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Support2021-06-28T12:19:57-06:00

Choose a Topic

Questions? We have answers.

If you don’t find an answer to your question below, please contact Technical Support at 719-589-5140.

Can I use my own router with Jade Internet?2021-05-26T15:50:29-06:00

Meet Jade Premium Wi-Fi.

We’ve found that Wi-Fi produced by store-bought routers is the main source of frustration and cause of trouble tickets for people who do not understand why their speeds seem slow or why their online experiences are subpar. This is the reason why we’ve decided to offer a fully managed Premium Wi-Fi service for our subscribers (at no extra cost).

Premium Wi-Fi gives your home an upgrade with signal in every room, strong connections for all your devices, and increased speeds for faster online activity. And it’s included in the cost of your service. Premium Wi-Fi is required for your Internet connection to work properly.

What are the benefits of Premium Wi-Fi?

With Jade Premium Wi-Fi, you don’t have to worry about updating your router’s firmware to keep it operating and secure, and we make sure it supports the latest devices and fastest speeds with all the latest updates. Plus, you get to control your Internet experience with the award-winning Jade Wi-Fi App, available on both the App Store and Google Play.  On the app, you can setup parental controls, run speed tests, create guest networks for parties and events, and get real time updates on your security and information. It’s truly worry free, stress free Wi-Fi.

Store-Bought Router

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Jade Premium Wi-Fi

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Whole Home Wi-Fi Support2021-05-06T15:27:18-06:00

Let Jade provide you with a worry-free, high-quality wireless home network. With more and more users and devices being connected to home networks, we can help you optimize your home Wi-Fi network to maximize the performance of your connected devices.

Jade Premium Wi-Fi includes:

  • The Jade Blast, a Wi-Fi 6 router
  • Ultimate privacy with intrusion prevention
  • Security from cyber criminals, viruses, and malicious websites
  • Remote support
  • 24/7 Troubleshooting
  • Wi-Fi Extender installation

Jade Internet Whole Home WiFi

General Troubleshooting Tips2021-04-21T14:44:09-06:00
  • Unplug the power from your Premium Wi-Fi system and wait 30 seconds before reconnecting.
  • Do not press the Reset Button on the back of the Jade Blast. If you have pressed the reset button on the router contact Technical Support to get further help.
Do you offer Wi-Fi extenders to increase signal range?2021-05-26T15:47:19-06:00

The internet is a magical place, and Wi-Fi extenders are one of the ways we make that magic work in every room, crevice, and space in your home. Jade Wi-Fi Extenders extend network range and speed to parts of your home that may have a Wi-Fi dead zone. Mesh extenders use your existing Wi-Fi network to extend it to devices on the other side of your home.

Jade Wi-Fi Extenders Include:

  • Smart roaming intelligently connects your mobile devices to the fastest Wi-Fi as you roam around your house for seamless 4k video streaming, web surfing, and more
  • Wi-Fi 6 wireless chips, enabling faster speeds than traditional extender
  • Easy install
  • Strategic placement ensures Whole Home Wi-Fi coverage
  • Review the Quick Start Guide 

Jade-Blast-Wi-Fi-Mesh-Extenders

Tips to Improve Your Internet Experience2021-05-10T12:29:28-06:00

Consider Updating Equipment

Outdated devices – also called legacy devices – operate in older software versions that can cause high levels of interference and do not allow you to take advantage of current Wi-Fi speeds. Mixed generations of gaming consoles can also cause issues.

Be Aware of Signal Obstructions

Physical obstructions in homes such as adobe walls, cement walls, thick mirrors, metal frames or siding, and some types of flooring, can reduce the range of a Wi-Fi network by 25% or more. Adding a Jade Wi-Fi Extender to your home can extend your signal and give your more internet in every room.

Protect your Data and Your Family

Don’t be an easy target for individuals looking to access your personal information to use for their own illegal purposes. Viruses and Spyware programs are being created at an alarming rate. To help secure your computer and protect your personal information, we offer several recommendations.

  • Use Premium Wi-Fi (avoid store-bought routers)
  • Stay current on operating system updates
  • Leverage ProtectIQ – Jade’s system that protects you and your family from web intrusions and online viruses (included free in your internet service)
  • Use long passwords that contain numbers, letters, caps and special characters
  • Backup all critical data using an external drive

Feel free to contact Technical Support for additional help.

Do you have a guide that can walk me through setup?2021-05-26T15:51:39-06:00

Yes, of course! We want your home internet to be quick and easy so we’ve assembled these fun, easy to read guides for you.

When is my Jade Internet Bill due?2021-04-21T14:30:41-06:00

Jade’s Billing Cycle

Since we bill in advance, your Internet billing cycle begins on the 20th of the month and ends on the 19th of the subsequent month for each month you’re using service. Your Jade bill is due in full by the 10th of the subsequent month. For example, your bill for July will be sent to you (by email or mail) on June 20th and must be paid in full by July 10th.

Jade-Internet-billing-schedule

Understanding Your Bill2021-05-26T15:49:08-06:00

Your First Bill Explained

Your first Jade Internet bill will more than likely be higher than your following monthly bills. If your installation date does not take place on the 20th of the month, your first bill will include the charges for the upcoming month as well as a prorated charge for the current month.

Additional charges: Your bill will also include the cost of any add-on services, like security software, Jade TV, or home phone, if requested.

How does the prorated charge work for the first month?

The prorated charge is a one-time charge for the period you’ve used your Jade Internet service in the first month. The prorated period begins the day you started service and ends on the 20th of that month. The prorated charge is included in your first bill along with the charge for the next month’s service. You’ll receive your next bill around the 20th of the month.

