MooseBytes Broadband Internet
We Provide Local Technical Support
Any Time, Day or Night.
To help ensure a positive customer experience we have provided a list of things to be aware of when connecting to the Internet as well as some trouble shooting techniques for issues with a home/small office network.
We want to make sure that our customers are aware of the steps that should be taken when preparing your computer to connect to the Internet. It is important to keep your Windows updates current. To do this, go to your Internet browser, choose tools, then Windows update. Even though MooseBytes's connection is encrypted, and has it's own firewall, every individual connecting to the Internet should have an anti-virus program as well as anti-spy ware software installed on their personal system. Below are links to recommended pages offering free software to install on your computer.
Troubleshooting | Unable to get Online - [Printable Version]
Please review all items included in the below list prior to contacting the technical department regarding any service interruptions experienced. We appreciate your cooperation in ensuring the below troubleshooting items have been observed as it will greatly help out our technical department in assisting you in the most effective and efficient manner.
- Check Other Websites - Make sure the issue is the Internet connection and not an issue with the opening website. Go to other websites you don't normally visit to see if you are experiencing the same problem.
- Reboot Your Computer - Go to the Start menu and choose shut down. Turn your computer off completely, wait for 30 seconds and turn back on. Attempt to get online.
- Make Sure Power is Being Supplied to the Installed Equipment - A flat black cable about 4 inches long will be either connected directly into the back of your computer or into your router. From that point there will be a small junction connected to a skinny black cable continuing to a larger square black base plugged into a nearby outlet. This POE (Power Over Ethernet) cable supplies power to our equipment outside. If there is a power outage or the POE has been unplugged you will lose connection to the Internet. Make sure the POE is securely plugged into the designated outlet. On most POEs a green/yellow light should be visibly glowing indicating it is receiving power from the outlet.
- Power Cycle Your Router and POE - Leave your computer turned on. Locate your router and POE and unplug them from their power sources. Wait for 30 seconds then plug the POE back into the outlet. Wait for 1 to 2 minutes then plug the router back into the outlet. If you do not have a router then follow the above directions for the POE only, then attempt to get online.
- Enable DHCP - Log into your router. Go to the tab labeled 'WAN' or 'Internet'. Go to the settings options. Change your settings from 'Static' or 'Assigned' to 'Dynamic' or 'DHCP'. Depending on the make and model of your router your choices may vary. Make the change and 'Save' or 'Commit' changes to your settings. Consult your router manual for more information.
- Reboot Router - Push and hold in the inset button labeled 'Reset' on your router while it is unplugged from the AIR-PIPE connection. Hold for 30 seconds then release. Plug the AIR-PIPE connection back into the router.
- Run a Speed Test - If you are concerned about whether you are receiving the correct speed for the package you subscribed to, you can test it online. There are many speed test websites available like SPEEDTEST.NET where you can verify your transfer speed FREE of charge. Make sure you are the only individual online at your location while running a speedtest as additional connections and applications running will affect the results of the speedtest. Also make sure to spread out testing over time for the most accurate results as running multiple tests back-to-back can give false readings.
- Check for Obstructions - Due to natural causes outside of our control, the equipment originally installed at your home or business could become obstructed and/or the signal could need an adjustment. Naturally occurring obstructions include but are not limited to: tree growth, water level changes, strong winds and snow buildup or snow fall. We suggest you maintain awareness of the natural surroundings located around installation of our service and take the necessary maintenance steps to ensure an open, clear view from our installed equipment to the tower/relay point. Service calls requested for any event other than MooseBytes equipment failure will result in a maintenance call fee. Please review your MooseBytes Connectivity Agreement for additional information.
If you are a MooseBytes customer and are still experiencing issues after having gone through the above steps, please do not hesitate to call our technical department at 509 892-2482. Our technical support department is available 24/7. If you call after regular business hours, please leave a message in the tech support voicemail box and a technician will respond to your call within the next twenty minutes.
Visit Forms for a printable version of the Troubleshooting Checklist.