Troubleshooting

Use these basic troubleshooting steps to help get your Internet working properly.

Intermittent Or No Connection

Step 1 - Check Connection

Ensure that the telephone cord is securely connected into the DSL jack on the back of your modem, as well as connected to the wall jack or filter. If there is a filter installed, ensure that the telephone cord is properly installed into the correct port on the filter. Newer filters will have a dual output, one of which is for DSL, with the other port being used for a telephone.

If you are fiber customer, you will not need to use a telephone line. Instead, you will need to use either the yellow Ethernet cable that came with your modem/router, or an Ethernet cable. Ethernet is a different form of transport, therefore a telephone line is not needed at all.

Step 2 - Check Lights

Check the front of the modem/router for the LED light indicators. The power, DSL, and Internet indicators should all be green. It is normal for them to flash or flicker - this is an indication of traffic being passed through those interfaces. If there are any red LEDs, this is an indication of a problem, and you should call our Support Center.

Step 3 - Power Cycle

Power Cycle the device by unplugging the power cord from the wall, or removing the power cord from the back of your modem/router for 15 seconds. This will perform a full power cycle, whereas simply pushing the power button will not always let the device clear the memory inside of the modem/router.

On the back of all of our modem/routers, there is a reset button that would need to be held down with a pin or paper clip. Do not hold this button down unless asked to do so by a STRATA representative. This will default the device back to factory settings, and it will need to be reprogrammed.

Step 4 - Contact Us

Contact Us – If you are still experiencing issues, give us a call at (435) 622-5151

Slow Browsing

Step 1 - Test Speeds

Open a web browser and go to a well-known speed test site, like speedtest.stratanetworks.com or www.speedtest.net,and determine what speeds you are currently getting. You will want to run this test with a hard wired Ethernet connection unless it is not possible with your equipment. Wireless speed tests can provide a variance of results, and do not truly determine what speeds you are getting due to so many outside factors involved. The only true way to get fully accurate results of speeds being delivered to your connection is through an Ethernet connection.

Step 2 - Test Other Devices

Test to see if the slower internet speeds are consistent throughout all of the devices in the home by doing speed tests on multiple devices (i.e computers, tablets, cell phones, etc.)

Step 3 - Isolate Devices

If the issue persists, determine which devices you have connected to your router/modem and turn them off one by one to see if this fixes the issue. This is important because if you have a single device that is causing an issue or using large amounts of bandwidth you could determine which device it might be.

Step 4 - Power Cycle Devices

Power Cycle all of the user devices, as well as the modem/router to reset any connection that could be causing issues. Do this by unplugging your modem/router’s power cord from the wall or removing it from the back of your modem/router. Leave it unplugged for 15 seconds. This will perform a full power cycle.

Step 5 - Contact Us

Contact Us – If you are still experiencing issues, give us a call at (435) 622-5151.