Troubleshooting

DSL Troubleshooting

No Connection

Verify if connection is working on any device. Test the Internet connection on multiple devices if possible. If the connection is working on another device – restart the computer / tablet / phone having troubles – reconnect to the modem – and test again or troubleshoot that device specifically. If the connection is not working on any device – proceed to the next troubleshooting steps.
Restart your DSL Modem. Power cycle your DSL modem by unplugging the power cable to the modem for 30 seconds and power the modem back on.
Verify the telephone line setup. Specifically if you note that the "DSL" light of your DSL modem is blinking or not lit at all – verify your telephone line setup. Be sure the telephone line connects directly from a standard telephone wall jack to your DSL modem. If your telephone line runs through a surge protector – bypass the surge protector and connect the phone line directly to the modem and power cycle the modem.

"Slow" Connection

The perception of a slow internet connection may have many possible causes. Try these suggestions:

Test other devices to confirm if the slow internet issue exists on other devices (computer / tablet / phone). If not – restart or troubleshooting the device experiencing the trouble. If the issue exists on all devices continue troubleshooting below.
Restart your DSL modem and router if you have one. Power the modem / router off for 30 seconds and power back on.
Consider ethernet / hardwired connections. WiFi is convenient and useful, but will not always be fast. You would always be better off hardwiring / cabling a connection from devices to your modem / router when possible. Devices such as TVs, gaming consoles, laptop or desktop computers will perform better hardwired in most instances.
Check for high-usage devices. If your computer is downloading a large file, streaming Netflix or a YouTube video, it may have an effect on the speed of other applications or devices. Similarly, if other devices in the home are streaming video such as Netflix, or performing online gaming etc. you may see a degradation of speed to other devices in the home. The more bandwidth that is in use by other devices or programs, the less bandwidth that will be available elsewhere. Many times other devices connected to your modem / router may be using the Internet connection even without your knowledge. For example: Apple products such as IPADs or Iphones use the ICLOUD service by default which backs up pictures, videos, contacts regularly. Also Windows or Android backup services such as Google Drive, or Dropbox can have similar effects and slow down your connection. DISH Network or DirecTV receivers connected to your modem / WiFi can also download On-Demand or PPV information regularly in the background. Consider managing these types of backup services to only run when you are not using your connection, or disable them altogether. Also consider disconnecting DISH Network or DirecTV receivers from your Internet as these do not need to be connected to our modem or router to function.
Check your web-browser (Internet Explorer, Google Chrome, Mozilla Firefox etc). It may be that your Internet connection is fine, but your web-browser is experiencing troubles, or loaded with Add-ons, Extensions, or Plugins that are slowing down the response time. It may be a good practice to have alternate web-browsers to test. If you customarily use Internet Explorer – try Mozilla Firefox or Google Chrome. These alternate browsers are oftentimes less susceptible to troublesome Add-ons and extensions. You will also want to disable or remove Add-ons, plugins, or extensions periodically within your browser to keep it running smooth.
Test your connection speed. Turn off any other computers or devices that may potentially be using the Internet connection – including smart-phones and tablets – and then test your Internet speed. There are online speedtest sites such as www.speedtest.net that can give a fairly accurate report of your connection speed. Keep in mind these testing sites are off-site, so if you are able to test to these remote locations and receive 70% of your advertised speed, or higher – that is a good result.

FAQ

Q: How can I configure my email for your service?

A:

Our "Email Configuration" page provides the necessary information for configuring any email program or application for our service. There is also information provided for configuring email on mobile devices such as tablets and smart phones. If you need further assistance, our Support Desk is available to assist.

Q: My Internet Connection seems slow – what can I check?

A:

There are many possible factors that can result in poor internet speeds when web-browsing, video buffering etc. Here are a few common causes and tips:

Verify whether the same issues occur on other devices. Test with a different computer, or device. If the issue only occurs with one PC or device, then the problem is not with your internet connection, router / modem.
Reboot, reboot, reboot. Restarting your computer, router and modem if you have them can oftentimes result in improvements in the connection.
If you're using Wi-Fi, you might find that your router and internet are fine, but your wireless signal is weak or experiencing interference, causing a slowdown. In that case, you may need to reposition, tweak, and boost your router. There are many online tips available for tweaking the wireless channel or signal within your wireless router.
Look for bandwidth hogging applications, or devices. If your computer is downloading a large file, streaming Netflix or a YouTube video, it may have an effect on the speed of other applications or devices. Similarly, if other devices in the home are streaming video such as Netflix, or performing online gaming etc. you may see a degradation of speed to other devices in the home. The more bandwidth that is in use by other devices or programs, the less bandwidth that will be available elsewhere. "Cloud" backup services such as Apple ICLOUD, or Dropbox may also be running in the background, backing up your pictures and videos etc. to an off-site backup to the web. This can transfer very large amounts of data and oftentimes without you even being aware. Look to turn off those services, or only run them when the Internet will not otherwise be in use.
Check your web-browser (Internet Explorer, Google Chrome, Mozilla Firefox etc). It may be that your Internet connection is fine, but your web-browser is experiencing troubles, or loaded with Add-ons, Extensions, or Plugins that are slowing down the response time. It may be a good practice to have alternate web-browsers to test. If you customarily use Internet Explorer – try Mozilla Firefox or Google Chrome. These alternate browsers are oftentimes less susceptible to troublesome Add-ons and extensions. You will also want to disable or remove Add-ons, plugins, or extensions periodically within your browser to keep it running smooth.
Test your connection speed. Turn off any other computers or devices that may potentially be using the Internet connection – including smart-phones and tablets – and then test your Internet speed. There are online speedtest sites that can give a fairly accurate report of your connection speed. Keep in mind these testing sites are off-site, so if you are able to test to these remote locations and receive 70% of your advertised speed, or higher – that is a good result. Compare those results with the rate plan you are paying for.

Popular online speedtest sites:
http://www.speedtest.net/
http://www.speakeasy.net/speedtest/

Q: How can I protect my computer from viruses or spyware?

There are options for good, free Antivirus and Anti-spyware (Malware) applications available for download on the web. AVG Antivirus or Avast Antivirus are highly reviewed Antivirus solutions. In addition to Antivirus, you may wish to run periodic scans on your PC with an anti-malware program such as Malwarebytes. Be careful to download any of these applications only from the manufacturer's website directly – or a reputable download location to ensure you are installing the correct program.

You will typically find Eset NOD32, AVG, and Malwarebytes or other current highly-regarded solutions.

It is also good practice to check your Windows Updates to ensure that any critical updates or patches are being installed.