Help and Support
Here are some self diagnostics you can perform.
Connection Speed Problem:
There are several Speed Test sites out there and most will require Adobe Flash Player. However, they all have their limitations for actual results. Most public speed test servers can get overloaded and cannot correctly measure your actual speed.
Before the Test:
Close Apps
Close everything such as Pandora, Netflix, Hulu, Spotify, all browser windows and any other programs that stream video and music. If it uses the Internet, you'll want to shut it down before you run the test
Connect Direct
Connect your computer directly to your router. Testing should be done with a single device connected directly to your router using an Ethernet connection. Also remove any hubs, switches etc. between your computer.
Other Devices
Turn off or unplug other computers, web-enabled printers and TVs, other routers, tablets, smart phones, web cams, DVRs, game systems, VoIP phones and content streaming devices such as Roku, Apple TV, and Chromecast.
Here are some speed test links sites:
Internet Connectivity Problems:
The majority of issues are resolved by simply power-cycling your router (not resetting it). If you happen to factory reset your router…you will need to put it back into Static/Fixed IP status. If that does not resolve your connection to the Internet…then power down our equipment for 10-15 seconds, then power it back up. The easiest way to perform this is listed in the next paragraph.
Our power supply will be a black cube (2”X4”) with a white light on it and can be located by the cable that is entering your location from the outdoor CPE (Customer Premise Equipment). If our power supply does not have a white light on it…verify it is getting power from your outlet. If it does…unplug it from the outlet until the white light is completely out, then plug it back in.
If your wireless device is having issues…try restarting/rebooting it, then reconnect to your router.
Doing this will fix almost all issues with connectivity and/or slow connections. If you continue to have issues, don’t hesitate to give us a call, as there may be another issue that needs to be addressed.
There are things out of our control:
Internet overhead protocol, which can absorb 20% of package speeds from routing outside our Network.
We are unable to troubleshoot your VoIP, Consoles, TV Boxes, email accounts, or any other third-party services and you will need to contact those providers directly.
Unfortunately, routers and other devices in Colorado go bad for no apparent reason. We will always do our best to assist in troubleshooting your issue, but there will be issues…we cannot fix from our end. If you have a router/device that has a problem, please contact the manufacturer’s tech support for your specific router/device.
We pride ourselves on prompt service resolutions and always try to respond to your support requests as soon as possible. However, there may be an occasion where it could take a couple days to get your issue resolved. Your patience and understanding is appreciated.
We are not able to provide services such as anti-virus/spyware removal, PC tune-up’s or other related services. Your local PC shop is your best solution if you encounter hardware, virus, spywares etc. to get your system healthy again.