Troubleshooting Guide

Troubleshooting Guide

There is an on/off switch located on the back of most routers.  Count to 10 and either turn it back on or plug it back in.  Wait 2-3 minutes before trying your connection again to give the router time to fully boot up.

Make sure “WAN” light is on.  Each router is a little different.  Most have “WAN” labeled on the front or is indicated with the symbol pictured below.

Restart the subscriber module that is located outside.  To do this, depending on the router, follow the cable coming out of the WAN port to a power injector/power brick (pictured below).  Unplug the power brick from your electrical outlet for 5 seconds and plug it back in.  DO NOT unplug the cables going into the power brick, if these are swapped it may damage your router beyond repair.

If you have a R201P router or a Mimosa G2, this may be powering the subscriber module and you may not have a power brick.  If that is the case, when you reboot the router, it will also reboot the subscriber module at the same time. Some of you have also had the POE port go out on your R201P routers and have a power brick instead.  If you have had power issues corrected in the past, look for the power brick.  See below for the different router options.

It is our mission to ensure quality and customer satisfaction. If you are experiencing issues after completing troubleshooting procedures, please submit a ticket via the  Customer Portal or call our Support Team at 972-429-9306 and choose option 2 when prompted.