High Speed Internet Troubleshooting Guide

If your high speed Internet service is not working:

  • Try loading a few different web pages to see if the problem is specific to one website or all websites.
  • Try checking your email to see if you receive any error messages.

  • If web pages do not load and you cannot access your email account, and you have Windows 2000, Windows XP or Windows Vista, try the following steps:
  1. Click on Start
    Vista users click all programs - accessories - right click command prompt and run administrator, click continue to grant permission to run the process or enter the administrator password. Skip steps (2) two & (3) three, go to step (4) four.
  2. Click on Run
    Vista users skip this step, go to step (4) four.
  3. Type command; press enter.
    Vista users skip this step, go to step (4) four.
  4. This will bring you to a black screen.
    a.  Where the cursor is blinking type the following: "ipconfig/release" and then hit enter.
    b.  After network information appears, type the following:  "ipconfig/renew" and then hit enter.
    c.  After network information appears, type "exit" to close this screen.
  5. Try loading a web page.
  6. If you still cannot load web pages, try the following:

    To reboot the devices (if you have a modem):

    • Shutdown the computer(s).

    • Unplug or power off the high speed Internet modem, i fyou have one.
    • Unplug or power off the router (a router is normally attached if you have more than one computer connected to the high speed Internet service)
    • Wait about 5 minutes
    • Reboot the devices in this order – waiting about 2-3 minutes in between each device. High speed Internet modem first, then the router if you have one, and then your computer(s).

    (Note: You will usually have to do a reboot if you have experienced a power outage.)

If your high speed Internet service is still not working or if you have any questions, please call our office. Before you call, look at the lights on your high speed Internet modem and make a note of which ones are lit and whether they are red or green. If power light is not on – check electric connection, DSL light – connection from modem to our equipment, USB or Enet – connection from modem to computer. We will also need to know how the modem is connected to your computer – whether it is through a USB port or a Network Interface Card (NIC). Also, write down any error messages you may be receiving. Help Desk hours are available Monday – Friday 7 a.m. to 9 p.m. and Saturday from 8 a.m. to 4 p.m. (Excluding Holidays).

If you choose to move your computer(s) to a different location in your house or business wiring may need to be changed and charges will apply.

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