Trouble Shooting Fiber Internet (WTCI area):

1. Verify the router, if applicable, and device you are connecting with are on.

2. Verify all the cables are connected well.

3. Try a different website to ensure it’s not a problem with the site you are trying to view.

4. If you have a wireless router and connect with multiple devices, try connecting with a different device.  If a different device will connect then it’s an issue with the device you were using.  Try power cycling the device to get it to connect.

5. If you have a wireless router, power cycle it by unplugging it from the power and plugging it back in.

6. If service is still not restored, power cycle Wabash’s ONT.  The ONT is black and has a big purple C in the upper right corner.  Upon doing so, if you have WIN’s TV service, it will go out as well.

7. If the ONT appears to be working from the lights on it, and you have a Desktop computer or Laptop that can be plugged directly into the ONT, then bypass the wireless router by unplugging the line from the wireless router that goes to the ONT and plugging it directly into your computer.  If you have a line coming from a wall jack that goes to the wireless router, plug that line directly into your device. If you have no connection directly out of the ONT or wall jack then please call for assistance.

ONT

Trouble Shooting Copper Internet (WTCI area):

1. Verify the router and device you are connecting with are on.

2. Verify all the cables are connected well.

3. Try a different website to ensure it’s not a problem with the site you are trying to view.

4. If you have a wireless router and connect with multiple devices, try connecting with a different device.  If a different device will connect then it’s an issue with the device you were using.  Try power cycling the device to get it to connect.

5. If you have a wireless router, power cycle it by unplugging it from the power outlet and plugging it back in.

6. If you have TV service with Wabash also, go to # 8.  If not, and service is still not restored, power cycle WIN’s router by unplugging it from the power outlet and plugging it back in.  WIN’s router will have a sticker on it stating “property of WIN” and be a silver or blue Netopia or a black BEC.

7. If WIN’s router appears to be working from the lights on it, and you have a Desktop computer or Laptop that can be plugged directly into WIN’s router, then bypass the wireless router by unplugging the line from the wireless router that goes to WIN’s router and plugging it directly into your computer.  If you have no connection directly out of WIN’s router then please call for assistance.

8. If you have EnCommand TV service with Wabash you will have a Zyxel router instead of a Netopia or BEC.   The Zyxel router is black and states Zyxel in the upper rear.  Power cycle WIN’s Zyxel by unplugging it from the power outlet and plugging it back in.  Upon doing so the TV service will go out as well.

9. If WIN’s Zyxel router appears to be working from the lights on it, and you have a Desktop computer or Laptop that can be plugged directly into WIN’s Zyxel, then bypass the wireless router by unplugging the line from the wireless router that goes to WIN’s Zyxel and plugging it directly into your computer.  The line for your wireless router my come from a wall jack, if so plug your device directly into the line.  If you have no connection directly from the Zyxel or the line coming from the wall jack, then please call for assistance.

Zyxel

Trouble Shooting Modem (Flora/Noble area):

1. Verify the modem and device you are connecting with are on.

2. Verify all the cables are connected well.

3. If you have WIN’s Motorola modem with a standby button on the top, be sure it wasn’t pressed.  If the modem is in standby mode the bottom standby light will be amber.

4. Try a different website to ensure it’s not a problem with the site you are trying to view.

5. If you have a wireless router and connect with multiple devices, try connecting with a different device.  If a different device will connect then it’s an issue with the device you were using.  Try power cycling the device to get it to connect.

6. If you have a wireless router, power cycle it by unplugging it from the power and plugging it back in.

7. If service is still not restored, power cycle WIN’s modem by unplugging it from the power and plugging it back in.  WIN’s modem will have a sticker on it stating “property of WIN” and be a black Motorola  Surfboard or silver D-Link.

8. If WIN’s modem appears to be working from the lights on it, and you have a Desktop computer or Laptop that can be plugged directly into WIN’s modem, then bypass the wireless router by unplugging the line from the wireless router that goes to WIN’s modem and plugging it directly into your computer.  If you have no connection directly out of WIN’s modem then please call for assistance.

 

 

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