Phone Based Tech Support

World class technical support for your connection and your PC

  • 8am-5pm M-F
  • Live US based, highly skilled support techs (8am-5pm)
  • Free support for your computer connection and your access link
  • Fee support for routers, gaming devices, public IPs, security systems, applications and usage training
  • Same or Next day onsite service when required

Self-Help before you call:

Problem: Browser doesn’t open the selected page

Solution – Power: First, unplug the power brick that feeds the white triangular power injection module from the wall for 5 seconds. Then, plug it back in. Verify that the RED led showing Power ON is lighted. If not, your power brick is not working. Check the outlet or power strip you are using with a lamp to assure you have power and that a circuit breaker or fuse is not tripped or blown. if the LED is on, wait 60 seconds. Close and reopen your browser. Also check that the green LED is lighted on the power injection module. If it is not, recheck the thin black cable from the power brick and that it is firmly plugged into the power injection module.
Solution – Ethernet cables: First, look at the white triangular power injection module. Note the embossed plastic lettering that says “P+Data Out” and “Data In” or “POE” and LAN”. The dark gray or black cable from the wall should be plugged into “P+Data Out” or POE and the lighted gray cable should be plugged into “Data In” or LAN. Now, remove the cable from “P+Data Out” by squeezing the tab and pulling out gently. Now, push the cable back into “P+Data Out” until you hear or fell the “click”. Now do the same with the cable from “Data In”. Then, wait about 70 seconds and try your Internet connection again.
Solution – Ethernet connection: First, look at the place on your computer where the Ethernet cable that runs from the power injection module connects to your Ethernet adapter. Many adapters have LEDs that show LINK and ACTivity. If you have the LEDs and the LINK is not lighted, please remove and reinsert the Ethernet cable at the power injector “Data In” port and at your adapter. There are two Ethernet jacks: one is marked “Power+Data Out” – the cable from our equipment coming from the wall plate goes in there; “Data In” – the cable from your computer or router goes in here. You should hear a positive CLICK when it is properly inserted and you should not be able to pull it out of the connector. If you still have no lighted LINK LED, there may be a problem with either your Ethernet adapter or the Ethernet port in the equipment located outside your building. Call or E-mail support now.
Solution – Ethernet connection disabled: Click start, control panel, network connections and look for the Local Area Connection icon. Not there, make sure you have clicked on Network Connections. Still not there? Your Ethernet Adapter is not working or Windows software is misconfigured. Give us a call to schedule onsite support. Does your Local Area Connection say “Disabled”. Then double click it with the left-mouse button. You should now be able to get on the Internet.
Solution – IP addresses lost: Perhaps you reinstalled Windows or TCP/IP or a new network card. If your antenna was installed prior to February, 2007, and the service is connected directly to your computer and not a router or switch, you require a static IP address in your Local Area Connection Icon. To verify whether or not you have a correct IP address, click Start, Run, and in the box type “cmd” or “command” without the quotes “”. Click OK. In the black box (command prompt) type “ipconfig” without the quotes. Press Enter. If your IP address is or begins with 169. you do not have a valid IP address. If your IP address begins with 10. you probably have a correct IP address, provided that the rest of it is correct. A tech can verify that. I your IP address is invalid, find the papers that your technician left with you during his last visit. Your 10.x.x.x IP address will be listed on the paper. To install it, click on the local area connection Icon, click properties, highlight the Internet Protocol(TCP/IP) and click Properties to the lower right. Select “Use the following IP Address:” and put the IP Address, Subnet mask and Default Gateway addresses in. Then click on Use the following DNS Server Addresses: and put the two DNS addresses on the paper in the their respective locations. Click OK or Save all of the way out back to the desktop. Now, open your Internet explorer. You should have access.
Solution – Your Switch, Hub or Router: Your PC is not connected directly to our power insertion module. Instead, you have added an Ethernet hub, switch, router, firewall or VPN box between your computer and the power injector. If you cannot get support from the manufacturer’s support team, you may call us! We’ll be glad to help on a billable service call basis. Our hourly rate is $65.00 (Residential) and $85 (Commercial). Our team will do its best to resolve the problem. If they cannot solve the problem over the phone, you may elect On Site Support. To learn more about online service and initiate this option, click HERE!

Problem: Your computer has become slow. So has your Internet connection.
Solution – Identify and remove viruses, Trojan horses and Spyware: Unbeknownst to you, while you innocently browse certain web sites, viruses, Trojan horses and Spyware invade your computer. These invaders then proceed to mess up your software and consume your computer’s resources, making it crash or run extremely slowly. There are solutions and they are spelled out in detail in this White Paper. Please download it and focus on the solutions documented therein. You might also be interested in this article on Spyware.