Frequently Asked Questions
Answers to common questions about Northwest Ohio Broadband internet service, equipment, billing and support.
General Service Questions
What internet speeds do you offer?
Northwest Ohio Broadband offers multiple residential internet plans. Current plans include 20/10 Mbps, 30/15 Mbps, 40/20 Mbps, 60/30 Mbps and up to 100/50 Mbps in supported areas.
Available speeds vary by location, tower, signal conditions and network capacity.
How do I know which plans are available at my address?
Internet availability is location specific. Use our coverage and availability request page so we can review service options for your address.
Is Northwest Ohio Broadband satellite internet?
No. Northwest Ohio Broadband primarily uses locally operated fixed-wireless infrastructure to deliver internet service from network sites throughout our service area.
Does weather affect wireless internet?
Normal weather generally should not cause a properly engineered connection to stop working. Severe storms, electrical outages, damaged equipment or unusual conditions can affect network infrastructure.
Routers and Home Networks
Why is my Wi-Fi speed lower than my internet plan?
Wi-Fi performance depends on your router, device, distance, walls, interference and which Wi-Fi frequency your device is using.
A wired Ethernet test is usually the best way to separate an internet-service issue from a Wi-Fi issue.
Can I use my own router?
In many cases, yes. Customer-owned routers can be used, but support responsibilities may differ from equipment provided or managed by Northwest Ohio Broadband.
Should I reboot my router if my internet stops working?
A router reboot can correct some local network problems. Before repeatedly rebooting equipment, check our Network Status page to see whether a larger outage has been reported.
Can older devices limit my internet speed?
Yes. Older computers, phones, network adapters, switches and routers may not support the full speed of your current internet connection.
Account Questions
Where can I pay my bill?
You can access the Northwest Ohio Broadband billing portal online.
Where can I check my Northwest Ohio Broadband email?
Customer webmail is available through our email portal.
Where can I find plan pricing and other fees?
Current internet plan pricing and service-related fee information is available on our Pricing & Fees page.
When You Need Help
What should I do if my internet is completely offline?
First, check the Network Status page. If no widespread outage is listed, verify that your router and network equipment have power.
If service does not return, contact Northwest Ohio Broadband for assistance.
Will I be charged for a service call?
Whether a service visit is billable depends on the cause of the issue and the work required. Review our Service Calls page for additional information.
What if the Network Status page says everything is operational but I am offline?
The Network Status page is intended for larger or known service-impacting events. An individual customer can still experience a local equipment, power, wiring, Wi-Fi or signal issue even when the overall network is operating normally.
Other Internet Technologies
How is Northwest Ohio Broadband different from Starlink?
Starlink is a satellite internet service. Northwest Ohio Broadband operates local fixed-wireless infrastructure. Each technology has different equipment, network paths, support models and operating characteristics.
How is Northwest Ohio Broadband different from 5G home internet?
5G home internet typically uses a mobile carrier’s cellular network. Northwest Ohio Broadband uses fixed-wireless infrastructure designed to serve customer locations from our local network.
Do you test new internet plans or equipment?
From time to time, Northwest Ohio Broadband may evaluate new equipment, service features or network configurations with selected customers.
Contact Northwest Ohio Broadband.
If you cannot find the answer here, contact us and we’ll help point you in the right direction.