Sling TV is an Internet-based service. Understanding how the Internet works with Sling will help explain issues to customers

Internet Services

Type
For Sling?
Details
Fiber
Great
The newest and fastest type of Internet service delivered to home or business through fiber optic cables
Cable/DSL
Good
The most common home Internet service, delivered through copper cables like traditional TV
Cellular
Okay
3G and 4G networks provide wireless Internet without need of an ISP, but often limit data usage
Satellite
Poor
Satellite Internet comes with strict data limits, making it a poor choice for any streaming service

When customers have Internet services installed in their home, the ISP typically provides them equipment, such as a modem and router, or a gateway. This equipment determines the strength of the Wi-Fi signal. Distance from a router or gateway, or obstacles in between, can cause weak signals.

IP Addresses

Every Internet-connected device has an IP address

  • Two types:
    • Static - devices connected to the home networks that do not change/are not mobile
    • Dynamic - cellular networks issue dynamic IP addresses, which change depending on which cell tower the device is receiving a signal from
  • IP addresses determine which locals a customer receives
  • Sling does not control IP addresses and cannot change them

Streaming

  • Sling requires a strong Internet connection because it is streaming Live TV
    • Customer's streaming devices must constantly 'talk' to the Internet to continue playing content
  • Other streaming services, such as Netflix, are not live and can send large amounts of data at once

Terms

TermDefinition
Bandwidth
  • The maximum amount of information that can be processed per second
  • This capacity is shared between all devices on a single network
Buffering
  • An intentional delay between downloading an displaying streamed content to provide a smoother picture
Domain Name System (DNS)
  • A system used to convert a computer’s host name into an IP address
  • Like an IP address for a website
Firewall
  • Software or hardware that prevents other Internet users from accessing your system
  • Firewalls can block streaming services like Sling TV
Hyperlink or Link
  • Special text that takes you to a specific web page when clicked
  • Typically colored blue and underlined
Network Latency
  • The amount of time it takes to send information to an external network and receive a response
  • The more latency, the slower the Internet connection
Packet
  • All Internet traffic is carried in packets
  • Includes an outgoing IP address, information, and a return IP address
Search Engine
  • A web-based program that finds information and web pages based on searched terms
    • Ex: google.com
Spam/Junk
  • A folder for unwanted or unexpected mail within an email client
  • Emails from Sling may automatically be sent to a customer’s spam (or junk) folder
Speedtest.net
  • A website that allows a user to test the speed of their Internet connection
  • Work with customers to check their Internet speed if they are having buffering or connectivity issues
URL
  • The specific Internet address where a web page can be found
  • Ex: sling.com
Virtual Private Network (VPN)
  • An extension of a private network across a public network, often providing a safe connection
  • Customers who use VPNs may not receive the correct locals, as their IP address