Troubleshooting Guide – Superfast Wireless 

This guide will take you through some initial troubleshooting steps you can follow when your wireless service is not working correctly.  

• Ensure your router is connected correctly and securely 

Your router's power cable should be connected to the back of the router and it is important to make sure this is connected correctly (you should check this if no lights are showing on the router). 

On the back of the router, you can also see a cable that goes into a little white or black box. This small box is known as a “POE Injector” that powers up your antenna. To make sure this is correctly connected, please check the following: 

• The ethernet cable from your router is plugged into the port of the POE Injector labelled “Lan”. 
• The black cable that comes from the outside of your property (antenna cable) is plugged into the port of the POE Injector labelled “POE”. 
• Ensure there is an LED light lit on the top of the POE Injector. 
• Ensure you can see your Wi-Fi network 

If your router is powered on correctly and you have checked all cables, it is best to make sure the Wi-Fi is distributing correctly. Refer to your device’s settings and make sure you can see a “CountyBB-12345” (example) connection available. (NOTE: If you are unsure of your County Broadband network details, you can refer to the sticker located on your router for this information.) 

If you are unable to see your Wi-Fi there could be an issue with your router or its configuration, or the Wi-Fi could be disabled.  

• Ensure there is no obvious damage to any of your equipment 

Any physically damaged equipment is likely to stop working correctly. If this is something like an Ethernet cable, you can swap it out for a new one. 

If you perceive any danger, please disconnect the equipment in question from the power source immediately. 

• Rebooting your Equipment 

If you are experiencing issues with your Superfast Wireless service, it is important to make sure that you reboot your router and antenna. To make sure all equipment is rebooted correctly, please complete the following: 

• Disconnect the power to both your antenna and POE Injector by unplugging them from the plug sockets. Leave for up to 30 seconds and then reconnect. 
• If this does not resolve the issue, disconnect the black ethernet cable plugged into the “POE” port of the POE Injector. Leave for 30 seconds and then reconnect. Allow for up to 5 minutes for your connection to refresh. 

If these do not help, please get in touch with our Customer Services Team at 01376562002 or at  [email protected]