IN: 219-567-2300 TX: 972-775-8888 info@fastlanenet.com

SUPPORT

Customer Support

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To help assist you with support, the following is a list of common issues that are easily resolved by following these simple troubleshooting tips: I have no connection to the Internet. The loss of your internet connection may happen for several reasons but usually means that one or more of the devices on your home network has lost connectivity, or may need to be power cycled.

Check the following:

  1. Make sure the power adapter (also called Power over Ethernet Cable or Pigtail ) for the roof antenna is plugged in and working. (This AC power supply typically has a green-white or blue LED on it.)
  2. Make sure the physical network cables are connected to the wall plug, the computer and to any other network devices. (Router, or VoIP Adapter if you have our phone service as well.)
  3. Make sure all network devices are plugged in and have power.

If this does not solve the issue do the following:

  1. Power cycle the roof antenna or “radio”, by unplugging the power adapter. Wait a minimum of 90 seconds and plug the device back in. NOTE: If the power adapter is plugged into a power strip, power cycle the power adapter itself not the power strip.
  2. If you have a router, wireless router or other network devices, then power cycle the device(s) by unplugging the power. Wait a minimum of 90 seconds and plug the device back in. NOTE: If the router or other network device is plugged into a power strip, power cycle the router/device itself, not the power strip.
  3. Make sure the Internet and network settings for your computer are correct and reboot your computer. If you are connecting wirelessly to a laptop, make sure the wireless feature is turned on, and you are in the range of your wireless router.

If none of the steps above work to restore your Internet connection, please contact Technical Support @ IN: 219-567-2300TX: 972-775-8888 OR fill out the form below.

Final note: 

The customer has a router that has to be rebooted often. This is a sign of usually 1 of 3 issues. Either the router is failing due to age or heat. Then you can resolve this by making sure that the router is not near another heat source like the family satellite dish. The age of the router can be resolved by replacing the router and finally the router its self might have a firmware issue – this can be resolved by logging to the router and downloading the firmware from the website that is branded on your router.

Reasons someone has an issue

Customer’s router:

Simply unplugging the router and plugging it back in resolves 90% of all our calls.

The customer turned off power to the modem:

A child or animal might step on the power switch and turns it off or knocks the plug out of the socket, or knocks the cable from the black POE device its self.

The modem outside has got an obstruction:

A tree or sometimes a new home is built and get in the way of the signal.

The customer got a new roof:

The roofer removes our equipment and puts it on upside down (and water gets into the radio) or fails to install it the same direction and service is poor.

The customer failed to pay their bill:

The system is automated, if you fail to pay your bill it will shut you down. A temporary grace period is available if you contact us.

Fill up the form below if you have a problem

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