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Support2022-01-04T08:50:33-07:00

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Questions? We have answers.

If you don’t find an answer to your question below, please contact the Wi-Fi Wizards 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?2022-02-15T10:16:09-07:00

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 Bill due?2021-11-29T11:12:33-07:00

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 Bill2022-03-25T16:52:07-06:00

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 Jade Security, 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

How do I setup up smart notifications?2022-04-26T09:31:00-06:00

To setup email alerts and/or push notifications:

  1. Open the Arlo app on your phone.
  2. Tap or click Mode and select the standalone camera for which you want to set up notifications.
  3. Tap or click the pencil icon next to the mode that you want to change.
    Inside the Edit Mode screen, the collection of rules that make up that mode displays.
  4. Tap or click the pencil icon next to the rule that you want to set up notifications for.
  5. Under Alert, select the check box next to Push Notification to receive push notifications on your mobile device.
  6. To receive email alerts, select the Email Alerts check box.
  7. If you selected Email Alerts, tap the pencil icon to enter the email addresses of the people who need to receive email alerts.
    Note: The email address that is associated with your Arlo account is already included.
  8. Tap or click Edit to enter additional email addresses.
  9. Tap or click Save.
    Your settings are saved.
Why is my Arlo wire-free camera offline?2022-04-26T09:41:56-06:00

If your Jade Security / Arlo Camera is offline, follow these troubleshooting steps:

  1. If your Arlo camera or device was working before and now it is offline, follow these troubleshooting steps:
    • Is your Arlo device connected to the correct Wi-Fi network? 
    • Is your router connected to the internet? 
      • Wi-Fi router: If your router isn’t connected to the internet, you can try unplugging your router, waiting 30 seconds, and plugging it back in. If your router still does not connect to the internet, please call our Wi-Fi Wizards at 719-589-5140
    • Is there Wi-Fi signal interference? 
      • Environments with multiple Wi-Fi networks, Wi-Fi devices, or frequencies can cause signal interference. If possible, minimize the number of networks, Wi-Fi devices, and transmitted frequencies in the area where you place your camera.
    • Is your Arlo device receiving power? 
      • If your Arlo device uses a battery, make sure the battery is charged (and properly inserted, if the battery is removeable). The Arlo app lets you know if your battery is low.
      • If your Arlo device is plugged in to an electrical outlet or solar panel charger, make sure that the connections are secure and that the outlet or solar panel is receiving power. We recommend that you use only Arlo cable accessories that are compatible with your Arlo product. Avoid using third-party charging cables.
    • Turn your Arlo device off and on: 
      • If your Arlo device uses a removeable battery, remove the battery for ten seconds, then reinsert the battery.  If you are using a wired device, unplug the power for ten seconds, then plug the device back in.
      • If you can’t turn off your device, go to the next troubleshooting step.
    • Is your camera too hot or too cold? 
    • Check Arlo service status. 
      • Check Arlo’s status at status.arlo.com to stay up to date with our latest service updates.
    • Perform a factory reset on your device. 
      • If you tried all the above options, and the Arlo app still shows that your device is offline, remove your device from the Arlo app and factory reset it. Then reinstall the device.
      • For help factory resetting your device, visit How do I factory reset my Arlo camera?.
Arlo Essential Wire-Free Camera Tour2022-04-26T09:42:00-06:00

Jade Security Arlo Essential Camera - Front View

Jade Security Arlo Essential Camera - Bottom View

Jade Security Arlo Essential Camera - Back View

Legend:

  1. Spotlight: Activate the integrated spotlight manually, or set it to trigger when motion is detected. For more information, visit How does the spotlight on my Arlo camera work?.
    Note: The Arlo Essential Camera (VMC2020) does not have an integrated spotlight.
  2. Microphone: Use the integrated microphone to have a full two-way conversation with someone on the other side of your Arlo Essential wire-free camera.
  3. Light Sensor: The light sensor is used to determine when to trigger the integrated spotlight. For more information, visit How does the spotlight on my Arlo camera work?.
  4. Camera LED: Determine the status of your Arlo camera by referring to the LED indicator. For more information, visit What do the different LED behaviors on my Arlo camera mean?.
  5. Full HD Lens with 130-Degree Field of View: View your videos in full HD and capture a wide viewing angle for motion detection.
  6. Weather Resistant Camera Housing: Use your Arlo Essential wire-free camera indoors or outdoors. For more information, visit Are Arlo cameras weatherproof?.
  7. Speaker: Deter intruders by activating the siren on the integrated speaker. For more information, visit How do I turn the siren on my Arlo camera on or off?.
  8. Sync Button: Use the sync button to initiate onboarding, factory reset, or shut down the camera. For more information, visit How do I use the sync button on my Arlo Essential wire-free camera?.
  9. Charging Port Cover: Pull the cover to access the micro USB charging port, and charge the camera indoors or outdoors. For more information, visit How do I charge my Arlo Essential wire-free camera?.
  10. Screw Mount Hole: Use the screw mount hole to attach your camera to the included screw mount. For more information, visit How do I mount my Arlo Essential wire-free camera?.
    Note: The Arlo Essential XL Spotlight Camera (VMC2032) has an additional screw mount hole at the bottom of the camera, next to the charging port cover.
What do the icons in the Arlo app mean?2022-04-26T09:50:19-06:00

To check Your Jade Security Device Status:

  1. Launch the Arlo app or log in to your Arlo account at my.arlo.com.
  2. Tap or click Settings > My Devices.
  3. Select a device.
    The status icons and device settings display.

