Equipment

• How do I reboot my wireless gateway? How do I reboot my wireless gateway?

  Remove the power cable from the back of the gateway/extender. Confirm all of the lights are off on the gateway/extender. Wait 10 seconds. Plug the power cord back into the gateway/extender. Give the system 1-2 minutes to to return to normal operation. 

• What equipment do I receive? What equipment do I receive?

  You will receive a modem from Hawaiian Telcom based upon the level of service you have ordered. Along with the wireless gateway you will get a power cord, Ethernet and phone cables that may be needed during your install. Depending on the facilities available in your area, you may also receive a kit containing inline phone filters to be installed on your phone cords (but not the cord running to your wireless gateway).

  
  

  If you have ordered services other than Internet from Hawaiian Telcom, you may receive additional equipment.

• What if my wireless gateway does not have power? What if my wireless gateway does not have power?

  Unplug the wireless gateway from the power outlet or power strip. Plug in a lamp or other known working device into the outlet that the wireless gateway is plugged into. If the lamp/device doesn't work this might indicate that your outlet or power strip is having an issue. Ensure power strip is on. Plug your wireless gateway or set-top box directly into power outlet.
  
  If the lamp/device works this may indicate an issue with your wireless gateway. Please contact Technical Support at 808-643-6111 for further assistance.

• Hawaiian Telcom Wireless Gateway Hawaiian Telcom Wireless Gateway

  Hawaiian Telcom Wireless Gateway Benefits

  The Wireless Gateway enables our Hawaiian Telcom TV and High-Speed Internet customers to connect devices wirelessly. Our gateways are specially configured to provide optimum service allowing the best support possible. With the Wireless Gateway, you can:

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• My internet is not working. How do I troubleshoot internet connection issues? My internet is not working. How do I troubleshoot internet connection issues?

  If you are not getting an internet connection please complete the following steps to troubleshoot the issue.
  
  Step 1: Identify and locate your equipment

  Locate your internet equipment and identify the gateway/router. Verify where cables connect between devices. Note the location of all equipment for future troubleshooting.

  
  

  Step 2: Reboot your gateway

  Remove the power cable from the back of the gateway/extender. Confirm all of the lights are off on the gateway/extender. Wait 10 seconds. Plug the power cord back into the gateway/extender. Give the system 1-2 minutes to to return to normal operation.

  
  

  Step 3: Reboot your ONT

  1. Identify and locate the Optical Network Terminal (ONT) in your home or installation area. 
     
  2. Check for the main power cord that goes into the ONT and the end that goes into the power outlet to make sure it is not loose or disconnected.
     
     
  3. Now it's time to perform the reboot on the ONT. Find the main power cord going into the ONT and unplug the cord. You may need to push the clip to release it. Unplug the cord and wait for 10 seconds before plugging it back in. 
     
     
  4. Confirm power and status lights return to their normal state. If for some reason the power does not return, ensure the power button on the ONT is powered on.
     
     
  5. Wait at least 3 minutes before reconnecting devices and test internet connectivity to verify the issue is resolved.