Mobile 4G Internet – Connection Troubleshooting

mobile 4G Internet connection troubleshootingIf you’ve been a regular blog reader, you probably know that this past June we launched a new EarthLink 4G Internet On-the-Go service to help you stay fully connected all around town or even around the U.S.

We also followed up with a quick tech tip to show you how easy it is to set up the wireless 4G hotspot and connect by Wi-Fi.

Our mobile 4G service really is convenient, powerful, and simple, but like any kind of technology, sooner or later you’re bound to encounter some issues or errors. Today’s tech tip will help you quickly resolve them if you do.

There are several reasons why you may not be able to pull up the EarthLink 4G Hotspot page in your browser, why you might have low signal strength or even no signal.

There could be a problem with your browser or your computer’s firewall or security software could be blocking access to the hotspot page, but here are our recommended steps for troubleshooting any 4G connection issues:

  1. Try to reposition your 4G hotspot: This is especially important if you are indoors. Try several locations to see if the signal strength improves. Moving close to a window often helps.
  2. Check your 4G hotspot: Make sure that it is powered on and that your laptop, tablet or other device you are using is connected to the hotspot by Wi-Fi.
  3. Verify the 4G hotspot page URL: You should see http://earthlink4g or http://192.168.1.1 in your browser’s location bar.
  4. Clear your browser: Clear your browser’s cache, cookies and temporary Internet files. See this Support Center article to learn how to do this.
  5. Disable other connections: If your Wi-Fi device is connected to other devices (with an Ethernet cable, for example) or connected to other networks, disable these connections or remove the cables from your Wi-Fi device.
  6. Disable security software: If you have Internet security or firewall software running on your Wi-Fi device, disable it and see whether that resolves the connection issue. Some firewall software may block access to the 4G hotspot homepage. If this is the issue, please contact the manufacturer of your security software to troubleshoot why it is blocking you from accessing this page.
  7. Reset your 4G hotspot: Don’t worry—it’s easy. Click here to learn how to reset your hotspot.

If you’re one of our wireless 4G Internet subscribers – either 4G On-the-Go or 4G At Home  – let us know how you’re enjoying it by leaving a comment below.

Network Outages & Your Smartphone

If you’re at home and can’t connect to the Internet, what you want most is really very simple: you want your problem to go away so you can get online.

But it’s also good to know what the problem is. Especially if the problem is a network outage.

What’s a network outage?

Network outages are when there is a problem affecting many people, using a particular type of Internet service, in a defined area. In other words, it’s when the problem you’re having is not just you.

And that’s good to know that right away, because then you won’t waste time trying to fix your computer or troubleshoot your connection problem or even waste your time calling us for support.

So you should remember our Outage Alerts page within the EarthLink Support Center.

And more than just remember it, you should bookmark it.  On your smartphone.

Your smartphone is the best place to bookmark the Outage Alerts page because if you can’t get online at home using your DSL, Cable or Dial-Up Internet access and you want to check the outage page … you won’t be able to check the Outage page … because you can’t get online to do so. It’s an unfortunate catch 22, unless you have another way to get online.

But now your smartphone can come to the rescue.

So, right now, you should open your smartphone’s browser (it might just say Internet on your phone) and enter this web address: 

When the page opens, bookmark it, add it to your favorites, star it, etc. – save it for easy access later however your smartphone browser lets you.

Internet access outages, network outage alerts

The Outage Alerts page is a simple list of our services – Dialup, Cable, DSL, Voice, Web Hosting, Email and EarthLink 4G – and a column showing the current status of the service. Most of the time, as is the case right now, you’ll see All Clear listed for all our services (as you can see in the screenshot above), meaning there are no known network outages.

If there is a known network outage, you’ll see the outage listed in the Status column. You can check back with your smartphone and see when the outage is fixed, and then connect with your home Internet access.

If you see All Clear and you are still unable to connect to the Internet, then the problem is likely something on your end.

We’ve done some previous connection troubleshooting blog posts that can be very helpful and save you time (and aggravation) getting the problem fixed. Most of the time, very quick and easy solutions work to get you back online.

