TROUBLESHOOTING YOUR CONNECTION
BEFORE you open your trouble ticket, please consider these items below which are the most common issues with connectivity being lost:
1. Your OWN router may need to be rebooted (turned off and then on again) especially in the case of a power surge or power outage to re-establish its connection. NEVER REBOOT STARTOUCH-SUPPLIED EQUIPMENT UNLESS A TECHNICIAN HAS SPECIFICALLY ASKED YOU TO DO SO!
2. Disable all cordless phones that may be on a competing frequency and causing your service to have intermittent outages. Even if the phones are not in use they can send out an interfering signal. Some phones will bounce from one frequency to another, causing unpredictable outages. You may need to replace your phones with phones on a different frequency. We recommend only using the 5.8 frequency.
3. In the case of slow connectivity, remember that your own internal LAN (local networking within your home) may be the cause, as well as computer viruses, etc. Remember to put password protection on your router so your neighbors don't use your connection and all of your bandwidth! You will be assessed a $100.00 truck-roll fee if the problem is found to be at your end, and not a StarTouch connection issue.
4. Slow connectivity that occurs due to natural tree growth or other obstructions of any kind that block your signal are not the responsibility of StarTouch. A truck-roll fee of $100.00 per hour (with a one-hour minimum) will apply for all requests for repair of service which are later determined to be caused by obstruction to the StarTouch signal.
SETTING UP YOUR EMAIL ACCOUNT
OPEN A TROUBLE TICKET ONLINE
A StarTouch technician is available to answer your requests for information or support through email. Your inquiry will be responded to as soon as possible.
LIVE TECHNICAL SUPPORT:
If you have problems with your Internet connection, please contact our offices to open up a trouble ticket at (360) 543-5679 or (425) 609-8521 between the hours of 8:30 a.m. until 11:30 p.m. Monday through Friday, Pacfiic Time. Please select the extension for technical support.
“After-Hours” emergency support is available from 11:30 p.m. to 8:30 a.m. Pacific Time. This service is for emergencies only and to report Internet Outages.
If your company has purchased a Service Level Agreement (SLA), you are entitled to additional support per the terms of your contract.
