Help and Support / Data
High-Speed Internet FAQs
This article contains FAQ's about BendBroadband High-Speed Internet.
Why does BendBroadband charge for usage beyond my monthly allowance?
The continued migration of Netflix usage from mailed DVD to Internet streaming/download as well as other data intensive uses of the Internet are impacting all providers of high-speed Internet service. While we certainly acknowledge and appreciate that content rich services like Netflix make our high-speed offering more valuable to the end user, the volume of data associated with Netflix drives significant incremental investment in the network and the need to purchase more bandwidth in order to maintain the user experience and this must be funded. Neither BendBroadband or any other cable operator are funded in any way by Netflix. BendBroadband's decision to implement usage allowances in 2007 was based on the principal that those that are using significantly more than the average monthly bandwidth should bear the cost associated with this higher usage, rather than further increasing the price of service for all customers. At that time only one half of one percent of all BendBroadband Internet customers were exceeding 100Gb and that has since increased to 2% of all high-speed Internet customers. As we see often in the press today there is a growing acceptance that usage based high-speed Internet pricing is required due to the impact of services like Netflix and is ultimately the fairest approach to pricing.
What happens if/when I exceed my monthly usage allowance?
BendBroadband charges a flat rate of $10 per 50 GB when customers exceed their usage limits.
- Customers that surpass their usage allowance by 1 GB to 50 GB will be charged $10
- If you exceed your limit by 51 to 100 GB, the fee is $20
- And if you surpass your data allowance by more than 100 GB, the fee is $30
You can check your usage and sign up for usage notification emails or texts at any time under the My Account tab on our website. Also, business customers can sign up to receive email or text notifications when they reach 70 percent, 90 percent and 100 percent of their total available bandwidth. Business customers can also choose to receive alerts at 50, 75, and 95 percent.
Does downloading and uploading count towards my bandwidth allowance?
Yes, both downloading and uploading are factored into your monthly allowance.
How do I know how much bandwidth I consume in a month?
There are two ways to check your monthly bandwidth consumption:
- Visit the Internet Usage section of your Bendbroaband online account. (Visit Bendbroadband.com, click My Account, then choose Internet Usage.) That page will show you up to 12 months of accumulated Internet usage history (i.e. if you’ve only been a BendBroadband customer for six months, you’ll only see six months of history). A BendBroadband user name (email address) and password is required to log in. If you don’t have one, you can get one by visiting the My Email manager section of My Account, then choose Sign up.
- Check your monthly BendBroadband bill. Monthly Internet Usage is displayed in the Monthly Charges section, under Internet charges. Your monthly usage allowance is listed, as well as what you actually used.
What are some possible causes of excessive bandwidth?
Peer-to-peer file sharing applications may be the problem. These programs operate as file servers by default and many users are not aware that their hard drive offer files directly from their computer to other Internet users. In many instances, this can result in excessive bandwidth usage without the users' knowledge.
As noted in earlier FAQs, there is a possibility that other users may be accessing a customers' wireless network without their knowledge. This can and will cause increased bandwidth usage. All Wi-Fi routers include a secure password-protected connection designed to block others from accessing the network. To secure a wireless network, customers are advised to refer to the documentation, website, or technical support of the manufacturer of the wireless router.
Of course it's always a possibility that a computer may be infected by a virus. Many viruses are created to send out mass emails from the infected computer and without the owners' knowledge. Installing antivirus software on computers and regularly scanning for possible infections may resolve this issue. BendBroadband offer antivirus software. Please visit our web portal at my.bendbroadband.com to sign-up for antivirus software, additionally our Gold and Silver level Internet services receive this software at no extra cost to the customer.
Are my speeds and consumption measured in bits or bytes?
Connection speeds are measured in bits per second.
Consumption (Bandwidth) is measured in bytes transferred.
My speeds are slow, does BendBroadband have a way of verifying speeds?
First we will run through a series of test (from our offices) to ensure that your cable modem is responding properly and that there is nothing wrong with your connection. If a problem with our service is discovered, we will immediately work to resolve the issue. If we believe the problem is linked to your office equipment, we will inform you of this. Once we have tested that our system is working, you have the option to request an on-site test at your modem by a BendBroadband technician for a fee of $39.50. If we find that there are issues that are our responsibility, we will waive the fee and work to resolve the issue. However, in most cases we find the speed issue is caused by customer-provided equipment; i.e. routers, wireless set-up, and PCs.
Does BendBroadband provide support to my devices and PCs?
BendBroadband will provide an Internet connection to your cable modem and will ensure that the signal from our facility to your modem is functioning properly (within normal parameters). What happens beyond the cable modem is out of our control and is your responsibility. Customer-provided routers, wireless devices, and PCs along with other in-office problems can cause your speeds to be degraded. BendBroadband will assist customers in the setting up their email and Internet connection to the PC to provide full connectivity to the Internet.
My Internet connection seems to slow? What might be the cause of this?
Speeds can vary depending on your office network and programs being used on your computer. BendBroadband provides service to the cable modem and cannot control what happens beyond the modem. Routers, wireless set-ups, your operating systems, and the specifications of your PC can cause your speeds to fluctuate. In addition, websites experiencing heavy traffic could cause slower speeds. If you have network or wireless devices, try plugging your Ethernet cable directly into your cable modem from your PC. If problems still occur you can contact our technical support department at (541) 382-5551.
BendBroadband offers a speedtest @ http://speedtest.bendbroadband.com
Does a wireless router affect my performance speeds?
Wireless routers typically cause a reduction in signal strength or speed. For best results, consider connecting the computer directly to the cable modem.
What is Phishing?
If you receive an email from a web site or company urging you to provide confidential information, such as a password or Social Security number, you might be the target of a phishing scam. If this happens, do not reply to the e-mail. Companies should never ask you to provide personal information via email. BendBroadband specifically will never request any customer sensitive information such as account numbers, credit card information, etc. via email.
Does BendBroadband plan to offer faster Internet upload speeds?
We are actively preparing our network for higher upstream speeds for both business and residential Internet subscribers. Details on timing of deployment, as well as specific changes to our high speed Internet packages, will be released at a future date.