FAQs & Troubleshooting

Monthly Price is the cost of the plan before additional charges and monthly fees such as modem rentals and taxes are added.

One-Time Fees such as an installation fee or deposit. These are fees that are assessed once, often when service is installed or begins. Each one-time fee will be listed along with a description of the fee.

Typical Download Speed is the speed that data or bits arrive to a device, often measured in Mbps. Higher numbers represent faster speeds.

Typical Upload Speed refers to the speed that data can be sent from a device to other devices, often measured in Mbps. Higher numbers represent faster speeds.

Typical Latency measures the amount of time it takes for data to travel from one endpoint to another across the internet, in milliseconds. This measurement is often referred to as lag. Lower latency is an indicator of a higher quality connection, but a small amount of latency associated with the distance traveled is unavoidable.

Data Included with Monthly Price indicates the amount of data the plan provides before extra fees are charged or performance is decreased.

Network Management is how an internet service provider manages the data that moves across their networks.

The FCC has established a standard design and glossary of terms that all broadband labels must use. You can learn more here: https://www.fcc.gov/broadbandlabels-glossary.

You can find Broadband labels on our website at www.ConwayCorp.com/BroadbandLabels. When you’re shopping in-store, a customer service representative can help you access Broadband Labels.

In the simplest terms, broadband is high-speed internet access. It’s the internet you use on a daily basis in your home, your office or on your smartphone. You may use:

• Mobile broadband: This is internet provided over a cellular network.
• Fixed broadband: This is internet provided to a fixed location and can be provided over different types of connections. It’s the connection you get with Conway Corp internet service.

Broadband Labels – or Broadband Facts – are part of an FCC mandate designed to provide easy-to-understand information about high-speed internet plans.

Broadband Facts look like FDA nutrition labels. So, when you’re shopping, you’ll see clearly listed information like rates, speeds and data allowances to help you find the best internet plan for your needs and budget.

All broadband providers must display detailed information in the format of a label to allow comparison shopping for fixed and mobile broadband services. To learn more visit https://www.fcc.gov/broadbandlabels.

Click here for email setup instructions.

Customers must have previously created an email account. Conway Corp no longer offers email addresses.

Conway Corp will give customers 100 percent credit for the value of the kilowatt hours generated by the net-metering facility and fed back to Conway Corp during the billing period. If these kilowatt hours are less than the energy supplied to the customer by Conway Corp, the customer will be billed for the net difference at then current electric rates.

If these kilowatt hours are more than the energy supplied by Conway Corp, the customer will not receive any compensation for the net excess generation during the billing period but shall be credited with the accumulated net excess generation, if any, in the next billing period.

There are a few instances in which the customer can receive compensation for net excess generation:

• Net excess generation credits are older than 24 months and the value is at least $100
• The customer ceases to be a customer of Conway Corp
• The customer ceases to operate the net-metering facility
• The customer transfers the net-metering facility to another person

Conway Corp will compensate the customer at our avoided cost which is the weighted average annual cost of wholesale energy for the preceding twelve months.

No. Solar generation credits are only applied to your electric usage and cannot be used for water or telecommunication services. Any unused credits will roll over to electric usage the following month.

Your energy usage and the amount of solar power generated fluctuates with the season. The solar will work best in the spring which coincides with the time of year when your energy usage is typically lower due to the milder temperatures of the season. In the spring, the amount of solar power you send back to the grid may be higher than what you use from the grid.

In the summer, your solar performance will continue, but your energy usage will likely increase due to air conditioning use during the heat of the summer. In the fall and winter, solar performance will decline due to overcast weather, and if you use electric heat, your usage may increase in the cold of the winter. When this happens, the amount of excess energy delivered to the grid is reduced because you are consuming more of the solar energy you are generating.