No internet - Compusurf Wireless Internet |+

18/09/2013
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No internet
Try this troubleshooter before submitting your ticket, 98% of No Service issues can be resolved by following the
steps laid out below. Most problems are simply an incorrectly connected or loose cable, occasionally a modem
simply needs a reboot because of some power issue in the house.
There are a number of different devices we use that do the same thing. We have included all devices in this
document Before you begin look through the document and find the devices you have. Only these sections are
relevant to you
1. Locate and check roof antenna power injector device (POE) TYPE A
The POE is normally located inside the property close to where the cable from the
roof antenna enters. It is connected to the house mains with a large black cable in
one end and has two Ethernet cables connected into the other end.
1. check the power is connected, a small power led on the device should be on
2. check the orientation of the two Ethernet cable's. The two sockets they fit into are
marked "POE" and "LAN". The cable from the roof antenna must be connected into
the socket marked "POE", the other cable must go to your first device in the house, if
you have a phone service with us it will be either a silver/blue linksys box or a dark
grey Speedtouch box. If you have only internet service it will go to either a WiFi router
or directly into a PC.
3. After making sure the two Ethernet cables are the correct way around, make sure
they are firmly in place by trying to push them further into the socket.
4. Follow the cable plugged into the socket marked "LAN" and in the same way make
sure it is firmly connected at the other end
5. Finally remove the large black power cord from the mains, wait for 10 secs and plug
it back in again, this is what we call rebooting or power cycling the Antenna.
After waiting a further 5 mins try to access the Internet again.
2. Locate and check roof antenna power injector device (POE) TYPE B
This POE is again located inside the property. It has two leads, one is a power
socket the other is an Ethernet plug, on the end is an Ethernet socket. This
type is usually connected directly into the first device with the Ethernet plug, ie:
Linksys modem, Speedtouch modem, WiFi router or direct into a PC. The cable
from the roof antenna plugs into the Ethernet socket. This type connects to the
mains via a small transformer ( PSU) that is plugged into the house mains ,
there will be a small low voltage power cable coming from the PSU and
connecting to the power socket lead on the POE.
1. check the PSU is plugged in.
2. Check all the cable's are connected correctly and make sure they are firmly
in place by trying to push them further into the sockets.
2. Finally remove the PSU from the mains, wait for 10 secs and plug it back in
again, this is what we call rebooting or power cycling the Antenna.
After waiting a further 5 mins try to access the Internet again.
The most common problem with this type of POE is the small power plug
coming out of its socket
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3. Locate and check roof antenna power injector device (POE)
TYPE C
The POE is located inside the property close to where the cable from the
roof antenna enters. this connects to the mains via a small transformer(
PSU) that is plugged into the house mains , there will be a small low voltage
power cable coming from the PSU and connecting into the small power
socket on the PSU. Opposite the Power socket the POE has two Ethernet
sockets.
1. check the power is connected, a small power led on the device should be
on
2. check the orientation of the two Ethernet cable's. The two sockets they fit
into are marked "Data" and "DATA + Power". The cable from the roof
antenna must be connected into the socket marked "Data + Power", the
other cable must go to your first device in the house, if you have a phone
service with us it will be either a silver/blue linksys box or a dark grey
Speedtouch box. If you have only internet service it will go to either a WiFi
router or directly into a PC.
3. After making sure the two Ethernet cables are the correct way around,
make sure they are firmly in place by trying to push them further into the
socket.
4. Follow the cable plugged into the socket marked "DATA" and in the same
way make sure it is firmly connected at the other end
5. Finally remove the PSU from the mains, wait for 10 secs and plug it back
in again, this is what we call rebooting or power cycling the Antenna.
After waiting a further 5 mins try to access the Internet again.
4. Locate and check roof antenna power injector device (POE)
TYPE D
The POE is located inside the property close to where the cable from the
roof antenna enters. this connects to the mains via a small transformer (
PSU) that is plugged into the house mains, there will be a small low voltage
power cable coming from the PSU and connecting into the small power
socket on the PSU, The POE also has two Ethernet sockets.
1. check the power is connected, a small power led on the device should be
on ( Not all POE's Of this type have a Power LED)
2. check the orientation of the two Ethernet cable's. The two sockets they
fit into are marked "POE" and "LAN". The cable from the roof antenna must
be connected into the socket marked "POE", the other cable, connected
into the socket marked "LAN" goes to your first device in the house, if you
have a phone service with us it will be either a silver/blue linksys box or a
dark grey Speedtouch box. If you only have internet service it will go to
either a WiFi router or directly into a PC.
3. After making sure the two Ethernet cables are the correct way around,
make sure they are firmly in place by trying to push them further into the
socket.
4. Follow the cable plugged into the socket marked "LAN" and in the same
way make sure it is firmly connected at the other end
5. Finally remove the PSU from the mains, wait for 10 secs and plug it back
in again, this is what we call rebooting or power cycling the Antenna.
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After waiting a further 5 mins try to access the Internet again.
5. Extra Steps For WiFi Users
1. Check your Router is powered up
2. Check the cable feeding the Internet into the router is firmly in place by trying to push it
further into the socket. The internet cable is the one that goes to either your Speedtouch
or Linksys ATA ( Analogue telephone Adapter) if you are a Duo Plan customer or your
Antenna POE if you are an Internet only Customer.
3. Reboot the Wifi Router, ( Unplug from mains wait 10 secs and plug it back in again)
4. Reboot PC
6. Test The WiFi Internet cable
Look at the front of the router so you can see the bank of LED's, While watching the lights, Remove the
Internet cable from the back and put it back in again. You should see a light go out and come on again as
you remove and replace the cable. If you do not see a light come on when you replace the cable, follow it
down, make sure it is connected in the correct device (See above) and make sure it firmly in place by trying
to push it further into the socket
If you still see no light on the router corresponding to this cable call support
7. Check PC Wireless settings
1. Check your device has WiFi enabled, sounds obvious but often devices can switch the WiFi off to save
power
2. Check your Device has connected to your WiFi and not someone else s.
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