How to troubleshoot your equipment

If you are having Internet connection issues or slow Internet speeds with your fixed-wireless Rural Internet service, please follow the troubleshooting steps below.

Troubleshoot your router first

Some issues with your service may be fixed by troubleshooting your router, so we recommend checking and restarting your router before you attempt to troubleshoot your antenna’s power supply.

If you use a third-party router, please consult the manufacturer’s website or customer support to learn how you can correct issues.

If you use an Access-supplied Hitron router, please check the following articles:

How to fix slow Internet speeds
How to fix Internet connectivity issues

Please note that your Hitron router should never be factory-reset if you subscribe to fixed-wireless Rural Internet service.

If you use an Access-supplied Ubiquiti router, please follow the instructions below. 

Check router connections

  1. Ensure the black Ethernet cable that comes in from the antenna outside is securely connected to the PoE port on your power supply and ensure the cable does not have kinks, cuts or punctures. 
  2. Ensure the cable that runs from the LAN port on your power supply is securely connected to the Internet port on your router.

Restart your router

  1. Try restarting your router by unplugging its power cord and plugin it back in.
  2. Test your Internet connection.

Try connecting directly to your antenna’s power supply

  1. Connect a device such as a laptop or desktop computer directly to your power supply.
  2. Connect one end of an Ethernet cable to the Ethernet port on your computer, and the other end to the LAN port on your power supply.
  3. Disconnect power to your power supply for at least 20 seconds.
  4. Reconnect power to your power supply and wait 2 minutes.
  5. Restart your device and test your Internet connection.

Check for LAN link

  1. Connect your device directly to the LAN port on your power supply using an Ethernet cable.
  2. Disconnect power to your power supply and wait at least 20 seconds.
  3. Reconnect power to your power supply and wait at least 2 minutes.
  4. Restart your computer, ensure that your Wi-Fi is turned off and your device is set to use an Ethernet connection. Also ensure that the link light on the Ethernet port of your device is lit.
  5. Check if the Ethernet cable that runs between your computer and the LAN port on the power supply is secure at both ends and does not appear damaged. 
  6. Contact us if you require further assistance. If your computer or device has a self-assigned IPv4 IP address, please let us know.

Check your antenna’s power supply status lights

  1. Locate your power supply (it will have a sticker with our contact information on it).
  2. Check the lights on your antenna’s power supply to identify possible issues.
  3. If the light is not lit, check that it is plugged into a working power outlet.
  4. If the light is blinking, it may indicate a short in the connection between the power supply and the antenna, please contact us for further support. 

Restart your antenna

  1. Disconnect the power cable to your power supply.
  2. If you use a router, disconnect the cable connecting your router.
  3. Wait 30 seconds and reconnect the power cable.
  4. Wait 2 minutes and reconnect the cable to your router.
  5. Restart your device and test your Internet connection.