How To 's Connection Problems

Connection problems

This section is designed to guide and advise our clients through the possible causes and remedies of loss of connection. This is by no means meant as a substitute for our support staff, but is intended as a 3 step procedure for our customers to carry out themselves before contacting the support team.
Help... I have no Internet !

No.1
The very first thing to try when you find that you have no connection is cutting the electricity supply to your equipment up on the roof, then switching it back on again after some 20 - 30 seconds. In Spain you would have noticed by now that the general electricity supply is a little flaky in winter times. Even if the voltage just dropped for a few milliseconds it can have the effect of freezing the devices operating system and stopping communications with our network. Once re-started ( which takes around 2 min's ) the connection hopefully will be back to normal.

No.2
If solution No.1 did not cure the problem please re-start your computer. This is sometimes necessary because from the time that the device stopped communicating to the time that you re-powered it up, our servers may have reallocated the IP number that your computer had. Re-starting therefore will enable your computer to request a new number.

No.3
If steps 1 and 2 failed to re-establish your connection it may be that a cable has somehow been disturbed thus preventing communications. So please check all cables, both on the connections to the equipment on your rooftop and also any connections that go to your computer.

If the above 3 solutions do not help to re-establish your connection please call our support team on 952-595-081. They will endeavor to have you back on-line as soon as possible.