Citizens will be Closed in observance of Independence Day on Friday, July 3rd and Saturday, July 4th.
We welcome your business on Monday, July 6th. To pay a bill, report a trouble, or get 24/7 technical support, call 540.745.2111 or 276.637.6485.
You may also reach us through your Citizens E-Care account. citizens.coop/myaccount/

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Internet Troubleshooting Guide

Fiber, Cable Modem, and Dial-up Services

Call 1-800-741-9525 for support

 High Speed

If your high-speed 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. If your service is still not working, continue on with Step 2.

Step 2:

Power off the modem by unplugging the power cord from the modem end and unplugging the phone line from the modem end marked DSL and shutdown the computer. Also, be sure to power off any non-Citizens networking equipment as well, such as a wireless router.

Step 3:

Plug the phone line back into the modem end marked DSL and the power cord back into the modem.

Step 4:

Turn the computer back on and go to your web browser and attempt to load a web page.
If service is still not working, continue on with Step 5.

Step 5:

Go to the Command Prompt by clicking on the Start button and typing cmd in the search box, hit Enter. (MAC users please call 1-800-741-9525 for assistance).

Step 6:

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

If service is still not working:

Step 7:

If the phone line that is plugged into the DSL port on the back of your modem is routed through a surge protector and not plugged straight into the wall jack, you need to do the following.

Bypass the surge protector by plugging the opposite end of the phone line coming from the modem connection 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. We no longer use the phone part in the surge protector so you can leave your modem plugged in this way. Citizens Surge Protector Policy.

If service 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.