Technical Support Request

1. Please located your router (i.e. WiFi box with blinking lights), it may look like the image above.
2. Reboot your router by unplugging it for 60 seconds. Plug it back in and wait 2-3 minutes for it to become active.
3. Check connection by going to a browser and attempting to load a web page (e.g. Google).

IMPORTANT:
When checking the connection, please ensure your device is either wired or connected to your wireless network.

If this does not solve your issue, please proceed to the next step below.

Find your NWIC Power Supply (it should look similar to the photo below).

• 1. Check the Power

  

  Check to see if there is a Green/Blue light next to the 'ON' indicator (look closely, it may be faint). If this light is not on, please check the power outlet.

• 2. Check the Cables

  

  Check the other cables are plugged in securely. The cable coming from the antenna (normally black) should be plugged into 'OUT', the cable to your router should be 'IN'.

• 3. Reboot The Connection

  

  If the power light is 'ON' but service is not functional, please unplug the power for 2 minutes. After you've plugged it back in, please try testing again.

IMPORTANT:
When disconnecting power or cables, please wait 2-3 minutes for the connection to activate before testing.

If your internet is working, but you're not getting accurate speeds, please follow the steps below.

1. Reboot Your Router – As per Step 1 (above).
   It's not uncommon for your internal network to get overloaded if you have a lot of devices connected. Try rebooting your router, wait 2-3 minutes and try again.
2. Do A Speed Test – Follow the steps below to test your network speed.

• 1. Disconnect your Router's WAN network cable

  

  Locate the WAN Port on your Router (usually in yellow), and disconnect the network cable. Leave the cable plugged into your Power Supply (Rural Wireless) or Modem (Cable).

• 2. Plug the network cable directly into your computer

  

  Take the cable that was going to your router's WAN port and plug it into your computer. If you do not have this plug in your computer, you may need to purchase an adaptor or try a different computer.

• 3. Open Fast.com and a SpeedTest will start automatically

  

  Please make note of the speed. You can also click 'Show More Info' to see additional information. Please provide us with all this information if you need to contact us for additional support.

NOTE:
If you continue to have issues with speeds while connected to your home Wifi network, you may need to consider upgrading to a more robust wireless router.

Yikes! We've been there too...

More often than not, a router reboot will do the trick (See Step 1).

You've got this!

Try the steps listed above. If it's still not working, please use the button below to submit a support ticket.