- Support
Most connectivity problems can be resolved by following a few simple troubleshooting steps. If you are experiencing problems during normal business hours please call us at (828) 788-2929, and if your problems are occurring at any other time please send us an email at support@wncskywave.com and we will respond as quickly as we can.
1. Occasionally a website is down, check a different website to ensure that the internet is working. If you can access other websites, then the website is down. If you can't access any websites, go to the next step.
2. Check if the device (computer, tablet, or smartphone) is connected to your routers Wi-Fi signal or with a network cable. If it isn't connect it and try accessing the website again. If you still cannot access any websites, go to the next step.
3. Shut down and restart the device that is not working correctly. If you still can't access the website after the device is back on and connect to the router Wi-Fi signal, go to the next step.
4. Locate your router, you will know where your router is located when the technician completes the installation of your internet service. Make sure all the lights on the router are on. If the lights are off, check to see if the router is plugged into an electrical outlet. If it's not, plug it in. If it is try a different electrical outlet. If the lights were on then unplug the power source for 45 seconds and then plug the power source back into an electrical outlet. Wait 3 minutes, then try to access the website again. If you still can't access any website, go to the next step.
5. Locate the POE (power over ethernet) device from the SkyWave Internet, once again you will be shown where this device is when the technician does the installation of your internet service. There is a light that should be on the front of the POE, if the light is on, ensure that the network cable from the SkyWave antenna is plugged into the port labeled "POE" and the network cable from the router is plugged into the port labeled "LAN". If the light is not on, ensure the POE is plugged into an electrical outlet, if it is not, plug it in. If it is, unplug the device for 15 seconds and then plug it back in, this will cycle the power of the antenna and the light should appear on the POE instantly. Wait 3 minutes and try accessing the website again. If you still cannot access any website, go to the next step.
6. Once you have complete these steps, your internet should be up and running again, if it is not you may call us during normal business hours at (828) 788-2929 or if during other hours please submit a claim at support@wncskywave.com.
Sometimes repairs are needed, customers are never charged for a repair for reasons that are caused by technician error, repairs related to loss of line of sight, age-related failure of the antenna, cable, and/or POE device, mechanical failure of the antenna, cable, and/or POE device of no known cause. Customers who have not signed up for our Hardware Protection Plan will be charged $50.00/hour for the following repairs, damage caused by a lightning storm, damage caused by human error, damage caused by domestic or wild animals, loss of line of sight caused by customer, equipment upgrade needed to restore service lost by loss of line of sight, and equipment damage by power/electrical issues. The Hardware Protection Plan does not cover customer neglect of the antenna, cable, and/or POE device. For example, if the customer agreed to bury cable and the cable becomes damaged. Replacement of an antenna starts at $75.00 depending on the antenna. This is an expense that can be avoided if you are enrolled in our Hardware Protection Plan that costs $5.00/month. You must sign up for the Hardware Protection Plan prior to the repair and it must be kept active throughout the entire length of your service to remain valid. If we schedule a repair thought to be caused by a problem with the internet service but find that the problem was caused by another reason, such as human error, a computer virus, private network problem, insufficient Wi-Fi signal or computer failure, you will be charged the normal $50.00/hour service fee.
SkyWave Internet provides service calls in order to troubleshoot, resolve, and improve Wi-Fi. We are also happy to relocate or remount an antenna, run or re-run cable or any other task that you'd like for us to do, all service calls will be billed at $50.00/hour.
Most connectivity problems can be resolved by following a few simple troubleshooting steps. If you are experiencing problems during normal business hours please call us at (828) 788-2929, and if your problems are occurring at any other time please send us an email at support@wncskywave.com and we will respond as quickly as we can.
1. Occasionally a website is down, check a different website to ensure that the internet is working. If you can access other websites, then the website is down. If you can't access any websites, go to the next step.
2. Check if the device (computer, tablet, or smartphone) is connected to your routers Wi-Fi signal or with a network cable. If it isn't connect it and try accessing the website again. If you still cannot access any websites, go to the next step.
3. Shut down and restart the device that is not working correctly. If you still can't access the website after the device is back on and connect to the router Wi-Fi signal, go to the next step.
4. Locate your router, you will know where your router is located when the technician completes the installation of your internet service. Make sure all the lights on the router are on. If the lights are off, check to see if the router is plugged into an electrical outlet. If it's not, plug it in. If it is try a different electrical outlet. If the lights were on then unplug the power source for 45 seconds and then plug the power source back into an electrical outlet. Wait 3 minutes, then try to access the website again. If you still can't access any website, go to the next step.
5. Locate the POE (power over ethernet) device from the SkyWave Internet, once again you will be shown where this device is when the technician does the installation of your internet service. There is a light that should be on the front of the POE, if the light is on, ensure that the network cable from the SkyWave antenna is plugged into the port labeled "POE" and the network cable from the router is plugged into the port labeled "LAN". If the light is not on, ensure the POE is plugged into an electrical outlet, if it is not, plug it in. If it is, unplug the device for 15 seconds and then plug it back in, this will cycle the power of the antenna and the light should appear on the POE instantly. Wait 3 minutes and try accessing the website again. If you still cannot access any website, go to the next step.
6. Once you have complete these steps, your internet should be up and running again, if it is not you may call us during normal business hours at (828) 788-2929 or if during other hours please submit a claim at support@wncskywave.com.
Sometimes repairs are needed, customers are never charged for a repair for reasons that are caused by technician error, repairs related to loss of line of sight, age-related failure of the antenna, cable, and/or POE device, mechanical failure of the antenna, cable, and/or POE device of no known cause. Customers who have not signed up for our Hardware Protection Plan will be charged $50.00/hour for the following repairs, damage caused by a lightning storm, damage caused by human error, damage caused by domestic or wild animals, loss of line of sight caused by customer, equipment upgrade needed to restore service lost by loss of line of sight, and equipment damage by power/electrical issues. The Hardware Protection Plan does not cover customer neglect of the antenna, cable, and/or POE device. For example, if the customer agreed to bury cable and the cable becomes damaged. Replacement of an antenna starts at $75.00 depending on the antenna. This is an expense that can be avoided if you are enrolled in our Hardware Protection Plan that costs $5.00/month. You must sign up for the Hardware Protection Plan prior to the repair and it must be kept active throughout the entire length of your service to remain valid. If we schedule a repair thought to be caused by a problem with the internet service but find that the problem was caused by another reason, such as human error, a computer virus, private network problem, insufficient Wi-Fi signal or computer failure, you will be charged the normal $50.00/hour service fee.
SkyWave Internet provides service calls in order to troubleshoot, resolve, and improve Wi-Fi. We are also happy to relocate or remount an antenna, run or re-run cable or any other task that you'd like for us to do, all service calls will be billed at $50.00/hour.