There are many factors for not being able to connect to the Internet from your device. This article address the issue of having no device on your home network able to connect to the Internet.   Hopefully, one of the tasks suggested will get you back up and working  as soon or possible.  Also,  the tasks results will be helpful  when sharing your Internet trouble with an EPICTOUCH Customer Service Representative.

First Step

EPICTOUCH, and most support sites suggest your first step to troubleshoot an issue of not being able to connect or stay connected is to restart(power-cycle) your home network components.  These components include your game console, tablet, computer, or streaming device, and your home router. If you are using a switch it too should be restarted. Leave the power off these devices for 60 seconds.  *Restart/power-cycle the router means to unplug the power from the back of the device, wait 60 seconds, and then plug it back in.

Battery Backup Unit

Battery Backup Unit

fig. 2- Fiberbox

ONT

Electric power and Battery Backup

Verify that your router is on a working electrical outlet.  Also, your home will have a battery backup unit. This unit is usually in a closet, garage, or a basement.  This unit supplies power to EPICTOUCH‘s fiber optic box(ONT) that is usually mounted on your home.  Verify that the unit does not have any red status lights. If it does, please contact EPICTOUCH. The last paragraph in this article gives the support details.

Is my home network connected to EpicTouch’s service?

If your router has status lights, verify that the  Internet connection light is lite.  For some routers the Internet connection light is a globe icon or other icon.

If not, verifyWirelessRouterLights that the patch cable going from your router  is still fully connected to EPICTOUCH‘s service jack. It is best to unplug and re-plug in the cable to make sure it is fully in the jack.  The cable from the service jack needs to be plugged into the port on the router labeled WAN, and  Internet.  The other ports(usually numbered) on your routers are for other home devices like printers, game consoles, streaming devices, etc.

Inspect the service jack for damages that might have been caused by furniture moving or vacuuming. The service jack is only one end of a cable. The other end goes to EPICTOUCH‘s ONT that is on the outside of your house.  Since the cable runs outside of the house it could have been damaged by pets, weather, children, or home improvement projects. A visual inspection of this cable may show pet chews, or weather damage in the form of cracked or flaky outer coating of the cable.

If you have no Internet light lite on your router or you have damage to the service jack, or the outside cable, please contact EPICTOUCH. The last paragraph in this article gives the support details.

Possible Browser Issue

When you are using a browser to surf the Internet, sometimes you may get a message that states Server not found or browsersThe webpage is not available.

Verify that the web address of the site you are going to. An extra letter or character in a web address can cause these error messages.  Try sites like www.google.com or cnn.com  as a test.  Also, use a different Internet browsers  if installed on your device. Some browsers have plug-ins or extensions that ‘hi-jack’ websites and causes the same error messages.    This graphic shows the most popular web browsers and their icon.

If you still get an error message, try the IP address of 50.21.208.29 in the address bar(not search bar) of a browser.  If the EPICTOUCH mail site appears your device may have an DNS issue.

Wireless Router Issues

If you are wireless connecting your device to your home router, if possible,test from a device that has a direct wired connection.

If a wired connection is not possible, try these steps for improve your wireless connectivity as recommended by Netflix. https://help.netflix.com/en/node/85 

  • Move your router to a new location to improve signal strength–you’ll usually see better reception throughout your home if the router is in a central location.
  • Wireless interference can cause big problems when trying to connect over Wi-Fi. Cordless phones, microwave ovens, or other wireless devices near your router can all cause wireless interference, so move them away from your wireless router.
  • Elevate your router off the floor. A router on top of a bookshelf or desk will give you better reception than one that’s hidden behind it.

Still Cannot Connect to the Internet

If after these steps you have identified the issue or  you still do not have any type of Internet connectivity from your devices, then please reach out to EPICTOUCH at 697-2111 for service support. During business hours a Customer Service Representative will begin the process of getting you the needed support for your issue.  After business hours, you will be able to leave a voice message explaining your issues for the Internet tech. The tech will review your service connection from the office and if requested, a tech will contact you to assist you outside of business hours with the issue or setup a time to work the issue during business hours.

 

 


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