Troubleshooting your high speed connection

No Connection


Step 1 - Lights

The first step is to check the lights on your router. Your router should have a power light, an Internet light, and lights for each device that is plugged directly into it. Generally these lights should be green or blue, they may or may not be blinking. If your router has no power light, check the power cord and plug. If the internet light is not on, or is orange or red, check the ethernet cable comming from the DCTexas POE LAN port. It is also a good idea to reseat each end of the ethernet cable between the DCTexas POE and your router. Finally, check your DCTexas POE for a power light. If the light is not on, check to make sure it is plugged in to power. If after completeing these steps, the internet light on your router or the DCTexas POE power light is still out, proceed to Step 2.


Step 2 - Powercycle

The next step you should take, to troubleshoot an issue with your connection, is to reset all of your devices. Reboot your computer or device, and unplug the power from your router. Once your computer has finished rebooting, you may plug your router back in. Give your equiptment a minute or so to come back online, then check if your issue has been resolved. If the issue has not been resolved, proceed to Step 3.


Step 3 - Direct Connection

Since you still have no connection, and your router has no internet light, we need to determine what device is causing the problem. In order to do this, we must now bypass the router. Locate the DCTexas POE and find the LAN cable. Follow the LAN cable to your router. Unplug the LAN cable from the back of your router. Finally plug the lan cable directly in to the jack on your computer. Now check your internet connection. If it is working, there is an issue with your router. At this point, you will need to contact technical support for your router. If the connection is still not working, proceed to Step 4.


Step 4 - Call Support

We have reset all of your equipment, and bypassed your router. If your connection is still down at this point, please contact DCTexas support for futher assistance. We may ask to perform some additional troubleshooting steps on the phone. Please understand, that in order to resolve your issue, we need to gather as much information as possible.



Slow Speed


Step 1 - Powercycle

The first step you should take, to troubleshoot an issue with your connection speed, is to reset all of your devices. Reboot your computer or device, and unplug the power from your router. Once your computer has finished rebooting, you may plug your router back in. Give your equiptment a minute or so to come back online, then check if your issue has been resolved. If you are still experiencing slow connection speed proceed to Step 2.


Step 3 - Direct Connection

Since your are still experienceing slow speed, and we have reset all of the equipment, we need to determine what device is causing the problem. In order to do this, we must now bypass the router. Locate the DCTexas POE and find the LAN cable. Follow the LAN cable to your router. Unplug the LAN cable from the back of your router. Finally plug the lan cable directly in to the jack on your computer. Now check your internet connection. If your speed returns to normal, there is an issue with your router. At this point, you will need to contact technical support for your router. If the connection speed has not improved, proceed to Step 3.


Step 3 - Gather Information

Slow speed, or percieved slow speed, can be difficult to diagnose. One common misconception is that the internet is slow, when actually it is the computer its self that is slow. In order to eliminate this as a possiblility, you should perform an online speed test. In order to perform a speed test, simply open your browser, then go to a speed test website such as www.speedtest.net, or speedtest.dctexas.net. Once you complete the test you can compare the result to your DCTexas speed package. If you are recieving close to your current subscribed package speed, most likely your computer has some issues. If you are not recieving close to your subscribed package speed, at this point, proceed to Step 4.


Step 4 - Call Support

We have reset all of your equipment, and bypassed your router. If your connection speed is still slow at this point, please contact DCTexas support for futher assistance. We may ask to perform some additional troubleshooting steps on the phone. Please understand, that in order to resolve your issue, we need to gather as much information as possible.



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