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FREQUENTLY ASKED QUESTIONS

Internet

Internet

How do I check what my IP address is?

You can use the find your IP address here.

How do I access my email?

Visit arvig.com/support/ and click the Webmail link, or go to webmail.arvig.net.

Enter your current Arvig email address and password.

Learn more about Webmail by checking out our user guide, FAQ and how-to videos.

Does Arvig offer insurance to protect against unexpected costs for repairs of my internet service?

Yes, an Internet Protection Plan is available.

This plan is an insurance policy providing professional technical services on wiring and Arvig equipment for your Arvig service(s), in the event of one of life’s little surprises.

Is Arvig participating in the government program providing assistance in paying for internet service?

Yes, Arvig is a participating provider of the Affordable Connectivity Program which is authorized by the Federal Communications Commission (FCC) to help households pay for internet service. Click here for more information.

How do I protect my computer against viruses and other similar threats?

Avast is an award-winning antivirus software that protects against a wide variety of malicious software including ransomware and malware, plus it monitors your apps for suspicious activity and blocks intruders with an advanced firewall.

What's inside a fiber optic cable?

Unraveling the reasons why fiber is so fast

Fiber is fast—no question about it. Fiber optics is currently the most advanced technology available for internet service delivery, offering greater bandwidth, lower latency and faster overall speeds than cable, DSL and satellite.

But what makes fiber so fast? A big reason for fiber’s unparalleled speed is the way that information is transmitted. Unlike other forms of broadband, fiber transmits modulated light instead of electricity. Each fiber cable is packed with tiny strands of glass or plastic—sometimes as many as 144 strands in bundles of 12—through which data travels. Light travels exponentially faster than electricity, giving fiber a distinct advantage in speed.

In every fiber optic cable, there’s more than light at work, however. It’s time to peel back the layers and take a closer look at the inner workings of fiber optic cables.

What’s going on in there?
In general, every fiber optic cable generally contains a set of crucial components. Here’s an overview of those parts—going from inside out—and their functions.

  • Core: The core is the smallest but most important part of the fiber optic cable. The core—made of either glass or plastic—carries the light that powers every fiber signal.
  • Cladding: The cladding is the thin layer covering the core. It serves as the boundary that contains the light waves and enables the signal to travel the length of the fiber. Cladding provides a lower reflective index at the core, causing reflection at the core, allowing light to transmit through the fiber.
  • Coating: The coating, which itself can be covered by an outer jacket, is the plastic outer covering of the cable. The coating protects and reinforces the inner fiber core, absorbs shocks and keeps the fiber covered from weather and environmental elements.
  • Connector: The connector, attached to the ends of each cable, is used to link cables together securely so that light pulses through the cable without interrupting the signal.

How is fiber broadband constructed?

Watch this 2-minute video featuring the Arvig construction team’s overview of the fiber build from start to finish. Hear from leaders, support staff and crew about how fiber is installed and delivered to the home.

What is Managed WiFi?

Managed WiFi is a wireless solution whereby a third-party service provider (e.g. Arvig) performs the tasks involved with managing a WiFi network, including setup, configuration, maintenance, monitoring, upgrading and troubleshooting.

How does Managed WiFi work?

Managed WiFi outsources the tasks related to managing a wireless network to a designated service provider (e.g. Arvig). The use of your internet service and devices remain entirely in your hands, but Managed WiFi serves as a safeguard if and when issues arise. Everything from connecting new devices, to optimizing your setup and signal, to troubleshooting and securing your network are taken care of by your service provider.

Is Managed WiFi worth it?

For many people, businesses and organizations, there is a lack of time, resources or interest in maintaining a WiFi network. Solving those common problems is why Managed WiFi exists. Managed WiFi is much cheaper than the latest consumer-grade WiFi technology. Many of these products, especially mesh WiFi technology, can cost upwards of $500. Arvig offers a hassle-free managed home WiFi service—including 24/7 support—for just a few dollars a month.

Does Managed WiFi work with WiFi 6?

