If you cannot connect to the Internet, follow these steps:

1.    Check that the Gigacenter is plugged into a power outlet
2.    If your computer is connected directly into the Gigacenter, check to make sure the network cable running from your Gigacenter to the back of your computer is properly connected.
3.    If you receive all your Internet wirelessly through the Gigacenter, check to make sure it is plugged in to a power source.
4.    Reboot the Gigacenter by removing the AC power and then plugging it in again.
5.    Check the lights on the Gigacenter.  If the lights are not on, call us at 1-800-442-8664 and follow the prompts to technical support.
6.    If you still do not have Internet Access, please call 1-800-442-8664 and follow the prompts to technical support.

There are many factors that can impact the performance of your wireless service:

• The distance of your device from the Gigacenter. The further you are from the Gigacenter, the more your signal will degrade.
• Barriers. Walls, floors, and ceilings – especially barriers that have metal inside of them – can block the wireless signal.
• Household devices. Objects such as microwaves, baby monitors and cordless phones also emit wireless signals – those signals can sometimes get in the way of an Internet wireless signal.
• The number of devices on your home network. If your family is using a number of phones, tablets, or computers to access wireless Internet, then your services will be impacted. The more devices that are on a network, the more the wireless signal needs to be shared, which will slow down wireless services to your
• Your speed. If you subscribe to a lower-tier Internet speed, your wireless services will not be as effective as if you subscribed to a higher-tier Internet speed.
• Your device is on another wireless standard. To obtain faster wireless speeds, your device – like an iPhone or tablet – most be able to operate with the 802.11ac protocol. Most devices sold today support this protocol, but older devices may be operating with the 802.11g or 802.11n protocol. To find out what protocol your device uses, check the owner’s manual.

Check other devices to see if wifi is working on them. If they are receiving wireless services, it may be your device that is not working. Re-starting your cell phone or tablet correctly may resolve this issue.

Check the question above, “why is my wireless Internet slow?” Any one of these factors could be slowing down the performance of wireless, and could even be stopping it completely.

If you cannot connect to your wireless network on a single device, but other devices are connected to the same wireless network, checking the following on your device can help with troubleshooting:

If you are using a computer, look for the wireless network icon, usually located at the lower right-hand corner of the screen. If you do not see the wireless network icon, it is possible that the wireless is turned off on your computer. If you need help to turn it back on, consult the user manual for your computer.

If your wireless is turned on for your computer, try restarting – this can sometimes solve the problem.

If you are using a cell phone or tablet, look for the wireless icon, which is usually found at the top of the screen. If it is not present, the wireless may not be turned on – you can turn it back on through the “Settings” app on your device.

Call us at 1-800-442-8664 and follow the prompts to technical support if you cannot determine why your wireless is down.

There are a number of factors that can affect your Internet services:

• Wireless. If you are using a wireless signal to use the Internet (i.e. you’re not plugged directly into a modem or router), there may be some interference in your house or business. See the above question, “Why is my wireless Internet slow” for more information.
• Your Internet speed. If you subscribe to a lower-tier Internet plan (like Quantum 10), your connection will be slower than if you subscribed to a higher-tier plan (like Quantum 250).
• The Internet itself. Since the Internet is a shared service, if more people are trying to access the same data (like a website), then it will impact your services. Likewise, if you are trying to access content from a server that is geographically far away, it will take a bit more time to get the information you want.

If you subscribe to CityWest wireless services, we will manage your account information for you. Please call us at 1-800-442-8664 and follow the prompts to customer service, and we will set up or change your password for you.

If you do not subscribe to CityWest wireless services, we will not be able to manage your password information. Please refer to the manufacturer’s user guide (which can probably be found online) to manage your account.

If you cannot connect to your wireless network on a single device, but other devices are connected to the same wireless network, checking the following on your device can help with troubleshooting:

If you are using a computer, look for the wireless network icon, usually located at the lower right-hand corner of the screen. If you do not see the wireless network icon, it is possible that the wireless is turned off on your computer. If you need help to turn it back on, consult the user manual for your computer.

If your wireless is turned on for your computer, try restarting – this can sometimes solve the problem.

If you are using a cell phone or tablet, look for the wireless icon, which is usually found at the top of the screen. If it is not present, the wireless may not be turned on – you can turn it back on through the “Settings” app on your device.

Re-starting your cell phone or tablet correctly can also resolve issues with the wireless not connecting.

If your computer is directly connected to a modem, follow these steps:

1.    Check that the modem is plugged into a power outlet. Check the lights at the front of the modem. If the lights are not on, call us at 1-800-442-8664 and follow the prompts to technical support.
2.    Check to be sure that the network cable running from your modem to the back of your computer is properly connected. If it is not connected to a computer, check to make sure the network cable is properly connected to a router.
3.    Reboot the modem by removing the AC power from the modem and then plugging it in again.

If your computer is connected wirelessly to the Internet, power cycle your modem and your router. You may also want to turn off any device (iPhone, tablet) then turn it back on again. Also check the question below, "Why isn't wireless working?"

If you still do not have Internet access, please call 1-800-442-8664 and follow the prompts to technical support.

Check other devices to see if wifi is working on them. If they are receiving wireless services, it may be your device that is not working. Re-starting your cell phone or tablet correctly may resolve this issue.

Check the question above, “why is my wireless Internet slow?” Any one of these factors could be slowing down the performance of wireless, and could even be stopping it completely.

