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Troubleshooting Guide

If you are unable to connect to the internet follow these simple steps:

  1. Check all power sources and connections to ensure that they are on and secure. Your POE device light should be on and steady if its blinking please proceed with the following:
  2. Find your POE (Power Over Ethernet) source.
  3. Disconnect the POE power source only, a single black cord that does not look like a telephone wire. If possible, disconnect from the wall rather than directly from the POE.
  4. Confirm that the Ethernet cables are plugged into the correct port, as indicated on the affixed Broadband VI sticker (POE/P+Data Out = Outside cable; LAN/Data In = Indoor cable).
  5. If you also have a router—meaning you are using the Internet access for more than one computer/laptop or are working wirelessly, also unplug the power cord to the router.
  6. Leave the power cords disconnected for a full minute. Reconnect the POE power cord, followed by the router. (Do not rush this! Power cycle will fail if sufficient disconnection time is not allowed.)
  7. Connect to the Internet. 9 times out of 10, this will solve the problem.

Success? Enjoy your high speed wireless Internet access!

Experiencing Slow Speeds or Intermittent Service?

If you are experiencing slowness or intermittent service, testing your connection directly from the hardware to the POE is the most accurate way to determine your speeds and cause of intermittent service. Please use your internet directly hardwired and see if your issues persist. You may also call the BroadbandVI office at 340-719-2943 and speak to a technical support team member to assist you. 

Test Your Connection

Your problems could stem from a few places. Be sure to check each of these area when troubleshooting:

  • Hardware
    This could be a router/switch
  • LAN – Local Area Connection
    (this is all your devices connected to one another via a router)
  • Wired LAN – Wired Local Area Network
    (this is all the wired devices connected via your router)
  • Wireless LAN – Wireless Local Area Network
    (this is all the wireless devices connected via your router)

Not sure how to locate these areas? Find more detailed instructions and diagrams at the link below. 

detailed instructions

Common Domain Email Server Settings

Hotmail uses the HTTP protocol for connecting you to your mailbox. If you want to send and receive Hotmail emails using email client software, then your software must support Hotmail HTTP access for your email account. Some email clients, such as Outlook Express or Microsoft Outlook, offer built-in support for Hotmail accounts, so you only have to select HTTP when you are asked to select your email account type and select Hotmail as the HTTP Mail Service Provider.

If you are using Microsoft Outlook & the Outlook Connector, you can define your Hotmail account just like any regular POP3 email account:

  • Hotmail Incoming Mail Server (POP3) – pop3.live.com (logon using Secure Password Authentication – SPA, mail server port: 995)
  • Hotmail Outgoing Mail Server (SMTP) – smtp.live.com (TLS enabled, port 587)

Yahoo Mail offers standard POP3 access for receiving emails incoming through your Yahoo mailbox by using your favorite email client software. To set up your email client for working with your Yahoo account, you need to select the POP3 protocol and use the following mail server settings:

  • Yahoo Incoming Mail Server (POP3) – pop.mail.yahoo.com (SSL enabled, port 465)
  • Yahoo Outgoing Mail Server (SMTP) – smtp.mail.yahoo.com (SSL enabled, port 995)

POP Yahoo! Mail Plus email server settings:

  • Yahoo Plus Incoming Mail Server (POP3) – plus.pop.mail.yahoo.com (SSL enabled, port 995)
  • Yahoo Plus Outgoing Mail Server (SMTP) – plus.smtp.mail.yahoo.com (SSL enabled, port 465, use authentication)

The Google Gmail service offers email client access for retrieving and sending emails through your Gmail account. However, for security reasons, Gmail uses POP3 over an SSL connection, so make sure your email client supports encrypted SSL connections.

  • Google Gmail Incoming Mail Server (POP3) – pop.gmail.com (SSL enabled, port 995)
  • Outgoing Mail Server – use the SMTP mail server address provided by your local ISP or smtp.gmail.com (TLS enabled, port 587)

The MSN email service allows you to use the MSN POP3 and SMTP servers to access your MSN mailbox.

  • MSN Incoming Mail Server (POP3) – pop3.email.msn.com (port 110, using Secure Password Authentication – SPA)
  • MSN Outgoing Mail Server – smtp.email.msn.com (select “My outgoing server requires authentication”)

The Lycos Mail Plus service allows you to use POP3 and SMTP servers for accessing your Lycos mailbox.

  • Lycos Mail Incoming Mail Server (POP3) – pop.mail.lycos.com (port 110)
  • Outgoing Mail Server – smtp.mail.lycos.com or use your local ISP SMTP mail server

The AOL email service is a web based system, designed for managing your AOL mailbox via HTTP IMAP access. Unlike Hotmail, you can use any email client to access your AOL mailbox, as long as it supports the IMAP protocol.

  • AOL Incoming Mail Server (IMAP) – imap.aol.com (port 143)
  • AOL Outgoing Mail Server – smtp.aol.com or use your local ISP SMTP mail server

The Netscape e-mail system is web-based, which means you can access their e-mail from any Internet connection. Netscape Internet Service also supports AOL® Communicator, Microsoft® Outlook, Microsoft® Outlook Express, and other POP3 e-mail software. The outgoing mail server needs SSL support, so make sure your email client software supports SSL connections over the SMTP protocol.

  • Netscape Internet Service Incoming Mail Server (POP3) – pop.3.isp.netscape.com (port 110)
  • Netscape Internet Service Outgoing Mail Server – smtp.isp.netscape.com (port 25, using a secure SSL connection)

Still having problems?

Call our office at (340) 719-2943 to speak with one of our highly trained service technicians, or report a problem using the form on this website.

Report a Problem

Please visit our Hurricane Recovery page and submit your information for our service call list.