Angela was ready to start her typical Friday evening– a glass of wine and Netflix on Demand. After letting the wine breath a bit, she poured a glass, grabbed her Universal Remote and selected Netflix on Demand. Unfortunately for Angela, her TV screen only gave her a “Connecting…..” message and nothing else. She thought she would just wait it out and see if Netflix would connect, so she grabbed her iPad and started surfing the Internet. Unfortunately, when no web pages would open on her iPad Angela began to realize there might be a bigger problem to deal with than she anticipated. It was Friday night and Angela’s internet was down– what was she to do?
At Technospeak, we see and hear about this issue frequently. As we become more reliant on the Internet for new content, whether it be MSN.con, at Netflix Movie or Pandora, it becomes that much more painful when our Internet is down. Thus, we at Technospeak feel that a bit of Network knowledge and troubleshooting tips are in order for our customers.
First of all, when you sign up for Internet service, the Internet Service Providers’ (ISP) agreement to you is 1 active Network Jack that comes in the form of a Modem. That may vary a bit if your ISP uses a combination modem and router, but generally this is the case. So most of us have more than 1 device to connect to the internet– correct? So what do we do in this case? The answer is called a Router.
The function of a Router is to assign a network address (called an IP address) to each device on your network and then send and receive data from the 1 active Network jack you pay for each month and spread it across all other Network connected devices. There are usually 3-4 additional network jacks on the router for you to plug your networked devices into. If you need more jacks than the router provides, you can always add network switches.
When an application such as Netflix on Demand fails to connect to the internet, it is usually because the equipment the Netflix on Demand app. resides on has lost it’s network address and therefore it’s internet connection. Many times this can be fixed by simply unplugging the router from the wall, waiting 30 seconds, and then plugging the router back in.
Sometimes however, the cause of the failure on the Netflix Demand App is not because the equipment has lost its network address. Sometimes there is an interruption in network service from the ISP. When the service from the ISP comes back online, your modem may not have recognized that and continues to remain offline. In this case, if you unplug the modem from the wall, wait 30 seconds like you did for the router and then plug the modem back in, your service will come back online.
Now comes the tricky part. There is a certain order the router and modem must be plugged back in. If this order is not followed, you will cause a third scenario of failed internet connection which is even harder to diagnose. To make sure you make things better rather than worse, we suggest doing the following:
- Unplug all modem, routers, access points, range expanders and other devices that extend your wireless network in any order you chose
- Unplug the device with network connection issue
- Plug back in the modem only and wait 30 seconds
- Plug back in the Router only, and wait 60 seconds
- Plug back in all Access Points, Range Expanders and other devices that extend your wireless network and wait 60 seconds
- Plug back in the device with the network connection issue
Angela called us late Friday evening, so it was after our normal serice call hours. However, with these simple steps, we were able to provide Angela a service call over the phone and get her back to her wine and Netfllix in a matter of minutes.
Not sure you can handle resetting your network on your own or want to know more about your network? Give Technospeak a call today at (855) TECHSPK (855-832-4775) and find out more about how we can help.