Troubleshooting

We have identified some basic trouble shooting tips to help you address some common issues:

 

Restarting your service

 

If you are experiencing difficulties with your system, we recommend power cycling your modem. This is very similar to re-starting your computer when experiencing problems. Below are the powercyle instructions for Wireless, Ku and Ka

Wireless high-speed Internet: English Power Cycle 1

Ku-band high-speed Internet: English Power Cycle 2

Ka-band high-speed Internet: English Power Cycle 3

Back to top

 

Maximize your speed

Please note that we have removed the speed tests for the Ka-band service due to system updates.  If you would like to have a speed test performed, please contact Customer Care at 1-866-841-6001 and a Customer Care Representative will perform a speed test with you.

Back to top

 

Not connecting to the Internet

If you think your Internet connection is not working properly or you have lost your Internet connection altogether, there is a simple test you can run that will indicate whether or not you have an Internet connection. It's called the Ping test.

To run the Ping test, please follow these instructions:

 

  1. Step 1 - click the Start button, which is located at the bottom left hand corner of your screen
  2. Step 2 - click on the Run icon, which will open a Run pop up window
  3. Step 3 - the pop up window will prompt you to type in the name of a program, folder, document, or Internet resource. Enter Command in the blank field, and click ok. This will bring up the command screen.
  4. Step 4 - in the command screen enter Ping (space) google.ca, and click Enter. If you have an Internet connection this should produce the following message:

    Pinging google.ca [64.233.161.104] with 32 bytes of data:
    Reply from 64.233.187.104: bytes=32
    Reply from 64.233.187.104: bytes=32
    Reply from 64.233.187.104: bytes=32
    Reply from 64.233.187.104: bytes=32

    Ping statistics for 64.233.187.104
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss)

    If you received the above message you have an active Internet connection. If you do not have an active Internet connection you'll receive a message similar to this:

    Unknown host google.ca
    Or
    Request timed out

     

    If you receive either one of the above messages you should do the following:

  5. Step 5 - in the command screen enter Ping (space) 64.233.187.104 and click Enter. If you have an Internet connection, the following message will appear:

    Pinging google.ca [64.233.161.104] with 32 bytes of data:
    Reply from 64.233.187.104: bytes=32
    Reply from 64.233.187.104: bytes=32
    Reply from 64.233.187.104: bytes=32
    Reply from 64.233.187.104: bytes=32

    Ping statistics
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss)

     

    If you receive the above message you have an active Internet connection, but you may be experiencing problems. We recommend that you contact Xplornet's Customer Care Centre at 1-866-841-6001.

    If you do not have an Internet connection, you'll receive a message similar to this:

    Pinging 64.233.187.104 with 32 bytes of data:

    Destination host unreachable
    Destination host unreachable
    Destination host unreachable
    Destination host unreachable

    Ping statistics for 64.233.187.104:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss)

     

    If you receive the above message, please contact Xplornet's Customer Care Center at support@xplornet.com or 1-866-841-6001.

Back to Top