Help Topics
Below is a list of common technical topics that we often get help requests for, so we’ve compiled our answers here in a convenient reference place for our members! As always, if you need any additional assistance, you can contact us by phone or online, and we can help.
Internet Not Working
Are other devices connected and working properly?
If yes they are connected and working, then the issue is with your particular device and not the internet connection.
If yes they are connected, but also not able to reach the internet, start with the router itself
If they cannot connect, check the router’s power cable and plug. Restart if necessary.
Is the device connected to the Wifi?
If yes, disconnect and reconnect
If no, connect to WiFi
Try restarting the device
Restart
Unplug for 30 seconds and plug back in
I can see the wifi network, but I cannot connect
Restart your device and/or the router
Make sure you are using the correct password
Refer to the password on your Welcome Packet and ask others if it has changed
Forget the network from your device and reconnect
All devices are connected cannot reach the internet
Unplug the router (and antenna if powered separately), wait 30 seconds, and plug them back in. Ensure the light on the router turns on. Reconnect to the Wifi once available (usually only takes a minute). Test again. If you can still connect to the wifi, but not the internet, Call us at 412-223-4253.
Router Issues
Router will not turn on
Remove the power cable from the wall and the router
Check the power cable to make sure it is not damaged
Plug the router back in securely and then plug it back into the wall
If there is still no power, try plugging the router into a different outlet or plug a different device into the same outlet
If other devices can get power but the router cannot, contact us
Router keeps restarting
Check the power cable
Check to make sure the cable is free of damage
Check to make sure the cable is plugged securely into the router
Check to make sure the plug is firmly in the socket and is not wiggling
Router is on, but cannot find my Wifi
If you can see other wifi networks but not your own
Check the router’s power cable and plug. Restart if necessary.
If you can’t see any wifi networks
Check to make sure wifi is enabled on your device
Reset Wifi Password
Connect to your router either via wifi or with a network cable
Go to Https://192.168.1.1 in a web browser (like you would type in a normal website)
If you get a “Privacy error,” click Show details, and proceed to website
Log in with the username “admin” and password given to you on install
This is not the same as your wifi password
Go to the Wifi Section
Change the password under the network you would like to change
Click save
NOTE: If you are connected to Wifi, you will lose connection
Reconnect to the wifi with the new password
NOTE: You may either need to go into settings or forget the network in your device if it does not prompt you to enter the password
Two Networks
Why two networks and what are they used for?
Your home router is based off of the Wifi 5 standard and has 2 different antennas contained within it. Each antenna uses a different frequency and can have a different network name and password. The 5 Ghz antenna will give you a higher overall speed, but the signal doesn’t travel as far and doesn’t go through walls as well. The 2.4 Ghz antenna is slower, but typically fast enough for most applications. This frequency will go farther and through more solid objects than the 5 Ghz radio, but is on the same frequency as cordless phones, bluetooth devices, and even microwave ovens so is subjected to more interference.
Connect Computer to the internet
There are two common ways to connect your laptop or desktop computer to the internet: WiFi and Ethernet. Ethernet is a type of cable with a special plug (rectangular about the size of a thumbnail and has 8 metal strips at the end) and it can connect most computers directly into a router for internet access. Our routers usually have three spaces (called ports or jacks) available. If you have an ethernet cable, all you need to do is plug one end into the router and the other into the correct port on your computer, if you have one. Not every computer has the right jack, but look for this symbol: 🖧
While a hard-wired connection with an ethernet cable is the fastest and most secure way to connect a computer, it requires you to be physically connected. A wireless connection can be made using WiFi. Laptops are less likely to have an ethernet cable but should be able to connect to WiFi while desktops may not be able to use WiFi but likely have an ethernet jack.
To connect to WiFi, look for the WiFi icon in your system tray (the tool bar usually at the bottom of the screen) or search for WiFi settings under “network” in your control panel. Your WiFi options include every WiFi within range of your computer, often including your neighbors. This means you might not recognize many of the options in the list. Just look for your WiFi, which will be listed under the name you chose during setup. Refer to your welcome packet or contact us if you can’t remember what the name is. Most WiFi names will include a lock symbol🔒that means the WiFi is password protected. This is good and helps keep your data safe. Enter your password and your computer will be connected to the internet.
If you’re connected to your WiFi but still don’t have internet access, refer to the “Internet Not Working” section.
Monthly Maintenance
At Community Internet Solutions, we have two monthly maintenance windows, on the second and last Monday of each month. During these times, we may do work to update or upgrade the network. Although we don’t do work on every network every time, we will send an email if your community might be affected.
