Check the following questions prior to calling tech support:

First, have you moved any of the equipment, possibly when you were cleaning or a pen fell back behind the desk? Check to see that everything is plugged in correctly.

• Did you recently change or move the cables?
• Does everything have power?
  • Does the power injector have a light on it? Is that light on?
  • If you have a router, is the router light on? Do you have an "Internet" or "WAN" light (not WLAN) on your router? Is it on?

Use the following diagram to identify the equipment mentioned in the page:

Your power injector and router may or may not have lights...if either the power injector or router have lights and they are not on, please contact Techinical Support.

Power Cycling

Most customers can fix their own problems by power cycling the radio and router and rebooting their computer. Power cycling is similar to rebooting your computer.To power cycle your equipment follow theses steps:

STOP: Before you initiate the power cycle steps, it is important to perform these steps in the following order. Also, allow at least 30 seconds before performing the next step:

1. To power cycle the radio, pull the skinny black power cord out of the power injector, wait a few seconds and then plug it back in. To power cycle the router, pull the skinny black power cord from the back of the router, and leave it unplugged for a few seconds, and then plug it back in.
2. To power cycle your computer, simply reboot your computer.

Keep in mind that the radio may take one full minute to fully reboot. Also, you will want to reboot your computer at this time. This will also help fix the problem.We offer on-site tech support for our customers if an issue cannot be resolved over the phone. An hourly rate of $25/hour with a one-hour minimum only applies if tech support determines that the issue is a customer-related problem, and not a problem with the Internet connection itself.