Managed WiFi is fully optimized for WiFi 6 and compatible devices that carry the WiFi 6e label. WiFi 6—technically known as 801.11ax—is the most current wireless standard. This latest generation is capable of a four-fold increase in wireless speeds, offers better signal range and reliability, increases network efficiency and extends battery life for supported IoT devices. Managed WiFi and WiFi 6 are backward compatible and can support older devices as well.

Does Managed WiFi have an app?

Yes. Arvig’s Managed WiFi app, Manage Your WiFi, is free to download on Google Play and the Apple App Store and supports both Apple and Android devices. The Arvig Manage Your WiFi app allows users to prioritize traffic and devices, restrict access to harmful content and receive an extra layer of protection at the network level. The app offers a whole-home, snapshot view of your network. Users can view all the connected devices on your network, set up parental controls or a guest network, prioritize traffic and change your SSID and password.

Two of the app’s main features offer a deeper level of control over their network and devices:

  • ExperienceIQ allows you to block harmful or inappropriate content, limit screen time on devices or applications, and prioritize internet traffic to ensure the best experience for your household needs.
  • ProtectIQ is a network-level security service that protects ALL devices connected to your WiFi. If it’s connected, it’s protected.

What is Managed WiFi from Arvig?

Managed WiFi from Arvig is available for both home and business networks. Arvig offers a variety of WiFi service levels, depending on your needs, including mesh WiFi solutions that use satellite units placed in different rooms to extend a strong WiFi signal throughout the home or business. Two service tiers are offered:

  • Plus
    • WiFi 6 Router
    • Manage Your WiFi app with Protect & Experience IQ
    • Serves approximately 2,000 square feet
  • Premium
    • WiFi 6 Router
    • Manage Your WiFi app with Protect & Experience IQ
    • Includes up to 3 devices for whole-home coverage

ACAM

Learn more about ACAM

We’re glad you want to learn more about how the A-CAM (also known as ACAM) program works. As you can imagine, being a federal program, there are many complexities and rules that we are required to follow.

What They’re Saying

“I wanted to take a minute and let you know what a great job your crew did at my home. They (Arvig’s construction crews) took the time to listen to my concerns and review pictures I had showing the locations of the private utilities buried in the construction area (phone, power, LP gas, well, cable, irrigation, etc). They located the various lines and bored the fiber up to my home. They ran the line inside the building using a conduit I installed when the home was built. They were patient, professional and polite. I was very impressed and satisfied with their work.”

— Greg A., Hawley, Minn.

ACAM and Arvig
Arvig is in the seventh year of a 10-year effort to expand and improve broadband access in rural Minnesota. In 2017, Arvig elected to accept a share of funding from the FCC’s Alternative Connect America Cost Model (ACAM) program, with the goal of bringing internet speeds of at least 25Mbps download and 3Mbps upload to rural areas in the Arvig service region.

2023 ACAM Construction Areas
The new construction will provide residents in these areas with access to faster internet speeds (up to 1Gb/100Mb), Managed WiFi, TV, phone and more. Construction of the mainline is planned to be complete this fall. After the mainline construction is complete we will begin contacting customers to schedule installation of services, which may not happen until the following spring.

Our construction crews will be working in parts of rural:

  • Eagle Bend
  • Frazee
  • Grey Eagle
  • Melrose
  • Nevis
  • New York Mills
  • Wabasso
  • Walker
  • Vergas

If you have questions, please fill out this form with your name and contact information or call 888.992.7844.

ACAM Locations

  • 2022: Audubon, Morgan, Parkers Prairie, Perham, Red Del, Vesta and Walnut Grove
  • 2021: Echo, Falls Junction, Frazee, Glyndon, Lake Park, Marcell, Richmond and Wood Lake
  • 2020: Eden Valley, Kimball, Watkins, Bigfork, Marcell and Grand Meadow
  • 2019: Nevis, Walker, New York Mills, Eden Valley and Watkins
  • 2018: Pelican Rapids, Cormorant, Twin Valley and Gary
  • 2017: Ada and Ulen

What is A-CAM (ACAM)?

The FCC’s Alternative Connect America Cost Model (A-CAM or ACAM) program provides funding to rural carriers to help support broadband development in high-cost areas. There are currently 182 companies, including Arvig, receiving a grand total of $5.283 billion for rural broadband expansion to unserved and underserved areas of the United States.

