Troubleshooting Tips

  • Check to make sure all your cables are secure. Typically, there is a green LED that will light on the network card when the CAT5 cable is connected to the card and the modem or router. If there is no indication that there is a link you may have a bad cable or corrupted configuration of your network card. Replace the cable and try reinstalling your network card if applicable. (Network card installation may require assistance of a computer technician)
     
  • You should also check the power supply that is attached to the incoming coax cable. It may be located near your STARNET modem or it may also be located where the cable enters the residence. Most times this would be in the basement. It is not uncommon for customers to have the power supplies become disconnected for whatever reason. There is a service charge if the STARNET technicians determine an unplugged power supply was to blame and they were dispatched to your residence.
     
  • Next, try power cycling (turning off, then on) your modem. Then try your internet connection again. The lights on the modem that you should see lit are, POWER, SYNC, READY, LAN. The TEST light should blink. The downstream and upstream lights will vary. 
     
  • If that doesn't work and you have a router you should try power cycling that as well. You should also check to make sure that your router still contains it's IP configuration information. Check your documentation that came with your router on how to check for that information.
     
  • Calling Tech Support at 1-888-782-7020 should be your next option. 

 

  • DO NOT let anyone change your IP address. This is assigned by STARNET and if changed your connection will not operate correctly.
FOR ALL EMAIL TROUBLESHOOTING CALL        
 1-888-782-7020