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Got wireless?

If you have a personal router and are connecting it to our network, wait! Please visit the appropriate section for a "how-to" first! Incorrectly configured or connected routers are one of the top reasons your connection gets suspended.

Going somewhere?

When going on break, please take a minute to look over the "best practices" of what to do when leaving on break .

Need help?

It's always a good idea to have this checklist handy. Over 90% of the calls we get from folks who can't access the internet are "self solved" here.
Home arrow Support arrow Frequently Asked Questions arrow What steps should I follow if I can't connect?
What steps should I follow if I can't connect? PDF Print E-mail
Written by Wahoo Prime   
Friday, 16 February 2007
Before contacting our helpdesk, please follow these steps to help reduce unneccessary calls to our support staff and reduce the delay for your restoration of service.

  • If you are using a personal router, please reboot it. Make sure the WAN or Internet light is on when you plug your router's Ethernet cord from the wall to the router.
  • If you are plugged into a personal router and are getting "Limited or No Internet Connectivity" messages, the problem is within your router.
  • You must be using an Ethernet cord from your PC Ethernet connector to the wall outlet.
  • Your PC must be set up for DHCP and have TCP/IP and the proper network driver installed and running.
  • If your PC is giving you an indication the network cable is unplugged, make sure you are plugged into a working bedroom outlet. Only one outlet in each bedroom is activated. If this still does not resolve the problem, make sure you have a working cable (try using another known working cable).
  • If you are getting a "Limited or no Internet Connectivity" message when plugging directly into the wall Ethernet outlet, try unplugging one end of the network cable (it doesn't matter which end) for 30 seconds before plugging it back in.
 
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