Help Center
Troubleshooting Questions
1 (303) 865-WiFi
Most Common Troubleshooting Issues
LOCATE. Locate the black ElektraFi power adapter within your house, typically found near your computer or router. The power adapter always has the ElektraFi Wireless logo on it.
VERIFY. Verify that all wired connections going to/from the power adapter are securely connected (not loose or wiggling).
POWER CYCLE. Power cycle the adapter by briefly unplugging it from the outlet. This will reboot the internet.
CONFIRM. Confirm that the green LED on the adapter is lit, indicating that it is providing power to your internet receiver.
DOUBLE-CHECK. Double-check that the cable labeled “to computer/router” is plugged into the WAN port of your router. Sometimes this port is yellow/blue in color.
REBOOT ROUTER. Reboot your router. Most routers have an on/off switch, or you can simply unplug the power from the back of it briefly. We DO NOT advise holding the reset button with a pin.
REBOOT DEVICE. Reboot any devices that you have been having difficulties with (laptop, smartphone, tablet, tv, etc.)
WAIT, THEN RECONNECT. Wait a few minutes now that you have rebooted your internet, router, and device that you are using. Reconnect devices.
STILL HAVING ISSUES?
Using ElektraFi’s Router?
No sweat. Call us at 1(303)865-WiFi so we can begin diagnostics, or if you would like to sign up for our Managed WiFi. With ElektraFi’s router we are able to monitor wifi performance, scan for potential interference in your wifi environment, troubleshoot “cannot connect” symptoms, and extend your network if there are “weak” or “dead” wifi zones throughout your location.
Using a Third-Party Router?
Please note that although ElektraFi allows the use of third party routers on our network, we do not support them. Give us a call for a free trial.
Step 1: System Power Cycle
- LOCATE. Locate the black ElektraFi power adapter within your house, typically found near your computer or router. The power adapter always has the ElektraFi Wireless logo on it.
- VERIFY. Verify that all wired connections going to/from the power adapter are securely connected (not loose or wiggling).
- POWER CYCLE. Power cycle the adapter by briefly unplugging it from the outlet. This will reboot the internet.
- CONFIRM. Confirm that the green LED on the adapter is lit, indicating that it is providing power to your internet receiver.
Step 2: Inspect
- OBSTRUCTIONS. Take a look outside at your ElektraFi receiver. Are there any physical obstructions? Tree branches, Icicles, vehicles, or a new home nearby that could be blocking the signal? Remove the obstructions if it is within your ability, or give us a call to relocate the receiver.
- ALIGNMENT. Is the receiver out of alignment? If it is pointing at the ground or looks different than it did upon installation, give us a call to re-aim it. Please do not attempt to realign the antenna yourself. This activity needs to be completed by a trained ElektraFi Wireless professional and can put you at risk of injury.
- CABLING. Check out the grey cabling going to the receiver. If it is cracked or shows any sign of damage, give us a call to have a technician replace it.
If you have followed these steps and are still experiencing intermittency, please call us at (303)865-WiFi for further diagnosis. If we can’t fix the problem over the phone, we’ll dispatch a technician right away.
STEP 1: System Power Cycle (Reboot your internet, router, and devices)
- LOCATE. Locate the black ElektraFi power adapter within your house, typically found near your computer or router. The power adapter always has the ZIRKEL Wireless logo on it.
- VERIFY. Verify that all wired connections going to/from the power adapter are securely connected (not loose or wiggling).
- POWER CYCLE. Power cycle the adapter by briefly unplugging it from the outlet. This will reboot the internet.
- CONFIRM. Confirm that the green LED on the adapter is lit, indicating that it is providing power to your internet receiver.
- DOUBLE-CHECK. Double-check that the cable labeled “to computer/router” is plugged into the WAN port of your router. Sometimes this port is yellow/blue in color.
- REBOOT ROUTER. Reboot your router. Most routers have an on/off switch, or you can simply unplug the power from the back of it briefly. We DO NOT advise holding the reset button with a pin.
- REBOOT DEVICE. Reboot any devices that you have been having difficulties with (laptop, smartphone, tablet, tv, etc.)
- WAIT, THEN RECONNECT. Wait a few minutes now that you have rebooted your internet, router, and device that you are using. Reconnect devices.ystem
STEP 2: Speed Test
- OPEN SPEED TEST. Follow this link to SpeedTest.net by Ookla. There are many speed test site’s, but we have always found this one to be the most accurate.
- RUN A SPEED TEST. Hit the “GO” button, and allow the speedtest to run to completion (about 15 seconds).
- COMPARE DEVICES. If you have multiple devices, run SpeedTest on a few of them. The SpeedTest app for smartphones is very reliable, and documents your results for you.
- RECORD. Record your download speed and upload speed results. Also note that ping times should average ~ 10-30 milliseconds. If you are getting great results on 2 out of 3 devices, this may be an indicator that something is wrong with device number 3.
- COMPARE RESULTS. Check your results against the speed ranges below. If you are unsure of what plan you are signed up for, please log into your Customer Portal and look at your most recent invoice or give us a call.
- UPDATE SOFTWARE. If your speeds did not match your plan, or only one device is under-performing, check for software updates on the devices and re-test.
ElektraFi WiFi Plan Speeds:
PREMIER
7 Mbps Download
3 Mbps Upload
TURBO
13 Mbps Download
5 Mbps Upload
TURBO PLUS
20 Mbps Download
7 Mbps Upload
TURBO EXTREME
33 Mbps Download
11 Mbps Upload
Other Common Questions
Customer service is available during the following hours:
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- Monday: 8:00 AM – 6:00PM CST
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- Tuesday: 8:00AM – 6:00PM CST
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- Wednesday: 8:00 AM – 12:00AM CST
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- Thursday: 8:00 AM – 12:00 AM CST
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- Friday: 8:00 AM – 12:00 AM CST
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- Saturday: 3:00 PM – 12 AM CST
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- Sunday: 3:00 PM – 12 AM CST
To open a service ticket at any time, email support@elektrafi.com. To speak to a technician, call 303-865-WiFi. All support for ZIRKEL, Grand County Internet, Speed of Light Broadband, and ElektraFi customers is directed to the aforementioned email and phone number.
You might have more connected devices than you realize! With ElektraFi, any device that hooks up to your WiFi counts. That includes everyday gear like your phone, tablet, computer, headphones, smartwatch, or speaker, as well as things like your gaming console, TV, streaming box, smart toys, doorbell, or even a thermostat. If it’s using your WiFi out here in the country, it’s a connected device!
- Check the ElektraFi Radio Antenna:
- Look at the Power over Ethernet (PoE) brick that powers your radio antenna.
- If LED is off, try moving power brick to a new outlet to see if it comes on. If light never illuminates, we may need to either get you a new POE, or schedule a service call.
- Check Your Wireless Router:
- If your WiFi signal isn’t showing up on your devices (phone, laptop, etc.), your router might need a quick reboot. Unplug it from power for 30 seconds, then plug it back in. Give it a couple of minutes to restart and see if the WiFi pops back up.
- If WiFi is broadcasting but you’re just not able to get online, reach out to us at support@elektrafi.com or 303-865-WiFi.
- Still No Luck?
- If rebooting both the PoE brick and router doesn’t fix things—or if you find yourself unplugging stuff more than once or twice—reach out to us. That could mean something else is up, and we’re here to sort it out for you.
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