Internet Support - No Connection

Is the problem throughout your network?

  • Check your over devices and see if they connect to the Internet
  • If its only 1 device having issues see below for Router issues troubleshooting

Rebooting your equipment

  • Locate your router and unplug the power from it (skinniest cable in the back) wait 5 seconds and plug back in.
  • Wait about 15 seconds for all the lights to come back on and check to see if you have a connection now.
  • If there is no connection - locate the power adapter that is providing power to the radio we installed outside.
  • Look on the back of the router and look at the cable that's plugged into your Internet port (It may also be called WAN or MODEM depending on router brand)
  • The cable will either be a short flat black cable or long cable to a small rectangle black box.
    It should look like: Example 1 (Older style) or Example 2 (Newer style)
  • Unplug the AC adapter / power cable - wait for light to go out and plug back in.
  • Some radios can take several minutes to restart - the Internet light on your router will be orange or red. It should change if the connection comes back. If it doesn't change give Surf Air Wireless a call - it may require a service call.
  • *Note: If the power supply does 'not' have a green light on it - try it in another outlet. If the light is still out the power supply  could be bad and will need to be replaced.

Everything Plugged In?

  • Look on the back of the router and look at the cable that's plugged into your Internet port (It may also be called WAN or MODEM depending on router brand)
  • The cable will either be a short flat black cable or long cable to a small rectangle black box.
  • It should look like: Example 1 (Older style) or Example 2 (Newer style)

Older style
- The short flat black cable should be plugged into the Internet (WAN/Mode) port in the back of the router
- On the end of the short cable there should be a network cable plugged in - if you trace that cable it should plug into a jack in the wall (its possible it could be going through the wall or floor then outside)
- This adapter also has its own power supply (AC adapter) it will either say Motorola or Phihong
- The AC adapter should have a green light on it

Newer style
- A network cable should be plugged into the Internet/WAN/Modem port on the back of the router.
- Trace where the cable is going and it should be plugged into a small rectangle black box that looks similar to a laptop charger. This cable should be plugged into the port that says Data.
- Another network cable should be plugged into the port that says Data/Power - f you trace that cable it should plug into a jack in the wall (its possible it could be going through the wall or floor then outside)
- Also make sure the power cable is securely plugged into the box
- Most of these type of adapters will have a green light on it also

Router issues

  • Selected routers such as Net gears have a wi-fi Enable/Disable button - depending on the model it can be on the front / back or bottom.
  • Make sure it is enabled on the router
  • Check and make sure wi-fi is enabled on your device
  • Make sure the device is connected to your network
  • If the lights are different that normal try power cycling (unplug/plug in router) and if they are still different its possible it could be an issue with the router.

Bypassing your network

  • Unplug the cable from the Internet (WAN/Modem) port on the back of the router and plug it directly into your computer (Note: if you computer is hardwired to the router - unplug the cable going to router from the back of your computer and plug the 'cable from the router in its place)
  • Wait about 10 seconds and check and see if you have a connection.