Troubleshooting

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How to Establish Internet Connectivity

  1. Locate your Unwired Static IP Address information, which was given to you at the time of installation. Your static IP information consists of a Static IP Address(es), Subnet Mask, Default Gateway, and DNS Servers. If you need your Static IP information again, please call or email our 24×7 Support Team: 510-868-1614, x3 or support@unwiredltd.com
  2. Plug an ethernet cable from the LAN port on your Unwired power injector directly into the Internet/WAN port of your router.
  3. Connect a laptop, phone or other device to your router and navigate to your router’s Internet Setup screen. Configure your router to use the Unwired static IP Address information for its Internet Setup. For detailed instructions on how to set up your specific router with a Static IP Address, please reference your router’s setup manual.

You can also watch this short video on our YouTube Page: Help with programming your router to use a static IP

Please note, Unwired does not manage customer routers unless you have pre-purchased a router directly from us and pay for our Managed Router subscription.

Troubleshooting Loss of Internet Across All Devices

If you encounter a loss of internet connectivity across all devices, we recommend you do the following steps:

  1. Reboot your computer and any devices that are not connecting to the internet. 
  2. Power off any WiFi extenders, WiFi Mesh devices, switches, and any other networking equipment except for your router that connects to the Unwired service. Leave any extenders and/or networking devices powered off for now.
  3. Power-cycle your router by unplugging the power cord to your router from its AC power outlet and plugging it back in.  DO NOT RESET YOUR ROUTER *Pressing the reset button on your router will erase your Static IP settings & you will lose internet connectivity right away. If you do accidently reset your router or purchase a replacement router, you will need to re-configure your router with the Static IP information as described in the section above. 
  4. Once your router is powered back up, wait one minute and then check for internet connectivity.
  5. Power on WiFi extenders, WiFi Mesh devices, switches and any other networking equipment you powered off in Step 2.

If the reboot/power-cycle steps do not restore your internet, you can try power-cycling your Unwired equipment.

  1. Locate your power injector. It is the small black (or white) box with the Unwired sticker that is plugged into your AC outlet. Make sure all cables/cords are properly seated in their ports.
  2. Unplug your Unwired power injector (PoE) from your outlet for 10 seconds and then plug it back in. Once completed, you should see an illuminated green light. 

If these steps do not restore service, please contact Unwired Support. You can initiate a support ticket [here], or contact us directly by phone 510-868-1614 x3, or email support@unwiredltd.com. 

For non-emergency service and troubleshooting, our team is available M-F 8am-6pm. If your internet is out, or you have another emergency service request, we are here 24/7 to assist you! If you call or email after hours or on a holiday, one of our team members will be paged and respond as soon as possible. If issues arise after hours (M-F 8am-6pm) or on a holiday, one of our team members will be paged and get back to you as soon as possible.

Troubleshooting Loss of Internet Across SOME Devices

If only a few devices cannot connect to the internet, this would be related to a local WiFi issue with your router. Unless you subscribe to our Managed Router service, this issue is likely outside the scope of Unwired’s support. However, we can make some recommendations to try to help you troubleshoot on your own. Here are a few steps you can try:

  1. Check to make sure your router is powered on. Power off any WiFI extenders or other networking components. Leave WiFi extenders powered off while you troubleshoot.
  2. Power off and then power on any devices that are experiencing connectivity issues.
  3. Disconnect and then reconnect these devices from your WiFi. 
  4. Verify that you are connecting to your router’s 5Ghz band, as opposed to the 2.4Ghz band, which is significantly slower and more susceptible to interference. 
  5. Confirm your router is running the latest firmware. You can usually find this in your router’s web-based management screen. Check with your router’s manual or do a google search for your router make/model number to find how to upgrade its firmware if needed. 
  6. Power-cycle your personal router.  DO NOT RESET YOUR ROUTER *Pressing the reset button on your router will erase your Static IP settings & you will lose internet connectivity right away. If you do accidently reset your router, you will need to re-configure your router with the Static IP information listed above. Directions on how to do this will be in your specific router’s manual. 

If you subscribe to Unwired’s Managed Router service, please contact Unwired’s support team for assistance. 

Support: 510-868-1614 x3 or support@unwriedltd.com.

Slow Speeds

If you encounter slow speeds, we recommend running a speed test following these steps:

  1. For accurate results, please make sure your computer is cabled directly to your router via an ethernet cable and your WiFi connection is turned off.  It is possible for your router’s WIFI speeds to fluctuate based on your personal configuration, device distance, and/or local interference within your home/office, thus we do not recommend running a speed test while connected wirelessly to your router. 
  2. Once you have cabled your computer to your router, you can run a speedtest. 
  3. If the results are significantly lower than your selected plan speeds, please take a screenshot of your results and send via email to our support team at support@unwiredtld.com and someone will begin looking into the issue.  

If the speed test results are close to your plan speeds then it is not likely an issue with your Unwired service. Your slow speeds are likely related to your personal WiFi configuration. Unless you subscribe to our Managed Router service, this issue is likely outside the scope of Unwired’s support. However, we can make some recommendations to try to help you troubleshoot on your own. 

Here are a few steps you can try:

  1. Check to be sure you are connecting to your router’s 5Ghz band as opposed to the 2.4Ghz band, which is significantly slower and more susceptible to interference.
  2. Confirm your router is running the latest firmware. You can usually find this in your router’s web-based management screen. Check with your router’s manual or do a google search for your router make/model number to find how to upgrade its firmware.
  3. Power-cycle your personal router.  DO NOT RESET YOUR ROUTER *Pressing the reset button on your router will erase your Static IP settings & you will lose internet connectivity right away. If you do accidently reset your router, you will need to re-configure your router with the Static IP information listed above. Directions on how to do this will be in your specific router’s manual.

If you are a Managed Router subscriber, please contact our support team directly. Our support team is available by email or phone 24/7. If issues arise after hours (M-F 8am-6pm) or on a holiday, one of our team members will be paged and get back to you as soon as possible. 

Our Local Support Team is Here for You 24/7!

Be sure to read our Troubleshooting Tips to diagnose and solve common connectivity issues. Still having issues? Contact support!

Email: support@unwiredltd.com
Phone: (510) 868-1614 option 3

If you email support or leave a message on the support line, an Unwired member will be paged and respond to you as soon as possible.