If your High-Speed Internet Service is not working, we have listed steps for your convenience below that most likely will resolve the problem.

Important Note: NEVER HIT THE RESET BUTTON ON THE BACK OF THE MODEM – This will reset the modem to the factory default settings and you will be required to bring your modem into our business office to have it re-configured.

Step 1: Make sure all connections are securely attached to your modem and computer then complete the steps. If your High-Speed Internet is still not working, continue on with Step 2.

Step 2: Powercycle equipment: power off the modem and shutdown the computer. Also, be sure to power off any non-Citizens networking equipment as well. Leave all equipment off for 10-15 minutes.

Step 3: Turn the modem on. Also, be sure to turn any non-Citizens networking equipment on.

Step 4: Turn the computer on and go to your web browser and attempt to load a web page.

If DSL is still not working:
Step 5: Go to the MSDOS screen by clicking on the Start button and then click on Run. Type in cmd or command. Click OK. (MAC users please call 1-800-741-9525 for assistance).

Step 6: Type in the following at the DOS Prompt:

Non-Win98 users:
Type in ipconfig /release and hit enter
(be sure to place a space between ipconfig and the forward slash)
Type in ipconfig /renew and hit enter
(be sure to place a space between ipconfig and the forward slash)
Type exit

Win98 users:
Type in ipconfig /release_all and hit enter
(be sure to place a space between ipconfig and the forward slash)
Type in ipconfig /renew_all and hit enter
(be sure to place a space between ipconfig and the forward slash)
Type exit

If High-Speed Internet is still not working:

Step 7: Bypass the surge protector by plugging the opposite end of the phone line coming from the modem connection marked Line into the wall phone jack (this end of the phone line should currently be plugged into the surge protector – remove it from the surge protector and plug directly into the wall phone jack… this will give a direct connection from the wall phone jack into the modem). Also, make sure there is no filter on the phone line going to the modem. Restart computer again after bypassing the surge protector. If your service begins to work at this point, you will need to have your surge protector repaired/replaced. If High-Speed Internet is still not working:

Step 8: Please call 1-800-741-9525 and tell the technician that you have tried all the troubleshooting steps and still cannot get a connection and they will continue to troubleshoot with you and if necessary have someone contact you to setup an appointment to bring your modem into the business office in Floyd to be tested. You can also use your dialup service as a backup during this time period until your High-Speed Internet service is operational. If you do not currently have a dialup shortcut on your desktop, please call 1-800-741-9525 and one of our specialists will be glad to assist you.

To speak with one of our Internet Support Specialists 24hrs/7days a week, please call:
1-800-741-9525