Troubleshooting

  • Plume

    Learn how to use your Plume

    • How do I install my Plume?
      1. Download the Plume app to your phone.
      2. Open the app and sign up to start setup.
      3. Disconnect your router or GigaCenter from the modem cable and reconnect your SuperPod to the modem cable.
      4. Set up your new Wi-fi name and password.
        *When setting your pod password, we recommend using the same password as your router or GigaCenter so you don’t have to reset all of your devices with the new password. Make sure the capitalization of letters is consistent.
      5. Plug additional pods in different rooms and follow app guidelines.
      6. Connect your devices.

      Plume App Self-Install

    • How does Plume’s content access work?

      Plume’s content access feature will allow you to restrict content for a device or person. We have identified the most common content filtering categories that you can use when personalizing your online experience.

      When setting up content filtering for a person or device, you can enable any of the four content filtering categories:

      No limits: You can access all types of content.

      Kids appropriate: Content that is tagged as NOT appropriate for kids will be filtered and inaccessible.

      Teenager friendly: Content that is tagged as NOT appropriate for teens will be filtered and inaccessible.

      No adult content: All content tagged as adult content will not be accessible.

      Please note that all devices associated to a person will inherit the content access settings assigned to the corresponding person.

      Content access will not work if Privacy Mode has been enabled.

    • How do I add or remove a person from my account?

      Add a person:

      1. Tap on the People or Devices button on the Home screen
      2. Tap on Add a Person
      3. Add photo, enter the name and select the devices used by this person. Assigning devices to the person will allow you to monitor and manage Wi-Fi settings for that person.
      4. You can also assign a Primary device, which is used to determine if they are home.

      Please note that adding a person does not give them access to your app account or passwords. It just allows you to monitor and manage Wi-Fi access for that person.

      mceclip1.png    Artboard_15.png Artboard.png

       

      Remove a person:

      1.  Tap on more options on the top right hand corner
      2. Tap on Remove the person which will remove the profile and historical data consumption information for that person

      Artboard_2_Copy.png    Artboard_2_Copy_2.png

    • How do I freeze or pause internet for a device?

      To set a schedule on when to freeze/unfreeze internet on devices, follow the steps below:

      1. Select the device in the app to access the device details page
      2. Tap on Schedule Internet Freeze
      3. Select Until End of DaySchool NightBedtimeIndefinitely or Custom
      4. Set the duration if you selected School Night, Bedtime or Custom

       Artboard_2.png   Artboard_3.png

       

      Artboard_4.png

       

      You can set a different duration on each day when you choose the Custom scheduling option.

       Artboard_7.png

      Interrupt Internet Freeze:

      You will be able to interrupt the internet freeze by either clicking Unfreeze Until End of Day or Clear Internet Freeze to reset the freeze internet schedule.

       

       Artboard_6.png

       

      What you will see

      When a device is frozen, it will not be able to access content. How that is displayed depends on the content you are trying to access. If you try to load an HTTP site, you will be redirect to the captive portal screen. However, if it is an HTTPS site, the page will simply timeout or say it cannot be reached.

      IMG_1056.png   IMG_1055__1_.png

      Plume also gives you the ability to pause internet access on a device or person instantly through the Time Out feature.

       

  • Phone
    • I’m not on the phone, but my line gives a busy signal when someone tries to call.

      Troubleshooting Suggestion:
      1. This is usually an indication something inside the home is not working properly, such as a cordless phone, answering machine, fax and/or satellite. Unplug everything from the jacks and use a regular phone to see if there is a dial tone. If unsuccessful, contact Customer Support at 1-866-ALL-WEST (255-9378).

    • My phones aren’t working after a lightning storm

      Troubleshooting suggestion
      1. Cordless phones are susceptible to lightning. Unplug all cordless phones and keep a corded phone plugged in. If the line works once all the cordless phones are unplugged, begin plugging in one cordless phone at a time to determine if one was affected by lightening.

    • The power is out

      Troubleshooting suggestions:
      1. If the power is out and you do not have Fiber or Co-Ax service, a corded phone will still operate. Cordless phones require power, so they will not work until electricity is restored.
      2. If you have Fiber or Co-Ax service, the phone modem has an eight hour battery backup for voice calling. In order to make or receive a call within the eight hours, you must have a corded telephone.

    • I have no dial tone

      Troubleshooting suggestions
      1. When using a cordless phone, make sure all connections are tightly connected and that there is power to the unit. Perhaps even try a different outlet to see if that restores service.
      2. Plug a corded phone into the phone jack to see if you receive a dial tone.
      3. If there is still no dial tone please call us at: 866 All-West

  • TV
    • My remote is not working

      Remote will not turn on the TV.

      The remote may not be in TV mode.

      1. Make sure the TV is OFF. On the remote control, press the TV button once, then press the Power button once.
      2. Result: The TV turns ON.

      Remote will not turn on the TV.

      Possible Problems:
      1. The remote does not have a direct line of sight to the cable box.
      2. Something may be between the remote and the cable box, blocking the remote’s signal to the cable box.
      3. The angle between the remote and the cable box is too large.

      Resolutions
      1. Aim the remote control directly at the cable box front panel (not the TV or VCR).
      2. Remove obstacles between the remote and the cable box.
      3. Stand in front of the cable box and not too far to either side.
      4. The range of the remote control is roughly 15 feet, via direct line of sight to the cable box.

      Remote will not change channels or turn on the TV.

      Possible Problems:
      1. Batteries may be depleted.

      Resolutions:
      1. Try this quick test: Press the Power button on the front of the cable box. If the box turns ON or OFF, then it’s the remote — install new batteries in the remote.
      2. Also verify the equipment is plugged in to a power outlet; verify any loose cables are tightened; and if a wall switch or power strip controls the power ON/OFF, make sure the wall switch or power strip is in the ON position.

