TECHNICAL SUPPORT

INTERNET TROUBLESHOOTING

  • Verify that your computer’s wireless is ‘turned on’ or your Wi-Fi USB adapter is securely plugged in
  • Attempt to reconnect to your Wi-Fi network, and/or verify all network cables to router are securely connected
  • If unresolved, you may need to ‘remove’ your current Wi-Fi network from the ‘preconfigured’ or ‘saved’ networks
  • Attempt to reconnect to your Wi-Fi network, verify your Wi-Fi password and security type are correct
  • If unresolved, power-cycle† your Wi-Fi router, then wait 5 minutes and attempt to reconnect to your Wi-Fi network
  • If unresolved, bring your computer and router In-House and we can assist you with connecting to the Wi-Fi

  • Power-cycle† WiFi router, wait 5 minutes and then test connection
  • If unresolved, power-cycle† Outdoor Radio (via POE injector), wait 5 minutes and then test connection
  • If unresolved, verify cables connections (see photos below for POE injector and Wi-Fi router)
  • If unresolved, call CyberNet1 at (406)363-2183, be ready to provide the name on your account and a description of the problem. Our frontdesk staff will create a service request ticket, and at the first opportunity, a technician will test connectivity to the outside radio. If an on-site inspection is required, the technician will call to make arrangements.*

  • Call the office to have a technician verify radio signal and service quality. If possible, please provide recent results, including the time of day, from speedtest.net. If the radio signal or quality are poor, a technician will call to schedule a time to meet on-site for a service call.
  • Many service problems are often related to internal wireless routers, local interference, multiple high-usage devices, or other internal equipment failures (cables, cable terminations, switches, routers, power injectors, Ethernet ports, virus infected computers, et cetera).
  • If our technician determines that the outside radio’s signal and quality are within normal operating levels and performs as expected, then there may be an internal network issue present.* In this case, please call (406) 363-2183 to have a technician scheduled to meet you on-site.
  • Computer-related issues are to be addressed by our in-shop computer technician at an hourly rate of $65.
  • If necessary, we can remote into your computer and perform minor repairs, or have our computer technician scheduled to meet you for an on-site service call at an hourly rate of $80.
  • An adult that is authorized to make changes to the account or building infrastructure must be present for the duration of any on-site service call.
  • Please note that any signal or alignment issue that is not related to equipment failure may result in a service charge. This includes, but is not limited to: new obstructions to Line of Sight, physical contact or damage by humans and animals, icefall, severe weather, etc.

Please feel free to call the office to follow-up on the status of your service ticket.

All service calls are handled on a First-Come-First-Served basis.
Expedited Service** is dependent upon technician availability.

We do not support out of network routers. If there is ever an issue it would severely limit our ability to diagnose and resolve the issue. We would only be able to confirm whether a signal is getting to the radio dish, but no further than that. Any internal network interference would be very difficult to diagnose and resolve. Any house calls would be charged $80 an hour to resolve whereas with our managed router any house calls would be free (barring any damage brought about by negligence of the customer).

If you have our internet service and have our managed Calix router we can provide, as needed, a Wifi Mesh solution if needed. It improves coverage throughout the home to get around dense objects like metal or stone. If you have this problem please call us and we can schedule a house call to see if this is right for you.

Think of WiFi as a sound wave. If you put your speaker in another room or behind a piece of furniture it will sound muffled. The same is true of wifi. Muffle it’s “voice” and the devices will have trouble hearing it.

Consider that every wifi device is speaking as well as hearing. Remember the last time you were in a noisy dinner party where everyone was talking but no one was listening. To reduce Internal Wifi Interference connect your device to the back of the router with an ethernet cable and keep the number of devices connecting wirelessly to the router to a minimum.

Tell us. We don’t know it’s not working until you tell us. You can call us at 363-2183 extension 2 or you can contact us through our website on the Contact Us form. You can also submit your own ticket through the Customer Portal https://customercare.grizzlybb.com/

Has the account been delinquent or been on vacation hold?

Yes. Try power cycling the router.

No.  See following:

  • Is this happening on one or more devices?
    • One Device
      • Try fully unplugging/Turning the device fully on and off again
      • Check for airplane mode, ensure Wi-Fi is turned on
    • Multiple Devices
      • Does your router and POE have lights on it?
        • Yes.
          • Try unplugging and replugging the router and POE(See pictures)
          • Verify the cables are as the diagram below shows.
          • If you still have no internet, Please call our technical support line (406) 363-2183
        • No
          • Check that the router and POE(See pictures) are plugged in correctly
          • If device is plugged in and still no lights, Try another outlet and check the breaker
          • If you still have no internet, Please call our technical support line (406) 363-2183

  • Is it on one device? Try power cycle or unplug the device
  • Multiple devices? Power cycle the router
  • I have added a new device or printer?
    • Is it a computer and is it updating
    • Is it a printer and is the Direct to Print is off
    • Other Device – unplug and test
  • No Lights (Router and/or POE)
    • Try another power outlet/surge protector. Check breakers.

† When power-cycling, please do not unplug any Ethernet cables as a charge may be assessed for any service call resulting from mismatched or poorly connected cables.

* Internal network & computer-related issues may result in a service charge at an hourly rate of $75.

** Expedited Service is charged at an hourly rate of $75 with a one-hour minimum, regardless of the cause.