Step-By-Step Troubleshooting

Use these steps to help your internet work properly.

What issue are you experiencing?

Calix Gigacenter

Managed WiFi Equipment

These step-by-step instructions are for customers using STRATA’s Managed WiFi equipment. If you are using equipment different than this, please contact our support team at 435‑622‑5151 for troubleshooting steps.
Intermittent or No Connection

Select your connection type:

If you’re unsure which type of technology is providing your internet connection, please call our support team at (435) 622‑5151.

1

Check Connection

Ethernet CordEnsure that your Ethernet cable is plugged into your Ethernet jack in your home. This is the cord that looks like a large telephone cord. Make sure that the other end of your Ethernet cable is plugged into the right port on your modem/router. This will be the white ETH‑WAN port on your Managed WiFi device. Check that there is power going to your modem/router.

2

Check Lights

3

Power Cycle

4

Check Power to Outside Equipment

5

Contact Us

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 using our Managed WiFi setup, check that the smaller black modem is the one that you have your telephone line plugged into. From the Ethernet port on this modem, you will plug the other end of this cord into the white ETH-WAN port on the tall black Managed WiFi router.

Make sure that power supplies are plugged into both of these and that nothing power related is tripped in your home (i.e. breakers, outlets, or power strips/surge protectors).

2

Check Lights

3

Power Cycle

4

Contact Us

1

Check Connection

Ensure that the coax cable that comes from the wall jack is screwed snugly into the wall, as well as into the back of the small white modem.

If you are using our Managed WiFi setup, check that the smaller white modem has an Ethernet cable plugged in. You will plug the other end of this cable into the white ETH-WAN port on the tall black Managed WiFi router.

Make sure that power supplies are plugged into both of these and that nothing power related is tripped in your home (i.e. breakers, outlets, or power strips/surge protectors).

2

Check Lights

3

Power Cycle

4

Contact Us
Slow Browsing:

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.

2

Test Other Devices

3

Isolate Devices

4

Power Cycle Devices

5

Check for Interference

6

Contact Us
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