Sometimes MVlink members mention issues connecting to the Internet; maybe web pages load slowly or keep buffering, or a single device shows slower speeds. Buffering should not be an issue with the speeds MVlink fiber offers so it may mean the software has encountered a problem. Before calling MVlink’s tech support, unplug your device from power for a few seconds and plug it back in. Then hold the power button down and give it a restart. (It’s always good to check your device manual for more information on safely powering it down.) If this doesn’t resolve your issue, then go to the Internet source and reboot your WiFi router. With an MVlink router, you can start by using a ballpoint pen to press and hold the reset button for a few seconds to allow it to restart; or you could also remove and replace the power cable. Please allow 5-10 minutes for the router to fully reboot. In most cases, a restart wipes away the current (bad) state of the software and allows it to start in a fresh state. Just think how much more convenient, and faster, this could be versus making a ‘repair’ phone call. However, MVlink’s fiber team is still ready and willing to help you get the most value for your Internet service.
Upon taking MVlink service, members receive a modem. The type of modem depends on whether or not a member chooses to use their own router or use the MVlink Gigacenter. The Gigacenter unit is actually a combined modem and router. Because of this, our fiber team can troubleshoot it. There is a monthly charge of $4.95 for this unit. There is no additional charge if a member uses their own router with our modem, but we are unable to troubleshoot privately-owned routers. Know what you have and how it may impact your service.
Troubleshooting tips from our fiber team:
• Allow several minutes for the modem or Gigacenter to reboot
• Look at the lights on your modem or Gigacenter. If the unit has re-started, the power and broadband lights should be solid green
• The service light should be green and may blink occasionally
• If you are using WiFi, the Gigacenter lights for WiFi 2.4Ghz and WFi 5Ghz should be blinking green
• If you have an internet cable plugged in to the unit (typically referred to as Ethernet), that light will also be blinking green
• If any of these lights are off, orange or red, unplug the power cable and wait about one minute; then plug it back in and wait for it to fully re-start. If the lights are still not green as noted above, then you have a service issue that needs to be reported to us
• If you are using your privately-owned router, we recommend you unplug all of your devices and then work your way back from the source to plug in each device. As an example, first plug in the MVlink modem, wait about a minute and then plug in the power to your router. This process gives the MVlink modem time to reboot so that your own router can then get the settings it needs to operate
o If you are still having issues, you may want to plug your computer directly into the MVlink-supplied modem to see if you have internet service; this can tell you if there
may be an issue with your personal router
• Once you are comfortable the modem/router devices are operating then you may need to restart your computer once or twice
• Last, any repeaters or extenders in your home should be unplugged and then plugged back in so they can also reboot with the information they need from the MVlink modem
• Please, do not touch the ‘Reset’ button on the MVlink-supplied devices. This can erase the device’s memory and you will definitely need a service call.