3-4 bedroom homes require 2 pods, and 4-5 bedroom homes require 3 pods. If your home has more than 5 bedrooms, is larger than normal or has an additional basement to cover, we recommend adding additional SuperPods to fit your needs. Single SuperPods may be easily added at any time to increase your coverage.
- Parental Controls?
  All included and extremely simple to use. Set bedtimes, content permissions for varied ages, ad-blocking, online protection, and custom approve/block lists. All of these can be configured on any person, or at an individual device level. There's even a simple 15 minute timeout button so you can enjoy your family dinner together.

Internet and i3 Smart WiFi Support More Information
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- I don't have internet access?
  If you don’t have an internet connection, first you must check how service is being provided to your device. If you use a router, make sure it is powered on. The two possible methods of service are wired and wireless.
  If you have a wired connection, please make sure that the Ethernet cable is connected to both your router and your device. If you do not use a router then the Ethernet cable will be connected to your ONT (rectangular white box). Check to make sure there are no breaks in the cable and the ends are undamaged.
  If you have a wireless connection, please check to make sure you are connected to the correct wireless network. If you have a windows computer, the network settings can be viewed by clicking on the signal bars in the bottom right-hand corner. On a mac, the signal bars are on the top right-hand corner. On a mobile device (phone/tablet) the signal bars are at the top of the home screen.
  If you are connected correctly, and you still have no internet access, please check your network connections. If your connections say limited or local only, then you may need to reboot the router and the ONT
- Why is my internet speed slow?
  There are many things that can cause less than perfect download speeds.
  Are you testing your connection speed wirelessly?
  If you are testing your download speed using a wireless connection, you may notice it is not as high as it could be. Connecting directly to your router using an ethernet cable will produce a better connection. Over a wireless connection it is common to lose download speed. Factors for loss include:
  How far away from the router you are
  Wireless interference from other devices
  Router does not have the most recent firmware upgrade
  The router is simply not capable of producing higher speeds
  Is your router/computer capable of producing higher speeds?
  If the network card on your computer is not gigabit compatible, your computer is not capable of downloading over 100 mbps. The same can be said for your router.
  I am connected directly in and still not getting the correct speeds.
  If you are connected directly into your router, and still experiencing low speeds, there are a few possible causes. The router may not be capable of producing the speeds you are looking for. For a true connection, bypass the router and connect your computer directly to your ONT(Optical Network Terminal). If you are still experiencing low speeds, make sure that you are using either a cat 5e LAN cable or a cat 6 one. Certain cables are capable of providing an internet connection, but not all cables can provide over 100mbps.
  Lastly, check your firewall or antivirus.
  Firewalls and certain antivirus applications can unexpectedly impact your speed results. If you have another computer or laptop to test your speeds on, it would be helpful as well.
  To check your speed click HERE
- What is my IP address?
  To find your IP address click HERE
- I don't see my wireless network.
  If you do not see your wireless network, you may not be within range. Most homes should be able to be covered by a single router, but sometimes that is not the case depending on where the router is located and the size of the home.
  If you are within range of the router, but still cannot see the network, it is possible that your router is not turned on. Check to make sure that the router is plugged in and WiFi is turned on. Most routers will have a light on the front or top indicating that wireless broadcasting is active.
  If the router is on and it is broadcasting but you still cannot see your network, please connect to the router using a wired device and log in to the router settings and check to make sure that your network is not ‘hidden’. A hidden network is one that you can connect to but will not show up when devices search for it. Hidden networks require you to manually enter the network name to connect to them.
- I don't know my wireless password.
  With many routers, there is a sticker on top of or underneath the router that has the network name and password listed.
  If your router does not have a sticker, you can still find the password. If you are currently connected to your wireless network and using windows 8 and above, by right clicking on the network name and clicking View connection properties, you can see the wireless password.
  On MAC, you simply need double click the network you are connected to and you can see the password there.
  If you are not connected to the network, and you do not know the password, then you may need to connect to the router using and Ethernet cable and login to the router to check or reset the password.

