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Frequently Asked Questions
General Questions
How does it all work?
UBB's Internet Service is a wireless service. We place a small antenna (it looks like a satellite dish) 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. You'll connect your computer or router to a physical wire.
Do I need an ISP Service if I sign up with Utah Broadband?
The short answer is No. The acronym "ISP" stands for "Internet Service Provider". When you sign up with UBB, we are
your Internet Service Provider. Some people that have used DSL may be used to paying one fee to the phone company and another
fee to the ISP. This is because DSL uses your phone line to connect to the Internet. The phone company charges for the
extra use of the line and the ISP charges you for your bandwidth and other Internet usage. UBB owns its network so there
is no need to pay an extra fee to the phone company. With UBB, you won't have to worry about two separate companies or two
separate billing cycles. Utah Broadband makes it easy.
Can I keep my old email address?
If you have an email address that you like, you can continue using that email address with your UBB service. However, you must
make sure your email address provider will allow you to keep your email address if it is from another ISP. Sometimes you must
pay that ISP extra to keep your email address.
What hardware do I need?
You will need a network card installed in your computer. Most new computers (2005 or newer) come with network cards pre-installed.
If you're not sure if you have a network card, you can contact your computer manufacturer or you can take a look at the back of your
computer yourself! A network card will have a jack on it that looks like a phone or modem jack, but a little bit larger. If you
have one of these, then you're set! If you don't have a network card, you'll need to purchase one and have it installed. They can
be purchased for under $20.00 at just about any local computer store. Many stores also offer installation services.
Do I need any special software?
No special software is needed to use UBB's service.
How does the Installation work?
A qualified UBB technician will install a small antenna on your premise (home or building). He will run a Cat-5 network cable from the
antenna to a predetermined location in your home or office. He will attach that Cat-5 cable to your router or computer and
configure the equipment to connect to the Internet. The entire installation usually takes approximately 2 hours.
Weather and obstruction issues
Wireless Internet access requires a "line-of-site connection" from your house to one of our towers. This means that any large
trees, buildings or other obstructions will cause an interruption of service. Weather will not cause a degradation of service, even
in very severe storms. Your connection will remain stable even during winter months or other stormy periods.
How do I know how fast my Internet is running?
Many customers like to see a how fast their connection is. You can go to our website and click on the Speed Test option to test
your connection. Other speed tests are available at other websites. But remember, your speeds may vary depending on a variety
of conditions including your internal network traffic, global Internet conditions, bandwidth availability at the test site you use,
etc. These are circumstances that Utah Broadband cannot control.
What is UBB's service compatible with?
Everything! This includes Xbox Live, company and personal VPN's, 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.
Technical Support
How can I stop those annoying popups?
Popup advertisements can be annoying and, at times, offensive. The best tool that we've found for stopping popups is the
free "Google Toolbar". This simple to use program adds a search toolbar to Internet Explorer and comes bundled with popup
blocking functionality. To download and install the Google toolbar, just go to
http://toolbar.google.com/
Why is my computer running slow?
The most common reason for this is that you have a virus or spyware running on
your machine. You can check the virus and spyware links included on this site. If that doesn't
help, you should have your computer looked at by a computer repair professional.
Email Setup
UBB Webmail
You can use the webmail at any time but it's best for use when you're on the road or otherwise away from your computer.
Some people may wish to use the webmail all the time, although we don't recommend it. For full-time use, we recommend an email
program such as Outlook, Outlook Express, Mozilla Thunderbird or Eudora.
IMPORTANT: If you are having trouble logging in, please check your username and password. Remember, your username is your
FULL EMAIL ADDRESS.
Outlook 2003
After you have set up your email account with Utah Broadband and received your password, follow the steps listed below:
- Open Outlook by either double-clicking the Outlook icon on your desktop or by going to Start > Programs > Outlook.
- Click on Tools > E-mail Accounts... in the main menu.
- A dialog box entitled "E-mail Accounts" will open. Select "Add a new e-mail account" then click Next.
- Next select the server type. Your server type is POP3. Click Next to continue.
- You can now enter all your account information. Enter Your Name as you want it to appear to people who receive your emails. Enter your full email address. Next enter your User Name and Password. Your username will be your full email address. Finally, enter mail.utahbroadband.com for both the Incoming mail server and the Outgoing mail server.
- Before you click Next, click on More Settings.... Another dialog box will appear. Click on the Outgoing Server tab and select "My outgoing server (SMTP) requires authentication". Click OK to close the box.
- Now click Next then Finish. Congratulations! You're done.
Outlook Express
After you have set up your email account with Utah Broadband and received your password, follow the steps listed below:
- Open Outlook Express by either double-clicking the Outlook Express icon on your desktop or by going to Start > Programs > Outlook Express.
- Click on Tools > Accounts in the main menu.
- A dialog box entitled "Internet Accounts" will pop up. Click on Add > Mail on the right hand side of the dialog box.
- Another dialog box entitled "Internet Connection Wizard" will appear. Enter your name as you want it to appear to people who receive your emails. Then click Next.
- Enter your email full email address in the box provided. Then click Next.
- The next box asks for your incoming and outgoing mail servers. Your incoming server is a POP3 server Both your incoming and outgoing servers will be mail.utahbroadband.com. Once you have entered this information, click Next.
- Now enter your account name. Your account name will be your full email address. Once you have entered your email address and password, click Next.
- You are now done with the Internet Connection Wizard. Click Finish to proceed.
- You will now see the dialog box entitled "Internet Accounts" that you opened in the second step. Select the account you just created and press the Properties button on the right hand side.
- The properties should now open up. Click on the Servers tab at the top of the dialog box then mark the check box labled "My server requires authentication". Click on OK to apply your settings and close the properties.
- Congratulations! You're done. Click on the Close button to finish.
iPhone and iPod Touch
After you have set up your email account with Utah Broadband and received your password, follow the steps listed below:
- Open the Settings application on the main screen.
- Select mail, contacts, calendars, and then select add account once that opens.
- Choose the other option, type the name in that you would like to associate with the account, email address, and password.
- Fill out the incoming mail server information, host name is mail.utahbroadband.com. Also fill out the username and password, use the full email address.
- Fill out the outgoing server the same as the incoming, don't use SSL and authentication is password.
- Now click return then Save. Congratulations! You're done.
Mac Mail
After you have set up your email account with Utah Broadband and received your password, follow the steps listed below:
- Open Mail (click it on the Dock or open it from the Applications folder).
- If the "Welcome to Mail" assistant does not appear, choose Add Account from the File menu.
- You can now enter all your account information. Enter Your Name as you want it to appear to people who receive your emails. Enter your full email address. Next enter your User Name and Password. Your username will be your full email address. Finally, enter mail.utahbroadband.com for both the Incoming mail server and the Outgoing mail server. Note: Your email account password will be stored in Keychain and used automatically to login to your email account when you open Mail.
- Enter your Incoming Mail Server, User Name and Password. Click on Continue to proceed.
- Enter the Outgoing Mail Server details, select "Use Authentication" and enter your User Name and Password. Click Continue to proceed.
- Click "Create" to complete the process. Congratulations! You're done.
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