In many cases, your internet problem could be solved in 5 minutes or less. We have prepared this troubleshooting guide based on the most frequently occurring problems and hope this helps. If not, please give us a call and we will do our best to help you as fast as we can.

The first step will help you understand how your internet service works and will likely help you more easily resolve an issue. So here is our WIRELESS INTERNET SERVICE 101 Course!

Your system has been setup with the following components:

1. A Radio Modem which is a combined antenna and wireless radio mounted outside your home. This receives the radio waves and converts them to a digital signal. It also works in reverse to send out your messages (emails and attachments)

2. A cable called an Ethernet Cable runs the signal inside your home where it connects to a small black box called a DC Injector which is likely situated near your computer. One wire from this provides power to the radio modem and the other one continues to transmit the digital signal into either your computer or a Wireless Router.

3. The FireFly service agreement covers the steps from the Radio Modem to the Wireless Router or the computer. We will try to help when we can if the problem is outside this area, but are not responsible for service interruptions caused by problems beyond these steps.

This concludes the course! Now, knowing this, we hope you can more easily understand our troubleshooting tips as detailed below.

TroubleShooting Instructions

1. Check all cables to see if they are plugged in correctly: You may think if they were plugged in yesterday then how can they not be plugged in today? But this is the simplest thing to check first so you may as well rule it out before going to step # 2:

• Make sure the Ethernet cable from the radio modem outside is plugged into the PWR LAN OUT port on the DC Injector box.
• The short Ethernet cable must be plugged into the DC injector LAN IN port and plugged into your computer or the WAN port on the wireless router.
• Also when checking this, ensure there is a flashing green light.

2. If all the cables appear to be plugged in correctly and lights are flashing, your next step could be “rebooting” the radio modem AND wireless router.

• Unplug the DC injector, count to 5, then plug the power cable back in.
• Unplug the power cable to the wireless router, count to 5, then plug the power cable back in.

3. If you have completed these steps and still CAN NOT connect to the internet, please call Firefly’s office and report a problem. Please indicate you are placing a support call AND that you have completed the checklist items. Thank you!