FAQs

With sign-up numbers growing, so too is the Pelican Bay Foundation’s commitment to keeping residents informed about the process, technology and more. To assist, the Foundation has provided the following Frequently Asked Questions below.

Pelican Bay residents with additional questions are encouraged call Summit Broadband at (239) 529-1500, or reach them by email at Care@Summit-Broadband.com.

Frequently Asked Questions

Cable TV

  • Why are the channels on my TV different from the printed Summit Broadband channel lineup?

    Summit Broadband provides a Clear QAM (Unencrypted) Digital Basic lineup by using PSIP data (Program and System Information Protocol). Channels may not map properly if the manufacturer has implemented the PSIP standard different from the industry standard.

    Some manufacturers have released firmware fixes that can update the software on a Digital Television to fix PSIP issues. Click here to access a form letter to send to your Digital TV manufacturer or Click Here to find step by step instructions to locate available firmware updates on manufacturer websites.

  • How many channels do I get with Summit Broadband cable TV?

    The channels vary slightly by community, however, you will have access to a minimum of: • 200+ popular channels including your local broadcast networks, basic channels, plus Big Ten Network, ESPN, CNN, Discovery Channel and Disney XD. • 130+ HD Channels • 32+ premium channels including multiple channels of HBO, Showtime and Cinemax • 40+ channels of commercial-free, CD-quality digital music
  • Does Summit Broadband offer high definition services?

    Yes, Summit Broadband offers more than 130 channels of high definition programming. In order to get the most out of high definition, you’ll need a television with a resolution of 720p or higher. Most televisions on the market today are 1080p resolution.

    You will also need a HDMI cable or component cables and a high definition set top box to get the best HD picture.

  • Do I need a digital receiver for every TV?

    Yes. You will need a Digital Terminal Adaptor (DTA) or a set-top box connected to an analog TV.
  • What should I do if my remote control is not working?

    If you are having trouble with the remote control for your set top box, please take the following steps:

    Sync the remote with your digital receiver by pressing the SAT mode button.
    Check to see if the lights on the remote are working. If not, replace the batteries because there may be a power issue.
    If problems continue, please call our customer care team for further assistance. Check out our support page to contact your local office.

  • Do I need a digital receiver for every TV?

    Yes. You will need a Digital Terminal Adaptor (DTA) or a set-top box connected to an analog TV.
  • What should I do if I am experiencing problems with my set top box or DVR?

    Reset the box by unplugging the power, waiting 30 seconds then plugging the power back in. It may take a few minutes for the box to restore its settings.

Internet

  • How fast is Summit Broadband's Internet?

    Summit Broadband offers download speeds of 100 Mbps and up to 1,000 Mbps. We also offer upload speeds up to 1,000 Mbps.
  • What is a solar outage?

    Twice a year, during the spring and fall, you may experience some degree of television
    interference due to a phenomenon known as “sun outages.” This Q&A will help you understand
    what they are and how it will affect you.
    What is a sun outage?
    A sun outage is an interruption in satellite signals caused by interference from solar radiation.
    The interference is caused when the sun is in direct line with a communication satellite and the
    sun’s radiation overwhelms the satellite signal.
    How long do they last?
    Interruption in TV service due to sun outages can last up to several minutes a day.
    How do they affect watching TV?
    During this time, you may experience interference with picture quality and sound when
    watching television. Sun outages do not affect internet or phone service.
    When do they occur?
    This fall, sun outages are expected to occur between September 29 and October 8, 2014. TV
    Globo channel will begin to experience solar outages at 10:00 am and will last around 20
    minutes, the rest of our channels will experience outages from 12:00 pm – 4:30 pm
  • How is Summit Broadband able to provide the fastest Internet speed in Florida?

    Our Internet service is delivered through a state-of-the-art fiber optic network. This allows for consistent, more reliable speeds with limited lag during ‘Internet rush hours’.
  • How can I test my download and upload speeds?

