Subscriber Module troubleshooting

]If you are having issues with your Internet, following these steps may allow you to resolve your issue yourself. If they don’t resolve your issue, they can help you gather information to help our technicians resolve your issue when you give us a call (780)778-3778.

The instructions on this page are specific to customers with Subscriber Module connections. If you are unsure if you are a Subscriber Module customer, follow these instructions to identify your equipment and connection type.

PROBLEM: your connection is not working AT ALL

Step 1: Power Cycle your Equipment

(Note: If you have to do this regularly, we recommend purchasing a UPS (Uninterruptible Power Supply) for your network equipment. This will help remove fluctuations in your electrical power which can cause problems for small electronics.)

Subscriber module customers:

Locate the power injector (as shown below), We recommend you follow the power cord to where it’s plugged into the wall, and disconnect it from the power there. Leave it unplugged for around 30 seconds, then plug it back in.
or
Wait about a minute or so.
Power cycle your router. We recommend unplugging your router’s power adapter from the wall, waiting 30 seconds, and then plugging it back in. Unplugging the connector from the back of the router may be sufficient if your cables are completely tangled. DO NOT PRESS THE RESET BUTTON. Pressing the reset button will erase vital data from your router, and it will need to be reprogrammed.

Step 2: Verify your Cabling

We regularly get calls where the cabling for the connection has been disturbed in some way. These instructions should help you verify your cables are correct. The connections are described in order from the router to the outside cable. You should be able to trace a cable from 1, to 2, to 3, etc.

Subscriber Module Customers

Old Style (Short Flat Black cable):

Router (Internet or WAN Port)
Subscriber Power Injector (Verify power is plugged in)
Outside Ethernet cable.

New Style (Power adapter with 2 network ports):

Router (Internet or WAN port)
Power Injector (Gigabit Data Port)
Verify Power injector has power (Green light)
Power Injector (Gigabit Data + Power Port)
Outside Ethernet Cable

Step 3: Verify your Subscriber Module and cabling

Go outside, and visually inspect your Subscriber Module and cable. A quick inspection outside inspection can reveal an issue that may be the cause of your problems.

Did you have a recent storm or extremely windy weather recently?
Has the Subscriber Module moved, or been disturbed in any way?
Is the Module or reflector covered in Ice or Leaves?
Is the outside cable damaged in any way?

STEP 4: Call our office for technical support

If you still have no connection after power cycling your equipment and verifying the cabling, you will have to call our office at 780-778-3778

Troubleshooting (Subscriber Module Customer)