Troubleshooting Tips

    • You get errors in your browser that you don’t have an internet connection.  Here are some things you can check before contacting support:
      1. CHECK POWER LIGHTS – First make sure the power injector and modem/router are connected and powered on.  If power lights are not on check your power connection, including power bars and breakers.  Try plugging another device into the same power connection to see if power is available.  If power is on and there are still no power lights on the modem/router or power injector, then your device might need to be replaced.  If the device is a Crossover Networks modem/router then call or email support.
      2. CHECK CONNECTIVITY LIGHTS – If connectivity lights are off then reboot your modem/router.  If connectivity is still off after rebooting then contact support.
    • Web pages are taking an unusually long time to load or there are issues with streaming services:
      1. CHECK USERS AND DEVICES ON YOUR NETWORK – Make sure that other users on your home network are not in the process of downloading or streaming content on your internet signal.  A good way to test this is to shut down every device in your home and try starting each one individually.  Remember to shut them down completely.  Just because a device (like a laptop) is not currently surfing the web, doesn’t mean that software or your operating system (Windows or Mac) are not downloading something in the background.  Windows and software updates can sometimes be happening without you being aware of it.
      2. REBOOT YOUR MODEM AND/OR ROUTER – Your modem or router could be having issues that a quick reset can sometimes fix.  Power each one down (hold the power button or pull the power connection) and let them sit for 10 seconds, then power back up.