Depending on your access type, try these top 10 dial-up connection solutions, these cable Internet access troubleshooting tips,  these tips for fixing DSL connection problems, and these Wi-Fi home networking troubleshooting tips .

We hope you never need this information. But it’s best to be prepared. Just in case.

Cable Internet – Troubleshooting Cable Modem Connection Issues

Cable Internet access is more than just extremely fast. It’s also an extremely reliable way to connect to the Internet.

But connection issues do occasionally come up. The good news? Often you can quickly and easily troubleshoot and resolve the issue by looking at the cable Internet modem lights.

So, if you ever have problems connecting to the Internet, take a look at the cable modem lights and follow these recommendations.

Cable Modem Connection Light is Out

  • If the light on the front of your cable modem that indicates your cable connection (it may be labeled StatusOnline or Cable) is out or blinking, you will be unable to connect to the Internet.
  • To re-establish your Internet connection, first make sure that the coaxial cable is firmly connected to the back of your modem.
  • If the cable is properly connected to your modem and the light is still out, try to reset the modem.
  • To reset your cable modem, press and hold the Reset button for five seconds. If your modem does not have a Reset button, you will need to power cycle (turn off, then on) your modem. See the complete steps for power cycling your modem below.

Cable Modem Power Light is Out

  • If your modem’s power light is off, make sure that the modem is securely plugged in. Your cable modem should be plugged in and powered on 24 hours a day.
  • If the modem appears to be securely plugged in and the power indicator light is still out, test the outlet or power strip your modem is using by plugging something else in. You can also plug the modem into another outlet and/or power strip that you know is in good working condition.
  • If you have confirmed that your outlet and/or power strip are working and the cable is securely connected to the modem, but the power indicator is still off, a service call may be required. Try power cycling your modem (using the steps below) before you contact Technical Support.

Cable Modem PC Light is Out

  • If the light on the back of your computer (next to the Ethernet cable connection) and/or the light labeled PC on your cable modem is out while your computer is on and your operating system loaded, your network card may not be functioning correctly.
  • To troubleshoot your cable modem connection, try the following:
  • Confirm that the Ethernet cable (which looks like a slightly enlarged phone cord) is securely plugged into both the cable modem and to the back of your computer. If the cable looks securely plugged in and the light on the back of your computer or your cable modem is still out, try unplugging the cable and plugging it back in to the back of the computer first and then the back of the cable modem.
  • Try running the diagnostic program that came with your network card, if available.
  • Reset your cable modem by pressing the reset button for five seconds or power cycle your modem using the steps below.
  • Shut down and then restart your computer.
  • If the above still does not solve the problem, please contact Technical Support.

Cable Modem Light is Blinking

  • If you are having problems receiving email or browsing the Web, you should verify that your cable Internet modem is successfully communicating with the broadband network.
  • Depending upon the type of modem you are using, the cable Internet connection indicator light on the front of your modem may be labeled as Status, Online or Cable.
  • If that light is blinking, you may need to reset your cable modem by pressing the Reset button for five seconds. If your modem does not have a Reset button, you will need to power cycle (turn off, then on) your modem (see detailed steps below).
  • If, after one or two minutes, the connection light on your cable modem continues to blink, a Technical Service call may be required.

Cable Modem Light is Orange

  • If the light on your cable modem labeled Status is orange, you will be unable to connect to the Internet. To re-establish your connection:
    1. Make sure that the coaxial cable is firmly connected to the back of your modem.
    2. If the light is still orange, try to reset your cable modem. To do so, unplug the modem and leave it unplugged for one minute.
    3. Plug the modem back in, and wait one or two minutes for it regain connection.
    4. If the light does not turn green, a Technical Service call may be required.