In January 2017, Arvig elected to accept approximately $21.5 million a year for the next 10 years from the FCC’s ACAM program and will work to systematically build out services to census blocks that have been identified by the FCC.

What does high-cost mean?

Rural areas are often considered “high cost” because the population isn’t large enough for the carrier to recoup the costs of construction and service delivery. The FCC is offering ACAM funding as a way to support carriers that serve high-cost areas, thereby ensuring that the residents of these regions have access to reasonably comparable service at rates that are reasonably comparable to urban areas.

What do you mean by census blocks?

According to the FCC, census blocks are the smallest unit of geography defined by the Census Bureau. Census blocks are areas bounded by visible features (i.e. street, road, stream, shoreline, etc.) and nonvisible boundaries (i.e. county line, city limit, property line, etc.). A boundary generally must include at least one addressable feature, usually a street or road.

What census blocks in the Arvig service area are ACAM eligible?

The census blocks that are eligible for support are only those that currently cannot get at least 10Mbps/1Mbps or better service from Arvig or another carrier using fiber-to-the-premise (FTTP), cable or DSL.

If a carrier reported that it had deployed 10Mbps/1Mbps or better broadband service to 90 percent or more of its eligible locations in a state—based on data that was filed with the FCC and certified as of March 30, 2016—they are not eligible to elect model support.

Why aren't rural cities included in the ACAM project?

If a rural city is able to receive at least 25Mbps/3Mbps then it is considered “served” by the FCC. Most areas in rural cities can currently obtain that level of broadband speed or better.

How can I see if my area is part of the plan?

The FCC has a map available on its website that provides details on which areas are eligible/ineligible for the ACAM program. You can click here to see the FCC’s ACAM Offer Map.

I'm in a rural area, and my location is eligible. When will Arvig bring services to my residence?

As part of the ACAM funding agreement, Arvig is required to build out services of 25Mbps/3Mbps to more than 33,000 locations that have been identified by the FCC as underserved or unserved. We have strategically developed a 10-year plan to complete these upgrades based on program rules, costs, geography and overall customer impact.

The timeline for each area is dependent on the weather. For example, a wet summer may cause delays, or an early winter may force our construction teams to stop sooner than planned.

It is important to know that while a lot of work is being done, there will still be “high-cost” areas with limited service at the end of this project. We wish we could reach every customer in every area, but unfortunately, the funding doesn’t allow us to accomplish that at this time.

I'm in a rural area, but my location is not eligible. Why?

If your location is not eligible for ACAM this means your census block has access to at least 10Mbps/1Mbps broadband speeds.

My location is not ACAM eligible, but I'm still having service issues or would like to increase my speeds. What can I do?

Please contact the Arvig Help Desk. Call 877.290.0560, email helpdesk@arvig.com or chat with us below. We would be happy to walk through any issues and discuss options for service upgrades.

Over the years, we have made major upgrades to our network and continue to invest in our technology. It is possible that your location may be able to receive faster service.

Are ACAM eligible areas the only areas you're upgrading?

Although ACAM is a company-wide focus that requires significant resources to ensure we meet the strict requirements of the program, Arvig is committed to providing the best service to all customers throughout our entire service area. We are constantly reviewing our service delivery experience to find opportunities for improvement, and will continue to invest in our network and make upgrades in addition to the ACAM project.

What is the ACAM construction process?

  • Customer responds to the offer from Arvig and places the order.
  • The order is confirmed/received at Arvig.
  • Arvig technicians will draw a map of the property and white flags will be placed on the property to indicate the proposed route of construction.
  • A locate for public utilities is requested by Arvig. See below: Underground Facilities.
  • The locator will mark public utilities with pain or flags around the proposed white flag route.
  • If you need to call for the location of private utilities, you should request it once you see the public utilities are marked. The homeowner does have the option to mark or flag privately buried utility lines, drain tile, etc.
  • Arvig construction will begin.
  • Splicing, by Arvig, will be done as needed.
  • An Arvig technician will complete the installation inside the customer’s home.
FAQ Internet: Fiber to Home Installation

What about underground facilities?

