Frequently Asked Questions

You have questions. We have answers. And if you need further assistance we are available 8am - 4:30pm Monday - Friday @ 1.866.785.3131

Check to make sure all the wires are properly connected, and the power supply is plugged in and operational.  Also, you may try restarting your computer or router.  If the problem persists, please call tech support at:  1-877-826-7111.

No, your Internet service will not work during a power outage unless your home is equipped with a back-up power generator.

Click on the link below and you will be redirected to NEP’s local speed test server.  An upstream and downstream connection speed will be provided. Caution: Using other speed test servers may not provide accurate results.

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There are many variables that can affect Internet speed including the version or type of computer hardware and software you are using, the type of wireless router used, the number of in-home devices and the particular websites being accessed.

Although internet speeds are not guaranteed, NEP’s fiber optic network provides superior capabilities when compared to the offerings of the cable, satellite and DSL providers.  In most cases, NEP will deliver the advertised upstream and downstream speed when testing to the NEP speed test server.

Wi-Fi is a wireless networking technology that uses radio waves to provide wireless high-speed Internet and network connections within the home.

The location of the your wireless router is key to good signal coverage, but the Wi-Fi signal can also be affected by microwave ovens, cordless phones, and florescent lights.

Managed Wi-Fi is a service where your wireless router is provided, managed and supported by NEP for a nominal monthly fee.

Check to make sure your TV and Set-Top Box are powered on, and verify that the correct input source is selected.  If your TV or STB are connected to a home theater system, be sure it is powered on as well.  Also, check to make sure all cables are securely connected.

Unplug your box from the electrical wall outlet, wait 30 seconds and plug it back in.  This will reboot the box.  If your service is not restored within 5 minutes, please call NEP technical support.

No.  The set-top boxes provided by NEP support both Standard Definition (SD) and High Definition (HD) signals.

The amount of recorded content will vary depending upon the type of shows that are being recorded and whether the recorded content is in High Definition (HD) or Standard Definition (SD) format.  HD content requires more space or storage than SD content.  Tools are available in the DVR menu to help you manage your available recording storage space.

The Restart TV is a service allows NEP’s subscribers to restart a TV program that is already in progress.  This service is included in Ultimate TV offerings at no charge.

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TV Everywhere is a service that allows NEP’s subscribers to view a portion the channel line-up via computers, tablets or wireless devices.  This service is included in both the Preferred and Ultimate TV offerings at no charge.

No.  NEP’s TV pricing strategy is simple and unique with no hidden fees.  There are absolutely no additional charges except an outlet fee if you want more than 4 TV outlets and applicable regulatory franchise fees or taxes that may apply.  There are no additional fees for set-top boxes, local broadcast channel fees, sports channels, HD service fees, etc.

No, NEP’s phone service is delivered over a fiber optic network and is similar to a traditional landline phone offering provided by the telephone company.

Perhaps. Your NEP provided Network Access Device requires electrical power to operate; therefore, your phone service will not work during a commercial power outage unless you have a battery back-up.  In compliance with FCC rules, NEP will provide you your options regarding back-up power when you sign-up for the service or during annual notifications.

Please click the link below for more information on Battery Back-up.

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Voicemail, Caller ID, Call Waiting, Call Waiting/Caller ID and Call Forwarding