TECHNICAL SUPPORT

Having trouble with your internet or connected devices? We’re here to help. This page provides simple troubleshooting steps and helpful tips for resolving some of the most common internet, Wi-Fi and equipment issues, explaining terminology and more. From checking your connection and restarting your equipment to troubleshooting slow speeds or connectivity problems, these guides can help you get back online quickly.

“How do I contact Shawnee Communications technical support?”

Shawnee Communication’s 24/7 technical support can be reached by calling 888.247.5119 or by clicking the HERE to chat with Tech Support. Customers are encouraged to contact technical support with all problems related to their Internet, telephone, and Shawnee e-mail services before calling our offices. The technical support staff have been trained in telecommunications and various computer-related fields, so they are armed with a deep understanding of how our services work.

“My devices aren’t connecting to the Internet.  What should I do?”

Step 1:  Check Your Equipment

Make sure your router and other internet equipment are plugged in and receiving power. Check that the cables connecting your equipment are securely plugged in.

Step 2:  Check Multiple Devices

Try connecting another device, such as a phone, tablet or computer.

• If only one device isn’t connecting: The issue may be with that device.
• If no devices are connecting: The issue may be with your internet connection or equipment.

Step 3:  Check Your Wi-Fi Connection

Make sure Wi-Fi is turned on and that your device is connected to your home Wi-Fi network. If you’re unsure, disconnect from the network and reconnect using your Wi-Fi password.

Step 4:  Restart Your Equipment

Unplug your router and any other customer-owned networking equipment from the power outlet. Wait about 30 seconds, then plug the equipment back in.

Allow several minutes for the equipment to fully restart and reconnect to the internet.

Do not press the factory reset button on your equipment. A factory reset can erase your settings and may require additional assistance to restore your connection.

Step 5:  Try Again

Once your equipment has restarted, try opening a website or using an app that requires an internet connection.

If your devices are still unable to connect, there may be an outage or another issue with your service.

Still Having Trouble?

If you’ve completed these steps and still don’t have an internet connection, please contact Tech Support at  888.247.5119 for further assistance.

“What affects my connection speed?”

When you connect to the Internet using a wireless router, the speeds that you experience will vary based on a variety of factors, including but not limited to the following:

• Distance from your device to the router is one factor, but also consider the construction of your home. WI-FI is impeded by metal, such as metal studs and household appliances. If your WI-FI signal strength is poor, relocating your wireless router or utilizing a mesh WI-FI extender can help to ensure a positive experience.
• The number of devices connected to your router. Wireless routers will not simultaneously connect an infinite number of devices.
• Unavailability of the site or app you are trying to connect to. Unfortunately, not everything on the Internet is up 100% of the time. Sometimes, connections to Netflix, Hulu or other sites are restricted by circumstances beyond the control of Shawnee or the end user.

“What are Data Caps?”

Data Caps are a monthly limit that some Internet service providers or mobile carriers place on the total amount of data you can upload and download.  Once those limits have been reached, providers will slow down connection speeds until the next billing cycle begins or charge overages for the extra data that was used.  Shawnee believes our subscribers should have nothing short of amazing online experiences and does not  utilize Data Caps.

“What are the noticeable effects of spyware?”

Spyware may affect your computer in many different ways. The most common signs are as follows:

• Your homepage may be changed to something that you didn’t set it to and you may have difficulty changing it back.
• New toolbars or search engines may be installed on your web browser.
• Pop-up advertising may take over your computer.
• You may encounter strange problems with Windows programs (overall slowness, strange errors, program problems, etc.).
• Ports may be blocked on your Internet connection that prohibit applications from functioning.

“What is Spam?”

“Spam” is the common term for the unsolicited and commercial e-mail version of junk mail. Spam can also be a verb, used to describe the method of flooding the Internet with many copies of the same message. The term “spam” has a negative connotation. In addition to being unsolicited and annoying, spam e-mails often include advertisements for dubious products, get-rich-quick schemes, or semi-legal services.

“What is Spoofing?”

Spoofing is a type of cybercriminal activity where someone or something forges the sender’s information and pretends to be a legitimate source, business, colleague, or other trusted contact for the purpose of gaining access to personal information, acquiring money, spreading malware, or stealing data.

“My telephone has static on the line.”

While your services are delivered to your home via Fiber Optic cables, which are immune moisture and corrosion, the copper wiring and telephone jacks in your home are not.  If you have static on your line, please contact Tech Support at  888.247.5119.

“I have forgotten my WI-FI password.  How can I retrieve it?”

If you have a device that is already connected to your Wi-Fi, go to the settings for the existing connection to see if the WI-FI key can be found there.  If that doesn’t work or you do not have any devices connected to our WI-Fi, call us at 800.461.3956 or technical support at 888.247.5119 for assistance.

“What do I do if I need assistance with my Shawnee Communications e-mail account?”

Simply call 800.461.3956 and one of our customer service representatives will be happy to assist you. To keep our records consistent and customer usernames unique, we perform username and password changes upon request.

“How did my e-mail address get on a spam list? Does Shawnee Communications sell my e-mail address?”

Shawnee Communications respects the privacy of our customers and does not sell or distribute e-mail addresses. There are many ways that spammers harvest and collect e-mail addresses to build their lists. You should always be mindful of the websites that you give your e-mail address to. Sometimes your e-mail address can end up on a list without exposing your address whatsoever. It’s common practice for spammers to guess at potentially valid addresses by taking a common username and adding valid domains to it. For example, chances are there will be a “bob@” at just about any provider’s domain.

It is not a good idea to request removal from a spammer’s mailing list. That would only confirm that your address is valid, and more than likely, result in you getting even more spam.