Troubleshooting your service
Before calling MCFiber about a problem, first follow these simple steps:
If you are unable to visit a specific website, try another. If you are able to connect to/open another website, the initial problem is at that website. Try later.
Ensure that your cables are inserted tightly into your router, computer or other device.
Check your router: are all the lights on? If the power is out, your router will be unable to provide Internet to your computer.
Turn the router off at its switch. Unplug your router from the power outlet for one minute, plug it back in, and wait another minute to turn it back on. Your computer may need to be restarted as well after this procedure.
If you have trouble with calls to a specific number, contact MCFiber and have the following information ready
- The exact date(s) and time(s) that you attempted to place call(s) to this remote number. Some telephone issues need to be tested within 24 hours of a failed call.
2. Descriptive details about the quality of the connection.
3. Whether the issue is triggered when you call the remote number, or when they call you.
Try running a speedtest next to the router, we host a server for speedtesting from our Fletcher NOC. It is accessible here: https://speedtest.mcfibervt.net/
If the speeds are slower than expected, try running a test from a different device, if you have a dual band router, make sure you are connected to the 5G network.
Try rebooting the router if problems persist. Turn the router off at its switch. Unplug your router from the power outlet for one minute, plug it back in, and wait another minute to turn it back on. Your computer may need to be restarted as well after this procedure.
If problems still persist, it may be necessary to factory reset your router. If you have customized your network name or password, they will be reset to factory settings; These default settings will most likely be printed on the bottom of the router. Some routers may need to be reconfigured after this process.
Most routers have a pinhole in the back of the router used for resetting the router. Typically a paperclip is best for accessing the button at the end of the pinhole. Press and hold the button in for 10 to 15 seconds, the lights on the front of the router may begin to flash. The router will begin to reboot once you release the button. Try connecting back to the router once it has finished rebooting. You may have to re-enter the wi-fi password to reconnect your devices to the network.
If you are using your own router: Please remember that you may incur service charges if MCFiber staff are called to deal with problems related to a subscriber-owned router.