Fiber Internet Tech Support

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Here you will find some quick tips on Internet service over fiber-optic lines.

If you need additional help, please don't hesitate to call us or send us an email.

Tips for restoring your Internet service

What should you do if the Internet isn’t working? We are going to guide you through different troubleshooting suggestions to get your service working even faster.

How to run a speed test on an Android device

Are you trying to figure out why your internet isn’t working the way you expect or want it to? This tutorial is going to help guide you step by step to use a speed test app to see your download and upload speeds on a specific device.

How to run a speed test on an Apple device

Are you trying to figure out why your internet isn’t working the way you expect or want it to? This tutorial is going to help guide you step by step to use a speed test app to see your download and upload speeds on a specific device.

How do I configure a router?

Alliance's High-Speed Internet over Fiber Optics service will allow you to connect to the Internet through most routers, without the need for configuration changes.  Alliance uses DHCP as the method of connecting its customers, so all necessary IP settings are assigned to your router automatically.

Although there is no configuration needed to connect to the Internet, different routers have different security features.  Alliance recommends that you change the management password on your router to something other than the default.  Wireless routers also offer a number of security options.  To enable these options, please consult the documentation that came with your router.

What is a Zyxel silver PLA-400?

The silver box is called a Zyxel PLA-400 Homeplug powerline adapter.  This device allows you to use your home's electrical wiring to transmit data, and a minimum of two adapters is required.  One of the adapters is located near your computer equipment, and the other is placed close to the Alliance Internet service.  These devices are used in those places where running a network cable is impractical or impossible.  Please note the example below for a better idea of how this works.

Below are images of the Zyxel PLA-400.  Click on the images to see enlarged views of the powerline adapter.

If everything is working properly with this device, the first, second and fourth lights should be green.  If the lights are blinking, that is OK.  This indicates that the boxes are communicating and passing data.

If you are unable to access the Internet, try rebooting these devices, as well as any networking equipment you may have.  Finally, reboot the PC.  To reboot the Zyxel PLA-400 devices, simply unplug the power for 10 seconds, and then plug them back in.  If this fails to resolve your issue, check the other troubleshooting tips on this website or contact Alliance for further assistance.

Internet and cable out?

If you discover that both your Alliance cable and fiber Internet services are not working, this usually indicates a problem with your uninteruptable power supply, or UPS.  The UPS is a white box labeled CyberPower, and it is usually located in the room where your utilities come into your house.  This box contains a battery that provides power for your telphone service in the event of a power outage, and it is plugged into a standard 110 volt wall outlet. 

Check to make sure that the green light labeled AC is lit on the CyberPower UPS.  If not, the battery is no longer being charged, and the fiber equipment has disabled all services except telephone to conserve energy.  If the green AC light is out, check the outlet to see if the power cord is plugged in.  If the UPS power cord is plugged in, check the outlet for GFI buttons.  If this outlet is equiped with a GFI, there will be two buttons, one labeled test and another labeled reset, located in the middle of the outlet.  Push the reset button to restore power to the outlet.  This should cause the AC light on the battery backup to come back on.

If following these instructions does not restore your service, call for more support by dialing 611 from any phone with Alliance service, or call 605-594-3411.

 

Internet out but cable is working?
  • Verify that the power to the router is on, and that the router's internet/WAN port is properly connected to our Internet service with a straight-through network cable.
  • If you have a wireless router and you are connecting via a wireless network adapter, verify that you are getting a wireless connection to the router.  If you are connected via the wireless adapter, there should be an icon in the system tray that shows the wireless network name (SSID) and signal strength.  If your wireless icon does not have this information, your computer is not connecting to the wireless router.  Connect with a network cable and try again.
  • If your computer is plugged into the router with a network cable and it still cannot connect to the Internet, reboot the router and the computer and try again. 
  • If rebooting the router and PC does not solve the problem, check the IP address on the PC via the ipconfig command.  To do this, follow these instructions:

    1. In XP, go to START > RUN and type in cmd.  Press OK.  In Vista and Windows 7, click the Windows button, type cmd in the START SEARCH box, and press enter.

    2. In the black command prompt screen, type in the command ipconfig and press enter.

    3. If everything is working correctly, the network adapter labeled Local Area Connection should have an IP address of 192.168.x.x, 172.16.x.x, or 10.x.x.x (the x characters represent any number between 1-254).

    4. If the above steps do not resolve the problem.  Remove the router and plug the computer directly into the fiber service.  Reboot the computer.
Security on fiber networks?

Because a modem is no longer needed, your computer or router will have a public IP address. If you have a router, you should consider changing the management login/password to something other than the default. This will prevent malicious users from logging onto your router. Be sure to enable firewall services on your router.

If your router doesn’t have firewall services, you should consider purchasing a hardware or software firewall solution. If your PC is directly on the network (no router), you should have some sort of software firewall running. Windows XP, Vista, 7 and 8 have a built-in software firewall, and there are many others that can be purchased separately.

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