Before we initiate construction, Arvig will notify Gopher State One Call of our intent to dig so the underground facilities are located. This generally takes place one week prior to construction. Your assistance is critical in preventing any unnecessary damages. Gopher One State is not responsible for locating any private underground facilities such as dog fencing, sprinkler systems, private power lines, drain tiles, private gas/sewer lines, etc. If you have any private facilities, please expose and/or clearly mark those prior to the start of construction activity.

How is fiber broadband constructed?

Watch this 2-minute video featuring the Arvig construction team’s overview of the fiber build from start to finish. Hear from leaders, support staff and crew about how fiber is installed and delivered to the home.

What is the color code?

What do the different colors mean? The American Public Works Association (APWA) has developed a color code for marking underground utilities, so it’s easy to immediately identify any utilities in the proposed excavation area. Here’s a key to the utility colors:

FAQ Internet: Color Code

Arvig Webmail

What is Webmail?

Webmail is an email service for Arvig customers. You can enjoy a personalized, secure and reliable email experience with a 99.99% performance rating, and it’s easy to use!

Webmail allows access to your email anywhere in the world through an internet browser on your desktop, laptop, tablet or smartphone.

How do I get an Arvig email account?

If you would like to add an email account and are already an Arvig customer, email answers@arvig.com or chat with us below.

If you don’t have Arvig internet service, sign up online at arvig.com or call 888.992.7844.

What comes with an Arvig email account?

Premium Webmail plans include 1GB of storage, premium anti-spam filtering, premium malware detection, maximum file attachment size of 25MB, and improved Webmail service with calendar, tasks and auto forwarding. More storage is available for an additional small, monthly fee.

How do I access Webmail?

Visit arvig.com/support and click the Webmail link, or go to webmail.arvig.net. Enter your current Arvig email address and password. After you sign in the first time, you will be prompted to create a new password. Follow the on-screen instructions.

Which browsers work with Webmail?

Older or out-of-date versions of web browsers may be unable to decipher an error which can affect load times. This lack of communication may also delay or cause a misdiagnosis of the problem during troubleshooting.

We recommend using the latest versions of Google Chrome or Mozilla Firefox for the best experience. However, Apple Safari and Microsoft Edge will also work. See a full list here.

Why are there so many password requirements?

Like a key to the front door of your house, a password is a key to your personal online data. And the best way to protect your privacy is to choose secure passwords. The more complex and unique it is, the harder it is for criminals to guess it and take over your account.

I've successfully logged in, now what?

Once logged in, and after creating your new password, you will be taken directly to your inbox. Please read your welcome email for a brief overview and helpful tips about Webmail or visit arvig.com/webmail for a complete user guide and how-to videos.

We strongly encourage you to take a few minutes to set up a recovery email address and security questions to aid you in the event you forget your password. This will allow you to reset it yourself.

Why is Webmail loading slowly or not at all?

Older versions of browsers and third party mail clients may be unable to decipher an error which can affect load times. This lack of communication may also delay or cause a misdiagnosis of the problem during troubleshooting.

If you experience issues while using a browser, verify the browser is up to date and clear the cache.

If you experience issues through a third party client, you should upgrade or update to the latest version of that client. This will ensure a secure connection can be made with your Webmail and other websites you visit.

Which third party clients work with Webmail?

Older or out-of-date versions of third party clients may be unable to decipher an error which can affect load times. This lack of communication may also delay or cause a misdiagnosis of the problem during troubleshooting.

We recommend using the latest versions of Microsoft Outlook or Apple Mail for the best experience. However, Thunderbird and Mobile clients will also work. See a full list here.

Where do I go for help if I need it?

You can find the Help Center once logged in to Webmail. This provides an abundance of self-help resources. If you’re unable to find your answer there, visit arvig.com/webmail or contact the Help Desk by email at helpdesk@arvig.com, chat with us below or call 877.290.0560.

Why can't I log into my Arvig email account?

Use of Arvig Hosted Email Servers – Arvig may remove email and email accounts that have not been active for 180 days. Arvig does not back up or guarantee delivery of email messages or attachments. Important messages or files should be downloaded and saved. Arvig reserves the right, at its sole discretion to drop, quarantine, delay or halt the delivery of email it deems malicious, harmful or spam. Incoming messages are not limited in size. Outgoing emails are limited to 50MB.

