Troubleshooting Network Connection Issues

Troubleshooting Network Connection Issues

The steps below resolve about 70% of cases involving network connection issues. If your internet is running slow or you’re experiencing connectivity issues, please follow these steps:


1. Check All Cables

For Outdoor Units:

  • Inspect the Router:

    • Locate your router (either a white square or white round tower).
    • Ensure the Ethernet cable (a thick cable with a wider plug, similar to a phone cable) is securely connected to the router.
    • Confirm the power cable is properly plugged in, and check that the router’s light is on.

  • Check the POE Power Supply:

    • Ensure the cable is securely plugged into the POE Power Supply unit (usually a black box with two cables, marked as "Billion," "POE Injector," or "POE Power Supply").
    • The green light on the POE should be on. Note: the appearance of your POE Power Supply may vary slightly.
    • Inspect all cables for any signs of damage along their length.

For Indoor Units:

  • Inspect the Cable Connection:
    • Check the cable connecting the indoor unit to the wall outlet, making sure it’s snugly plugged in.
    • Look at the integrity of the cable for any damage along its length.

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.

  • For Outdoor Units:

    • Locate the black POE Power Supply connected to a black cable coming from outside.
    • Unplug the power cable from the wall outlet for a solid 15 minutes.
    • After 15 minutes, plug it back in (do not unplug any other cables).

  • For 5G/4G Indoor Units:

    • Locate the unit and follow the power cord to the outlet.
    • Unplug the power cord from the wall outlet for a solid 15 minutes.
    • After 15 minutes, plug it back in.
It could take up to 10-15 minutes for the Unit to fully reset. After this time, you should be connected again.

We hope this resolves your issue, but if the problem persists, please don't hesitate to contact our support team.


Contact Information

For any additional support, please reach out through one of the following options:

Email: support@simpliunlimited.com

Phone: 888-333-4160 (Call or text)
Support Hours: Monday – Friday, 9 AM – 5 PM PST

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