Why am I being charged extra for Premium Wi-Fi service?

All equipment and technology is included with your Jade Internet. There is no extra charge for equipment or technology (routers, switches, etc.). However, we are required by the government to itemize your bill. So, even though your equipment and technology is included in the cost of your Internet service it is itemized as a separate line item on your monthly bill.

I have a credit on my account. How will it look on my monthly bill? 

If you have a credit on your account, it will show up on your monthly bill in parenthesis. This is not an amount that you owe, instead it’s a record of your account history.

How do I put my account on Auto Pay?2021-04-21T20:36:24-06:00

Signing up for auto pay is easy! Once you pop in your info, we’ll make sure your bill is paid on time, every time.

How do I sign up?

  1. Click here
  2. Complete the sign up
  3. Boom! You’re Done

Monthly Notices

Jade will notify you each month when your bill is due. In an effort to reduce our carbon footprint, you will receive your notice via email. In some cases, we’ll also send a printed bill to your mailing address on file. To ensure that you receive your email bill, please add btc@gojade.org to the list of approved senders.

How do I send my voicemail to my email?2021-04-21T14:16:11-06:00

Using the Free Voicemail to Email Feature

  • Sign in to your email account
  • When you get a voicemail message, you will receive an email from ‘YOURTELEPHONE’ delivered right to your inbox. The message will have an attachment
  • Open the attachment and your media player will play the message
  • If desired, save the attachment on your computer
  • Follow the links in the message to save or delete the message from the voicemail system
How do I change my voicemail password?2021-08-20T11:15:33-06:00

Changing your voicemail password

  • Access your voice mailbox
  • Press 9 for the mailbox setup menu
  • Press 2 to change your password
  • Enter your new password and then press the pound (#) key
  • When prompted to verify the password, enter it again and then press the pound (#) key
How do I record my greeting?2021-04-21T14:21:12-06:00

Recording your greeting

  • Access your voice mailbox
  • Press 9 for the mailbox setup menu
  • Press 1 for greeting options
  • Press 2 to record your greeting
  • Recording your greeting, then press the pound (#) key
How do I access my voicemail?2021-04-21T14:21:04-06:00

Accessing your voicemail from your home phone

  • Dial 206-8100
  • If prompted, enter your password then push the pound (#) key

Accessing your voicemail from a different phone

  • Dial 206-8100
  • Enter your 10-digit phone number
  • Enter your password then push the pound (#) key

Retrieving messages once in your voicemail

  • Sign into your voice mailbox
  • Your first new message may play immediately. If not, press 1 to listen to your messages. You will hear, “You have x new messages and x saved messages.”
  • Press 1 to listen to new messages
  • Press 2 to listen to saved messages
  • Press 3 to delete the message and play the next
  • Press 4 to save the message as new
  • Press 5 to reply to the message*
  • Press 6 to forward the message to another mailbox*
  • Press 7 to skip backward in the message
  • Press 8 to pause the message
  • Press 9 to skip forward in the message

*Voicemail package must be programmed to allow this functionality

How do I use call forwarding?2021-04-21T14:16:06-06:00

Enabling call forwarding to automatically forward your calls to another location

  • Dial *72 and wait 5 seconds for dial tone
  • Dial the forward to number
    • If the station does not answer or is busy, you will need to hang up and repeat the previous steps
    • If you repeat within 2 seconds of the original attempt, you will hear 2 beeps, indicating call forwarding is in effect

Disabling call forwarding 

  • Dial *73 and wait 5 seconds for 2 bursts of dial tone
  • Hang up – call forwarding is now disabled
How do I setup three way calling?2021-04-21T14:15:54-06:00

Enabling Three Way Calling/3 party conference calling

  • Press and release the hook-switch to put the original party on hold
  • Listen for 3 bursts of a dial tone followed by a steady dial tone
  • Dial the number of the third party. You can now speak privately with that person.
  • Press and release the hook-switch to establish the conference connection
  • When the originating party hangs up, all parties are disconnected
How do I setup speed dial settings?2021-04-21T14:15:46-06:00

Enabling Speed Dial Settings

  • Dial *75 and wait 5 seconds for a dial tone
  • Dial a cone number between 2 and 9
  • Dial the directory number to be stored with the corresponding code
  • Wait 5 seconds for 2 bursts of dial tone, then hang up

 

  • Repeat steps 1-4 for each number to be stored, using a different code each time
  • To use speed dialing, dial the selected code number and wait 3 seconds for the call to be placed
How do I setup call waiting?2021-04-21T14:15:32-06:00

Enabling Call Waiting

  • An alert tone gives notification of an incoming call. To answer the call, press and release the hook-switch
  • To alternate between calling parties, press and release the hook-switch
  • To end the conversation with the original part, simply hang up
How do I setup Caller ID release?2021-04-21T14:15:26-06:00

Enabling Caller ID Release

  • Dial *82 to make your number appear on the calling party’s telephone or Caller ID system
How do I setup Caller ID blocking?2021-04-21T14:15:17-06:00

Enabling Caller ID Blocking

  • Dial *67 to display a “private” name on the calling party’s telephone or caller ID system
How do I run a speed test from the App?2021-04-25T14:29:54-06:00

How do I change my network name and password from the App?2021-04-25T12:38:18-06:00

I just downloaded the app. Where do I start?2021-04-25T18:17:04-06:00

How do I setup my Wi-Fi?2021-04-25T12:37:15-06:00

Jade-Internet-Remote-Support

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