Basic Internet Service Troubleshooting
My internet is running slowly, what can I do?
The first thing to check, are you connected to the right WiFi Network? How about signal strength, is it strong? If your signal is weak, try moving closer to the router or reposition the router to see if that helps.
Check your internet speed at https://www.speedtest.net/
Are there any devices that may be interfering with your WiFi? Look for other routers that could be turned off, baby monitors, even wireless camera systems that have their own base stations can cause interference.
If issues persist, please unplug the router (And power injector if there is one), wait about 30 seconds, and reconnect. If issues persist, or if you find yourself having to reboot often, please email us at support@protekweb.com!
I am connected to WiFi, but there is no internet!
Let's check a couple things...
1) Is it possible that your account is suspended due to non-payment? If so, click the "customer portal" link above and log in to apply a payment.
2) Power cycle your equipment. Unplug the router (And power injector if there is one), wait about 30 seconds, and reconnect. If issues persist, or if you find yourself having to reboot often, please email us at support@protekweb.com!
I have good coverage in some rooms, but not all...
It is possible that a second router or WiFi access point needs to be installed. ProTek offers additional managed mesh nodes for $10/month with no upfront costs!
We just had a storm, now my internet isn't working.
A good first step is to reboot equipment. Unplug the router (And power injector if there is one), wait about 30 seconds, and reconnect. If issues persist, or if you find yourself having to reboot often, please email us at support@protekweb.com!
I forgot my WiFi password!
It happens, don't sweat it! If you have an Adtran router with the HomePass app, you can open the app to retrieve your password.
If there are any apple devices that are connected in your home, you can view the password on these devices by going to WiFi settings and selecting "view" where the password goes to display the password in plain text.
If all else fails, shoot us an email or give us a call! support@protekweb.com, 618-207-2545
My NAT type is strict and/or I am unable to visit a website.
For both of these, please give us a call at 618-207-2545 or shoot us an email at support@protekweb.com. Our local team will work with you to get this resolved during business hours.
WOOPS! I unhooked my equipment and can't remember how to reconnect cables.
Check out this diagram, maybe it will help!
https://drive.google.com/file/d/1vDXaBhgTcUTgETqxgHolJUANCnXjXkKV/view?usp=sharing