FAQs

Luminate Broadband

Wi-Fi

Speed

Construction

myLuminate

LUMINATE BROADBAND

Why Luminate Broadband?

Luminate Broadband is a subsidiary of Yampa Valley Electric Association (YVEA). Since 1941, YVEA has provided electric services to Northwest Colorado. Seeing an opportunity to provide its members with a high speed and reliable internet service, YVEA formed Luminate Broadband in 2019.

Why fiber internet?

Because we can bring you internet at the speed of light! Fiber internet is internet provided over glass strands that carry data using light waves instead of the traditional copper wires. The result is that fiber is faster and more reliable. Our Why Fiber page has more detailed information.

Are there teaser rates, data caps, throttling and other shenanigans?

No. Just no. We don’t do teaser rates, data caps, throttling or any other shenanigans.

Are there any other fees?

Glad you asked. There is a $50 installation fee, an $8.95 per month modem rental, and those pesky taxes and fees that we have to collect for various entities. Non-standard installs may incur additional charges.

We also collect $150 when scheduling your install. Fifty dollars is for an equipment deposit and $100 will be credited to your first bill.

Do you offer cable TV or cell phone service?

We do not offer cable TV, however if you have a smart TV you can utilize your internet connection to stream live television. There are a variety of streaming services available for purchase and for free.  Cell phone service is not available, but we are able to provide a land line or transfer over your current landline service.

How do I disconnect service?

If there is something we could have done better, please let us know.  If it’s just a life event, you can request a disconnect.  Either way, we hate to see you go and thank you for having been a Luminate customer!  Please note that we require 30 days notice to disconnect.

Do you have a seasonal rate for second homeowners or extended vacations?

We do! There is a Seasonal Rate change fee of $50 to move to the seasonal rate of $19.95 per month. A $50 fee will also be charged to go back to original speed and monthly charge amount. There is a 6 month minimum and a 12 month maximum to be on the seasonal rate.

You may request our seasonal rate here.

How do I create a Smarthub account and make payments?

Check our how to guide here.

How do I change my Wi-Fi name and password?

Check our how to guide here.

How do I maximize my speed and troubleshoot?

Check our how to guide here.

What is the deal with 10 digit dialing?

Great question.  We’ve answered that here.

WI-FI

What is the internet?

The Internet is a massive global communications network. As its name suggests, it’s more than just one network – it’s a series of thousands of inter-connected networks. Luminate Broadband links into this global communications network to connect homes and businesses to the internet.

What is Wi-Fi?

Once the connection is made at your home or business, the incoming wire terminates at a small device, called a modem. A wireless connection is made possible using Wi-Fi technology, specifically, by another device in yoru home called a router or gateway. The Wi-Fi router plugs into the modem with a cable and uses radio technology to connect the devices in your home (ex: laptops, tablets, and smartphones) to the global communications network we call the Internet.

SPEED

How fast is fast?

It’s fast!  With up to 1Gbps download AND upload, you can do everything you already do online, but a lot more of it – and faster!

  • Online Gaming – No more game lag, slow ping rates or spotty connections.
  • Streaming Video – Enjoy buffer-free streaming of your favorite shows, even when streaming multiple shows on multiple devices.  Also, 4k streaming, which uses 4-5 times as much data as 1080p, will be just as fast.
  • Data Backup – Because our network has symmetrical download and upload speeds, your data backups will be noticeably quicker.
  • Multiple Users – Our network can handle (just about) as many simultaneous users as you can throw at it.

What speed do I need?

It depends!  Check out our Home Internet page for recommendations.

Why is my speed slower than expected?

Great question. Slower than expected speeds can be caused by a lot of issues.

  • How close are you to the Gateway? Wi-fi speeds degrade over distance.
  • Speaking of Wi-Fi – you will not get your highest speed unless you are plugged directly into the Gateway.  Our Gateways can deliver approximately 500 Mbps over Wi-Fi.
  • How is your equipment? Most older (and some newer) hardware is not capable of testing 1Gbps speeds.

CONSTRUCTION

When can I get service and what is the process?

We are continually building out our network and we are currently installing service for new customers. You may search your address to see if we are currently servicing your property or you can always contact us.

