Residential Support

We expect that, on average, more than 98% of our customers will not be limited by the monthly bandwidth or data usage allowance. If you do exceed what is allowed for your service package during a calendar month,you will be notified via email of the overage when it occurs and an additional 50GB allowance will be added to your usage allotment. For every block of 50 GB added in a month, your account will be charged a $10 Additional Data Usage fee. 

Data usage, also known as bandwidth usage, is the amount of data, such as images, movies, photos, videos, and other files that customers send, receive, stream, download or upload over a specific period of time. It is not the same as the speed of an Internet service. For example, a typical customer who uses the service to send and receive email, surf the Internet, and watch streaming video may consume 50 GB of data in a month while another customer who uploads or downloads 1,000 pictures and streams a large number of movies in the month may use 200 GB. In both cases, the speed of each customer's service could be the same (for example, 25 Megabits per second, “Mbps,”).

You can monitor your data usage by logging in to your online account at www.cablelynx.com and clicking “My Account” in the top left corner. After logging in, you will find a link to the Cablelynx Data Usage Meter that will show the current amount of data you have used so far in the month, as well as other recent historical data usage information. If you have not created an online account, please select “Create a New Account” and follow the instructions. A call to customer service at 800-903-0508 will help you to reset your password if needed. Cablelynx cannot verify that any other metering tool that a customer may find online himself, which measures data usage is accurate or without flaws, and the determination by Cablelynx of each customer account’s data usage is final. 

Yes. Cablelynx does allow unused data to be carried over for one more calendar month. This rollover data is used after the full data allowance for your Cablelynx Internet service package has been used. Once you exceed your plan’s current monthly allowance, you will automatically start using your available rollover Data. If all of the monthly allowance and rollover data is used, an additional 50 GB allowance will be added to the customer’s data allotment and a $10 Additional Data Usage fee will be billed to the account. The rollover data expires after one calendar month. It does not carry over to an additional month.

Cablelynx will notify customers via email once use on the account reaches 75% of the data allowance, and again when 90% of the data allotment has been used so that the customer can take corrective action before being assessed any overage fees. Once an account has exceeded the allowable usage for the subscribed service package plus any applicable rollover data, Cablelynx will add a 50GB block of data to the customer’s data allotment and send an email to notify the customer of the overage charge. Throughout the rest of the calendar month, charges will be added to the customer’s account each time the account exceeds the revised data allotment and another 50 GB of data has been added. At the end of the month the unused data will be treated as rollover data for the next month.

Yes, an email notification will be sent when the data usage reaches 75% of the limit on the customer’s data plan and again at 90%. Additional notices will be sent when each block of 50GB has been added to the account throughout the rest of the month.It is imperative to have your current email address on file. Customers are encouraged to update account information by logging in or creating an online account at http://www.cablelynx.com. Our customer service department can also assist by calling 1-800-903-0508 until 9 P.M. We encourage our customers to use the Cablelynx Data Usage Meter that can be found after logging on to your account at http://www.cablelynx.com at any time during the month

Our experience shows that some customers identified as excessive users were not aware of the activity that caused the excessive use. It is best that you are aware of all persons that have access to your Internet service and change the wireless password often. Also, devices and computers can be compromised by virus or spyware and can use data, so it is also important for you to keep your virus protection updated and running at all times.

Yes. It is the subscriber’s responsibility to maintain spyware/virus protection on devices and to secure all wireless connections so unauthorized access cannot be allowed.

Yes. We will set up your mobile devices on your network for you. The cost is $19.95 for the first three devices, and then $9.95 for every device after that. If you choose to set the devices up yourself, there are many resources and tutorials available on this website.

Your installer will password protect your wireless signal before he leaves. If you have any issues with this, please report this to tech support as soon as possible.

Yes. So long as your wireless internet is password protected.

Yes. The two features in your modem are independent from one another.

Cablelynx Technical Support can ask you a few questions and try to help you identify the source or sources of your high data use. They can be reached 24 hours a day, 7 days a week, at 1-877-733-0545 or chat online at http://www.24hoursupport.com. 

Yes and no. Cablelynx can see what customers are downloading but cannot see what websites the customer is going to.

We offer several plans for residential service as well as multiple business level packages to support varying needs. Each speed plan has its own data allowance,and so heavy data users may move to a larger service package to obtain higher monthly data allotments and avoid Additional Data Usage fees.

We recognize that the Internet is constantly changing and we are committed to continuous improvement. We will regularly evaluate our policies to ensure we provide the best possible online experience. 

