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Technical Support Guide

Try these simple steps to troubleshoot common connectivity issues

Still need help? 

Contact our support team at 888-683-4887

1

Reboot

Your Router

Wait a minimum of 60 seconds and plug the device back in

2

Restart & Update

Your Device

Close any unnecessary tab/windows or apps. Check for any software updates

3

Directly Connect

Your Computer

Bypass your router and use

an ethernet cable (Cat 5 or higher) to directly connect your computer without using WiFi

4

Perform a

Speed Test

How to troubleshoot:

How to reboot your router


POWER CYCLE your wireless router by unplugging the power. Wait a minimum of 60 seconds and plug the device back in. NOTE: If the router is plugged into a power strip, power cycle the router itself -not the power strip.




Slow computer


1. RESTART. The first step in troubleshooting a slow computer is a restart which can often fix less serious issues that are slowing down your computer's speed. 2. CHECK FOR UPDATES to programs that you use often, such as a web browser, as well as to the operating system that your computer runs. 3. CLOSE APPS AND TABS. Close out any unnecessary browser tabs/windows and quit any unnecessary apps as they may use excessive bandwidth.




Slow connection


Several factors may affect the speed of your internet connection including: 1. RESTART. The first step in troubleshooting a slow computer is a restart which can often fix less serious issues that are slowing down your computer's speed. 2. CHECK FOR UPDATES to programs that you use often, such as a web browser, as well as to the operating system that your computer runs. 3. CLOSE APPS AND TABS. Close out any unnecessary browser tabs/windows and quit any unnecessary apps as they may use excessive bandwidth. 4. Disconnect any other devices not in use. 5. NETWORK TRAFFIC. You may experience what seems like a slower connection when your internet usage increases due to download of large files or multiple users on your home network accessing the internet connection.
6. Viruses often slow your computer’s performances as they demand processing power and use Internet resources because they often send out massive amounts of information over your Internet connection.
7. SPYWARE, like viruses, often slows your computer’s performances because they demand processing power and use Internet resources.




How to perform a proper speed test


Wired Speed Test: For an accurate speed test you must bypass the router and directly connect your computer with an ethernet cable (Cat 5 or higher) to the ethernet wall outlet. Then go to https://aerux.dualstack.speedtestcustom.com to perform a speedtest. NOTE: A speed test performed without the cable connection (using wifi connection only) will typically result in an inaccurate result.




Where to place your router


1. Place your router in a CENTRAL location of the home (not the basement or attic) 2. Do not hide the Wi-Fi router in a corner or on the floor 3. Adjust the antennae (if applicable) 4. Avoid electronic items/appliances and other devices that use radio signals to communicate as these devices will crowd the channel and compete with your broadband connection. Anything that has metal, such as metal walls, doors, or furniture can greatly diminish or completely terminate the WiFi signal. Brick or cement may also interfere with your WiFi signal.




When your router is defective


Aerux Broadband supplies the bandwidth that is accessible via the ethernet cable outlet inside the home/building. Aerux does NOT provide or maintain the router that supplies WiFi accessibility to the end-user. The customer must supply their own wireless router at the time of installation. The customer is responsible for the maintenance and/or replacement of their router when needed. INSPECT YOUR ROUTER: If your router is more than 3 years old, you should definitely think about replacing it because over time, heat can damage the internal components, which may explain symptoms like intermittent outages or slow performance A new router can speed up your internet to ensure you are receiving optimal bandwidth according to your current internet service plan.