The process is pretty simple. Once determined that we can service your property at this time, you will fill out an online form and we’ll call to set up scheduling. There’s a little bit more paperwork after the install, but then you’ll be on super fast internet!

How do you install it to my house?

That depends! We have two ways to get gig speed to your house: fiber to the home or a short distance wireless solution. Your home will receive whichever type we have designed for your area. Either way, there will be a box attached to your house and a fiber line run through your wall to one of our modems inside your house.

MYLUMINATE

MYLUMINATE

Where can I download the myLuminate app?

Download the myLuminate app from either the Google Play store or Apple App Store. Search for “myLuminate” to find the correct app.

What should my Wi-Fi name and password be?

Your Wi-Fi (SSID) name should be something unique and that you remember. You will likely not want to change your Wi- Fi name and password often as you would have to reconnect all the devices in your home after changing the name.

Are the Wi-Fi names (SSID) case sensitive?

Yes, Wi-Fi SSID names are case sensitive.

Do I need to upgrade my app?

If you have automatic app updates set on your device, the app will automatically pull in any new versions. If you do not have this set up, you can manually check for an update. Or finally, you can uninstall the current app, find it in the app store, and install the newest version.

Is there a way to password protect the app?

From the settings menu, select Set Passcode. This will allow you to set a PIN that must be entered any time the app is launched. The PIN must be a minimum of 4 characters. Once a PIN has been configured, it can be enabled or disabled from the Settings menu.

How do I create a profile/add a new person to my network?

From the main dashboard, select the “+” button at the bottom of the screen. Next, select People to create a profile.

You can name the profile (i.e the person in your household), add a photo to identify the profile and select the devices you want to assign to the profile. Select Done once you’ve completed these actions.

How do I create a place?

The ability to create places gives you an opportunity to assign a group of devices to specific locations within your home. For example, you might have a home office where you want to assign your laptop, printer or other office equipment. Your gaming devices or home fitness equipment (ie. Peloton) might be assigned to another place. Your outdoor security cameras might be assigned to a place you name “Outdoors”, for example.

To create a place, select the “+” button at the bottom of the screen. You can name the place, add a photo, and select the devices you want to assign to that place.

How do I connect a new device?

myLuminate makes it easy to connect a new device. From the main dashboard, select the “+” button at the bottom of the screen. Next, select Things. You will see two options to connect a new device. The first option identifies your network name and allows you to view your network password, which you can enter those details into your device.

The second option allows you to press your router’s WPS through the app, which provides an easier way to connect devices.

How do I assign devices to a profile or to a place?

There are two ways to assign a connected device to a profile or to place.

Path 1: From within the profile or place, select Edit. On the next screen, you will see the Devices section. Select “+ Add” to select the device(s) that you want to add to that profile or place.

Path 2: From the main dashboard, select Things. The next screen will list your connected devices. Choose/click into a device that you want to assign to a profile or place. Next, select Edit followed by “+ Add.” You will be presented with options to assign the device to profile or place.

Note: One thing to keep in mind is that you should not add the device with the myLuminate app to a profile. In doing so, it is possible to inadvertently cut off your own access to these controls. Should this occur, switch to mobile data to restart the profile that contains your app device.

How can I establish or set network priorities?

You can prioritize traffic and devices on your network. This feature is very useful, for example, when you want to prioritize traffic to your work devices versus your gaming devices during your normal work hours or if you want to prioritize traffic to music and videos during the weekend.

To set priorities, select My Network from the main dashboard. Once in the My Network screen, select your primary network. In the Settings section of the next screen, select Network Priority.

A default priority has been set, which you can edit.

In total you can set up to 3 traffic priority schedules. The app allows you to name your traffic priority and set a time schedule.

You can also set device priorities, assigning up to 5 devices on a priority schedule.

How can I set up a guest network?

From the main dashboard, select the “+” button, then select Networks.

1. Begin by typing your Guest Network Name (SSID). This is the name your guests will see to connect to.

2. It’s highly recommended that you select a security type to protect your network. Options for security type are None, WPA2 Personal, WPA – WPA-2 Personal. Select WPA2-Personal or WPA – WPA-2 Personal and this will bring up boxes for you to set and confirm your password for this guest network.

