Conexon – https://conexonconnect.com/ [Download this doc as a PDF]

Conexon Connect is the newly formed internet services provider (ISP) arm of rural fiber broadband design and construction management leader Conexon. Headquartered in Kansas City, Mo., we work with partner electric cooperatives across the country to deliver fiber broadband (high-speed internet and digital voice) services to the rural residents and communities they serve.

Business Hours: 7 am – 7 pm M-F CST

If the customer has questions about installation, billing, or service availability then refer to: (Customer Service/Business Office) Phone: 1-844-542-6663 (Option 4) Email:info@conexonconnect.com

For Technical Support: Phone: 1-844-542-6663 (Option 2) – Email:support@conexonconnect.com

Unconfirmed Outage procedure: Reach out to Supervisor and they will notify our Conexon contact David Smith @ email to: davids@conexon.us – If no response after 15 minutes Call (816) 710-9061 – DO NOT GIVE CX THIS NUMBER!

If a customer has just internet they’ll have a Calix GP1100 ONT. If a customer has internet with phone service they’ll have a Calix GS4220E

All calls that you receive will automatically create a ticket based on the customer’s phone number after the call ends. Just match the number and copy your ticket notes and troubleshooting into this Zendesk ticket and close if resolved or leave as open for unresolved issues.

Zendesk Login and credentials:

https://conexon.zendesk.com/access/normal

Login:

frontlinefusedsupervisors@frontline.group

Password:

** public accessible – **

Search by the phone number that the customer called in on to locate the ticket in Zendesk.
  • Tickets can be found in the unsolved tickets section or also by a search of the phone number.
  • Caller ID # – You may need to add dashes (000-000-0000)
  • Customer’s phone number:
Update the ticket with the gathered information.

Copy and paste the following gathered information into the Zendesk ticket:

Caller’s name:
|Caller’s phone:
ONT Lights:
Power Light:
Broadband Light:
Service Light:
Call notes:

Please note when unplugging this, make sure not to disturb the microfiber that is plugged in. This will be the thinnest line that is going to the outside of the home. Bending or pulling on this will cause issues with the service coming up.

Technician Office Hours
Agents in the office diligently monitor and respond to cases during the following hours:

Monday – Friday: 8 am-5 pm CST (9 am-6 pm EST) – Should you receive a call that needs to be escalated from us to the office during these hours please be sure you are advising the subscriber that an agent will be back in contact with them shortly.

If a case is being escalated during non-business hours for the office please advise the subscriber that they should expect a call back when the office reopens. For example, if a case is escalated at 1 pm CST on Saturday evening, please advise the subscriber that they should expect to follow up when agents get in on Monday.

We need to be sure subscribers are getting correct information regarding when they should expect to follow up to avoid further frustrations for the subscribers.

Different Brands:
Conexon – DELightSpeed
Conexon – East MS Connect
Conexon – Four States Fiber
Conexon – M Pulse Fiber
Conexon – MCEC Fiber
Conexon – NESparc
Conexon – PIE&G Connect
Conexon – Singing River Connect
Conexon – TomBigBee
Conexon – TriCoLink
Conexon – Wave Rural Connect

ONT Light Explanation

Explanation of the ONT (Optical Network Terminal) status lights.

If you need an explanation of what these lights mean, please check the Knowledge Base for “ONT Light Explanation – Reference Docs: | 804Mesh | 844E | 844G

  • Power:
    • If solid GREEN, the unit is powered up and operational.
    • If solid AMBER or RED, please contact your service provider.
    • If flashing AMBER, the device is undergoing a software update – do not power off if in this state.
  • Broadband: If solid GREEN, a broadband connection has been established.
  • Service:
  • If solid GREEN, Internet service has been established.
  • If solid AMBER, the device is in “Walled Garden” mode (your browser may be redirected to a service provider’s website).
  • If solid RED, the device has failed to receive an IP address or a PPPoE session has not been established.

What does ONT mean?

ONT means Optical Network Terminal, ONTs are the main connection device inside customer homes and take the place of a “modem” as seen in broadband connections for the customers connection to the Internet service. The most commonly used ONT brand is currently Calix such as the Calix 844G The service connection will come in from a fiber line in the wall to the ONT, and customer’s devices may be connected wirelessly to an ONT if they have managed wireless service, but they also may have a personal Router connected, or be connected by ethernet to either the ONT or Router depending on their setup.

