Nor Cal Broadband

FAQ

Frequently Asked Questions and Basic Troubleshooting

The Motorola Canopy equipment which we utilize to deliver our wireless Internet service is meant to be maintenance free, and most of the questions we encounter center around a variety of other computer related issues. If you’re having trouble with your internet connection (either slow speeds or a lack of connectivity), there are some things you can try that will solve simple problems.

I can get to my homepage (Google, MSN, Yahoo, etc.) but my email has suddenly stopped working!

It is not terribly uncommon for an email program (Outlook, Microsoft Mail, etc.) to “crash,” and become inoperable, even though internet access is still available. Shut down and restart the computer having the difficulty, and call us if the problem persists.

I can get to the internet on one of my computers, but another computer at my same location will not connect!

Restart the computer which is having trouble accessing the internet. Call us if the problem persists.

I can’t get to the internet at all from any of my computers!

By far the most common reason for sudden loss of internet access is a malfunctioning router. The router is the small (approximately six inches by ten inches by an inch) box that serves as the central junction in a small network. It is located inside the home, usually very near where the cable leading to our exterior antenna first enters the home: In many cases, this entry point is near a desktop computer. Turn off all computers. Unplug ONLY the small cord which powers the router. It is not necessary to unplug any other wires. Confirm that all the lights on the router are off, and wait ten seconds. Plug the router back in (confirm that the lights come back on) and restart your computer(s). Call us if you are still unable to access the internet.

Some types of internet services don’t work properly, or at all…

Some types of Internet services require a certain kind of Internet Protocol address, and some types of services also require the use of a third-party router (i.e. Netgear, Linksys, DLink) to function properly. If you’re having trouble with issues involving your VPN tunnel, online classes or even online gaming, please speak with one of our technicians so that we can recommend the best solution.

Is any additonal equipment required if I decide to upgrade my service level?

There is no additional equipment required, nor is there any service charge applied, to upgrade the speed of your connection with NCBB. Simply call us during normal business hours: In most cases the change takes effect within a matter of minutes.