Experiencing internet issues? Don’t worry! These simple, step-by-step instructions will guide you through common troubleshooting problems and get you back online quickly.
Step 1: Power-Cycle the Subscriber Module (SM)
The first step is to restart the small radio unit on the outside of your home. To do this, locate the square power supply box—it’s often near your computer or router.
Unplug the CAT5 cable from this box, wait a few seconds, and then plug it back in. The connector fits snugly, so be sure to give it a firm push.
Important: After reconnecting the cable, you must wait up to five minutes for the Subscriber Module to power on and re-establish its connection to the tower. Skipping this crucial waiting period will prevent the following steps from working.
Step 2: Power-Cycle Your Router (If Applicable)
If you use a wireless router, the next step is to restart it. Do not press the “reset” button on your router, as this can erase your settings. Simply unplug the power cord from the back of the router, wait a few seconds, and then plug it back in.
Note: If you find yourself frequently repeating these steps to restore your internet connection, the problem may be with your router. Simply restarting the router first next time might solve the issue.
Step 3: Restart Your Computers
The final step is to perform a complete shutdown and restart of all connected computers. Be sure to select the Shutdown option, as “Sleep” or “Hibernate” functions will not fully restart the device.
Still Having Trouble?
If these steps don’t resolve your issue, our 24-hour technical support team is here to help. Please contact us toll-free at (877) 452-9035.
