Internet Frequently Asked Questions (FAQs)

*Click on the topic to display the answer/explanation!

[+] I want to purchase my own modem. What cable modems are supported on your system?
If you choose not to rent a cable modem from us, then you can reference the list below when making purchasing decisions for a cable modem. We only support Docsis 3.0 cable modems. Older Docsis 2.0 cable modems will result in speed issues, newer Docsis 3.1 may result in unstable connection.
Supported cable modems:
  • Arris CM3200
  • Motorola SB6190
  • Most Motorola and Netgear Docsis 3.0 Modems

Cable modems that are NOT supported (or may be unstable) on our system:
  • Netgear CM400
  • Netgear CMD31T
  • Netgear C6300
  • Motorola 5100 - 5101 or any Docsis 2.0 Modem
  • Arris SB8200, CM8200, or any Docsis 3.1 Modem
[+] What do the lights on my modem mean?
**The information provided below is a summary of most common meanings for the lights - The actual meanings can vary per device per manufacturer. Typically, there are two quick details you can check: Are there three solid lights? Is the PC activity/link light on the back of the modem flashing? If the answer to either is no, contact support.
  • Power: This is most often the top light - means that the modem has power.
  • Upstream & downstream: These lights represent that the modem has bonded with the cable system.
  • Online: This means that the modem has received its provisioning packet and is ready to pass packets to the BCI internet gateway device
  • Link/PC activity: This light means that the modem detects the connected device
[+] Help! I cannot access the internet. What can I check before I call BCI?
Troubleshooting on your own is not necessary, our internet support technicians are happy to guide those in need of help. That said, if you would like to try a few things before calling then continue reading.
  • If you have a wireless router: Try power-cycling the wireless router and cable modem. Unplug the power cable from the back of both devices, restore the power to the cable modem first. After you see three solid lights on the front of the modem, restore the power to the wireless router. Check for internet connectivity. - If you still cannot access the internet, contact our internet support team here.
  • If your computer is connected directly to the modem and you are having internet connectivity issues: try restarting your computer and if that does not resolve the issue, contact support.

[+] What do I need to be able to get more than one computer online?
Typically, a wireless router would best fit one's needs. Wireless routers are sold at several local and online retailers. *Note: A DSL (such as one from AT&T) router is not compatible with our system.

[+] My computer does not have an anti-virus program, is there an anti-virus program BCI recommends?
No, BCI does not recommend a particular anti-virus program nor does it provide one. We only recommend that you have an anti-virus program installed and that it be kept up to date. There are several free anti-virus programs available; a few are listed below:

[+] My computer is infected with a virus, how do I remove it?
Unfortunately, due to the depth that a virus can infect a machine and the destructive nature of viruses, our internet support technicians cannot remove viruses - we always recommend seeing a PC specialist when your computer has been infected by a virus.

[+] I want to setup email on my computer, what program do I use and how do I set it up?
There are several free 3rd party email clients. Some are listed below. *BCI is not affiliated with the applications or the developers of these applications. For information about setting up these clients, please visit our email setup page.

[+] My connection seems slow, what can I do?
A slow internet connection can be caused by a variety of issues. If your connection seems slow, follow this procedure to pinpoint the issue:
*You may stop following the procedure if your speed shows what you are provisioned for.
**Run the test multiple times at each point during the procedure to ensure precision.
  1. Confirm that you are receiving near the speed that you are provisioned for here
  2. Disable anti-virus and firewall applications
  3. Connect your computer directly to the modem (bypass router).
  4. Scan your computer with an anti-virus/anti-spyware application
If the test still shows that your speeds are not at the provisioned rate, contact BCI support here.

[+] How can I make sure that my computer is secure?
There are a few simple things that you can do to keep your network secure.
  • Use a router and put all of your devices "behind" it. The key to securing your network is to make breaking in more difficult than its worth. The only way to do this is through multilayered security. Your router's firewall supplements your computer's in-built firewall to effectively make your network less appealing to hackers.
  • To ensure that hackers cannot bypass your router's firewall by connecting to your Wi-Fi, make sure that your wireless is secured with WPA2 AES encryption.
  • Implement anti-virus protection on all computers on the network.

[+] BCI emphasizes the use of WPA wireless security. What is it and why?
Wireless security is very important. It keeps neighbors from using your network to download illegal content. It also helps keep your devices and personal information secure from anyone with mal intent near enough to your Wi-Fi to pick up its signal. If you had to enter a password to connect your computer to the wireless then your Wi-Fi is already secure. Having wireless security in general is great; however, the best encryption type is WPA2. Some older routers may only support WEP security (an old encryption method that is compromised very easily) and probably did not come with security pre-configured. Some of you that are reading this are thinking that you dont remember setting up wireless security on your router or computers. Stay calm, it may be that it was so long ago that you connected to your Wi-Fi for the first time that you don't remember having to enter the password. Typically, you will only be required to enter the password once. If you do not remember setting up wireless security on your router, it may be that the router came with wireless security pre-configured. You can normally look at the label on your router and find wireless security information there. If you are sure that your Wi-Fi is unsecured, then it is a good idea to secure it. Here are some general guidelines: configure the SSID (the name of your wireless) as whatever you'd like, for example: John-house. Configure the security type as WPA2-PSK using AES as the method. Configure the PSK (pre-shared key) following general password guidelines. Only distribute the key to those that you would like to allow access to your wireless network. Refer to your routers user guide or mobile app for help in the process.

Some links to help out by manufacturer.

[+] What is Phishing?
Phishing is a common online scam designed to trick you into disclosing your personal or financial information for the purpose of financial fraud or identity theft. Con artists might send millions of fraudulent e-mail messages that appear to come from Web sites you trust, like your bank or credit card company, or ISP and request that you provide personal information. Click here for more information.