Cablelynx initiated the monthly data usage allotments on June 1, 2016.

Watching movies or TV shows on Netflix uses about 1 GB of data per hour for each stream of standard definition video, and up to 3 GB per hour for each stream of HD video. This can create headaches for Netflix members who have a monthly bandwidth or data cap on their Internet service. Below, you'll find a few ways to reduce the amount of data Netflix uses, without having to resort to drastic measures (like actually watching less Netflix).

Adjust your data usage settings

Adjusting the data usage settings for your account is the easiest way to reduce the amount of bandwidth used while watching Netflix. There are four data usage settings to choose from. Each estimate below is per stream:

- Low (0.3 GB per hour)

- Medium (SD: 0.7 GB per hour)

- High (Best video quality, up to 3 GB per hour for HD and 7 GB per hour for Ultra HD)

- Auto (Adjusts automatically to deliver the highest possible quality, based on your current Internet connection speed)

To select a setting that works best for your Internet plan, navigate to the Your Account page and select Playback settings in the My Profile section. It can take up to 8 hours for these changes to take effect. Restricting data usage may effect video quality while watching Netflix.

Data usage settings only apply to the Netflix profile you are in when you set them, meaning you can have different data usage settings for each profile. If you are concerned about the total amount of data that Netflix uses, make sure to change this setting for each profile.

Yes. For businesses, the first Static IP comes with your account. The rate for up to 4 static IP addresses is $20/each and up to 10 are at a rate of $10/ea. Any more than 10 static IP addresses are at a rate of $5 each.

We strongly recommend renting a company owned device for the best connection; however, we recognize that some customers may want to invest in their own. When looking to purchase your own modem, please know that it must support DOCSIS 3.1 specifications or greater. Older modems may work with the service, but they may not provide optimal results as they can negatively affect download and upload speeds. We prefer ARRIS brand equipment.

If your modem is not working and you need to restart the modem, turn off your computer, then unplug the power cord from the back of the modem, plug the power cord back into the modem and wait for the lights on the front of the modem to come back on. When they are on and operating normally, restart your computer again. If 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 about 5 seconds. 

Cablelynx broadband service provides a rental modem with the latest wireless technology.  We recommend the use of our device for your modem and router capabilities as the services are designed around the supplied equipment.  While Cablelynx can still supply the broadband package purchased to the premises, we can’t guarantee the quality of service delivered to a customer-provided device. Also, with a customer provided device, there is limited support and troubleshooting assistance that is available as we may not have access to your device.

With Cablelynx's WiFi modem rental, the router is built into our modem, so there is no need for a separate router on your home network.  Highly trained internet installation experts will install supported equipment, saving you the time and aggravation of doing it yourself.  Finally, when you are renting a modem from us, if there is ever an issue, our Customer Service and Tech Support agents will have more tools and access to your device to troubleshoot remotely, reducing the need for a service technician to come to your home.

Cablelynx internet service provides 24-7 Technical Support. Tech Support agents use system monitoring applications to provide state-of-the-art resources and system troubleshooting for our customers, 24 hours a day, 7 days a week. The Helpdesk team supplies network administrators, end users and technical support personnel with operational support for user-related questions and problems, as well as maintenance support for system problems or equipment failures.

Cablelynx's Tech Support Department is committed to providing superior customer support. If you cannot find answers to your questions here, call our Tech Support toll free at 1-877-733-0545.

Tip: Before contacting our Helpdesk, solving your problem may be as simple as rebooting your PC to solve your problem. We recommend turning your PC off every night.

When you call our Tech Support please have your computer, or other affected device, on and a description of the error you are receiving.

We have the latest in modem and WiFi technology featuring an 802.11ac router.  These allow your devices to connect at the highest speeds they are capable.

Yes, there are monthly fees to use Cablelynx equipment. Please refer to the Product and Pricing Guide for current fees.

Cablelynx provides the bandwidth that you are paying for to your home in one of our service packages.  As more devices connect, they share that bandwidth.  The more devices that are connected, the less bandwidth there is to go around.  The distance from your router can make a difference as well.  The further your device is away from the router, the lower the connectivity strength.  And last, but not least, if there is any interference within those WiFi frequency ranges, it can cause slower speeds as the broadcast from the router can’t carry as far as it should. 

Devices can range from a variety of things, but ultimately it is anything that communicates using your internet.  Some examples of connected devices are: computers, laptops, tablets, smart phones, smart TVs, smart thermostats, smart watches, Blu-ray players, smart appliances, security systems, etc.

