Tech Support

How to Troubleshoot Connectivity Issues

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Check how many devices are connected to the Internet. Turning off devices that aren’t actively being used improves internet speed.

Turn off unused devices
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Try restarting the router. Doing this semi-frequently helps with internet speed, especially if you haven’t rebooted in over a month.

See instructions below

How To Restart (Reboot) Your Internet

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Find your router — look for blinking lights. (See diagram)

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Find the PoE (Power Over Ethernet) box connected to the router. It is the size of a deck of cards. (See diagram)

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Unplug the PoE box from the wall outlet.

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Unplug the router itself. DO NOT PRESS THE RESET BUTTON ON THE ROUTER

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Watch the lights stop blinking and turn off. After 30 seconds, plug the power cords back into the PoE box and router. After a few minutes, test to see if your internet has resumed working. Note: It’s extremely important to wait the full 30 seconds.

It’s normal to reboot once a month. If you are restarting/rebooting more than once a week or if you are still running into slow-internet problems after your reboot, call us at (888) 959-0222. (Open Monday–Friday, 8 AM–5:00 PM)

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Router

Your router is a small device that takes information from the modem (antenna or satellite) and delivers it to your computer. A router allows you to connect wirelessly to the Internet on more than one device.

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PoE injector

The term “PoE” stands for “Power over Ethernet”. It connects to your indoor router and can be either a black or white box the size of a deck of cards.