Internet Troubleshooting
To help you with common internet support topics, the following is a list of common issues that are
easily resolved by following these simple troubleshooting tips:
I have no connection to the Internet
The loss of your internet connection may happen for several reasons, but usually means that
one or more of the devices on your home network has lost connectivity, or may need to be
power cycled.
Check the following:
1. Make sure the power supply (also called Power over Ethernet or PoE) for the outdoor
Subscriber module is plugged in and working (this AC power supply typically has a
green LED on it). Also make sure the Ethernet cable from the outside unit is connected
to the RJ45 connector on the power supply.
2. Make sure the physical network cable from the PoE is connected to the router or
computer.
3. Make sure all computers, routers, and other network devices are plugged in and have
power.
If this does not solve the issue do the following:
1. Power cycle the outdoor unit by unplugging the power adapter. Wait a minimum of 90
seconds and plug the device back in. NOTE: If the power adapter is plugged into a
power strip, power cycle the power adapter itself not the power strip.
2. If you have a router, wireless router or other network device, then power cycle the
device(s) by unplugging the power. Wait a minimum of 90 seconds and plug the device
back in. NOTE: If the router or other network device is plugged into a power strip, power
cycle the router/device itself not the power strip.
3. Make sure the Internet and network settings for your computer are correct and reboot
your computer. If you are connecting wirelessly with a laptop, make sure the wireless
feature is turned on, and you are in range of your wireless router.
If none of the steps above work to restore your Internet connection, please call New Source
Broadband Technical Support at 1-888-670-7804 Option 3.
__________________________________________________________________________________________
1110 Hwy 16 South
Graham, TX. 76450 940-521-0505
My email is not working
For all email account access, first check to make sure your Internet connection is working by
opening your Internet browser. If your connection is not working, see the above section.
If your internet connection is working, and you are attempting to access an online email service
like Yahoo or gmail, check the troubleshooting instructions for that particular email site (for
example, https://help.yahoo.com for help with Yahoo mail).
For New Source Broadband email accounts, if your Internet connection is active, you may
have a problem with your email settings. The correct settings for the mail servers for an email
program such as Microsoft Outlook, depends on your particular email address:
POP Server
SMTP Server
pop.nsbmail.net
smtp.nsbmail.net
email@nsb-graham.com
pop.nsb-graham.com
smtp.nsb-graham.com
email@nsb-pklake.com
pop.nsb-pklake.com
smtp.nsb-pklake.com
email@nsbmail.net
Please contact support for help with other program settings at 1-888-670-7804 Option 3.
My Internet connection seems slow
The speed of your Internet connection and the speed of downloads or streaming, may be affected
by several factors including:
Viruses, Spyware, and other Malware on your computer:
Viruses often slow your computer’s performances as they demand processing power and
use Internet resources because they often send out massive amounts of information over
your Internet connection. Spyware, like viruses, often slows your computer’s performances
because they demand processing power and use Internet resources. They often send out
information over your Internet connection. Some malware can install an outgoing email
server and send thousands of junk emails from your computer without your ever being
aware of it.
__________________________________________________________________________________________
1110 Hwy 16 South
Graham, TX. 76450 940-521-0505
Network traffic:
As you add computers to your home network, or when your usage for downloading large
files or streaming video while multiple users are also accessing the internet, you may
experience what seems like a slower connection In this circumstance you may want to
consider moving to a faster internet package.
Also, please be aware of file sharing software that might allow others to access and
download large amounts of data from your computer. For example, programs such as
Morpheus, Kazaa, Limewire, and BitTorrents, by default, will share your connection with
others on the Internet. This can significantly impact your peak performance requirements,
and you may want to consider configuring such programs to have uploads and sharing
disabled.
Transient performance slow-downs can also occur due to internet traffic peaks or
connection issues located between you and the particular internet site you are attempting
to access (a serious outage in “the cloud” caused by a severed fiber optic cable between
Wichita Falls and Dallas, for example). Some speed issues can also be a result of slow
website performance (streaming video sites that are overwhelmed by a sudden spike in
users, for example).
You can test your internet speed by using one of the numerous websites that offer speed tests.
Three sites that are not associated with any internet service provider are:
http://speedof.met
http://speedtest.net
http://myspeed.visualware.com
When using these sites, remember that any resources that users on your network are using will
reduce the speeds reported.
If you are consistently not receiving the speeds you expect, please call New Source Broadband
Technical Support at 1-888-670-7804 Option 3.
__________________________________________________________________________________________
1110 Hwy 16 South
Graham, TX. 76450 940-521-0505