Natel technical support team is available at the office during business hours to help with any Internet connection issues. We also have technicians on call in the evenings and over the weekend for urgent issues such as a critical network outage. All non-urgent issues will be addressed the following business day.

If you are experiencing a problem with your Internet service, please walk through the following steps before you call Natel tech support. Many issues can be quickly and easily resolved by following these tips.

Occasionally there can be an interruption or glitch in wireless connectivity that will straighten itself out. Often just waiting 5-10 minutes will result in service being restored. Wireless networks often self-diagnose and resolve whatever issue caused your connection to quit or time out.

If connectivity has not resumed please proceed with the following steps:

  1. If you lose connection to your Wireless Router, power cycling (rebooting) the router will likely resolve the issue completely. This means unplug from the wall, wait about 30 seconds and plug back in. Nine times out of ten we find this resolves the issue. NOTE: Please do not press the Reset button unless asked to do so (this will wipe out all settings).
  2. If you do not have a Wireless Router or the first step does not work, please power cycle your power injector (POE) which powers your Radio Transceiver Unit (RTU) or Radio (which is mounted outside). This can be done by finding the cable that enters your home, locating the POE and unplugging it, waiting about 30 seconds and plugging back in.
  3. After rebooting your Radio and/or Router you should also Restart your computer: Start ->Turn off Computer -> Restart.
  4. If you have followed all the steps mentioned above and are still getting no service please call Natel Support at 641-469-6220, Option 2. We have many tools to diagnose the situation to get you online again!

 

On Call

We want all our customers to effortlessly and reliably connect to the Internet. In an effort to achieve this, we have set up an on-call technical support system. The goal of on-call support is to help customers after hours with critical issues such as a service outage. Our goal is to take calls as they come in and when a team member is not available, get back to our customers within an hour between 8 am – 9 pm seven days a week.

For any non-critical issues such as a problem related to speed, questions about email, or your router, we have a team of technicians ready to help troubleshoot during regular business hours.

Please call 641-469-6220 at anytime and the auto attendant will direct you to the most appropriate option.

For answers to common questions, visit our FAQ page.

 

For general questions about services, pricing or availability, please use our contact form or e-mail us at info@natel.net