The point of the maintenance is to make your experience better. Sometimes, your equipment doesn’t fully load after the work and you may have trouble with your connection. This isn’t very common but it can happen. Fortunately, there is a simple solution. The first step is to check that your device is still connected to the WiFi. If you’re connected but still can’t access the internet, restart your router by unplugging it, waiting several seconds and plugging it back in. Wait a minute or so and try to access the internet again.
If this doesn’t solve the problem, contact us so we can help you get back online.
Connecting a Mobile Device
Every device is a little bit different, but they all connect in generally the same way. Here are a few methods of connecting:
Swipe down from the top
Turn wifi on by clicking on the icon. If it is already on, a press and hold on the wifi icon should bring up the settings
On this page, make sure that wifi is turned on. This may be on a toggle switch, an on/off selection, or a checkbox
Look for available networks
Select your network name (also known as SSID, wifi network name, etc.)
Enter in your Password (sometimes called a passphrase or security key)
The password for your home network is written on your welcome packet
Click connect
OPTIONAL: you can also check “auto-connect to network” so that as long as your wifi is turned on and you are in range of your home network, it will automatically connect you.
Connect Smart TV or Streaming device to the internet
All smart tv’s and streaming devices connect to the router in generally the same way, but have different menus to connect. First, if your TV or streaming device has a network port and your router is nearby you have the option to connect directly to the TV with a network cable. If directly connected is not an option, you will need to go into the settings. This is generally how you would find where to connect:
Turn on the TV and go to the home screen of your streaming device (this is where you would select between streaming services, not within the services themselves)
Look for and select a settings icon either on the screen or on the remote. These icons are typically either a gear or an asterisk “*” icon.
Look in the menu for a few key words like “Network options/settings,” “WiFi,” or “Connection options”
Within a menu that similarly matches those worlds, look for “set up a connection,” “Connect to wifi”, “Connect to a network,” “Connect to WLan”
You should be presented with a list of available wifi networks. Select your wifi network and enter in the password (sometimes called a passphrase or security key)
Click connect
Test out your connection by trying to stream something
For specific instructions based on your streaming device, read this page.
Wifi Keeps Disconnecting
Why might my wifi be disconnecting and reconnecting?
Power cycling: If your connecting and disconnecting happens at the same time that your router’s main power light blinks or shuts off then you may be experiencing a power related issue.
Distance or obstacles between you and the router: thick walls or electronic devices between the router and where you are accessing it from can cause a loss of signal. The signal loss also compounds over distance. There are even some devices such as microwaves that can cause intermittent interference. If this continues to be an issue, consider either moving the location of your router or getting a wifi extender or separate Wifi Access Point.
Conflicting wifi networks: If you have multiple wireless networks with the same SSID (network name) or multiple access points using the same WiFi, you should change the name of one of the two wireless networks or make sure the passwords match. Sometimes one of the passwords has a different character or capitalization that will end up causing a conflict.
Restart the device or forget and reconnect to the network
Streaming Services
Community Internet Solutions does not offer any cable television services. We offer a quality and affordable connection to the internet and you can use this to access a number of streaming services over your computer, phone, or TV. How you connect depends on which device you’re using and what services you have access to. Many services today require their own log in and some are free but others come with a monthly subscription.
Apps like Tubi or Pluto are available for free and without any registration while others like Netflix or Hulu require you to log in and pay for a subscription. You can choose which apps are right for you and most of them will be accessible over our internet service through your device.
On a computer
Start by searching for either a show you want to watch or the service you’re looking for (like Netflix) in a search engine (like Google). Once you find the content you’re interested in, you can simple watch it right in your browser. You may be able to have your computer remember your log in information too!
On a mobile device
The best way to engage with content on a mobile device is usually to download the app for the service you’re interested in first. Go to your app store and search for the service you want (like Netflix) and download it. Then you can log in and search for the content you want.
On a television
Many TVs sold today are known as “Smart TVs.” They are called Smart TVs because they have the ability to connect to the internet and stream content directly from apps. You only need to connect your TV to the internet either via wifi or a network cable to start enjoying online content. It is worth noting that the TV’s original remote is needed to get access. If you have a TV that doesn’t connect to the internet or doesn’t have the apps you want, you might require a media streaming device like a chromecast, roku, or a fire stick. This device makes it easier to access content on your TV but it requires an HDMI port, so make sure your TV has one before making the purchase. Follow the directions on your media streaming device to get it installed and connect to your WiFi to get internet access.
issues with streaming
We know how frustrating it can be when you sit down to watch your favorite show only to find that it’s not working. Fortunately, there are some simple steps you can follow to find out what the problem is and how to fix it. The first step is to see if your device is still connected to the WiFi. Search in your network options to make sure it is connected. If you aren’t connected and can’t see your WiFi name, look to see if your router is plugged in and powered on. If you can’t seem to turn on and connect the router, see Router Issues.
