Intermittent Connection

Symptoms: Service drops at random intervals, internet works great at times but occasionally not at all

Bummer! We do our best to find and resolve intermittent connections before you notice an issue, however, we aren’t always able to catch them all. We’re here to help.

*If you need assistance or are unable to follow troubleshooting steps, just give us a call at (208) 239-0333

Troubleshooting Intermittency. Let’s do this.

Step 1: Power Cycle (Reboot your internet, router, and devices)

1

Locate

Locate the white power adapter within your house, typically found near your computer or router. The power adapter will have a “U” logo and say 24V on it.
2

Verify

Verify that all wired connections going to/from the power adapter are securely connected.
3

Power Cycle

Power cycle the adapter by briefly unplugging it from the outlet. This will reboot the internet.
4

Confirm

Confirm that the white LED on the adapter is lit, indicating that it is providing power to your internet receiver.

Step 2: Inspect

1

Obstructions

Look outside at your Affinity antenna. Are there any physical obstructions? Tree branches, icicles, vehicles, or a new home nearby that could be blocking the signal? If so, give us a call and we can look to move it to a better location.
2

Alignment

Is the receiver out of alignment? If it is pointing at the ground or looks different than it did upon installation, give us a call to re-aim it. Please do not attempt to realign the antenna yourself. This activity needs to be completed by a trained Affinity technician and can put you at risk of injury.
3

Cabling

Check out the cabling going to the receiver. If it is cracked or shows any sign of damage, give us a call to have a technician replace it.

If you have followed these steps and are still experiencing intermittency, please call us for further diagnosis. If we can’t fix the problem over the phone, we’ll dispatch a technician right away.

Select one of the common issues below for a troubleshooting guide:

DON'T SEE IT HERE?

If you have a technical question that is not included here, contact us with your question.

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