PrairieNet telephone Support
(817) 371-3710

Basic Tech Support Document
This document provides basic technical support for some common issues customers may encounter such as:
1. What to do if my Internet is not working or is working slowly.
2. What to do if some systems on your local area network have Internet but others do not.
3. How to set up a new computer for use with PrairieNet Service if you have no router.
4. How to set up a new computer for use with PrairieNet Service if you do have a router.
5. How to set up a router for use with PrairieNet Service
6. How to create a PrairieNet Email Address
7. Domain names ".com's", Web hosting and Web Design
8. Windows VISTA - how to change IP settings

1. What to do if my Internet is not working or is working slowly.
Most no internet or slow internet issues are resolved by power cycling (unplugging) your router or PrairieNet Receiver. 

• To power cycle your router simply remove the small black power cable from the back of the router for 10 seconds.  99% of the time the router is in some stage of locking up when your Internet is running slowly. (routers like computers slow down the longer they are on.) 
• To Power cycle your PrairieNet Receiver locate the small white plastic box with the green or amber light on it and remove the black power cable in the side.  This small white plastic box will be located inside the building between your computer or router and the point where the cable goes outside to the PrairieNet receiver on the roof. 
• After power cycling the equipment open a fresh Internet Explorer page and determine if your internet is working.  If this issue occurs more than once or twice each month.  You may want to power cycle only your router to determine if the router is the problem.   Reboot your computer.   If you are still not able to connect, call (817) 371-3710
• If you have a home network check the following: Cordless telephones (not cell phones) which operate on 2.4ghz or 5.8ghz can seriously affect your Internet throughput. Consider switching to 900mhz phones.

• Wireless Range Extenders can completely destroy your Internet connection or slow throughput to a crawl.  There is not much worse you can do to your home network.  These devices create huge amounts of Radio Frequency noise that Interfere with your wireless Internet connection and router.
• Operating your wireless router on the same channel as your Incoming Internet connection.  (If your router was setup by a PrairieNet technician this is not likely to be occurring.
• Microwave Ovens near your computer or router can affect your wireless internet connection (both use microwaves and an oven is like a mini-microwave nuclear blast – when its on)
• Coiled or kinked or damaged Network cables.
• Network cables that run alongside or on Power cables or Power Strips
• Other objects between your computer and your wireless router.  Wireless signals can work for miles outdoors with clear line of sight.  Indoors everything between your computer and wireless router will affect throughput and may cause packet loss.  Generally speaking water & Metal block radio signals.  You can expect a wireless router (no matter what the advertising on its box says) to operate successfully up to 60 feet indoors on average.  Is there a refrigerator between your computer & router?  See what happens to throughput when someone stands between your computer & router. Signal & throughput will likely drop.

2. What to do if some systems on your local area network have Internet but others do not. If some systems have Internet on your network and others do not, you are having trouble with your local area network (LAN) or most likely a hardware issue with the computer having the trouble.   Troubleshooting a local area network or a PC is not part of the PrairieNet service agreement however we do provide this service at the rate of $65/hour, plus the standard $45 truck roll fee.
To schedule a service call contact PrairieNet support at(817) 371-3710

3. How to set up a new computer for use with PrairieNet Service if you have no router.
PrairieNet recommends that each customer install a broadband router as a hardware firewall which prevents hackers from accessing your system.  A router also provides the ability to add multiple computers to your home network. Routers are available at many places such as Radio Shack for only $89 or less.   PrairieNet will deliver and install a wired router for the same price.  If you have purchased a new computer and have no router and do not wish to purchase one:

• From your old computer desk top click your start button and go to the control panel.
• Double click on Network connections, then double click on Local Area Connections then click the properties button, find Internet Protocol TCP/IP in the list and Double click this option. 
• In the window which opens Copy down your IP address, Subnet Mask and Gateway numbers.  Also copy down your DNS Server Address Numbers. 
• Go to your new system and enter these numbers and save your settings.
• Consider upgrading to a router it prevents Hackers from having easy access to your computer.

