How to reboot equipment...

There are two main devices in your home that control your home's wifi. Our Radio device located outside. And your wifi router located indoors.

Our radio device is an electronic device with built in antenna that talks back to our tower site in your area. It passes the data back in to your home by an Ethernet cable. Connected to that Ethernet cable is the radio power supply. This is typically located a few feet away from your wifi router. And looks similar to this small device..

(Notice how one port is labeled POWER. Or POE on some models.. This port sends power to our outdoor radio. Please do not get these cables backwards. As you would now be sending power to your home router. And it is not designed to accept power like our radio is. POWER goes to the outside of your home.)

From this device, we then have another Ethernet cable that goes to the WAN or Internet port of your router

This is the back of one brand of router. There are obviously hundreds of different brands and types of home or business routers. Most, but not all of the time, there is one port labeled WAN or Internet. And the rest are labeled LAN.

The LAN ports are used for your (Local Area Network, LAN) inside of your home. The other port would connects to us.

Once all of that is connected properly. (your internet service will not work if it's not, or connected in any other way) We can try and do a "power cycle" or "reboot" of this equipment..

This procedure fixes most common issues in the home. It fixes well over 90% of our calls and emails for "No Internet" type calls. 

The main reason for this is these two electronic devices can loose sync with each other, or our tower without getting to technical. Rebooting both of them, in proper order, allows them to sync again and allow the Internet to pass through them both to reach your devices.

So, in order to reboot both of them. We only need to unplug the power to each of these devices. INDIVIDUALLY.  We won't just turn off both with a power strip, or unplug one and not the other.. Both should have their power cord unplugged from the wall, or the device itself if it's easier. (PLEASE never press the reset button on the router. It will loose it's settings and potentially result in a charged service call)

We then plug power back in to the radio power supply only.  We will need to wait at least 2 minutes. If you need to count it out, please do so.. It's important. Our radio device is a small computer. It takes a bit of time to reboot.

We then plug power back in to the router. Same thing, wait.. Sorry. But, again, it's a small computer and just takes some time.

If after 5 minutes service isn't back online. Please give us a call and let us know. We will help verify these steps were done, and get a tech out to your home as soon as we can if we can't resolve the issue over the phone.