3. Now you can set the start and end time for your guest network. If family is visiting for the weekend, set the network for the time they’ll be in your home. If you have guests coming over for a party, set your network only during the time of the party so it automatically shuts off at the desired time. If you toggle the on button for Endless, your guest SSID will broadcast indefinitely, until you manually delete or edit the network.

4. Once you’ve configured your settings, you’ll be given the option to send a text notification to your guest if they are stored as a contact in your mobile device. The notification will present them with the information they need to sign on to the network.

How can I check my internet connection speeds or run a bandwidth test with myLuminate?

With a GigaSpire you can initiate a speed test directly from the myLuminate app to test the speed from your GigaSpire to the internet.

1. Select My Network from the main dashboard, then select your primary network.

2. On the next page, you can view your most recent speed test, or run a new test by selecting Run Bandwidth Test.

3. After the speed test completes, it will show up in your dashboard, and you’ll also find a new notification. If you select the Notification icon from the dashboard, you can also review the obtained speeds from the recently initiated test.

Note: GigaSpire satellites will run a bandwidth test between itself and the primary GigaSpire system (acting as the residential gateway). You may notice that the rates between the primary system and the satellite(s) are higher than your subscription rate.

How can I change my SSID (Network Name and Password) settings with myLuminate?

If you would like to make changes to your network’s SSID settings from myLuminate, you can follow the steps below:

1. From the main dashboard, select My Network then click into your primary network.

2. Next, select Edit.

3. At the next screen, make the desired changes then select Done.

How can I rename a device or put it in a different category?

It’s easy to rename a connected device on your network. From the main dashboard, select Things. Navigate to and then select the device you want to rename. In the next screen, select Edit to rename the device.

From this screen, you can also assign the device to a person or a place within your home.

Can I turn off Wi-Fi access to a specific device?

It’s easy to turn off Wi-Fi access to a specific device on your network. From the main dashboard, select Things. Scroll your list of connected devices and select the device you want to turn off. In the Options section of the screen, toggle the Internet Access switch to off. This will turn off Wi-Fi access for this device. You can all turn on/off device access at the profile level.

What is a dBm?

This stands for decibel-milliwatts. It is a measure of how strong your signal strength is to a specific device. A general range is that -50 to -70dBm is considered strong, while anything over -100 would be weak. However, this also depends on the capabilities of the device, so you may have a weak signal indicated and have absolutely no problem using your device.

How can I identify a device that just shows numbers and/or letters as the identifier?

You may see entries in your Things that consist of a string of numbers and/or letters. This may happen for devices that do not send identifying information to the GigaSpire when they join the network. Typically, the string of numbers and/or letters displayed in the myLuminate app are the hardware address (also known as the MAC address) of the device. The MAC address is typically found on a sticker on the device or, if the device has a management interface, somewhere in the network settings.

To properly identify the device, compare the device MAC address to the string of numbers/letters listed in the myLuminate app. To location the MAC address in myLuminate, select the device then select Additional Details.

How do I enable or disable a service within myLuminate?

Part of managing your network involves being able to enable and disable added value services. From the main dashboard, select My Network. Click on Services to view the services that you can enable and/or disable. If you’ve enabled a service and have trouble accessing it, please contact your service provider. Your service provider might need to provide additional access to the service.

How do I set up Alexa?

Part of the joy of having a connected home is being able to control things with just the sound of your voice. And thankfully, the GigaSpire BLAST systems connect with Amazon Alexa. And setting it up is a simple process. Let’s get started.

To begin, you will need to go into your Alexa app, in the main menu from the top left, select Skills & Games. Search for a skill called; Calix Smart Router and enable this skill.

Once this skill has been enabled, you’ll be able to say things like:

“Alexa, ask my router what device is using the most bandwidth on my network?”

OR

“Alexa, ask my router for the results of my last speed test”.

You can click on Settings and look for the Things to try with Alexa menu item.

How do I view how devices are mapped in my network?

To view a mapping of the connected devices in your network, select My Network from the main dashboard and click on your primary network name. You will see the connected devices in your network along with the router(s) they are currently connected to.

If a red indicator light appears besides a device in the Network Map, that device may have lost connection with the GigaSpire. Check the following items:

  • Is the satellite powered on?
  • For satellites with a wired connection to the GigaSpire, check the physical connections.
  • For satellites with a wireless connection to the GigaSpire, try rebooting by removing power, waiting 10 seconds, and restoring power.
    • If a power reset did not work, go through the pairing process again.

