Check network status first
When a service incident is listed, leave your equipment connected and powered on while our team restores service.
View network statusWireless connection support
Fault checklist
Complete these quick checks before reporting a fault. They resolve most connection issues without changing any router settings.
Never press the reset button
A factory reset removes the configuration needed for your connection and may require support to restore it.
Work through in order
Three areas to check
Start indoors with the router and cables. Only inspect the outdoor equipment from a safe position at ground level.
01
Router and power
- Switch the router off at the wall, wait 30 seconds, then switch it back on.
- Allow several minutes for the router and outdoor radio to restart.
- Confirm that the router has lights and its power cable is firmly connected.
- Check that the PoE power supply is switched on and its white LED is illuminated.
Do not insert a pin or tool into any reset opening.
02
Cables and PoE injector
- Check every network cable for loose plugs, visible cuts, crushing or other damage.
- The cable arriving from outside must connect to the port marked PoE.
- The port marked LAN must connect to the blue/WAN port on your router.
- If needed, remove and firmly reconnect one cable at a time so the connections are not mixed up.
Outdoor dish→PoE→LAN→Router WAN
03
Outdoor dish
- From a safe location, check whether the dish or mounting bracket has visibly moved.
- Look for new obstructions such as growing trees, scaffolding or a new structure.
- At night, you may be able to see status lights on the outdoor equipment.
- Do not climb, loosen, rotate or attempt to realign the dish yourself.
Report visible storm damage, a loose bracket or a damaged external cable to support.