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Frequently Asked Questions

ARISTOTLE BROADBAND AND INSTALLATION

Aristotle High-Speed Internet provides a WPA-2 military-grade secure encrypted Internet connection using a microwave wireless antenna system. Aristotle installs an antenna on the subscriber's roof with an attached radio receiver/transmitter. The antenna points to a nearby Access Point with a clear line-of-sight (no trees, buildings, or hills blocking the path). When information is sending and receiving over the Internet, it goes over the microwave wireless link from the radio/antenna to Aristotle's Access Point. The information then travels over Aristotle's backhaul, a point-to-point microwave wireless link to a fiber-optic connection hooked directly to the Internet.

Aristotle’s installation team will install an antenna on the subscriber's roof using industry approved methods. The installer will find existing path into the attic (duct work, cable, phone, or Satellite TV entry) or drill a small hole and install a cover plate to run a CAT5 cable into the house. Then, an Ethernet jack is created at an agreed location. A Power-over-Ethernet (PoE) power source, similar to an AC adapter, will connect into the nearest outlet to provide electricity to the Antenna through the CAT5 cable. Finally, the installer will set up a wireless router and connect any desktop computers, laptops, tablets, and smartphones.

Aristotle can provide additional wired connection to other locations within the home at an hourly rate.

Aristotle typically installs our Internet service within a few days after signup. The installation takes up to 3 hours. Potential time delays include line-of-sight issues, roof access, cabling installation issues, and weather.

When weather prevents, or interrupts, an installation, Aristotle's Customer Service staff will reschedule at the subscriber's earliest convenience. Typically, an installer will be back the next business day.

Fixed wireless Internet access requires a “line-of-sight” or “near-line-of-sight” path from your house to one of Aristotle’s distribution towers. Large trees, buildings, or other solid obstructions may degrade the service levels to a point of being unacceptable. The installer will locate a quality signal, or the equipment will not go up.

Weather will not cause a degradation of service even in during typical storms. However, extreme downpours may cause a momentary loss of signal similar to satellite TV services. Your connection will remain stable during winter storm events provided the receiving antenna does not accumulate ice or snow layers. Only qualified technicians should attempt to remove accumulations.

Required Features:
The computer must have an Ethernet port or have a Wireless card installed.

Recommended Features:
Windows XP or higher; 64MB RAM or higher; 100MB free hard drive space.

Older computers can use external equipment while newer computers have both the port and card. Aristotle's Customer Service staff are available to answer any questions about requirements. However, Aristotle will not purchase nor recommend specific equipment to be purchased.

Yes, Aristotle offers speeds that support streaming on sites like Netflix, Hulu, and YouTube. However, not all available speeds can support multiple devices streaming at the same time.

Netflix and other streaming service require a 1.5MB minimum connection speed for Standard Definition video and 3MB minimum connection speed for High Definition video.

SERVICE AND FEATURES

Aristotle strives to provide the subscriber's selected speed. External obstructions like trees and heavy rain may impact maximum speed while peak times may stifle Aristotle's bandwidth capacity. Peak times start at 5:00 pm and last through 12:00 am each evening.

Another issue is the type of activities happening at once. Streaming content will consume bandwidth and cause other activities to experience some slowness.

Subscribers can perform a speed test at www.measuringbroadbandamerica.com. Please note that download speed is measured in bytes (MB/s), not bits (Mbps).

Aristotle will provide a wireless router and connect any desktop computers, laptops, tablets, and smartphones. The subscriber will need to connect all additional devices. Typically, instructions are on the manufacturer's website.

Web-based email accounts like Yahoo!, Outlook.com, and Gmail are accessible via the Internet.

Aristotle provides five (5) free email accounts that are also accessible via the Internet or computer-based email programs like Outlook. The Aristotle email accounts will remain with the subscriber, even after service termination.

Contact Customer Service to see if the new residence is Aristotle's network coverage area. If so, Aristotle will move the equipment for a minimum service charge of $95.00. Additional charges may occur depending on the complexity of the reinstallation.

Aristotle does not charge for service calls. However, service fees may apply. Aristotle will advise the subscriber of potential fees when scheduling the service call. The technician will confirm the fees during the visit.