    You can test your Internet speed at the following link: http://speedtest.summit-broadband.com/
  • What are Summit Broadband’s incoming and outgoing email server settings?

    If you have an e-mail account through Summit Broadband, use: mail.otcdsl.net for both pop3 (incoming) and smtp (outgoing) settings.

    If you have an e-mail account through another provider on a Summit Broadband network such as Yahoo, Hotmail or Gmail, and use an e-mail program such as Outlook or Entourage, check with your e-mail provider for settings.

  • Can I use a wireless router?

    Yes, but we highly recommend you secure the router. We don’t offer technical support to configure your router, but we recommend you do take the following steps to ensure the highest security and best connection for your wireless network:

    • Never use wireless and a hardline connection from your computer at the same time. Use one and disable/disconnect the other.
    • Plug your router or other device into the port marked for Ethernet, Internet, Uplink, WAN, or Modem access, NOT the numbered ports (if your router has them). Numbered ports are for computers or other devices, not the wall jack or DSL modem.
    • The basic steps to secure your wireless router are:

    Change the SSID to uniquely identify your router.

    Change the administrator’s password on your router.

    Use encryption to protect your router and the information coming off it. This is very important. If you are going to do only one thing, this is it. Do not use WEP. We suggest you use WPA or better.

    Use MAC address filtering.

  • What should I do if my high-speed Internet service is not working?

    These are the most common fixes for Internet issues (unless there is a network issue occurring):
    Reboot each device from the wall out. Plug it back in, and then continue rebooting other devices in order of connectivity from the wall to your computer.
    If this doesn’t work and you are using a router, disconnect your computer from the router and plug it directly into your modem or Ethernet wall jack, and again reboot devices from the wall out.
    If you still cannot access the Internet, contact us for assistance at (239) 529-1500.

Optional Telephone

  • How do I set up the voice mail feature?

    For the majority of Summit Broadband customers, do the following:

    At home, dial  239-219-1098(SWFL) to access your voice mail system. Your default password will be the last 4 digits of your phone number. There will be prompts to help you through the process of setting up your voice mail. After you have set up your system, from home dial *98 to access the system. If you have messages waiting, you will hear a stutter dial tone upon picking up your line.

    To check your messages when away from home, dial 239-219-1098(SWFL), press the * key, and then dial your phone number starting with the area code. You will be prompted to enter your password to access the system and listen to your messages.

  • If the power goes out, will my phone still work?

    Yes. Your phone receives a signal directly from out fiber-optic cable network and is unaffected by power outages and weather.

General

  • Who do I contact if I have a question about my bill or a problem with my service?

    Please contact us at (239) 529-1500 for billing questions. For your convenience, we have extended Technical Support hours 24/7. We monitor the network and resolve network issues 24 hours a day/365 days a year.
  • What are your installation fees?

    Our installation fees vary based on the services you purchase. When you schedule your installation appointment, we can provide you with specific prices.
  • Why are the channels on my TV different from the printed Summit Broadband channel lineup?

    Summit Broadband provides a Clear QAM (Unencrypted) Digital Basic lineup by using PSIP data (Program and System Information Protocol). Channels may not map properly if the manufacturer has implemented the PSIP standard different from the industry standard.

    Some manufacturers have released firmware fixes that can update the software on a Digital Television to fix PSIP issues. Click here to access a form letter to send to your Digital TV manufacturer or Click Here to find step by step instructions to locate available firmware updates on manufacturer websites.

  • Will I see programming information or just the channel number?

    The type of programming information you see is dependent on the TV set manufacturer. You may see additional features like:

     

    • The ability to see program air-dates up to seven days in advance
    • Information on actors, plot summaries, year of release, etc.

For those with rental units

  • Can a unit owner and a renter have a separate account for Internet & Television service with Summit?

