TECH SUPPORT
...for your High Speed Internet Service
At Nate's Access our goal is to provide you service in the most efficient manner possible. If you are experiencing technical difficulties with your wireless internet service, please follow the instructions in these sections to repair your connection. These instructions solve almost all connection issues with the least delay, and without the need to contact technical support.
The following Wireless High Speed Internet troubleshooting steps apply to all operating systems.
If Unable to Connect to the Internet or Have Slow Performance
If you are unable to connect to the internet, or have slow performance, please follow these steps in order:
Please turn your computer(s) completely off.
If you have a wireless router, please disconnect the power cord from the wireless router and leave it unplugged.
Please locate the Nate's Access small black rectangular "Power Over Ethernet" (POE) power adapter for our outdoor wireless antenna and check the Ethernet cable connections as follows Natesaccess.com Tech Support
The Ethernet cable which runs outside of your home to the wireless antenna mounted on your home should be plugged into the "POE" port on the rectangular black power adapter. Please check and make sure the plug is connected firmly into the power adapter.
The "LAN" port of the small black rectangular "Power Over Ethernet" (POE) power adapter should be connected to either the Ethernet port directly on your computer OR if you have a wireless router, it would connect to the port marked "Internet" on the wireless router. Sometimes this port on the router is also named a "WAN" or "MODEM" port depending on your brand of router. If you are using an Apple Airport wireless router, this port is identified by a symbol which looks like a circle of small dots next to that port. Please check and make sure the plug is connected firmly into the power adapter as well as firmly connected to your computer or router.
If you have a wireless router, an Ethernet cable from your computer's Ethernet port should be connected to one of the ports usually called "LAN" on your router. Often there are 4 of these LAN ports, but that is not always the case depending on your brand of router. If you are using a Apple Airport router, the "LAN" port is identified on most models by a symbol which looks like this " < - > "
If it is the power cable is snugly connected, unplug the Ethernet network cable going to the outdoor wireless antenna from the "POE" port and wait approximately 30 seconds, then reconnect it firmly.
Wait one minute after the power has been restored to the outdoor wireless antenna for it to re-establish a connection to the Nate's Access Wireless Network.
At this time, if you have a wireless router, please re-insert the power cable to the router. Please wait one minute for your wireless router to completely reboot and get the needed information from our network.
Turn your computer back on, let it fully boot up, and establish a connection to your router or our outdoor wireless equipment.
Attempt to connect to the internet in your usual way.
What Do I Do Next?
If these steps have been followed exactly, most connection issues will be repaired. Other causes of connectivity problems can be damaged cables which may not be obvious, or incorrectly configured network adapter settings on your computer or router, and often viruses or mal-ware.
If your connection has not been restored please feel free to call our office to see if a network outage affecting a large area is in effect.
Within usually 30 minutes or less of a sustained outage, an network status update will be placed on the natesaccess.com website and we will be focusing our attention to restoring service as quickly as possible.
If you don't see an outage on the natesaccess.com website, then please leave a message including your name, phone number and service address and a technician will contact you as soon as we are available to continue to troubleshoot your connection issue.