Subscribers are eligible to enroll in ArisShield, Aristotle's equipment protection and service plan. ArisShield covers accidental damage to Aristotle's equipment and cabling. Learn more about ArisShield or contact Customer Service for more details and to initiate signing up for the service.

TROUBLESHOOTING

Computer slowness can occur for a number of reasons, including the following:

Viruses

Check your computer for viruses. Using programs like Malwarebytes and Spybot will detect and quarantine most viruses. AVG provides a free anti-virus program.

Change your web browser

A web browser can get bogged down with a lot of active extensions. Try a different browser or disable some add-ons. Also, make sure you are running the current version of the web browser.

Clean up your computer

Temporary file downloads, cookies, and similar things will slow down your computer.

Wireless signal isn't strong

Move your computer closer to the wireless router. If that helps, consider purchasing a wireless extender.

To re-connect to the Internet, please follow these steps:

  1. Check all cable connections on the computer and router to see if any are loose. Also, make sure that they are properly plugged in.
  2. Unplug the router and wait for fifteen (15) seconds. Then, plug the router back in. The router will reboot itself and potentially reconnect to the Internet.
    PLEASE NOTE: Do not use the reset button on the router. This will cause the router to go back to factory settings. An installer will have to come out and reprogram the router, resulting in a service fee.
  3. If you have Internet access through a data plan, check Aristotle's Facebook page for outage reports.
  4. Contact Aristotle’s Technical Support team. If we cannot resolve the problem over the phone, we will schedule a technician to come out as soon as possible.

Monthly service invoices are sent via email. If you do not receive a bill, please contact customer service to ensure uninterrupted service.  Paper invoices are available at an additional cost of $1.50/mo.  Moving to paperless billing in March, 2021 is just one of the ways Aristotle is cutting costs and passing along savings to our customers!

WI-FI

The best place to put the GigaSpire BLAST is in a central location with good “line of sight” visibility to the main areas of your home. If you need to place the GigaSpire in a non-central location and find it does not reach all the areas in your home where you use the Internet, you can request a mesh unit to extend your signal.

Tip: Avoid placing the GigaSpire BLAST next to large appliances, behind TVs, or in "service closets" such as power distribution or fuse panels. While the GigaSpire is designed to provide extensive wireless range and coverage, these devices are sources of interference and may reduce your throughput or range.

For best performance, be sure to place the GigaSpire BLAST upright and in a central location.

The LEDs located on the corner of the GigaSpire BLAST provide information on the status and current state of the system. Below, you will find a detailed status of the power-up cycle.

  • All 4 lights are off – Power is off
  • All 4 lights are on – Booting up / Software Upgrade
  • All 4 lights flashing red – Boot-up Failure
  • 1st light is cyan – Connected to Internet
  • All 4 lights are red – No Service / No Internet

Boot-up is complete when the LED light is solid blue, which indicates an active Internet connection.  

A blinking red LED light is blinking red indicates that there is no service or Internet connection detected.

Pair devices using the WPS button on the back of your GigaSpire BLAST.  WPS stands for Wi-Fi Protected Set-up and is a security standard that makes it easier and faster to connect to other wireless devices.

If your device supports WPS, simply follow the instructions included with your device’s installation manual. Press the WPS button for less than 3 seconds on the back of the GigaSpire BLAST when instructed.

There is only one LAN ethernet plug on the back of the GigaSpire BLAST. You can purchase an inexpensive gigabit switch and plug that into your LAN port to give you the ability to plug in multiple devices.

The GigaSpire BLAST supports both 2.4 GHz and 5 GHz radios. However, if you still find you have problems, contact Aristotle Tech Support for assistance.

Use either of the following methods to reboot your GigaSpire BLAST:

  1. Remove power from the GigaSpire BLAST for 10 seconds, then re-apply power.
  2. Press the RESET button on the GigaSpire BLAST for less than 3 seconds.

You can press the RESET button on the back of the GigaSpire BLAST for at least 10 seconds for a factory re-set, but only take this step if your service provider requests that you do this. You will lose Internet service.

STILL HAVE QUESTIONS?

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