Before you call

Steps to take before calling about a network outage or issues

In a large majority of cases, it turns out that problems are not connected to the JM-Net network (where we could affect them), but are of a local home nature (which each user has to resolve themselves). This page will help distinguish these issues, steer you in the right direction, or offer an immediate solution.

If these tips do not help, please call us. Problems are meant to be solved, and we are happy to help solve them.

General procedure for all users

• Disconnect all devices from power - just for a few seconds (antenna on the roof, home Wi-Fi router, computer, everything). It's not an IT joke, it really helps.
  
  
• Check the cabling - all connectors must be firmly clicked into the right ports. Check cables for damage (especially outdoor ones if you use an outdoor antenna).
  
  
• Check the indicator lights - is the antenna power adapter LED lit? Is the antenna LED on? Is anything lit on the router and antenna? What exactly and how? Are they lit as usual or is something different?
  
  
• Make sure the issue isn't your home Wi-Fi - you can find a very useful guide in the Wi-Fi interference guide.
  
  
• Have your variable symbol ready - every user is assigned a number (variable symbol) and a registered login name. Please have these details ready before calling.