4. How to set up a new computer for use with PrairieNet Service if you do have a router.
If you have purchased a new computer and have an existing router which is working:
Connect the computer to the router with an Ethernet cable to your router and your internet connection will probably work. 

If not click your start button and go to the control panel. Double click on Network connections, then double click on Local Area Connections, then click the properties button, find Internet Protocol TCP/IP in the list and Double click this option. 
Verify that “Obtain an IP address automatically is checked and that Obtain a DNS server address automatically are both checked.  Save your settings and Exit.  Open a fresh Internet Explorer page to determine if you are connected to the Internet.  
If you are still not able to connect, call the number at the bottom of this FAX and extension #708 to contact a support technician.  Important: If a support technician needs to come to your location to solve this issue a $45 service call fee will apply because local area network support is not part of the PrairieNet Service Agreement.

5. How to set up a router for use with PrairieNet Service
Click your start button and go to the control panel. Double click on Network connections, then double click on Local Area Connections, then click the properties button, find Internet Protocol TCP/IP in the list and Double click this option.  In the window which opens Copy down your IP address, Subnet Mask and Gateway numbers.  Also copy down your DNS Server Address Numbers.  
Follow the Installation guide instructions for your new router and when prompted for your IP information enter the information which you copied from your computer
If you are still not able to connect, you may require the assistance of a support technician.  Important: If a support technician needs to come to your location to solve this issue a $65 service call fee plus a $35 truck roll fee will apply because local area network support is not part of the PrairieNet Service Agreement. Contact the PrairieNet office at (817) 371-3710 to schedule a service call.

6. Email:  PrairieNet can assist in setting up your choice of Yahoo, Hotmail, Gmail or PrairieNet email addresses.  Important Note: PrairieNet provides free Web Mail. However, Web Mail is not part of the PrairieNet Service Agreement. You don't pay for it. It is offered as a free service and therefore has no guarantees. The mail server may periodically attach an advertising link to incoming and or outgoing mail.
Your web mail box will hold a maxim of 5 megabytes of data so clear out your mail box often.
Other Free Email service providers offer many more services(such as POP3 mail and storing much more data) than the PrairieNet mail server such as Hotmail.com or Yahoo Mail or GMail from Google To use Pop3 mail (management programs such as Outlook or Outlook express) you will want to use Hotmail, Yahoo Mail or GMail as PrairieNet does not provide Technical support on 3rd party email programs. Support for these products may be obtained from the program developer.
7. Domain names ".com's", Web hosting and Web Design
PrairieNet offers Quick Website Registration, Hosting and Webpage Design. To find out more go to www.prairienet.biz

8. How to change Windows Vista IP settings:
1. Open Network Connections by clicking the Start button , clicking Control Panel, clicking Network and Internet, clicking Network and Sharing Center, and then clicking Manage network connections.

2. Right-click the connection that you want to change, and then click Properties. If you are prompted for an administrator password or confirmation, type the password or provide confirmation.

3. Click the Networking tab. Under This connection uses the following items, click either Internet Protocol Version 4 (TCP/IPv4) or Internet Protocol Version 6 (TCP/IPv6), and then click Properties.

4. To specify IPv4 IP address settings, do one of the following:
• To obtain IP settings automatically, click Obtain an IP address automatically, and then click OK.

• To specify an IP address, click Use the following IP address, and then, in the IP address, Subnet mask, and Default gateway boxes, type the IP address settings.


5. To specify IPv6 IP address settings, do one of the following:
• To obtain IP settings automatically, click Obtain an IPv6 address automatically, and then click OK.

• To specify an IP address, click Use the following IPv6 address, and then, in the IPv6 address, Subnet prefix length, and Default gateway boxes, type the IP address settings.


6. To specify DNS server address settings, do one of the following: