Frequently asked questions

What changes are being made?

We are upgrading all Internet connections to connect using the Dynamic Host Configuration Protocol (DHCP). Currently, many HTC Internet customers connect their routers via the Point to Point Protocol over Ethernet (PPPoE), which requires a username and password.

In order to make the change from PPPoE to DHCP, we will need to coordinate with you to update your router settings. At the same time, we will make a quick change to your circuit on our end and you'll be back online.

What is PPPoE?

PPPoE is a method of authenticating your router for Internet access. Many HTC Internet circuits currently use the PPPoE connection method.

When configured to use PPPoE, your modem or router sends a username and password to HTC. If the username and password are valid, your connection is authorized.

HTC is discontinuing use of PPPoE and replacing it with a simpler connection method: DHCP.

What is DHCP?

DHCP is a method of dynamically assigning IP addresses to network devices.

When configured to use DHCP as the connection method, your router will obtain an IP address and an Internet connection from HTC automatically. You do not need a username and password when using this method.

As a side note, most new network equipment is set to DHCP out of the box, as it is the simplest connection method and needs no further configuration in the router.

Please note that support for PPPoE will be discontinued at a future date. Switch over soon to avoid any hassle later.

Will these changes affect me?

HTC Advanced WiFi users are already setup to use a DHCP connection and don't need to do anything. If you have HTC Advanced WiFi with an HTC router, you're good to go.

Or, if you've already worked with us to configure your router to use DHCP or a static IP address, you are all set.

If you use your own router, you will be affected by the change.

If you're not sure if you need to do anything, call us and we can quickly check for you.

What do I need to do?

Please give us a call at 618-939-6112.

We will assist you with logging in to your router and making a quick change. At the same, we will make a necessary change on our end.

By the time the call is over, you'll be updated and using the new connection method.

Our friendly, local HTC technical support team is ready to assist! Please give us a call at 618-939-6112. Our local technical support hours are 8:00am - 9:00pm Monday-Friday, and 8:00am - 4:30pm on Saturday.

Why do I need to call HTC to change from PPPoE to DHCP?

If your router currently uses a PPPoE connection, our equipment will also be configured to communicate with your router using PPPoE. Both your router and our equipment will require a quick configuration change to DHCP.

When you call us, we will help you make your router change at the same time we are updating the equipment on our end. Once both sides of the connection are changed to DHCP, you'll be back online.

I have more questions.

We're happy to answer any questions you may have. Please give us a call at 618-939-6112. Our local technical support hours are 8:00am - 9:00pm Monday-Friday, and 8:00am - 4:30pm on Saturday.