CUSTOMER SUPPORT

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To help assist with your support needs, the following is a list of common issues that are easily resolved by following these simple troubleshooting tips:

I have no connection to the Internet.

The loss of your internet connection may happen for several reasons, but usually means that one or more of the devices on your home network has lost connectivity, or may need to be power cycled.

Check the following:

  1. Make sure the power adapter (also called Power over Ethernet Cable or Pigtail ) for the roof antenna is plugged in and working. (This AC power supply typically has a green, white, or blue LED on it.)
  2. Make sure the physical network cables are connected to the wall plug, the computer and to any other network devices. (Router, or VoIP Adapter if you have our phone service as well.)
  3. Make sure all network devices are plugged in and have power.

If this does not solve the issue, perform the following:

  1. Power cycle the roof antenna or “radio”, by unplugging the power adapter. Wait a minimum of 90 seconds and plug the device back in.
    NOTE: If the power adapter is plugged into a power strip, power cycle the power adapter itself not the power strip.
  2. If you have a router, wireless router, or other network devices, then power cycle the device(s) by unplugging the power to those devices. Wait a minimum of 90 seconds and plug the device back in.
    NOTE: If the router or other network device(s) is plugged into a power strip, power cycle the router/device(s) itself, not the power strip.
  3. Make sure the Internet and network settings for your computer are correct and reboot your computer. If you are connecting wirelessly to a laptop, make sure the wireless feature is turned on, and you are within the range of your wireless router. If you have a mobile device, such as a phone or tablet, make sure that it is not in “Airplane Mode”.

If none of the steps above work to restore your Internet connection, please contact Technical Support at 972-775-8888

OR fill out the form below.

Final Note: 

Customers that usually have a router that has to be rebooted often? This is usually a sign of 1 of 3 issues.

  1. Either the router is failing due to age or heat. This can be resolved simply by making sure that the router is not near another heat source like the family satellite receiver.
  2. The age of the router can be resolved by replacing the router.
  3. And finally, the router itself may have a firmware issue. This can be resolved by logging to the router’s administration interface and downloading the latest firmware from the router’s manufacturer website and complete the upgrade process.

Reasons someone could have an issue are

Customer’s router:

Simply unplugging the router and plugging it back in resolves 90% of all our calls.

Power to the modem has been disconnected or turned off:

A child or pet may have stepped on the power switch and turned it off, or has knocked the plug out of the socket, or the cable from the black PoE device itself.

The rooftop antenna has an obstruction:

A tree, or sometimes a new home is built, and gets in the way of the signal between the antenna and the tower.

The customer got a new roof:

The roofer removes our equipment and reinstalls it upside down and possibly gets water in the radio, or fails to reinstall the antenna in the correct direction to the tower, creating a poor connection.

The customer failed to pay their bill:

The system is automated, so if you fail to pay your bill within the timeframe it’s due, it will automatically suspend your service. A temporary grace period is available upon request.

Fill out the form below trouble issues

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