We're here for you 24/7

We want you to enjoy your experience, and that's why we're dedicated to providing high quality customer service to get you back in action as quickly and smoothly as possible.

Save yourself time.

Your time is valueable, and that's why we recommend following the quick and easy troubleshooting guide below. Chances are you can quickly and easily solve your connection issues yourself. We will ask you to go through these steps when you call anyway, so why not go ahead and check them off?

Basic Troubleshooting Guide

When experiencing technical difficulties we appreciate your patience! Some of these issues may take time to resolve and all take effort on both parts. It is preferential for all technical related issues to be reported by calling the office. Troubleshooting works best when the customer is at the residence and able to inform us of specifics as we are working from our end to correct any issues. All of our customers are very valuable to us! When you have a problem it is important to us that the situation is resolved in the most time efficient manner. With that in mind there are a few steps that you can take at home before calling the office to help us determine what the problem is and what needs to be done to correct it.

Troubleshooting a Router Connection

  1. Ensure that the outside cable is plugged into the PoE.
  2. Make sure the PoE is plugged into the internet port of your router. This port is general highlighted in yellow. It is separate from your other ports that are labeled numerically.
  3. Ensure the AC adapter of your PoE is plugged into a functional electrical outlet. You will know if this piece of equipment is working if you see a green light. If you do not see a green light try plugging a lamp or small light into the same outlet to ensure it is working. If the outlet is working and you still have no green light please call the office to replace your PoE.
  4. Pull up a webpage If all cables are connected correctly please make sure the device you are using (laptop, cell phone, desktop, tablet, smart TV, etc.) is connected to the router. This is different per device.

Are you still unable to connect to the internet? This generally points to an issue with the router. Please use the steps below to bypass your router. Also use the steps below if the PoE is plugged directly into the computer’s modem or you do not use a wireless router.

Troubleshooting Without a Router

  1. Ensure that the outside cable is plugged into the PoE.
  2. Verify that the PoE is plugged into the computer’s Ethernet port.
  3. Make sure the AC adapter of the PoE is plugged into a power source and the green light is on. If you do not see a green light try plugging a lamp or small light into the same outlet to ensure it is working. If the outlet is working and you still have no green light please call the office to replace your PoE.
  4. If all cables are plugged in correctly, there should be a blinking light on the port to show a connection is established.
  5. Try pulling up your web browser and going to a site. You should now be connected to the internet.

Local Only or Limited Access Error Messages:

These are general error messages. Please refer above of this guide to reboot your router or bypass the router altogether. If problem persists call or email support.

Rebooting the Router:

Never reboot the PoE and router at the same time. Please refrain from using the ‘reset’ button. Rebooting the router is simply disconnecting the power and reconnecting. By pressing the reset button you are returning the equipment back to the factory default setting and will need to reinstall.

  1. Unplug the power from your router.
  2. Wait 30 seconds and plug the power back in. It may take up to 90 seconds for your equipment to communicate with ours and allow you back online.
  3. You should now be able to connect to the internet. If the problem persists please refer to the "Troubleshooting a Router Connection" directions above.

Your Wireless Signal:

The Signal Bars on a wireless device do not indicate the signal strength of the internet. These bars show the strength from the device being used (laptop, tablet, phone, etc.) to the wireless router. Most routers will have the suggested square-footage listed on the box. Keep in mind this number assumes the router will be placed in the center of a home which is not always possible. It is best to purchase a router that allows for a longer range. You may also purchase a Wireless Range Extender to boost the signal.

Sometimes the device can be disconnected from the router. In this case a small yellow yield sign will appear over the signal bars (laptop or desktop) and inform the user “Internet Connections Available”. To reconnect to the router:

  1. Click on the signal bars indicating “Internet Connections Available”.
  2. Select the name of the router and click ‘Connect’.
  3. User may be prompted in input a password or security key. We do not have the password to any customer router.
  4. You should now be able to browse the internet!

Slow Internet? Try Running a Speed Test.

Before calling the office to complain of speed issues we ask all customers to first run a Speed Test. Clearing your browser history and routine computer maintenance can make a difference! An out dated router, computer, or browser can have a negative impact on your surfing or streaming abilities as well.

  1. Open your browser and go to www.speedtest.net.
  2. Close all apps and ensure no programs are running on devices connected to the router.
  3. Click on the button in the center labeled ‘Begin Test’.
  4. When the test is complete you should see 3 numbers (Ping, Upload, and Download). The technicians will ask for all 3 of these numbers when calling to complain of speed issues.

Useful Tools

This section of the website is for our customers to be able to locate useful software and websites that can be used by our customers. Please be advised that some links will open webpages that lead away from BlueZoom. BlueZoom is not responsible for content on other websites.

Abobe Reader Allows for viewing of PDF Files abobe.com
Speed Test Test the speed of your internet connection. speedtest.net
Anti-Virus Download free virus protection. avast.com
Security Software Microsoft Security Essentials Microsoft Security Essentials
Malwarebytes Removes malicious software from computers. Malwarebytes
Microsoft Downloads Fine updates, tools, templates, and more for Microsoft products. Microsoft Downloads

FAQ'S

Q: How do I contact the office?

