Internet & WiFi Support
What is fiber internet and how is it different from DSL? What is the difference between a modem and a router? How does WiFi work? Find answers to your most Frequently Asked Questions below. You can also reach 24/7 Technical Support at 360-321-8324.
What is the Affordable Connectivity Program?
The Affordable Connectivity Program (ACP) is a Federal Communications Commission (FCC) program that replaced the Emergency Broadband Benefit (EBB) Program to help low-income households pay for internet service and connected devices. This investment in broadband affordability will help ensure we can afford the connections we need for work, school, health care and more for a long time.
If I previously qualified for the EBB, am I automatically enrolled in the ACP?
No. Households that qualified for the Emergency Broadband Benefit program will need to requalify for the Affordable Connectivity Program.
How much is the benefit?
The Affordable Connectivity Program will provide a discount of up to $30 per month towards broadband service for eligible households.
Do I receive the funds directly each month?
No, the Affordable Connectivity Program provides a monthly discount on broadband service of up to $30 per eligible household. Whidbey Telecom will receive the funds directly from the Affordable Connectivity Program.
Can more than one person in a household qualify?
No. The Affordable Connectivity Program is limited to one monthly service discount per household. A household is defined as a group of people who live together and share money even if they are not related to each other. If you live together and share money, you are one household. If you either don’t live together or you don’t share money, you are two or more households. You may have to answer questions about your household when you apply for the Affordable Connectivity Program (ACP).
Who is eligible for the ACP program?
A household is eligible if one member of the household meets at least one of the criteria below:
- If you or your child or dependent already receives a Lifeline benefit;
- If you or your child or dependent participates in certain government assistance programs such as SNAP, Medicaid, WIC, Federal Public Housing Assistance (FPHA), Veterans Pension or other programs;
- Based on your household income. You can receive ACP if your income is 200% or less than the Federal Poverty Guidelines (see the table below). The guideline is based on your household size and state.
The table reflects 200% of the 2022 Federal Poverty Guidelines.
Any member of your household can make your household eligible if they participate in one of the programs above. For example, if your child or dependent participates in the Free and Reduced-Price School Lunch Program or is enrolled in a USDA Community Eligibility Provision school, your household qualifies for the ACP benefit.
Can I use the funds to upgrade my service?
Yes. Talk to your provider about the plans they have available as part of the Affordable Connectivity Program.
Can I receive both ACP and Lifeline benefits at the same time?
Yes. You can also combine these benefits with other state and local benefits where available. If you are currently enrolled in the Lifeline program, you do not have to apply again for the ACP. You can apply your Lifeline and ACP benefit to the same or separate services. Speak to one of our Customer Service Reps about options to apply the discounts to your existing Lifeline service.
What is Lifeline and how do I qualify?
Lifeline is the FCC’s program to help make communications services more affordable for low-income consumers. To participate in the Lifeline program, consumers must either have an income that is at or below 135% of the Federal Poverty Guidelines or participate in certain federal assistance programs, such as the Supplemental Nutrition Assistance Program (SNAP), Medicaid, Federal Public Housing Assistance, Supplemental Security Income, the Veterans and Survivors Pension Benefit, or certain Tribal Programs. You can see if you are eligible by reviewing the information available at lifelinesupport.org (click “Do I Qualify?”).
How do I file a complaint with the FCC if I need to?
The FCC’s Consumer Complaint Center website is www.consumercomplaints.fcc.gov and the phone number is 888-CALL-FCC (888-225-5322).
What is the difference between DSL and fiber?
Fiber-optic internet is an internet connection that transfers data via fiber-optic cables. “Fiber” refers to the thin glass wires inside the larger protective cable. “Optic” refers to the way the type of data is transferred, in this case, light signals.
DSL is an internet connection delivered via the type of lines used for landline telephones. The abbreviation stands for “Digital Subscriber Line.” Telephone lines are made mostly of copper. While copper is an ideal conductor, data cannot travel as quickly via telephone lines as it can with fiber-optic systems.
What is the difference in speed?
Fiber-optic networks can deliver speeds up to 1 gigabit per second—that is the same as 1,000 megabits per second. The fastest DSL speed Whidbey Telecom offers is 50 Mbps.
Are upload and download speeds the same?
Whidbey Telecom’s BiG GiG Fiber Network is the only internet network on the island that offers symmetric upload and download speeds.
Symmetric connections have the same downstream speeds as upstream. This means that you can send a file to someone just as fast as you could receive it from them. Both cable and DSL networks are typically asymmetrical by design, which can cause frustration when it comes to sharing video, gaming, and working from home.
Is there an added benefit to the value of my home if I have fiber?
Yes, there is! The Fiber Broadband Association found that access to fiber increases a home’s value by 3.1%. The boost is roughly equivalent to that added by a fireplace, half a bathroom, or a quarter of a swimming pool. Fiber-equipped homes also sell and rent faster than average, according to surveys.
Is fiber a better option than wireless?
Fiber is a long-term investment that facilitates wireless, but wireless is not a replacement for a full fiber-to-the-home network.
*For more commonly asked questions regarding fiber internet, visit The BiG GiG Fiber Network page here, or call our Fiber Sales Team at 360-321-1122, option 3.
