Basic TROUBLESHOOTING

Fiber Troubleshooting

  • Verify the ONT (Optical Network Terminal, black box) is plugged into an outlet that has power. Check that the battery backup has power. Reset the GIF outlet that the battery backup is plugged into if this is an option.
  • Unplug all power to the router for about 20 seconds and then plug back in. Give the router several minutes to reboot and test to see if you can get online.
  • If you are still unable to get online try bypassing your router*. Take the Ethernet cord out of the router and plug it directly into your device and see if you have connection. If you are able to get a connection being hardwired that is telling us there is an issue with the router.

*Please note, if you have a static IP do not bypass the router.



Wi-Fi Troubleshooting

  • Move your router. Wi-Fi is radio waves, meaning your router broadcasts in all directions from a central location. If your router is in a far corner of your house, you’re covering a great deal of the outside world and not enough of your home. The closer you can put your router to the center of your coverage area, the better reception will be throughout your house.
  • Consider buying a more powerful router, because whatever you’re using isn’t powerful enough for your home. Alternatively, consider purchasing a wireless extender, which will extend the Wi-Fi signal in your home.
  • Try plugging your laptop into your modem directly, and see if the speeds are still slow, using a site like hebron.speedtest.net. If speeds are way down, the problem is likely with your Internet connection, not your router.
  • If the problem persists, your router might be dying, which sadly does happen.
  • First you should powercycle the router and see if you are able to connect.
  • If that does not work plug your laptop into the router directly using an Ethernet cable, and see if you can connect that way. If this works, your Wi-Fi is the problem. Check to see if the Wi-Fi light is on, on the router. If it isn’t, hold the Wi-Fi button down for 15 seconds and then release. The light should now come on. If it doesn’t there may be a problem with the router itself.
  • If you‘re still having a problem getting online try hardwiring your device to the Power over Ethernet/Power Supply which is bypassing your router. Take the Ethernet cable out of the router and plug it directly into your device. If you are able to get online this way this is telling us that the router is the issue.
  • Maybe it’s just a momentary problem. Try turning off the Wi-Fi on your device, then re-enabling it. Alternatively, unplugging the modem and plugging it back in 30 seconds later.
  • If that doesn’t help, or the problem re-occurs, consider deleting your current network from the list of saved networks on your device, then re-connecting again.
  • To do this access that connection and most times you will have an option that says forget network
  • If on Windows 10, search for “wifi troubleshooting” and open the result “Identify and repair network issues.” This will go through a series of diagnostics that may restore connectivity.
  • On MacOS, you can run Wireless Diagnostics. Hold the Options key and click the AirPort (Wi-Fi) icon on the menu bar. Find “Open Wireless Diagnostics” and then follow the on-screen instructions.
  • Last, should this all fail, try rebooting your device.
  • Is there some sort of pattern? For example, do connections drop whenever you use the microwave? It may sound weird, but some routers have trouble with this, especially on the 2.5GHz frequency, and especially if you’re using an older microwave with shield problems.
  • Other routers can interfere with yours, and if your neighbors are heavy Wi-Fi users at a particular time each day, this could be slowing you down.
  • It’s possible that your router reset itself. Do you see an unprotected network named after your brand of router? That might be your router. Plug into your router with an Ethernet cable, then use google to search setting up a wireless router to get everything properly configured again.
  • Some routers have the Wi-Fi password on the bottom, check there first.
  • If not, you can call into the help desk and they can walk you through getting the password off of your router if you can hardwire directly to it, or you can bring it into the office and we can get it off of the router for you.


DSL Troubleshooting

Check to make sure all cords are plugged in, with no damage to them, including any filters that may be installed.

DSL/ADSL light should always be solid green.
If the light is flashing try a new phone cord. If the DSL/ADSL light is still flashing, unplug the black power cord for 3 minutes, then plug the black power cord back in and wait 3 minutes. If the DSL/ADSL light is still flashing call help desk.

Internet light should always be green. This light can flash.
If the Internet light is red, unplug the black power cord for 3 minutes, then plug the black power cord back in and wait 3 minutes. If the Internet light is still red, call help desk.

If there is a separate router, try bypassing the router.
To bypass the router, plug an ethernet cord directly from a computer to the modem. Wait 3 minutes and then see if a webpage will open. If a webpage will still not open, call help desk.

If the router is not separate:
Make sure that the WLAN or WIFI light is lit up green. If the WLAN or WIFI light is not lit up, press and hold the WIFI button for 5 seconds or until the WLAN or WIFI light turns on. The WIFI or WLAN light can flash. If this light is on, but there is still no connection, call help desk.



Line Testing

The NID should be used to test your line and/or phones if there is a problem with your telephone service. It is usually located on the outside of your home near the power meter. By plugging your phone(s) into the jack at the NID, you are testing the lines and telephone before the service enters your home.

Open the NID by unscrewing and removing the cover fastener. (Make sure that all phones are unplugged from inside your home.) Unplug the modular cord from the jack inside the telephone.

If the problem is still present after testing each phone, the cause of the problem may be in the telephone line. Contact NITCO and report the problem. If the phone works and the problem is not present, the cause could be either in your inside wiring, jacks, or telephone(s). Charges may apply if you do not subscribe to service protection plans. Once you have completed the testing at the NID, reconnect the modular plug and close the cover.



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