TECHNICAL SUPPORT

INTERNET CONNECTION TROUBLESHOOTING

My internet connection is not working.

 

If your internet connection appears to be completely down, please follow these steps:

  1. Verify all of the connections to your radio's power injector.  Be sure to check for loose or damaged power or Ethernet cables.

  2. If everything in Step 1 appears to be securely and properly connected, power cycle your radio.  Simply unplug your power injector from the electrical outlet, wait 15 seconds, and plug it back in.  Please be aware that your radio can take several minutes to fully boot back up.

  3. If your internet connection is still not working, power cycle your home router.  Simply unplug your router from the electrical outlet, wait 15 seconds, and plug it back in.  Your router can take several minutes to fully boot back up.

  4. Verify your radio has not been damaged or misaligned by severe weather or some other unusual circumstance.  If your radio appears to be visibly damaged or if it is not securely attached to your home or business, we will need to dispatch a technician to repair the installation.

  5. Call or text technical support at 918.332.7570 if these steps do not remedy your connection issue. A local, friendly technician will be happy to assist you.  Technical support is available via voice and text on Monday - Friday from 9:00 AM - 9:00 PM, and on Saturday and Sunday from 12:00 PM - 9:00 PM.

My internet connection is slow.

 

If your internet connection "feels slow", there can be multiple causes for this behavior.  Wake Wireless can only control the quality of the wireless connection between your CPE radio and our tower.

 

If the device you are experiencing the connection issue from is connected to your home or office Wi-Fi, that is a connection issue outside of our control.  Please keep the following tips and recommendations in mind with regard to your home or office Wi-Fi:

  • When possible, it is better to use a physical Category 5e/6 Ethernet cable to directly connect your router and your internet-connected devices.​

  • Ensure your Wi-Fi access point (typically your home or small office router) is placed in an unobstructed and elevated area.

  • Wi-Fi is susceptible to significant interference from microwave ovens, cordless phones, baby monitors, and other Wi-Fi access points.

  • Water, concrete, metal, and dense lumber can impede communications between your Wi-Fi access point and your Wi-Fi connected device(s).  If a Wi-Fi signal has to pass through too many of these materials, you will likely experience connection problems.

  • If you live in an apartment complex or a densely populated neighborhood, your Wi-Fi must compete for the same airspace as your neighbors' Wi-Fi.  In fact, neighboring Wi-Fi access points are the most common source of interference in this type of environment.  This will cause your internet speed to "feel slow" and unresponsive.  The best way to combat this issue is to use a modern Wi-Fi router and devices that support the latest Wi-Fi standards (802.11ac or 802.11ax).

  • Home and small office Wi-Fi access points are not designed to operate over long distances.  Depending on the size of your home or business, you may need to increase the number of Wi-Fi access points to ensure adequate coverage for your device(s).  If this is not possible, move your device closer to your Wi-Fi access point or move your access point to a room that is closer to your device(s).

  • The Wi-Fi antenna in your laptop, cell phone, video streaming device, or game console is far less powerful than the antenna on your Wi-Fi access point.  This is why it is critical to keep distance in mind.  If your device is too far away from an access point, it may appear to be connected, but you will likely experience connectivity problems.

An internet speed test indicates my internet service is slower than my service subscription.

Internet speed tests, such as the one offered by Ookla at speedtest.net, are great troubleshooting tools!  However, they are not always entirely accurate.  To ensure the accuracy of your speed test run it from a device that is physically connected to your home or office router (e.g., a desktop or laptop computer with a physical Ethernet port).

If you must perform the test from a mobile device, keep these tips in mind:

  • The distance and materials between your Wi-Fi access point and your mobile device will directly impact your results.

  • Before performing a speed test from a smartphone, verify it is connected to your home or office Wi-Fi before you begin the test.  Otherwise, you are testing the speed of your cellular service network--not your home or business internet service provider (i.e., Wake Wireless).

  • Your speed test results are directly dependent on the quality of your internet connection AND the internet connection of the provider that hosts the speed test server.  Wake Wireless recommends that you test your connection against at least two different speed test servers.  For example, if you are using the Ookla Speedtest, we recommend you test with the available Bixby, OKC, and/or KC servers.  Connecting to a speed test server that is too far away (e.g., Seattle or Washington D.C.) or over-utilized will yield inaccurate results.

If you are still concerned that your internet connection is performing at a rate below your service subscription, our technical support staff will be happy to look into your issue.

FREQUENTLY ASKED QUESTIONS

What is fixed-wireless internet?

Fixed-wireless is a broadband internet service that utilizes licensed and unlicensed radio-frequency (RF) spectrum in the 900MHz, 2.4 GHz, 3 GHz, 5 GHz, 11 GHz, 24 GHz, and 60 GHz ranges.  This technology platform is designed to operate over distances that make it a perfect medium for connecting rural areas that have limited or no access to broadband internet.  Because fixed-wireless internet uses terrestrial (Earth-based) radios, it is not susceptible to the latency and jitter limitations of satellite internet.  It also operates during heavy rainfall.

What is line-of-sight (LOS)?

Line-of-sight (LOS) is a technical term that refers to an unobstructed path, or view, between your home or business and one of our service towers.  Fixed-wireless technology requires LOS for the best possible connection and quality of service (QoS).  Large buildings, tall trees, hills, and valleys ultimately determine LOS.  If you live or operate a business in an area where one of our LOS service plans is unavailable, we may be able to provide a non-line-of-sight (NLOS) service subscription.  Our service technician will make this determination at the time of your installation.

What is Quality of Service (QoS)?

Quality of Service (QoS) is a technical term that refers to the ability to reserve network resources for high availability applications, users, and data flows to guarantee a certain level of performance.  Voice, IPTV, and online gaming services require QoS parameters that ensure minimum bit rates and acceptable levels of latency, jitter, and packet loss to operate correctly.  Our network is designed with QoS in mind.  Even during our busiest times, voice applications, streaming services (e.g., Netflix, Hulu, Amazon Prime), and online games will perform flawlessly.

I live outside of your coverage area.  When or how can I get service?

We are always researching ways to improve and expand our service footprint, and we would love to make you the newest member of the Wake Wireless family!  Please complete our service request form, and tell your friends and family about us.  We use this service request data to determine which markets are ripe for our next expansion.  By completing this form, you will also be one of the first to know when are ready to offer broadband internet service in your area.

 
 
 

Call us today! 918.335.WAKE (9253)

We are here to assist. Contact us by phone or via our social media channels.

© 2020, AWC LLC

  • Black Facebook Icon
  • Black Twitter Icon

Proudly created with wix.com