Q: MY INTERNET ISN’T WORKING? WHAT SHOULD I DO?
This can be caused by a number of reasons. Often times the first thing a tech support representative will have you do is power cycle the equipment involved in supplying the internet signal to your home. Here are a few easy steps to follow:
1. Find the ‘PoE’. This is the little box that is supplying power to the antenna that was installed on your home/building. It’s a little white or black box and will have 3 cables connected to it. One is the cable coming into your home/building from the antenna. The second is the cable going to your router or computer, and the third is the power cable. Locate this box and unplug it from the home/building power for 60 seconds. While it’s unplugged, now is a great time to test that outlet with another device (like a lamp or radio) to make sure that the power is working in that outlet. Now is also a perfect time to make sure everything is plugged in where it should be and to reset the cables (unplug and plug back in). The cable coming into your home/building should be connected to the port labeled ‘Data+Power’ or ‘From Outside’. The cable going to your computer or router should be plugged into the port labeled ‘Data’ or ‘To Computer/Router’. After 60 seconds, plug the PoE back in (if the port tested good), and wait up to 2 minutes for the antenna to start back up. Test for internet now.
2. If A didn’t fix the internet, it could be something with your computer or router. These sometimes need to be rebooted/power cycled as well. If you have a router, unplug the power cable from the back of the router for 60 seconds. While this is unplugged, now is a great time to make sure that the cable coming from the PoE is connected to the right place on the router. It should be plugged into the port that is labeled ‘Internet’ or ‘WAN’. After 60 seconds plug the router back in and wait 2 minutes for the router to start back up. Test for internet now.
If you don’t have a router and have only one computer that plugs directly into the PoE, shut down that computer so it powers off and stays off. Leave it off for 60 seconds, then turn it back on. Let the computer start up normally, and when it’s completely loaded, test for internet now. If these two processes didn’t get your internet working, our technical support agents are available 24/7 to assist you. Simply call 208-677-8000 and select the option for technical support.
I GOT A NEW ROUTER AND NOW MY INTERNET ISN’T WORKING. WHY?
This is probably going to be caused by the ID number that your account was set up for is now different with the new router. This is a really quick fix, but it does require you to call into technical support so that they can update your account with the new ID number. Our technical support agents are available 24/7 to assist you. Simply call 208-677 8000 and select the option for technical support.
I'M GETTING A RED SCREEN THAT SAYS ‘ACCESS RESTRICTED’. WHAT DOES THIS MEAN?
This usually indicates that account might be delinquent and might require a payment be made in order to re-activate service.
If you are not delinquent, or were but have since made a payment and you’re still getting the ‘Access Restricted’ screen, our technical support agents are available 24/7 to assist you. Simply call 208-677-8000 and select the option for technical support.
MY INTERNET SPEEDS ARE ALL OF A SUDDEN REALLY SLOW. WHAT COULD CAUSE THIS?
Many times the speed of the internet on the device that you are using is slowed down by another device connected to your same home/business network using more internet then normal. This can sometimes be difficult to diagnose or track down.
The easiest way to figure out if this is the case is to shut down all other devices (phones, tablets, computers, game consoles, streaming devices, etc.). Power cycle the router for 60 seconds, and power cycle the device that will be being used for the test.
After they both come back online, test the internet. If the speed has returned to normal, restart one device at a time and allow them to be online for a few minutes before restarting another device. Test your internet speed after each device is brought back online to try to determine which device was causing the problem.
This can also be done in reverse by testing internet speed after each device is turned off to determine which device was causing the problem. If your speeds did not return to normal after turning off all other devices and power cycling the router and main device, our technical support agents are available 24/7 to assist you. Simply call 208-677-8000 and select the option for technical support.
WHAT IS THE EQUIPMENT RENTAL FOR?
The equipment rental is for the radio (dish) outside and the power supply (POE) inside.
WHEN IS MY BILL DUE?
The account bills out on the day you are installed for example if your installed date is on the 1st your bill is due on the 21st of every month.
WHEN WILL MY AUTOMATIC PAYMENT PROCESS?
If the account is set up on automatic payments it will process on the day your account bills out. For example, if you are installed on the 1st your invoice is sent and automatic payment is processed that same day.
WHERE DO I GO TO PAY ONLINE?
Click on "My Account" in the top top-right and log into the customer portal.
WHERE DO I FIND MY LOG INTO MY CUSTOMER PORTAL?
Your customer portal information is emailed to you the day you are installed. If you do not have this information or need it reset contact Safelink Internet at 208-677-8000.
WHAT ARE THE HOURS OF BILLING?
The billing department is open Monday through Friday from 8 AM to 5:30 PM and Saturday's from 9 AM to 2 PM. However, you may make a payment through the customer portal at any time.
WHY IS THERE A CHARGE FOR PRINTED INVOICES?
There is an overhead cost to Safelink to print, stuff, and deliver them to the post office. However, we do offer free invoices if you would like to enroll in paperless statements.
WHERE ARE THE TERMS AND CONDITIONS LOCATED?
You may find our terms and conditions here:
HOW DO I CANCEL MY SERVICES?
For more information please refer to our terms and conditions.