If you’re having problems connecting or staying connected to Catalina Broadband Solutions Internet service or the wireless gateway, there are some solutions you can try.
If you haven’t already checked for reported outages, be sure to do that before trying any fixes yourself.
Please note: If your cable service is out, your high-speed Internet service will be out as well.
Check the power, connections, and installation status
- Make sure the plugs for the devices haven’t come loose, the outlets are working, and a fuse hasn’t blown.
- Check that all the connections are secure.
- Try to access more than one website to be sure that the problem is not related to a specific site.
- Confirm that your account is up to date on payments. Late payments can cause an interruption of service.
- If you were recently installing software, make sure the installation successfully finished.
- If you have not been keeping your computer’s software up-to-date, check for and install any recommended updates.
If the problem continues, look for the scenario below that best matches your situation to find appropriate troubleshooting tips.
Internet isn’t working on multiple computers
First, reboot your network devices:
- Shut down your computer.
- Turn off your modem and unplug it from the power outlet.
- Turn off the wireless router by pressing the power button in the back.
- Plug the modem in and turn it on. Wait two minutes for it to completely restart before moving on to Step 5.
- Turn on the wireless router. Wait two minutes for it to completely restart before moving on to Step 6.
- Turn on the computer.
If this doesn’t restore your connection, try connecting your computer directly to your modem:
- Unplug your modem.
- Wait one minute, then plug it back in.
- If you can connect to the Internet, turn off your modem and computer, and reconnect your router.
Release and renew your IP address
In some cases, releasing and renewing your IP address can fix an Internet connectivity issue.
Security Settings
Ensure all wireless devices have the same settings.
- SSID: this is case sensitive.
- Channel: the wireless channels are 1 to 11.
- Mode: the wireless mode should be set to either ad hoc or infrastructure.
- Encryption: you have these options for encryption:
- Don’t use any
- Use WEP
- Use WPA
- Enable wireless access point
- If Access Control List (ACL) is enabled on your router, make sure the MAC address of the wireless adapter is included in that list.
- When configuring a router:
- The user name must include a whole address like testaccount@catalinabb.net – NOT just “testaccount”.
- After making changes, click Apply.
- If you’ve enabled security, disable it by setting encryption to None. Then try connecting again.
Connectivity issues with the Wireless Gateway
TKIP and AES security modes are the default encryption methods for the Wireless Gateway. If your Wireless Gateway was set up with an Open or WEP encryption, you’ll need to remove the network profile from your wireless device and reconnect (using your network password or the default password found on a white label on the bottom of your device).
Find your operating system below and follow the directions to remove the network profile and reconnect.
Windows 7
- Click the Start button then open Control Panel.
- Click Network and Sharing Center.
- Click Manage wireless networks.
- Select the SSID of the Wireless Gateway.
- Right click and select Remove network.
- Accept the confirmation when prompted. This will remove the network completely from Windows.
- To reconnect to the wireless network, click the Network tray icon in the tool bar.
- Select the SSID and click Connect.
- Enter your previous password then click OK. If this password fails, type the default password found on the label on the bottom of the device.
Mac OS
- Click the Apple icon in the tool bar and select System Preferences.
- Click Network in the Internet & Wireless section.
- Select AirPort.
- Click the Advanced button.
- Select the AirPort tab.
- Select the Wireless Gateway network name in the Preferred Networks window.Click – (the minus sign).
- Hit OK to delete.
- Reconnect to the wireless network by clicking on the AirPort icon in the tool bar.
- Select the Wireless Gateway SSID.
- Enter your password and click OK. If this password fails, type the default password found on the label on the bottom of the device.
iOS
- Select Settings > Wi-Fi.
- Select the Wireless Gateway SSID you want to delete.
- Click on the forward arrow button.
- Select Forget this network to remove the network profile.
- Reconnect to the wireless network by selecting Settings > Wi-Fi.
- Select the Wireless Gateway SSID.
- Enter your password and click OK. If this password fails, type the default password found on the label on the bottom of the device.
If you’ve tried these fixes and your service is still out, please contact us.
