MTCO Internet Support
· Metamora, IL
· Germantown Hills, IL
· Washington, IL
· Marseilles, IL
LOCAL SERVICE.
LOCAL SUPPORT.
SUPERIOR PRODUCT.
1My Internet connection seems slow.
If you are experiencing a slow Internet connection, follow these steps to troubleshoot:
- Try another device
- If you’re experiencing slow internet, try using a different Internet-connected device to determine whether the issue is truly due to the Internet connection or if it is due to a particular device performing poorly.
- Whether due to age, outstanding software upgrades, or other variables, some Internet-connected devices simply don’t perform as well as others.
- If you believe the slow Internet is not due to a specific device, continue to Step 2.
- Conduct a Speed Test
- There are two ways to conduct a speed test:
-
Direct-connect *recommended*
- Using a device such as a laptop or PC, connect a CAT5/CAT6 Ethernet cable from the device to the back of your router.
- To measure the true Internet connection to your home or business, it is essential that you connect directly to your router before conducting a speed test. Testing via Wi-Fi will always result in a slower test, as all Wi-Fi systems (even top-of-the-line options like our Premium Managed Wifi) experience some degree of throughput loss as data travels through the air.
- Visit our speedtest page to conduct a speed test.
- If your results are not within 10-20% of your chosen Internet speed package, continue to Step 3: Reboot your router.
-
Use Wi-Fi
- If you choose this method, please be aware that this is the least reliable method. To measure your home or business's actual Internet connection speed, you must connect directly to your router before conducting a speed test. Testing via Wi-Fi will always result in a slower test, as all Wi-Fi systems (even top-of-the-line options like our Premium Managed Wifi) experience some degree of throughput loss as data travels through the air.
- Position your device near your router with no physical barriers between the two.
- · Visit our speedtest page to conduct a speed test.
- · If your results are not within 20-30% of your chosen Internet speed package, continue to Step 3: Reboot your router.
- Reboot your router
- Like many other electronic devices, sometimes “rebooting” or restarting a router is all that is needed to resolve issues.
- Locate the power supply on the back of your router. The power supply is a thin cord with a round connector. You can also find the power supply by tracing the connected cord to the power outlet back to the router.
- Unplug the power supply and keep it unplugged for ten seconds.
- Plug the power supply back in and wait a few minutes for the router to restart.
- If rebooting does not resolve the slow Internet issues, continue to Step 4.
- Give us a call for further troubleshooting or try a faster speed
- Occasionally, some instances require additional troubleshooting. Contact us , and one of our professionals will take it from there.
- Sometimes, you simply need more speed. Contact us to upgrade to the next fastest Internet speed for 3 months at no extra charge – and no obligation to keep the faster speed at the end of the trial. The faster speed may be precisely what you need!
2I have NO Internet Connection.
If you have no Internet connection (pages will not load, service is
disconnected on your computer, smartphone, tablet, etc.), follow these
steps to troubleshoot:
- Try another device
- If it appears as though your Internet is out completely, try using a different Internet-connected device to determine whether the issue is truly due to the Internet connection or if it is due to a particular device performing poorly.
- Whether due to age, outstanding software upgrades, or other variables, some Internet-connected devices simply don’t perform as well as others.
- If you believe the Internet issue is not due to a specific device, continue to Step 2.
- Reboot your router
- Like many other electronic devices, sometimes “rebooting” or restarting a router is all that is needed to resolve issues.
- Locate the power supply on the back of your router. The power supply is a thin cord with a round connector. You can also find the power supply by tracing the connected cord to the power outlet back to the router.
- Unplug the power supply and keep it unplugged for ten seconds.
- Plug the power supply back in and wait a few minutes for the router to restart.
- If rebooting does not resolve the slow Internet issues, continue to Step 3.
- Contact Us
- Occasionally, some instances require additional troubleshooting. Contact us , and one of our professionals will take it from there.
3My Wi-Fi connection is intermittent.
If your Wi-Fi seems to drop intermittently, follow these steps to troubleshoot:
- Try another device
- If you’re experiencing intermittent Wi-Fi, try using a different Wi-Fi-enabled device to determine whether the issue is truly due to the Wi-Fi connection or if it is due to a particular device performing poorly.
- Whether due to age, outstanding software upgrades, or other variables, some Internet-connected devices simply don’t perform as well as others.
- If you believe the intermittent Wi-Fi is not due to a specific device, continue to Step 2.
- Reboot your router
- Like many other electronic devices, sometimes “rebooting” or restarting a router is all that is needed to resolve issues.
- Locate the power supply on the back of your router. The power supply is a thin cord with a round connector. You can also find the power supply by tracing the connected cord to the power outlet back to the router.
- Unplug the power supply and keep it unplugged for ten seconds.
- Plug the power supply back in and wait a few minutes for the router to restart.
- If rebooting does not resolve the Wi-Fi issues, continue to Step 3.
- Contact Us
- Occasionally, some instances require additional troubleshooting. Contact us , and one of our professionals will take it from there.
4I have poor Wi-Fi In certain areas (Dead Zones) of my home.
A dead zone is simply an area within your house, apartment, office, or any other area that's supposed to be covered by Wi-Fi. For example, if you walk into a room with a phone or tablet and that room is in a dead zone, you'll stop getting a Wi-Fi signal.
