Troubleshooting 101

Sometimes, all it takes are some basic steps to address problems with your connection.

So before you call tech support, try your hand at some basic troubleshooting.

You just might find you’ve fixed it!

My internet isn’t working, what should I do first?

Verify Connection

  1. Make sure both your router and Power Over Ethernet box are plugged into a surge protector, and that all have power. Check that your surge protector is in good condition, and is turned on. You should see an indicator light on the side of the Power Over Ethernet box.
  2. Check the CAT5 cable that runs from your exterior dish to the Power Over Ethernet box inside your residence. Verify that the CAT5 cable is securely plugged into the Power Over Ethernet box POE/Gigabit Data+Power port. Do not plug the CAT5 cable into the Power Over Ethernet box LAN/Gigabit Data port.poe-cat5-01-01
  3. Next, check the Ethernet cable that runs from the Power Over Ethernet box to the router. Verify that one end of the Ethernet cable is securely connected to the router’s Internet port. Do not plug the Ethernet cable into your router’s LAN ports.
  4. router-ethernet-cable-01Verify that the other end of the Ethernet cable  is securely connected to the Power Over Ethernet box LAN/Gigabit Data port.
  5. If using a hard-wired connection from your router to computer, verify the Ethernet cable is securely plugged into one of your router’s LAN ports and your computer’s Ethernet port. Tip: Reseat the cable connection on each end to make sure the cable is making contact. Push the tab on the on the cable end to release it from the port. Plug the cable back in to reseat. You will hear a click when it has been plugged in all the way.
  6. If you are connecting via wireless, make sure you’re within range of your wireless router and that the wireless connection on your computer is enabled. Here are instructions on managing Wi-Fi in Windows: http://www.windowscentral.com/how-manage-wireless-network-connections-windows-1Here are instructions on managing Wi-Fi on a Mac: https://support.apple.com/en-us/HT201974
  7. Verify you are using the correct Wi-Fi password and joining your personal wireless network. Your device may attempt to connect to an outside connection, such as a neighboring Wi-Fi network.
I verified my connection, but am still offline. What should I do next?

Reboot Equipment

  1. Reboot your equipment by unplugging the power cords for the router and Power Over Ethernet box from the surge protector outlets.
  2. Wait approximately one minute, then plug the power cords back into the surge protector.
  3. Plug in your Power Over Ethernet box first, and then your router. Allow about two minutes for the router to “sync” (i.e., reconnect) with the exterior equipment.
  4. At this point, the reboot process is complete. Verify that you are connected to your personal Wi-Fi network and attempt to access the internet.
My connection keeps dropping. What steps should I take?

Check Wi-Fi, Devices and Power

  1. First, reboot your computer or device.
  2. Reboot radio and router. See steps listed above.
  3. If you’ve already verified cable connections and rebooted equipment, try re-entering your password. To do so, have your device “forget network,” and rejoin by selecting your Wi-Fi network name and re-entering your password.
  4. Check to see if other devices are losing connection, or if the problem is isolated to a single device. If only one device is being affected, the problem is with that device, not your internet connection. Consult with manufacturer support for that device or local repair shop.
  5. Sometimes a “UPS” (uninterrupted power supply) with a bad battery can cause intermittent connection drops. Uninterrupted power supplies may be found in off-grid power systems.
How can I troubleshoot a slow connection?

Restart

Leaving your computer powered on and allowing it to sleep when not in use can cause slow web browsing.
Restarting your computer can resolve this issue.

  1. Locate and click Restart (usually positioned near the computer’s Shutdown option).
  2. Once your computer has restarted, open an Internet browser. Test your Internet connection by going to at least two websites.
  3. The strength of your Wi-Fi connection lowers as you move further away from the router, resulting in slower speeds. Simply moving closer to the router can improve your Wi-Fi signal and speeds.
  4. Devices may be using bandwidth even though you do not see an application running on the computer. This can cause congestion and slow speeds. Background applications include Microsoft Updates, Office 365, OneDrive, iCloud, Google drive, and other cloud storage or backup software.
  5. Your Internet bandwidth could be at capacity. This will result in congestion and buffering. You may max out your allocated bandwidth while running Windows updates, streaming high-definition video or connecting several devices simultaneously.
How do I connect my devices (laptop, tablet, phone ) to Wi-Fi?

Review Connection

  1. Before calling tech support, please attempt to connect your device by following instructions in the owner’s manual. If you do not have the owner’s manual, a quick google search will often result in instructions for your device.
  2. Make sure you have entered the password correctly.
How do I set up my voicemail?

Dial *62

  1. From your telephone, dial *62 and enter the password. The password is usually the last four digits of your phone number. Menu prompts will guide you through the setup process.
How do I check my voicemail?

Dial *62

  1. Using your telephone, dial *62 and enter the password. The password is usually the last four digits of your phone number. You can change the password at the main menu.
  2. You can also listen to your messages online at https://phone.coloradocentraltelecom.com/portal/ If you do not know your username and password for online access, please contact technical support at 719-937-7700 ext. 3.

For immediate assistance, please call
719-937-7700 ext. 3.

You may also use the form below, or email support@coloradocentraltelecom.com.

We return all calls and emails as soon as possible.

Our customer service line at 719-937-7700 ext. 1 is staffed during regular business hours, 9-5, Monday through Friday.

Buena Vista Office Address: 107 Cottonwood Avenue, Buena Vista, CO 81211
Crestone Office Address: 116 South Alder, Crestone, CO 81131
Mailing Address: P.O. Box 868 Crestone, CO 81131
Phone: 719-937-7700
Business Hours: 9a–5p M-F

 

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