For Support Contact:

Phone:
541-552-2244
Email:

Monday - Friday
8 am - 5 pm

Frequently Asked Questions:


About Our Service


What are your terms of service?

Our acceptable use policy can be found at here



Technical


Do I need a DOCSIS 3 modem on AFN for my connection to work?

We highly recommend a DOCSIS 3 modem, specifically the Motorola 6xxx series (SB6121 or SB6141). While we continue to support DOCSIS 2 modems, we feel users will have a better online experience with the newer technology.


I think my neighbor is slowing down my connection and using my internet through my wireless router. How do I stop that from happening?

We highly recommend that customers secure their wireless networks with WPA or WPA2 encryption. Please consult the manual of your wireless router for specific instructions. If you misplaced your manual, it should be available online at the manufacturer’s website.


I’m confused about the terms UPLOAD and DOWNLOAD. Can you tell me what this means?

Uploading is when you are transferring data from your computer to the internet. For example, sending an email or uploading a photo to a website. Downloading is when you are transferring data from the internet to your computer. Watching a video or surfing the internet primarily uses download.


I’ve heard AFN is doing ‘bandwidth capping.’ What does that mean?

Following industry standards implemented a couple years ago, AFN implemented bandwidth caps in 2011 to prevent abuse on the network. 95% of our customers will not be affected.


If I decided to use AFN as my internet connection, do you offer Tech Support?” How about an email address?

AFN supports customers going ‘direct’ via our AFN Help Desk, 541-552-2400, Monday through Friday, 8AM – 5:30PM. No email accounts--you can carry a previous one over like a Gmail account--or virus protection is available through AFN for direct connect customers. After hours or weekend support is not available for AFN direct customers requiring help over the telephone. Our four retail providers do offer limited after hours and weekend support plus other features they offer their customers and you’d need to check with them for hours, other details.


Someone told me AFN shuts down people’s connections if they do illegal activity on the internet. Is that true (DMCA notices)? What’s illegal?

AFN’s policy is to respond to clear notices of alleged copyright infringement. Occasionally, AFN does receive Digital Millennium Copyright Act (DMCA) notices. When a computer on AFN is seen either downloading or uploading copyrighted material, AFN receives a notice from the copyright holder. We are obligated to serve the notice to the owner of the cable modem. This does not infer that the owner of the cable modem is guilty of downloading copyrighted material. When we serve these notices, your internet traffic will be redirected to a web site with a copy of the allegation along with the evidence. The evidence includes a snippet from our log files showing the modem was online during the alleged infraction. Before being allowed online, you will be required to acknowledge the accusation as well as agree to the terms of service on AFN. You are not admitting guilt. If we receive more than 3 notices for a cable modem we will contact you directly.


What is the best package/speed for streaming movies over the Internet?

We recommend Preferred or faster for heavy media users.


What is the difference between using Ashland Fiber Network as my internet connection vs. going with one of the four Internet Service Providers?

Some Ashland residents have chosen to go directly with AFN as their internet provider. Our new website gives AFN customers the capability to choose Ashland Fiber Network as well as any of our ISP-Retail Partners as their internet provider.


What modems work best on AFN?

We recommend purchasing a Motorola Surfboard 6xxx series cable modem (SB6141, SB6120, SB6180) they are high quality modems that have worked on our network without problems. For the best performance on our network, make sure your modem is compatible with DOCSIS 3.0. DOCSIS 3.0 modems allow our network to distribute your bandwidth better for a more consistant connection.


What should I do if I have an outlet available at my residence and it doesn’t work for internet?

All customers signing up for Ashland Fiber Network internet service will need an active coaxial cable outlet activated. Call our AFN Customer Service Division to schedule an appointment at 541-552-2222, 8:30AM – 5PM, Monday through Friday. Installations are scheduled Monday through Friday and a specific time that works best with your schedule can be arranged.


What wireless router models are compatible with AFN so I don’t have to run CAT5 wires between my computers?

AFN is compatible with most brands of routers. We recommend any of the major brands: Linksys, Netgear, D-Link, etc. We also recommend securing your wireless router with a password and by using either WPA or WPA2.


 

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