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Internet Trouble?
Questions About Our
Installation Process?

Let us help you with that

Internet Trouble? Questions About Our Installation Process?

Quick Solutions for Internet Needs

Power Cycle Devices

Restart your modem and router by unplugging the power, waiting for 10-15 seconds, and then plugging them back in. This can help refresh the connection.

Interference

Identify and eliminate sources of interference. Other electronics devices, neighboring Wi-Fi networks, and physical obstacles can disrupt your Wi-Fi signal.

Device Specific Issues

Test the internet connection on different devices to determine if the problem is specific to one device. If the issue is isolated, focus on troubleshooting that particular device

Wi-Fi Signal Strength

Check the Wi-Fi signal strength on your device. Weak signals can result in slow or unreliable connections. Consider moving closer to the router or using a wired connection. If problems persist it may be time to get a Wi-Fi Extender.

ISP Status and Outages

Check if Mainstream is experiencing outages or known issues. Visit our outage page by clicking below.

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Check Hardware Connection

Check physical connections of cables from modem to the router and form the router to your devices including computers, gaming consoles, etc. Ensure they are securely plugged in

 

Check Browser & Applications

If the issue is specific to web browsing, try using a different browser. Check if the problem persists with specific applications or services.

Check for Malware or Viruses

Perform a thorough scan of your devices for malware or viruses. Malicious software can affect your internet connection and overall system performance.

Contact MSFN Help Desk

If all else fails, contact Mainstream Support at (844) 752-6736. We can run remote diagnostics, provide guidance, or schedule a technician to investigate the issue further.

FAQ

What do the lights on my equipment mean?

Zhone 2301 - modem

POWER - Should be lit up solid green. This indicates the equipment is properly receiving power.

GPON - Should be lit up solid green. This indicates the equipment has a proper fiber connection.

LOS - Light should be off if the service is working properly. If the LOS light is lit up red it indicates there is an issue with the fiber line.

LAN - Should be lit up green if an ethernet cable is plugged in. If the light is blank, then the modem does not recognize anything plugged in.

Calix 803G - modem

POWER - Should be lit up solid green.

BROADBAND - Should be lit up solid green. If the light is blank, or off, this indicates there is a fiber issue.

SERVICE - Should be lit solid green. If the light is blank, then there is a service issue.

ETHERNET - Should be flashing green if something is properly plugged in to the ethernet port. If the light is blank, then the modem does not recognize anything plugged in.

PHONE - If voice service is set to the modem, then it should be lit solid green. The light may flash green if data is being transmitted. The light will be blank, or off, if voice service is not set.

Calix 1100X / 1101X - modems

POWER - Should be lit up solid green.

BROADBAND - Should be lit up solid green. If the light is blank, or off, this indicates there is a fiber issue.

SERVICE - Should be lit solid green. If the light is blank then there is a service issue.

ETHERNET - Should be flashing green if something is properly plugged in to the ethernet port. If the light is blank, then the modem does not recognize anything plugged in.

PHONE - If voice service is set to the modem, then it should be lit solid green. The light may flash green if data is being transmitted. The light will be blank, or off, if voice service is not set.

Calix U6.1, U6.2, and U6T - routers

The light on the corner should be solid Green. This means the unit has successfully booted up, local services are up, and the unit is connected to the Internet.

If the light cycles red for 8/10ths of a second, then the Boot-up has failed.

If the light cycles red at 1.6 second intervals, then there is no service/no internet

If the light is amber, the unit is in the boot-up process or service/software is being upgraded. Flashes amber every second assuming software has taken over.

If there is no light, then the unit either does not have power, or the light function has been disabled in the GUI.

What does a speed test actually tell me?

A speed test measures the speed between your device and a test server, using your device's internet connection. Several factors can impact the speed recorded by a test:

Devices (phones, tablets, PCs, etc…) can have very different Wi-Fi capabilities. This means you might get one test result on one device and a different result on another. Some devices may not be able to measure the full speed of your internet service. Devices running multiple programs may also be negatively impacted due to resources being dedicated elsewhere.

How do I connect the router to the modem?

You will connect the router to the modem using an ethernet cable. The ethernet cable will plug into the ETHERNET port on our modem, and to the WAN port of your router.

If you are using a router provided by MSFN our Smart Home Technicians will set the equipment up properly during installation.

How to do phone number porting?
We can only start the port process after we have received both the Letter of Authorization (LOA) and E911 form. The LAO gives MSFN permission to request the port from your losing carrier.
 
After we receive both forms, and submit the request, it can take up to 2 weeks for the number to be ported if everything goes smoothly.
 
Sometimes the losing carrier will have a "freeze" on the phone number which prevents it from being ported. This is a security feature to prevent rouge number ports. After MSFN realizes there is a freeze on the number, we will reach out to the customer and let them know that they need to contact their losing carrier to have the freeze removed.  After the customer speaks to the losing carrier, the customer has to tell us it is unfrozen so we can resubmit the request to port the number.
 
During this time, it is very important that the customer does not cancel service with the losing carrier. If the service is cancelled with the losing carrier prior to us porting the number, then the losing carrier is under no obligation to release that number to our service.
Will I need to purchase any equipment?

All equipment to get the service into your home is provided by and warranted through Mainstream Fiber Networks.  However, if you would like additional Wi-Fi coverage or other options, you would need to purchase separate equipment.

Are there data caps or limits?

No. All of Mainstream Fiber Networks’ plans include unlimited data. There are no data caps or throttling of speeds. You simply select the speeds you require and are able to use it as much as you want.

How do I pay my bill?

Sign into Mainstream account portal located in the header of the website. Once logged in, select the pay my bill. You can also visit any of our locations to pay your bill in person.