If you’re on your laptop, try a different device to see if you can get internet over the same Wi-Fi connection. If it connects on one device but not the other, then you know that your internet is fine and it’s the disconnected device that’s having the problem.
If you are still having issues continue on to the next step…
Connecting via Ethernet will rule out issues with your Wi-Fi network. Connect Ethernet cable from green dot on mAP to your computer.
* See illustration A below
Pinch to zoom-in on phone
If you have determined that your wifi is not working but your internet is working via Ethernet cable. Rebooting your router may fix your Wi-Fi. If this does not fix your problem then continue on to step 3..
* Surfnet is only able to troubleshoot equipment provided by Surfnet.
Restarting your antenna should be the first thing you do when encountering an internet signal issue.
* See illustration B
Restart your mAP
Unplug directly from the wall.* See illustration C
Check for damage and loose connections. Make sure all cables are plugged in securely. See if any of the cables look torn or perhaps damaged. Ethernet cables are especially prone to damage, as the copper wires inside are very thin.
If you are still having issues continue on to the next step..
Call in to our phone tech support at 800-651-5041 and dial extension 3. Phone support will create a trouble ticket for your issue. They may ask you more detailed questions as to what issues you are experiencing to help engineers narrow down your problem.
Make sure to download, save and print the PDF version of these steps for the next time you are having issues connecting to the internet.
If you’re on your laptop, try a different device to see if you can get internet over the same Wi-Fi connection. If it connects on one device but not the other, then you know that your internet is fine and it’s the disconnected device that’s having the problem.
If you are still having issues continue on to the next step…
Connecting via Ethernet will rule out issues with your Wi-Fi network. Connect Ethernet cable from yellow dot on POE to your computer.
* See illustration D below
Pinch to zoom-in on phone
If you have determined that your wifi is not working but your internet is working via Ethernet cable. Rebooting your router may fix your Wifi. If this does not fix your problem then continue on to step 3..
* Surfnet is only able to troubleshoot equipment provided by Surfnet.
Restarting your antenna should be the first thing you do when encountering an internet signal issue.
* See illustration E
Check for damage and loose connections. Make sure all cables are plugged in securely. See if any of the cables look torn or perhaps damaged. Ethernet cables are especially prone to damage, as the copper wires inside are very thin.
If you are still having issues continue on to the next step..
Call in to our phone tech support at 800-651-5041 and dial extension 3. Phone support will create a trouble ticket for your issue. They may ask you more detailed questions as to what issues you are experiencing to help engineers narrow down your problem.
Make sure to download, save and print the PDF version of these steps for the next time you are having issues connecting to the internet.