      Remote is lost or damaged and is no longer working.

      1. Come into the office for a new remote.
      2. You may contact us by email, Live Chat, or telephone to have a replacement remote shipped to your home.

      There may be a charge to replace a lost remote, damaged remote or to have a replacement remote sent to your home.

      Remote does not work anymore even with new batteries.

      1. Come into the office for a new remote.
      2. You may contact us by email, Live Chat, or telephone to have a replacement remote shipped to your home.

      There may be a charge to replace a lost remote, damaged remote or to have a replacement remote sent to your home.

    • TV picture is not clear

      Cable Connection may be Loose or Damaged:

      1. Check for loose or damaged Connections to your Cable Box
      2. Loose or damaged wires and cables can ruin your viewing experience. Check for loose connections using the steps below.
      3. Avoid tools for tightening your cables. Finger-tightening is enough to join signal connectors. Pliers and other tools can damage fragile connections.
      4. Finger tighten any screwed in connections to the back of your cable box.
      5. Tighten other loose cables by firmly pushing the connections completely into the port.
      6. Verify that power is firmly connected both into the TV, Set-Top Box and wall or power strip.
      7. Verify that the cable is not damaged.

       

      If these connections are all in good repair and firmly connected you can re-set your cable connection with the following steps

      1. Resetting the connection may take up to 15 minutes
      2. You cannot record on your DVR during this reset. Any pre-scheduled recordings will fail during this time.
      3. You will not be able to watch television while the reset is occurring.
      4. Before resetting the connection, please make sure to check for loose or damaged connections by following the steps above.
      5. To power cycle your set-top box, unplug the power from the back of the box. Wait 15 seconds, then plug it back in. The box will re-set once power is restored.

       

      If you are still having problems with your picture or signal please contact All West in one of the following ways so that we can assist you

      1. Live Chat with a representative at the link below.
      2. Call us at 1-866-ALL-WEST (255-9378) to talk to a Customer Support Representative or to schedule a visit from a technician.
      3. Come into one of our offices in Kamas or Coalville, Utah, or Evanston or Rock Springs, Wyoming to schedule a visit from a technician.
  • Internet
    • The speed doesn’t seem fast enough

      Run a speed test

      1. Connect an Ethernet cable directly from your modem to your computer (testing with Wi-Fi can significantly impact your results).
      2. Click here​, then click “GO”. (It takes a few seconds for the site to start registering your speed.)
      3. We recommend that you run the text several times, at different times of day for an accurate sampling.
      4. Please let us know if your download speed does not reflect the tier of service to which you subscribed.

      What could adversely affect my test results?

      1. Run the speed test over a wired connection directly to your modem. Performance over a Wi-Fi network is greatly impacted by a number of things not within All West’s control. Try connecting directly to the modem before running your speed test.
      2. Multiple devices on the same connection in your household could affect the reading. Try to run the test at a time when the only running device is the computer you are using to run the test.
      3. Run the speed test at different times of day. If you test during the hours with the highest network traffic, there is no way to guarantee your speed unless you subscribe to a dedicated connection.
      4. What is the age of your computer? Just like all technology, computers and equipment advance at a rapid pace. It is possible that if you use an older computer, it will be unable to fully utilize the speeds delivered over your internet connection.
      5. Make sure all programs are closed on your computer before running the test. If any programs were running when you ran the first test, shut down all programs and run the speed test again to see if it affects your results.
      6. Re-start your device to ensure an accurate reading. Try to run the speed test right after re-starting your computer, or check your Task Manager to shut down any active processes before running the test.
      7. If you have a firewall installed on your computer, it could affect the reading. Close down your firewall temporarily while you run the speed test and turn it back on when you finish.
      8. Virus and malware could also impede your computer from running at full speed. Be sure that you keep your computer protected from these malicious programs by installing virus and malware protection.

      All West provisions our modems and engineers our network to provide our customers the speed to which they subscribe. However, we cannot guarantee that you will achieve those speeds at all times, which is why the service is advertised as “up to” a specific level.

      If you have run the speed test and are not completely satisfied with the results, please let us know so that we can ensure your service is properly provisioned and working correctly. Call us at 1-866-ALL-WEST (255-9378).

    • I can’t get on the internet

      Reboot your Modem or Switch

      1. Unplug the power cord from the back of your modem
      2. Count to 15
      3. Plug it back in.
      4. Wait a couple minutes for it to re-establish a connection. Launch a browser and wait to see if the page comes up.
      5. If this doesn’t work perhaps there is a temporary outage.
      6. Or if you have a Wi-Fi router you can try the troubleshooting steps for that item.

      Reboot your Wi-Fi Router

      Make sure to follow the order listed to turn the equipment off and back on in a particular sequence.

      1. Turn off your computer(s).
      2. Unplug the modem’s power cord.
      3. If a router is connected, unplug the routers’ power cord.
      4. Check for loose cables.
      5. Plug in the modem.

      Check for service outage

      Make sure to follow the order listed to turn the equipment off and back on in a particular sequence.

      1. Wait 15-30 minutes and try to get on the internet again.
      2. Visit our website for outage information, here.
      3. Call us at 1-866-ALL-WEST (255-9378)
      4. In some cases service is interrupted for non-payment. If you think this may be the reason for the outage, visit Smart Hub or call us at 1-866-ALL-WEST (255-9378).

      If the troubleshooting tips did not help to re-establish your connection, please call us at 1-866-ALL-WEST (255-9378) to speak to a Customer Support Representative.

Select A Different Category

Choose a topic to get answers on all your All West questions