Michigan Customer Support
At Point Broadband, our customers are our top priority. To assist you, we have compiled helpful tools to assist with common service issues.
Wireless Routers
Router Troubleshooting
If you’re experiencing any issues with your Internet service, try these troubleshooting tips to see if you can repair the connection on your own. If these guides do not work, please contact our Internet Support team for further assistance.
Bypassing the Router
Often times when a customer has an issue with their Internet service being slow or unresponsive, the wireless router should be the first thing to check. The way to do this is to bypass the router:
- Looking at the back of the router, unplug the Ethernet cable that is plugged into the “Internet” port. This is the cable that is coming from the power adapter to your router.
- Plug the Ethernet cable into the Ethernet port located behind your desktop or typically on the side of your laptop.
- When you have plugged this in, wait approximately 30 seconds for your computer to connect to the Internet.
- Open your browser and go to the speed test page located at speedtest.net and run the test to make sure your speeds are up to par.
- If you have no Internet connectivity or slower than usual speeds, please contact Internet Support.
Resetting Your Router
If you are still experiencing issues with your Internet connection or have determined that the wireless router is your issue, your next step would be to reset the router back to factory settings.
Note: By doing this, you will have to re-establish your Wi-Fi Network name and password. Point Broadband is not responsible for supporting your Network ID and password.
- On the back of your router look for a reset button. This often will need to be pressed for 10 to 15 seconds to reset. The lights on the router should cycle back on while it powers up again.
- Once this is reset, check your computer connection to see if your Internet connection has been restored. In some cases the router will automatically connect your Internet connection back up again. However, please note that your Wi-Fi network is still unsecured at this point with no password.
- You may have to refer to your router’s manual for the next step: Open a browser window and type in the address field http://192.168.0.1 If you are not sure of the router’s default IP address (and you have Windows), you can go to the start menu and type in “CMD.exe” in the search box. This should pull up a command prompt window, and then type in “ipconfig”. The results will show a multiple set of numbers and you will need to look for “Default Gateway”
- From here, follow the directions in your router’s settings to establish Wi-Fi security as well as other settings.
Router Support
If you need assistance with your router, the majority of manufacturers offer 24 hour support where they can assist and walk you through your router configurations to get you back on track. Here’s a list of the most common router brands below with their numbers:
Internet Connectivity
Connectivity Troubleshooting
If you’re experiencing any issues with your Internet service, try these troubleshooting tips to see if you can repair the connection on your own. If these guides do not work, please contact our Internet Support team for further assistance.
Slow Connection
- Check multiple websites. Sometimes issues with slow service may just be a result of a single website that isn’t functioning normally.
- Restart your computer. By restarting your computer this can help to reset settings going on in the background and can correct any issues.
- Clear your browser’s cache. Make sure to clean your browser’s cache from time to time as leaving these files sitting for too long can slow down the browser.
- Have you tried a speed test? Check to make sure that you are getting close to the speeds you signed up for. You can run a test by clicking here.
- Check for hidden spyware and/or viruses. Sometimes going to certain websites can cause programs to be installed in the background without warning or your authorization. There are many free tools available such as:
• Malwarebytes Chameleon
• Avast
• Microsoft Security Essentials
Slow Playback of Videos
If you are experiencing difficulties with watching videos such as YouTube, Hulu, Netflix, etc., there are a multiple number of variables to consider in troubleshooting your connection.
It would be advised to first check your equipment to make sure that everything is in working order. You can also follow the links below to further troubleshoot issues with certain services.
Issues with Online Gaming Services
If you are experiencing issues with gaming consoles the reasons could vary based on the equipment or possibly your Internet connection. We would first recommend to check your Internet equipment and make sure your connection is on and running (you can also refer to our Slow Connection guide above). If you are continuing to experience difficulties, please refer to the support links below to ensure there are not any issues on their end before contacting us.
If you are running PC/Mac video games and experiencing issues, please contact the software provider support, if there is one, to determine any issues that may be existing.
No Connection
- Restart your computer and give the computer a minute after reboot to connect to the network.
- Check all cables and make sure that all power and link lights are on. Also check the Ethernet port behind your computer to make sure the light is on.
- Reboot all gateways, routers, hubs, switches, or anything in between Casair’s equipment and your computer.
- Reboot Casair’s equipment by unplugging the power supply for 10 seconds and then plug it back in. It may take a minute or two for the equipment to reboot.
If none of these methods work, please contact our Internet Support team for more assistance.
