Internet Access

Resources to help secure your home Internet access

Gilmour Academy understands that it is a very difficult time right now. In efforts to making life a tiny bit easier for our students, faculty, and staff, The Academy has compiled a list of the most commonly used residential and wireless internet providers in the Cleveland area. Please look through the list to find what each provider is doing to help their customers, self-service and tele-troubleshooting options, and free Wi- Fi hotspot information.

The following information was gathered by reviewing companies' websites. Gilmour Academy has not reviewed this information for accuracy or applicability and is therefore not endorsing or recommending the use of any particular product or service listed above. You should carefully read the terms and conditions of each company’s offerings and should make the decision that best meets your individual needs, financial abilities and technological capabilities.

AT&T

Action Plan

To help their customers and communities get through this:

  • Last week, AT&T announced that they are suspending broadband usage caps for home internet customers. That means no overage fees while people are home using more data.

  • They’re keeping public Wi-Fi hotspots open for anyone who needs them.

  • They continue to offer internet access for qualifying limited-income households at $10/month through their Access from AT&T program.

  • AT&T won’t terminate service of any wireless, home phone or broadband residential or small business customer due to an inability to pay their bill as a result of the coronavirus pandemic – and they’re waiving late payment fees for those customers.

  • They are underwriting expenses for a “one-stop” resource center to support eLearning Days from the State Educational Technology Directors Association. It’s available to help all educators handle school closings and virtual learning.

  • FirstNet teams are working closely to keep first responders stay connected.

Troubleshooting

Spectrum

Action Plan

To ease the strain in this challenging time, beginning Monday, March 16, Spectrum committed to the following:

  • They will offer free access to Spectrum broadband and WiFi for new K-12 and college student households that the network currently passes for the next 60 days.

  • They'll partner with school districts to make sure local communities are aware of these tools to help students learn remotely.

  • They'll open their WiFi hotspots across their footprint for public use.

  • They'll continue to offer Spectrum Internet Assist, their high-speed broadband program to eligible low-income households.

Troubleshooting

  • Download the My Spectrum App to manage your account, troubleshoot service and more.

  • Use Spectrum.net to manage your account and troubleshoot service.

  • Spectrum Mobile customers can visit mobile.spectrum.com/support or download the Spectrum Mobile Account App for support and account management.

  • If you need to get new equipment or swap existing equipment, in most cases they can ship it to your home for self-installation.

Free WiFi

Sprint

Action Plan

They’re supporting customers by:

  • Providing Unlimited data for 60 days to customers with metered data plans (effective 3/18)

  • Giving 20 GB of free mobile hotspot to customers with hotspot-capable devices (effective 3/18)

  • Waiving per-minute toll charges for international long-distance calls from the U.S. to CDC- defined Level 3 countries (effective 3/17)

They’re keeping their stores safe by:

  • Increasing cleaning and sanitization efforts

  • Instructing employees to follow CDC guidelines on hygiene

  • Changing store hours and closing certain stores to comply with local public health guidelines

They’re keeping you connected by:

  • Working with T-Mobile to give you access to their network, so you can get more coverage nationwide

  • Adding more capacity to support increases in usage demand

  • Continuing to monitor, optimize and protect their Network

  • Encouraging customers to enable Wi-Fi calling on their devices

Troubleshooting

WiFi

Turning on Mobile Hotspot varies by device manufacturer.

  • Apple: Settings > Personal Hotspot

  • Samsung: Settings > Connections > Mobile Hotspot and Tethering > Mobile Hotspot

  • LG: Settings > Network & internet > Tethering > Wi-Fi Hotspot

  • Google: Settings > Network & internet > Hotspot & Tethering > Wi-Fi Hotspot

  • HTC: Settings > More > Hotspot & Tethering > Portable Wi-Fi hotspot

  • One Plus: Settings > Wi-Fi and Internet > Hotspot & Tethering > Wi-Fi Hotspot

Set up Wi-Fi Calling varies by device manufacturer.

  • Apple: Settings > Cellular > Wi-Fi Calling > Wi-Fi Calling on this iPhone

  • Google: Settings > Network & internet > Mobile network > Advanced > Wi-Fi Calling

  • HTC: Settings > Wi-Fi Calling

  • LG: Settings > Network & internet > Voice networks > Wi-Fi Calling

  • OnePlus: Settings > Wi-Fi and Internet > Wi-Fi Calling

  • Samsung: Settings > Connections > Wi-Fi Calling

T-Mobile and Metro

Action Plan

T-Mobile recognizes customers are relying on their network to ensure they have critical connections with family, loved ones, and emergency service providers. Keeping you connected is their top priority.

  • Starting now ALL current T-Mobile and Metro by T-Mobile customers have unlimited smartphone data for the next 60 days (excluding roaming).

