We strive to keep everyone online, all the time – yet many issues can arise and cause unwanted downtime or slowdowns. This includes weather, power surges, router failure and hidden network traffic.
Before requesting a home visit from our ground crew, please go through the following steps:
(1) Power-cycle the equipment – this means simply unplugging the radio (CCCS equipment, usually mounted outside the house) and router (client equipment, connected to the radio via LAN cable) from the wall/powerbar – waiting a few seconds – and plugging back in. Wait a minute or so for everything to reconnect, then test again.
(2) Bypass router – sometimes routers default, signal diminishes with distance/resistance (walls etc), or outright die – especially after a power outage/surge. Many outages are in fact router failures; you can test this by unplugging the WAN/Internet cable from the back of the router (connected to the LAN port in the outdoor radio’s power supply), and putting it directly into your computer/laptop. Test again.
(3) Speedtest – after power-cycling all equipment and bypassing the router, if you are still offline, or experiencing slow rates (verify at http://www.speedtest.net), please contact our support services via email if possible at firstname.lastname@example.org, or via phone at 1-844-982-0094. Include the results from your speedtest for a faster response.