Welcome to Star Communications’ Internet Support guide. This article will help you troubleshoot common issues with your DSL High-Speed Internet and Fiber-to-the-Home (FTTH) connections.
Follow the checks and procedures outlined below to ensure your internet service is functioning correctly. If further assistance is needed, please do not hesitate to contact our Technical Support team.
DSL High-Speed Internet Trouble Shooting with Modems
MODEM Brands: Comtrend, ZHONE, Visonet
Check #1
Is the DSL modem connected correctly to the Incoming DSL Line?
On the back of the modem where the cables connect look for the port that is labeled “LINE” or “ADSL.” The phone line coming from your wall jack should be connected in this port. If the phone line is passing through a filter or line conditioner, make sure it is connected to the “Modem” side of the filter.
*Correct connection should result in a solid DSL, ADSL or Status light on the modem indicating that the modem is properly synced with the Star Communications field equipment. If this is not the case please contact Star Communications Office for Technical Support.
Check #2
Is the DSL modem connected correctly to your PC or Wireless Router?
On the back of the modem where the cables connect look for the port that is labeled “LAN”. On some brand of modems there is only 1 single port labeled “LAN” while on other brands there are 4 LAN ports. The ethernet cable should be connected to “LAN1”. The other end of the ethernet cable should be into your device (PC or router). If you are using a wireless router make sure you are connected to the port that is labeled “INTERNET” “MODEM” or “WAN”
*Correct connection should result in a active LAN light on the modem indicating that the modem is properly connected to your device (PC or router). If the LAN light is not on please contact Star Communications Office for Technical Support.
Check #3
If check #1 and #2 do not resolve the connection issue…
Power cycle the Modem by removing the power source for 10 seconds, then placing back into the modem. If still not working, power cycle the Wireless Router by removing the power source for 10 seconds then placing back into the Router.
*If you subscribe to Star’s managed Wi-Fi service, the Wi-Fi light should be green. If the Wi-Fi light is not green, please contact Star’s Technical Support for assistance.
**If you do not subscribe to Star’s managed Wi-Fi service and are using a 3rd party wireless router, disconnect the Ethernet cable from the router that is coming from ETH1 on the modem and connect the cable directly to a desktop or laptop to verify there is not internet connection coming from the modem. If there is connectivity to the internet with a direct connection from the modem to your desktop or laptop, you will need to contact support for the specific brand wireless router that you purchased. We are not able to troubleshoot 3rd party wireless router issues.
If you are experiencing issues with getting correct speeds with your internet connection, please disconnect as many devices as possible, wireless or hardwired, and proceed to speedtest.net OR download the Speedtest by Ookla on your wireless device. Run a speed test to determine the connection speed. Please note that wireless seed tests are not as accurate as a hardwired device. If test results less than 80% of the subscribed speed package, please contact Star’s Technical Support for assistance.
FTTH (Fiber-to-the-Home)
INDOOR Fiber Modems
Some customers may have an indoor ONT-Fiber Modem. These will either be a white ZHONE or black CALIX unit and should be located near the wireless router.
- If you have this type of fiber device for your service delivery, please verify that the device has lights lit up.
- If you don’t have any lights, verify the power source is secure into the device and into the power outlet.
- If you still don’t have any lights on the device, please verify the wall outlet is working correctly by plugging in another electrical device to confirm it is working.
- If the electrical device works, please contact Star’s Technical Support for assistance.
- If lights are on and still no internet connection, verify that the Ethernet cable going to your wireless router is plugged into ETH 1 ONLY. ETH 2-8 are utilized for Video service only.
- If you are having Wi-Fi issues, verify that your wireless router has power.
- If it does, power cycle the wireless router ONLY. Wait until the lights come back on and try your connection.
- If you subscribe to Star’s managed Wi-Fi service, the Wi-Fi light should be green.
- If the Wi-Fi light is not green, please contact Star’s Technical Support for assistance.
- If it does, power cycle the wireless router ONLY. Wait until the lights come back on and try your connection.
Check #1
Is the ethernet cable coming from the Fiber Mod connected correctly?
In the room where the PC or Router is typically located you will find an ethernet cable coming up through the floor. In some cases a data jack may have been installed in this room also. The ethernet cable coming through the floor or the installed data jack is the source that the internet service is coming in on. Insure that there is a connection of the ethernet cable into your device (PC or Router).
Check #2
Is the Battery-Backup Unit (UPS) correctly plugged into a power source?
The Battery-Backup Unit (Grey or White box with red writing) supplies electrical power to the Fiber Mod on the outside of the house. Insure that the Battery Backup Unit is connected properly to an A/C outlet that is working. Also insure that the cable leaving the unit and going into the floor is secure in the Battery Backup Unit. If this unit is not connected correctly the Fiber Mod will begin to disable its ports in an attempt to save dial tone.
*If the above checks have been completed and the internet service is still not working, please contact Star Communications Office for Technical Support
If you are experiencing issues with getting correct speeds with your internet connection, please disconnect as many devices as possible, wireless or hardwired, and proceed to speedtest.net OR download the Speedtest by Ookla on your wireless device. Run a speed test to determine the connection speed. Please note that wireless seed tests are not as accurate as a hardwired device. If test results less than 80% of the subscribed speed package, please contact Star’s Technical Support for assistance.
