Connection Problems

General Solutions to Connectivity and Settings

QUICK STEPS

step 1

STEP 1

Check Cords and Cables
step 2

STEP 2

Power Cycle Router
step 3

STEP 3

Clear Cache
step 4

STEP 4

Restart Computer/Device
step 5

STEP 5

Contact Us or Open a Ticket
STEP 1

Is everything plugged in?

Vacuuming, curious children, and loose cables are some causes of cords coming unplugged.

Before doing anything, double check that all of your cables and cords are plugged in properly.

check the cords
STEP 2

Power cycle your equipment

Your router should be plugged in near your receiver. In some cases it may have been installed in your attic. Although there are many types and brands and looks for routers, it should look similar to this.
Your ZochNet issued receiver should be a light coloured rectangular or cylindrical device with signal lights on the back or side.

  1. Unplug your router and ZochNet receiver from the wall.
  2. Wait 30 seconds.
  3. Plug in your ZochNet issued receiver.
  4. Wait 30 seconds.
  5. Now plug your router back in.
  6. Wait for 3-5 minutes before trying your connection again.

Power cycle your equipment
STEP 3

Clear you Cache

Using your internet browser of choice (Chrome is shown below), open the settings or internet options menu.
Step 1: Click on the Chrome menu icon seated towards the right end, besides the address bar. clear the cache
Step 2: Navigate to Tools -> Clear browsing data. If you love keyboard shortcuts you can use the Ctrl + Shift + Delete combination and ignore Step 1 and Step 2.
clear the cache
Step 3: A pop up (as shown below) will appear on your screen. Here, you can select, not just cache, but any browsing data that you wish to delete.
clear the cache
Step 4: Since we are concerned with browse cache, tick mark the option reading Empty the cache and uncheck all others. In order to clear cache completely we suggest that you select beginning of time from the drop down. Click on Clear browsing data when done.
clear the cache
Cool Tip: We have covered Chrome settings URLs. So, you can also navigate to the data clearance page by using the URL chrome://chrome/settings/clearBrowserData. OR just use chrome://chrome/history/ and then click on Clear all browsing data button.
check the cords
(If you use Internet Explorer, you may skip these steps as automatic cookie handling should be active.)
This may take a few moments.
Now close and then reopen your browser and try to connect to some sites.

STEP 4

Restart your computer

Restarting your computer will often solve a variety of issues not limited to your internet connection. Your computer, just like you, sometimes needs a break to refresh.

Other Problems

Frequently Asked Questions Answered

General Info

My internet is down, what do I do?

The first thing you should do is go through the pre support checklist, found here. If your connection still doesn’t work after following the steps listed, please contact us. At this time, a service ticket will be created and a technician will review and resolve all tickets in the order they were received.
(Due to the nature of the process, we are not able to give time estimates or queue updates. Some issues are solved quickly while others need more time.)

Once we have restored your service or if a site visit is required, we will contact you. Some service calls requiring a site visit are billable.
Click here for more information on billable service calls.If you currently have an open ticket but your issue has been resolved without our help, please let us know.

In the case of a large outage, individual issues will not be addressed until we have resolved the area-wide network issue. However, you may still report your problem.
At that time, we will respond to any reported individual service issues and resume our normal procedure.

We provide high speed internet service via Wi-Fi using local wireless towers. It is not satellite.

Satellites work by sending data through the atmosphere into space and bouncing it to and from a dish.

Our internet works by sending and receiving data under cloud level, directly to and from a local tower. Data is only sent about 3 miles with ZochNet, but satellite data has to travel over a thousand miles before it gets to its destination. That’s why satellite takes quite a bit longer and is therefore, slower.

Another reason we are better than satellite is that our signals are made to travel through poor weather conditions.

Our lowest package provides speeds 10x faster than dial-up.

We support Virtual Private Networks and Voice over IP for customers using the gold package or better.

Most stock exchange software requires at least our gold package but may require speeds not currently available through ZochNet.

We have no data usage restrictions, absolutely none. Use your internet as much or as little as you’d like. We will not throttle speeds, charge fees or disconnect your services.

We provide internet by speed, not data.

Just like all other internet service providers, the package you choose determines your top speeds, not the average or minimum. Not average or minimum. For instance, if you choose the gold package, you will be receiving data at speeds of UP TO 3 Mbps.

Speeds can be affected by the following:
• Arrangement and Allocation The length of your cables or the distance from your router Low or covered positioning of your router Damaged cables The number of users in your network, a.k.a. bandwidth
• Personal Devices Hardware/Software-Bad hardware viruses in your device

Installation

Can you take me through the installation process?

First, you will contact us. We will need your name, a contact phone number, and your physical address. Upon a successful preliminary coverage check, we will schedule a site survey with you. This is a free service to determine the actual coverage of your location. No payments or obligations are made at this point. During the site survey, we will need access to an electrical outlet. At the end of the site survey if you are present, the option to install will be given.


If you agree and no other equipment is needed, we will install. It is at this time that we will take your payment.
Go below to the Charges and Fees section for installation costs.

Depending on your preference, you may need a router.
See the next question for more details.

A router is the sole way to provide internet access to more than one device at a time or to devices that are only wireless, such as smart phones & tablets.

If you only have one device and it supports a wired connection (Such as an Xbox or PC), you may forget the router.

Typically, you may find a wireless router for around $30. While any type may be used, some are better than others. We recommend Netgear N300. Belkin brand routers are not recommended.

We now supply routers for $45 - $60 plus tax (when in stock).

Unfortunately, no. Installation and configuration is very complex and requires a trained service technician on-site.

At this time, ZochNet service is only available for stationary use.
The receiver is set in a specific location, pointed carefully in a certain direction.

You may move about your home or business with Wi-Fi, but your home or business may not move around with you.

Charges and Fees

How much does it cost to get installed?

At the time of installation you will be responsible for the regular installation fee of $100, and in case you need a 50ft pole then a $150 fee will apply, and your first month’s service depending on your package. You are also responsible for tax.

Call our office to get information on payment plans or ongoing sales..

No. Each month, on the day you were installed, you will be charged your package price and applicable taxes only.
There are no processing fees or surcharges.

Only problems directly related to the following devices are covered in free services: Towers, Radio receivers, POE, the cable from the POE to the receiver, POE adapter, & poles and elbows owned by ZochNet.

This free service excludes issues caused by customers, their own devices, equipment damaged by customers, and acts of God.
ANY time a technician has to go on-site to a customers house there is a $25 charge fee.
We warranty the equipment as long as you are a customer, but there is a $25 trip charge fee.

If your service is reinstalled due to nonpayment disconnection you will be charged for full installation. To move your service from one location to another you will be required to pay a relocation fee of $100 plus tax.
There will be a $55 (plus tax) service charge for house calls that are considered billable.
(See Why have I been charged $55 for a service call for more info).

Currently we charge $45 per hour worked for computer repair. With a minimum of 1 hour. Most jobs, such as virus removal and system cleanup, only end up being the minimum $45 plus tax.
Any replacements or upgrades will be added to the total at pickup.

If you are still experiencing issues?

Please Feel Free to Give Us a Call or just Send Us an Email.

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