The purpose of the SaturnaNet Co-op is to provide broadband internet connection to the members. Our service technicians will assist in configuring your equipment to insure that you are connected, however, we do not provide general comupter troubleshooting services. As time allows you may contact Michael 250-216-0808 for MacIntosh based help or Harvey/Ryan 250-539-0797/250-539-0195 for Windows help

Troubleshooting your broadband connection

Note: if you are having trouble with your email, please try launching your web browser (Edge, Explorer, Firefox, Chrome, Safari) to see if your connection is working. If you can connect to the internet then the problem is not with your connection but rather with your email settings or the email server. Email functions are not provided by the Co-op and are not controled by our system - email settings are your responsibility. Email providers usually have a web page with the instructions for configuring your email client.

If your connection doesn't appear to be working this is a good time to check your network settings before working through the physical checks below.

If your internet connection is not working:

  1. Record the error message appearing on your screen for later reference.
  2. Quit and relaunch all instances your web browser (software such as Explorer, Safari, Firefox). Check the process manager for hidden instances of browsers and close any you find. You may see the log-in page at this point. If you do simply log in and continue.

Still not working?
  1. Check all of your connections (power plugs, computer/router/hub cables) to make sure they are securely plugged in. It's a good idea to disconect each ethernet plug and firmly plug it back in. If you have a router be sure that the cable from your incoming radio is plugged into the internet port and not one of the ethernet ports.
  2. Restart your computer.
  3. Launch your web browser.

Still not working?
Check with any neighbor receiving the same signal feed or anyone on the upstream part of the network to see if their connection is working. If they cannot connect either, there may be a problem with the network. Please call Harvey at 250-539-0797, Ryan 250-539-0195 to let us know that your connection is down.

If your neighbour's connection is working but yours is not, continue troubleshooting:
  1. If you use a router to connect to the internet, unplug the power cord and then plug it back in. (Don't use the reset button - pushing that will reset your router to the default settings.)
  2. Wait for the lights on the router to settle down. Note: if there are no lights lighting up on your router, there might be a problem with it. You can continue with the troubleshooting tips below, however, you might need to disconnect your router from your setup and try the steps below again. In that case, from the back of the router, disconnect the ethernet cord that runs to your computer and plug it directly into the LAN port on the POE hub (the box inside your house that connects your outside connection to your computer or router via ethernet). Then repeat the steps below.
  3. Launch your web browser.

Still not working?
  1. Shut down your computer.
  2. Unplug the power cord from the back of the POE hub (the box inside your house that connects your outside connection to your computer or router via ethernet).
  3. (If applicable) Unplug the power cord from the back of your router.
  4. Wait 30 seconds.
  5. Plug back in the POE hub.
  6. Wait 2 minutes.
  7. (If applicable) Plug back in the router. Wait for the lights to settle down.
  8. Turn on your computer.
  9. Launch your web browser.


Check your network settings

If you still can't connect to the internet, there may be a problem with your computer's network settings.

If you are unsuccessful in re-establishing the connection please call Lee Middleton at 250-539-3274 to let us know that your connection is down.

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