INTERNET TROUBLESHOOTING

Internet Support - No Connection

 

Is the problem throughout your network?
 

  • Check your other devices and see if they connect to the Internet

  • If it's only 1 device having issues, see below for Router Troubleshooting

Rebooting your equipment
 

  • Locate your router and unplug the power from it (skinniest cable in the back) wait 5 seconds and plug back in.

  • Wait about 15 seconds for all the lights to come back on and check to see if you have a connection now.

  • If there is no connection - locate the power adapter that is providing power to the radio we installed outside.

  • Look on the back of the router and look at the cable that's plugged into your Internet port (It may also be called WAN or MODEM depending on router brand)

  • The cable will either be a short flat black cable or long cable to a small rectangle black box.

  • It should look like: Example 1 (Older style) or Example 2 (Newer style)

  • Unplug the AC adapter / power cable - wait for light to go out and plug back in.

  • Some radios can take several minutes to restart - the Internet light on your router will be orange or red. It should change if the connection comes back. If it doesn't change give Surf Air Wireless a call - it may require a service call.
     

 *Note: If the power supply does not have a green light on it - try it in another outlet. If the light is still out the power supply  could be bad and will need to be replaced.

Everything plugged in?

  • Look on the back of the router and look at the cable that's plugged into your Internet port (It may also be called WAN or MODEM depending on router brand)

  • The cable will either be a short flat black cable or long cable to a small rectangle black box.

  • It should look like: Example 1 (Older style) or Example 2 (Newer style)
     

Older style

  • -The short flat black cable should be plugged into the Internet (WAN/Mode) port in the back of the router

  • On the end of the short cable there should be a network cable plugged in - if you trace that cable it should plug into a jack in the wall (it's possible it could be going through the wall or floor then outside)

  • This adapter also has its own power supply (AC adapter) it will either say Motorola or Phihong

  • The AC adapter should have a green light on it

Newer style

  • A network cable should be plugged into the Internet/WAN/Modem port on the back of the router.

  • Trace where the cable is going and it should be plugged into a small rectangle black box that looks similar to a laptop charger. This cable should be plugged into the port that says Data.

  • Another network cable should be plugged into the port that says Data/Power - if you trace that cable it should plug into a jack in the wall (it's possible it could be going through the wall or floor then outside)

  • Also make sure the power cable is securely plugged into the box

  • Most of these type of adapters will have a green light on it also

 

Router issues
 

  • Selected routers such as Netgears have a wi-fi Enable/Disable button - depending on the model it can be on the front / back or bottom.

  • Make sure it is enabled on the router

  • Check and make sure wi-fi is enabled on your device

  • Make sure the device is connected to your network

  • If the lights are different that normal try power cycling (unplug/plug in router) and if they are still different it's possible it could be an issue with the router.

Bypassing your network

  • Unplug the cable from the Internet (WAN/Modem) port on the back of the router and plug it directly into your computer (Note: if you computer is hardwired to the router - unplug the cable going to router from the back of your computer and plug the 'cable from the router in its place)

  • Wait about 10 seconds and check and see if you have a connection.

Example 1 - Old Style
Example 2 - New Style
 

Internet Support - Slow Speeds

 

If your connection is slow at times - there could be several possible reasons.
 

Check your speed

  • Compare the results to the speeds your plan allows

  • Keep in mind that the speed results will be 'up to' what your plan offers

One or more of your devices could be using up your bandwidth

  • Turn off all of your devices that you use on the Internet except for one.

  • If your device is wi-fi - stand next to your router and do a speed test

  • If the speeds are near what your plan allows - something on your network is using your bandwidth

  • If you see speeds are still low - make that device isn't doing updates or have something running in the background using up the bandwidth otherwise - see below

 

Bypassing your network
 

  • Unplug the cable from the Internet (WAN/Modem) port on the back of the router and plug it directly into your computer (Note: if you computer is hardwired to the router - unplug the cable going to router from the back of your computer and plug the 'cable from the router in its place)

  • Wait about 10 seconds and check and see if you have a connection.

  • Test your speed now - if it is near what your plan allows then its possible your router is causing the connect to be slower

  • You may call Surf Broadband support and see if it's possible to resolve the issue - it’s possible the router may have issues.
     

Streaming movies / TV shows / Gaming

 

  • Streaming & gaming requires a faster plan of at least 10Mbps (Standard Plan) or higher to allow for a problem free service.

  • We recommend 15Mbps Premium Plan or more if gaming and streaming is done simultaneously with your connection.

 
 

Internet Support - Intermittent

 

If your connection is intermittent at times - there could be several possible reasons

When you lose a connection - check your other devices, are they down too?
 

Losing connection on one device

  • Check and see the signal strength on the device you are having issues with

  • If the signal is low or doesn't see any network its possible your device is too far from your router

  • Your device may be disconnected from your network.

  • On a computer move your mouse over the wi-fi icon.

  • Verify its connected to your network - If it says Not Connected but Networks are available then you need to reconnect to your network

  • If you are still experiencing issues you may call Surf Broadband Solutions support and we can see if we can get it up and running otherwise the computer may need to be checked out.

  • If you are using a tablet or phone you want to go into Settings and into your wi-fi settings to see if its connected to your network.

 

Losing connection on multiple devices at once

  • Check and see the signal strength on one of the devices you are having issues with

  • If the signal is low or doesn't see any network its possible your device is too far from your router

  • Stand next to your router and look at the signal - if its still poor it is an issue with your router.

 

Bypassing your network

 

  • Unplug the cable from the Internet (WAN/Modem) port on the back of the router and plug it directly into your computer (Note: if you computer is hardwired to the router - unplug the cable going to router from the back of your computer and plug the 'cable from the router in its place)

  • Wait about 10 seconds and check and see if you have a connection.

  • Test your connection for awhile and see if it stays active - if it does your router may be causing problems with your connection

  • If your connection is still intermittent call Surf Broadband Solutions support and we can assist with narrowing down where the problem is at.

  • Device using up all your bandwidth

  • See Slow Speed

SALES - SUPPORT - BILLING

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