A: You can visit our location at 1046 N College St., Harrodsburg, KY 40330 during our business hours (Monday thru Friday, 9:00am until 5:00pm). We can also be reached by phone at (859) 733-1212 or 1-855-357-9434. For technical assistance via email we can be reached at sales@bluezoomwifi.com. Billing assistance via email can be sent to sales@bluezoomwifi.com.

Q: When is my bill due?

A: Our billing cycle starts on the first of the month for all customers and payments are due by the 15th. Accounts paid after the 15th are subject to a $10.00 late fee. All billing is paperless and sent to the email listed on your contract. To opt out of paperless billing and receive bills in the mail please contact the office.

Q: How do I make my payment?

A: We have a variety of ways to pay. Simply choose the option that is best for you! You can make a payment by stopping in the office, mailing us a check, giving us a call, or online using the Customer Portal information provided to you. We accept cash, check (make checks payable to Blue Zoom Wifi), money order, credit/debit cards, and direct banking/echeck.

Auto-pay is also an option available to all customers. Payments will be automatically deducted from the card or bank account provided on the first of the month.

Q: What is the Customer Portal and how do I sign up to use it?

A: The Customer Portal is what individuals use to make online payments. This can accessed by visiting our webpage (bluezoomwifi.com) and clicking the Customer Portal link in our Quick Links box. Don’t remember the username or password? Not a problem. Just send us an email (sales@bluezoomwifi.com) or call the office (859-733-1212) and we can assist.

Q: What happens if I move?

A: All customers are required to sign a 2-year contract prior to installation. If the customer moves out of our coverage area they are able to opt out of the contract without paying the early termination fee of $200. A new Site Survey must be done to determine eligibility.

Q: How do I receive support after hours and weekends?

A: We do have a 24 hour phone service for customers with complications after hours and on weekends. You can call our regular number and it will roll over to our after hours support and they will trouble shoot and submit a ticket to us for review the next business day.

Q: Will I be charged a service fee?

A: For a scheduled service call that requires our technicians to come to your location and provide maintenance on equipment that was not issued by Blue Zoom (e.g. router set up, computer error), or user error and neglect (e.g. an animal chews through your cable, the PoE was not plugged in), we issue a service fee of $50. However, for any type of service call that is related to our equipment (e.g. repointing the wireless receiver, short in our cable, etc.) we do not charge.

In any case you should always call the office or contact us using the sales email to see if the service call is necessary. Many things can be done from the office to prevent the fee or the service call altogether.

Q: Do you offer computer, router, email, mail client (such as Outlook, Thunderbird, etc.), or other technical maintenance?

A: Yes! We ask that you please refer any computer related issues to a professional for your own benefit. Computer Technicians and Internet Service Technicians are two different specialties that are often confused into the same category. We now have an in-office Computer Maintenance Technician that can assist with most of your needs. Please refer to the pricing guide.

We can offer assistance to customers that are looking into buying a new router, however, you may know your needs better than we do. Doing your own research may prove to be more beneficial. Google is a powerful tool! When it comes to hooking your router up please refer to the guide that comes with the router and with the troubleshooting guide provided to you in your installation packet. If you get lost or if you have followed the guide and still have no connection we can help.

We do not offer troubleshooting for other mail clients.

Q: Can I stream video (Netflix, Hulu Plus, Amazon Prime, Roku, etc.) with this internet?

A: Absolutely! We offer unlimited data with all of our packages which allows streaming without hidden overage fees. Video streaming is supported on Zoom 1.5 package (Legacy) and all EZoom Packages (ePMP upgraded equipment).

Q: How do I make my internet wireless?

A: Our internet provides customers with wireless capabilities. To have wireless in your home a wireless router (we recommend Netgear) is necessary. You can follow the instructions provided with the troubleshooting guide to know how to plug everything into the right place, however, all other questions regarding information about configuration and the initial set up is specific to your router and will be located in the user manual. If the manual has been misplaced or did not come with the equipment it can be found online by typing the name, model number, and follow with the word ‘manual’ into the Google search bar.

We do sell netgear routers in the office. They come with a 1 year manufacturing warranty that is listed on the box and the contact information. Call our office for details.

Q: Can I switch to a different package?

A: Packages are dependent on the customer location. Customers may switch to any package eligible to their coverage area. Fees may apply. Please contact office for offers and details.

Q: When is the right time to call or stop in the office?

A: If you have been without service more than 15 minutes consecutively or when service is intermittent. Before calling, refer to the Troubleshooting guide to reboot your router, and ensure all equipment is properly plugged in. If you are experiencing difficulties with your internet we encourage you to call or email us in lieu of coming into the office. The troubleshooting goes by much smoother when you are home with the equipment to test as we are explaining it.

Q: Should I use a Surge Protector?

A: Yes. It is always important to take precaution and protect any electrical equipment. The purpose of a surge protector is to protect the devices from excess voltage. This is not to be confused with a power strip which does not protect your equipment and simply allows the user to plug multiple devices into one strip or outlet.

Q: How can I receive a month free?

A: Refer a friend! When they call to request a Site Survey make sure they mention your name! Once they have signed up and have been installed with us for 30 days we apply a credit to your account for one free month of service. There is no limit on customer referral credit. Referral credit has no cash value and is only applied to your bill.