Network Connection Issues

Network Connection Issues

The toubleshooting steps below resolved about 70% of cases involving network connection issues. If your internet is running slow, or you are not getting a connection, follow these steps:



1. Check that all of the cables are plugged in properly

If you have an Outdoor Unit:
  • Check the Router (router is either white square or white round tower). Inspect the plugs / cables:
    • There is one ethernet cable (looks like a thicker/wider telephone cable and plug) attached to the router. Push it in snugly.
    • Next, look at the power cable. Make sure it is plugged in snugly and router should have a light on.
  • Check the POE Power Supply:
    • Make sure the cable attached to the POE Power Supply (black power cord with box on it that has two cables coming out, can say Billion, POE Injector, POE power supply) is snuggly plugged in (also like a phone plug but thicker). The green light on POE should be on. Attached is a picture of one of our POE power supply's the one you have may look different than this but similar.
  • Look at the integrity of all of the cables along the length of each cable looking for any spot where the cord may be damaged.

If you have an Indoor Unit:
  • Check the cable connecting the outlet to the indoor unit. It should be snugly plugged into the box.
  • Look at the integrity of the cable along the length looking for any spot where the cord may be damaged.


2. Reset the System

If the internet is running slowly or not providing signal, sometimes it is simply a communication error and a "reset" is needed. This allows the equipment to "re-establish" the signal and start from scratch. Connection errors could have occurred because towers occasionally update and it could bump off your system.

If you have an outdoor unit: I will only be having you do one simple thing on the inside of the house.
  • Look for a black cable coming in the wall from outside and going into the black box called the POE Power supply.  Follow the cord that goes from the plug in the black box to the wall electrical outlet.
  • Unplug that cord for a solid 15 minutes.
  • After 15 minutes plug it back in. Don't unplug any other cables.
If you have a 5G / 4G indoor unit: again, just one simple task to complete. 
  • Look for the unit with antennas and follow the cord to the outlet. 
  • Unplug that cord for a solid 15 minutes.
  • After 15 minutes plug it back in. 

Whichever system you have in place should now boot up normally. 

Let's hope this resolves the issue and all is good.



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