  • They're providing all T-Mobile and Metro by T-Mobile customers an additional 20GB of mobile hotspot/tethering service for the next 60 days coming soon.

  • They're working with their Lifeline partners to provide customers extra free data up to 5GB per month over the next two months.

  • They're increasing the data allowance, at no extra charge, to schools and students using the EmpowerED digital learning program to ensure each participant has access to at least 20GB of data per month for the next 60 days.

  • They are offering free shipping for device orders until May 13th.

  • To help you stay connected to family and friends abroad, they are currently offering free international calling for all T-Mobile and T-Mobile for Metro customers to landline (and in many cases mobile) numbers in many countries.

  • They announced agreements with multiple spectrum holders to light up additional 600 MHz spectrum for the next 60 days, expanding network capacity for customers across the country. They’re also expanding roaming access for Sprint customers to use the T-Mobile network.

  • They continue to focus on hygiene and sanitization efforts in the stores that remain open and intend to continue deep cleaning, keep hygiene and cleaning products in stock.

Troubleshooting

  • Manage your account and services, upgrade your phone and more in the T-Mobile App (in the App Store or Google Play) or My T-Mobile

  • Contact T-Mobile Team of Experts by dialing 611 (customers and businesses). Connect with us through Facebook and Twitter @TMobileHelp.

  • To manage your Metro account, visit your myMetro app or

WiFi

They’ve also expanded roaming access. With expanded roaming access tens of thousands of locations nationwide, schools and families connected to the network will have expanded coverage and capacity – including in rural areas – over the next 60 days.

Verizon

Action Plan

They’re committed to ensuring their customers have access to the most reliable networks and global solutions—now and in the days and weeks to come. As the situation evolves, they’re working closely with their employees, partners and suppliers to support ongoing business operations and serve their customers’ needs.

When a Verizon customer is experiencing hardships because of COVID-19, Verizon will waive late fees for 60 days from March 16, 2020 to May 16, 2020, and will not terminate service to a customer who's been impacted by the events involving the Coronavirus. If their customers are experiencing a hardship, they should call their customer service team to discuss their situation and available options. Customer support contact numbers, an online chat feature and support content can be found on the following pages:

Wireless:

In Home:

Verizon will offer free international calling to countries identified by the Center for Disease Control as level 3 impacted by the coronavirus effective 3/18 through the end of April. This is available to wireless postpaid consumer and small/medium business customers, and landline home phone customers. Unlimited calls will be included to mobile and landline termination, with the exception of Iran, Latvia, Lithuania and Slovenia provided 300 minutes of free calls per month. Effective 3/19, wireless prepaid customers will also receive a total of 300 additional minutes to call level 3 countries.

Troubleshooting

Learn how to install your Verizon service without having a technician come to your home and view frequently asked questions for new service.

Access information on Verizon Routers and other equipment. This includes access to user guides, set up and installation information, settings management and more.

Learn about Wi-Fi connection tips, access tools to test your connectivity and speed and resolve any issues you may be experiencing with your service.

Learn about Home Networking, how to set up a Home Network, how to manage your Wi-Fi settings and more.

WiFi

For information on turning a Verizon Wireless device into a mobile WiFi hotspot visit:

Wowway

Action Plan

Your satisfaction and safety are always WOW!’s top priority:

  • Hand sanitizing stations have been set up at all their customer walk-in locations.

  • As always, they will offer you as much flexibility as you need when booking your in-home installation or service call.

  • They will notify you ahead of time, via text message, to ensure everyone in your home is healthy and not at risk of either spreading or becoming infected with COVID-19.

  • Out of respect for your home, their technicians always enter your home with paper booties over their shoes. They always leave your home as clean as when they entered.

  • Their technicians typically wear personal protective equipment, including gloves and hardhats, depending on the requirements of the job. They have also been provided with hand sanitizer and disinfectant wipes.

  • And they will always leave you with a factory-sealed remote.

Troubleshooting

  • First check that your coaxial cable, power, Ethernet/USB, and modem connections are tight.

  • Next, verify that the modem has power by verifying that the power light is lit up. If there are no lights on the modem, verify that the modem is plugged into an active power outlet, try a 2nd power outlet, or bypass surge protector.

  • Unplug the modem's power cord, wait two minutes, then plug it back in.

    • If the lights do not go off when unplugging the modem, you have an advanced modem that has a battery in it. You will need to press the "Reset" button on the back of the modem for 5 seconds. Do not hold the "Reset" button for more than 5 seconds as this can cause the wireless settings to be reset to factory defaults. Wait until the lights on the modem stabilize. For the first several seconds, they will blink and turn on and off.

  • Restart your computer. If your WOW! Internet connection is still not functioning properly, please call 1-866-496-9669

Free WiFi

Not available.

Free Hot Spots