- Check for a known outage. Visit our Service Alerts page first. If we’re working on an issue in your area, it’s posted there; no call needed. You can also consult the full list of Internet FAQs for common solutions.
- Restart your router. Unplug its power cord, wait 15 seconds, and plug it back in. Give it a full minute or two to reboot, then try connecting again. If you have the CommandIQ app, you can also reboot your equipment from your phone if you are not on site.
- Restart your other internet equipment. Fiber customers: the small box where the fiber enters your home (the ONT) can be power-cycled the same way. If you have a separate modem, restart that too.
- Restart the device that’s having trouble. Sometimes the problem is the computer, TV, or phone, not the connection. A quick restart rules that out.
Still down? Call us. Reach Technical Support 24/7. Call 888-826-4211 or text 435-263-0083. If possible, be near your equipment when you call; we can run diagnostics remotely and often fix the problem without a technician visit.
Several factors can affect the speed of an individual device. To test your connection speed, it’s best to run a test from your modem/router connected directly to the Internet coming into your home. Use the Bandwidth Test on the mobile CommandIQ app to start a test from your Internet equipment.
Don’t have CommandIQ yet? Use our online speed test to check your current internet speed.
Your Wi-Fi speeds can be impacted by many factors. Consider the following:
- What is the maximum speed the device you’re using will support? If you’re using a Gig Internet connection, most mobile devices are not capable of achieving 1000 Mbps over WiFi with today’s wireless technology.
- Is there a chance you have a virus or malware on your device?
- Do you have other applications running on your device when you’re running the speed test?
- How far are you from the wireless signal? Do you have a good signal? Are there walls, mirrors, or appliances between your router and your device that could be interfering?
- Have you power-cycled your router recently? Power cycling your router helps remove interference, allowing your router to choose the best channel as it resets.
- Are there any older devices connected to the Wi-Fi, like old iPads, phones, wifi printers, or gaming consoles? Older devices use slower Wi-Fi standards, and the network may slow down to stay compatible with them, reducing speeds for newer devices
All of these things may cause slower speed test results over Wi-Fi.
We’re working to build out fiber to more and more communities. If fiber isn’t available in your area, it may be because SC Broadband already has existing cable or wireless facilities in the area. Or we simply have not been able to deliver fiber to your area yet. Let us know you’d like fiber in your area by completing a fiber service request form.
It depends on how many people and devices are using your connection at once. Whether your service is delivered over our fiber, cable network, or fixed wireless, a couple who streams and browses will do great on our standard plans. A household with remote workers, online gamers, 4K TVs, and a house full of smart devices is exactly what Gig Internet is built for. And our fiber plans go all the way up to 8 Gig symmetrical, meaning your upload speed matches your download speed, which matters for video calls, cloud backups, and sharing large files.
Not sure? Call 888-826-4211 or text 435-263-0011 and tell us how your household uses the internet. We’ll recommend the right plan for your home.
Yes. CommandIQ supports a primary account plus a secondary admin, so two people, like both parents, can each have their own login and manage the network from their own phones.
To add a second admin: the primary account holder opens the CommandIQ app, tap settings icon, tap Accounts & Admins, tap Add Admin, and enters the name and email address of the person to add. They’ll receive an invitation to set up their own login with full access to network controls.
A couple of things to know: only the primary account holder can send the invitation, and if both admins change the same setting (like a screen time schedule) at the same moment, the most recent change wins, so it’s worth a quick conversation before adjusting the kids’ schedules. Need help setting it up? Call 888-826-4211 or text 435-263-0083.
CommandIQ is the free app for managing your SC Broadband WiFi. Think of it as a remote control for your whole home network. From your phone, you can:
- See every device connected to your network by name, and remove any you don’t recognize
- Change your WiFi name and password in seconds, no call required
- Set up a guest network and share it by text or QR code, keeping your main network private
- Run a speed test directly from your router for the most accurate results
- Pause the internet for one device, one person, or the whole house
- Reboot your equipment without touching a cord
Want more? Add ProtectIQ for network-wide security that blocks viruses and malicious sites at the router, or ExperienceIQ for parental controls with screen time limits, content filtering, and a profile for each family member.
They’re $6/month each or $10 for both, and you manage everything inside the same app. Learn more about CommandIQ
Download CommandIQ free on the Apple App Store or Google Play. Need help setting it up? Call 435-263-0000 and our local team will walk you through it.
