Call (765) 922-4638 anytime to get troubleshooting assistance by phone regarding your Fiberhawk Internet, TV or Phone services. You can also contact us to request a service call be made to your home. Since we are a local company, most service calls are handled within a 24-hour period, depending on the time we are notified of an issue.
Before calling, however, please review the topics below. You may find the information you need to resolve the issue on your own.
When your Internet goes out there is no need to worry! Below you will find common troubleshooting steps to restore your Internet service.
1. Turn off or unplug your ONT for 30 seconds
2. Wait 3 to 5 minutes for device to power on
3. 2.4GHz, 5GHz, Internet, and WAN should all be on
4. Turn off or unplug your router for 30 seconds
5. All lights should be lit up on your router now
6. Devices should be able to connect now
If you don’t see your Wi-Fi network or can’t get connected, look for the default Wi-Fi name and password on the bottom of your router. Sometimes power cycling can return your router to the default settings.
When troubleshooting never unplug the blue or green tipped cable. This is your fiber line and unplugging this will affect your service.
Wi-Fi signal is most effective when your router is placed up high, in a central location, and away from devices such as baby monitors, cordless phones, or other nearby routers.
Equipment age can also affect your Wi-Fi network. Most router manufacturers recommend replace your router every 3 to 5 years.
Wi-Fi signals will usually reach about 150 feet for a 2.4Ghz frequency. Using a 5Ghz frequency, you will get about 50 feet of reach. So, the closer you are to your router the better. Home structure also plays a big part in how Wi-Fi signal reaches your devices.
2.4GHz networks will reach further but have slower speeds. 5G networks will have faster speeds but have less reach than the 2.4GHz.
Download vs Upload Speed
Download speed is the speed that information comes to your device. Upload speed is the information that comes from your internet connected devices.
What is Bandwidth and why does it matter?
Bandwidth is the total amount of data you are allowed to
upload/download in one second. Bandwidth is shared across all devices on your network. Each device gets a portion of your total bandwidth.
Calculate the speed you need by taking our Bandwidth Estimator Quiz.
Slow internet can be caused by multiple things. Some things are easy to fix and others may require help from your ISP. Below are some things to try to help your speeds.
1. Check your speed package*
2. Click here to run a speed test*
3. Turn off or unplug your ONT and router for 30 seconds
4. Disconnect devices that are not in use
5. Switch Wi-Fi networks (from 2.4GHz to 5G and vice versa)
6. Hardwire devices if you’re able to
Testing on 2.4GHz will give you results that are about 10% of your total speed package. Testing on 5G networks will get speeds up to your total speed package.
We do not guarantee Wi-Fi speeds, every router will have different Wi-Fi speed capabilities. Check the Tech Specs when shopping for a router for your specific needs. We will charge a service fee if you require help setting up your own router.
*Checking your speed package can help you determine if your speed test results are within range of the speeds you subscribe to. Plugging directly in to your ONT using an Ethernet cable will give you the most accurate results of your network speeds. Speed test results will vary based on equipment, time of day, and speed test servers.
Buying a router depends on your needs, ask yourself do you want faster Wi-Fi speeds or whole home connectivity?* You don’t need to break the bank to get a quality router, look at your needs and the tech specs to determine what router is right for you.
Mesh Routers will cover your whole home and usually contains a main unit and additional satellite units. Traditional routers are what most consumers are familiar with. They are stationary and plug into your ONT and provide Wi-Fi.
Read the technical specs, look for WAN speeds that say rate limits 10/100/1000.
By looking at these specs you can guarantee your router will handle your speed package. For example, a 100M WAN port will only be able to handle 100M, so if you have a 500M package look for a WAN that can do up to 1000M
Follow the steps below to set up your new router
1. Turn off or unplug your ONT for 30 seconds*
2. Plug the yellow cable into your router’s internet/WAN port
3. Follow your router’s app or instruction manual to complete setup
*DO NOT UNPLUG THE GREEN OR BLUE TIPPED CORD! this is your fiber line, unplugging this cord will affect your service
Router
Optical Network Terminal (ONT)