i3 Television FAQ More Information
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- Which devices can I use to watch i3 Television?
  i3 Television is available on Adroid TV, Android Mobile, Amazon Fire TV, Amazon Firestick/Cube, iOS Mobile, iPad, and coming soon to Apple TV. i3 Television is not available on ROKU. (We try hard to keep your costs as affordable as possible, ROKU doesn't feel the same way.)
- How do I download the i3 Television app?
  Search the app store of any compatible device for "i3 Television".
- What channels are available?
  Click HERE and enter your zip code to find the channels available in your area.
- Do I need to rent a set top box to watch i3 Television?
  No, with i3 Television you can use your existing devices without the need for costly equipment rentals! However, if you prefer a traditional set top box with a full numeric remote they are available for rent. Bring your own device, rent one from us, or use a combination of the two. However you choose to watch, we have you covered!
- How many devices can watch i3 Television at the same time?
  You can watch i3 Television on up to 5 devices at the same time!
- What is Catchup TV?
  With Catchup TV, you can restart nearly any program that has been broadcast over the last 3 days. Don't worry about recording every program you want to see, let us do the recording for you!
- Can I watch my DVR on any TV in my house?
  Yep, you can set or watch your recordings from any device connected to your home internet.
- How much does it cost for DVR and HD channels?
  Nothing, DVR and HD channels both come standard with i3 Television.
- How much recording time do I get?
  On top of automatically recording the last 3 days of programming with Catchup TV, i3 Television gives you an additional 50 hours of unique recordings to watch any time you want, on any device in your home!
- Can I watch the Cubs/Cardinals?
  Absolutely! Whether you're a North Sider or part of Cardinal Nation, you won't miss a pitch. Marquee Network and Bally Sports Midwest are both available!
- Can I watch i3 Television outside of my home?
  Unfortunately, most channels are not available outside of your home. Programmers contractually control how and where you can watch their channels.

Television Support More Information
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- I turned on my TV and I don’t have a picture/my TV says no signal/there is snow on my screen.
  If you do not have a picture, first make sure that your cable box or connected device is powered on. For the cable box, you will know it is on if the light on the front of the box is glowing blue. If it is glowing red, then it is not on. If there are no lights on the front of your cable box, it is not plugged in.
  Next, make sure that the cable box or device is connected to the TV. The cable box or device should be connected using an HDMI cord.
  Once you have made sure the cable box or device is connected, make sure the TV is on the correct input. You can do this by pressing the TV button on the top of your remote, then pressing the input button. If that does not change your input, you may need to use the buttons on the TV itself or the TV’s original remote. Change the input to be matching with the labeled input on the TV where your cables from the cable box or device connect to the TV (typically behind the TV).
- I can’t control the cable box.
  If you are pressing buttons on your remote, but the cable box is not responding, first make sure that your remote is in STB mode by pressing the STB button on the top of the remote.
  If your remote is in STB mode and it is still not responding, make sure that when you press a button on the remote, the blue light on the front of the box flashes. If the blue light does not flash, then the box did not receive the command. Also make sure that the STB button on the remote is flashing red. If the button is not flashing red, you may need to replace the batteries in the remote.
  If the blue light does not flash, but the light on the remote does flash, your cable box may need to be rebooted. Unplug the power cable located on the back left-hand side of the cable box and plug it back in. After it has finished rebooting, try again.
- How do I use my remote?
  Click HERE for Set Top Box and popular device remote guides.
- I have the legacy television service, can you help with my remote?
  Why does my remote not turn off my TV?
  All entone remotes will work with all entone boxes, but in order for an entone remote to send commands to a TV it must be programmed for that specific TV. For example, a remote that is programmed for a Sony TV will not work properly with a Samsung TV.
  I am pressing buttons but nothing is happening.
  When you press any button on the entone remote, at the top of the remote one of the buttons will flash. This flash indicates what mode your remote is in. For many commands, you must be in STB mode. If the STB light is not flashing, then you are not in STB mode. Press the STB button to change to STB mode. If no buttons are flashing at all, you may be in AUX mode or the batteries to the remote may need to be replaced.
  When I press buttons on my remote, it may work sometimes but not work others.
  If you have a button that works sometimes but not others, that button may be going bad. You may have noticed that it takes more force to press certain buttons than it used to and the remote seems to be unresponsive. This usually means that either the batteries on the remote are going bad or it is time to replace the remote. You can replace old or worn-down remotes at any i3 Broadband retail location.
  When I press the power button, my TV turns off and my Set Top Box turns on.
  If you have 1 device that is powered on, and a second device that is powered off, then your TV and Set Top Box have fallen out of sync with one another. There are many ways to fix this problem. You can press the power button on either the STB or the TV but not both. You can press the TV button on your entone remote followed by the power button, this will make sure that your remote only sends commands to your TV. After they are back in sync with each other, be sure to press the STB button on your remote.
  My remote is programmed but it still sometimes does not send commands.
  The sensors on your TV and the Set Top Boxes are typically very small. You may need to be aiming your remote closer to the sensors on the receiving devices. Always make sure that there is nothing in front of the sensors on your devices. This includes decorations, pictures, or maybe even the TV itself. The sensor must be as visible as possible to receive the commands being sent to it. If you cannot see your sensor, neither can your remote control.
  When I press a button on my remote, it takes a long time for the cable box to react.
  If there seems to be a delay in the commands being sent from your remote to your Set Top Box, this is usually not an issue with the remote itself but rather an issue with the STB receiving the command. If you have another entone remote in another room, try that remote at the problem location. If there still seems to be a delay with the commands, then there may be something wrong with the STB. Try unplugging the STB, waiting 10 seconds, and plugging it back in. If you are still experiencing delay after rebooting your STB, please call our office for further assistance.
  My remote is programmed but it will not turn off both the TV and the STB at the same time.
  Depending on what style of remote you have, it may not have been programmed to send multiple commands with the push of a single button. If your remote has a DVD button near the top, it is style B. If there is no DVD button near the top, then it is style A.
  If you have style A, and when you press the power button only the STB button lights up and the TV button does not, please do the following to program the remote: Press and hold the STB button until it stays bright. Once it is still bright, press the power button and then #1 button. This will program your remote to send two commands when pressing only 1 button.
  If you have style B, make sure that you are holding down the power button for a few seconds. Unlike style A, style B’s power button must be held down for a few seconds to send multiple commands. If that still did not work, then please do the following: Press and hold the setup button in the top right-hand corner until you see a flash on the remote. Then press power, STB, TV in that order. Then press and hold the setup button again until you see a flash. This will program your remote to send multiple commands when you press and hold the power button.