Check our Service Alerts page. We post known outages and maintenance there, along with estimated restoration times when we have them. You can also follow us on Facebook for updates during larger events. If nothing is posted but your service is down, try the troubleshooting steps above, then call Technical Support 24/7 at 435-263-0000. Reporting your outage helps, and sometimes you’re the first to tell us something’s wrong.
Open the CommandIQ app, tap network, tap your network name, and select Edit Network. You can change your network name (SSID) and password right there. The change takes effect within a minute or two, and every device in your home will need to reconnect using the new password. Don’t have the app yet? Download it free from the Apple App Store or Google Play, or call 888-826-4211 or text 435-263-0083, and we’ll change it for you.
Our fiber network typically stays up during a power outage, but the equipment in your home (your router and the fiber box on your wall) needs electricity to work. If you want internet during outages, plug your SC Broadband equipment into a battery backup (UPS), available at most electronics retailers for $50–100. Even a modest UPS can keep your connection running for an hour or more—enough to stay in touch, check outage updates, or finish that video call. If you have SC Broadband voice service over fiber, see our Voice & Phone FAQ for information about the phone battery backup.
You can, but we recommend our equipment, and here’s why. The router we provide is a carrier-grade system built on the latest WiFi technology, engineered specifically for our fiber network, and rated to handle our fastest speed tiers. Just as important, it’s what makes the whole SC Broadband experience work together:
- The CommandIQ app only works with our equipment, that’s your guest WiFi, device management, speed tests, and one-tap pausing
- ProtectIQ and ExperienceIQ – our network security and parental control services, run on our router
- Remote support: when you call us, we can see your equipment, run diagnostics, and often fix problems in minutes without a technician visit. With a customer-owned router, our visibility ends at the wall, and troubleshooting is often on you past our equipment
If you bring your own router, your internet will work, but you’ll lose the app, the add-on services, and most of our ability to help when something goes wrong. Questions about your setup? Call 888-826-4211 or text 435-263-0083.
WiFi is a radio signal, so placement matters more than most people think. For the strongest coverage:
- Central and elevated: put the router near the middle of your home, on a shelf or table, not on the floor, and not in a corner
- Out in the open: closets, cabinets, and entertainment centers choke the signal
- Away from interference: microwaves, cordless phones, baby monitors, large metal appliances, mirrors, and fish tanks all weaken WiFi
- Near where you use it most: if your home office is upstairs, a hallway shelf upstairs may beat the perfect spot downstairs
Still have dead zones in a larger home? Call 888-826-4211 or text 435-263-0083, and we can talk through whether a mesh extension unit makes sense for your layout.
Both are built into the CommandIQ app as affordable add-ons:
ExperienceIQ gives every family member their own profile with screen time limits, scheduled offline hours (like bedtime or dinner), content filtering by age, safe search, and a view of usage history, all managed from your phone. Learn more about ExperienceIQ
ProtectIQ is security for your whole network. It blocks viruses, ransomware, and malicious websites at the router, before they ever reach your devices. That includes the devices you can’t install antivirus on, like smart TVs, thermostats, and WiFi cameras. Learn more about ProtectIQ
Each is $6/month, or get both for $10. Call 888-826-4211 or text 435-263-0011, and we’ll set you up.
Intermittent drops are usually different from a full outage, and often WiFi-related rather than a connection problem. Work through these:
- Is it every device, or just one? If just one device drops, the problem is likely that device; restart it and check for software updates.
- Does it happen in certain rooms? That points to WiFi signal strength. See our router placement tips above.
- Restart your router if it’s been running for weeks. This clears interference and lets it choose the best wireless channel.
- Check for crowding: older devices on your network can slow things down for everyone, and dozens of devices competing at once can cause hiccups. Use the CommandIQ app to see what’s connected.
Still dropping? Call 888-826-4211 or text 435-263-0083. Recurring drops can indicate an equipment or line issue on our end, and we can check your connection history remotely to spot patterns you can’t see.
Yes. Static IPs are available for customers who need them, commonly for remote access to security cameras or home equipment. Most households don’t need one; a standard non-static IP address covers everyday internet use. If you think you need a static IP, call 888-826-4211 or Text 435-263-0011, and we’ll go over options and pricing.