Phone Service
Phone Setup + Troubleshooting
Setup
With the ATA device there will be 3 ports for you to connect everything which are labeled for you:
- Internet (blue port): The Ethernet cable coming from your Point Broadband PoE (Power over Ethernet) adapter will plug into this port. This feeds the Internet connection to the device.
- Ethernet (yellow port): With this port you will plug in an Ethernet cable to this device and plug the other end into your computer or your wireless router if you have a Wi-Fi network set up in your home.
- Phone (gray ports): This is where you will plug cord into. This is a standard port for all phones just like in traditional landline phone jacks.
It is very important that you never hit the reset button on the back of this unit. We program each ATA device individually to work with your specific phone system and phone number. Pressing the reset button will erase all of this data and the device will have to be sent back to be programmed again for a fee of time and materials.
Refer to the illustration below that shows the back of the device for further clarification:
Further Assistance
With our phone service most issues are uncommon. If you do experience any issues with your phone calls or features not working, please contact our support team directly for assistance. We strongly urge not to reset any of the equipment as this will cause total failure of your service, and your ATA device will need to be sent back for reprogramming for a fee.
Email Setup + Troubleshooting
This article will give you some tips on how to use our Webmail as well as setting up your account on mail clients.
Recommended Email Client Settings
- Username: Full email address
- IMAP Server: pop3.casair.net
- POP3 Server: pop3.casair.net
- SMTP Server: smtp.casair.net
- SMTP Authentication: Enabled
- Secure Password Authentication: Disabled
- Connection Encryption (TLS/SSL): Optional
Webmail Frequently Asked Questions
1. I’m getting too much SPAM in my inbox or my good mail is in my SPAM box:
In the left pane, click Utilities, then SPAM settings. Here you will find your SPAM filter level, as well as actions for the system to take when it thinks a message is SPAM. Your default filtering level is 3. Feel free to move a little in each direction depending on the problem (2 to be more aggressive with the spam, 4 to be less aggressive).
For a more aggressive SPAM filter level, you may want to add people that you commonly receive from, to your whitelist. Email addresses on the whitelist will be prevented from going to your SPAM box.
2. How do I reply? I keep getting pop-up blocker messages:
When you get a pop-up blocker error, there should be a bar at the top of the browser that says “Pop-up blocked. To see this pop-up or additional options, click here…” If you click on the bar, you should get options including “Always allow pop-ups from This Site.” Once you click that, you should have no more issues with pop-ups. 3. My pictures and images are not showing up in messages: While the message is open, click “Display Images in message” or “Always display images from this user”. To enable all images, click on Preferences, then Account Preferences, then use the pulldown next to “Block images in email messages” and select “Display for any message.” Please note that this is less secure than the default.
4. I find the webmail overly complex. What are my options?
We have multiple webmail interfaces. You can select what interface you want to use at the login screen. It will normally default to “Advanced”. “Basic” is a more straight forward interface.
5. What are the recommended settings for my email client?
If your domain isn’t casair.net, replace as necessary.
Incoming Settings:
- Incoming mail server: imap4.casair.net or pop3.casair.net
- Incoming mail server username: username@casair.net (replace with your email address)
Outgoing Settings:
- Outgoing mail server: smtp.casair.net
- Outgoing authentication/login: SMTP authentication enabled.
- Outgoing mail server username: username@casair.net (replace with your email address)
6. I’m having issues sending emails through a server other than Casair Mail. What can I do?
All outgoing email traffic (port 25) is blocked on customer connections, other than to our mail service. We do this to help combat virus infected systems from sending spam. Many email providers allow connections on port 465 using SSL and possibly port 587 (SSL as well as standard). If your email provider does not, you can use our server as your outgoing mail server. Simply change the “Outgoing Server” in your email client to “smtp.casair.net”.
7. I’m having issues sending emails from my Casair account using an Internet Service Provider other than Casair:
Most ISPs block connections to mail servers other than their own. You can get around this block by setting your email client to connect using SSL on port 465 to smtp.casair.net for outgoing mail. Another option is to use your internet service provider’s outgoing mail server.
Further Assistance
With our phone service most issues are uncommon. If you do experience any issues with your phone calls or features not working, please contact our support team directly for assistance. We strongly urge not to reset any of the equipment as this will cause total failure of your service, and your ATA device will need to be sent back for reprogramming for a fee.
Can’t find the support topic you need?
You can also contact us.
Support Information
Phone or Email Support
Mon–Fri: 8am–8pm
989-831-8800
Email Support
Sat–Sun: 8am–8pm