What to do if your Internet connection is running slow or not working?

We first recommend power cycling the equipment including routers and the modem. We’ll assume that your Internet was working at an earlier point. If you are setting it up for the first time, the steps listed below were not designed with that purpose in mind. You need to contact us at 907-789-0048.

1. Power cycling the Wireless Router:

The wireless router can be power cycled by unplugging the power cable from the back of the device for around 10 seconds. The power cable is normally a small round black cable. On POE models, the power cable is the farthest Ethernet cable on the left. Once unplugged and plugged back in, it usually takes a few minutes for the router to “set up.” Once set up, your WIFI should be restored and allow you to sign back in. You will automatically sign back in if you have chosen the ‘Automatically Sign In’ option when first connecting to your WIFI.

Power cycling the Modem:
The modem can be found via the POE. This is what the POE looks like.

This is what the POE looks like

The POE is short for Power Over Ethernet which allows us to use the same cable as a power cable and data transfer to bring internet from the dish located outside to the wireless router inside. Unplug the power to the POE for 10 seconds or until the light on the POE is out. Plug back in and allow 2 minutes for the modem to power up and re-establish connection to the tower.

Check to Make sure there is a light on the POE.

If there is no light on the POE, the POE may be blown, and need replaced. If there is no light, please contact Tech Support on replacing the POE box.

Are all the Cables Plugged in?

Sometimes cables can come unplugged due to pets, crawling/foot traffic, accidents, etc. If cables are unplugged, please plug them back into their designated spots. The cable that goes outside the dish needs to plug into the port labeled POE or Power. The Router will plug into the port labeled LAN, Internet or To Computer.

Cables are plugged in but the Light is Flashing.

If the POE light is flashing, this could indicate some form of water damage or short to the POE or Modem outside. Please consult Tech Support to schedule a repair.

2. Bypassing the Router

Bypassing the wireless is easy.

First start by removing the cable that is plugged into the WAN or Internet port on the back of the router. It looks slightly larger than a telephone cable. Take the cable that you recently unplugged and plug it into the Ethernet port on the back of your PC or the side of your laptop. You might want to unplug the power to the wireless router, it could confuse the computer since it’s still connected wirelessly. After a minute or so, your computer should automatically detect it has a LAN internet connection. If you can get onto the internet bypassed from the wireless router, your problem could be the wireless router.

In any case, if you are unable to get online, please call our tech support at 907-789-0048 or email us at support@thesnowcloud.com  with a time you noticed your internet down, we can troubleshoot our end or get you scheduled for a technician.

If you suspect that the cables are damaged or have been removed and unsure how to reinstall, contact us at 907-789-0048.

3. Check the Wi-Fi Name and Password

Check the network name (otherwise known as SSID) and password of the network connection. If you’re used to connecting automatically when in range of a router but are no longer able to, changes may have been made to the network while you’re away.

Screenshot of how to check your wifi name and password

It could be as simple as updating the password or the SSID could have been changed to a different one.

4. Check your Billing

Your account may be delinquent log onto your Customer Portal or call us at (907)789-0048.

If the issue is not resolved after looking at the areas mentioned above, contact us at 907-789-0048.