If you cannot connect to your wireless network on a single device, but other devices are connected to the same wireless network, checking the following on your device can help with troubleshooting:

If you are using a computer, look for the wireless network icon, usually located at the lower right-hand corner of the screen. If you do not see the wireless network icon, it is possible that the wireless is turned off on your computer. If you need help to turn it back on, consult the user manual for your computer.

If your wireless is turned on for your computer, try restarting – this can sometimes solve the problem.

If you are using a cell phone or tablet, look for the wireless icon, which is usually found at the top of the screen. If it is not present, the wireless may not be turned on – you can turn it back on through the “Settings” app on your device.

Call us at 1-800-442-8664 and follow the prompts to technical support if you cannot determine why your wireless is down.

There are many factors that can impact the performance of your wireless service:

• The distance of your device from the router. The further you are from the router, the more your signal will degrade.
• Barriers. Walls, floors, and ceilings – especially barriers that have metal inside of them – can block the wireless signal.
• Household devices. Objects such as microwaves, baby monitors and cordless phones also emit wireless signals – those signals can sometimes get in the way of an Internet wireless signal.
• The number of devices on your home network. If your family is using a number of phones, tablets, or computers to access wireless Internet, then your services will be impacted. The more devices that are on a network, the more the wireless signal needs to be shared, which will slow down wireless services to your
• Your speed. If you subscribe to a lower-tier Internet speed, your wireless services will not be as effective as if you subscribed to a higher-tier Internet speed.
• Your device is on another wireless standard. To obtain faster wireless speeds, your device – like an iPhone or tablet – most be able to operate with the 802.11ac protocol. Most devices sold today support this protocol, but older devices may be operating with the 802.11g or 802.11n protocol. To find out what protocol your device uses, check the owner’s manual.
• Your router. Some third-party routers are not very good at relaying wireless signals, especially if they are older models.

There are a number of factors that can affect your Internet services:

• Wireless. If you are using a wireless signal to use the Internet (i.e. you’re not plugged directly into a modem or router), there may be some interference in your house or business. See the above question, “Why is my wireless Internet slow” for more information.
• Your Internet speed. If you subscribe to a lower-tier Internet plan (like Quantum 10), your connection will be slower than if you subscribed to a higher-tier plan (like Quantum 250).
• The Internet itself. Since the Internet is a shared service, if more people are trying to access the same data (like a website), then it will impact your services. Likewise, if you are trying to access content from a server that is geographically far away, it will take a bit more time to get the information you want.
  

If you subscribe to CityWest wireless services, we will manage your account information for you. Please call us at 1-800-442-8664 and follow the prompts to customer service, and we will set up or change your password for you.

If you do not subscribe to CityWest wireless services, we will not be able to manage your password information. Please refer to the manufacturer’s user guide (which can probably be found online) to manage your account.

If you cannot connect to your wireless network on a single device, but other devices are connected to the same wireless network, checking the following on your device can help with troubleshooting:

If you are using a computer, look for the wireless network icon, usually located at the lower right-hand corner of the screen. If you do not see the wireless network icon, it is possible that the wireless is turned off on your computer. If you need help to turn it back on, consult the user manual for your computer.

If your wireless is turned on for your computer, try restarting – this can sometimes solve the problem.

If you are using a cell phone or tablet, look for the wireless icon, which is usually found at the top of the screen. If it is not present, the wireless may not be turned on – you can turn it back on through the “Settings” app on your device.

Re-starting your cell phone or tablet correctly can also resolve issues with the wireless not connecting.

If for any reason the Wireless Enhancer is not working, ensure it is plugged in, and if it’s still not working, follow these steps:

• Press and hold the WPS button on the Gigacenter for at least 5 seconds. When the button is released, the WPS light blinks amber.
• Within two minutes, go to the Enhancer and push and hold the WPS until the “WiFi backhaul” lights begin flashing. At this point, the Enhancer and the Gigacenter will pair to one another - the Enhancer displays the signal strength from the Gigacenter.
• While it is in pairing mode, the Enhancer’s backhaul indicators will flash in unison until connection is made, or a timeout occurs.
• If pairing is successful, the lights will turn solid green.
• If pairing fails, the lights will turn solid red for 2 minutes. If this happens, try the pairing process again, starting with a power cycle.
• If the backhaul lights flash red, a session over-lap has occurred. Wait 2 minutes, then begin the pairing process again. (A session overlap means the pairing process has started, but another button is pushed before the session ends).

Four handy little lights on the top of the Enhancer, labelled “WiFi backhaul,” help determine how far away it should be from the Gigacenter. 3-4 green lights (with no red light) mean optimal placement.

Below are more reference charts to determine what the different blinking lights mean.

Power Light
Off	Unit is off
Flashing Green	Booting Up
Flashing Red	Self-test in progress
Solid Green	Running Properly
Solid Red	Malfunction
Flashing Amber	Firmware Upgrade

 

Ethernet
Off	Unit is off
Flashing Green	Activity on devices connected to Enhancer
Solid Green	Running properly

 

2.4/5 GHz
Off	Radios are off
Flashing Green	Passing traffic
Solid Green	Running properly

 

Wifi Backhaul
Off	Unit is off
Solid Green	Pairing is successful
Flashing Green	Attempting to pair
Red	Pairing has failed
Flashing Red	Session overlap has occurred