Speeds vary based on the radio and processing power in each of your devices.  Some older devices can only connect to the 2.4Ghz signal and most newer devices can connect to both the 2.4Ghz and 5Ghz signals available with your Cablelynx provided equipment.  This allows for cleaner connections across all of your devices.  Here is a list of some of the device antennas with their estimated connection rates:

802.11b: 

• Operates in the 2.4GHz radio spectrum.

• Speed: Up to 5 Mbps

• Range: Up to 100 feet

• Prone to interference (it shares airspace with cell phones, Bluetooth, security radios, and other devices).

• The Wireless Ethernet Compatibility Alliance (WECA) has done its part by certifying hundreds of products to make sure they work together. 

802.11g:

• Operates in the 2.4GHz radio spectrum.

• Speed: Up to 25 Mbps

• Range: Up to 100 feet

• Prone to interference (it shares airspace with cell phones, Bluetooth, security radios, and other devices).

802.11n:

• Operates in the 2.4GHz radio spectrum.

• Speed: Up to 100 Mbps

• Range: Up to 100 feet

• Prone to interference (it shares airspace with cell phones, Bluetooth, security radios, and other devices).

802.11ac:

• Operates in the 5GHz radio spectrum.

• Speed: Up to 700 Mbps

• Range: Up to 70 feet

• Less prone to interference

To test your Internet speeds, please go to http://speedtest.tx.cablelynx.com/

Most wireless networking equipment has a range of up to 150 feet indoors and 300 feet outdoors. For best results, we recommend that equipment you are connecting wirelessly be within 100 feet of the modem. The wireless signal will penetrate most walls, so you can have devices in different rooms and on different floors and still stay connected to the network. 

If you have a large home, or a home with thick or dense walls, it is suggested that you place the wireless router in a more central location. You should also try to keep the wireless router away from any large metal objects as these may hinder its range. 

If, after following these suggestions, you continue to have issues connecting to your WiFi signal, you may want to consider getting our AMP Whole-home WiFi system.  Contact us at 1-800-903-0508 to learn more and see if the AMP system will work for you.

What can I do to speed up a slow connection?

If your internet is running slowly, here are some troubleshooting steps you can try to alleviate or repair the symptoms:

• Please unplug the power cord from both your modem and router. 

• Once unplugged, check the COAX cable that leads from your cable outlet on your wall, to the back of your modem - it is a thick round cable with metal ends. This is the cable that brings the signal to the modem. This cable needs to be tight on the back of the modem, and on the wall outlet or splitter. 

• After checking the COAX cable, plug the modem back in, and wait one (1) full minute until the lights on your modem indicating power, receive, send, and online are all solid. 

• After all the lights are back on the modem, plug the power cord back into the router. The router will take about 1 minute to boot back up. 

• To test your speeds, you can visit https://www.speedtest.tx.cablelynx.com/netgauge.swf

• If you are still experiencing slow speeds, try bypassing the router by plugging your computer directly into the back of the modem. This can be done by locating the ethernet cord that connects the modem and router together, which looks like a thick telephone cable. Unplug one end of this cable from the router, and plug it into your computer instead.

• Once you have bypassed the router, reboot the modem by unplugging the power source and plugging it back in again. Wait one full minute, and run a speed test at https://www.speedtest.tx.cablelynx.com/netgauge.swf. This will show how fast your internet speed is running through the modem. 

• If your speeds improve after bypassing the router, it is the router that may be causing the speed issues. If your speeds continue to suffer after having bypassed the router, please call our 24/7 technical support line at 1-877-733-0545. 

Download and complete this form which grants us permission by the owner to add an outlet and complete the installation.

See user guide here for troubleshooting your modem.

Check out this video for an easy step-by-step guide to connecting your wireless devices to your network!

Yes! You can watch network programming online if 1) you're an existing WEHCO residential video subscriber, 2) you pay for the TV package that includes the network you're trying to watch content from online and 3) if that network offers their content online for viewing through an app or on their website.

There are a lot of video streaming subscription platforms that use your internet to access. 

• PhiloTV  - Live TV, delivered over your broadband, that streams select channels to up to 3 different devices at a time, including Roku, Fire TV, Apple TV, Android TV.  Learn more about Philo here.

Need something else to supplment Philo? Check out the list below to see a variety of other stream options!

