Technical Support

Technical Support

Wireless Internet Services

At our goal is to provide you service in the most efficient manner possible. If you are experiencing technical difficulties with your wifi internet service, please follow the instructions in these sections to repair your connection. These instructions solve almost all connection issues with the least delay, and without the need to contact technical support.

The following Wireless High Speed Internet troubleshooting steps apply to all operating systems.

If you are unable to connect to the internet, or have slow performance, please follow these steps in order:

  1. Please turn your computer(s) completely off.
  2. If you have a wireless router, please disconnect the power cord from the wireless router and leave it unplugged.
  3. Please locate the small black rectangular “Power Over Ethernet” (POE) power adapter for our outdoor wireless antenna and check the Ethernet cable connections as follows. 
  4. Mojavewifi POEThe Ethernet cable which runs outside of your home to the wireless antenna mounted on your home should be plugged into the “POE” port on the rectangular black power adapter. Please check and make sure the plug is connected firmly into the power adapter.
  5. The “LAN” port of the small black rectangular “Power Over Ethernet” (POE) power adapter should be connected to either the Ethernet port directly on your computer OR if you have a wireless router, it would connect to the port marked “Internet” on the wireless router. Sometimes this port on the router is also named a “WAN” or “MODEM” port depending on your brand of router. If you are using an Apple Airport wireless router, this port is identified by a symbol which looks like a circle of small dots next to that port. Please check and make sure the plug is connected firmly into the power adapter as well as firmly connected to your computer or router.
  6. If you have a wireless router, an Ethernet cable from your computer’s Ethernet port should be connected to one of the ports usually called “LAN” on your router. Often there are 4 of these LAN ports, but that is not always the case depending on your brand of router. If you are using a Apple Airport router, the “LAN” port is identified on most models by a symbol which looks like this ” < – > “
  7. Please check that the regular 120 volt AC household power cable is plugged into the small black rectangular “Power Over Ethernet” (POE) power adapter and that the green light is lit and not blinking. If it is blinking or won’t come on or goes out, immediately disconnect all cables and call our office to schedule a service call, as this may be a signal that the Wireless Network radio equipment or cabling to the outdoor wireless radio is damaged.
  8. If it is the power cable is snugly connected, unplug the Ethernet network cable going to the outdoor wireless antenna from the “POE” port and wait approximately 30 seconds, then reconnect it firmly.
  9. Wait one minute after the power has been restored to the outdoor wireless antenna for it to re-establish a connection to the Wireless Network.
  10. At this time, if you have a wireless router, please re-insert the power cable to the router. Please wait one minute for your wireless router to completely reboot and get the needed information from our network.
  11. Turn your computer back on, let it fully boot up, and establish a connection to your router or our outdoor wireless equipment.
  12. Attempt to connect to the internet in your usual way.

If these steps have been followed exactly, most connection issues will be repaired. Other causes of connectivity problems can be damaged cables which may not be obvious, or incorrectly configured network adapter settings on your computer or router, and often viruses or mal-ware.

Some instructions for Windows computers network settings are available below. If your connection has not been restored please feel free to call our office to see if a network outage affecting a large area is in effect.

Within usually 30 minutes or less of a sustained outage, an informational message will be placed on our voicemail and we will be focusing our attention to restoring service as quickly as possible.

If you don’t receive an outage message on the voicemail, then please leave a message including your name, phone number and service address and a technician will contact you as soon as we are available to continue to troubleshoot your connection issue.

WARNING: Please make sure that the network cables at your home are not showing signs of damage. Cable ends should clip into the ports tightly. Please do not attempt to repair damaged cables under any circumstance as this will likely damage the outdoor wireless antenna and the small black rectangular “Power Over Ethernet” (POE) power adapter. If your cables are showing wear and damage, or if the green light on the small black rectangular “Power Over Ethernet” (POE) power adapter is not coming on, goes out, or is blinking when the outdoor wireless antenna is connected, there’s a problem!

IMMEDIATELY unplug all the cables from the small, black, rectangular, “Power Over Ethernet” (POE) power adapter and call our office as soon as possible to have a technician scheduled to diagnose the equipment.

In order for to provide a 6 month warranty on the outdoor wireless equipment, we ask that you purchase a NEW surge protector at the time of installation for the equipment to plug into. (Please provide a receipt as proof of purchase). It is always highly recommended that all computer equipment and especially the sensitive wireless antenna equipment be connected to a computer surge protector with a rating of at least 2,000 joules or more of protection to help with frequent power surges. These surge protectors commonly cost approximately $20 to $40 dollars from most stores. You will certainly get what you pay for as far as protection goes and more is better than less. A “Relocatable Power Tap” or common power strip is not the same as a surge protector, and provides NO protection even if it appears to have a reset button or switch. Uninterrupted Power Supplies (UPS’s) usually provide even better insurance against power fluctuations of both high and low voltage conditions and are highly recommended.

Ethernet Cables are pretty delicate! Our cables carry both power to the outdoor wireless antenna and internet data to the customer on the same cable. We use the best quality cables available at the time of installation. Protect your equipment purchase by treating the equipment and the cables with care, and protect them from damage from whatever possible causes. Damages to the cables or the equipment can happen for a variety of reasons. Some of the common ones we have seen are getting cables wet, excessively squeezing, kinking or bending the cables, pulling the cable ends loose or off entirely, crushing the cable by furniture, stepping on the cables, accidentally cutting the outer cover or interior wires of the cables, or by pets or rodents chewing on cables. Any of these reasons will likely cause damage to the outdoor wireless equipment, and you will need to purchase new equipment in order for service to be restored. In order to replace the equipment, a technician will need to come out and install a new outdoor wireless antenna for the full cost of the radio plus labor. If you protect the cables from harm and be gentle with them, you probably won’t have any problems.

Additional Information

Please realize that the speed of a Wireless High Speed Internet connection depends on many things including the radio interference from phones and other sources of interference in the 5 Ghz area. Additionally, internet access may decline during peak usage times.

Please select you operating system for more detailed instructions about your computer’s network adapter settings:

Windows 7, 8.1,and 10

If you continue to experience difficulty, feel free to contact us at (760) 362 1373.

Service areas

Mojavewifi.coms’ network goes where DSL Cable and other wireless providers cannot! internet service areas include, but are not limited to the rural desert communities listed below.

NOTE: Services and packages are subject to service availability. Not all packages available in all areas.

  • Copper Mountain Mesa
  • Desert Heights
  • Flamingo Heights
  • Gamma Gulch
  • Indian Cove
  • Johnson Valley
  • Joshua Tree
  • Joshua Tree Highlands
  • Landers
  • Monument Manor
  • Morongo Valley
  • Pioneertown
  • Pipes Canyon
  • Rimrock
  • Sunfair
  • Twentynine Palms
  • Wonder Valley
  • Yucca Mesa
  • Yucca Valley