Use of outbound SMTP servers is restricted to:

  • 100 recipients per message;
  • 250 outbound mail messages per hour

At its sole discretion, Arvig may temporarily suspend or remove email accounts that are believed to be engaged in the distribution of spam.

For additional assistance, please chat with us below.

Arvig Webmail Feature Updates

Unverified Sender Indicator

Arvig Webmail users will see an “unverified” label displayed next to any email received (both in the message list and within the email view) that has failed SPF or DKIM [domain] checks. (See “1.” in the image below).

Users should be cautious when interacting with email that has an “unverified” label, as the email may not come from who it says it does.

FAQ Internet: Unverified Email

Report Phishing Button

Arvig Webmail users will see a “report phishing” button located next to the “report spam” button within the email view (and sub-menus). The button will allow users to report email that they believe to be phishing. (See “1.” in the image below). Over time, users who accurately report phishing email will earn a higher trust profile, ensuring that their future reports result in rapid blocking of outbreaks of malicious email.

FAQ Internet: Report Phishing

Password Reuse Block

It is not recommended to reuse or recycle old passwords, especially if they’ve been compromised.

When changing or resetting the Webmail password, a new one must be chosen that is unique.

Email Composer Closes on Send

The email composer now closes the instant a Webmail user clicks “send.”

The sending process continues in the background, and a confirmation is displayed on the screen when the email has been sent successfully.

Quota Notifications

When an email account is nearing its maximum space allowed, the user will receive a notification within the interface.

Users will also receive the notification by email to ensure they do not miss the warning if they are utilizing a third-party client.

Multiple Email Selection

The checkbox required to select multiple separate emails in the message list will move and will always be visible for easy selection.

FAQ Internet: Multiple Email Selection

Folder Management

The interaction design and display of nested folder names has been improved.

FAQ Internet: Folder Management

New Email/Contact/Event/Task/File

In the desktop view, the primary “floating action button” (a.k.a. the plus icon) in the bottom right corner, will be replaced with a + NEW MESSAGE option at the top of the left menu.

There are no changes to how the button will display on mobile devices.

A tutorial overlay will be displayed once the first time you log in, and will draw attention to the feature change.

Before

FAQ Internet: New Change Before

After

FAQ Internet: New Change After

Arvig Webmail Security

What is TLS?

Transport Layer Security (TLS) is a protocol that provides privacy and data integrity between two communicating applications and is the most widely deployed security protocol used today.

Why is TLS necessary?

TLS ensures that a secure connection is made with the intended recipient through encryption and identity verification.

Any time you make an online purchase, send an email, complete an online banking transfer or otherwise exchange sensitive data, you’re benefiting from TLS security, because it ensures that your data is encrypted, or protected from being read, intercepted or accessed by outside audiences.

Why is TLS changing?

TLS is adopting a new, more improved and more secure standard—and it’s being rolled out across the digital spectrum, including by apps like your browser and email client. As a result, the older, less secure standards—known as TLS 1.0 and 1.1—are slowly being phased out in favor of TLS 1.2 and TLS 1.3.

Who uses TLS technology?

Companies everywhere—such as Microsoft, Google, Amazon, Apple and now the host of Arvig’s email service, Atmail (or Webmail, as you know it)—are all ensuring their products use this new standard because the weaker, outdated protocols leave sensitive customer data potentially at risk.

How do I know if I am protected?

Most browsers—Chrome, Edge, Safari, Firefox—and apps like Outlook will automatically update, as long as your device is connected to the internet, you follow software update prompts and you regularly restart your device.

Older operating systems such as Windows 7 and 8, or previous versions of Mac OS might not run newer versions of Outlook or Apple Mail. These older systems are particularly vulnerable to attack because they can’t support newer security protocols. In that case, you might want to consider upgrading your operating system.

This online tool will analyze your browser for TLS support and other vulnerabilities. For a list of supported browsers and email clients, click here.

