support

FAQs

How do I reset my internet equipment?

There are multiple scenarios that may require the internet equipment at the home to be reset.

FTTH customers – the gateway on the outside of the house must be looked at remotely and rebooted remotely by our support.  However an in home router should be reset by the customer.  See router section below.

Cable modem customers – the power adapter can be unplugged from the modem or from the AC outlet.  Wait 15 seconds and plug back in.  Give another 15 seconds for the modem to negotiate an IP address and verify the lights on the modem.   Make sure the STANDBY light is NOT on.  Push the Standby button on the top to turn if off.

DSL modem customers – the power adapter can be unplugged from the modem or from the AC outlet.  Wait 15 seconds and plug back in.  Give another 15 seconds for the modem to negotiate an IP address and verify the lights on the modem.

To reset a router the power adapter can just be unplugged from the router or from the AC outlet.  Wait 15 seconds and plug back in.  Connection from the router to our service can be validated by the light on the Internet or WAN port on the router.  It is also a good practice to re-seat the network cables to the same ports they were plugged into and verify the connections return with the lights for each router port.

How do I avoid the paper bill fee?
There are true costs associated to any company today to print and mail paper bills.  Most of our customers prefer the convenience to register with the online bill pay system to receive an email notice when their bill is ready to be viewed.  They can then log in to pay each month or set their account to pay automatically.  Bills can always be printed off the online system.
How do I set up my online payment? Where do I get the security code?
There is a link to detailed instructions for setting up online bill pay on the USING YOUR SERVICES link under CUSTOMER RESOURCES.  Before you follow the instructions you must have your security code which must be obtained by contacting our customer service during business hours at 719-573-5343.
How do I run multiple devices like Xbox, PC, and laptop at the same time?
Multiple devices can access your internet service through a router.  Switches or routers configured in bridge mode are not to be used.  If you are unsure please contact our customer support.
How do I set up a home router?
It is best to retain and reference the manual and support that came with your router. In general the Cat5 cable from the Falcon Broadband service plugs into the WAN or INTERNET port on the router. The router must be configured for DHCP. Ports 1-4 on the router can run additional Cat5 cables directly to devices or to wall jacks throughout the home. Wireless router configuration must be done by the router owner. WPA or WPA2 security is recommended.
How do I set up additional email accounts?
For security reasons our office staff must validate your account to set up a new email account.  Call us at 719-573-5343.  If it is after hours leave you phone number and our office staff will contact you the next business day.
How do I access my email through the web?
Use the link under CUSTOMER RESOURCES on our home page or go to http://webmail.falconbroadband.net/ You must use the entire email address as the USERNAME and then enter your password.  If you do not know your password or get locked out you must contact our support at 719-573-5343 Options 1 , 2 for tech support.
How do I configure an email client like Microsoft Outlook?

Check out our YouTube video with step by step instructions

There are multiple email clients available but the settings are usually very similar. These are the settings to be used in all programs but the programs may use different titles. In Outlook these settings are found under TOOLS – ACCOUNT SETTING – double click on account or create new.

Name – Your Name
email address – Your full email (xxx@falconbroadband.net)
Account Type – POP3, IMAP may also be used
Incoming Mail Server – mail.falconbroadband.net
Incoming Server Port 110
Outgoing Mail Server – mail.falconbroadband.net
Outgoing Server Port 25
Outgoing server
(SMTP) requires authentication
“use same as incoming server”
Password – your password
Secure Password Authentication Should NOT be checked

Customers on our new enhanced email service use these settings:

Name – Your Name
email address – Your full email (xxx@falconbb.net)
Account Type – POP3, IMAP may also be used
Incoming Mail Server – mail.falconbb.net
Incoming Server Port POP3 = 110  IMAP = 143
Outgoing Mail Server – mail.falconbb.net
Outgoing Server Port 25 or 587
Outgoing server
(SMTP) requires authentication
“use same as incoming server”
Password – your password
Secure Password Authentication Should NOT be checked

Check out our YouTube video with step by step instructions

How do I configure my smartphone for email?

Why can’t I send mail from my phon

How do I configure my smartphone for email?

Check out our YouTube video with step by step instructions

There are multiple email clients available but the settings are usually very similar. These are the settings to be used in all programs but the programs may use different titles. In Outlook these settings are found under TOOLS – ACCOUNT SETTING – double click on account or create new.

Name – Your Name
email address – Your full email (xxx@falconbroadband.net)
Account Type – POP3, IMAP may also be used
Incoming Mail Server – mail.falconbroadband.net
Incoming Server Port 110
Outgoing Mail Server – mail.falconbroadband.net
Outgoing Server Port 25
New Jan 2012 – Outgoing server
(SMTP) requires authentication
“use same as incoming server”
Password – your password
Secure Password Authentication Should NOT be checked

Check out our YouTube video with step by step instructions

Why can’t I send mail from my phone?

Why can't I send mail from my phone?

New security change 1/3/2012 – All email clients must authenticate to send regardless of the network they are connected.  This is a new consistent policy put in place so customers can avoid having to frequently change settings when they enter or leave our network.  After this setting is put in place it will never need to be changed again.

As of Jan. 2012 – all devices should be set to require login on the outgoing server settings.  The same username and password should be used as is entered for the incoming server authentication.

What should I do with a Phishing email or other email abuse?

We work very had to block fraudulent email from ever getting to customers but it is an ongoing battle.  It is best practice to never click on links or open attachments of any email from an unknown sender.  It is also best to never provide personal information such as passwords, account numbers, or credit card numbers through email even if you do recognize the sender.  It is best to just delete the email entirely.

Falcon Broadband WILL NEVER request personal information from customers via email.  However, some spammers have spoofed their spam to appear as though it came from us.  If there is ever question verify the email by sending it to our support.

How do I request additional channels or programming?
Channel programming is an ever changing aspect of our business and is mostly controlled by the content providers through their contract demands.  Most of our programming comes from content providers that have contracts with the National Cable Television Cooperative (NCTC) of which we are members.   We are always listening to our customers requests and constantly reviewing opportunities to expand or opt into additional programming contracts.  We welcome you to contact us through our online forms so we include your preferences in our decisions.
How do I report a picture problem or a problem with a particular channel?
All picture or channel problems are not the same.  We have a special form on the web site designed to collect the information we need to properly diagnose and resolve the issue.
What do I do if one of my digital set tops is not working correctly?
Sometimes set top box issues can be resolved quickly by our support using remote commands.  We always want to attempt these methods before dispatching or having you come to our office to swap the box.  Please contact us through our support form on the web site, the support@falconbroadband.net email, or by calling 719-573-5343 and choosing option 1,2 for tech support.
How do I request a business quote?
Business quotes may require consultation with the customer or a survey of the location.  Please contact through our contact form or the sales form on the web site with your location, general request, and contact information.  A sales consultant will get back in touch with you to discuss your needs.
Why do I need to set up CPNI security questions?
The FCC has established rules regarding CPNI information which includes any core information that we have on file about our customers, their accounts, and their bills.  We ask customers to establish CPNI security questions to ensure the privacy of information in their telecommunications account.
PBX Fraud Information

Fraud Information

This pamphlet has some useful information: PBX Fraud Prevention

We are now requiring all business customers to sign an agreement in order to make International calls.  You can download the form here and then fax, email or mail it to us.

Fax: 719-886-7925

Email: Sales@falconbroadband.net

Mail: 555 Hathaway Dr, Colorado Springs, Co 80915

Banning Lewis Ranch Customer FAQ