Although we do have 24/7 monitoring services for our access points, our support hours and hours of operation are from 8:30am to 5:00pm, Monday through Friday, and 9:00am-11:00am on Saturday. If you cannot get online, there are a number of procedures you can do before contacting us. If you are typically able to access internet on more than one device through our service, you have a wired or wireless router. Please make sure that none of your devices can connect before troubleshooting. If you need, or have lost your static IP address, please call us or if you have another means of internet, you can email [email protected], and/or [email protected]. Below are instructions for various basic troubleshooting procedures. If you are trying to install a wireless router, please call us for assistance.
How To Reboot Your Antenna
Each client has an antenna/radio that is mounted on their house. This antenna is powered by a power-over-ethernet (PoE) injector. Pictured below are the most common PoE injectors we use. Make sure that the light is on, and that they are connected properly. The LAN port (on the black injector) or PC port (on the white injector) should be connected directly to your computer, and the POE (black injector) or CPE (white injector) should go outside to the antenna on your house.
Now that you have verified your injector is powered up and connected properly, disconnect the power for a period of 10-20 seconds. Make sure that the light has turned off, and then reconnect the power. Once plugged back in, be sure that the light is back on, and check your internet again. If this does not work, please reboot your computer.
If you still do not have service after rebooting your computer, please contact us. If you have a smartphone or other means of internet, you can email after hours.