New Subscriber Information
Welcome Thank you for helping us grow our gigabit community! We are thrilled you have chosen us as your service provider! We know that you may have questions, so we prepared this booklet to help. • How to use the Sprout Wi-Fi app to control your network from your smartphone.
• Additional products and services available. • How to make the most of your Wi-Fi speeds.
• Get an overview of all you can do with your high-speed connection for work, school or fun.
• Accessing your online account portal.
• What to do when you need tech support or troubleshooting. Join our Sprout Fiber Internet Facebook Group for more useful information! Share that you are part of the Sprout Community — take a picture with your yard sign and tag us @cullmanec with #SproutFiberInternet #PowerfulConnections #BrighterFuture
Legal information Below you will find links to the legal information about Sprout Fiber Internet’s service and your responsibilities as a subscriber. You can read the full documents by scanning the QR code associated with each form or by visiting our website at cullmanec.com/ legal-information.
FCC Network Management Disclosure
Terms of Service Agreement 2
Acceptable Use Policy
What to expect Now that you are part of our growing gigabit community, the sky is the limit! Your high-speed connection will keep up with you when you need to get things done for work or school and when you are ready to kick back and relax with the family. Imagine all you can do with Sprout Fiber Internet.
WORK FROM HOME • Enjoy fast download and upload speeds with no data caps. • Participate in video calls without lags or interruptions.
STUDY • Make homework time a breeze by accessing online educational resources with your fast connection. • Participate in live-streamed classes and enjoy clear video and audio.
FUN • Stream your favorite shows, music and live TV through a variety of streaming apps and say goodbye to high cable bills. • Enjoy playing your favorite video games with minimal latency (ping), packets, and jitter. Sprout can also support all of your smart home devices and any Wi-Fienabled device on your network. Continue reading to learn about optimizing your Wi-Fi speeds among all devices.
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Wi-Fi speeds UNDERSTANDING WI-FI SPEEDS The package speed you have chosen (300 Mbps or 1 Gbps) is the maximum speed you can expect to receive, but you may receive less if you have your device connected through Wi-Fi. Here is why:
WIRED VS. WIRELESS Connecting your devices through an Ethernet cable is the best way to ensure you are receiving maximum speeds. When using Wi-Fi, it’s normal for speeds to be lower. But don’t worry — you’ll still have plenty of speed to do everything you need to do.
TECHNOLOGY IS ALWAYS IMPROVING Every connected device — such as your PC, mobile phone, gaming console, TV, etc. — may only handle up to a certain speed and it may be less than the speed you signed up for. This is especially true for older devices. Consider upgrading to newer models for best results.
COVERAGE IS KEY Add our Enhanced Whole Home Wi-Fi service to ensure your Wi-Fi reaches every room in your house. We will look for weak signal areas and install Wi-Fi extenders as needed.
TESTING YOUR SPEEDS To conduct a speed test, we recommend www.speedtest.net and to use a newer model PC connected through an Ethernet cable. Testing this way will give you the most accurate results and reflect the true speed of your Sprout internet connection.
Questions? Contact us at 256-737-3200, option 5, then option 3 or email us at sprout@cullmanec.com. 4
Easy streaming HIGH-SPEED INTERNET FOR AN UNMATCHED STREAMING EXPERIENCE Sprout Fiber Internet makes it easy for you to stream your favorite shows through your smart TV or a streaming device. Our reliable, fast connection means you can access the most popular live and on-demand streaming services without needing a cable subscription. Here’s how: • Access popular streaming services through your smart TV. If you don’t have a smart TV, you can purchase a streaming device such as Roku, Apple TV or Amazon Fire TV Stick at many retailers or online. • Pick how you want to stream. Many services such as Netflix allow you to choose from a library of on-demand shows, while others such as Hulu + Live TV give you the option of watching live TV and local networks. You can sign up for one or more streaming services and customize your experience, and some services even offer a free trial. • With a bit of research and some experimenting, you will find a combination of streaming services that work for you and your family!
To learn more about streaming, please visit our website at https://cullmanec.com/streaming-services-comparisonchart
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Account access USING THE SPROUT ACCOUNT PORTAL Sprout makes it easy for you to access your bills, make payments, manage your payment methods and update your account information at home or on the go without needing to make a phone call. Here’s how it works: • Go to mybroadbandaccount.com/SproutFiberInternet and log in with the email address and password you used when setting up your account. • If you did not activate your account at the time you created it, you can register for the first time. • Once you log in, you are ready to use the portal — and don’t worry, this service is free and secure. With the Sprout Online Account portal, you can have full control of your account with just a few clicks. NOTE: Sprout is billed on the 1st of the month and due on the 15th and is pay ahead service. Your first bill will be for the current month (pay ahead) plus a proration for the previous month from the date of install. If installed early in the month, the first bill will be for almost two month’s of service.
Questions? Contact us at 256-737-3200, option 5, then option 3 or email us at sprout@cullmanec.com. 6
Troubleshooting & support NO INTERNET CONNECTION? NEED HELP? WE ARE HERE FOR YOU 24/7/365! Sprout Fiber Internet is proud to offer the fastest and most reliable internet to our subscribers. But, sometimes, outages from unforeseen events can affect your service. If your internet is not working, your Sprout equipment is the best place to check first.
CONNECTION TROUBLESHOOTING If the ONT (the white box wired to the wall inside the house) does not have 3 solid green lights on LAN, FIBER and POWER, call Tech Support at 256-737-3200, option 5, then option 3.
DEVICE TROUBLESHOOTING 1. Verify your device is connected to your network in your Wi-Fi settings. 2. Try to connect to other websites using your device. 3. If you cannot visit any website with your device, try to access the internet with another device. If the other device connects, restart your device and try to connect to your network again. 4. If you are still unable to connect your device to the network, call Tech Support at 256-737-3200, option 5, then option 3.
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cullmanec.com/sprout sprout@cullmanec.com 256-737-3200 @cullmanec