Telephone FAQ More Information
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- Do I have to get a new phone number?
  No. With i3 Broadband you get to keep your existing number. Or if you need a new number we'll give you one.
- Are there additional fees for calls?
  Both local calls and long distance in the U.S. and Canada are free. We also have low international calling rates you can view here.
- What features are included with my phone service?
  Voicemail, caller ID number, call waiting, call forwarding, speed dial, 3-way calling, call blocking, and E911 are just some of the features that come standard with your phone service.
- Will my phones still work if the power goes out?
  We offer an optional battery backup. With a corded phone, the backup battery is designed to ensure the availability of calling, including 911 calling, for up to eight hours of standby time and approximately five hours of talk time, in the event of a power outage.
- How much does long distance and international calling cost?
  In addition to all the phone features you've come to expect, our plans all include unlimited long distance within the US and Canada. Plus our International Calling Rates cost as low as 4.9 cents per minute.

Telephone Support More Information
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- Why can't I make or receive phone calls?
  If you have no dial tone when you pick up the phone, make sure that the phone is connected both at the phone and at the jack on the wall. If the phone is connected, but you still have no dial tone, check the other phones and make sure they have all been hung up. If one phone in the house is not hung up correctly, this can cause other phones to not work. Make sure that the phone connection at the ONT is connected as well.
- There is static or a humming noise when I make phone calls.
  This is most likely caused by an exposed wire somewhere in the house or the phone itself. Fiber optic is a purely digital signal, and does not produce static.
- Is voicemail available through i3 Broadband?
  Yes, to set up voicemail routing you will need to call in to the office to have it added to your account for no charge!
- How do I access my voicemail through i3 Broadband?
  If you have already set up your voice routing number, you can access your voicemail by calling (from your home phone) the digital routing number located on your bill. If you do not have your bill readily available, the number is also listed in your MyI3 account under the services section of your account info.
  The first time you call the digital routing number, you will hear a prompt saying ‘the person at extension is not available.’ You must press the * key before this prompt finishes. After pressing the star key, you will then type in your personal password. We recommend it be 4 digits in length. You may also press 0 to change your opening greeting.
  Any time after your initial setup, you will hear the greeting that you selected. Press the * key before this greeting ends and type in your password. You will then be at the main menu. Options will be read to you but they are as follows:
  1: new messages 2: change folders 3: advanced options 0: mailbox options

