Most connectivity issues can be addressed very simply with basic troubleshooting skills. So follow the guidelines below and you will probably back on line again in minutes!
1. First of all check that your PC is connected properly:
a) Check that wireless is switched on in your PC by opening network connections, within control panel..
b) Try simply rebooting* your PC – you’ll be surprised how often this will sort the problem.
c) If you have connected to our termination equipment (the Hughes modem) using your own Ethernet cables then check for poor connections, breaks or kinks in the cable and replace if necessary to rule out cable failure.
d) If you are connected using a WiFi access point then:
i. Try connecting directly to Ethernet port on the Hughes Modem using and Ethernet cable. If this works then you will know you have a wifi problem.
ii. Check that your WiFi Hub is powered on then reboot* the Hub and check the User Manual for further item specific troubleshooting
iii. Contact your supplier if you suspect that your WiFi hub is at fault. If i-SURF supplied the WiFi hub then please report the problem using the Help Desk.
2. Check out the Hughes Modem as follows:
a) Is the Hughes Modem powered on? Check the Power On Light. If it’s off then check it’s plugged in and make sure that it is switched on.
b) Is the System light on? If so check whether the TX and RX lights are flashing.
i. If System is on and steady lit and Tx and Rx are flashing then your Internet link is fine to your Hughes Modem:
– Check the points above in section 1 again because the problem lies within your home and not with core i-Surf Connection.
– You should certainly be able to use your service using an Ethernet cable from the Hughes Modem, even if there is a wireless issue.
– If your service is running slowly then check your emails to see if you have exceeded your monthly allowance and refer to our fair use policy.
ii. If the System light is not on and the Tx and Rx light are not flashing then the Internet is not connected.
– Reboot* your Hughes Modem.
– Check that the cable is firmly connected to the rear of the Hughes Modem and report any issues to us.
– Visually inspect the cable between the Hughes Modem and the Satellite Dish and report your findings us.
– Visually check the Satellite Dish for loose cable connections and for any possible obstructions to the line of site and report any issues to us.
– SAFETY POINT. We don’t recommend using a ladder to inspect your Satellite Dish unless you are trained and competent in working from a ladder. If you have any doubts then don’t!
3. If these steps do not enable you to get your i-SURF Internet up and working again then you’ll need to Submit a Trouble Ticket with our help desk.
a) We’ll get back to you within 4 working hours (between 8am and 6pm). If you have a special support agreement with i-SURF then please refer to your individual agreement for response commitments.
*The correct reboot procedure for devices is:
1. For PC’s, close down all software, log off and then switch off your PC as advised by your software operating system, or as advised in the user manual.
2. Wireless Hubs and the Hughes Modems should be switched to off on the device.
3. Next please unplug the device at the wall.
4. Wait for 3-4 minutes before attempting to re-power the device.
5. Re-plug in and then power up the device again.
6. In the case of your PC, you should power up the operating system and then check your wireless connection.
7. Finally open your Internet Browser again to see if you now have a connection.