Conexon Definitions

ISP (Internet Service Provider) – A company such as AT&T, Verizon, Comcast, or Spectrum that provides internet connection and services to businesses and individual consumers. Provide software packages as browsers, e-mail accounts, personal website, or home page. Connecting to the Internet requires specific telecommunications, networking, and routing equipment.

ONT (Optical Network Terminal) – A device that communicates with an Internet service provider (ISP) on a fiber-optic Internet network.

Fiber Optic Internet – Is data connection carried by a cable filled with thin glass or plastic fibers. Data travels through them as beams of light pulsed in a pattern. Fiber optic internet speeds are about 20 times faster than regular cable at 1 Gbps. … Cable internet sends its signals down metal wires.

SSID (Service Set Identifier) – Technical term for a wi-fi network name. When you set up a wireless home network, you give it a name to distinguish it from other networks in your neighborhood. You’ll see this name when you connect your devices to your wireless network.

VOIP (Voice Over Internet Protocol) – Technology that converts your voice into a digital signal, allowing you to make or receive a phone call directly from a computer, a VoIP phone, or other device.

IPTV (Internet Protocol Television) – refers to Internet-based Protocol Television where internet is used to deliver TV programs & Videos that are either live or on demand. IPTV is a system where digital television service is delivered to the subscriber through Internet protocol technology via the medium of broadband or internet connection. Streaming services like Netflix, Amazon, Hulu, etc.

STB (Set Top Box) – A device that converts video content to analog or digital TV signals. For years, the set-top box (STB) was the cable box that “sat on top” of the TV.

Broadband – Refers to high-speed internet access that is always on, faster and has a wider range of frequencies than traditional dial-up access. Broadband fiber-optic networks can deliver voice, data, video, and email services over the internet.

Managed Wireless – A managed wireless service refers to a router that connects computers to the internet through a single connection and is managed by a third party.

Firewall – A computer network security system that restricts internet traffic in, out, or within a private network.

Power Cycle a Device – (Turn off and on) Much like any computer, many issues are resolved by simply turning your phone off, waiting a minute or two, then turn it back on.

Reset a Modem and Router (Power Cycle) – Leave the devices unplugged for 30 seconds, then plug the modem back in followed by the router. Give them both time to boot up and connect by watching the activity lights (usually 1 to 5 minutes). Then try connecting to the Internet again on your computer or connected device.

IP Address (Internet Protocol) — A string of numbers, separated by dots, that identifies a computer or device on the internet or its local network, computers require an IP address to access the Internet. An IP address tells the city, zip code, or area code of an ISP, as well as the ISP’s name. No two devices can have the same IP address on one network. When connecting multiple devices on a Wi-Fi network, each has its own local IP address.

Subnet Mask – A technique for logically partitioning a single physical network into multiple smaller sub-networks or subnets. Separates the IP address into the network and host addresses.

Default Gateway – Is the path used to pass information when the device doesn’t know here the destination is.

Anti-Virus – Is a software used to prevent, scan, detect and delete viruses from a computer. Once installed, most antivirus software runs automatically in the background to provide real-time protection against virus attacks.

DNS1 and DNS2 (Domain Name Service Numbers) – Are IP addresses that a workstation or server uses to refer to specific servers that resolve domain names to IP addresses. A primary and a secondary DNS server are configured on a router or computer when connect to the internet service provider. There are two DNS servers in case one of them happens to fail, in which case the second is used to resolve hostnames entered.

TCP / IP (Transmission Control Protocol/Internet Protocol) – A set of standardized rules that allow computers to communicate on a network such as the internet

AI Summary

Conexon is a leading broadband provider specializing in delivering high-speed fiber-optic internet to rural areas across the United States. Founded in 2015, Conexon works primarily with electric cooperatives and communities to bridge the digital divide by deploying fiber-to-the-home (FTTH) networks. The company has made significant strides in connecting rural Americans, with over 1.1 million people now having access to fiber internet through its projects.

