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Internet connection not working?

Before you call us at 888-782-1454 here are some helpful tips and tricks to try which might resolve an issue with your fiber or fixed wireless connection in an expedient manner.

  1. Is the issue affecting more than one device? If so continue on, if not it is likely a device related issue. Please ensure it is properly connected to your router, try rebooting it and or moving closer to the router (if wireless).
  2. Ensure your power over ethernet PoE (Power Over Ethernet) adapter is connected properly. This device is a small rectangular block (Black/White) that provides power to the exterior antenna or fiber adapter. 

Please ensure the following:

  1. The POE is securely connected to a working power outlet and (if applicable) the small light indicator is lit. 
  2. The Ethernet cable running to the radio (black cable) is connected to the port labeled “POE” or “Gigabit Data + Power
  3. The Ethernet cable running to the WAN or INTERNET port on your router is connected to the port labeled “Data” or “Gigabit Data
  4. Power cycle the PoE by unplugging it from the wall for 20 seconds, then wait about 5 minutes to see if the connection is restored.
  5. Ensure your router is powered on and the lights are lit. Ensure the cable from the PoE is correctly connected to the router’s WAN or Internet port, some devices have an image of a globe to indicate the WAN port.
  6. Power cycle the router by unplugging it from the outlet and waiting 20 seconds, then wait a few minutes for it to boot up and check the connection again.
  7. If you have a device capable of plugging directly into the PoE’s Data port please attempt a bypass of the router. To do this power down your router, unplug the cable from your router’s WAN / Internet port and plug it directly into your laptop/device to see if this resolves the issue. If this works it indicates a router issue of some kind.

If these steps do not resolve your issue please reach out to us 24/7 at 888-782-1454 or feel free to email us at during business hours (M-F 8AM to 4PM). Our support team will do everything possible to restore your connection remotely and if needed will schedule a service technician to investigate.

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