Installation FAQ More Information
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- How does the fiber come into my home?
  A fiber optic drop cable is connected from the i3 Broadband handhole in the nearby right-of-way or utility easement to your home. This cable is temporarily laid above ground.
- How is the fiber optic drop cable buried?
  The cable is buried using a t-handled spade or a vibratory plow. Both methods place the cable 6-8 inches below the surface and are very low impact on lawns and landscaping.
- Will the cable burial damage my lawn?
  No. The techniques we use are minimally invasive, and our contractors are held to the highest quality standards in the industry. There is sometimes a visible trace of where the cable is buried, but that will heal and fade (how quickly depends on the weather). If the installation and restoration is not meeting our expectation of quality, we want to know. Please call us at (877) 976-0711 or visit our Contact Us page.
- Will the fiber optic cable burial damage other underground facilities already buried in my yard?
  As required by law, we contact the national call-before-you-dig number, 811, before doing any digging. This service neither owns nor marks any underground lines. Rather, they notify all underground utilities about the upcoming project. It is those companies who are then responsible for using paint and flags to mark their existing lines. Neither 811 nor these utility companies will locate any private underground facilities on your property. If you have any such facilities, please let us know. Common examples where you should notify i3 Broadband prior to burial include irrigation systems, invisible dog fences, geothermal pipes, drain tile, or private electric lines for landscaping just to name a few. If you're unsure, please call, as we would rather know too much about what existing lines to be mindful of, rather than not enough.
- How long will the cable be above ground before it is buried?
  After your service is installed, the cable burial is typically completed 2-4 weeks later, depending on the weather. This time frame also varies depending on the season. During the summer and fall months, we are generally able to bury cables with minimal weather interruptions, so that wait period is closer to 2 weeks. As winter approaches, rain, snow, and cooler temperatures can slow down the process and burial times may trend more towards 3-4 weeks. Eventually, there comes a point where the frost is too deep, and burials will stop for the winter, typically in mid to late December. In the spring, once the ground has thawed and dried out, we will be able to resume drop cable burials, generally burying cables in the order they were installed. Customers installed in the early spring can expect their cable to be above ground close to 4 weeks, as we catch up on the drop cable burials from the winter.
- Can I reroute the cable?
  Yes you can. The cable is fairly durable, and can be moved to accommodate mowing, raking, etc. You can even drive over the cable (if it is across a driveway, for example). Just don't drive a lawn mower or snow blower across it, as that will damage the cable and disrupt your i3 Broadband service.
- I need the cable to be buried following a specific path to avoid future conflicts. What do I do?
  Call us at (877) 976-0711 to let us know. At the time of your installation, notify the technician so the cable can be routed correctly.
- What if I need to have the drop cable relocated in the future?
  If you think your cable might be in conflict with a project you are planning (landscaping, home addition, etc.), be sure to call 811 before you dig. Our technicians will mark the fiber optic cable so you can plan your project accordingly. Unlike most utilities (including our competitors), if the cable does need to be relocated, we don't charge excessive fees to do so. Rather, we simply try to recoup our costs by charging the cost of the cable and the burial fee we pay to our contractor, typically totaling between $150-$250.

Billing Support and FAQ More Information
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- How do I set up Auto Pay?
  My i3 Account
- I pay in advance for the month, what exactly does that mean?
  You pay for your service a month in advance and prior to using it for the month. Of course if for any reason you need to discontinue service, we will prorate your bill and refund you back any money for unused days of service.
- How long is my introductory rate good for or is there term pricing?
  Our prices are as advertised which means you don’t have to worry about your price increasing every 3, 6, or 12 months as you may be used to with the ‘other guys’. We can’t guarantee your price will never change, but our track record is pretty good!
  We have never increased prices for our internet services. Quite the opposite actually- we've only increased our internet speeds over the years for the same great prices.
  Television pricing is subject to annual changes. This is simply due to the cost increases we incur each year as the programming companies increase our prices. We work extremely hard to keep those increases to the minimum for our customers.
- How do I pay my bill?
  The vast majority of our customers make automatic payments via a debit, credit, or checking account. If you prefer you can make payments on your i3 account, give us a call, or even stop by one of our retail locations. There is a $5.00/month processing fee for opting out of automatic payments.
- Can I get a paper bill mailed to me?
  We will send your bill in a printer friendly version each month. If you require a paper bill, we can send one to you for a $5.00/month processing fee.
- Where can I see my bill?
  Most bills will be emailed to the primary email address on your account every month. If you have opted out of that option, and chose to have a physical copy of your bill sent to you, then you will receive your bill in the mail each month. You can always login to our website and print your bills from home as well. Simply click HERE , sign in to your i3 Broadband account, click on the account history tab, and you can see your bills.