Manage Your WiFi Release Notes

Arvig Manage Your WiFi 22.3

  • Arvig Manage Your WiFi User Experience Update to colors, labels, navigation bar, etc.
  • Support for 6GHz RG

Online Chat

Learn more about online chat

Our Technical Support can assist you in connecting to your Arvig internet service, email issues, television questions, general technical questions and more.

Online Chat is located at the bottom right of this page.

In the event that Technical Support determines the Arvig internet connection is working properly and it is a device issue and/or a wireless connection is needed, additional fees may apply.

When is online chat available?

Online Chat from Arvig is available from 8am-9pm, 7 days a week.

Seasonal Service

What are vacation plans?

Vacation Plans allow you to suspend your account(s) temporarily while you’re away.

Your account(s) will be placed on hold, so when you return, your services can be activated quickly and conveniently. Vacation Plans also allow you to keep your same phone number, email address, Cloud DVR recordings, modem and other equipment.

While service is suspended, reduced seasonal charges may apply.

What vacation plan options are available?

Vacation Set Plans offer specific dates when service is reduced or suspended. These plans automatically go into effect and you do not need to contact us to turn your service on or off.

What if none of those dates work for me?

Extension of the preset dates is possible, or we can move you to another plan that works better with your schedule. We also have a Come & Go Plan for when the preset dates just don’t work at all. With this plan you contact us when you want your service turned on and off.

What if I don't want to suspend all my services?

Extension of the preset dates is possible, or we can move you to another plan that works better with your schedule. We also have a Come & Go Plan for when the preset dates just don’t work at all. With this plan you contact us when you want your service turned on and off.

What if I'm in a commitment?

You can still suspend your service, however, the months when service is suspended do not count towards the commitment.

Troubleshooting

My device is connected to the internet, but I still don't have internet access.

If you are connected to the internet but still don’t have access, it could mean that your device is properly recognizing your router, but the router itself isn’t connected to the internet. Check the router connection. If properly connected, try restarting it by unplugging it for 20 seconds and plugging it back in. A connection with no access could also mean the issue is with the device. Check connection settings on the device.

My computer won't connect to the internet, but others will.

If your computer won’t connect to the internet, try restarting it. If that doesn’t resolve the issue, check your computer for system updates. Be sure that WiFi is enabled on the device. To rule out WiFi issues, try a direct connection to the modem with an Ethernet cable.

I'm having internet connection issues, and they just started.

If you’re having sudden issues with your internet service, check to see if there is an internet outage in your area. See our Maintenance and Outage Map here. If the device is connected to WiFi, a reboot of your router often will successfully resolve the issue.

I can't connect to my network.

Start by determining whether the connection problem is affecting just one device or every device connected to your network. Check all your connection sources. Are all your Ethernet cables securely connected to the port and free of fraying or damage? Make sure your devices are also properly plugged into the power source. If all your devices are connected properly, check for internet service outages in your area.

My wireless device won't connect to the internet.

If your wireless (WiFi) device is not connecting to the internet, reboot your router by unplugging it for 20 seconds and plugging it back in. If that does not resolve the problem, check the device’s WiFi settings. Make sure you are trying to connect to your wireless network and not someone else’s secured or locked network within range that your device may be detecting. Check your password and make sure the correct information is entered. If the problem is with a single device, run a virus scan on the device. Sometimes, internet connection problems can be affected by malicious code on your device.

I reset my router and now can't connect to the internet.

If you’ve restarted your router and still can’t connect to the internet, restart your device. Restarting the device will clear cached memory that may be preventing a connection.

Why is my internet speed testing slower than 1 Gig (1,000Mb)?

Device count for internet is based on optimum performance and is significantly influenced by internet activity. Available internet speeds may vary by address. The internet connection to your home will only be as fast as your device(s) and can be constrained by the processors, the network adapter, the operating system, the browser, the memory available and other factors. Wired speeds up to 940/880Mb with average speeds between 750-940Mb download.

Are you experiencing a slow or weak WiFi connection?

Device count for internet is based on optimum performance and is significantly influenced by internet activity. Available internet speeds may vary by address. The internet connection to your home will only be as fast as your device(s) and can be constrained by the processors, the network adapter, the operating system, the browser, the memory available and other factors. Hard wiring your device to your internet connection generally helps increase speed performance.