A basic guide to troubleshooting your Yellowhead Broadband internet service.
It is important to be familiar with your equipment in order to understand the rest of the Troubleshooting guide. Below is a brief description of them.
The Radio is the device mounted outside (generally, it is located on the roof of your house, but it isn’t uncommon for it to be somewhere else if the location was favorable.) Radios come in various shapes and sizes but all serve the same purpose of providing you a connection to one of our many Tower Sites
Note that there are two ports, one provides power to the radio, it will be labeled (Gigabit Data + Power) or (15W 30V 1GbE PoE). The other side connects to the router, it will be labeled just (Gigabit Data) or (1GbE LAN). The PoE should have a green light on when it is plugged into the wall and has power. Be aware that some older models have a fairly dim light, so do look closely.
The Router is responsible for providing your devices with access to your internet connection.
Occasionally, your personal device can be the reason for the slow / no internet connectivity. This is potentially the case if only one of your devices is experiencing Issues, while others are as expected. Check the device, whether it be a Phone, Personal Computer, or Streaming Device such as the Amazon Firestick for potential Updates. After these have been applied, reboot the device and wait for it to reconnect.
Sometimes restarting your home network by power cycling your Router and or Radio can help resolve any issues with connection. To do this, unplug the power to your router for 30 seconds. Plug the power to your router back in and wait for your devices to reconnect.
The Radio can be rebooted by either disconnecting and reconnecting the Ethernet cable from the side of the PoE that provides power to the radio, Or alternatively by unplugging the PoE itself until the green light has gone out.
If problems are still persisting, don’t hesitate to Contact Us. Our office hours are 8:00AM - 4:30PM, Monday - Friday.