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.
    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.
  4. 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.
  5. 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: are instructions on managing Wi-Fi on a Mac:
  6. 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 am still offline. What should I do next? Reboot Equipment.

 Reboot Equipment


  1. Reboot your equipment by unplugging the power cords for the router and Power Over Ethernet box from the electrical outlet/power strip.
  2. Wait approximately 3 to 5 minutes, then plug the power cord for the Power Over Ethernet box in firsts back into the electrical outlet/power strip.
  3. Plug in your Power Over Ethernet box first, and then your router into the electrical outlet/power strip.
  4. Allow about two minutes for the router to “sync” (i.e., reconnect) with the exterior equipment.
  5. After power is restored to both the radio and the router, test the Internet Service with a CAT5 Cable plugged into any open port on the router and plugged into the desktop or laptop computer CAT5 port.
  6. 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.
  7. Conduct a Speed test by going to the following Link –
  8. If the speed test fails or if the Internet Service is not working properly, please contact Technical Support at (719) 937-7700, extension 3 or
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?


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 your PIN. Your PIN was provided in the initial welcome email sent to the email address on file. Menu prompts will guide you through the setup process.
How do I check my voicemail?

Dial *62

  1. From the telephone, dial *62 and enter your PIN. Your PIN was provided in the initial welcome email sent to the email address on file. You can change your PIN at the main menu. If you have changed your PIN and do not know the current one, please contact us for it to be reset.
  2. You can also listen to your messages online at If you do not know your username or password for online access, please contact us for it to be reset at 719-937-7700 ext. 3.
Known issues with Roku TV

Colorado Central Telecom technical support has received several recent reports from customers using Roku TV. These clients all reported similar wireless network problems, namely poor connectivity and slow speeds.

We have isolated the issue to Roku’s Wi-Fi Direct setting. This setting allows Roku to overpower other wireless signals, thereby generating interference that hinders Wi-Fi connectivity in other devices and slows service.

To avoid the problem, Roku recommends using dual-band routers capable of emitting Wi-Fi via 2.4GHz or 5.8GHz frequencies, and connecting devices to the 5GHz network. However, most routers are not dual band and only transmit Wi-Fi on the 2.4GHz frequency.

Colorado Central Telecom technical support recommends adjusting the Roku settings to stop the device from overpowering other wireless signals. We have found this can significantly reduce interference-related problems with Roku TV. Here’s a step-by-step guide to changing the settings via Roku TV’s “secret menu.”

  1.   Using your Roku TV remote, use the following combination of button presses in order and relatively quickly:
  • Press the HOME button FIVE times
  • Press FAST FORWARD (not the right arrow)
  • Press the DOWN arrow
  • Press the REWIND (not the left arrow)
  • Press the DOWN arrow
  1.   This should bring up a purple screen labeled “Platform Secret Screen” in the top left.
  2.   Select “WiFi Secret Screen” from the list in the bottom right.
  3.   Then select “Interference” and set it to “0: None” in the menu that appears with Interference Mitigation at the top.

Alternately, customers that don’t use the Roku remote can just turn off Wi-Fi Direct altogether:

  1.   Go to Home
  2.   Settings
  3.   System
  4.   Advanced System Settings
  5.   Device Connect
  6.   Disable Device Connect

We have been able to identify the Roku as the source of connectivity problems by taking the following steps:

  1.   Unplug the Roku completely and reboot your Wi-Fi router. With the Roku off, does your connection improve?
  2.   With the Roku on, plug your laptop or PC directly into the router via an Ethernet cable. Does your connection improve?

Further inquiries about navigating the menus or changing settings should be directed to Roku Support at

If you’re still experiencing problems after following these steps, please call Colorado Central Telecom technical support at 719-937-7700 ext. 3 or email

Known issues with Apple routers

Apple routers have known issues on our network due to our IP schema. When used on the Colorado Central Telecom network, Apple routers will often give an error message that you’re double NATed and attempt to set the equipment up in bridge mode. Our tech support staff advise Apple router users to ignore the double NAT message and choose the router setup instead.

For technical assistance, please dial
719-937-7700 and press 3.

You may also use the form below, or email

We return all calls and emails as soon as possible.

Customer Care can be reached by dialing 719-937-7700 and pressing 1. Our team is available 9:00am to 5:00pm MST, Monday through Friday.

Buena Vista Office Address: 107 Cottonwood Avenue, Buena Vista, CO 81211
Mailing Address: P.O. Box 5295, Buena Vista CO 81211
Phone: 719-937-7700
Business Hours: 9:00 am–5:00 pm MST Monday through Friday