If your device is connected to the WiFi, but you can’t access your content, try a different app to see if the problem is with your streaming service or your internet connection. If other apps are working fine, then try restarting your TV by unplugging it for 30 seconds and trying again, or even removing and reinstalling the app. If the internet connection is down, see Internet Not Working.
forgot password
Look on the welcome packet
Look at saved passwords on already connected devices
Log into your router and check (or change) your password (see section called Reset Wifi Password)
Call us for assistance at 412-223-4253
device amount
While there is no listed maximum number of devices, some tests have shown a possibility of more than 50 devices connected. Remember that the majority of devices connected will not all be accessing the internet all the time, but the more that are, the slower your connection may be. See our section on What Speed do I Need?
If you require wired connections you are partially limited to the amount of available ports. If you need more than the amount of ports available, you have the option of purchasing a switch that has additional ports and connecting it to your home router.
connecting to a router
Connecting wirelessly
Find your home Wifi network, and connect using the password that you set at installation. Refer to your packet.
Connecting Wired
The only port on the router you should not use is the one labeled “WAN” (Wide Area Network) as that is your link out to the internet.
You can connect any other device with a network port using a network cable which is also referred to as ethernet Cable. Use Category 5 (cat5) or greater. (Note: Higher that category 5 will not improve your performance in this instance)
Your device should automatically connect
If you encounter a prompt asking you for an IP address, either select the option for “Use DHCP” or enter in the following information:
IP address 192.168.1.{Enter in a unique number between 5-250) Example: 192.168.1.15= tv 192.168.1.20 = computer 192.168.1.30 = Game console
Subnet mask: 255.255.255.0
Default Gateway: 192.168.1.1 (This is the address of your router)
internet is slow
Check out our speed test link https://www.bringtheweb.org/speed-test
Is this a consistent issue or does it only happen occasionally? When does it happen?
Make note of when the issues occur.
Do you typically experience a slowdown:
At a specific time of day?
In a particular area of your house?
When someone is in the kitchen?
When you are going to specific websites or using certain apps?
Who else is using the wifi when this happens?
Check connection strength
If you are at the very edge of where wifi covers you may see slower speeds.
You may opt to connect to the 2.4 Ghz network if you are farther away from the router
Moving yourself closer to the router or moving the router closer to you or in a way that gives you a less obstructed path to you can help strengthen your signal.
Who else is using your network?
Determine what other users or devices are connected to your wifi or router. Sometimes devices that are connected can hog bandwidth.
Try turning off or disconnecting other devices. If a computer or other devices seemingly slows down the connection for everyone it may be a sign that there may be a virus or other issues affecting it.
when should i reset my router?
We advise against factory resetting your router without the aid of a technician. Certain settings in your router make it possible to connect out to the network that will not be retained during the reset and may require a scheduled site visit to restore your service.
Moving or cancelling service
We’re sorry to see you go! Please call us at 412-223-4253 to disconnect service and schedule a time for us to pick up the equipment. If you are moving locally and would like to continue to use our service, we can schedule a survey to see if we’re able to serve your new residence.
what speed do i need?
Most of our use of the internet is far less than other competitors want you to believe.
Most web browsing and social media takes up only somewhere between .5-1.5 Mbps. A streaming service with a HD stream and gaming typically takes up 2.5-5 Mbps.
Let’s take a family of 5 all on their phones, with 2 HD streams and 1 online gaming. That totals to be less than 20 Mbps total.
So why do other ISP’s say I need more? Remember that they are selling you a maximum which is not promised. They are also making more money the higher the plan you sign up for. In short, it is in their best interest to sell you extra that you’re likely to never use.
Restricting access on your network
The internet has become more than a fun luxury and is an important tool in modern life. Kids are often better at using technology than their parents but we still want to keep them safe online. Unfortunately, there are a lot of risks for children online and it’s important to limit what they can access and how they use the internet.
The easiest way to control what your children do online is to only allow them to have access to their computers or mobile devices when you can be there with them to oversee how they are using the internet. No device, no internet access! This might be more challenging than it sounds and so there are other ways to restrict access for some users on certain devices. These apps can limit screen time and filter web content for specific devices or even pause WiFi access at certain times of the day.
While some routers have the ability to do all of this, our standard router (the AirCube AC) does not have any way to manage content accessibility. We do have some other options, so let us know if you need help with this service. However, there are some free and paid apps available to help you with this too.