Personalized support is what makes our service exceptional here at BCN.
If you have questions about your account or setting up your Internet connection, we’re here for you. Our knowledgeable support team will be happy to guide you along the way.
Please visit any of these links for commonly asked questions relating to our Internet services:
I can't connect to a website. What is causing this?
If a certain site is down and other sites are still connecting, there is likely an issue with that particular web server. If the web server is down, no one will be able to visit any pages at that site. BCN will be unable to resolve this sort of issue.
Why isn't my WIFI full-bars all around my place?
The location of your wireless device in relation to the Wi-Fi router can have a significant impact on your connection speed. If the router is located in the basement and you are trying to access the internet on your second floor, the signal may be degraded from traveling through the floors and walls of your home. Does your connection speed increase as you move closer to the router? If it does, you may want to try relocating the router to the main floor or closer to the area where you use your wireless devices the most. When choosing a router location, try to put it in a central location with the least obstructions around it and remember that harder materials such as concrete and appliances will slow down the Wi-Fi signal the most.
Could a virus be causing my issues?
Anti-virus programs need to be updated on a regular basis to combat the numerous viruses on the internet. Ensuring that your anti-virus program is up to date with the latest virus definitions will greatly reduce the risk of getting a virus which may affect your connection to the internet and cause other severe problems. Verify that you have automatic updates enabled in your anti-virus program or use the manual update feature to keep the software as up to date as possible. Once you have ensured that your anti-virus program is up to date, perform a complete scan of your computer to ensure there is nothing malicious that may be inhibiting your internet connection.
Why are my speeds slower than they should be?
Some of the possible causes for slow speeds can be:
- Active torrent programs
- Background App updates
- Your device’s O/S may be configured to download updates automatically
- You may have too many devices or activity on your network
- An unsecured network may have intruders
- You may be using all of your available speed, consider upgrading your BCN plan
Why isn't my internet working?
There are a number of possible causes for this but try these things first;
- Restart your device
- Check that all cables are inserted completely
- Try the internet on a different device to confirm it’s not the fault of the device
- Try a different website to confirm that’s not the issue
If these tips do not restore your internet connection, contact our technical support and they would be happy to help you.
Please visit any of these links for commonly asked questions relating to our Installation services:
When is payment required for hardware sales and home installations?
Before the installation is scheduled, the home installation charge and hardware device (CPE) must be paid in full.
Does the technician bring the CPE and installation kit?
Yes. We will provide the CPE and kit.
Can I install the BCN Internet service by myself?
No, by having a trained installer complete the installation BCN ensures that you receive the optimal signal to ensure the best performance possible.
What do I need to know about my home installation?
An installer may have to mount the CPE device to your home roofline and run a cable into your home to connect your computer and/or network. Therefore, the person at home during the entire installation should be the person who will be using the service and a resident of the home who is at least 18 years of age. This person must be able to authorize any drilling or wiring required for the installation. If you rent your residence, you must make prior arrangements to receive approval from your landlord prior to our installation appointment.
When will Installation be scheduled?
Once payment is received, BCN will make its best effort to install your service during our regular business hours Mon-Sat 8:30am-5:30pm. Typically, home customers should not have to wait longer than one month for a home installation to be performed. BCN requests that if an appointment is scheduled, that you ensure that you will be on-site to meet our installer.
Please visit any of these links for commonly asked questions relating to our Billing and Payments:
How can I update my payment information or change my payment method?
To update your credit card, bank account or change your payment method, please call our billing department. It may take up to 15 days to make a change to the automatic payment system.
When is the billing cycle?
Your billing cycle is from the first day of the month to the last day, same as a calendar month. Your invoice will be automatically calculated when the month is over.