Key Highlights of Conexon:

  1. Mission and Impact:
    Conexon’s mission is to ensure that every rural home and business has access to high-speed internet, enabling economic growth, education, and improved quality of life. Since its inception, Conexon has designed over 200,000 miles of fiber and builds more than 50,000 miles annually. It has secured over $2 billion in federal, state, and local funding for FTTH projects, making it a leader in rural broadband funding.
  2. Conexon Connect:
    In 2021, Conexon launched its internet service provider (ISP) subsidiary, Conexon Connect, which operates and manages fiber networks. Conexon Connect offers multi-gigabit internet speeds, with plans ranging from 100 Mbps to 2 Gbps, priced between $49.95 and $99.95 per month. The service is available in several states, including Colorado, Florida, Georgia, Kentucky, Louisiana, and Missouri.
  3. Technology and Services:
    Conexon leverages advanced fiber-optic technology to provide reliable and high-speed internet. Its proprietary Distribution Design technology automates fiber network planning, reducing design time from days to minutes. The company also offers turnkey solutions, including construction management, network engineering, and customer support.
  4. Customer Experience:
    Conexon Connect emphasizes a customer-centric approach, offering services like Managed Wi-Fi, advanced parental controls, and enhanced network security. The company also provides a dedicated app, MyConnectHome, for managing home networks and troubleshooting issues.
  5. Partnerships and Growth:
    Conexon collaborates with over 300 electric cooperatives, 80 of which are actively deploying fiber networks. Its innovative model allows cooperatives to share investment and revenue, simplifying the process of delivering broadband services to rural communities.
  6. Leadership:
    Conexon is co-led by Randy Klindt and Jonathan Chambers, both of whom bring decades of experience in telecommunications and rural broadband development. Klindt is credited with designing efficient and affordable FTTH systems, while Chambers has extensive expertise in federal funding and regulatory initiatives.
  7. Future Goals:
    Conexon aims to continue expanding its reach, with ongoing projects expected to connect over 400,000 rural Americans. The company is also investing in improving customer experience, as highlighted by the recent appointment of Abby Carere as Chief Customer Experience Officer.

Conexon’s work is transforming rural America by providing the infrastructure and services needed for high-speed internet, ensuring that rural communities are no longer left behind in the digital age. For more details, you can visit their official website or explore their availability map.

Customer Satisfaction Levels

Conexon Connect, the internet service provider (ISP) arm of Conexon, has demonstrated a strong commitment to customer satisfaction, as evidenced by its customer testimonials and recent initiatives to enhance the user experience. Here are some key points about their customer satisfaction levels:

  1. Positive Customer Testimonials:
    Customers have praised Conexon Connect for its reliable and high-speed fiber-optic internet service. Testimonials highlight the transformative impact of the service, with users noting improved streaming, gaming, and overall connectivity. For example, one customer mentioned, “It’s the best internet service I’ve ever had! Never drops anything and there’s no loading time!!” .
  2. Focus on Customer Experience:
    Conexon Connect has recently elevated its focus on customer experience by appointing Abby Carere as Chief Customer Experience Officer. This role is dedicated to optimizing the subscriber experience and ensuring a customer-centric approach at every touchpoint. The company aims to replicate the high standards of service seen in electric cooperatives, which are known for superior customer care .
  3. Reliability and Speed:
    Customers appreciate the consistent and fast internet speeds provided by Conexon Connect, which are crucial for activities like remote work, online education, and streaming. The symmetrical upload and download speeds offered by fiber-optic technology have been particularly well-received .
  4. Affordability and Transparency:
    Conexon Connect offers affordable pricing tiers with transparent billing, which has contributed to high customer satisfaction. Users value the lack of hidden fees and the ability to choose plans that fit their budgets .
  5. Community Impact:
    Many customers in rural areas have expressed gratitude for Conexon Connect’s efforts to bridge the digital divide. The service has enabled access to modern amenities like telemedicine and online education, significantly improving quality of life in underserved communities .

While specific metrics like Net Promoter Score (NPS) or customer satisfaction scores are not explicitly mentioned in the search results, the overwhelmingly positive feedback and the company’s strategic focus on customer experience suggest high levels of satisfaction among its users. For more detailed insights, you can explore Conexon Connect’s testimonials and news updates .

#844G #854G

FAQ

Q: How do I reset the device without having to unplug the unit?
A: If the RESET button is depressed for less than 5 seconds, it resets the unit using the current configuration settings.


