Frequently Asked Questions
Do I need a DOCSIS 3.0 modem on AFN for my connection to work?
Yes, we do require a DOCSIS 3.0 cable modem to connect to AFN. We recommend the following cable modems:
- SMC D3CM1604, D3CM1604V, or D3G1604W (all support 16 channel bonding)
- Motorola SB6xxx or SBG6xxx. The SB6183 and SB6190 support 16 channel bonding
- Arris CM820
At this time we do not support DOCSIS 3.1 cable modems.
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 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 are examples of downloading data.
I’ve heard AFN is doing ‘bandwidth capping’. What does that mean?
There are no data or bandwidth caps on AFN. AFN adheres to the principals of Net Neutrality which means we treat all data on the internet equally. We do not hinder or block any internet traffic. We also will never sell your personal information to third parties.
If I decided to use AFN as my internet connection, do you offer tech support? Do you offer an email address or other services like VOIP (Voice over Internet Protocol)?
AFN provides support for direct connect customers Monday through Friday, from 8 AM to 5 PM. We do not provide email accounts.
Our partner ISP’s offer value-added services such as extended support hours, custom email, telephone service, and cable TV service. Learn more here.
Do you offer weekend installs?
Yes, we offer installation services 7 days a week.
What is the best package/speed for streaming movies over the Internet?
Most users connect with our “Max Home” service. If you have many devices streaming and surfing the internet at the same time, we recommend our “Max Streaming” service.
What is the difference between using Ashland Fiber Network as my service provider versus using one of the partner ISP’s?
If you connect to AFN direct with the city or with one of our partner ISPs, you are connecting to the same physical plant. The only difference is, your internet bill will appear on your city utility bill.
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, 8AM – 5PM, Monday through Friday. Installations are scheduled 7 days a week and a specific time that works best with your schedule can be arranged.
What wireless router models are compatible with AFN?
AFN is compatible with most brands of routers. We prefer Netgear routers. For the faster tier services, we recommend Netgear Nighthawk routers. We also recommend securing your wireless router with a password and by using WPA2. Read more about routers here.
Do you recommend hardwired or wireless?
While wireless is more convenient, we highly recommend hardwiring devices where possible. Wireless connections are more susceptible to interference.
I want to stream content from Netflix/Amazon/Apple/Hulu. What device do you recommend?
We recommend using a streaming device, like Apple TV, Roku, or Amazon Fire TV Stick. For best performance, we do not recommend using a blu-ray player or TV.