Wi-Fi Support

Getting the Most from Your Citynet GIG Fiber Connection

Thanks again for choosing Citynet! We hope you’re enjoying the incredible speed, reliability, and freedom that come with your GIG Fiber connection.

To help you get the best possible performance, especially over Wi-Fi, here are some helpful tips, info, and troubleshooting advice.

Your Citynet Wi-Fi Setup

Wi-Fi Network Name (SSID)
Your Wi-Fi network name, or SSID, is what shows up when you search for wireless networks on your device. This name helps you identify and connect to your home’s Wi-Fi.

  • During your installation, you can either use the default name provided or create your own custom network name.
  • Tip: Choose a name that’s easy to recognize (especially if you have multiple networks nearby).
  • If you need to change your network name later, give Citynet Support a call at 800.881.2638.

Wi-Fi Password
Your password is also set during installation. It keeps your network secure and ensures only approved devices can connect.

  • Lost or need to update your password? Just call Citynet Support at 800.881.2638 and we’ll help you reset it.

Your Citynet-Provided Router
With your installation, Citynet includes a high-performance Wi-Fi router at no extra cost. While you can use your own router, our provided equipment is designed to deliver the best experience on our network and includes added benefits such as:

  • Remote Support
    Our team can securely check the status of your router remotely and troubleshoot more efficiently, often without needing to visit your home.
  • Optimized GIG Performance
    Our equipment is tested and configured to deliver the full speed of your fiber connection.
  • Automatic Security Updates
    Your router receives regular firmware updates for improved performance and better protection.
  • Smart Wi-Fi Features
    Many Citynet routers come with intelligent features like automatic channel selection and enhanced multi-device performance.

Maximize Your Wi-Fi Performance

Even with lightning-fast fiber internet, poor Wi-Fi setup can slow you down, and Wi-Fi signals can be surprisingly picky!  Here are easy ways to boost your wireless performance:

  • Place your router in a central location
    Keep it off the floor, in the open, and away from thick walls, metal surfaces, or large objects. Even large fish tanks can block or weaken your signal.
  • Reduce interference
    Avoid placing your router near devices like cordless phones, microwaves, or baby monitors.
  • Reboot regularly
    Restart your router every so often to refresh your connection.
  • Use updated equipment
    If using your own router, make sure it supports at least Wi-Fi 5 (802.11ac) or Wi-Fi 6 (802.11ax).

What’s the Difference Between the Router and the ONT?

  • ONT (Optical Network Terminal):
    This device connects your home to Citynet’s fiber network. It acts like a modem, but specifically for fiber.
  • Router:
    This device creates your home’s wireless network and connects your devices to the internet.

Understanding Internet Speeds

Speed test results can vary depending on how you’re connected:

  • Wired (Ethernet)
    Delivers the most consistent and accurate results. Ideal for testing your full GIG speed.
  • Wi-Fi
    Speeds may vary depending on your device’s distance from the router, interference, or how new the device is.

To run a speed test:

  1. Connect your device to the router using an Ethernet cable.
  2. Visit our Speed Test page.
  3. Run the test.
  4. Compare the wired result to a test on Wi-Fi to understand any differences.

Troubleshooting Wi-Fi Issues

If your internet seems slow, your fiber connection is likely fine. It may be a Wi-Fi issue. Try these quick fixes:

  • Reboot your equipment
    Unplug your ONT and router/gateway for 30 seconds, then plug them back in.
  • Check your device:
    Older devices might not be able to reach full GIG speeds.
  • Get closer to the router
    Distance and walls can weaken your signal.
  • Consider a mesh system
    If you have a large or challenging layout, a mesh network might be needed to eliminate dead zones.

Common Wi-Fi & Internet Terms, Simply Explained

Access Point

A device that extends your existing Wi-Fi network by broadcasting the signal to more areas. Often used in large homes or businesses to improve coverage.

The amount of data your internet connection can handle at once. Think of it like a highway—the more lanes (bandwidth), the more cars (data) can travel without slowing down.

When a video pauses to load. It usually means your internet connection or Wi-Fi signal is too slow at that moment.

How fast you can pull information from the internet to your device—like loading a webpage, streaming a movie, or saving a file.

A physical cable that connects a device (like a computer or smart TV) directly to the internet through your router. Wired connections are typically faster and more stable than Wi-Fi.

A delay between when you do something (like click a button in a game) and when it happens. Often caused by slow or unstable internet.

The time it takes for data to travel from your device to its destination and back. Lower latency means faster response times—especially important for gaming or video calls.
A group of devices that work together to spread Wi-Fi evenly throughout your home – especially helpful in larger houses or places with thick walls.

The device that brings internet into your home. With fiber internet from Citynet, we use an ONT instead of a traditional modem.

The SSID (network name) is what you connect to, and the password protects your network from unwanted users.

The box that connects your home to Citynet’s fiber internet. It’s kind of like a modem, but for fiber. Usually installed where the fiber line comes into your house.

Turning your equipment off and back on again. It often fixes small issues and improves performance.
The device that creates your home’s Wi-Fi network. It sends the internet signal wirelessly to your devices.
The name of your Wi-Fi network. You’ll see this name when you look for available Wi-Fi on your phone or computer.

A simple test (like at https://www.citynet.net/internet/speed-test/) that shows how fast your internet is at a given moment.

How fast you can send information to the internet—like posting a photo to social media or backing up files to the cloud.

A wireless connection that lets your devices (phones, laptops, tablets) connect to the internet without using cables.
A device that helps boost your Wi-Fi signal into areas that are hard to reach, though it may not be as seamless as a mesh system.

Need Help?

If you're ever unsure about your setup, run into a tricky Wi-Fi issue, or just have questions about your service, we're here for you. Our team is based right here in West Virginia, and we’re always ready to help you get the most out of your Citynet GIG Fiber connection.

Whether you need to reset your password, ask about equipment, or troubleshoot a performance issue, just give us a call at 800.881.2638, email us at [email protected] or fill out an online support ticket here.

No matter the issue, big or small, you’re never on your own. Citynet is just a phone call or click away and is available 24 hours a day.