How to Power Cycle Your Cable Internet Modem

Windows Users

  1. Make sure the coaxial cable is plugged securely into your cable modem.
  2. Unplug the cable modem from the power source.
  3. Leave the modem unplugged for two minutes.
  4. Plug the cable modem directly into the wall outlet.
  5. Wait for the modem to regain block sync (this usually takes just one minute or less but may take up to five minutes).
  6. When your cable modem lights are illuminated and steady, try visiting at least two websites.
  7. If the lights on your cable modem are correctly illuminated but you can’t get on the Web, run winipcfg or ipconfig, verify that you have obtained a valid IP address and try release/renew.
  8. Try once more to access a couple of websites.
  9. If you still can’t connect to the Web, shut down your computer and turn off the power by pushing the On/Off button on your computer.
  10. Restore the power and turn your computer back on.
  11. Try connecting to the Web again.
  12. If your cable lights are properly illuminated and the steps above have failed to restore your connection, you will need to call Technical Support.

Mac Users

  1. Make sure the coaxial cable is plugged securely into your cable modem.
  2. Unplug the cable modem from the power source.
  3. Leave the modem unplugged for two minutes.
  4. Shut down the computer and turn it off.
  5. Plug the cable modem directly into the wall outlet.
  6. Wait for the modem to regain block sync (this usually takes just one minute or less but may take up to five minutes).
  7. Check the lights on your modem to ensure the cable lights are steady.
  8. If the lights are illuminated, try visiting various Web sites.
  9. If your cable lights are properly illuminated and the steps above have failed to restore your connection, you will need to call Technical Support.

 

Top 10 Dial-Up Connection Solutions

If you’re using Dial-up Internet access to get online, it’s smart to keep a list of troubleshooting tips in case something ever goes wrong.

The good news is that most of the things that do go wrong are very easy to fix. Trust us —we’ve been helping our dial-up Internet members connect more reliably since way back in 1994.

So, if you ever can’t connect to the Internet, the dial-up Internet experts here at EarthLink recommend you try our top 10 dial-up solutions:

  • Top 10 dial-up Internet troubleshooting tipsWait a few minutes (really, that’s all)
    If you were recently connected to the Internet and haven’t changed anything, your dial-up connection may automatically reconnect depending on your configurations. So just give it a few minutes. If your dial-up connection does not recover after several attempts, you should move on to the next suggested solutions.
  • Restart your computer
    Turn off your computer; wait for 30 seconds; then turn it on and try your dial-up connection again. This super-simple solution is often all you need to do.
  • Check your phone line
    Dial-up Internet access requires an open phone line. So make sure no one in your home starting using your phone in another room. Unfortunately, you can’t browse the Internet and talk on the phone at the same time. (Also, check that a phone wasn’t left off the hook.)
  • Check all cords and cables
    Cords and cables sometimes get knocked out or loosened. So make sure your phone line is securely plugged into your computer or external modem (if you’re using one) and the phone jack in your wall.
  • Check for hardware problems
    If you have an external dial-up modem, make sure its lights are on or shows signs that it is plugged in and functioning. If you are using a surge protector, make sure that it is on (it’s pretty easy to accidently bump a surge protector and turn it off). Make sure that the outlet that you are using is working by plugging something else into it. Then try plugging your modem into another outlet. If it still shows no signs of it working, you may have to replace the modem.
  • Check our Network Outages page
    If you can get to the Internet from your smartphone, tablet, or a different computer, visit our Network Outages page at http://support.earthlink.net/contact/outages.php to see if there are known problems with our dial-up network. If there is an outage listed, you can be sure we’re working to get it resolved as soon as possible and you can check back for confirmation that it’s fixed.
  • Double check your email address and password
    Your email address and password are both case sensitive (so capitalization matters) and they need to be entered exactly for you to be able to connect. Mistyping passwords is one of the most common reason dial-up users fail to connect to the Internet. So ensure that your keyboard’s Caps Lock is off and retype your email address and password carefully.If you forgot your password (and can use another computer or device to connect to the Internet) you can reset it at https://myaccount.earthlink.net/cam/passmain.jsp.
    Important:  Your new password may take up to 20 minutes to activate in our system.
  • Update drivers and firmware
    Make sure that the drivers and firmware on your computer and modem are up-to-date. That process varies by computer and operating system, so check your computer’s help system if you don’t know how to do it.