Support

Use this page to troubleshoot any issues you may be facing with your netBlazr connection. If you still need assistance, please call our Support team at (617) 718-5500 x3 or email [email protected].

We also update frequently on Twitter @netBlazr if you have any questions or service disruptions.

What can I do to speed up a slow connection?

If your internet is running slowly, here are some troubleshooting steps you can try to alleviate or repair the symptoms:

Please unplug the power cord from router.

Once unplugged, check the Ethernet cable that leads from your ethernet outlet on your wall, to the back of your Router. This is the ethernet that brings the signal to the router.

After checking the Ethernet cable, plug the router back in, and wait one (1) full minute.

To test your speeds, you can visit www.speedtest.net

If you are still experiencing slow speeds, try bypassing the router by plugging your computer directly into the wall plate. This can be done by locating the ethernet cord that connects the router, which looks like a thick telephone cable. Unplug one end of this cable from the router, and plug it into your computer instead.

Once you have bypassed the router, wait one full minute, and run a speed test at www.speedtest.net This will show how fast your internet speed is running through the wall plate.

If your speeds improve after bypassing the router, it is the router that may be causing the speed issues. If your speeds continue to suffer after having bypassed the router, please call our technical support line 617-718-5500 x3.

What do I do if my Internet connection is intermittent?

An intermittent internet connection can happen for a variety of reasons ranging from poor signal to equipment failure. Here are some steps you can try if you notice that your internet connection is dropping off and coming back on regularly:

Please unplug the power cord router.

Once unplugged, check the Ethernet cable that leads from your ethernet outlet on your wall, to the back of your router it is a thicker phone jack. This is the cable that brings the signal to the router. This cable needs to be tight on the back of the router, and on the wall outlet.

After checking the Ethernet cable, plug the router back in, and wait 2 full minute until the lights on your router comeback normal.

If you're still having issues after the reboot, try bypassing the router by plugging your computer directly into the wall plate. This can be done by locating the ethernet cord that connects router, which looks like a thick telephone cable. Unplug one end of this cable from the router, and plug it into your computer instead.

Once you have bypassed the router, try connecting to the internet and see if you have any issues this way.

If your internet connection stabilizes, the issue is likely with the router you are using.

If you're still having issues after bypassing the router and rebooting the system, please call our technical support line for further assistance at 617-718-5500 x3.

What should I do if I can't load a certain web page?

If you are unable to load specific webpages there may be a security setting or a firewall causing the issue either on your computer or router. netBlazr never blocks any webpages for any customers.

Here are some things you can check to narrow down where the issue is located:

Check a website that confirms if a page or server are currently active like http://www.isitdownrightnow.com/to make sure that the webpage you're trying to access is currently up. If it's down on this website, that means the webpage is having issues on their server and is not working for anyone.

Try other computers or devices that have an internet connection. If only one of your devices is having issues connecting to the webpage, then there is a security setting on your computer causing the problem. If you are not sure how to locate your security or firewall settings, you would need to speak to your security software manufacturer, or a generalized computer support specialist.

If all of your devices are not able to access the one webpage, the issue may be with your router or wireless network settings. You can confirm this by bypassing the router and plugging a computer directly into your wall plate. This can be done by locating the ethernet cord that connects the router, which looks like a thick telephone cable. Unplug one end of this cable from the router, and plug it into your computer instead.

Once you've bypassed your router, Wait about one minute to allow your computer to register to the network.

If this resolves your issue, and you do not know how to adjust the security and firewall settings on your router you will need to contact your router manufacturer for assistance.  If the issue still persists run traceroute. Traceroute is a network diagnostic tool used to track the pathway taken by a packet on an IP network from source to destination. By doing traceroute it will help us determine where the block is coming from. Here is a link on how to run trace route https://support.cloudflare.com/hc/en-us/articles/200169336-How-do-I-run-a-traceroute-. Once you receive the results please send it to [email protected]

If your issue is still not resolved, please call our technical support line at 617-718-5500 x3

Where should I place my wireless router for the best possible connection?

The placement of your wireless router can impact the quality of your connection throughout your home. A central location nearest to devices will allow for the best connection.

Here are some tips for optimal router placement:

Let it breathe — Depending on the brand, your router has little vents on the top, bottom and sides. Those vents are there so the router can get air. Help it out by placing it on a desk (or similarly hard surface) and make sure there are a few inches between it and the wall.

Keep it cool — Electronics don't like to be overheated. Keep them out of direct sunshine, away from radiators and separated from other electronics.

Remove barriers — Physical barriers such as brick, walls, water, metal, reflective surfaces, windows and furniture can prevent wireless signals from effortlessly traveling back-and-forth between your router and computer. Wireless signals need to be able to travel. If they can't, you end up with intermittent (or no) signal. To improve connectivity, try moving your router (or the physical barrier). You may need to try a few locations to figure out what consistently works.

Higher is better - Finding a place for your router that's higher up (e.g., bookcase, shelf, upstairs), gets you better coverage. Places that are centrally located are even better.

Keep your devices close — While they need breathing space of a few inches, ideally, your router and computer shouldn't be separated by more than a few feet. Also, pay attention to how far away your computer is from the router. Your wireless network only extends so far. When you're on the periphery, the signal starts getting weak and can be intermittent. If you need to boost your signal range, consider installing a wireless repeater.

 

What’s the difference between 2.4-Ghz and 5-Ghz Wi-Fi? Which should I use?

Deciding which network to use should be based on your unique home set-up.

The 2.4-GHz can be used for all your wireless devices. It can transmit data over longer distances and through walls and other solid objects. But, the 2.4-GHz band is more susceptible to interference, so speeds may not be as high.

The 5G-Hz band is ideal for newer devices such as your laptop, phone, or tablet because it can transmit higher amounts of data. However, it is less able to penetrate solid walls and objects, so if you are far away from your router, your signal strength may be lower.

Devices streaming a lot of video, such as Roku or Amazon Fire Stick, should connect to the 5G-Hz network, provided you can receive a strong wireless signal.  If you cannot, use the 2.4-GHz.

If you have an issue that you cannot solve using the information above, please call us at 617-718-5500 x3 or email us at [email protected]