=====Intermittent Home Network Tips=====

These are tips and tricks, we can help with basic home network troubleshooting, but we do not specialize in it. If the customer is still having troubles after trying these steps we would recommend they reach out to the router/device manufacturer or a company that specializes in home networking such as computer corner in Payson.

We will want to clarify a few things, what type of router do they have? How old is the router? Are they using a 2.4GHz or 5GHz network? Can the device having the issue be hard wired into the router?

**Bypassed Tests**

The first step to confirm the service is working correctly on our end would be to have the customer run a bypassed test, they can test the speed and ping google for a few minutes to confirm there are not dropped packets. If you need help click here [[Inbound Cambium CnWave Bypass|Cambium CnWave Bypass Guide]]
**What network are they on?**

Once we have confirmed the service is working bypassed we will then want to confirm if the customer is using the 5GHz network if not we would want to suggest they try using that network as in most cases that will clear up the issue if they are unable to hardwire into the router. We will want to open a ticket and F/U with this customer in a couple days to see if they notice any improvement.

**How old is the router/firmware?**

Most routers are going to last about 3-4 years some may last longer, some might die out before then they are electronics that are mass produced. If the customer is using a tplink, linksys, or belkin that could be the cause of the issue, most of those devices are not very reliable and tend to die out faster than some of the other brands out there. You will also want to have them check to see if there are any firmware updates for the router. A lot of routers do not do automatic updates, and if they are running outdated firmware that will cause issues. You will want to open a ticket for follow up in a couple days to allow the customer time to complete those tasks.

====Useful Links====

**Need to run a bypass to confirm service is working? Click here**[[Inbound Cambium CnWave Bypass|Cambium CnWave Bypass Guide]]

**Need to go back to the main troubleshooting page? Click here** [[Wireless Tech Support CnWave|Cambium CnWave]] 

**Need help creating a ticket? Click here **[[Inbound Ticketing Procedures|Ticketing Procedure]]

**Tried all troubleshooting steps and need help? Click here **[[Inbound Escalations|Escalation Procdeure]]