Camera Status Icons:

 Sound detection. If this icon is light gray, sound detection is disabled in the camera’s currently selected mode. If the icon is black, sound detection is enabled. If the icon is orange, the camera is currently detecting sound.

 Motion detection. If this icon is light gray, motion detection is disabled in the camera’s currently selected mode. If the icon is black, motion detection is enabled. If the icon is orange, the camera is currently detecting motion.

Wi-Fi signal strength. Shows the signal strength for the Wi-Fi connection between the base station and the camera.

   USB device. If this icon is showing, a USB storage device is connected. If the icon is orange, the storage on the USB device is almost full.

 SD card. If this icon is showing, a SD or microSD card is connected. If the icon is orange, the storage on the SD or microSD card is almost full.

Battery. Shows an estimate of your battery charge. For more information about battery icons and notifications, visit What do my Arlo camera’s battery level icons and notifications mean?.

 Play button. Tap or click to view a live feed.

 Recordings. Tap or click to view recordings.

Solar Panel has Fully Charged Camera Battery. Note: it is possible that these icons will only display for a few minutes and revert to gray.

Battery not Charging. Note: if the battery is too cold or too hot, the battery will not charge.

Camera Feed Icons:

 Play button. Tap or click to view a live feed.

 Stop. Tap or click to stop a live feed.

 Volume. Tap or click to adjust the volume on your camera.

  Push to talk. Tap or click and hold to speak to someone through your Arlo camera.

 Record. Tap or click to record a live feed.

 Snapshot. Tap or click to take a picture of a live feed.

  Spotlight. Tap or click to activate an Arlo Light or the spotlight on your camera. Not all cameras have an integrated spotlight. For more information, visit How does the spotlight on my Arlo camera work?.

 Expand. Tap or click to view a live feed in full screen.

 Minimize. Tap or click to exit a full-screen recording.

Other App Icons:

 Pencil (Edit). Tap or click to edit rules and names of cameras.

 Settings. Tap or click to access the device settings of a camera.

 Add. Tap or click to add a new device or other option.

 Emergency. Tap or click to Activate Siren, Call a Friend, or activate Emergency Response.

 Learn more. Tap or click to learn more about a feature or camera.

How do I change the motion sensitivity on my Arlo camera?2022-01-03T12:11:35-07:00

If you get too many or too few motion activity notifications, try these steps to test or adjust the motion detection sensitivity of your Arlo camera.

To test motion sensitivity settings on your Arlo camera: 

  1. Launch the Arlo app or log in to your Arlo account at my.arlo.com.
  2. Tap Settings My Devices.
  3. Tap a device.
  4. Tap Device Utilities Motion Detection Test.
  5. Move the slider left or right to increase or decrease motion detection sensitivity. We recommend starting at a low setting.
  6. Walk in front of your Arlo camera.
  7. Keep moving, and increase the motion detection slider until the camera’s front LED light starts blinking. This means the camera has detected your motion and should be set at this level.
    Note: This test does not save new motion detection settings.

To change motion detection settings on your Arlo camera:

  1. Launch the Arlo app or log in to my.arlo.com.
  2. Tap Mode.
  3. Select the device you want to adjust.
  4. In the Armed section, tap the pencil icon.
  5. In the Rules section, tap the pencil icon for the rule you want to edit.
  6. Tap the pencil icon next to Motion is detected.
  7. Move the slider to decrease or increase motion sensitivity.
  8. Tap Save.
  9. Tap < Edit Mode.
  10. Tap Done.

Your motion sensitivity settings are saved.

Tip: you can also refine your camera’s field of view with Activity Zones.

For more information about using motion detection, watch our YouTube video: Arlo Wire-Free: Using Motion Detection.

What is Emergency Response and how does it work?2022-05-03T11:42:00-06:00

With Emergency Response you have 1 tap access to fire, police, or medical responders.  

How Emergency Response works:.  

Jade Arlo Emergency Response

Then choose from these options:

  • Fire. Our 24/7 Emergency Response monitoring team calls the fire department for you and provides the location information you set in the Arlo app.
  • Police. Our 24/7 Emergency Response monitoring team calls the police department for you and provides the location information you set in the Arlo app.
  • Medical. Our 24/7 Emergency Response monitoring team calls emergency medical responders for you and provides the location information you set in the Arlo app.

After emergency responders are dispatched to your home, Arlo’s 24/7 monitoring team provides updates to you via your preferred method of communication (text or call). In non-emergency situations, you can also call a friend from the Jade Arlo app. The Call a Friend option automatically calls a designated friend or family member from your phone’s contacts.

Jade-Internet-Remote-Support

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