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General Tips To Follow Before Calling Us

 When troubleshooting your network, only unplug and test one  link at a time. If you do multiple steps at once, you will not know  which piece of equipment is causing the issue.

 When your radio was set up, you received an install sheet with  an IP Address, a Subnet Mask, Gateway, etc. Please keep this  sheet and have it handy when troubleshooting your network.  You will need it. If you don't have the sheet, you will need to  call us.

 If you've followed the self help guide and still have an issue, do  not hesitate to call Cybernet at 250-847-5020. We are happy to  help, however it is advised that you try these steps yourself  before calling us - most of the technician calls have been related  to these simple steps.

 When you give us a call, be sure to have the following  information handy:

• Your username
• Any necessary passwords (router password, cybernet account password)
• Are you high-speed or dial-up?
• Do you have a router?
• What type of router do you have? (The name is on the router : D-Link, Link-Sys, Belkin)
• What exactly is your issue? (Be as detailed as possible)
• What have you done to try and resolve the issue?
• What operating system are you running? (i.e. Mac, Windows 98, Windows XP, Windows Vista, etc)