Frequently Asked Questions

High-Speed Internet

Questions Before Installation is Complete

1. How many filters are provided with a standard High-speed Internet installation kit?
2. How does the self-installation process work?
3. What are splitters and filters?
4. Where can I find User Guides or technical help installing EMBARQ^® High-Speed Internet service?
5. What can I expect if I choose a Full / Professional Installation?
6. What equipment, services and features are included with EMBARQ^® High-Speed Internet if I choose a full- install by an EMBARQ Technician?

How many filters are provided with a standard High-speed Internet installation kit?

Not all high-speed Internet installations require filters to be installed on your voice phones. If your installation does require the use of filters, there will be 3 small inline filters and 1 wall mount filter included in your High-speed Internet installation kit.

How does the self-installation process work?

Your free self-installation kit will arrive by courier within 3-5 business days of placing your order for EMBARQ^® High-Speed Internet. Your self-installation kit will contain a modem, user guide, and any necessary filters (filters and splitters are explained in a following question). On the activation date given to you at the time of your order placement, your high-speed Internet service will be ready for use and you can perform the self-installation process, following the instructions included in your self-installation kit.

What are splitters and filters?

The strength of the high-speed Internet signal at your home location will determine whether you need a splitter or filters to separate the high-speed Internet signal from the telephone signal coming into your home. Splitters or filters are used to ensure that you will not experience any noise on your telephone line as a result of installing the high-speed Internet service. You will be informed whether you need a splitter or filters at the time you order your high-speed Internet service from EMBARQ.
If a splitter is installed by an Embarq technician, you will not need filters on the telephones in your home and filters should not be included in your self-install kit.
If it is determined at the point of sale that you do not need a splitter, your self-installation kit will include filters to place between the telephones in your home and the wall jack. Filter installation instructions are included in the easy, step-by-step instructions on the installation CD.
A filter should never be placed between the modem and the wall jack because it will interfere with your high-speed Internet signal.

Where can I find User Guides or technical help installing EMBARQ^® High-Speed Internet service?

Embarq provides a simple and easy to understand User Guide with illustrations for customers choosing to self-install.

What can I expect if I choose a Full / Professional Installation?

If you choose to have an Embarq technician install EMBARQ^® High-Speed Internet, an appointment date and time will be given to you at the time of your order, or provided via a follow-up e-mail or phone call. Your appointment time will be within a two-hour window, and you will need to be at home during that time so that the technician can enter your home and install the service on your computer.
The installation will take approximately one hour and will include installation of your free modem, high-speed Internet software, filter or splitter installation, set up of one e-mail account, and installation of a free USB adaptor if your computer is not already equipped with Ethernet capability. The technician will bring all necessary equipment to perform the installation of your high-speed Internet service. The technician can answer questions you might have and will ensure that your high-speed Internet is working prior to leaving your home. You will be charged a one-time fee for full installation of service by an EMBARQ technician.

What equipment, services and features are included with EMBARQ^® High-Speed Internet if I choose a full- install by an EMBARQ Technician?

Full Installation of high-speed Internet services - An EMBARQ technician will come to your home during the appointment time scheduled at the time of sale and fully install your high-speed Internet service. There is a one-time charge for this service.
Free Modem - A modem, filters (if necessary), user guide, and installation CD are included with your EMBARQ high-speed Internet order.
Splitters or Filters - will be provided free of charge as necessary to make sure your connection is good to your modem and that you will not hear data noise during telephone use. A later question will explain filters and splitters in detail.
Free USB Adaptor - If your computer is not already equipped with a Network Interface Card or USB Adaptor, a USB Adaptor will be provided and installed with your full installation service.