Troubleshooting
Check the Radio Dish
Locate your radio dish outside. From a safe place, look to see if there are no visible signs of storm or wind damage. (Your radio dish could be mounted directly on your roof or on a pole nearby.)
1. Your radio dish should be oriented upright and appear as shown in the photo.
If your dish or pole is leaning, contact Customer Service for support.
Check for Power
Make sure all of your Aristotle devices are plugged into a working electrical outlet. Check to make sure both the Wi-Fi Router and the black power box (sometimes called a "PoE") are plugged into a wall outlet (or power strip.)
1. If your Wi-Fi Router (white box) is not receiving power, there will be no lights visible on the back.
2. Locate the thin, white power cable and follow it from your Wi-Fi Router to your wall outlet.
3. Make sure the white power adaptor is plugged into a working wall outlet (or power strip.)
4. If your power box (sometimes called a "PoE") is not receiving power, there will be no lights visible on the front.
NOTE: Your power box might appear slightly different from the photo.
5. Locate the thin, black power cable and follow it from the power box to your wall outlet.
NOTE: Your power box might appear slightly different from the photo.
6. Make sure the black power adaptor is plugged into a working wall outlet (or power strip.)
7. With both adaptors plugged into a working outlet, your Aristotle devices should all be receiving power and displaying green lights.
8. Using a power strip? Double check to make sure it wasn't accidentally switched off (or hasn't blown a fuse.)
Check Your Cables
Make sure all of the wires connecting your devices are secure and that none of the plugs have become loose.
1. Make sure the black cable coming from your radio dish outside is connected to the small black power box (sometimes called a "PoE.")
NOTE: Your power box might appear slightly different from the photo.
2. Make sure the power box is plugged directly into the back of the Wi-Fi Router below the globe icon.
3. Make sure a white cable connects one of the LAN ports on your Wi-Fi Router to your computer's LAN port. (Either the #1 or #2 port of the Wi-Fi Router is acceptable.)
Your Wi-Fi Router should display a green light after checking power and cables.
Reboot Your Radio
Still can't connect to the Internet? Try these easy steps to reboot the radio dish at your location.
1. Locate the small black power box (sometimes called a "POE.)
Follow the thin cable from the power box to where it plugs into your wall outlet (or power strip).
NOTE: Your power box might appear slightly different from the photo.
2. Unplug the black AC adaptor from the outlet.
3. Wait 30 seconds for the radio dish to reboot.
Then, plug the AC adaptor back into your power outlet.
4. Watch for a green light to appear on the power box.
Within ten minutes, the radio should find a new connection, and your Internet should be restored.
NOTE: Your power box might appear slightly different from the photo.
Reboot Your Router
If you tried the above steps and still can't connect to the Internet, try rebooting the Wi-Fi Router with these easy steps below.
NOTE: Have a tall gray "GigaSpire" Wi-Fi router? Please contact Customer Service for instructions.
1. Locate your Wi-Fi Router (white box with "BLAST" logo on the top.)
Follow the thin white cable from the Wi-Fi Router to where it plugs into your wall outlet (or power strip).
2. Unplug the white AC adaptor from the outlet.
3. Wait 30 seconds for the Wi-Fi Router to reboot.
Then, plug the AC adaptor back into your power outlet.
4. Watch for a green light to appear on the back of the white Wi-Fi Router.
Within ten minutes, the Wi-Fi Router should find a new connection, and your internet should be restored.
If the Wi-Fi Router still displays a red light after rebooting, contact Customer Service for support.
IMPORTANT: To avoid a service fee, make sure not to push the "factory reset" pinhole button on the back of your Wi-Fi Router!
Wi-Fi Indicator Lights
The light on the back of your white Wi-Fi Router may indicate what is causing your Internet troubles. Read about what each color means to help troubleshoot your Internet issues.
Solid Green Light – Working Correctly
Your white Wi-Fi Router should be working. Try to connect to Wi-Fi using a mobile device (like a smart phone, tablet, or laptop).
Contact Tech Support if you need help with that process.
No Lights – Not Receiving Power
If you see no lights at all on the back of your white Wi-Fi Router, check power connections using the steps above.
If you still need assistance, contact our Tech Support Team.
Blinking Yellow Light – Still Restarting
If your white Wi-Fi Router is still rebooting, wait 5-10 Minutes. The light should eventually change green.
If you still need assistance, contact our Tech Support Team.
Blinking Red Light – Failed to Restart
If your white Wi-Fi Router fails to restart, contact our Tech Support Team.
Solid Red Light – Not Receiving Signal
If your white Wi-Fi Router is not receiving an Internet signal from the radio dish outside, check the cabling between the router and the black power box using the steps above.
If you still need assistance, contact our Tech Support Team.
MORE TROUBLESHOOTING FAQs
What do I do if I can’t connect to the Internet?
Having troubles connecting to the Internet? Many technical issues can be remedied with a quick visit to our Troubleshooting page!
TIP: If you have Internet access on your mobile phone, check Aristotle's Facebook page for outage reports.
IMPORTANT: To avoid a service fee, make sure not to push the "factory reset" pinhole button on the back of your "GigaSpire BLAST" Wi-Fi Router! A service visit will be required to restore your Internet service.
What if my Internet seems slow?
Computer slowness can occur for a number of reasons, including the following:
Viruses
Check your computer for viruses. Using programs like Malwarebytes and Spybot will detect and quarantine most viruses. AVG provides a free anti-virus program.
- AVG: http://free.avg.com
- Malwarebytes: https://www.malwarebytes.com
- Spybot Search and Destroy: https://www.safer-networking.org
Change your web browser
A web browser can get bogged down with a lot of active extensions. Try a different browser or disable some add-ons. Also, make sure you are running the current version of the web browser.
- Google Chrome: https://www.google.com/chrome
- Firefox: http://www.mozilla.org/firefox
Clean up your computer
Temporary file downloads, cookies, and similar things will slow down your computer.
Wireless signal isn't strong
Move your computer closer to the wireless router. If that helps, consider purchasing a wireless extender.
Outages occur when our network is damaged or loses power. The Aristotle team deploys quickly to restore service—but in some cases repairs rely on other organizations (like the power company) to respond.
Find out what can cause an outage and how Aristotle’s field team of experts deploys to make repairs and reconnect our customers.
Monthly service invoices are sent via email. If you do not receive a bill, please contact customer service to ensure uninterrupted service. Paper invoices are available at an additional cost of $1.50/mo. Moving to paperless billing in March, 2021 is just one of the ways Aristotle is cutting costs and passing along savings to our customers!
What is phishing, and how to I protect myself against it?
Phishing emails attempt to trick recipients into revealing personal information, such as passwords and credit card numbers. Read more about how to safeguard your computer against phishing.
If you still are unsure about a suspicious email, contact the Aristotle team.
What are computer viruses and malware, and how do I protect against them?
Malware (which includes viruses) is any software written to infect and harm the host system or its user. Read more about how to safeguard your computer against malware.
If you still are unsure about a suspicious email, contact the Aristotle team.
I received a suspicious email. What should I do?
Read our tips and guidelines to help safeguard your computer from malicious emails.
If you still are unsure about an email, contact the Aristotle team.
What if I don't have a Calix Wi-Fi router?
Using equipment besides Aristotle's Calix equipment can sometimes cause connectivity issues. In the event of problems, contact the manufacturer of your Wi-Fi router for troubleshooting—or contact us to replace your 3rd party router or extender with Aristotle's authorized Calix equipment.
STILL NEED HELP?
Still can't connect to the Internet? Contact our friendly tech support team here!