What is the difference between a modem and a WiFi router?
A modem physically connects your home to the internet, while a WiFi router connects devices to the internet and each other wirelessly. You need a modem to access the internet, but you don’t necessarily need a router.
It’s easy to get the two devices mixed up—many people use the terms interchangeably, and some modems have built-in WiFi routers.
What kind of WiFi router should I be using?
Whidbey Telecom offers a Managed WiFi solution for your home. Contact Customer Service at 360-321-1122 to learn more.
If you prefer to use your own router, make sure it can support your devices. Many products conform to the 802.11 wireless standard. Standards are always being updated, much like the way software is updated in a smartphone or on your computer; letter designations (a/b/g/n/ac) are used to differentiate the versions. We recommend the 802.11ac standard, which can support most modern consumer devices.
If you are on our fiber network, make sure your router is gigabit compatible. Check the manufacturer’s website to review their specifications.
Is one router enough for my home?
Most routers can support a one-story single-family home; however, the signal is strongest in the room where the router is located. Every concrete wall the signal travels through weakens it further. If you have a large or two-story home, you may want to consider installing multiple access points.Most routers can support a one-story single-family home; however, the signal is strongest in the room where the router is located. Every concrete wall the signal travels through weakens it further. If you have a large or two-story home, you may want to consider installing multiple access points.
Where should I position my router?
Place the router in the middle of your house so the signal is equally distributed across your home. Elevate your router; you’ll get better reception if the router is on a desk, rather than the floor. You should also pay attention to the kinds of materials nearby. Signals can travel through a wood desk easily, but metal will obstruct the signals.
How do my devices affect speed?
Most new routers can support several devices, including computers, tablets, phones and even appliances. However, every device connected to your network will decrease your bandwidth a portion, especially over WiFi.
The age and condition of each device makes a big difference. Your WiFi speed will downgrade to accommodate the oldest, least efficient device on your network, which in turn affects the speed of every other connected device.
Streaming videos and downloading large files such as photos requires more bandwidth and may slow down your network as a result. Some applications on your mobile devices burn through data even when you’re not using them—they may be downloading updates or advertising content. Be sure to close applications as you finish them. Cloud backup applications that auto-sync, such as DropBox or photo syncing, are also big data hogs.
What is the difference between WiFi and Wireless?
Wireless is service you have with the cellular data plan purchased with your cell phone service. WiFi is the signal that a router provides as it connects your internet modem to create your home network.
A wireless connection has a much larger range than a WiFi connection. You can utilize a wireless connection from any location where you receive a signal from your cellular phone provider. The range of a WiFi connection is much more limited.
It can be difficult understanding all the tech talk and terminology out there. Especially with new products and advancements happening almost daily. Here’s a breakdown of some of the most common internet terms you may come across.
What is an ISP?
An ISP (Internet Service Provider) is the company, such as Whidbey Telecom, that brings the internet to your home or business.
What is a modem?
A modem and a router are two of the most common devices found in a home network setup. Both devices are essential for a functioning home network; however, it can be challenging to understand the difference between a modem and a router as both devices have similar functions.
A modem, which stands for “modulator-demodulator,” is a device connecting your home to your ISP through a physical connection. The type of modem differs depending on your internet connection. Whidbey Telecom provides two types of modems: one for fiber service and the other for DSL.
What is a router?
While a modem brings the Internet indoors, a router distributes (or routes) the signal to the devices in your home. The router connects all devices on your home network and allows them to communicate. It also allows those devices to connect to the internet, without a lot of cumbersome wires and cables.
You need a modem to access the internet, but you don’t necessarily need a router. You can use an ethernet cable to connect each device to the internet, but that keeps you tethered to one location.
What is bandwidth?
Speed and bandwidth are often talked about as if they are the same thing. Internet bandwidth refers to the maximum amount of data that can be transmitted over a network in a given amount of time. The higher the bandwidth, the more activity you can process at once.
What does broadband mean?
Broadband is the transmission of wide bandwidth data over a high-speed internet connection. Broadband technologies include fiber-optics, coax cable, DSL, wireless, and satellite.
What is DSL?
DSL is an internet connection delivered via the type of copper lines traditionally used for landline telephones. The abbreviation stands for “Direct Subscriber Line.” While copper is an ideal conductor, data cannot travel as quickly via telephone lines as it can with fiber or cable.
What is fiber internet?
Fiber-optic internet is an internet connection that transfers data via fiber-optic cables. “Fiber” refers to the thin glass wires inside the larger protective cable. “Optic” refers to the way the type of data is transferred, in this case, light signals.
What is streaming?
Streaming refers to any media content (music, podcasts, movies, etc.) delivered to any internet-connected device (computers, mobile phones, Smart TVs, etc.). Hulu, Netflix, YouTube, Sling, Spotify, and Amazon Prime Video are all examples of streaming services.
What is phishing?
Phishing attacks attempt to steal sensitive information through emails, websites, text messages, or other forms of electronic communication. They often look to be official communication from legitimate companies or individuals. The phishing site typically mimics sign-in pages that require users to input login credentials and account information. The fake site then captures the sensitive information as soon as the user provides it, giving the attackers access.
For more information on how to recognize and respond to phishing attempts, read our blog article here.