    Yes! The unit owner will identify the core services they want to provide in a rental unit as part of the rental agreement. The unit owner will be responsible for the  bulk assessment, which is part of the Foundation assessment. The unit owner will also be responsible and billed directly for any other equipment and subscriptions they sign up for including upgrades to the various Fiber in the Home options.

    Each renter can establish their own account with Summit if they want to add services, rent movies, watch pay per view content and upgrade or add equipment. A renter cannot choose to upgrade a Fiber to the Home installation to a Fiber in the Home installation.

  • Is the renter liable for all the services and equipment they order?

    Yes. Renters will be billed directly by Summit for services they add and change. They are responsible for cancelling any changes they’ve made to the core services provided by the unit owner as well as returning any equipment upgrades they have made. Renters will be held responsible for the charges they incur and this liability will not pass on to the unit owner.
  • Can a renter subscribe to Summit telephone service?

    Yes. If a unit owner has not already subscribed to the Summit telephone service a renter can establish an account with Summit and select either the unlimited local service or unlimited long distance service. They can also port their own telephone number over to the new Summit account for the duration of their rental term. The renter will be billed directly by Summit and be responsible for their own service subscription.

    If a unit owner already receives Summit telephone services and wants to retain their Naples telephone number any requests for changes in telephone service level must be done by the renter through the unit owner.

  • Can a renter order an upgrade of a base fiber to the home to the fiber in the home option?

    No. Changes from a Fiber to the Home to a Fiber in the Home installation can only be ordered by the unit owner.

Terminating Service with your current providers

  • How do I terminate Comcast relationship - return equipment, call and cancel account?

    After the installation of the new Summit Broadband services is completed within your home, existing service provided from Comcast or other providers can be canceled. If your home phone service is currently provided by Comcast, a Summit Broadband representative will handle the transfer of your existing phone number to your new service. If you elect to get the optional phone service from Summit, do not cancel the service from your current provider your selves – you could risk losing your phone number! Once your home phone is transferred to the Summit service, then Comcast service can be canceled and equipment returned.
  • How do I terminate CenturyLink relationship - return equipment and cancel account?

    A Summit representative will handle the port or transfer of your existing phone to your new service. Once your home phone is transferred to the Summit service, then the CenturyLink service can be canceled and equipment returned via a prepaid package.

E-mail addresses

  • I currently have an E-mail address that is from Comcast. Will I have to change my Comcast E-mail address?

    Comcast email addresses are tied to service from Comcast. If you plan to end service with Comcast, it is recommend to transitioning to a web based email service such as gmail.com, yahoo.com, etc.

    If you have a Comcast relationship at an additional location and your primary E-mail address is identical on both subscriptions, you can retain your Comcast E-mail address as long as the other account stays active. It is essential that you log into the other Comcast account and personally verify that you do indeed have an identical primary E-mail address.

  • How do I handle an email conversation from comcast.net to gmail.com, yahoo.com, etc.?

    Visit the website for the new email provider you would like to use in the future. Your new email provider may have options to import your existing email contacts.
  • I currently have an E-mail address that is not from Comcast. Will I have to change my non Comcast E-mail address?

    The only reason you would need to switch your email address is if your existing email address tied to a service provider you plan to cancel.
  • What is the best strategy for changing my E-mail address?

    Start now and don’t wait. The best position you can be in is to have both your old and new E-mail address active at the same time for many months. Your smart phone, tablet and computer will be able to look at both addresses. You can then begin notifying your financial institutions, brokerages, insurance companies and friends that you are changing your E-mail address and you want them to begin using your new address at once. Then you can continue to monitor your old address and see who is still using it.
  • When will my old E-mail address no longer be functional?

    Your old E-mail address, if tied to a service provider whose internet services you’ll be cancelling, will stop working the day you cancel that internet service. While there may be a small grace period from your old provider in order to retrieve messages assume that once you switch over to Summit your old E-mail address and past E-mail messages stored on the old providers servers will no longer be accessible. Services such as Gmail may have utilities to help you download address books and old messages from your old provider.