Troubleshooting your wireless connection
If you are having trouble getting connected to the Internet, we will help you resolve the problem as quickly as possible. Listed below are several steps you can take immediately before contacting the Help Desk.
1. Ensure all cables are connected
- For an indoor modem, check that the coaxial cable running from the antenna to the modem (it has a gold connector at the modem) is tightly connected.
- For an indoor modem, check that the power cable from the modem to the power supply and the cable from the power supply to the outlet are plugged in.
- For an outdoor modem (gray peanut-shaped antenna), check that the two ethernet cables are properly plugged into the black power supply, and that the green light is lit on the power supply. Only the ethernet cable from the outdoor modem should be plugged into the port labeled "J1 DATA & PWR".
- Check that the computer network cable going from the modem or power supply to the PC or router is tightly plugged in.
2. For an indoor modem, check the diagnostic lights on the front of the modem
- Power light (bottom): solid on whenever the modem is plugged in.
- Signal light (middle): solid on indicates a great signal, blinking indicates an adequate signal, and blank indicates no signal.
- Ethernet light (top): blinks infrequently in response to activity between the PC and the modem.
3. Steps to revive your connection
- Reboot everything, starting with the modem. The modem can be rebooted just by unplugging the power and then plugging it back in.
- Try a different network card or machine (remember to reboot the modem when hooking up a new machine to it).
- Check whether your antenna appears to be pointing in its original direction. Also check to make sure there is no ice on the antenna.
4. Call the Help Desk
If your connection is still not working, please contact the Help Desk. If you leave a message or send an email, please include the following:
- Your name and phone number
- That you are a wireless user
- The type of problem you are having
- When the problem occurred and how long it has been happening
We will then call you back Monday-Friday 9 a.m. to 5 p.m. to help resolve your problem. Even though we call back during business hours it's a good idea to leave a message as soon as you know you have a problem because calls are returned in the same order messages are left on our voicemail.
5. Backup dialup access
You may also use your backup dialup account to access the Internet while your connection is being fixed. Please see the dialup instructions page for help.
Also, check these sources for interference:
- Wireless Mice
- Wireless Keyboards
- Wireless Joysticks
- Cordless Headsets - Cell phones, phones and computers
- GPS Receivers
- Digital Cameras
- Video Game Consoles
- Personal Desktop Assistants
- Bar Code devices
- Traffic control devices
- Game Consoles - Nintendo Wii, Sony Playstation 3, etc.
- Some high end watches
- Some MP3 players
- Some Wireless Routers
- Home Automation systems
- Wireless Cameras
- Wireless Microphones
- Home Audio and Home Theater Systems
- Security Cameras and Microphones
- Baby Monitors
- Car Alarms
- Video Sender
- Cordless Phones
- Microwave ovens
- Radio Controlled Models