To reboot or not to reboot, that is the question… (apologies to the Bard!)
Because the radio transceiver we installed at your home and your wireless router are both computers, there are situations in which one or both might lock up, crash, or refuse to communicate with the other. For that reason, it is often the case that the first thing we suggest when troubleshooting is to power-cycle one or both of these devices. When we are dealing with a “one-off” sort of problem, that usually suffices to clear it up, and your connection is back up and working normally in a few minutes.
However, if you have been experiencing some sort of repeated problem, whether it happens at the same time each day, or is intermittent or unpredictable, those troubleshooting steps are not recommended, even if they seem to grant some relief. Here’s why: We do monitor your transceiver for certain important telemetry data (like signal level and errors), but the system simply takes instantaneous snapshots every so many minutes – useful to show a trend, but not detailed enough to do any deep inspection. Other statistical data, invaluable in determining the root cause of problems, are stored in the transceiver in volatile memory which is cleared whenever it is rebooted, whether by a power-cycle or a software command. Similarly, the historical data we retain on your overall bandwidth usage is captured every few minutes and averaged, so it can sometimes be helpful, but it’s not precise enough to help with troubleshooting many brief or intermittent problems.
The best way for us to get a full understanding of the nature of those brief or intermittent problems is to view the data in real-time when the problem is happening, and the second-best way is for us to be able to view the transceiver’s statistical data immediately after the incident. What this means in the real world is that if you have been experiencing some sort of recurring Internet problem, whether it’s intermittent, transient, or regular, you will want to give us a call on the telephone, preferably while the failure mode is ongoing, so that we can collect enough data to ascertain root cause, and you should do this without power-cycling anything. That is the best strategy to eliminate those sorts of problems.
On the other hand, if you almost never have any problems with your connection, and it’s acting up with no obvious reason, then resetting the power to the transceiver and/or router may be the quickest way to get you back online. Just remember, if you are having problems with your Internet connection, we want to help you!