SkyLine/SkyBest Internet Connection FAQs

How long will fiber installation take?

Phone & Internet
Typically 2-3 hours. Times could vary based on the layout of your location

Phone, Internet, & TV
Typically 4-5 hours. Times could vary based on the layout of your location

What to expect at my copper installation?

Once you place your service request order, an installation appointment date will be given to you if a visit is required. This will require someone 18 years or older who can give direction to our SkyLine/SkyBest installation technician. Existing service generally does not require a visit to your location.
If a visit from our technician is not required, the technician will call you at your contact number when the service has been connected and is ready. At this point, you will connect your modem, filter and router. These items are included if you have the Complete Maintenance Plan and can be picked up at one of our customer service centers when you place your order.
If a visit from our technician is required, they will arrive at the installation date/time and complete your installation. At that time, the technician will install the services you requested.

How long will my copper installation take?

Approximately 1 hour. Time could vary based on the layout of your location.

How do I create a home network?

Setting up a home network only takes a couple of steps. If you are using a DSL modem, just connect the router to the Ethernet port on the back of your modem then set up your wireless connection.

Computers and other devices can be hardwired or set up to connect wirelessly to the router. Most routers will offer step by step instructions on setting up the equipment.

If you have fiber-optic service at your home, you connect to the Internet through an Ethernet connection. Plug your router directly into the Ethernet jack marked Data and set up devices to work hardwired or wireless from the router.

What steps can I take when my broadband service will not connect?

The first step in troubleshooting is to power down your broadband equipment.
1. Turn off your modem, router (if applicable) and computer.
2. After two minutes, turn on your modem. Allow the modem approximately one minute to boot-up; then power on your router (if applicable) and computer.
3. Open your Internet browser to see if the service is working.
If you have landline service, make sure you have dial tone on the phone jack you are using for your broadband modem. To identify the phone number that has broadband connected, dial 995 from your landline telephone to hear a recording of the phone number associated with that particular phone jack.
Check to make sure your modem is correctly and securely connected.
If you have a network (more than one computer sharing the same broadband connection), bypass the router by connecting the ethernet cord directly into your PC or laptop to see if the service will work on one dedicated computer.
If you suspect a malfunction in your leased modem or router, please bring this equipment and all cords to your nearest SkyLine/SkyBest Customer Service Center for testing.

What should I check when my broadband is cutting on and off?

Ensure you have filters on the appropriate phone jacks.
Try plugging your modem directly into the phone jack while bypassing any splitters or filters.
Bypass the router to determine if your broadband connection will remain constant while connecting with one computer or not connecting wirelessly.

Can I connect more than one computer?

Yes. You can connect more than one computer to the same broadband connection by setting up a router. See router instructions that are included with your router.

What is my Home Network Map?

My Home Network displays the devices (computers, printers, gaming consoles, etc.) that SkyBest Internet Guardian found on your Local Area Network (LAN) when you clicked “Open Network Map” or “Refresh.”

What do I do if one of my computers does not appear on the network map?

Refresh the network map.
Disconnect the computer from the network and then reconnect it.
Access the Internet from the other computer and then refresh the network map. Generating network traffic helps SkyBest Internet Guardian detect computers.
If you have a complicated home network (that includes a network firewall or several routers), My Home Network might not detect all of your computers. SkyBest recommends connecting all of your computers to the network through a single network device.
If your computers have SkyBest Internet Guardian installed, turn off the firewall temporarily and then refresh the network map.

Does my home network connect devices with wireless connections?

Yes. My Home Network detects both devices connected to your network through a wired (cable) and through a wireless connection.

What might appear on my network map?

Anything connected to your network via cable or wireless connection, including notebook and desktop computers, printers, game systems like the Sony PlayStation©, hand-held devices like the Apple iPhone©, etc. can appear on the map.

Devices other than computers will typically show up as "unknown."

SkyBest Broadband Internet Guide

Welcome to SkyBest High-Speed Broadband Internet!

This guide is designed to help make our internet easier to understand and more convenient to use.

SkyBest High-Speed Broadband Internet Guide

Why are higher speeds only available in fiber-served areas?

Copper’s capacity is far less than that of fiber. Copper can support high bandwidth for only a few hundred yards. The longer a signal travels on copper, the lower the bandwidth.

Optical fiber is unique in that it can carry high bandwidth signals over enormous distances. Fiber is also far better able to support upstream bandwidth – that is from a user to the network.