By doing this connection it will determine if the issue is with your router or with the network.
First STEP: Take the Ethernet cable from the back of the router and plug it directly into the Ethernet port on your computer. Please be aware that some new laptops have adapters for this.
This is based on Windows 7, but Windows 10 would be a similar process
STEP 1: Go to Control Panel
STEP 2: Go to Network and Sharing Centre
STEP 3: Select “Set up a new connection or network”
STEP 4: A pop-up window will appear. Choose “Connect to the Internet”
STEP 5: A new pop-up window will appear. Click on “Set up a new connection anyway”
STEP 6: On the new pop-up window. Click on “Broadband (PPPoE)”
STEP 7: On pop up window enter the username and password that we provided you
STEP 8: Press the “Connect” button
Please note: All new MACs need to have an adapter as they do not come with a direct ethernet port. These adapters can be purchased at your local technology or Apple retailer.
STEP 1: Go to System Preferences
STEP 2: Go to the Internet and Wireless section and click on “Network”
STEP 3: Under the Network screen, please select “Ethernet”
STEP 4: Then go to the “Configure IPv4” drop-down menu and select “Create PPPoE Service”
STEP 5: A pop-up window will appear asking you for “Service Name” You can leave this blank. Press the “Done” button
STEP 6: On the Network Screen please put in Username and password provided by us. In this instance, Username is the Account name.
STEP 7: Tick “Remember this password” then click “Connect”
If you are connected successfully to the internet now. This means there is an issue with your router. We suggest you call your router manufacturer. As they will be able to see if there is an issue with your router or step you through settings that need to be changed that we are unaware of.