PROTECTIQ

How do I get started with ProtectIQ?

ProtectIQ delivers home network protection to give you peace of mind. It detects intrusions, protects against malicious websites, monitors network traffic, and proactively blocks suspicious activity, and more.

To enable ProtectIQ, select My Network from the main dashboard. Next, select or click Services followed by ProtectIQ. Toggle to enable service.

Note: You may need to verify that Luminate Broadband has enabled access to ProtectIQ. Please contact us for more information.

What does the Additional Details section within security settings tell me?

The Additional Details section tells you how long the ProtectIQ has been turned on (enabled in your network), when it was last updated, and how many packets of data have been scanned for the current day. You will also see the total number of viruses, = intrusions, and web threats that have been blocked by ProtectIQ.

What happens when I get a security notification? Should I be worried?

Each time ProtectIQ detects a threat, you will receive a notification with details about the content that was blocked. All threats are automatically blocked, so you do not need to do anything. However, if you want to view more information about the specific threat, this information will include the time the threat happened, what type of threat it was, the source IP from where it came, what action was taken, which device the threat was trying to get to and the URL. You do not need to do anything; all threats are automatically blocked.

What does a security alert tell me?

The details of an Alert will include the following information:

  • What type of protocol was blocked
  • The time the threat occured
  • The Source IP Address of the threat
  • What action was taken
  • Which device in your home was targeted by this threat
  • The threat’s source URL

It is possible for the device to appear to be working with no issues, while the threat may be running in the background of the page, or within a page ad. A blocked threat may appear as a webpage failing to load, if a threat is detected on that page. All threats are blocked automatically, you do not need to take any action to remain protected.

What is the Trusted List in ProtectIQ?

When a security threat occurs you will have the option to add it to a Trusted List, if you know the content is not harmful. This should not be an action taken with frequency. Once you add an identified threat to the Trusted List, it will no longer block that threat for any devices on your home network. At any time, you can enter the Trusted List to remove items from this list and revert to blocking them.

What is Skip Devices?

There may be specific devices within your home that you do not want scanned for security threats. All devices connected to the network are scanned by default. If you want to prevent specific devices from being scanned, you can use this feature to “skip” specific devices. Please note, if you skip devices these devices could act as a point of vulnerability and introduce security threats into your home.

In ProtectIQ – what are Intrusion Settings?

The Intrusion Prevention System settings are editable to your preference. Select these boxes to turn on the following features:

IPS Protocol Anomaly: Looks for unusual patterns and uses of a given data communication protocol as an indicator of potential malicious behavior and blocks that specific traffic.

IPS Port-Scan-Defense: Senses external malicious actors scanning the system for open ports to exploit. This defense monitors for IP addresses hitting the system and scanning all ports that could be used as an exploit. When this type of activity is detected, it blocks the IP address from communicating with that IP address ever again.

My device appears to be working normally, but I keep seeing a security alert. What do I do?

First, make sure your device is updated to the latest available software. ProtectIQ may be detecting a vulnerability in the software on your device. If you are still seeing notifications with the latest available software, report any issues to your service provider so they can escalate the issue. In the meantime, if you do not want to see the notifications, you can Skip that device.

EXPERIENCEIQ

How do I get started with ExperienceIQ?

Setting up ExperienceIQ gives you the ability to monitor and establish parameters for internet access profiles and assign devices for basic on/off control. With ExperienceIQ you have access to enhanced parental controls and the ability to set additional restrictions.

Once you have created your household profiles, you can select the profile(s) that require parental controls.

The first step is to enable ExperienceIQ within myLuminate. From the main dashboard select My Network. Next, select Services followed by ExperienceIQ. Toggle to enable service.

Note: You may need to verify that your service provider has enabled access to ExperienceIQ. Please contact us for more information.

What’s next after I have enabled ExperienceIQ?

Once you have enabled ExperienceIQ, navigate to your list of active profiles (main dashboard à People). Select or click into the profile that you want to set restrictions for (for instance a child’s profile that you have set up and assigned devices).

Once you’ve entered the profile, you will be able to view a chart at the top of the screen  that lists the top applications accessed by that specific profile. You can filter this for a 1 day, 7 day, or 30-day view.