Anything that interferes with Wi-Fi radio waves produces a dead zone. If you have a large house or office and have your wireless router in one corner of the building, there may be a dead zone in the opposite corner of the building where the Wi-Fi signal can't reach if you can move your router to a more centralized location. The closer you can put your router to the center of your coverage area, the better reception will be throughout your house.
Most houses were built before Wi-Fi was developed, so the floorplan and building materials may interfere with Wi-Fi. Old homes may have thick plaster walls that contain chicken wire for support, and this metal wiring can block Wi-Fi signals. Large metal objects like filing cabinets, ductwork, or metal walls may also block a Wi-Fi connection.
Other devices can also interfere with your connection. Old cordless phones create Wi-Fi dead spots while in use, and a microwave oven blocks Wi-Fi signals while running. Baby monitors, wireless security systems, and wireless sound systems have also been known to cause Wi-Fi issues.
If you live in an area dense with other wireless broadcasts, your Wi-Fi coverage may also be hurt by interference. For example, if you live in an apartment block where every unit has its own wireless router, their signals may "fight”.
Similarly, if your nearby neighbors have their Wi-Fi networks configured on the same wireless channel as yours, this may result in interference, reducing your network's signal strength.
Occasionally, there are instances like this that require additional troubleshooting. Contact us , and one of our professionals will take it from there.
5I have NO Wi-Fi signal.
If your Wi-Fi is not working at all, follow these steps to troubleshoot:
- Try another device
- If it appears as though your Wi-Fi is out, try using a different Wi-Fi-enabled device to determine whether the issue is truly due to the Wi-Fi connection or if it is due to a particular device performing poorly.
- Whether due to age, outstanding software upgrades, or other variables, some Wi-Fi-enabled devices simply don’t perform as well as others.
- If you believe the Wi-Fi issue is not due to a specific device, continue to Step 2.
- Reboot your router
- Like many other electronic devices, sometimes “rebooting” or restarting a router is all that is needed to resolve issues.
- Locate the power supply on the back of your router. The power supply is a thin cord with a round connector. You can also find the power supply by tracing the connected cord to the power outlet back to the router.
- Unplug the power supply and keep it unplugged for ten seconds.
- Plug the power supply back in and wait a few minutes for the router to restart.
- If rebooting does not resolve the Wi-Fi issues, continue to Step 3
- Contact Us
- Occasionally, some instances require additional troubleshooting. Contact us , and one of our professionals will take it from there.
6I cannot stream.
If you are unable to stream, follow these steps to troubleshoot:
- Try another streaming device
- If you’re unable to stream, try using a different streaming device to determine whether the issue is truly due to the Internet connection or if it is due to a particular device performing poorly.
- Whether due to age, outstanding software upgrades, or other variables, some streaming devices simply don’t perform as well as others.
- If you believe the inability to stream is not due to a specific device, continue to Step 2.
- Try another streaming service
- If you are unable to use a particular streaming service, try using a different streaming service (YouTube, Netflix, Hulu, etc.).
- If you believe the inability to stream is not related to a specific streaming service, continue to Step 3.
- Restart your device
- Restarting or unplugging the power from the electronic devices often solves performance issues.
- Turn off or unplug your device, wait 10 seconds, and turn it back on or plug it back in. Verify the device is connected to the internet, either hard wired or wireless, with a strong signal. If you believe the inability to browse is not due to a specific device, continue to Step 4.
- Reboot your router
- Like many other electronic devices, sometimes “rebooting” or restarting a router is all that is needed to resolve issues.
- Locate the power supply on the back of your router. The power supply is a thin cord with a round connector. You can also find the power supply by tracing the connected cord to the power outlet back to the router.
- Unplug the power supply and keep it unplugged for ten seconds.
- Plug the power supply back in and wait a few minutes for the router to restart.
- If rebooting does not resolve the issues, continue to Step 5.
- Contact us
- Occasionally, some instances require additional troubleshooting. Contact us , and one of our professionals will take it from there.
7Does MTCO Internet service include a data plan?
MTCO DATA PLAN OPTIONS | 1.5TB | 2TB | Unlimited | ![]() |
$0 | $15/mo. | $35/mo. | $14/mo. | |
Hours of streaming online music | 24,855 hours | 33,140 hours | Unlimited | Unlimited |
Stream one-minute YouTube videos (standard quality) | 3,426 videos | 4,568 videos | Unlimited | Unlimited |
Watch hour-long TV shows online (high quaility) | 1,500 shows | 2,000 shows | Unlimited | Unlimited |
Stream full-length movies (standard definition) | 750 SD movies | 1,000 SD movies | Unlimited | Unlimited |
Stream full-length movies (high definition) | 495 HD movies | 660 HD movies | Unlimited | Unlimited |
DATA PLAN | MONTHLY RATE | OVERAGE FEES |
1.5TB | Included | $10 per 50GB |
2TB | $15 | $7 per 50GB |
Unlimited | $35 | No Overage Fees |
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$14 | No Overage Fees |
8How can I reduce my data usage?
Streaming Services For most customers, video streaming services like Netflix, YouTube, or Sling will use the most data. Netflix, for example, uses the following amounts of data:
- For SD (standard definition) video, Netflix uses around 0.7 GB an hour
- For HD (High Definition 1080p) video, Netflix uses around 3 GB an hour
- For UHD (Ultra High Definition 4K), Netflix uses around 7 GB an hour
Music streaming services like Spotify or Apple Music use a lot of data, too, though not as much as video streaming apps.

