No internet access?
/No internet access?
Things happen! Cords get unplugged, devices need to be rebooted, or in rare cases, equipment fails. If your internet stops working, here are a few steps you can take on your own.
First, find the jack in the wall where your internet comes from. There will be an Ethernet cable coming out of that jack. It will look like this:
From there, you will follow that cable to a small device called a POE. The POE is what provides power to your fiber converter or radio on the outside of your house. It will look like one of these:
There will be three cables coming out of this device:
The cable that comes from the jack in the wall will go into the large port on the end of the POE.
The circular black power cable should go into the circular port on the POE, and should also be plugged into an outlet on a surge protector.
The last end of the POE should be plugged directly into the “WAN” or “INTERNET” port on your router.
Now it’s time to power cycle your POE. To do this, simply unplug the circular black power cable from the POE, wait 10 to 15 seconds, and then plug it back in. Make sure the light comes back on (if applicable). If that doesn’t work, try to plug something else into that outlet, like a lamp, to make sure that outlet is working. It’s very common for one plug on a power strip to go bad. If the outlet is fine please call us.
Do you have a wireless router? If so, Please follow the steps below.
Your router should have at least 2 cables plugged into it. One cable should come from your POE and be plugged into the “WAN” or “INTERNET” port. The other cable should come from “POWER” and plugged into an outlet on a surge protector. There may be other cables into the “LAN” ports 1-4, going to other equipment, like a computer or television.
If there are not any lights on the router, check to make sure both ends of the power cable are plugged in securely.
If the lights don’t come on, check to make sure the outlet works by plugging something else into it, like a lamp. It is not uncommon for a single outlet on a surge protector to stop working. If the lights on the router don’t come on, but the outlet is fine, your router may need replaced.
If the lights are on, it’s time to power cycle your router.
NOTE: DO NOT “RESET” YOUR ROUTER!
On the back of your router may also be a “reset” or “WPS/reset” button, separate from the “power” button. Be sure that button is never pushed, as it will set your router back to factory settings and will lose all of the important information that has been programmed into it. If that happens, you may need to bring the router into the office to have it reprogrammed.
To power cycle your router: unplug the black circular power cord from the back of your router, wait 10 seconds, then plug it back in.
After power cycling your POE and router, restart your computer/device.
Examples of a wireless router: