My web browser did not display any pages…What’s wrong?
1. Reboot your router, if you have one.
2. Then Reboot your computer.
3. If using a router, try bypassing the router by connecting one computer to the Ethernet port on the wall and see if you get the signup screen when trying to get to www.google.com. If this works, the issue is with your router. It could be a configuration issue. Please check with your router manufacturer, (refer to your router documentation).
4. If you still have trouble, contact the Dojo Networks help desk 814-308-0817. We have technicians ready to assist you 24 hours a day.
Where should I setup my Router?
In your apartment there is one Ethernet port. You will need to connect and setup your router to this port.
We have a smartTV. How should we hook it up?
The best way to hook up a smartTV is to directly connect it via Ethernet and not via wireless. You will need to connect it behind a router as a TV cannot be directly authenticated on our network, but will work behind your authenticated router. The reason to directly connect your TV hardwired is that it won't be susceptible to wireless issues and the streaming video won't take up a large chunk of your available wireless network.
We have a wireless router but our Internet keeps dropping, why?
What we have found that in almost every situation where people are having problems, they are dealing with WiFi issues and WiFi interference and/or routers and or devices that can't handle the noisy wireless environment or can't deliver the faster speeds of the actual Internet connection. We don't have any control over the wireless environment in your apartment or building.
Wireless (WiFi) in apartment complexes is a difficult and challenging wireless environment due to so many wireless devices operating in an unlicensed frequency creating wireless interference. But we know and are sure you do as well how important solid Internet service is for your life and for your school work. You are spending a lot of money for your education and you want to make sure that your router and your wireless are not your bottleneck. That is why we recommend that you get one of the best routers available (see information on Routers below), and/or plug in directly to your router with your computer via Ethernet whenever possible.
Here are two good articles that talk about how to determine whether a problem is with your ISP (getwireless.net), your router or a wireless issue and how to best deal or mitigate the wireless issues:
Another reason that you can see slow downs on your wireless network during peak/busy periods is because there is a lot more interference from other nearby users and devices also using wireless at those same times. So by using some of the tips from the articles above to optimize your wireless network you can help mitigate those issues.
Obviously plugging in wired to your router or your Ethernet port will provide the best connectivity, but we are aware that this is not always an option.
While we can't solve WiFi interference issues, if you are having a problem when connecting hardwired directly through the modem that we provided, please contact us and open a trouble ticket so we can get your issue resolved as quickly as possible. If you are having an issue with your WiFi / Wireless the best avenue is to typically contact the wireless router manufacturer.
Connecting a Router:
Connecting to your Ethernet Port:
Basics of Configuring a Wireless Router:
Troubleshooting your Internet connection:
When you call our support line 814-308-0817, you will be asked for your Name, Contact phone number, Email address and your address (or building name) and apartment number and nature of your problem. Make sure you are in front of your computer in your apartment when you call. The technician will work through troubleshooting steps with you. If you are unable or unwilling to go through the troubleshooting process with a technician, we can schedule a service call which will be billed at a minimum of $49.95. If the technician is unable to resolve your issue by the end of the call you will be given a ticket number. This ticket number will be used to track your problem from initial issue until resolution. Please keep this ticket number and refer to it if calling back about the same issue. Once the ticket entered in our system you will also get the information sent to your email address that you provide. Also any status updates to the ticket will also be emailed to you. Another way to contact support is through email by sending the same details into email@example.com. You will receive a ticket number back in email. (We understand that if you don’t have working Internet you may not be able to receive email, but many customers have email to their cell phones, so this is an additional way we can correspond with you) Ultimately if your problem is not able to be resolved over the phone, we will need to schedule a service call. You should get email confirmation of the scheduled service call when it is updated in your trouble ticket. Service calls will typically be scheduled for a two hour window of time, Monday-Friday, between 9am and 5pm. If your service call is scheduled from 9am-11am, this means that the technician should arrive before the end of that window, not that they will complete the visit by the end of the window. If the technician gets delayed and will be late they will typically call you to let you know they are running behind.
Can I connect to my corporate VPN or PSU VPN in addition to the Internet?
Yes. The DoJoNetworks network is designed to pass PPTP and IPSEC packets. In some cases you may need to contact your corporate VPN administrator.
What kind of speeds should I expect?
Speeds are based on the package that you signed up for. We have plenty of bandwidth in all of our buildings to deliver our advertised speeds. There are, however, no guarantees on speeds to any particular site or service. In some cases in-building line quality can affect speeds.
We highly recommend that you use an Uninterruptible Power Supply (UPS) (These are sold by Best Buy, Wal-Mart, Target and many others) to power our supplied modem, your router and your computer. At a minimum, you should plug them into a power strip with surge suppression. This will protect you from power spikes and under voltages that could damage your equipment and interrupt your service. The benefit of a UPS is that it stabilizes the power and will make it less likely that you will need to reboot your equipment if there is a power spike or brownout, which are very common in Central Pennsylvania. It is also much less likely that your equipment will get damaged due to local power issues.
What happens if someone in our apartment gets a virus?
If we get notified by one of our upstream providers that your IP has a virus or worm behind it, we will notify you and deactivate your service. You will need to contact us when all of your machines have been cleaned and are no longer infected. You will want to make sure that your router is secured and that it could not be a third party behind your router that is causing the problem. We will then re-activate service. You want to make sure that you are running active anti-virus and anti-spyware protection on all of your computers. If you are not able to determine which machine has the problem you may want to take them to Best Buy or another retailer to have them check your systems. If we get a subsequent notice, you will be notified again that you have an infected computer on your network, your account will be suspended a second time. There will be a reactivation fee of $39.95.
What happens if DoJoNetworks gets a DMCA notice regarding your account?
A DMCA notice is a notification that someone in your apartment is illegally sharing copyrighted materials. We will notify you that we have been contacted regarding this. It is your responsibility to make sure that you are not illegally sharing copyrighted files. The first notice we receive we will contact you and let you know that we have been contacted and you must stop sharing copyrighted files. For each successive notice that we receive for your account, your account will be suspended and you will be billed a $39.95 reactivation fee. After we receive three or more notices with respect to your account we will permanently deactivate your account. If we are compelled by a court to provide your contact information to the authorities regarding this we will comply.
Is there a support number to call if there’s a problem with the network?
Yes. Call the DoJoNetworks help desk at 814-308-0817. Our technicians are available 24 hours per day.
Is there equipment that is not supported by your company?
Yes and no. As our service should work with any and all makes and models of routers and computers, at least one of these devices needs to be present for us to support other equipment. This means that if you are having issues with a gaming system, SmartTV or other device that utilizes an internet connection, you MUST have either a router or computer connected to the same connection, so that we can diagnose any problems you may have. You also must use your gaming system or smartTV behind your router. Either via WiFi or via Ethernet.
See the detailed Troubleshooting PDF below.