If you're experiencing an internet outage or connectivity issues, follow these steps to troubleshoot the problem:
Step 1: Checking Your Modem and Fiber Optic Connection
Ensure Modem is Powered On: Begin by checking your modem, which is the gateway between your home network and Maverix Broadband.
Make sure the modem is powered on. The power indicator should be lit, and other lights on the modem should be blinking as it communicates with Maverix Broadband and devices in your home.
Verify Modem Lights: The specific lights and their meanings can vary between modem models, but generally, you should see a solid or blinking light indicating power, a solid light for internet connection, and activity lights for data transmission. A lack of lights or a red indicator could signify a problem.
Ubiquiti Edge Router 4
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Ubiquiti EdgeRouter X SFP
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UISP Router
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Cambium SGX00 ONU
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Step 2: Inspect Fiber Optic Cable
Check for Sharp Bends: Inspect the fiber optic cable running from your wall plate to the modem. Fiber optic cables are made of glass and are designed to transmit data through light. A sharp bend can break the glass inside or severely restrict data transfer. Ensure the cable runs smoothly without any tight bends or kinks.
Ensure Proper Connection: Verify that the fiber optic cable is securely connected at both ends - where it plugs into your wall and at the modem. Loose connections can disrupt the signal.
Step 3: Power Cycle Your Network Devices
Unplug Devices: Disconnect the power from your Maverix provided modem and main wireless router and all mesh satellite devices. This includes any extenders or additional units designed to boost your Wi-Fi signal throughout your home.
Wait and Reconnect: Let them remain unplugged for at least 30 seconds to ensure they can fully reset. Then, plug in only your Maverix provided modem and wait for it to boot up completely.
Test Connectivity: Before reconnecting your mesh satellites, check if your internet connection has been restored by connecting a device directly to the Maverix provided modem with an ethernet cable and a laptop/desktop computer.
Step 4: Reintegrate Mesh Satellites
If your main router's connection is stable, begin reconnecting your mesh satellites one at a time.
Connect Satellites Individually: Plug in each mesh satellite, allowing time for them to integrate back into your network fully. Check your connection after each satellite is back online to pinpoint any specific device causing issues.
Optimizing Mesh Satellite Placement
Strategic Placement: The location of your mesh satellites can dramatically impact network performance. They should be closer to your router than the areas where you need signal coverage, avoiding placement in remote corners or distant rooms.
Wired Backhaul: If possible, use a wired backhaul for mesh satellites that support it. This approach involves connecting satellites to the router with Ethernet cables, providing a more reliable and stronger signal.
Still Having Issues? Create a Support Ticket
If the steps above do not resolve your internet connectivity issue, you can create a support ticket to request further assistance from our technical support team.
How to Submit a Support Ticket:
Log in to the Customer Portal:
Login to the customer portal using your username and password.
If you don’t remember your login credentials, use the "Forgot Password" feature to reset your password.
Open the Chat Dialogue
Click the orange Maverix icon in the bottom right corner of the screen.
Click Technical Support and describe the issue you're experiencing. A Maverix representative will assist you further.
