SUPPORT CENTER
Quick solutions to keep your network performing at its best.
WIFI ROUTER TROUBLESHOOTING
Applies to Netgear Wi-Fi Routers
If you are experiencing issues with Wi-Fi or internet access, the Netgear router may be the source. Follow the steps below to check basic router functionality:
Step 1: Power Light
-
Ensure the power light is on and solid (typically white or green depending on the model).
-
If no power light is visible, check that the router is properly plugged in.
Step 2: Internet Status Light
-
A solid white/green internet light typically indicates a successful connection.
-
A red or blinking internet light suggests the router cannot connect to your ISP.
Step 3: Wi-Fi Status Lights
-
Confirm that both 2.4GHz and 5GHz Wi-Fi lights are on.
-
If either light is off, wireless broadcasting may be disabled.
Step 4: Reboot the Router
-
Disconnect the power cable from the router.
-
Wait 10 seconds, then reconnect the power.
-
Wait 2–3 minutes for the router to fully reboot.
Step 5: Contact Support if Unresolved
If the issue persists, contact MBS with the following details:
-
Which lights are on or off
-
Any error messages seen on connected devices
-
Approximate time the issue began
PHONE SYSTEM ISSUES
Applies to Yealink DECT IP Phone Systems
Our phone systems typically consist of a Yealink DECT wireless handset and a base station connected to your network. The base station features three key indicator lights:
-
Top Light – Indicates handset connection
-
Middle Light – Indicates internet connectivity
-
Bottom Light – Indicates power supply status
Diagnostic Steps
-
Confirm all three indicator lights are on.
-
If the bottom light is off, verify power to the unit.
-
If the middle light is off, the unit is not connected to the internet.
-
If the top light is off, the handset may not be paired.
Additional Handset Indicators
Look for the following messages on the handset display:
-
“Searching for base” – Indicates the handset is not paired or cannot connect to the base.
-
“No internet” – Indicates the base station lacks internet access.
-
“Unregistered” – The phone may not be registered on our end.
If there is still an issue with the phone, confirm that the date and time displayed are accurate; incorrect time can indicate connectivity issues.
INTERNET CONNECTIVITY ISSUES
Applies to Fortinet Firewall and Switch Equipment
At most locations, we deploy Fortinet firewalls and switches as part of the network infrastructure. These devices include LED indicators to assist with basic diagnostics. Follow the steps below to identify potential issues before contacting support:
Step 1: Power Check
-
Confirm that at least one light is illuminated on the device.
-
If no lights are visible, the device is likely not receiving power.
-
Ensure the power cable is securely plugged in and the outlet is functional.
Step 2: Port Activity Check
-
If a network cable is plugged into a port and no light is visible on that port, there may be a physical connection issue.
-
Do not attempt to rewire or reconfigure. Contact MBS for further assistance.
Step 3: WAN (Internet) Light Status
-
If the WAN port displays an orange or red light, this may indicate an internet outage in your area, a failed handoff from your ISP, or a mismatch.
-
Contact MBS for the next steps if this occurs.