Clarus Support Team

Help Desk

Our Clarus Help Desk has 16 years of experience dealing with internet related issues. This is almost 2 decades of run books dedicated to first call resolution. What does this mean? It means when you call in and report a problem, we've most likely seen it before and know exactly how to fix it. This means first call resolution- nobody transfers you to another representative. This means less time on the phone and more time enjoying life. Our live representatives are available Monday through Friday from 8am to 8pm. If you reach us after hours, please leave us a message and we will get back with you as soon as possible. You can reach us at 855-655-6788

Network Operations Center

Our Network Operations Center is the real time monitor. While our customer support line handles reactive issues from our customers, our NOC is the proactive unit that actively watches around the clock making sure our networks are online and secure. If there is ever an event such as a broken fiber line, our NOC knows about it instantly and is already dispatching help before you can pick up the phone. Its good to know these guys are looking out for our networks.

Engineering

Our Engineering Team is comprised of several units. We have Developers that work towards future upgrades and improvements so you are never slowed down by antiquated methods or technologies. Our Network Engineers, or "Network Plumbers" as they like to be called, are the ones who design, configure and maintain the network so it runs like a well oiled machine. All three of these departments work together to ensure you have the best user experience possible. Its our sole mission as your service provider- reliability and exceptional customer service.

Understanding Broadband Speeds

Understanding WIFI can be complicated. There are many factors that make up the speed and ultimately the performance you see from your internet connection. Before concluding that the fiber connection is faulty, we encourage you to read through Google Fiber’s thoughtful literature on fiber speeds. Arguably the biggest name in fiber to the home connections, Google Fiber has drawn from their fiber customers across the country to provide a range of speeds recorded from mobile devices, laptops and hard wired connections. The link below will show speed ranges for these devices.


Clarus offers speeds of up to 1Gigabit synchronous. This means the fiber device that connects your exterior line to your interior wiring is provisioned at a 1Gigabit connection. This does not mean that any singular device in your home will pull 1Gigabit from the internet. The gigabit connection provides a cumulatively superior experience when bandwidth is shared across devices connected to internet in your home.

 

Please visit this link to see where you stack up:

Google Fiber Device Speeds

Here are some helpful tips from Google to understand what affects internet speeds in your home:

  • Out-of-date hardware
    The type of hardware you use, age of the device, operating system, web browser, network interface card (NIC) and other applications running on your device all affect upload and download speeds.
  • Slow connections between Google Fiber’s network and the websites you visit
    Once your communication leaves the Fiber network, we can’t ensure you’ll receive maximum speeds due to heavy traffic or substantial rerouting delays at any time.
  • VPNs (Virtual Private Networks)
    If the VPN’s server isn’t capable of forwarding traffic at 1 gigabit, your Internet speed may be reduced to the speed the VPN server is capable of.
  • Peak usage times
    Performance due to external factors may be lower during peak usage times, which on our network typically fall between 7 PM and 11 PM in your respective time zone.
  • Video takes priority over data
    If you have TV Boxes turned on (even if your TV is off and you aren’t watching), the video stream is using part of the bandwidth, and the data stream can only use whatever bandwidth is left.
  • Latency
    Latency is the measurement of how long it takes to transmit or receive packets on a particular network, and is affected by how far packets need to travel, how many network packets need to travel over, and the quality of those networks.
  • Packet loss
    Like latency, packet loss can have a number of different causes, including network congestion, faulty hardware, poor device performance or the presence of software bugs.

Run a speed test here: Clarus Speed Test