Help

Internet Troubleshooting

Are other devices in your home working?
If so, the problem is with that specific device and not your internet service. Call us during business hours to get limited device support or call the device manufacturer for more in-depth help.
Are you experiencing a power outage?
While many devices have their own battery and can operate during a power outage, your internet equipment needs power to function. All our towers have backup power systems and are unaffected by power outages.
Have you paid your bill this month?
All services are invoiced on the 1st of each month and due at that time. Invoices unpaid by the 15th are considered past due and your service will be automatically suspended. Get your service restored by making a payment using your online client zone. Everyone receives an invitation email the day their service is installed with instructions to setup your client zone password; your username is your email address.
Slow internet?
Is your internet running at normal speed on some devices but slowly on others? You could be using more bandwidth than your package can support; call us to upgrade.
Still not working?
If none of the above problems apply to you, you may be experiencing an internet outage, the first step is to verify your cables.

Verify cables: SBT router

Most internet problems are due to a cable being moved, unplugged, or loose. Unplug each cable to inspect, and listen for a click to verify it's properly reinserted. Use the diagram to verify correct cable position.

We do not recommend pushing the recessed (reset) button on the back of any router as this will erase all of your settings.

1. Power adapter plugged into the wall with power light on.

2. Ethernet cable between the power adapter and router is in the POE port.

3. Ethernet cable going outside to your radio is plugged into the correct port on the router (colored wires showing on this cable is normal).

After correcting an issue with your cabling, it can take up to five minutes for your internet to come back online.

If you don't have an SBT router, continue troubleshooting below.

Verify cables: personal router

Most internet problems are due to a cable being moved, unplugged, or loose. Unplug each cable to inspect, and listen for a click to verify it's properly reinserted. Use the diagram to verify correct cable position.

We do not recommend pushing the recessed (reset) button on the back of any router as this will erase all of your settings.

1. Power adapter plugged into the wall with power light on.

2. Router plugged into the wall with power light on and power button depressed (on position).

3. Ethernet cable going to your outdoor radio is in the POE port on your power adapter (colored wires showing on this cable is normal).

4. Ethernet cable between the power adapter and your router is connecting the LAN port (power adapter) to the internet or WAN port (router).

After correcting an issue with your cabling, it can take up to five minutes for your internet to come back online.