Support 

Are things not working like they should be? There could be a variety of reasons why; device issues, WiFi interference, or service disruption, to name a few. Our Troubleshooting Checklist provides the first steps to identifying the problem.  If you’re still having issues after going through the list, please Contact Us (button that scrolls to contact form)

Connect to the 5 GHz WiFi network

Be sure your devices are connected to the 5 GHz (5G) WiFi network, when possible. WiFi operates in two frequency bands: 2.4 & 5 GHz. Most modern WiFi routers and devices can support both a 2.4 & 5 GHz connection (older equipment may only be capable of supporting 2.4 GHz). Connect to the 5 GHz network by default, if able.

To ensure you are connected to the proper WiFi network, click the WiFi logo on your computer to view your connection. If we set up your WiFi router, you should see two WiFi network names with either a 2G or 5G suffix. You can switch what network you are connected to by selecting the 5G network from the list of available WiFi networks.

Reboot your WiFi router

We know it sounds elementary, but trust us, power cycling your WiFi router is an easy way to potentially resolve speed issues.  Find the power button for your WiFi router, switch it off, wait a few seconds, then turn back on.  Alternatively, you can unplug your router, wait, and plug it back into the power source.  This forces a hard reboot which will scan the WiFi environment for cleaner, less crowded channels so you and your neighbors aren’t competing for airspace.  Just be sure not to reset your router – it will restore all of the settings to the factory default and you will have to reprogram your WiFi network name, along with other settings.

Reboot the radio on your roof

This only applies to those in single family homes with access to the radio power supply. On rare occasions, the computer operating inside the radio on your roof may need to be rebooted. Power cycling (turning off, then on) the radio on the roof will force it to reboot. To do this, you will need to locate the small, white power supply that we provided for you during your installation. Unplug it from the electrical socket, wait a few seconds, and plug it back in again. The radio should come back online within a few minutes and you can test your connection.

Check the placement of your WiFi router

The placement of your WiFi router may impact its performance. If your WiFi router is located under or very close to metallic furniture or appliances, this could likely be causing performance issues. Metal blocks and reflects radio waves, which is the technology that WiFi uses to operate. By relocating your router, you may notice significant improvements.

 

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