Troubleshooting Skyicom Connectivity

At Skyicom we understand how critical it is to have a fast, reliable, and stable connection to our network. However, we also recognize that connectivity issues can occur from time to time. In these cases, we are committed to doing everything we can to help you resolve your issue as quickly as possible. Read on to learn more about how you can self diagnose, troubleshoot, and resolve common connectivity issues.

Connectivity issues can lead to a variety of symptoms. Below are some of the most common symptoms you may experience:

Long Load Times: When you try to load a webpage, it takes a long time to load.
Buffering: You are watching a video or listening to music and the video or music pauses/stops randomly.
Dropped Calls: You are on a phone call and the call drops.
Error Messages: You are trying to load a webpage, send a text message, etc and you receive an error message.
And more...: This is not an exhaustive list of symptoms. Connectivity issues can manifest in a variety of ways.

Remember, most applications require internet connectivity. Even applications that seemingly don't need internet access, sometimes do.

There are two different ways your device can connect: Wi-Fi and Cellular.

Wi-Fi

Wi-Fi allows your device to connect to the internet. Sometimes you might have a Wi-Fi network at home, or at work powered by a router & modem, with service from an internet service provider (ISP). Other times you might connect to a public Wi-Fi network, such as at a coffee shop or airport.

On your device, along with the other signal indicators you should see an icon like the following to indicate that you are connected to a Wi-Fi network:

When you have a strong signal, all of these bars should be filled in with a solid color (normally black or white). If you have a weak signal, some of the bars will be a lighter color (normally gray).

This can help you identify how strong your Wi-Fi signal is. If you have a weak signal, that normally indicates you are further away from the access point/router. In larger buildings, you might need to consider adding additional Wi-Fi extenders or access points to improve signal strength throughout your building.

Just because you have a strong signal to the access point/router, does not mean you have a strong internet connection. If you are experiencing slow internet speeds, you might need to contact your ISP to see if they can improve your internet speeds.

Cellular

Cellular allows your device to connect to the internet using a cellular network. This is the same network that your phone uses to make phone calls and send text messages.

Cellular connectivity is normally only available in defined areas. Often times, areas of wilderness, forests, or other remote areas do not have cellular coverage. Additionally, sometimes extremely populated areas (such as sports events), can cause poor cellular coverage.

On your device, along with the other signal indicators you should see an icon like the following to indicate that you are connected to a cellular network:

When you have a strong signal, all of these bars should be filled in with a solid color (normally black or white). If you have a weak signal, some of the bars will be a lighter color (normally gray).

Additionally, if you are connected to a cellular network, and not connected to Wi-Fi, you should see an icon representing the type of cellular network you are connected to. This can be one of the following:

4G
LTE
5G
5G UC

If you have an iPhone, you can enable 5G connectivity on your iPhone by following the steps in this article.

Other Tips

Restart Your Device

Restarting your device can help resolve a variety of issues. This is because restarting your device will clear out any temporary files or cached data that may be causing issues. Restarting your device is a good first step to take when troubleshooting connectivity issues.

Update Your Device Software

As with many issues, device manufactures will regularly release software updates to fix bugs, improve performance, and more. Sometimes software bugs can cause connectivity issues. It is always possible if you are running an outdated version of your device's software that you might be experiencing a bug that has since been fixed in a newer version of the software. Therefore, we recommend ensuring your device's software is up to date.

You can read more about how to update your iPhone here.

Speed Test

Taking a Speed Test is a great way to determine your connection/speeds to the outside internet. Both the Apple App Store for iPhone and Google Play Store for Android have the Speedtest by Ookla app available for free. This app will allow you to run a speed test to determine your current download and upload speeds.

Still having trouble?

If you have followed the steps above, and are still having trouble please contact us and provide the following information so we can quickly assist you:

Your Skyicom phone number
The model of your device
Description of the issue you are experiencing
Date & time the issue began
Location where you are experiencing the issue
The number of reception bars you are seeing on your device & the cellular connection type (ex. LTE, 5G, 5G UC, etc.)
Screenshot of Speed Test results (if applicable)
Any additional information you can provide about the issue