• Sling TV
• Hulu TV
• Playstation Vue
• YouTube TV 
• Fubo TV 
• Amazon Prime
• HBO Now 
• CBS All Access 
• ESPN+
• Showtime 
• Starz
• Netflix 
• Boomerang 

Nearly all flatscreen HDTVs will be able to pick up our Standard Cable TV service in Standard definition without any additional equipment.  If your TV is an older model or does not have a built in QAM Tuner, you would need a DTA Digital Converter. If you would like to pick up HD channels, the Digital Val-U-Pak, or any of our Premium channels, you would need additional equipment, such as an HD Receiver or HD DVR.

To receive HD channels, Premium Channels, the Digital Val-U-Pak, and the On-Screen Program Guide on a specific television, you will need a digital receiver or DVR connected to that television.

Check that your coaxial cable, HDMI, power and VCR/DVD connections are tight. If you have a DTA Digital Converter, verify that your TV is set to channel 3.

If your picture is still distorted, please contact us at 1-800-903-0508

A CableCARD is a device that consumers who own digital cable-ready TVs or other digital cable ready devices, such as a TiVo or other DVR, can receive from Resort TV Cable that allows for the descrambling of digital programming. The card is inserted into an authorized digital cable ready TV or set-top box and allows the descrambling of the signal. The card works in place of a traditional set-top box.

Yes. You can either watch it live as it’s being recorded or you can rewind the program you are currently recording and watch it from the beginning while the recording continues.

Yes! Your DVR lets you record multiple episodes of a program according to your preference by setting up a Series Recording. Select the program you wish to record, then press RECORD twice. Select the episode type to record, such as first-run only or all episodes. Specify how many recordings to save and how long to save the recording - until you erase it or until space is needed. To access advanced setup features like modifying the start and end times or specifying which channel to record, select View All Settings. Tip: Use Title Search to find all air times for a particular title. You can then set up individual recordings for any or all episodes – no matter what time or on what channel they appear.

No. What you choose to record with the DVR is confidential.

The Parental Control feature allows you to block programs by channel, program rating (such as TV 14, TV MA) or time of day. You select the channels, ratings or times to block from the General Settings menu. You set up Parental Control and turn it on and off for each specific receiver by entering your Personal Identification Number (PIN).

When you turn the Parental Control feature on, you cannot view blocked programs without entering your PIN code. A padlock symbol on the channel banner indicates that a channel or program is blocked, or that a part of the program is blocked by time or rating. You can turn off all Parental Control, or you can selectively unblock a single program, channel, or time period.

When the Parental Control feature is off, an open or unlocked padlock symbol on the channel banner identifies each channel or program that would be blocked if the Parental Control feature were on. Our Digital set top boxes also have the ability to hide adult titles from the program guide listings.

Learn more on how parental locks work with our Motorola cable boxes and DVRs.

In this case, you can reach out to our customer service team and we can reset your PIN for you if need be.

We do not currently offer On Demand programming through our cable service.

1. Unplug the power cable from the back of the cable box and wait 30 seconds.

2. Plug the power cable back into the cable box; the box will reboot automatically.

3. Wait for the time or channel to reappear on front of the cable box and allow the services to reset.

4. Turn on the TV.

Click here to view your Channel Lineup

 Each of the numbers - 1080, 720, and 480 - indicates the number of vertical lines of resolution present in a video signal or that a television is capable of displaying. For example, a 1080p video signal has 1080 lines of information from the top to the bottom of the image. The more lines used to describe the image, the clearer and "higher-quality" it is. In the United States, there are three common standards of digital video quality: 1080i/p, 720i/p, and 480i/p.

An HDTV can have as many as 1,080 lines of resolution compared to the 480 active line maximum seen on a traditional analog TV. While a traditional analog TV has a total of about 200,000 pixels, a high definition can have up to 10x as many, or 2 million pixels!

The letters 'i' and 'p' stand for 'interlaced' and 'progressive'.

 Interlaced scanning is a broadcast process used in TV sets in which half the lines are transmitted as one field and the other half is transmitted as the second field.  These two fields are displayed sequentially to form an image.

Progressive scanning is typically used by computer monitors. This scanning process paints all the horizontal scan lines on the screen at one time. Progressive scanning is also used for high definition broadcasts and DVD players.

