Internet & WiFi FAQs
My internet isn’t working – what should I do first?
First, determine whether the issue is limited to one device or one website.
Try the following:
- Open a different website (for example, try google.com or weather.com).
- Try a different browser such as Google Chrome, Microsoft Edge or Safari.
- Try another device in your home (phone, tablet or computer).
If nothing connects on any device, take a moment to inspect your router:
- Are the lights on?
- Are any cords loose or unplugged?
- Has anything been moved recently?
If everything appears connected but you still have no service, the next step is to reboot your router.
How do I reboot my router?
To safely reboot your router:
- Locate the router’s power cord (thin cord with a round barrel connector).
- Gently pull the connector straight out from the back of the router.
- You should notice the lights go out on the router. Wait at least 30 seconds with the power disconnected.
- Plug the cord back into the router.
After plugging the router back in, allow at least 5 minutes for it to fully reconnect before testing your internet.
If you’re still experiencing issues, call our office at 800-592-6105.
Could a moved cord or device be causing my service to stop?
Yes! In certain circumstances, moving your router or adjusting a cord can interrupt your service.
Here’s what to check:
- Make sure there is a cord securely plugged into the port labeled WAN on the back of your router. This cord connects your router to the box (called an ONT) where fiber enters your home.
- If any devices in your home are not connected through WiFi, they will be plugged into the router with an Ethernet cable. These cables should go into the ports labeled LAN on your router or into a small box (called a network switch) that connect back to the router. Make sure these cables are securely connected.
💡 Helpful Tip: If you’re calling for assistance and the router was recently moved, letting our team know could make troubleshooting faster and easier.
What’s the difference between WAN and LAN ports on my router?
- WAN (Wide Area Network) port: This port is where your router connects to the internet. It’s the “entry point” for all the data coming into your home.
- LAN (Local Area Network) port: These ports connect your devices not on WiFi – like desktop computers, printers or other wired devices – to your home network.
What is my WiFi password?
There are three ways to locate your WiFi password:
- Check for a printed sticker on your router.
- Review the information sheet provided by your technician during installation, which should include your WiFi network name and password.
- If you’re using the WCTA Managed WiFi App, you can view your password under the Network tab and easily update if needed.
If you’re unable to locate your password, call our office at 800-592-6105 for assistance.
How can I change my WiFi password?
You have two options:
- Use the WCTA Managed WiFi App
- Call Us: Contact our office at 800-592-6105, and we’ll be happy to assist.
How do I check my internet speed?
You can test your speed in two ways:
- Use the Speed Test tool in our Help Center.
- Run a speed test directly from the WCTA Managed WiFi app.
Note: We recommend that you limit the use of other devices using internet while testing to ensure the most accurate results.
Can I use my own or should I use WCTA equipment?
You can use your own third-party equipment. However, we highly recommend members take advantage of the free router provided by WCTA as our equipment offers several benefits:
- Carrier-grade performance for reliable internet
- Wide coverage area throughout your home
- Latest WiFi standards and security protocols to keep your network safe
- Management through the free WCTA Managed WiFi app
- Remote support – our team can help troubleshoot and/or assist you in making changes to your network
- Free replacement – WCTA equipment is eligible for replacement if it fails on its own. Damage caused by external factors in the home (accidents, pets, environment, etc.) may not be covered.
Note: Some third-party systems may not communicate properly with our network. This can sometimes cause service interruptions or limit our ability to help you remotely and, in some cases, may require a technician to visit your home to resolve the issue which could result in service charges.
Do you offer WiFi extenders, and how do I know if I need one?
We do offer mesh WiFi extenders designed to work seamlessly with our routers. A mesh unit can help improve coverage if you notice:
- Buffering or slow WiFi
- Weak signal in certain areas
- Dropped connections
Other situations where a mesh unit may be helpful:
- Large or multi-story homes
- Homes with a complex layout
- Many connected devices
- WiFi is needed outside your main dwelling (like a shed, shop, or farm building)
How do I start a trouble ticket if my issue isn’t resolved?
If your issue isn’t resolved, you can open a trouble ticket by:
- Calling our office: 800-592-6105
- Open one through the WCTA Bill Pay app
- Submit a trouble ticket through our eStatement website
What is the Internet Technical Support Number?
The Technical Support Number is 877-928-2835 and they are available 24 hours per day, 7 days per week.
Visit WCTA’s YouTube Channel for additional Tech Tips and How to Videos!