Updates to games can easily be several GB in size, so those have the potential to drive up your data usage, too.
4K streaming uses a lot of data! If you have multiple TVs streaming 4K at all times, consider turning some or all of them to 1080p. For Netflix, that equates to 4 GB of data saved per hour. If you have a streaming box like Roku, Amazon Fire TV, or Apple TV, you may be able to set the whole box to stream only 1080p. For most streaming boxes, the resolution settings can be accessed in the following ways:
- Roku: Settings > Display Type or Roku bandwidth usage menu
- Fire TV: Settings > Display & Sounds > Display > Video Resolution
- Apple TV: Settings > Video and Audio > Resolution
- Android TV: Settings > Display & Sound > Resolution
Most streaming services also have a feature that allows you to set the maximum resolution at the account level. This is especially helpful if you regularly watch multiple TVs, or if you have a lot of members on one account and you want to limit usage. On Netflix, this feature can be accessed by going to: Settings > My Profile > Playback Settings and selecting your desired resolution. For Sling, this feature is accessed by going to: Settings > Connection.

Turn off Automatic Updates and Automatic Backups
If you have automatic updates or automatic backups turned on for your apps, consider turning those features off. Cloud storage services like Google Drive or Dropbox are set to automatically upload new photos and videos. This can consume a lot of data, especially if you take a lot of photos or have multiple computers associated with one cloud backup account.

For security cameras, consider setting them to record only when you are not at home and only when they detect motion. This can ensure they are not uploading dozens of GB of recordings at a time, especially when the recordings are of your empty front doorstep!

There is also a feature on most security cameras that will allow you to lower the quality of the recording to save yourself some data.
Plan "New Game Days"
If you are a gamer, consider setting “new game days,” which are days when you know you won’t use a lot of data otherwise, so you dedicate them to downloading new games. These might be days at the end of the month when you have a lot of data left, or days in months when you will be out of town, so you know you won’t go over your data cap.
If you find that none of these solutions are working, feel free to call us at 800-859-6826 or come in to our office to find a data package that works for you!
9How do I set up and use the CommandIQ™ App with my MTCO Wi-Fi Router?
The CommandIQ™ app gives you easy access to view a snapshot of your home or small business network. Through this app, you can view usage on all of the connected devices to your network, set up parental controls, a guest network, and more!
The User Guide linked here provides a setup guide as well as instructions on using many of the features included with the app.
10What equipment is installed with my MTCO service?
This guide is provided to help you identify equipment that may be installed in your home based on the MTCO services you are subscribed to and use.
If you are unsure or need additional assistance, technical support is able to provide you with details in regard to the MTCO equipment that you are currently using.
Monday - Friday 8am - 5pm



800-859-6826