Broadband FAQ

What is a speed test? 

• Speed tests measure your current connection’s maximum speed – how fast your device can upload and download information – by accessing nearby test servers. The test mimics your online activity in a controlled setting by downloading sample files and recording speeds. 
• Visit https://broadband.wv.gov/west-virginia-internet-speed-test/ to complete your speed test.  

How fast should my internet be?  

• The Federal Communications Commission (FCC) defines broadband or high-speed internet as 25 Mbps for download and 3 Mbps for upload speed. Although that’s enough speed for basic internet use, it’s actually a bit slow by today’s standards, since many providers offer 100 Mbps speeds as basic-level plans. 

What is broadband? 

• In telecommunications, broadband is wide bandwidth data transmission which transports multiple signals at a wide range of frequencies and Internet traffic types, that enables messages to be sent simultaneously, used in fast internet connections. 

What are the different types of internet services? 

• There are several types of internet connections, and the type of connection you have plays a huge part in the speeds you can get. 
• Fiber internet is the fastest internet you can get. It uses bundled fiber-optic strands wrapped in a reflective case to transmit large amounts of data with light signals. Most fiber internet plans give you 1,000 Mbps speeds, although some providers can get you speeds of up to 2,000 Mbps or even 5,000 Mbps. Fiber is also the only type of internet that gives you symmetrical upload speeds—so your uploads can be just as fast as your downloads. 
• Cable internet uses the same coaxial copper cables that transmit cable TV services. It can reach gigabit speeds and is more widely available than fiber, making it an excellent option for most customers looking to have high-speed internet in their homes. You can usually get it through current or former cable TV providers where you live. 

• DSL, short for digital subscriber line, uses the same wiring as landline telephone networks. It’s relatively slow (maxing out at 100 Mbps) and is becoming somewhat obsolete, since most DSL providers also offer fiber and have focused more on expanding their fiber services in recent years. 
• 5G home internet (over cell service) is a relatively new internet type that provides internet over a fixed wireless connection. This type’s speeds range from 100–1,000 Mbps. 5G networks are still in the process of coming together, so 5G home internet isn’t widely available yet. The technology works best in densely populated areas, so 5G is mostly available in towns and cities—for now at least. 
• 4G LTE home internet (over cell service) uses similar technology as 5G internet, but over 4G networks. It delivers slower speeds, usually dependent on what kind of cell service is available in the area. But it’s a great option for rural users whose other options might be limited to satellite internet. 
• Fixed wireless is a wireless, cellular–based type of internet connection. Most fixed wireless plans give you max speeds of 25–50 Mbps, making it a solid fallback option if you can’t find something faster or cheaper. 
• Satellite internet is available almost anywhere in the United States, but it can be restrictive in either speed or data consumption or both. Most satellite customers live in rural areas where you can’t get any other type of internet connection. 

What does “Mbps” mean? 

• Megabits per second (Mbps) are units of measurement for network bandwidth and throughput. They are used to show how fast a network or internet connection is. Each Mbps represents the capacity to transfer 1 million bits each second, or roughly one small photo per second.  
• What is the difference between internet and Wi-Fi? 
• Wi-Fi, or Wireless Fidelity, is a short-range network where devices such as smartphones and computers can connect to the Internet within a selected range without having to be connected to a router by a wire. On the other hand, the Internet is a network of networks, including wi-fi networks, that allows computers or smart devices to communicate (send and receive their information) with one another via the Internet Protocol. 

How can I tell if the internet is available to me in my area? 

• Visit – https://wvbroadbandoffice-wvbroadband.hub.arcgis.com/ 
• Explore West Virginia’s broadband initiative by accessing a variety of interactive maps and GIS data. You can view federal, state, and local broadband projects, and broadband availability at the address level, search for potential providers in your area and stay updated with broadband development in West Virginia. 

My neighbor has internet, but the service provider says that they can’t provide me with internet. How come?  

• Some providers have a backlog of customers that are awaiting service while others may have issues with their network capability.  Every circumstance is different and it is recommended that you speak to the provider in your area to determine the cause of the problem.  The PC Broadband Council will be happy to help you contact the provider should you wish.

I live in an area where I can’t have internet? Why? How can I get internet?

• It is difficult to determine why, in your particular situation, you can’t have internet.  Please review the maps available at https://wvbroadbandoffice-wvbroadband.hub.arcgis.com/ to see if there is a provider in your area.  If there is not, know that the PC Broadband Council is working diligently to fill in these service gaps through available grants and by working with a number of providers to expand their coverage. 

My internet service provider won’t fix my internet. How can I make a complaint?

• Please visit https://ago.wv.gov/consumerprotection/Documents/CPAD%20Broadband%20Complaint%20Form%20Fillable.pdf 

How can I help the Pocahontas Broadband Council? 

• You can visit https://pocahontascountybroadband.com/ From there you can take a survey, and/or speed test to help track community data.  

What are the internet service providers in Pocahontas County? 

• Fiber: Citynet, Spruce Knob Seneca Rocks Telephone 
• DSL: Frontier Communications 
• Cable: Shentel 

• Satellite: HughesNet, ViaSat. Starlink may be available soon. 
• Cell Service: AT&T, Verizon, T-Mobile    
• Several of these providers serve a limited area, and are likely available only in some areas. 

How can I let my state and local representatives know that I need internet or that I have issues with my internet? 

• Please feel free to contact your local representatives on the County Commission, the State legislature, and your congressional representatives.  All of them are already working hard to expand coverage to rural America and Pocahontas County, but hearing from you about your specific situation is worthwhile.

What other measurements should I know?

• For practical purposes, you will only need to know a little bit (no pun intended). Kilos, megas, gigas and teras should see you through for the next few years or so.  
• KB, MB, GB – A kilobyte is 1,024 bytes.
• A megabyte (MB) is 1,024 kilobytes (KB).
• A gigabyte (GB) is 1024 megabytes.
• A terabyte (TB) is 1024 gigabytes. 

How do I connect to the internet?  

• A variety of physical media can be used to make the connections: Ethernet cable, telephone or power transmission lines, radio signals (satellite or wifi), and beams of visible light (fiber optics) are all the same to the Internet. The key thing is that a medium be capable of transmitting information according to the protocols of the Internet.