TROUBLESHOOTING FAQS

I’M HAVING TROUBLE WITH MY INTERNET CONNECTION . . .WHAT DO I DO?

A good first step is to determine if the problem is with a single device, or with all of your devices.  If one device is having trouble while others are fine then the problem is not with your internet connection.

I HAVE CONFIRMED THAT THE PROBLEM IS ON ALL DEVICES . . . NOW WHAT?

The next step would be to locate the equipment we installed and repower it.  Follow the ethernet cable from your personal router back to our power supply.  This power supply would be a small box with two ethernet cables connected to it.  Unplug the power supply from the power and then plug it back in.

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Once our equipment has been repowered, follow the ethernet cable back to your personal router.  Unplug the router from its power supply and plug it back in.

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After your router has been repowered, the last step would be to restart any laptops, tablets, gaming consoles, etc. that are connected to the internet.

I’M STILL HAVING PROBLEMS AFTER REPOWERING . . .WHAT DO I DO NOW?

If you are still having problems after repowering all the equipment, you can troubleshoot further by bypassing your personal router (if applicable). 

First locate your personal router.  This device will have multiple lights on it and at least one ethernet cable attached to it. 

If there is a SINGLE ethernet cable connected to your router, disconnect it from the router and plug it directly in to the ethernet port of a laptop or desktop computer.  Next restart your laptop/desktop.  If this resolves the issue then the problem is with your router, not with your internet connection.  If the issue persists, please call or email our Support desk and we'd be happy to assist further.

If there are MULTIPLE ethernet cables connected to your router, find the one that goes back to our power supply.  Once that cable has been identified, disconnect it from your personal router and plug it directly in to the ethernet port of a laptop or desktop computer.  Next restart your laptop/desktop.  If this resolves the issue then the problem is with your personal router, not your internet connection.  If the issue persists, please call or email our Support desk and we'd be happy to assist you further.