Q: What should I check first if my internet service is not working?
A: The first step is to make sure that your device is in fact connected to the router itself either wirelessly or directly hardwired. All devices are different, but in most cases this can be located in the network settings area of your device. If in fact the device is not connected to the router, try and re-establish a connection and try browsing the internet. If the device is connected to the router, the next step will be to power cycle the router by disconnecting the power cable and waiting roughly ten seconds before reconnecting it. If the connection is still not working after these steps, please contact our office at 319-626-2211.
Q: How do I check the current download and upload speed I am receiving?
A: Please follow this link to our speed test website. This tool will provide you with a real time assessment of the service being provided to a hard-wired connection and to the router. If using this test wirelessly then speeds may vary depending on router function.
Q: Why is my internet running slow?
A: The first thing that should be looked at is if the other devices in the home are running slow also. If they aren’t then there could be an issue within the single device itself that would need to be addressed with a computer technician. If other devices are running slow please power cycle the router and see if that resolves the issue. If the devices are still running slow after power cycling, please run a speed test to determine where the speed is at.
In some cases, wireless interference could be causing the issue with slow internet speeds. Most routers primarily broadcast a 2.4 GHz frequency. Within that frequency there are multiple channels that your router chooses to sit on. If other routers within the area are using the same frequency it can cause a log jam within that certain channel. The way to remedy this situation is to offset the channel within your router to a non-congested channel. For further assistance with this please contact the manufacturer of the router.
In other cases, router location can also cause some wireless interference. Depending on where your router is located, there can be certain obstacles that are causing the wireless frequency to loose strength within the residence. Tin duct work within the home is the most common reason for poor wireless strength. The best way to remedy this issue is to make sure your router is located in a centralized location within the home to ensure optimal wireless strength.
Another reason why the internet service may be running slowly is bandwidth usage within the home. If there are multiple devices utilizing the service at the same time, and service is working slowly, there may not be enough bandwidth to supply the home.
If above all else you need assistance, please contact our office at 319-626-2211 and we can remotely check connections and South Slope equipment. If necessary, we can dispatch a technician.
Q: Can out of date firmware cause issues with my router?
A: Yes, your router’s firmware is the operating system that is designed to run on your particular router. Usually manufacturers release new firmware to either enhance certain features, or to resolve errors in previous versions. In most cases, the manufacturer is releasing this new firmware to improve performance and resolve security issues.
Q: How do I upgrade the firmware on my specific router?
A: Not every router has the same process of upgrading firmware. The easiest way to initiate the upgrade is to navigate to your router manufacturer’s website for in depth instructions on the process. Most of the time there will be an easy step by step process to follow for completion.
Q: Is there a way to check for internet service without my router in place?
A: Yes, this process can be broken down into steps.
- You will need to make sure that you have a device that has an Ethernet capable connection.
- The next step will be to transport that specific device to where your router is located.
- Once you have done that, you will need to disconnect the Ethernet cable that is connected to the internet enabled port on the router. This port will look slightly different from the rest, sometimes labeled internet, modem, or WAN.
- After disconnecting this cable from the router, connect it to your Ethernet capable device.
- After this is complete, open an internet browser and you will directed to a South Slope authentication screen where you will need to enter the credentials provided to you during your installation. This will then require you to restart your device.
- After the device restarts, you will then be able to access the internet service.
- If by chance the South Slope authentication page does not populate your screen, please restart the device and attempt to open a web browser again. If the authentication screen is still not populating please contact our business office at 319-626-2211
*If you would like to reconnect your router, please disconnect the Ethernet cable from your device and reconnect it to the internet port on your router.
Q: Why can’t I see my wireless network (SSID)?
A: There could be numerous reasons why you aren’t able to see your wireless network. The most common reason is a software or hardware issue within the router itself. Power cycling the router can sometimes resolve this issue. If your router is personally owned and power cycling doesn’t resolve the issue, the manufacturer of the router will need to be contacted for further support.
Q: Should I use a wireless or wired connection?
A: While wireless networking is very convenient, there can be many issues that go along with a wireless connection. A wired connection can give you the optimal connection you need without the worry of wireless interference. If there is an ability to have a wired connection, always use this instead of wireless networking.
Q: Why won’t my printer connect to my wireless router?
A: All printers are different. Since South Slope does not specialize in printers, the best possible way to remedy this issue is to contact the manufacturer of the printer for further assistance.
Q: Does South Slope troubleshoot personally owned routers?
A: No, South Slope is only responsible for providing the internet service to the residence. If you have a personally owned router it is your responsibility to maintain and troubleshoot issues related to the router. If you subscribe to our Managed WIFI product then you have unlimited technical support with the router that was provided by South Slope.
Q: Can I move my router anywhere in my residence?
A: No, the router needs to be connected to the internet coming into the home using a dedicated Ethernet connection and there may be only one or two areas in the home where that is. If you need to move your router or have additional Ethernet connections coming into your home, please contact our business office for details.
Q: What should I do if I am having email issues?
A: For any email related questions or issues please contact 1-855-626-2211
Q: Do you have data usage limits for the internet service you provide?
A: No, South Slope does not limit data usage of the internet service.
Q: How do I check the current download and upload speed I am receiving?
A: Please follow this link to our speed test website. This tool will provide you with a real time assessment of the service being provided to a hard-wired connection and to the router. If using this test wirelessly then speeds may vary depending on router function.
Q: Will I be provided a static or dynamic IP address?
A: We provide a dynamic IP address to each customer. If you have a need for a static connection please contact our business office at 319-626-2211.
Q: Do I have a shared connection with my neighbors?
Single family homes do not have a shared connection. You have a dedicated service line to your residence so you will not have any issues during peak times.
Q: Should I use a wireless or wired connection?
A: While wireless networking is very convenient, there can be many issues that go along with a wireless connection. A wired connection can give you the optimal connection you need without the worry of wireless interference. If there is an ability to have a wired connection, always use this instead of wireless networking.
Q: Why won’t my printer connect to my wireless router?
A: All printers are different. Since South Slope does not specialize in printers, the best possible way to remedy this issue is to contact the manufacturer of the printer for further assistance.
South Slope offers Internet plans that range in speeds from 10 Mbps Download / 1 Mbps Upload up to 1,000 Mbps Download / 100 Mbps Upload. Plans not available in all areas. Speeds may vary. Taxes, fees, and some restrictions apply. South Slope provides high-speed Internet services to all customers via fiber optic or copper cable, as determined by your location.