Below the chart is the Options section where you can:

  • Turn on/off internet access (part of myLuminate basic)
  • Set time limits (part of myLuminate basic)
  • Set more advanced content restrictions (requires access to ExperienceIQ)

How do I set time limits for ExperienceIQ?

Select Parental Controls from the main menu and tap the profile that you want to add a time limit to. Once you’ve selected the profile, tap the Time Limits button.

You will see three (3) time limit options – None, Everyday, and Custom.

Note: When setting filters and time limits, it may take a few minutes to become active and apply those settings to active device connections.

If you select Everyday, the hours that you set will impose the same offline (internet restriction) hours every day.

Alternatively, you can choose custom time restrictions for each day of the week, setting different offline hours for each day.

Tap on the day to set a start and end time for offline hours. Select the day, click on the + sign and add one (or more) time blocks for that day. Once you’ve set the start and end times, simply tap Save.

Note: A device trying to connect during days/times where access is blocked may behave as if it does not have an internet connection or display an error of some sort, depending on the individual device or browser.

 

How do I restrict access to specific content, applications, and websites?

From within the household profile, select Restrictions. Once on the next screen you will see an option to toggle and enable Safe Search (Google and Bing) and restrict YouTube.

The Content filter prevents users from accessing entire sections of the internet – preventing access to content like pornographic and gambling websites, sites featuring violent content, and P2P/File Sharing sites. Once the item is checked, the app will refresh, and the filter is applied.

The Applications section is where you can ban or allow profile access to specific applications. For example, if your child needs to get homework done, you can ban a gaming application from connecting to the internet for that span of time.

You can do this with other applications like Steam, Discord, Skype, and Minecraft. Once the app has been added to the list, you can remotely toggle it on or off whenever you choose or set a daily time limit for that application. Simply start typing to see if the application is available to block.

The Websites section allows you to ban or allow specific websites. For example, if you notice that a user is spending too much time browsing specific sites, you can add the URL to block it. Once added, just like in the previous section, you can allow or block the site remotely at any time.

NOTE: You will NOT receive a notification for every type of content that is blocked as it could result in constant notifications to your phone.

What are the options to filter content?

With ExperienceIQ, you have the ability to select content and application filters. This feature will block devices from seeing data from specified categories, applications, and websites.

Content: Broad categories of content grouped by topics that could concern parents.

Applications: A list of applications that can be blocked. Search for the application and select it if available. Any application not available is not currently supported.

Websites: A set of user defined websites that will be blocked. You must enter a URL such as www.youtube.com. Be sure entries are accurate to ensure proper blocking.

Note: Applications are not websites. Applications access data directly from servers that a web browser would never know about or be able to block by name. This is where the application filter is used. For example: you can block the website twitter.com via the website filter. If the Twitter application is installed on the device as an app, it will also need to be blocked in the application filter.

ExperienceIQ also allows you to permit specific content that might have otherwise been blocked by a category filter. For example, you could block the category Social network, then add facebook.com to the website filter and set it to allow access specifically to Facebook.

Note: Individual websites are categorized into groups for content restriction purposes. While this does not represent all categories imaginable, it is the set that represents some of the most common groups parents wish to restrict. Cloud services and automation are responsible for analyzing and categorizing websites focusing on the most commonly seen sites. Users can always block a specific site if it has not been categorized yet by using the website filter option.

How can I view device usage within a profile?

From the main dashboard, select People. Next, select the profile you want to view. Once selected, scroll to the bottom of the screen to the Things section. Select the device and on the next screen you will see internet usage for that device.

You can view usage within the past few minutes or hours as well as by day and week. This capability allows you to track approximate usage over time.

Note: You can also navigate to Things from the main dashboard (instead of navigating through a household profile) to view usage by device.

I accidentally put my phone into a parental control profile and turned it off, now I cannot turn it back on. What should I do?

Simply turn off Wi-Fi on your phone and wait for it to connect to the cellular network. You can then enter the app and select the checkmark icon to turn your profile back on. We would recommend that you remove your phone as a Thing from the profile if you do not want to accidentally turn yourself off.

Didn’t find what you were looking for? Please fill out our contact form or give us a call at 970.870.4320 so we can help.