HDMI (High-Definition Multimedia Interface): HDMI is the next generation of DVI. The main difference between HDMI and DVI 1.0 is that HDMI adds audio to the DVI link and is a smaller connector. The HDMI interface will be backwards compatible to the DVI 1.0 interface, meaning that you can connect a set-top to an HDTV, where one has DVI 1.0 and the other has HDMI. Most new HDTVs have HDMI connections. Those that don't most likely are equipped with DVI, which is backwards compatible.

Aspect ratio: the width of a picture relative to its height.  The most common aspect ratios are 4:3 and 16:9.  The majority of current analog and standard definition transmissions are 4:3. Virtually all high definition transmissions are in 16:9 aspect ratio, which is similar to the aspect ratio of a movie screen.

A Digital Video Recorder (DVR) is a cable receiver that is capable of recording programming for playback at a later time also known as Timeshifting. DVRs also offer these features:

• Pause live programming for up to an hour allowing you to resume where you left off.

• Record 2 programs simultaneously while also playing back a pre-recorded program.

• Set the DVR to automatically record your favorite programming.

• Instant Replay of live programming.

Download and complete this form which grants us permission by the owner to add an outlet and complete the installation.

HD DTA Remote Guide

SD DTA Remote Guide

PHAZR5 Set-top Remote Guide

You can access you phone records by visiting https://cablelynx.user.alianza.com/, to get access to your username and password please call 1-800-903-0508. You will be able see all incoming and outgoing calls that were made.

Yes there is a onetime charge of $15.00 to change your phone number.

Absolutely, However it will need to be a modem that is compatible with our services. Please see the list of compatible modems.

Arris MG5225

Arris TG1672

Arris TG2472G

Arris TG852G

Arris TG862G

Arris TM3402A

Arris TM502A

Arris TM504G

Arris TM508A

Arris TM512A

Arris TM602A

Arris TM602G

Arris TM604G

Arris TM608G

Arris TM632A

Arris TM722G

Arris TM802G

Arris TM804G

Arris TM822A/S

Arris TM822G

Arris WTM522G

Arris WTM652G

Each phone line is provided with call waiting, call forwarding, caller id, voicemail, three-way calling, call blocking, call return, do not disturb, anonymous call reject

No, internet service is not required to have the phone services

Domestic United States excluding Hawaii & Alaska

No, collect calling is not available with our phone service. 

Yes. In most cases you can keep your current phone number. If your number is transferable, we’ll help you bring it over to cablelynx. And because transfers usually take about 7-10 business days, we can give you a temporary phone number if you desire so you can start using the services sooner.

Yes, the charge is $3.00 a month to have the phone number non-listed/non-published in the phone book.

Yes. However, there are additional fees to use these services. Each time the operator or directory assistance is dialed the charge is $1.00 each time. 

Absolutely. Adding a second line is simple and easy and the line can be used as a dedicated fax line if you desire.

2 port eMTA

8 port eMTA

4 port eMTA

wireless eMTA with Docsis 3.1

wireless eMTA with Docsis 3.0

To manage your account online you’ll need to set up online access for your account. View these instructions for assistance.

You will need a social security number (or tax ID number), a working telephone number and your driver's license number (or state issued ID) in order to get services connected.

Yes. The account holder, or someone else on the account, must be present to show your photo ID. In the event you cannot be available, go into our local office to fill out a document called the "Equipment Release Form" so that a neighbor or friend, who is 18 years or older, can stand in your place.

The first month of service is due when the technician installs your services. You can pay this anytime before he arrives, or pay the technician directly. Your installation charges are not due at this time, but will show up on your first bill.

If you are wondering why your bill is more/less than normal, ask yourself three questions. 

1. Is this your first bill?

 2. Have you made any recent changes to your Cablelynx services? 

Or 3. Is this your last bill? 

If you answered yes to any of those questions, your bill is probably prorated. Proration means to bill for the services that you have for the specific amount of time that you have them.

On first bills, we bill from the date that the service started to the beginning of the closest bill cycle and then through that bill cycle, which is one month long. We do this to get you from your date of install onto one of our existing bill cycles. This means that first bills are generally for more than one month.

After that, in order to get your bills to you well in advance of the due date, Fidelity bills generate before the actual dates of service. The bills generate with charges for the services that you have at the time we create the bill. If you make changes to those services, whether it is to increase or decrease them, those changes will not reflect until the next bill that prints. This means that the next bill will bill for a normal month of the existing services, but will have to either issue charges or credits for the part of the previous month that you had increased or decreased services.

This also means that if we bill for a full month of service in advance, but a disconnect occurs in the middle of that month, we will issue credit for any previously billed service that falls after the date of disconnect.