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FAQ/KB

Where can I get the Epic Optimus Manager app?

For those with the GigaSpire Blast routers, you can find additional information on the Epic Optimus service and related mobile app here.

For those that do not have the current Epic Optimus router, you can request additional information by calling your local office or 800-554-4250.
What is wireless router firmware and is it important?
Firmware
Most electronic equipment used in a home or business network has built-in software to run the device. This software is usually referred as firmware. Computers, Smart TVs, and streaming devices like Roku, and Amazon Fire sticks will prompt a user to upgrade the firmware(software) when that device has an Internet connection. The firmware upgrade will correct any known issues that a previous version had and possible add additional features to the device.

For most wireless routers, this firmware upgrade prompt is not automatically. A user will have to manually update the firmware on the wireless router.

You will have to check with your router vendor’s website on how to upgrade your router.

Here is a link to firmware downloads or router support.

Linksys/Cisco: http://www.linksys.com/us/support-article?articleNum=164513

Netgear: http://kb.netgear.com/app/answers/detail/a_id/23960/related/1

DLink: http://support.dlink.com/

If you are thinking of upgrading your router to a new model, check out Epic Touch's router solution: Epic Optimus.
Why would my Internet bandwidth seems slow?

This site by Netflix, https://fast.com ,will provide you with a simple test of your download speed or bandwidth. It is best to test from a single, wired device on your network.

A wireless device may not be capable to connect to the router at speeds at or above your subscribe speeds. Other devices on your network may be using a high percentage of your bandwidth.The game console in the back room and the streaming device in the living room will share your subscribed bandwidth. If you have 15 devices averaging 8 Mb/s then you have a total average of 120 Mb/s . Issues will occur in this situatuion if your subscribed package pakage is 100 Mb/s.

If you feel that test results do not reflect your subscribed service and you are experiencing issues, please see the additional FAQ items to see if they can resolve your issue. Also, you can submit a support request using the link on this page.
Why do I have problems streaming my favorite show?
Nothing is more frustrating than having some free time to stream your favorite show, only to experience problems connecting or staying connected. This article identifies the key components that could be the cause of such frustration and possible action that you can take to have a more enjoyable experience.
- your wireless router
- your streaming device (AppleTV, Roku,etc)
- your streaming service (Netflix, Hulu,etc)
- your subscribed bandwidth package with EPICTOUCH
- EPICTOUCH’s broadband connection
First Step

EPICTOUCH, and most streaming device and service vendors suggest your first step to troubleshoot an issue of not being able to connect or stay connected is to restart(power-cycle) your home network components. These components include your streaming device, and your home router. If you are using a switch, it too should be restarted.. Removing the power from these devices for 60 seconds is the best way to power-cycle these components.

Streaming with a Wireless Connection

If you are wireless connecting your streaming device to your home router, if possible, use a direct wired connection.

If a wired connection is not possible, try these steps for improve your wireless connectivity as recommended by Netflix. https://help.netflix.com/en/node/85
- Move your router, even if only a few inches, to a new location to improve signal strength--you'll usually see better reception throughout your home if the router is in a central location.
- Wireless interference can cause big problems when trying to connect over Wi-Fi. Cordless phones, microwave ovens, or other wireless devices near your router can all cause wireless interference, so move them away from your wireless router.
- Elevate your router off the floor. A router on top of a bookshelf or desk will give you better reception than one that's hidden behind it.
EPICTOUCH’s Support Services

EPICTOUCH wants you to have an enjoyable experience with your EPICTOUCH Internet. Feel free to complete a Support Request using the link on this page. You can also call 800-554-4250 and be directed to support services.
Why is only my Roku devices having issues?

Roku devices do not support WI-FI DFS channels in the 5.0 GHz frequency. Router vendors do support DFS channels. Your router may be set to use DFS channels and the Roku device cannot user those channels. You will need to be configure your router to use a non-DFS channel or to disable the use of the DFS 5.0 GHz channels.

If you are an Epic Optimus customer, feel free to complete a support request and our technicians can disable the use of these DFS channels on our router at your premises. This will allow your Roku devices to connect. Please note that by disabling the DFS channels your quality of WI-FI will be adversely affected all of your 5.0 GHz devices as the congested channels would be expected on non-DFS channels.

Customers

SUBMIT A SUPPORT REQUEST

Experiencing issue with your service? Submit a support request and our support staff will contact you as soon as possible. If the request is submitted outside of normal business hours, we will contact you the next business day.

Non-pay reconnection?-- If you paid after normal business hours or on a weekend, the re-connection of services will be the next scheduled business day during business hours.

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