• Refresh Browser
• Connecting a router
  • DSL service
  • Fiber-optic service
• Speed issues

If you are unable to connect to the internet or access the web:

1. Verify that the cable coming from the wall to your DSL modem/router/computer is securely plugged in.

   Note:

   Verify that all other cables are sercurely connected to your High Speed Internet equipment (i.e., DSL modem, wired/wireless router, etc.)

2. Power cycle your High Speed Internet equipment:
   • Power cycle your computer/laptop.
   • DSL customers:
     • If you have DSL filters make sure all phones, fax machines, cable/satellite boxes, and alarms have a filter. The DSL line coming from the wall to your DSL modem should NOT have a filter on it. If you do NOT have DSL filters, proceed to the next bulleted step.
     • Directly connected to DSL modem:
       1. Power cycle your DSL modem. Turn OFF the power to this device.
       2. Wait 10 seconds and then turn it back on.
• Connected using DSL modem and a wired or wireless router:
  1. Power cycle your DSL modem.Turn OFF the power to this device.
  2. Power cycle your router. Turn OFF the power to this device.
  3. Wait 10 seconds and then both devices back on.

     Note:

     Follow this sequence when turning ON the power – DSL modem, router and then your computer.

• Broadband fiber customers:
  • Directly connected to Ethernet jack on the wall: Proceed to step #3.
  • Connected using a wired or wireless router:
    1. Power cycle your router. Turn OFF the power to this device.
    2. Wait 10 seconds and then turn the router back on.
3. Disable any firewall/security software - Norton firewall, Norton Security, McAfee, Zone Alarm, etc.
4. Once you have completed steps #1-3 retest your Internet connection.

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If you are having speed issues:

1. Power cycle your High Speed Internet equipment
• Power cycle your computer/laptop.
• DSL service:
• Directly connected to DSL modem:
1. Power cycle your DSL modem. Turn OFF the power to this device.
2. Wait 10 seconds and then turn it back on.
• Connected using DSL modem and a wired or wireless router:
  1. Power cycle your DSL modem.Turn OFF the power to this device.
  2. Power cycle your router. Turn OFF the power to this device.
  3. Wait 10 seconds and then both devices back on.

     Note:

     Follow this sequence when turning ON the power to these devices – DSL modem, router and then your computer.

• Fiber-optic service:
• Directly connected to Ethernet jack on the wall: Proceed to step #3.
• Connected using a wired or wireless router:
  1. Power cycle your router. Turn OFF the power to this device.
  2. Wait 10 seconds and then turn the router back on.
2. Close any unnecessary applications (i.e., e-mail applications, word processors, games, etc.).
3. Check your computer statistics for applications running, CPU load, and memory usage. If using Windows operating system check the task manager. Mac users check the activity monitor.
4. Check your computer for viruses/spyware.

   IMPORTANT:

   Don't have anti-virus? Click here for FREE anti-virus software offered by SureWest!

5. Check your SureWest bill to verify which Internet speed package you are subscribed to.
6. Run a speed test at http://speedtest.surewest.net and keep a note of the test results.

   Note:

   If the speed test is significantly slow then remove any wired or wireless router before running a speed test. A wired or wireless router will reduce your internet speeds (10% - 20% estimate) depending on the condition/model of your equipment.

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If you are installing a personal router (DSL service):

1. Turn off the power on your computer, router and/or DSL modem.
2. Securely connect an end of an Ethernet cable to your computer, as shown.
3. Securely connect the other end to any of the router’s four LAN ports.
4. Connect a second Ethernet cable from the router’s single WAN/Internet port to the SureWest DSL modem.
5. Follow this sequence when turning ON the power – DSL modem, Router and then your computer.

Router setup for DSL connection

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If you are installing a personal router (Fiber-optic service):

1. Turn off the power on your computer, router.
2. Securely connect an end of an Ethernet cable to your computer.
3. Securely connect the other end to any of the router’s four LAN ports.
4. Connect a second Ethernet cable from the router’s single WAN/Internet port to the data wall jack.
5. Follow this sequence when turning ON the power – Router and then your computer.

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Refresh Browser

If webpages do not display, refresh your browser:

1. Close, then reopen the browser.
2. Check Internet Options settings from the toolbar:
   1. Click Tools, then Internet Options. 
   2. Click Delete Cookies and Clear History.
   3. From the Privacy tab, set security to Medium.
   4. From the Connections tab, uncheck Proxy Server checkbox.
   5. On the Advanced tab, click Restore Defaults button on lower right.
   6. Close the browser and reopen it.

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