General tips for fixing your Internet Connection
The following guide is here to help you troubleshoot common Internet issues faced in the home. This guide will help to correct the most common issues our clients face and get you back up and running right away. If you are uncomfortable or have trouble with any of these steps, our Technical Support team is ready to help 7 days a week.
The following basic steps should be tried in order, testing your connection after each step:
1. Disconnect & reconnect your device – Unplug your cable or turn off the wireless device connection, then reconnect the device.
2. Restart your computer or device – Modern devices often update themselves using the Internet without asking for permission. Devices may need to restart to complete an update, or to correct a device only issue.
3. Recheck all connections – When using a router, be sure that the service connection from YourLink is plugged into your router’s WAN or Internet Port and not into a numbered connection.
4. Restart your home router – Unplug your router from power source for 2 – 10 minutes.
5. Reseat your cables – Unplug and then reconnect network cables at the router.
To Solve a Problem, First Find its Source
The following questions should help to focus your troubleshooting…
Are all devices having trouble or just one?
If a single device or even a few devices are having an issue with the Internet, this can indicate a local fault unrelated to YourLink’s service. If all devices fail to bring up a web page, or access an Internet connection, YourLink may need to investigate the issue further.
Trouble with websites, email, or streaming?
If you are receiving email and can open a web page (www.google.ca for instance), yet have issues with streaming, that can indicate either a device or website issue. When a single website has trouble loading, yet others load okay, that generally indicates a website issue outside of YourLink’s control.
Is your web browser not opening or shutting down on its own?
In this situation using another web browser is a great way to help confirm if the issue is with the website or your software. This can also be a good reason to have an antivirus program scan your system, if possible.
Is the issue happening at the same time each day?
Track what time of day an issue happens. You might find that a device is uploading or updating at the same time each day or week. The Internet is also used more frequently in the evening, so you might expect some reduced speed from the more popular services.
Has anything changed recently?
Any change to your network can have unexpected effects. New equipment incorrectly configured, recently updated devices, even a friend or co-worker over for a visit who may have altered your settings. We suggest you turn off /unplug as many connected devices as you can, then power up devices one at a time and check your connections.
Still having issues? We are here to help, call our Technical Support team
Technical Support – Hours of Operation:
Mon. – Fri. 8:00 a.m. – 10:00 p.m.
Sat., Sun. & Holidays – 10:00 a.m. – 8:00 p.m.
Things to keep in mind when calling for help…
- Have your Account Information ready.
- Call when you are at home as we will then be better able to diagnose and help correct your issue.
- Call when you are having an issue – we cannot fix what is working.
- Be prepared to access YourLink equipment to reconnect / replace cables, power units off & on, etc.
- Troubleshooting can include connecting our service directly to a computer for testing. For this we will need a computer with a Network Interface Connection (NIC), also known as an Ethernet connection, running Windows XP (or better) or Mac OSX 10.5 (or better).
- Our support team is trained in troubleshooting our services. Issues landing outside of our services may require the help of a 3rd party at your own expense.