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Troubleshoot the Problem

If you are on the Support page something isn’t working right. Let's figure out what and fix it fast! First, here are a few simple things you can do yourself:

Routers are computers too. All computers need kick in the shorts now and then. It can fix a host of problems.
To perform a power cycle on your router, unplug the power from the back of the router. It’s usually a black cable that pulls out without pushing down a tab. Leave it out for 20 seconds. If you have any WiFi repeaters or extenders do the same to those devices while doing the main router. After plugging it in, remember it’s a computer. Give it a full 2 minutes to boot up. Below is a handy video produced by a company that operates in a manner similar to OAW.


Ok, now that we got that out of the way, if you are still having issues:

Make sure there are lights illuminated on the router. If none are lit find the issue. Check to see if the internet is working on another device in your home. Check and reseat your cable connections. Pay special attention to the cable between the router and the device delivering power to the equipment outside, known as the POE injector. While you are checking the POE injector, make sure the black cable that goes outside is firmly in the jack labeled “POE”. If you still do not have internet service, then please contact us for help.
If the internet is still slow after power cycling your router, check all your devices including smart phones, tablets, all streaming devices and computers. Is the internet slow on all your devices? Is there video playing on these any of these devices, even on non-active windows or applications? Close unwatched applications playing video. Do you have a Windows device downloading an update? Are the slow devices on WiFi and far away from the wireless router? If the problem is isolated to one device, then check for issues like malware, viruses or weak WiFi signal. If your internet service is still slow go to “Test Your Internet Speed”
Streaming is the most demanding thing you can do with your internet connection. There are many things that can cause no streaming or frequent pauses (buffering) in the video stream. Poor WiFi signal, a streaming device that is acting improperly or the wrong subscription speed for the amount of devices simultaneously using the internet connection (calculate your bandwidth requirements). First, have you followed the Router power cycle directions? Second, unplug the power to all streaming devices including smart TVs, FireSticks Rokus for at least 30 seconds. Turning them off is not good enough. Third, reboot Tablets, Smart Phones, Laptops and Desktop computers. Try streaming again. Does your streaming device have an ethernet jack on it? Try connecting it to the router over a Cat5 ethernet cable. Try streaming again. If you still have a streaming issue please contact us for further assistance.
The most obvious problem with Wi-Fi speeds slowing down is being too far from the router. The further you are from the router, the more unreliable the connection and its throughput will become. To fix this, just get a little closer. If the router is located in a different room, try going into the room where the router is located and see if that fixes the issue. A less obvious issue is the router placement. Routers need to be out in the open. Placing them inside cabinets of any type, including those with glass doors, impede the propagation of the WiFi signal. Any hard surface like ceramic tile, mirrors, glass, appliances and air ducts will also impede your WiFi. Our technicians attempt to avoid these situations during the installation.
While we do not guarantee speeds, however we do take network performance seriously. We strive to deliver service levels consistent with packages purchase by our client. To this end we believe if a client performs a proper speed test they should be able to get 3 out of 5 test results at the level of their subscription. Keep in mind that speed tests can only measure the speed available to the device you are using at that specific moment and does not take into consideration any and all other bandwidth that is being used on your connection by other devices. For accurate results be on a wired device or stand near your router and be sure that everything that can possibly use an internet connection in your house or business is turned off and the Speedtest tab is the only open browser tab on your computer. Speedtest Your Connection.
Here are some tools to help those who are technically inclined and would like to “do it yourself”

Malwarebytes - Best tool for removing unwanted malicious programs from your computer. It has a free and paid version, just pay attention to the options when you install it.

ESET Free Virus Scanner – Not all antivirus scanners are the same. We have found that ESET is one of the best for a few reasons. First, they frequently update the virus profiles, Second, it is very efficient and thorough and third, it can actually fix an issue rather than just mask it.

CCleaner – Just like junk accumulates around the house, so does junk in the computer. This tool provides a fairly simple and straight forward interface to allow you to dump stuff that can slow down the computer’s performance on the internet.

Bandwidth Need Calculator – We looked high and low for a bandwidth calculator that does not over estimate the need in hopes to up sell. This one by AT&T is pretty good I think it’s about 15% high but it does help in understanding what activities use the most internet. It also points out the huge bandwidth difference between full 1080 hi-def and 720 hi-def. What is to most people an almost imperceptible quality difference, can save real money your monthly bill and reduce frustration.

Gigabytes of Usage Calculator – While we do not charge for usage beyond your plan’s allotment, we can ask you to curtail or move you up to a plan more reflective of your normal gigabyte usage. If we determine your usage patterns are beyond your plan’s allotment and you are impacting others on your tower we can chose to enforce a plan upgrade. This link will help you estimate your monthly usage.


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