Email FAQ More Information
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- What are your email server settings?
  Our POP3 information is as follows: Server Type: POP3 Incoming server: mail.itv-3.com Outgoing server: mail.itv-3.com All ports are default, with no SSL or encryption. You must check My outgoing server (SMTP) requires authentication. Username: Full email address (ex. johndoe@itv-3.com)
- How do I retrieve my email address/password?
  If you have lost your email password or forgotten the email address, do not panic. Simply call our office at (877) 976-0711 with your billing information and we can help you set up a temporary password to sign back in.

My i3 Account FAQ More Information
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- How do I setup my i3 Broadband Account?
  To setup your i3 Broadband online account click HERE. You will need your i3 Broadband account number (located on your bill) and the last name on your i3 Broadband account.
- I've lost my i3 Broadband account username or password.
  Click HERE to retrieve your username or reset your password.

Other Common Questions More Information
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- Is i3 Broadband available to my home?
  Entering your address HERE will give you the status of your address. We do not do anything with the address entry other than tell you if service is available. If there is something unique, or something does not seem accurate, please do not hesitate to contact us.
- How much does the service cost?
  Check Pricing in your area HERE.
- Is the price promotional?
  Our prices are as advertised. No tricks.
- How do I sign up?
  You can walk through our online signup here. You may also give us a call at (877) 976-0711, or email at sales@i3Broadband.com with any questions you might have.
- What is so special about fiber optic networks, and why is it important?
  The United States saw its widespread deployments of the electrical and telephone grid in the late 1800’s and took nearly 50 years to bring electricity and phone services to each home. The 60’s through the 90’s brought the widespread deployment of cable companies. Today, the highest quality communications networks being deployed are 100% fiber-optic, using absolutely none of the old cable or phone lines to each home & business. Fiber is simply glass, and it isn’t impacted by weather, resistance of copper, or degradation due to age of the cable. The technology for all fiber-optic networks is always on the forefront, and the capacity for services is always ahead of the phone and cable companies. Our company mixes this superior technology with superior services, local headquarters, local staff, and adds a relieving touch of clear & fair pricing.
  Fiber connects all of the highest-capacity data connections in every network around the world. We are extremely proud to be expanding these world-class services directly to your home. This advanced network is providing thousands of residential and business customers Internet, Television, and Voice services.
  Fiber is a critical infrastructure upgrade to a leading-edge network for the entire community. Fiber-optic networks allow your local businesses and homes to compete worldwide with internet speed and quality of services typically found only in larger cities.
  Fiber-to-the-Home makes our community a more attractive place to live, work, and start a business. Industry statistics show that for every 1000 homes that are passed by a fiber optic network, 30 home based jobs are created. Studies have additionally shown fiber optic availability can increase housing values by as much as $5,000!
- How do I schedule the service to be installed to my home?
  If you complete a signup at an address we can immediately service, we will contact you to review everything with you, answer any questions, and schedule your installation. You may also feel free to give us a call. Either way, we work around your schedule to find a convenient time. Installation can take about an hour to complete for Internet, and between 2-4 hours for Internet with Television and/or Voice services. Please allow for these timeframes for us to complete your professional installation.
- How do fiber optic services work, and how is it installed?
  i3 Broadband's fiber optics go all the way into your home and are then connected to what is called an ONT (Optical Network Terminal). This is the device that converts the signals from the fiber optic line into standard ethernet ports for Internet and video services, and also has telephone jacks for phone service. We do have options for different situations or particular needs. Our installers fully review the best method for installing before they get started.

If you did not find the answer to your question, please call us at (309) 670-1291 or email info@i3broadband.com.