Basic Troubleshooting

Trouble connecting?

Before calling support, you may want to try the following:

Are other computers able to connect to the Internet?
Have you tried a different website?
Is there power to the outlet?
Are all devices powered on?
Are all the cables plugged in completely?  You might unplug and plug in again.
Unplug the connection from your router and plug directly into your computer.  This would let you know if the router could be the issue.
If you are running a wireless connection to a laptop, is the wireless turned on?
Are you connected to the correct wireless network?

If you have tried the above and still can't connect, try the following steps:

Power cycling is a great way to maintain the integrity of your Internet connection.  Many technical issues can be resolved with a quick power cycle.
To power cycle your Internet connection, find the small white or black box that is between the radio on your roof and your computer or router.  This box is your Power over Ethernet adapter (or PoE) and provides power to the radio on your roof.  The PoE is usually inside the home and close to your computer or router.
To power cycle, remove the power cord from the side of the PoE, leave it unplugged for 15 to 20 seconds, then plug it back in.  You should not need to remove the Ethernet wire from the PoE.  The Ethernet wire has an end that resembles a telephone line.  If you do remove the Ethernet wire, it is important that you connect the wire back into the exact ports from which you removed them.
If you have a router, remove the power cord from the back of the router and the power cord from the PoE simultaneously.  When you return the power to these devices, there is a good chance your Internet will be back to performing the way it should.

Often, an apparent issue with your Internet connection may actually be an issue with your computer.  Like power cycling, rebooting or restarting your computer often reconnects your device to the Internet.  When having issues online, a quick restart of your computer may be all it takes to get you back to surfing the web.