Technical Support & Troubleshooting
Like a flat tire or when your waitress asks how your food is - everything always happens when you are least prepared! We want you to always have help when you need it.
Our technical support is excellent, but sometimes you just don't have time to call, or email! So here's a quick troubleshooting guide you can follow until you have a chance to chat with us.
If this fixes your problem, there is no need to contact us - but if you're still stuck we'd be more than happy to help via our Contact page or via phone at 1-888-998-0769.
A fairly common question we get is how to hook up your phone box (ATA) for phone services. This will help you plug in your equipment. The phone box needs 3 cords plugged in:
The power cable (the small black circular plug in)
A phone cord to connect to your homephone unit
An ethernet (typically yellow) cable to plug into your internet modem.
Once all three are connected, and tightly attached you should be able to use the phone within about 5 minutes.
General Troubleshooting Tips
Check the connection from your radio to the POE.
The POE is the device installed between the outside dish, and your modem. It is usually found where the radio cable is installed into the house and looks like a small block with wires connected to it.
There are two styles of POE devices used. The following descriptions are intended to be used to identify which type you have installed.
TYPE 1: This POE is plugged directly into the outlet. There are two ports on the device labeled POE and LAN, as well as a Power light. This light will be on if the device is functioning properly. If it is off. Call into tech support.
TYPE 2: This POE is connected to the power outlet via a power cord. The unit also has a U symbol printed on the top of the device. Like type one it has a power light that will be on when the device is functioning.
For both types, unplug the power from the device, wait 30 seconds - 1 minute and plug it back in. Allow at least 5 minutes for it to reboot.