System information

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1. By having a wired or wireless router this will reduce your
Internet speeds (10% - 20% estimate) depending on the
condition/model of your equipment.
2. Power cycle your DSL modem router (Linksys, Netgear,
D-Link, etc.) and/or your computer. Turn OFF the power to
these devices. Wait 10 seconds. Follow this sequence when
turning ON the power – DSL modem, router and then your
computer.
3. Run a speed test at speedtest.surewest.net and keep a note
of the test results. Check your SureWest bill to verify which
Internet speed package you are subscribed to. If the speed
test results are significantly slow, disconnect the wired/
wireless router and connect your computer directly
to the wall jack or DSL modem. Run the speed test again.
4. Check your computer for viruses/spyware. Free scan is
available on www.trendsecure.com/portal/en-US/
If you are having speed issues:
If you are installing a personal router:
• Turn off the power on your computer, router and/or DSL modem.
• Securely connect an end of an Ethernet cable to your computer, as shown.
• Securely connect the other end to any of the router’s four LAN ports.
• Connect a second Ethernet cable from the router’s single WAN/Internet port
to the SureWest DSL modem or data wall jack.
• Follow this sequence when turning ON the power – DSL modem, router
and then your computer.
Ethernet jack
on the
computer
Ethernet cable
Ethernet cable
To Wall Jack
DSL Modem WAN port
DSL Modem LAN port
If you do not have a modem - connect
this cable directly to the wall jack
Router WAN/Internet port
Router LAN
port
Internet/Data Troubleshooting (cont.)
Troubleshooting
Voice/Phone Troubleshooting
No dial tone, static or hum on the line:
• Unplug each piece of equipment you have plugged into the telephone jack for this line.
— Begin with computers, cordless phones and answering devices
— After each phone is unplugged, check for dial tone on the next piece of equipment
before unplugging it.
— If dial tone is working, then the last piece of equipment (that was
unplugged) most likely caused the trouble.
• When you get to the last piece of equipment, if you still have no dial
tone, unplug it and plug one of your other phones back in to check for
dial tone.
• If you still have no dial tone, run a simple test on the Standard Network
Interface (SNI). It is a gray box about 6” by 9”. It is usually located
outside your house and normally near the electrical panel. Here you
can determine whether the problem involves the inside wiring of the
house or outside wiring.
*The SNI test only applies to customers in the Roseville, Citrus Heights and Antelope areas who have
traditional standard access line service.
Once you locate the SNI, you can open it with a flat
head screwdriver in order to gain access to the test
jack. Inside you should find a test jack for every
phone line within the house; each line should be
labeled with the corresponding phone number.
The test jack has a small cord with a modular plug
inserted. Unplug this cord from the test jack and
plug your working phone directly into it.
Listen for dial tone and quality of the line through
the phone’s earpiece. If the connection shows
no improvement or you still have no dial tone, call our technical support department at
844.YOURCCI. If the test is good at the SNI, that means the problem is with the inside wiring
or jacks.
If you have the CCI Inside Wire maintenance plan, we will make the repairs for you.
If you do not have the CCI Inside Wire maintenance plan, you may do your own repair work, hire
someone to do the repair work for a fee or hire SureWest to do the repair work for a fee.
There are many other voice-related trouble types, e.g., can’t call long distance, calling party
gets a recording, can’t hear or be heard, etc. When you call to report such trouble, it is
important to provide as much detail as possible. “What number were you dialing”, “what
recording are you reaching”, etc.
If you have recently purchased new phones and they aren’t working or certain features aren’t
working, then please be ready to provide us with the make and model of the phone and whether
it is corded or cordless.
Phone plugged
into test jack