Having some issues? Try these simple steps, you may not have to call in at all!

Step 1: Restart Your PC and Router

It might sound like the obvious starting point, but you’d be surprised how many people don’t try this before calling in. A simple reboot can actually resolve many of the everyday issues you run into, including a flaky network connection. Shut down all of the relevant hardware, which includes the PC or smart device, and the Router. And if none of the other PCs or devices on your network are having this issue you don’t need to reset the POE and router, but always try rebooting the device.

Once you shut down everything, wait at least 5 minutes and restart the devices in this order:

1. The router. Reboot this by unplugging the power cable from the back of it for a couple of seconds and plugging it back in. Again, wait 3-5 minutes and if that still hasn't helped, move on to the next step.

2. The computer or device that's having issues. After it's powered back up, try to get online.

In most cases, that will do the trick. If not, then you need to do some further troubleshooting.

Step 2: Isolate the Network Problem

Isolating the problem is not just saying, “I can’t get onto the Internet.” That’s just a symptom or a result of the problem. To resolve it, we need to discover the cause of the problem. How do we do that? Like a good detective, we investigate and ask questions.

For instance, is your machine the only one having the problem, or is it all of the devices on the network? If it’s just your machine then it’s probably not the Internet connection itself, but a problem exclusive to your device. On the other hand, if the problem is affecting multiple devices, then you need to look for other factors, such as how those devices are connected to the Internet. Are they using a wired or wireless connection?

If they all use a wireless connection, then it could be the access point or the wireless radio inside of the router. If both the wired and wireless devices are affected, then it could be a problem with the router or the connection to the radio equipment.

In some cases the problem might occur using Internet Explorer, but not when using Google Chrome. This could indicate a problem with the Internet Explorer application itself. In other cases you might not be able to browse the Web, but you can still get email. That would indicate that your Internet connection is fine, but something is blocking HTTP data traveling over port 80, but not email traveling over port 25. This would indicate a firewall issue or possible virus or malware infection. Once you identify the potential problem area, you can begin troubleshooting.


If you have tried these STEPS and are still experiencing issues please let us know so we can get it resolved as quickly as possible. We have tech support in office Monday – Friday 8am – 8pm at (877) 903-2777 option 2.