Q: How do I reset the device back to factory settings?
A: Pressing the RESET button on the back of the unit for at least 5 seconds, or access the “Restore Defaults” reset radio button located in the “Utilities” section of the Embedded Web Interface.


Q: How does the WPS button work?
A: Pressing the WPS button broadcasts the GigaCenters credentials (network password) to other WPS capable devices for a period of 2 minutes, allowing these devices to gain access to the wireless network.


Q: Is the Wireless radio on by Default?
A: Yes.


Q: Is Wireless Security on by Default?
A: Yes, unit is set with WPA2 Key Wi-Fi security type and login/password credentials that are printed on the inventory label and the product label affixed to the device.


Q: What if the User Name or login keys are forgotten?
A: Try setting up the wired connection and configuring the wireless encryption again. Press the reset button of the wireless router for at least five seconds. Device reverts to factory default settings Custom configuration options (such as SSID names) are reset as well


Q: My Wi-Fi signal strength is lower than I expected?
A: A wireless signal degrades with distance and obstructions. Common signal impairments include walls, ceilings, metal, concrete, cinder blocks, fluorescent lights, microwaves, furniture, etc. While the GigaCenter has been optimized to provide wireless coverage for most applications, there may be dependencies based on the location where the device is installed. Please contact your service provider for troubleshooting assistance.


Q: What mounting options are available for installing the GigaCenter?
A: The GigaCenter should be installed using the tabletop stand or wall mount bracket to ensure best Wi-Fi performance and proper fiber optic cable management. The GigaCenter can be installed in a flat orientation on a desktop independent of the tabletop stand. Please ensure that the fiber optic cable can be properly routed to the device without excessive bends or pinching of the cable.


Q: What do I do if I cannot log on to the GigaCenter gateway?
A: Contact your service provider.


Q: Who do I contact for service and support?
A: Contact your service provider.

Safety Information

The 844G/854G GigaCenter is a highly sophisticated electronic device. To get the most out of it, be sure to read the following text about product care, safety and efficient use.

  • Treat the product with care, keep it in a clean and dust free environment.
  • Do not expose the GigaCenter to liquid, moisture or humidity.
  • Do not expose the GigaCenter to extreme high or low temperatures; refer to the topic Environmental Conditions for more detailed information.
  • Do not expose the GigaCenter to open flames or lit tobacco products.
  • Do not drop, throw, or try to bend the product, since rough treatment could damage it.
  • Do not use the GigaCenter in an area where a potentially explosive atmosphere exists.

Intended Use

  • This product is classified as telecommunication equipment not intended for direct purchase by the public.
  • This product is designed and approved for use in an indoor location only!
  • CAUTION! Use of any controls, adjustments, or procedures other than those specified herein may result in hazardous radiation exposure.

Power Supply

  • Ensure that a suitable AC power outlet is located near the GigaCenter and easily accessible.
  • Connect the power supply cord only to the AC power outlet that meets the specifications marked next to the appliance AC power inlet on the GigaCenter.
  • Never alter the AC power cord. If necessary have the correct outlet installed by a qualified electrician or call your service provider for assistance.
  • Do not use this product near water, for example, near a bathtub, washbowl, kitchen sink, laundry tub, in a wet basement, or near a swimming pool.
  • Do not attempt to disassemble the GigaCenter. A broken warranty seal will void the warranty. The product does not contain consumer-serviceable components. Only Certified Service Centers should perform service.
  • Do not use any accessories other than those approved by the manufacturer or your service provider. Use of non-original or non-approved accessories mayresult in loss of performance, damage to the product, fi re, electric shock or injury, and may violate regulations. The warranty does not cover product failures that have been caused by use of non-original or non-approved accessories.

Potentially Explosive Atmosphere

To reduce risk of damage to the electric cord, remove it from the outlet by holding onto the AC power adapter rather than the cord. Make sure the cord is positioned so that it will not be stepped on, tripped over or otherwise subjected to damage or stress.

Class One Laser Device

WARNING! Optical Safety for Fiber Optic Modules. Never look at the transmit laser while it is powered on. Never look into the fiber optic port when the device is powered on. Never look into the end of the fiber optic cable at any time.

Children

Do not allow children to play with the GigaCenter. It contains small parts that could become detached and create a choking hazard.