Basic Internet Service Troubleshooting
My internet is running slowly, what can I do?
The first thing to check, are you connected to the right WiFi Network? How about signal strength, is it strong? If your signal is weak, try moving closer to the router or reposition the router to see if that helps.
Run a speed test using our server. Your speeds should be within 75% of advertised at any given point, unless your connection is saturated or unless your wireless client is not capable of speeds in excess of 100Mbps. Our speed test is designed to be reliable and highly available whereas others can vary greatly depending on location and worldwide load. Click HERE to use our speed test server.
Are there any devices that may be interfering with your WiFi? Look for other routers that could be turned off, baby monitors, even wireless camera systems that have their own base stations can cause interference.
Are there any game consoles or PCs that may be downloading large updates?
If issues persist, please unplug the router (And power injector if there is one), wait about 30 seconds, and reconnect. If issues persist, or if you find yourself having to reboot often, please email us at [email protected]!
I am connected to WiFi, but there is no internet!
Let's check a couple things...
1) Is it possible that your account is suspended due to non-payment? If so, click the "customer portal" link above and log in to apply a payment.
2) Power cycle your equipment. Unplug the router (And power injector if there is one), wait about 30 seconds, and reconnect. If issues persist, or if you find yourself having to reboot often, please email us at [email protected]!
3) Are the cables securely connected, and connected properly? For a diagram of how the cables should be connected, click this link:
https://drive.google.com/file/d/1vDXaBhgTcUTgETqxgHolJUANCnXjXkKV/view?usp=sharing
I have good coverage in some rooms, but not all...
It is possible that a second router or WiFi access point needs to be installed. This is a one-time hardware cost, not a monthly charge. Give our team a call M-F 8am to 4:30pm and we can evaluate your hardware needs!
We just had a storm, now my internet isn't working.
If you're a wireless customer, make sure your dish is not blocked by trees, limbs ect. Also make sure it wasn't moved around by the storm.
A good first step is to reboot equipment. Unplug the router (And power injector if there is one), wait about 30 seconds, and reconnect. If issues persist, or if you find yourself having to reboot often, please email us at [email protected]!
I forgot my WiFi password!
It happens, don't sweat it! If you have an Adtran router with the HomePass app, you can open the app to retrieve your password.
If there are any apple devices that are connected in your home, you can view the password on these devices by going to WiFi settings and selecting "view" where the password goes to display the password in plain text.
If all else fails, shoot us an email or give us a call! [email protected], 618-207-2545
My NAT type is strict and/or I am unable to visit a website.
For both of these, please give us a call at 618-207-2545 or shoot us an email at [email protected]. Our local team will work with you to get this resolved during business hours.
WOOPS! I unhooked my equipment and can't remember how to reconnect cables.
Check out this diagram, maybe it will help!
https://drive.google.com/file/d/1vDXaBhgTcUTgETqxgHolJUANCnXjXkKV/view?usp=sharing