Internet Support

Troubleshooting Tips*

Typically the loss of internet connection can be attributed to the loss of connection to one of the network devices on your home network. So you first want to verify that everything is connected and has power.

Your Network should be similar to the following layout:

1.

You will have a cable coming from the wall plate and plugged into a power adapter (also called a PoE). Make sure that the LED on the PoE is on indicating power. If not make sure the power cable is connected to the PoE. Pay close attention to the PoE, there are two Ethernet ports: one that provides power and has a cable leading to equipment on your roof (this port should only be plugged into the equipment on the roof and never plugged into network devices), and one that connects to your local network.

New Equipment- some customers may have a different PoE based on the type of equipment used for installation. This PoE will have a small 3” black cable coming from the wall, into a small black box about 1” by 1”. There is a single port on this small box. From the single port, there should be a cable connected to your local network.

2.

There will be another cable coming from the PoE that goes to your VoIP adapter’s WAN or Internet port (if you have NextLink phone service). Make sure the VoIP adapter has lights showing power.

3.

If you have a VoIP adapter, you will have a cable coming from the LAN port on the VoIP adapter going to the WAN or Internet port on your router. If you do not have a VoIP adapter the cable coming from the PoE will go the router’s WAN or Internet port.

4.

If you have a VoIP adapter and not a router, there will be a cable coming from the LAN port on the VoIP adapter going to your computer. If you have a router, a cable will be coming from one of the LAN ports (normally labeled 1 through 4) of the router going to your computer. Verify that the router has power by looking at the lights. If you do not have a router or a VoIP adapter, the cable coming from the PoE will be going to your computer.

5.

If after verifying everything is connected and powered on and you still have no internet, you will need to power cycle all devices starting with the PoE and working your way to the computer. Power down each device by unplugging the power, waiting 10 seconds, and then plug the power back in going in the same order. Wait 1 minute for the device to fully boot and move to the next device. After all devices have been power cycled restart your computer.

6.

If you are still having connectivity issues, try bypassing all devices and plug the cable from the PoE into your computer. Keep in mind, if you have replaced or are buying a new router or other device  directly connected, those devices must be authorized by NextLink at the time you connect the new device into the PoE. If this allows you to access the internet, one of the devices is faulty and needs to be replaced. If you are not able to access the internet at this time the problem is more severe and you will need to call our support team to further assist you.

Speed Test Tips*

*NextLink does not guarantee 100% home coverage to wireless devices.  NextLink will validate connectivity and speed performance into the router and will troubleshoot devices directly connected to the router due to signals to wireless devices and or speed tests from wireless devices will vary.

A valid speed test can only be derived by connecting your device (Lap Top or PC) directly to your router.

Speed tests from any wireless device or over a wireless connection is only as good as the wireless signal within your residence/office. Wireless routers, access points and extender’s signals can degrade throughout the structure of the home or office.

If you are experiencing slow speeds, do not test from a smartphone, tablet, gaming system (Xbox, Xbox 360) or any device connecting over your home/office wireless network. Speed tests from gaming systems that are legacy releases and are no longer supported by the manufacturer will not provide a valid speed test.

During peak hours 8PM-11PM you may receive speeds 5-20% less than your plan speeds. If you are receiving less than 80% of plan speeds connected directly to the router, please send an email to support@team.nxlink.com with a description of your device and the type of connection tested and we will work with you to troubleshoot.


Basic Maintenance

There are some common maintenance steps customers should be aware of that will help improve your computer performance. If you are experiencing slow speeds, or your web pages are taking a long time to load, please follow these basic maintenance steps:

1.

Reboot your computer.

2.

Delete your browsing history, cache and cookies on your internet browser.

1419205536_chrome-64Google Chrome- select the three horizontal bars in the top right corner of your browser. Select the option for history from the drop down menu. Click on the Clear Browsing History button on the top left of the screen. Another box will open for you to select what you would like to delete. Make your selections and click on Clear Browsing Data at the bottom right of the screen.

1419205593_internet-explorer-64Internet Explorer- select the gear icon in the top right corner of your browser. Select Internet Options from the drop down menu. On the General Tab, 4 sections down, you will see Browsing History. Select the Delete button in this section. Another box will open for you to select what you would like to delete. Make your selections and click on the Delete button at the bottom right of the screen.

3.

Update your computer frequently. Most Windows operating systems have an automatic update setting. This will help keep your computer up to date with the latest software and keep your computer running smoothly. Be sure to check in the lower right hand corner of your screen for any alerts from windows, in case Windows needs your input during an installation.

4.

Verify your virus protection is installed and up to date.