If your connection has stalled and you are not receiving any internet via your Digicel DIA service.
Here are some simple troubleshooting techniques you can use to help resolve the issue quickly before engaging our support team.
Diagram of a typical Digicel Wireless DPLC setup
1. Restart your computer
Restarting your computer is often the easiest way to fix a vast majority of the issues you may be having. A simple reset will clear out incorrect settings, which could be causing your connectivity issues.
Example on how to restart your computer:
2. Restart your router
The easiest way to do this is by unplugging your router from the power source, wait for approximately 20 seconds, and plug it back in. After you allow it to boot up for around 2 minutes properly, check to see if you are getting the Internet.
3. Restart your Wireless Radio
A restart of your wireless Radio by unplugging the POE device power cable from the power source, you will notice the lights on the POE device go off, wait for approximately 1 minute and plug it back in.
After you allow it to boot up for approximately 2 minutes properly, check to see if you are getting the Internet again. If this didn't work, try unplugging the power from the POE Device simultaneously with the power from the router.
4. Connect your computer directly to the LAN port on the PoE adapter
If the cable leading from LAN port is plugged into the router, remove it and try connecting your computer directly to the LAN port on the POE Device.
This will help determine whether the issue is with your Internet or your router.
If your computer can connect to the Internet while connected directly to the POE Device, then your computer's wireless reception or the router is most likely the problem.
If you cannot connect to the Internet while connected directly to the PoE, then there may be something wrong with the Radio or with your internet service in general.
Contact our technical support by e-mailing Guy_ICT_Sales@digicelgroup.com.
5. If you are connected using Wi-Fi, ensure that your laptop's wireless adapter is enabled
Many laptops have a switch or button that turns the wireless adapter on and off. If you've accidentally pressed the button, your computer will disconnect from the network. Press the button or toggle the switch to turn your wireless adapter back on.
For an example of how to toggle your Wi-Fi switch, this will be different for various computers.
You may have to hold the Fn button to be able to press the Wi-Fi button.
This does not apply to a desktop computer.
6. Check all your cables and connectors
Check all your cables connected to the various ports. If the cord is damaged along its length in any way and the ports they are plugged into are not corroded or has any dust or foreign substance that would cause the connection to break,
Check the RJ45 Jacks to make sure the clips are not broken, creating a loose connection between the cable and its port.
Replacing a broken cable will fix the issue, however, if there is damage to the cord leading up to the wireless Radio, please contact us immediately via e-mail Guy_ICT_Sales@digicelgroup.com.
Contact our support team.
If the issues persist after trying these steps, please contact our Support Team via e-mail Guy_ICT_Sales@digicelgroup.com immediately.
In the e-mail, explain the specific issues you are experiencing, and outline all the things you have done so far to troubleshoot in this e-mail.