Castles is exiting the wireless Internet access market the end of December 2021. Internet Free Planet is taking over customer management and billing – Same Great Service and Support. Wireless customers should contact Castles through the end of December if they encounter problems with their service.

Before calling or texting for support, please follow these steps:

1. There are 2 major components on the customer end of the wireless network – the roof mounted radio and the power injector. Good service depends on a strong signal from the tower Access Point (AP) or a relay AP. If your service is intermittent, please take some time to look at the trees near your radio and dish. Has anything changed recently? Does a tree need pruning?

2. Equipment firmware sometimes simply gets lazy or corrupted. Technicians upgrade firmware and settings during the night and reboot the equipment. In some cases the reboot doesn’t work remotely and the customer needs to manually reboot the radio.

3. Power Injector – the power injector is what powers the radio and provides the signal to your router. It’s a small black unit plugged into a electric plug with a Cat5 Ethernet cable running through the wall to the outside radio. The cable is connected to the Power over Ethernet (POE) port on the power injector. The cable from the Local Area Network (LAN) port is connected to the router. The power injector is black, about 4″ long, 2″ wide and 1.5″ thick.

4. Reboot Power Injector – Locate the power injector and unplug it. The easiest way to locate it is to follow the cable from the Internet port on your router to the power injector. Wait 60 seconds and plug the power injector back in. There should be a small light visible on the face of the power injector.

5. Reboot Router – Unplug your router while the radio is rebooting and wait 60 seconds and plug it back in. Once both the power injector and radio have rebooted, check your Internet service. Re-connection can take up to 5 minutes. You may need to restart your device(s).

 

Still no Internet?

In many cases it’s the WiFi that’s not working. Check to make sure your device is connected to your local WiFi network.

• Check to make sure your WiFi router is functioning. You may be connected to your WiFi but the router isn’t working. You should physically connect to your router with an Ethernet cable. You should have multiple ports on the back of your router. Be sure to turn WiFi off on your device. 

• Connect directly to the Power Injector – You can connect your device to the LAN port on the power injector.
CAUTION – DO NOT connect to the POE port.

 

Still no Internet?

Call or Text (707) 455-3401
Give us the name on the account, email address and phone number with a brief description of your problem.