Sometimes, it’s us. Sometimes it’s not.
Lightning strikes, car wrecks, and excavator mishaps happen. They happen daily. They often take out a pole or an internet line in a pedestal and often, you may not even be aware that it happened. Network redundancies that are built-in can reroute the internet to your home without interruption.
Admittedly, there are occasional equipment failures, modem issues and outside line problems that happen, and at HTC, we try to respond to as quickly as possible to keep the service interruption to a minimum. We own that, and we strive every day to ensure that our network is running at peak performance. Keeping the binary code whisking around the world 24/7 is challenging, a challenge we are here 24/7 trying to ensure it continues uninterrupted.
But sometimes, it happens.
The dreaded blue circle in the middle of your program, or the equally annoying ‘check network connection’. Often, we begin swearing like the dad from ‘A Christmas Story’ who, In the heat of battle wove a tapestry of obscenities that as far as we know is still hanging in space over Lake Michigan…’smick melly whop walker! Drop dumb fratten housestickle viper!’ Easy now! Let’s look under the hood.
All kidding aside.
we take our relationship with our members seriously and want to ensure that we are providing the best possible products and services for you. However, you might want to use the lightbulb test before assuming the service is down. What’s the lightbulb test? If a light goes out at home, you normally look around to see if the other lights and electronics are working normally. A single blown lightbulb certainly doesn’t mean there is a power outage!
If your service in fact, is not working as well as it should be, we want you to call us. Remember, we are right here in Conway 24/7/365 to support our services for you.
OK, back to the ‘sometimes it’s not us’ part.
If a device in the home isn’t working as it should, there are some quick fixes that can be checked and may remedy the issue immediately.
- Is it device specific? If you are using a laptop/tablet/phone, try resetting the Wi-Fi connection and like we mentioned above this can often alleviate the issue.
- Restart your modem. Power cycling the modem will allow for the signal in your home to refresh, and this might be the most common cause of network slowdown. Think of it as when you will turn off your cell phone completely, turn it back on and it comes back to normal. To do this, unplug the power and leave it off for 10-15 seconds and plug it back in.
- Is something blocking the Wi-Fi signal? Check to see if there is anything (glass, ceramic, etc.) in front of the modem
- Do you have Smart Wi-Fi? Check and make sure your HTC Smart Wi-Fi extenders (if applicable) are plugged in. Try to reboot the device (unplug and allow it to and recycle – see above with modem).
- Is it a streaming issue? This is one of the top inquiries we receive and very often it is due to cache buildup in the streaming device. What is cache? It is electronic memory that sits in the device from every time you paused a show, backed up to rewatch a scene or similar. Clearing the devices cache is often the quickest fix. To clear the cache on your streaming device, navigate to your device’s settings menu, then go to “Apps” or “Applications,” select the specific app you want to clear the cache for, and choose “Clear Cache” from the options. Restart the device and you will likely be running like new in just a few moments.
While the above may sound like a lot, doing all these things will normally only take a few minutes, and may save you a call.
But if you need help, call us!
We are happy to help, that’s what we are here for.
And honestly, sometimes it’s quicker to call than to post on social media about the issue and wait for others to chime in. Honestly, the problem can often be resolved quickly, and without a visit.
Don’t want to wait on the phone?
Submit a support ticket through your HTC My Account app. It’s the fastest way to get in touch with our Technical Support team.
And now a word from our sponsor HTC, where you’ll find all these tips and more.
