Technical Support / Network Status

Our Current Network Status Is:

All network elements are up and running.


New Technical Support Number - 315-889-8298

If you use Skype; you can call us free at User Name: Simtronics-TechSupport

Basic Connection Issue Resolutions:

  1. Locate the radio (outside equipment) power injector and unplug the power to this block for 15 seconds; plug it back in and wait for one minute and try your Internet again.
  2. If you have a router, after doing Step 1 above, unplug the power to your router for 15 seconds; plug it back in and wait one minute and try your Internet again.
  3. If Step 1 & 2 have not resolved your connection to the Internet; reboot or power off your computer; restart and try the Internet again. If you still do not have Internet, take a deep breath and chill out for two minutes and then give us a call. We can better help you after you tried the above steps and you are calm. :)

Airxcess Email Account Support Issues:

  1. To eliminate a local email program issue, login to webmail at http://webmail.airxcess.net/src/login.php and see if you can access your account from the Internet.
  2. If not, call our support number and provide your name, your email username and a description of the error message that you are receiving so we can research your issue.

Other Technical Support Topics:

  1. Please send us your current email address so we may keep your information as current as possible. It is also important to provide us changes in your telephone contact information as well.
  2. If your connection seems to have suddenly stopped after the 15th of the month, please check to be sure you have posted your monthly payment for service. Our system can automatically suspend past due accounts.
  3. If your connection appears to be ‘throttled down’ please be sure that you keep your anti-virus and spyware updates current. Also if you use file sharing programs, please limit your number of connections under 40. The system WILL either throttle or suspend service automatically if it detects traffic that is deemed harmful to the network and its customers. Even when we manually reset your connection, the system will continue to monitor traffic and will again shut a connection down if the condition continues. After 3 warnings we may decide to discontinue providing service to your location to protect the other users on the network.

Advanced Technical Support Troubleshooting

If you are an advanced user and understand how to use your COMMAND or TERMINAL window, try this:

  1. PING COMMAND – ping 4.2.2.2 and note if this ping times out to DNS
  2. TRACE COMMAND – (PC) tracert 4.2.2.2  or  (Mac) traceroute 4.2.2.2 and please make note of the ‘last’ IP address resolved before a ‘timeout’ is displayed

Please provide us this information when calling about a connection issue. If you do not get a ‘timeout’ response from either of these tests, you are reaching the internet and you may need to restart your browser or check your account payment status.

Thank you for your continued support of Airxcess broadband services!

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